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Runbook: Discrepancy revenue in revenue report & summary report

Service[Hotelku / Stay v1]
Owner Team slack handle[@bnl-team-a]
Team's Slack Channel[#bnl-teams-a - https://tripla-team.slack.com/archives/C08DWH5N4CR]

Table of Contents

PageURL
Revenue Reporthttps://admin.bookandlink.com/fos/revenue_report
Summary Reporthttps://admin.bookandlink.com/fos/summury_report
Support Discussion
https://tripla-team.slack.com/archives/C08D39UMYQ7/p1771839830359229

1. triage​

Revenue Page Summary Page

There is a discrepancy between the total revenue shown in the Revenue report and the Summary report. The root cause has been identified within the Booking dates data which contains inconsistent data as follows:

  • Status mismatch: The status in the Booking dates table is out of sync with the primary Bookings table. for example, a booking marked as cancel in the Bookings table. but in the Booking dates is still appears as confirm

1.2. Investigation plan​

To investigate this issue, we need to perform a data audit between the Bookings and Booking dates table. This will allow us to identify and cross-reference the inconsistencies based on the criteria mentioned above.

  1. Check reservation data in database
    • Execute query below to check reservation data purpose: 
      SELECT bd.id, bd.Booked_date,bd.Room_id,bd.booking_id, bd.status, b.booking_status 
      FROM Booking_dates bd 
      LEFT JOIN Bookings b ON b.id = bd.booking_id 
      WHERE bd.Property_id = 3967 
      AND Booked_date BETWEEN '2026-02-10' AND '2026-03-10' 
      AND bd.status = 'confirm'
    • After executing the query, the result should look like the image below: Query reservation data result
  2. Identifying room causes
    • Analyze the query results based on the two identified issues:
      1. Status mismatch issue:
        • Compare the status from Booking_dates with the booking_status from the Bookings table. A discrepancy occurs when status remains confirm while the booking_status is already cancel or unconfirm example status mismatch reservation

2. Desicion Point​

  • If the revenue calculation in Revenue Reports has a different decimal value than the Summary Reports:
  • If the discrepancy is only due to decimal/rounding differences:

3. False Alarm​

If the discrepancy is only due to decimal/rounding differences:

  • No data fix required: There is no need to update the reservation data in the database.
  • UI/UX Synchronization: The issue is likely caused by inconsistent rounding methods in the interface. The recommended action is to synchronize the rounding logic on the UI side.

4. True Incident​

The issue is classified as True Incident when total revenue / total rooms sold show discrepancy between the Revenue Report and Summary Report that is not related to rounding.

4.1. Indentification Criteria​

  • Revenue Mismatch: There is a difference in the total revenue values between the Revenue Report and the Summary Report.
  • Room Count Mismatch: The total number of rooms sold differs between the Revenue Report and the Summary Report.
  • Data Integrity issue: The discrepancy is caused by the root cause identified, such as reservation status mismatches between Bookings table and Booking dates table

4.2. Recover system​

Follow these steps to restore Revenue and Room Count accuracy if the mismatch is caused by reservation status inconsistencies:

  • Identify Inconsistent Data: Identify reservations with differing statuses between the Bookings and Booking_dates tables (Please refer to section 1. Triagle).
  • Locate Reservation: Once an issue is identified, copy the Booking ID and navigate to the Booking Chart page.
  • Filter by ID: Go to the Bookings tab and enter the Booking ID into the Res # input field.
  • Access Edit Mode: Once the reservation is found, click the Action menu, select Edit, and the reservation edit form will appear.
  • Sync Status: If the reservation status is already set to 'cancel', simply click the Update Reservation button. This action will re-trigger the process to sync and update the status in the Booking_dates table.

4.2. Clean up​

After updating the reservation to synchronize the status between the Bookings and Booking_dates tables, perform a final verification:

  • Re-check Reports: Generate the Revenue Report and Summary Report again for the affected period.
  • Confirm Accuracy: Ensure that the Total Revenue and Total Rooms Sold are now identical across both reports.