How will I be notified when a new Airbnb reservation is made?
Airbnb will send a booking notification via e-mail to the host.
How are reservation payments collected for Airbnb?
Airbnb charges the guest for payment at the time of booking. The total amount is held by Airbnb until the booking is complete, at which time the money will be released to you. As you don’t directly charge guests for reservations, Airbnb does not send credit card details to your platform in the reservation details.
How are cancellations and modifications processed for Airbnb?
Your platform will apply changes sent by the channel. This is how it works:
On Airbnb, a guest sends a request for cancellation or modification.
The request is sent to you (the host) for approval — the notification will come from Airbnb directly. You need to respond to any modification/cancellation requests in the Airbnb extranet.
Once you confirm the modification or cancellation, the update will be sent to our platform and processed accordingly.
Airbnb will deal with any cancellation fee or refund to the guest.
A guest cannot modify their Airbnb reservation — why?
If a guest contacts you because they are trying to make a modification for an existing reservation however are getting an error message, please contact Airbnb’s support team.
If Airbnb cannot solve the issue, they may advise you to contact our support team who can then help you troubleshoot the issue.
Why is the reservation amount different in my platform than on Airbnb?
For Airbnb reservations, we uses the net payout amount - the final amount that you receive after Airbnb's fees and commissions. This amount may differ from what you see on the Airbnb platform, which often shows the total charged to the guest (including Airbnb's fees).
This amount may differ from what you see on the Airbnb platform because:
Your platform shows: Your net payout (after Airbnb fees)
Airbnb shows guests: Total price including Airbnb service fees
We will always use the gross payout amount (the amount you actually receive) for Airbnb reservations - this cannot be changed. Why?
This is your actual revenue
Matches what hits your bank account
Helps with accurate financial reporting
Consistent with how you track income
Why is my Airbnb reservation missing from my platform?
If an Airbnb reservation appears in your Airbnb host dashboard but not in your platform, the most common cause is that the listing is not mapped. Reservations cannot be delivered for unmapped listings.
To check your mapping:
Go to Distribution > Channels > Airbnb.
Click Edit room rates mapping.
Verify that all your Airbnb listings are mapped.
Common mapping issues include new listings not yet mapped, seasonal listings overlooked, or some room types missed.
If you have reservations that are already missing:
Check your Airbnb host dashboard for the reservation details.
Manually add the reservation to your property management system. Reservations for unmapped rates cannot be resent
Adjust availability to prevent overbookings.
Map the missing listing to prevent future issues.