Reading the OTA Reconciliation report
Once a month (or on-demand from the dashboard) the OTA Reconciliation module produces a report matching every line on your OTA commission statements to a corresponding reservation in Wubook. This guide explains what you are looking at and how to act on it.
Report structure
The report has three sections. Matched: statement lines where the OTA amount, commission rate and cancellation status agree with what Wubook recorded. Discrepancy: statement lines where at least one field disagrees. Orphan: statement lines that have no matching Wubook reservation at all — usually ghost bookings or lines from a different property.
Discrepancy categories
Every discrepancy is tagged with one of four categories:
- Rate mismatch — commission rate on the statement differs from the negotiated rate. Highest-value discrepancy category, usually 3 to 5% delta per line.
- Cancellation waiver missed — the statement charges a commission on a booking that was cancelled within the free-cancellation window in Wubook.
- Amount mismatch — commission is calculated on a base amount different from the room revenue recorded in Wubook. Often caused by promo discounts applied late.
- Wrong VAT bracket — the statement applies commission on the wrong tax base (Italian hotels: pre-VAT vs post-VAT tension). Requires local finance review.
Evidence packs
For every discrepancy the module builds an evidence pack you can download as PDF. The pack contains: (a) the OTA statement line as received, (b) the corresponding Wubook reservation record, (c) the delta calculation, (d) a suggested wording for the dispute ticket in the OTA's dispute portal. You do not have to write the ticket from scratch — copy-paste the suggested wording.
Submitting to Booking.com
Booking.com's dispute portal at partner.booking.com accepts PDF attachments. Upload the evidence pack, paste the suggested wording, submit. Turnaround is typically 15 to 30 days. Our data shows about 85% of well-formed disputes are approved.
Submitting to Expedia and Hotelbeds
Both Expedia (via Expedia Partner Central) and Hotelbeds (via extranet + email to your account manager) prefer XLSX attachments. The module produces both PDF and XLSX in the same pack. Expedia turnaround is typically 20 to 45 days; Hotelbeds 30 to 60 days.
What to do about orphans
Orphans are statement lines with no Wubook counterpart. Two typical causes: (a) the reservation was booked on the OTA but never synced into Wubook (rare, and a red flag for your channel connection — check with Sync Sentinel), (b) the line refers to a different property under the same account. Either way, dispute immediately as "no matching reservation" — orphans are almost always approved.
Historical statements up to 24 months back can be reconciled retroactively during onboarding — write to support@newbookclloud.org and we can trigger the backfill.