Refunds return money to a guest and update the booking's balance accordingly. Hookset supports both Stripe refunds and manually recorded refunds.
When to Issue a Refund
Refunds typically occur when:
- A booking is cancelled and the guest is entitled to a return under your cancellation policy.
- A pricing error needs to be corrected.
- A guest's trip was shortened or services were not provided as expected.
Issuing a Refund
- Open the booking from the Bookings list.
- Click Issue Refund in the Payment Card section.
- Enter the Refund amount (up to the total payments received).
- Select the refund method:
- Stripe -- If the original payment was through Stripe, the refund is processed back to the guest's card. Processing takes 5-10 business days.
- Manual -- For offline refunds (check, cash, wire). Record the amount for bookkeeping.
- Add an optional note.
- Click Process Refund.
Cancellation Policy Auto-Calculation
If you have cancellation policies configured, Hookset calculates the recommended refund amount based on how many days before check-in the cancellation occurs. The calculated amount appears as a suggestion in the refund form. You can accept it or enter a different amount.
Full vs. Partial Refunds
- Full refund -- Returns the entire amount paid by the guest.
- Partial refund -- Returns a portion. For example, if a guest paid a $500 deposit and your policy returns 50%, enter $250.
You can issue multiple partial refunds on the same booking.
After the Refund
- The refund appears as a negative amount in the booking's payment history.
- The booking's balance due increases by the refund amount.
- Stripe processing fees on the original transaction are not refunded by Stripe.