Technology · Member since 2026 · 13 posts · 1 vote
Question for co-hosts and small managers. When a guest refund, resolution payment or fee adjustment shows up after you've already sent the owner their monthly statement, what do you do? Do you reopen and resend that month, or carry it onto next month's statement with a note? And how do you explain it so the owner doesn't think the earlier numbers were wrong? Curious what has worked for you and what has caused confusion.
I'd carry it onto next month's statement rather than reopen the closed month, as long as the note sits right at the top and isn't buried in the line items. Once an owner has reconciled a statement, a resent version with different numbers tends to raise more questions than the refund itself.
What helps most is writing the note the way you'd explain it on the phone: what happened, which stay it belongs to, the date the platform processed it, and the net effect on their payout. Something like: "A resolution payment for the October 14 to 17 stay came through on November 3, after October's statement went out, so it's included here." That makes it clear October's numbers were right at the time and nothing was missed.
The one exception I'd make is a large amount the owner would want to hear about before they see it in writing. In that case, a quick heads up before the next statement goes out is worth more than any note.
Disclosure: I co-host STRs for other owners. My statements are on a cash basis, not accrual, so revenue and adjustments get recorded in the month they actually hit. A refund that processes in November goes on November's statement, with a note tying it back to the stay it came from. I never reopen a closed month. October's statement wasn't wrong. It was right for October.
It helps that the listing stays in the owner's own Airbnb account and payouts are split automatically, so Airbnb pays the owner directly. If they want to double-check an adjustment, they can find it in their own payout history.
One more on timing: a 30+ day stay on Airbnb pays out every 30 days, so one stay can land on two statements. That's worth pointing out to an owner before they ask.