Refunds and payout adjustments for host invoices

Understanding payout adjustments

The amount due to you for a booking may change, this will be shown on your invoice and may affect a current or future payout.

These adjustments happen when there has been a change to the booking. This article explains the most common situations and how they appear in your account.

Common payout adjustment scenarios

Payout adjustments can happen for different reasons. What you see in your account will depend on the specific situation.

Guest cancels within their cancellation window

If a guest cancels within the free cancellation window set on the booking channel:

• The booking is cancelled

• The amount due to you for this booking may have changed, this will be shown on your invoice and you may be due money back to Travelnest if we have processed payment for this booking before the change was made

This follows the cancellation policy set on the channel and is standard across booking platforms.

Guest complains and the booking channel rules in their favour

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

If the channel investigates and rules in the guest’s favour:

• The channel may issue compensation or return funds to the guest

• Travelnest must follow the channel’s decision

• You will see a payout adjustment for that booking

This adjustment can appear even if the booking was already confirmed and paid out. These decisions are made by the booking channel, not by Travelnest, and are outside of our control.

Host agrees to a partial refund

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

• The agreed refund amount will be processed

• You will see a payout adjustment for that amount

• Any remaining balance will be paid out as normal

Depending on the channel, this may be processed directly on the platform or with help from Host Support.

How adjustments appear in your account

Payout adjustments appear on your statement or invoice and usually include:

• The booking ID

• The booking status

• An adjustment line against the payout

• The updated payment total

Your invoice will show the total value of adjustments made per booking, but it will not break down the reasons for the adjustment. You can get more information on your invoices in this article Host invoices.

Need help understanding an adjustment?

If you’re not sure why an adjustment was applied or which scenario fits your booking, Host Support can review this with you. Contact us and ask to speak to an agent for more information.