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When this case comes up

A reservation should be at 0 € for one of these reasons:
  • Hotel-invited guest: press visits, FAM trips, owner’s family, internal prizes.
  • Compensation for an incident: a guest had a bad experience and is compensated with a free stay.
  • Initial charge error: an amount was charged that shouldn’t apply (for example, a promotion that wasn’t applied when creating the reservation).
The path depends on where the reservation currently is. Start with the scenario that best fits your case.

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Create a new reservation at 0 € as an invited guest

If the reservation hasn’t been created yet and you want to handle it as a complimentary stay:
1

Click New reservation

From the planning, click New reservation.
2

Pick the Complimentary option

In the reservation type options, choose Complimentary.
New reservation with the Complimentary type selected
3

Configure the reservation

Enter the guest data and stay details (dates, room, etc.).
4

Check the accommodation amount

For this reservation type, the accommodation stays at 0 € automatically.
You can still add additional services:
  • If the guest needs to pay for them, leave the regular price.
  • If they shouldn’t be charged either, edit the service and set its amount to 0 €, just like on any other reservation.

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Set an existing reservation to 0 € (no invoice issued yet)

If the reservation already exists but doesn’t have an issued invoice yet, you can take it to 0 € applying a 100 % discount:
1

Open the reservation

From the calendar or the search, open the affected reservation.
2

Go to Price

In the Reservation section, go to Price.
3

Click Adjust prices

A popup opens where you can edit the rate, assign another room category or change the price.
4

Open View detail

Inside the popup, click View detail.
5

Enable the percentage discount

Turn on the Show discount in percentages option.
6

Apply 100 % discount

On the calendar at the bottom, apply a 100 % discount to the corresponding dates. The total goes to 0 €.

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The reservation already has payments or an issued invoice

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If it has payments but no invoice

A payment doesn’t stop you from changing the price. Apply the 100 % discount as in the previous section and, if the money has to be returned, record it in the folio’s Payments tab with + Refund. If the payment is a prepayment that came in automatically with an OTA reservation, check with support before touching it.

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If it has a validated invoice

A validated invoice can’t be modified: before setting the reservation to 0 € it has to be cancelled with a corrective invoice.
1

Cancel the invoice

Contact support to issue the full corrective invoice. If your account already has the new invoice window (being rolled out gradually), you can do it yourself: in Billing, open the invoice and, in its three-dots menu, pick Cancel invoice. Linked payments stay on the original invoice.
2

Set the reservation to 0 €

Apply the 100 % discount as in the previous section.
3

Refund what was charged, if needed

If there were payments, record the refund in the folio’s Payments tab with + Refund.
If you’re unsure which invoice to cancel, or if all you actually need is to fix a text on the invoice, contact support before cancelling. Tell us:
  • Booking reference
  • Reason for the complimentary (invited guest, compensation, etc.)
  • If there’s a linked payment: whether the refund goes back to the original method (card, transfer) or whether the payment should be moved to another reservation

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When to contact support

  • You’re unsure how to cancel a validated invoice, or only a text on the invoice needs fixing.
  • The payment is a prepayment that came in with an OTA reservation.
Don’t delete payments or try to set a validated invoice to 0 € by other means. Fiscal numbering is irreversible and every validated invoice is recorded (through VeriFactu in Spain): the right way to cancel it is to issue a corrective invoice (with Cancel invoice if you have the new invoice window, or through support).