Troubleshooting missing fees in reservations

Additional fees must be pre-configured in your "pool" of fees before they can be added to a reservation. If a fee is missing from a selection list or wasn't automatically applied to a new booking, use this guide to identify the cause.

What's happening

• A specific fee doesn't appear in the dropdown menu when updating a reservation

• A reservation was confirmed, but a mandatory fee is missing from the invoice

• A fee amount on the booking channel doesn't match the amount in Guesty

How to fix it

Verify fee availability in the "pool"

If a fee is missing from the selection list, it likely isn't assigned to that specific listing or the listing isn't synced with your account-wide settings.

Step by step:

1. Sign in to your Guesty account.

2. Determine if the fee is meant for one specific listing or your entire account.

• For listing-specific fees: Go to Listings > [Select Listing] > Financials > Pricing & Fees. Ensure the Use your account's default settings toggle is OFF. If the fee is missing, click Add fee to create it.

• For account-wide fees: Go to Account Settings > Financials > Additional fees. If the fee is missing, click Add fee. Then, go to the specific Listing and ensure Use your account's default settings is ON.

Check automatic application settings

If a fee exists but wasn't added to a new reservation, check the "Sync" toggles in the fee settings. Changes to these settings only apply to new reservations. 

1. Sync to connected channels:

   When the Sync channels toggle is ON, Guesty sends the fee to all or specific connected channels (like Airbnb). Guests see the fee during booking, and it's included in the channel's payment schedule.

   • Note: If the channel doesn't support a specific fee type or calculation, the fee won't sync. You'll see a warning message at the time of fee creation.

2. Sync to manual sources:

   When the Sync channel toggle is ON for manual sources, such as the Guesty website, Guesty adds the fee to the reservation internal invoice once it's confirmed.

   • Note: Guests won't see these fees, like they would on a third-party OTA, during checkout. The fees are added in Guesty after the booking arrives.

3. Manual application:

   If the Sync channels toggle is OFF, the fee will never be added automatically. You must add it manually to every reservation. 

Important considerations

• Cleaning fees: These are "Basic fees" set at the listing level. If you configure a cleaning fee after a reservation is already confirmed, it won't be added automatically. You must add it manually.

• Fee mapping: A fee might have a different name on the booking channel than in Guesty. For example, a "Towel fee" in Guesty might appear as a "Linen fee" on Airbnb. Check the "Fee type on channel" displayed before assuming it is missing.

• Existing reservations: Updating fee settings does not retroactively apply fees to existing bookings. You must manually add fees to any reservations made before the settings were changed.