⏱ Estimated time: 3 minutes
👤 Role: Reservations Managers, Front Office Managers, Marketing Teams
How to generate a comprehensive list of guest orders.
Understanding the data points captured in the report (customer details, references, and totals).
How to track the integration status between the platform and your PMS.
Use the Order Report for daily operational overviews and guest data analysis. While the Financial Report is designed for accounting and fee reconciliation, the Order Report is built for operational teams to track guest details, arrival dates, and reservation references. It is the best tool for identifying which online orders have successfully generated a PMS reference number.
Key Logic:
This report acts as a "Master Log" of all customer activity. It allows you to quickly audit your upcoming arrivals and verify that the contact information and payment status for every guest are correctly recorded before they arrive on-site.
Ensure you have "Manage" or "Reporting" level access in the platform.
Determine the date range you wish to audit (e.g., all orders placed in the last 24 hours).
Log in to the Ecommerce platform.
In the left-hand menu, under the Manage heading, click on Reports.
From the available options, select Order Report.
Date Range: Select the specific period you wish to report on.
Click Generate Report.
Scroll to the bottom of the screen to the Ready to Download section.
Click on the Report Name to download the CSV/Excel file to your computer.
The report provides a wide range of data. Key columns include:
Order Ref & Reservation Reference: Use these to cross-reference the platform order with your PMS (e.g., Guestline or Opera) or Premier record.
Payment & Order Status: Quickly identify "Complete" orders vs. those that may be "Failed" or "In Progress."
Customer Details: Includes Name, Email, and Postcode for marketing analysis or communication.
Item Types: Shows what was purchased (e.g., Rooms, Spa, or Retail).
Financial Summary: A breakdown of the Amount Paid, Refunded Amount, and any Voucher Totals used as payment.
The Integration Audit: Run this report weekly and look for any rows where the Order Status is "Complete" but the Reservation Reference is blank. This helps you catch any bookings that may have failed to "push" into your PMS, allowing you to manually add them before the guest arrives.
Data Privacy: This report contains sensitive guest information, including names and email addresses. Always ensure that downloaded files are stored securely and handled in accordance with your property's GDPR or data protection policies.