Urgent Request: 24-Hour Cancellation Policy – Stripe Fees Should Be Charged to Guest

Hello IGMS Support,

I am requesting an urgent review and change to how Stripe processing fees are handled when a guest cancels a reservation within 24 hours.

We have now had two cancellations within the 24-hour cancellation period, and under California requirements, the guest is entitled to a full refund. However, we are finding that the host is still being charged the Stripe processing fee, even though the cancellation was initiated by the guest.

This is unfair to the host. If a guest cancels within the applicable 24-hour period and receives a full refund, the associated Stripe processing fee should not be passed on to the host. The fee should be deducted from the guest's refunded amount or otherwise allocated to the guest, since the host did not initiate the cancellation and should not be financially penalized for it.

With two recent cancellations, these fees are already creating a direct and unnecessary cost to us. We need IGMS to provide a solution that ensures:

• When a guest cancels within 24 hours, the guest receives the required full refund.

• The host does not absorb the Stripe processing fee associated with that refund.

• The Stripe fee is instead allocated to the guest or handled in a way that does not financially penalize the host.

• This should be automatically applied to all future qualifying cancellations.

This is an important issue that needs to be addressed promptly. We should not be losing money on Stripe fees when a guest cancels within the required cancellation window and the host has no control over the cancellation.

Please let us know how IGMS can correct this and whether there is a setting or configuration that can ensure the Stripe fee is charged to the guest rather than the host in these circumstances.

Thank you for your prompt attention to this matter. We would appreciate a clear resolution as soon as possible.