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Why is the amount of my booking different from what was expected?

Updated over 3 weeks ago

This article helps you understand why a reservation might show a price different from what you expected, and guides you step-by-step to identify the root cause based on the booking source.

Common issues

This can be caused by:

  • Incorrect rate plan or pricing rules — The booking may have picked up a different price due to a specific rate plan or stay duration.

  • Promotions applied automatically — Guests may have booked using a discount without the host noticing.

  • Incorrect data sync from OTA — In rare cases, the OTA might send incorrect charges to Amenitiz, which need manual correction.

Step-by-step guide

1. Check the source of the booking

The steps depend on whether the booking was made directly or through an OTA.

  • Go to the reservation — In your Amenitiz account, open the reservation details and check the “Source”.

  • Note the channel — Direct, Booking.com, Airbnb, or other OTA.

  • Proceed with the matching section below — Steps differ by channel.

📌 Note

You’ll find the “Source” and “Rate Plan” in the Summary tab of the reservation.

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2. Investigate based on the source

Follow these checks depending on where the reservation came from:

  • Direct bookings

    1. Open the reservation and check which rate plan the guest booked.

    2. Go to your Inventory and look at the price for that rate plan on the booked dates.

    3. Make sure your minimum stay settings are correctly set for that rate plan.

    4. Check whether a promotion was used, as this could explain a lower price.

  • Booking.com

    1. Log into your Booking.com extranet and check if promotions (e.g. Genius) were active.

    2. Check which rate plan was used and compare its setup and pricing in Amenitiz.

    3. Compare the price on Booking.com with the amount received in Amenitiz. If they don’t match, Booking.com may have sent the wrong info, and you might need to adjust the charge manually.

  • Airbnb

    1. Airbnb sends the amount after their commission is deducted—so it may be lower than what the guest actually paid.

    2. Airbnb also averages prices across nights, so two nights with different prices in your Inventory may appear as the same amount.

    3. Check the total paid by the guest on Airbnb, and compare it to your Inventory settings.

  • Other OTAs

    1. Log into the OTA and find the total price the guest paid.

    2. Identify the rate plan used in the booking and check Amenitiz Inventory.

👉 Example

A guest booked 6 nights, but the total price looks much lower than usual. When you check the rate plan, you realise the weekly rate was applied—because there was no 7-night minimum stay rule set, and the system defaulted to the longer-stay rate.

3. Understand if the price difference is expected or not

After checking the booking details, the next step is to understand whether the price difference is normal based on your setup, or if it might be an issue that needs fixing.

  • A promotion or weekly rate was applied
    If the guest used a discount or booked during a weekly rate, the lower price is expected. No changes are needed.

  • The price shown on the OTA is correct, but it looks wrong in Amenitiz
    This might be a technical issue. Sometimes, the OTA sends us the wrong charge. You can manually update the price. If you're unsure, feel free to contact our support team—we're happy to take a look with you.

  • Something looks off in your Inventory
    If the rate plan or minimum stay settings aren’t set up correctly, it can cause unexpected pricing. Updating these settings can help prevent the issue from happening again.

💡 Tip

If you’ve recently made changes to your rate plans or promotions, it's always a good idea to double-check your pricing and restrictions across different channels.

Still having issues?

Contact us and our support team will be happy to help.

Include the following in your email:

  • Your Amenitiz account name

  • Reservation ID

  • Screenshots or pricing comparison (if applicable)

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