Question 1

My user cannot see a report.

Accepted Answer

Add the privilege in Assign Report Privileges, then ask the user to log in again.

Question 2

Excel has fewer columns than expected.

Accepted Answer

Hidden columns are left out; tick them in Columns first.

Question 3

Export is grey.

Accepted Answer

The report has no rows yet; click Show or widen the criteria.

Question 4

PDF does not open.

Accepted Answer

The browser blocked the pop-up; allow pop-ups.

Question 5

Report totals differ from the Dashboard.

Accepted Answer

See the "numbers don't match" notes in each report; the commonest causes are different dates (posting date vs stay date), no-show/cancel revenue, and deposits.

Question 6

What does a column mean?

Accepted Answer

Hover over the ? icon next to its title, or open Explain under the header.

Question 7

Can I schedule a report?

Accepted Answer

No. Use Email (PDF) on demand.

Question 8

Room History is empty for a room I know was used.

Accepted Answer

The room must be selected; also reservations not yet checked in are not listed (only checked-in stays).

Question 9

ADR in Revenue By Room Type differs from Daily Summary.

Accepted Answer

Daily Summary adds no-show/cancel revenue and uses calendar month/year to date; check the date range and whether future reservations are included.

Question 10

Arrival shows a guest as cancelled?

Accepted Answer

It does not; cancelled and transferred folios are excluded. Check Reservation Detail.

Question 11

Arrival Total Charges differs from the folio.

Accepted Answer

It is stay-total at the time of the report, minus discounts; later charges are not included until posted.

Question 12

Departure total does not equal Remaining Guest Checkout.

Accepted Answer

Remaining lists only those not yet checked out and only checked-in folios; Departure can include reservations and checked-out guests.

Question 13

Daily Summary and Daily Report totals differ.

Accepted Answer

Summary adds no-show/cancel revenue and misc income by posting date; Daily lists folios.

Question 14

Occupancy on Summary does not equal Rooms Sold ÷ Total Rooms.

Accepted Answer

The divisor excludes rooms in V/Maint status and rooms not counted for occupancy.

Question 15

Why is Daily Balance different from the Guest Ledger?

Accepted Answer

Daily Balance includes only the selected day's in-house guests; the ledger report lists all unsettled folios and ignores balances under 0.50.

Question 16

Where is the Card Type toggle on the Daily Summary?

Accepted Answer

It was removed from the screen on 2026-10-18 because the report has no card-type breakdown. Use the daily collection reports.

Question 17

Cash in Cashiers differs from Daily Collection.

Accepted Answer

Cashiers is one shift of one user; Daily Collection is the whole day for all users.

Question 18

Why is a refund negative?

Accepted Answer

Refunds and deletions are reported as separate negative lines.

Question 19

Desk User dropdown is missing.

Accepted Answer

Your role has only the single-user privilege.

Question 20

Monthly Collection total differs from Monthly Credit Card.

Accepted Answer

Credit Card shows one payment status (Authorized or Sale), Collection includes all payment types.

Question 21

Monthly totals differ from the Dashboard.

Accepted Answer

Dashboard may show the current month to the PMS date and exclude deleted items.

Question 22

Balance Due is negative.

Accepted Answer

The guest overpaid or paid a deposit not yet applied.

Question 23

Why do two occupancy figures differ?

Accepted Answer

Statistics excludes V/Maint rooms from the divisor; Hotel Statistics shows both "% of Total Rooms" and "% of Total Available Rooms".

Question 24

Commission report misses a stay.

Accepted Answer

It is filtered by check-out date and requires a commission posting.

Question 25

Where do I see tax by tax per day?

Accepted Answer

Monthly Tax Detail.

Question 26

Yearly total differs from the sum of Monthly reports.

Accepted Answer

The same data, but Monthly includes only your chosen range; check months and that deposits are not counted as rent.

Question 27

I need a financial year (April-March).

Accepted Answer

Choose From Month April to December for one year and run a second report for next year January-March; there is no cross-year option.

Question 28

Guest Ledger closing balance differs from the Ledger Summary.

Accepted Answer

Guest Ledger hides balances under 0.50; Summary adds all.

Question 29

Difference Amount is not zero after a day with no activity.

Accepted Answer

A back-dated payment or edit changed an earlier date; rerun the previous date to compare.

Question 30

Why is Inhouse Deposit missing from the Total?

Accepted Answer

By design, the audit Total excludes it.

Question 31

Reservation Detail shows fewer rows than Arrival.

Accepted Answer

Arrival includes walk-in check-ins; set Reservation Source = All and Select Date = Date In.

Question 32

Why is revenue in No-Show/Cancel Revenue but not in the stay date report?

Accepted Answer

It is dated on its posting date.

Question 33

Special Request is empty although a guest asked for something.

Accepted Answer

The request must be saved on the folio's special request field, and the status filter must include the guest's status.

Question 34

Housekeeping Summary has a task column missing.

Accepted Answer

Tasks with no assignment in the period do not create a column.

Question 35

Last year's line is missing.

Accepted Answer

No data existed for last year's month.

Question 36

ADR chart differs from Monthly Statistics ADR.

Accepted Answer

Charts round per day; Statistics' total row is total rent ÷ total rooms sold.

Question 37

The line looks shifted when I hide days.

Accepted Answer

Hiding columns changes the x axis; unhide to compare.

Question 38

A report I need is missing from the category.

Accepted Answer

Ask the administrator to tick it in Assign Report Privileges for your role, then log in again.

Question 39

A card is grey and I cannot click it.

Accepted Answer

A grey card is a report that is switched off in the report catalogue. At present every listed report is switched on, so you should not see one; if you do, tell support.

Question 40

Where is Daily Guest Payment?

Accepted Answer

In the Customized Report pill, when support has added it to your property and your role has the Customize Report privilege (Daily Guest Payment).

Question 41

Are favourites shared with other users?

Accepted Answer

No, they are per user.

Question 42

What is the difference from the Reports screen?

Accepted Answer

The report library (#/reports) has a search box and one-line descriptions; the dashboard has favourites and keeps your last category.

Question 43

I cannot find a report in the library.

Accepted Answer

Your role may not have the privilege (Assign Report Privileges); also see the Report Dashboard for the list you can open.

Question 44

Two screens give different names for the same report.

Accepted Answer

The Sales & Channel reports use the public addresses listed in the overview.

Reports: frequently asked questions

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