Overview
In VRTrust, there are two different “layers” that affect statements:
Reservation financial lines (what the guest paid / what happened on the reservation)
Fees & Commissions (what you, the property manager, charge the owner)
Understanding this difference prevents the most common onboarding confusion—especially around cleaning fees, channel fees, and merchant fees.
Reservation financial lines (guest activity)
Reservation lines come from your PMS (e.g., Hostaway). Examples:
Rent / base rate
Cleaning fee charged to guest
Pet fee
Discounts
Taxes (depending on PMS)
These lines show the guest-facing transaction activity and guest revenue is ALWAYS assumed to flow to the owner initially in VRTrust. A Fee or Commission must be posted in order to "move" a guest financial charge from the owner to the property manager.
Fees & Commissions (owner-facing charges)
Fees & Commissions are what you charge the owner. Examples:
Management commission (percentage of commissionable revenue)
Booking channel fee billed to owner
Merchant fee billed to owner
Flat cleaning fee charged to owner
Other fees (pool heat, linen, one-off fees)
Key idea: Fees & Commissions are owner charges and given to the property manager as offsetting revenue typically.
Reservation lines are guest activity and always flow to the owner without an offsetting fee to move the revenue to the owner.
Why you may see “Cleaning Fee” on a statement when “Cleaning Fee” is inactive
If you see “Cleaning Fee” on a statement even when the Cleaning Fee configuration is inactive, you’re likely looking at reservation revenue (guest paid a cleaning fee).
“Inactive” in Fees & Commissions usually means:
That fee configuration is not attached to any listings
It does not mean reservation revenue disappears
Common mistakes
Assuming Fees & Commissions controls what the guest paid
Expecting “Inactive” fees to remove reservation revenue lines