⏱ Estimated time: 5 minutes
👤 Role: Front Office Managers, Spa Receptionists, Restaurant Managers, Night Auditors
How to generate a list of upcoming guests booked via the storefront.
How to filter out incomplete or unpaid orders from your report.
Understanding how the report handles multi-item bookings and deferred payments.
Critical limitations regarding manual booking amendments.
The Arrivals Report is an essential daily operational tool. Use it to prepare for upcoming guest arrivals, cross-reference bookings with your daily manifests, and identify guests who still have outstanding balances on their account (particularly for Room bookings with deferred payments).
Key Logic:
This report provides a "Guest View" of arrivals. It consolidates names, arrival times, and specific selections (like spa treatment choices or dietary requirements) into a single document. However, because it tracks the original transaction data, it requires specific filtering to ensure you are only looking at confirmed, active bookings.
Ensure you have "Manage" level access to the platform.
Prepare to open the downloaded file in a spreadsheet program (like Excel) to apply necessary filters.
Log in to the Ecommerce platform.
In the left-hand menu, under the Manage heading, click on Reports.
Select Arrivals Report from the list.
Choose the Date Range you wish to audit.
Click Generate Report.
Download the file from the Ready to Download list at the bottom of the page.
🚨 Critical Step: The raw report includes every attempted booking. You must filter it to see only confirmed arrivals.
Open the CSV file in Excel or Google Sheets.
Locate the column titled Last Known Item Status.
Filter this column to remove any rows containing the text awaiting_response.
Result: These filtered-out rows represent abandoned checkouts or unpaid orders. The remaining rows are your confirmed guests.
The report contains granular details to help your team prepare:
Multi-Item Bookings: If a guest booked two spa days, both will appear as separate rows but will share the same Order Reference and Lead Booker name.
Payment Tracking: For room bookings, check the Order Fully Paid and Order Amount Outstanding columns. This is vital for identifying guests who need to settle a balance at check-in.
Guest Selections: This report includes specific choices made by the guest, such as treatment selections for Spa Days or any "Extras" (add-ons) attached to their stay.
The Payment Double-Check: If a guest disputes the "Amount Outstanding" shown in the report, always verify the transaction in real-time by looking up the Order in the platform and checking the Payments and Refunds tab for the most recent Stripe log.
Manual Changes Warning: This report is a record of the original transaction. If your team manually moves a guest's booking date directly in your PMS (Guestline/Opera) or Spa system (Premier), the change will not be reflected here. The report will still show the original date.
Additionally, this report only includes bookings made via the online storefront. It does not include telephone bookings or walk-ins entered directly into your property management systems.