How to reconcile modified stays, cancellations and no-shows

A booking exception becomes difficult when different systems preserve different versions of the same stay. The PMS may show the final dates, an inbox may contain the guest's request and an OTA record may still reflect an earlier status. Reconciliation means identifying the latest valid state and showing how the commission treatment relates to it.

Use one exception log, not another general spreadsheet

The exception log should contain only reservations that changed or need explanation. Give each row an owner and a next action. A compact log is easier to close than a full export with hundreds of ordinary lines.

For each exception, record:

• a redacted reservation reference;
• original dates, value and status;
• latest dates, value and status;
• where and when the change was recorded;
• the commission basis and treatment shown;
• the evidence still required;
• the named owner, next action and due date.

Modified stays: preserve the final agreed version

Start by separating a guest request from a confirmed modification. A message asking to move dates is not necessarily the same as a completed change in the booking channel. Record the final confirmation, the time of the change and the value that the property actually recognizes as current.

Compare that final value with the amount used for commission. If they differ, document the specific component: dates, room value, taxes, cancellation fee or another charge. Avoid writing only "amount does not match", because the next reviewer will have to repeat the work.

Cancellations: distinguish status from financial treatment

A cancellation has at least two separate questions: what is the final booking status, and what fee or commission treatment applies under the relevant policy? Capture both. A property may have a valid cancellation fee, a waived fee or another outcome, so "cancelled" alone is not enough to determine the expected commission.

Keep the channel confirmation and any documented waiver or policy decision with the exception row. Never copy complete payment details or unredacted guest messages into a shared review file.

No-shows: verify the recorded outcome and deadline

For a no-show, confirm whether the status was recorded in the relevant channel, when it was recorded and what fee was retained or waived. The exact reporting window and commercial treatment can vary by agreement, market and reservation terms. Use the property's current Extranet instructions rather than relying on a remembered rule.

Keep the three source layers separate

Use outcome-based statuses

The log should show whether work is moving forward. Useful statuses are:

1. Needs context: a source record is missing.
2. Explained: the difference matches the applicable treatment.
3. Question ready: evidence is complete and clarification is needed.
4. Submitted: the question has been sent through the approved channel.
5. Closed: the outcome and supporting response are recorded.

Review patterns after the individual rows are closed

At month end, count the exceptions by cause rather than only by amount. Repeated late status updates, unclear ownership or unconfirmed guest requests may point to an operating-process problem. A recurring process issue is often more useful to fix than a one-off variance.

Official reference

• Booking.com Demand API: accommodation order details— describes reservation status, price, commission and cancellation detail as separate record elements.

This guide is operational information, not accounting, tax or legal advice. Use the property's current OTA agreement, Extranet instructions and professional guidance for the final decision.