This article explains why "Owner's revenue" or other financial metrics might display incorrectly or appear as $0.00 in the Owners Portal.
What’s Happening
Owners may report that their revenue figures don't match their expectations, show as a negative balance, or appear as $0.00 for certain months. This is usually due to how revenue recognition is configured, the status of the reservation, or whether a business model is assigned to the listing.
How to Fix It
Identify discrepancies for Accounting users
If you use Guesty Accounting, revenue is calculated and displayed based on the Business Model assigned to the listing.
Missing business models: If a listing isn't assigned to a business model, no revenue will show in the portal. You must assign the listing to a model and apply it retroactively to existing reservations. Contact Guesty Support to apply the business model to reservations older than two months.
Revenue recognition setup: The "Estimated owner's revenue" for an ongoing month depends on your business model's recognition settings. For example, if your model is set to "Check-in," revenue only impacts the estimate once the check-in date has passed.
Journal entries and charges: The figure on the "Analytics" page includes accumulated transactions per property. Owner's revenue may appear different than a reservation total because it accounts for periodic owner charges or manual journal entries.
Canceled reservation revenue: Revenue showing for a canceled reservation depends on the listing's cancellation policy, the related business model, and the timing of the cancellation. Learn more about canceled reservations in the accounting folio and owner statements.
Identify discrepancies for non-accounting users
For users not using Guesty Accounting, revenue is calculated via the revenue share formula. However, the display in the portal is determined by your Recognized Revenue settings.
Recognition method: Revenue may appear in a different month than expected based on whether you have selected Check-in Date, Check-out Date, or Calendar Dates in the Owners Portal setup.
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Canceled reservation revenue: If a guest cancels a reservation, Guesty's default behavior depends on your specific revenue share settings.
If you have non-refundable cancellations but do not share that revenue with the owner, you must update your commission calculation formula. This tells the system how to treat the "income" from a cancellation.
If a canceled booking should not contribute any revenue at all, you must manually "zero out" the guest folio.
Tip:
Run a reservations report filtered for canceled bookings for specific listings in a certain time period.
Common factors affecting all users
Regardless of your accounting setup, the following factors can cause discrepancies:
Reservation Status: Reservations in "Reserved" status aren't included in the owner's revenue. Only "Confirmed" or "Canceled" bookings are recognized.
Smart Calendar Rules: Revenue only applies to the listing where the reservation was made. If a listing is blocked by a calendar rule because of a booking on a different listing, the blocked listing will show $0.00 revenue for those dates.
Activation Dates: If a listing was activated in your Guesty account after a reservation was already imported or checked in, those metrics won't be accounted for in the portal.
Sync Delay: Any changes made to financial data can take up to 24 hours to reflect in the Owners Portal.