Handle bookings held for review

Screen /channel-exceptions · Roles: Admin, Channel Setup

Most Airbnb events apply themselves. Anything that changes money, conflicts with an existing booking, or cancels a stay is held on Bookings to Review for a person - because those are exactly the events where an automatic write could move money or nights you would not have moved.

1. Start on the “Needs review” filter - it is the morning question. The other chips (Applied · Closed · In flight · All) are history: a retried event moves to Applied, so “what happened to that booking last week” stays answerable.

2. Read the reason on the row. It is written in plain words - the most common ones are below.

3. Act where the action is. Open booking → takes you to the affected booking; Open on Airbnb ↗ takes you to the reservation on the channel - accepting or declining a reservation request, and accepting an alteration, genuinely finish on Airbnb, because the channel offers no API for them.

4. Click Retry once the underlying issue is fixed (for example, after resolving a date conflict). A retry that fails says so; the row never silently pretends it worked.

What the reasons mean

• Guest cancelled - the nights were released automatically; the refund is yours to make. Money never moves on its own.
• Cancelled during the stay - the nights were not released; decide manually.
• The channel changed what this stay pays - nothing was re-priced automatically.
• The new dates collide with another booking - resolve the conflict, then retry.
• A cancellation arrived for a booking we never ingested, a multi-room reservation, missing stay dates, or an unreadable amount - nothing was written; investigate first.

Empty is an answer

“Nothing is waiting for review” only appears after a successful read. If the queue cannot be loaded, the page says so and offers a retry - it never dresses a failure up as an empty queue.

The refund direction is manual by design

When Airbnb cancels a paid stay, Stay N Host frees the calendar but never reverses money. Record the refund yourself through the booking’s payments - every money movement in the product is a human act.

What’s next

• What syncs, and which way - the routine flow this queue is the exception to.
• The count of waiting items also shows on the Airbnb screen’s “Channel bookings to review” card, even at zero.