Waiving a reservation's cancellation fee

After a cancelation policy has been set for a listing, you can choose to waive it for a specific reservation, by zero-ing the guest's invoice. Follow the instructions below.


A cancelation fee will automatically be calculated when a guest cancels a direct reservation, and an active rate plan is applied to the reservation's listing. Learn more here.

Pro users Lite users

Step by step:

  1. Sign in to your Guesty account.
  2. In the top navigation bar, click the mode selector and select Operations mode.
  3. Click Reservations.
  4. Select the relevant canceled reservation.
  5. At the top of the page, click Balance due / Payout.
  6. Note the total amount of the "Guest invoice".
  7. Proceed according to the relevant scenario:
  • If there is no "Cancellation fee" item under "Guest invoice":
    1. Click Add line item
    2. From the drop-down under "Select category", select Cancelation fee.
    3. Under "Amount", enter "0" as the cancelation fee.
    4. Click Confirm.
  • If there is a "Cancellation fee" item under "Guest invoice":
    1. Click "Adjust line item"
    2. Under "Line item", select Cancelation fee.
    3. Type in the reason for waiving the cancelation amount to the textbox under "Adjustment reason description".
    4. Under "Amount", enter "0". Then, click Adjust.


If there is a retained payout, it will count toward the commission calculations and revenue-based analytics of the listing. The steps above will ensure that you reduce the amount from those calculations. 

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