When a reservation is cancelled and has no payment recorded against it, its financials should revert to zero. If you have cancelled a reservation but its financials are still showing a balance — and there is no payment on the reservation — this article explains how to resolve it.
When this applies
Use the steps below when all of the following are true:
The reservation has been cancelled.
There is no payment recorded against the reservation.
The reservation's financials have not reverted to zero — it still shows a balance, for example in the Guest Balances report.
⚠️ If the reservation does have a payment against it, do not archive it — that is a different scenario. See Guest balances review: Adding financial adjustments (VRTrust).
What this means
When a cancelled reservation that has no payment still carries a balance, it usually indicates that the cancellation did not sync correctly from your PMS. The reservation's status updated, but the financial data did not fully reconcile — so its ledger impact was left in place.
How to resolve it
You can clear the leftover financial impact by manually archiving the reservation. Archiving excludes the reservation's revenue, fees, and commissions from accounting — it does not delete or change the booking itself.
Go to Reservations.
Click the reservation to open the reservation drawer.
Click the ellipsis (⋯) in the upper-right corner of the drawer.
Select Archive reservation.
The reservation is immediately excluded from accounting. To archive several at once, select them in the Reservations list and use the bulk actions menu.
Archiving respects standard accounting protections, including lock and period restrictions. If the reservation is on a published owner statement it may be locked — see Locked reservation details in VRTrust. For full detail on archiving, see Archive/unarchive reservations to exclude from accounting (VRTrust).
Contact support
Archiving the reservation resolves the immediate symptom, but the underlying cause is a data-sync issue between your PMS and VRTrust. Please reach out to support so the sync problem can be investigated — otherwise it may recur on other reservations.
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