If a room rate or accommodation charge appears to be missing or incorrect in BookingTrust, compare the booking in Newbook with its reconciled record in BookingTrust. Newbook-connected charges are classified using the booking’s GL account settings.
Check the booking and its reconciliation
- Find the booking in BookingTrust and note its booking reference and property.
- Open the same booking in Newbook. Compare the stay dates, room or accommodation amount, and any changes to the booking.
- In BookingTrust, select Reconcile on the booking to compare its latest charges and payments with Newbook.
- Review the booking’s GL account mapping if the accommodation charge is missing or classified unexpectedly. See Check Newbook GL code settings.
- Review the reconciled result and balance. If the booking is completed, follow the unconfirmed booking checks before confirming it.
Keep financial history intact while investigating
Do not add a replacement charge or change a reconciled transaction just to make the booking balance match. If the source booking and reconciled record still differ, contact BookingTrust support for help checking the import and allocation.
When to contact support
Contact BookingTrust support if the room rate is present in Newbook but still missing or incorrect after reconciliation, if the booking’s GL account is unclear, or if the booking has already been confirmed or disbursed.
Include the booking reference, property, stay dates, the amount shown in Newbook, the amount shown in BookingTrust, and the result of your reconciliation. Do not include guest payment-card details.