This article explains how to find where an unexpected amount on a reservation rate comes from when nothing for it is visible on the Rate Manager or in the Control Panel.

Overview

A reservation (booking) rate can be higher or lower than the amount set up for the Rate Type because RMS builds each night's rate from several components. Only some of these components appear on the Rate Manager or in the Control Panel, so an amount can look like an adjustment that nobody set up.

The Total Rate/Tariff Breakdown on the reservation shows every component per night in its own column. Find the column that holds the unexpected amount, then use the matching cause below to locate where that amount is set up.

Applies to: reservations at any property where the rate amount on the reservation does not match the expected Rate Type amount.

Please Note! RMS is highly configurable. Some Terminology, User Access & Permissions, Images, Labels, and Functions used in these articles may differ from your setup. CLICK HERE to find out more.

Quick Checks

Run these checks first to identify which rate component holds the unexpected amount.

1. Open the reservation and select the underlined Total Rate in the Account column to open the Total Rate/Tariff Breakdown.
2. Find the stay date with the unexpected amount and read across the row to the column that holds it.
3. Check whether any amount displays in red. A red amount is a manual override made on the reservation.
4. Check the Rate Period and Rate Table columns for that stay date. These show which rate setup RMS used for that night.

Where Each Total Rate/Tariff Breakdown Column Is Set Up

Each column on the Total Rate/Tariff Breakdown comes from a different part of the rate setup, shown below.

Possible Causes

Cause 1: Additional Guest Charges on the Rate Table

An additional guest charge can look like an adjustment because it does not appear in the Control Panel. The charge is set on the Additionals tab of the Rate Table, not as a restriction. It shows in the + Additionals column of the Total Rate/Tariff Breakdown.

RMS charges additional guests based on the Number of Guests Included in Base and the Include in Base setting for each guest type. A guest type that is not included in the base is always charged as an additional guest. For example, if the base includes 1 Adult and the Adult additional price is 40.00, a reservation for 2 Adults adds 40.00 per night.

Fix:

In the side menu of RMS, go to Charts > Rate Manager.

1. Select Rates, then select Rate Tables.
2. Select the Rate Table shown on the Total Rate/Tariff Breakdown for the stay date and select Edit.
3. Open the Additionals tab.
4. Check the Number of Guests Included in Base, the Include in Base checkbox and the price for each guest type.
5. Update the settings if the charge is not intended, then select Save/Exit.

See Rate Table: Additional Guests for every option on this tab.

Cause 2: A Rate Adjustment in the Control Panel

A Rate Adjustment adds or subtracts a percentage or flat amount for the selected Categories, Rate Types and dates. It shows in the + Adjustments column, not in the Base Rate column. A Rate Adjustment with an Occupancy benchmark only applies once the property reaches that occupancy, so it can affect some reservations for a date and not others.

Fix:

In the side menu of RMS, go to Charts > Rate Manager.

1. Select the Control Panel icon.
2. Find any Rate Adjustment that covers the stay date, Category and Rate Type on the reservation.
3. Edit or delete the Rate Adjustment if it is not intended.

Please Note! RMS uses the most recent record when more than one Rate Adjustment exists for the same date.

Cause 3: The Adjustment on a Derived Rate Type

A Derived Rate Type calculates its price by adding or subtracting a preset percentage or flat amount from its Master Rate Type. That preset amount shows in the + Adjustments column. It is part of the Derived Rate Type setup, not a Control Panel restriction.

Fix:

1. Check whether the Rate Type on the reservation is a Derived Rate Type.
2. Check the adjustment amount and the Master Rate Type on the Derived Rate Type setup.
3. Update the adjustment amount if it is not intended.

Cause 4: Dynamic Pricing on the Rate Table

Dynamic Pricing automatically adjusts the rate on a Rate Table by occupancy, by lead time to arrival, or by both. The adjustment shows in the + Dynamic column. Two reservations on the same dates can therefore carry different amounts.

Fix:

In the side menu of RMS, go to Charts > Rate Manager.

1. Select Rates, then select Rate Tables.
2. Select the Rate Table shown for the stay date and select Edit.
3. Review the Dynamic Pricing rules under Occupancy and Time.

Cause 5: A Different Rate Period or Rate Table Applies to the Date

The Base Rate comes from the Rate Table linked to the Rate Period in effect for each stay date. When Rate Periods overlap, RMS uses the Rate Period with the shortest date range for that date. If more than one Rate Lookup still matches, RMS uses the most recently created one.

Fix:

1. Note the Rate Period and Rate Table shown on the Total Rate/Tariff Breakdown for the stay date.
2. Check the Rate Lookups for the Rate Type and Category to confirm which Rate Periods cover that date.
3. Remove or adjust the overlapping Rate Lookup if it is not intended.

See Rates: Rate Hierarchy for a worked example of overlapping Rate Periods.

Cause 6: The Rate Was Overridden

A Rate Override replaces the Base Rate with a fixed amount. An override can be made on the reservation, on the Rate Manager chart or in the Control Panel. An override made on the reservation displays in red on the Total Rate/Tariff Breakdown, and an override on the Rate Manager chart displays in red on the chart. While a Rate Override applies, RMS ignores Dynamic Pricing, Derived Rate adjustments and Control Panel Rate Adjustments, but still adds Additionals and Packages.

Fix:

1. Check the Total Rate/Tariff Breakdown and the Rate Manager chart for amounts in red.
2. Check the Control Panel for a Rate Override that covers the stay date.
3. Remove the Rate Override from the Control Panel or the Rate Manager chart. For an override on the reservation, select Reset to Auto Rate on the Total Rate/Tariff Breakdown. See Reset the Base Rate.

Tip! A rate overridden on a reservation is fixed. If the reservation details change later, the rate must be updated manually.

Cause 7: The Rate Setup Changed After the Reservation Was Made

Changes to the rate setup only apply to new reservations, to existing reservations when their rate is recalculated, or when the Recalculate Future Rates tool is run. Changes such as a new Category, dates, number of guests or Rate Type can trigger a recalculation, as described in Reservation Modifications and Rate Recalculations. An existing reservation can therefore still carry an amount, such as an adjustment, that has since been removed from the setup.

Fix:

1. Confirm the current rate setup is correct.
2. Use Recalculate Future Rates to update future reservations on the Rate Type to the current rate setup.

Important! Recalculate Future Rates updates every Unconfirmed, Confirmed and Quote reservation that matches the selected criteria. Where accommodation charges are already on the account, they are voided and recreated at the new value. Check the criteria before selecting Apply.

Cause 8: A Package, Discount or Tax

Packages, discounts and exclusive tax each have their own column on the Total Rate/Tariff Breakdown. Check the setup that matches the column.

• + Package: check the Rate Table Package and any Rate Type package.
• - X Nights Dis: check the X Nights Discount tab on the Rate Table. See Rate Table: X Nights Discount.
• - Discount: check the Discount selected on the reservation. See Add a Discount to a Reservation.
• + Tax: on a Tax Exclusive property, tax is added on top of the Base Rate. See Rate type tax for tax-exclusive properties.

Still Not Working?

If the unexpected amount is still not explained after working through the causes above, contact RMS Support with the following details:

• The reservation number and the stay dates affected.
• The rate you expected and the rate on the reservation.
• A screenshot of the Total Rate/Tariff Breakdown for the reservation.
• A screenshot of the Additionals tab on the Rate Table used for the stay date.

Related Articles

• Total Rate/Tariff Breakdown
• Rates: Rate Hierarchy
• Rate Table: Additional Guests
• Control Panel for rates and availability
• Troubleshooting: A Reservation Arrived from a Channel at the Wrong Rate