Ciao tutti,

I’m looking for some clarity on the best way to handle a case where we decide to comp a guest’s stay due to a complaint — both from an operational and fiscal point of view in Mews.

Here’s the situation and what I’ve considered so far:

Scenario: The guest has paid a deposit (1 night), and we want to offer the rest of the stay for free.

At first, I thought I could simply go into the Pricing tab and set the remaining nights to €0, leaving the paid night untouched.

Then I considered a possibly better approach: move the paid night(s) and deposit to a separate bill, and set the rest of the stay to €0 — this way we isolate the paid and comped items.

This would also help if we want to refund the paid part — since it’s separated, we can issue a credit note or refund as needed.

I also moved city tax to a separate bill, since it must be paid regardless (either by the guest or by the hotel) — later we would settle it in cash, paid by the hotel.

Now here are my doubts:

If we don’t refund the deposit or paid nights, should I still issue another receipt for those items?

After setting the rest of the stay to zero, can I close that €0 bill?

And fiscally speaking, is there even a point to printing a €0 receipt on the fiscal printer?

From what I understand (we’re in Italy), a €0 invoice is fine for documentation, but it’s not necessary to issue through the fiscal printer since no money or VAT is involved.

Finally, I checked Mews Help and couldn’t find a clear article about this flow — it would be great to have one!

So here’s my question to the community:

What’s your best practice in Mews for comping a stay, especially when it’s partially prepaid? How do you handle billing and fiscal receipts (especially €0 ones)? Do you print them or just close them internally at the counter?

Step by step tutorial would really help!

Thanks in advance for your help — especially from anyone dealing with fiscal printers in Italy!