Cancellations

When a guest cancels and you keep some of the payment, record the kept amount as cancellation revenue. VRTrust gives it to the owner unless a fee moves it to you.

Record the kept amount

1. On Reservations, click View Cancellations in the banner at the top.
2. Open a cancelled reservation and check its Payments: what the guest paid, what was refunded and what is left.
3. In Financials, click Add adjustment and enter the amount kept.
4. Save.

Example: the guest paid 500 dollars and got 250 back. The adjustment is 250 dollars.

When the cancellation revenue account is part of your management commission base, the commission applies to it too.

Choose who gets it

Situation	Setup
The owner keeps all of it	Nothing more. This is the default.
You always get all or a share of it	A cancellation fee applied to listings
You get it only in some cases	A cancellation fee you add by hand on the reservation
One reservation differs from your rule	A fee adjustment on that reservation

Create a cancellation fee

1. On Fees and Commissions, click Add Fee and choose Other Fee.
2. Name it, for example “Cancellation Fee - PM”. Set the type to percentage: 50 percent to split, 100 percent to keep it all. Choose the channels.
3. Under the advanced settings, set Include reservations to Cancelled only. Revenue is recognized on the cancellation date.
4. Set the revenue account to Cancellation Fees for the manager, the expense account to Cancellation Fees for the owner, and include the Cancellation Fees account in the fee base. Your PMS cancellation lines must be mapped to that account.
5. Save.

To apply it always, add it to the listings with a start date on the first day of your first VRTrust statement month. To apply it only sometimes, leave it off the listings and add it on the reservation under Fees & commissions > Add adjustment.

Exceptions on one reservation

After you record the kept amount, the Fees & commissions section shows the split. Add a fee adjustment there to raise or lower your share or to remove the commission for that reservation.

Many cancellations at once

On Reservations with cancelled reservations shown, or in the Cancelled card of the guest balances report, select the reservations that get your standard cancellation fee and click Apply Cancellation Fees. Check the amount, line type and posting date, and save. Each reservation drops to a zero balance, split by your cancellation fee. Only cancelled reservations with a balance can be selected. Leave out those that need a refund instead. A cancelled reservation shows zero nights. When its financials do not drop to zero, see Troubleshooting.