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Refunds and payout adjustments for host invoices

Learn why refunds happen for a booking, how they affect your payout, and what to expect in different refund scenarios.

Understanding payout adjustments

The amount due to you for a booking may change following a cancellation, guest complaint or refund you have agreed to. The adjustment appears on your invoice and may affect a current or future payout.

If you have already received payment for the booking, a later adjustment may mean you owe money back to Travelnest.

Common payout adjustment scenarios

The effect on your payout depends on the booking’s cancellation policy, any channel decision and the refund agreed or applied.

Guest cancels within the free-cancellation window

If a guest cancels within the free-cancellation window that applies to their booking:

  • The booking is cancelled in line with its cancellation policy.
  • The amount due to you is adjusted to reflect the refund entitlement.
  • The updated amount appears on your invoice.
  • If Travelnest has already paid you for the booking, you may owe money back to Travelnest.

A booking channel decides in the guest’s favour after a complaint

A guest may raise a complaint with the booking channel during or after their stay.

If the channel reviews the complaint and awards a refund or compensation that affects your payout:

  • The guest may receive some or all of their payment back.
  • Travelnest reflects the applicable channel decision in the booking’s payment values.
  • The adjustment appears on your invoice, including when the booking has already been paid out.

A channel-issued decision is separate from a discretionary refund you approve yourself.

You agree to a partial refund

If you agree to return part of the booking value to a guest:

  • The agreed refund is processed through the applicable channel or Travelnest process.
  • Your payout is adjusted to reflect the refund.
  • Any remaining amount due to you is paid through the usual payout process.

Depending on the booking channel, the refund may be handled on its platform or with help from Host Support.

How adjustments appear on your invoice

Your statement or invoice identifies the booking and shows its updated payment values. Look for:

  • Booking ID: The Travelnest booking reference beginning with TN.
  • Status: Whether the booking was confirmed or cancelled.
  • Adjustments: The total value of adjustments recorded for that booking.
  • Payment Value: The updated amount payable to you after the adjustments and deductions shown.

Your invoice shows the total adjustment for each booking, but does not break down the reasons for it.

For more information about the other invoice columns, see Host weekly invoices.

Need help understanding an adjustment?

If you are unsure why an adjustment was applied or how it affects your payout, contact Host Support and ask to speak to an agent who can review the booking with you.