There are a number of reasons why the payout you receive in your bank account may not exactly match what you see in your earnings dashboard, which we will provide more detail on below. But rest assured, we will never deduct any money from your payouts without notifying you first.
Reasons you may receive less than expected:
Cancellation fees – If you previously cancelled a booking and incurred a 20% cancellation fee, we will recoup this amount from a future payout.
Pre agreed reclaims – If a guest had a poor experience and you agreed to a partial refund or compensation, we pay the guest on your behalf and then recoup this amount from a future payout.
Overpayments – If you were overpaid for any reason (for example, if a guest had to cancel mid-stay after you had already been paid in full), we will recover the outstanding amount from your next payout.
Onboard fee – If this is the first booking for your home, we deduct a one-time per-listing onboarding fee after check-in of your first booking. Learn more about our onboarding fee.
Why is my payout still pending when the due date has passed?
If your payout is past its due date and is still showing as pending, it may be because you still need to onboard to Hyperwallet and enter your bank details. Please log in to your host dashboard and go to payout preferences to check all of your details are correctly entered.
If you have recently been asked to verify your details, this can take a couple of days to go through. Please wait 48 hours before contacting the care team.
If your bank details have been provided and you completed verification more than 48 hours ago and your booking still hasn't been paid, please contact our host care team on hosts@plumguide.com detailing the booking code and payout amount. They aim to respond within 24 hours.
Why did I receive less than the guest paid?
Guests pay a service fee plus any applicable sales tax. Hosts pay the host service fee of typically 3% of the total accommodation charges, plus any applicable sales tax, as well as a one-time onboarding fee for each home. This will be charged on your first check-in (chronologically) only.