If a booking in BookingTrust is missing an expected fee from Hostaway, first check what information Hostaway supplied for that reservation. A fee may be absent from the imported booking details, or it may be included in a combined amount rather than shown as a separate charge.
Check the source before changing the BookingTrust record
Do not treat a missing fee line as proof that the guest did not pay, or add a duplicate charge before checking the source details.
Check the booking in BookingTrust
- Open Properties, then Active Properties, and find the affected property.
- Open the reservation and review its Payment Details and Payment Records.
- Compare the booking details with the corresponding reservation and charge information in Hostaway. Check whether the fee is listed separately or included in a combined/base amount.
Ask Hostaway about missing source data
If the fee is not present as a separate item in Hostaway’s information for the reservation, ask Hostaway Support whether your account or channel settings need to be changed so that the charge is supplied. BookingTrust cannot confirm a source-system setting on your behalf.
If the fee is included in a combined amount and needs separate treatment in BookingTrust, send BookingTrust Support a list of the affected reservations and the required charge details. Ask them to confirm the appropriate handling before making an adjustment.
Check the result
After the source or BookingTrust setup has been addressed, review the reservation and payment records again. Confirm that the fee is represented once and that the total agrees with the source details and the money received.