Loyalty Reconciliation for Hotels
Terrace AI helps hotel accounting teams match loyalty redemptions and reimbursement statements against PMS stays, reimbursement amounts, brand records, and accounting postings.
- less manual loyalty work
- 80%less manual loyalty work
- faster points reimbursement
- 4xfaster points reimbursement
- fewer accounting errors
- 35%fewer accounting errors
Every loyalty award stay reconciled to the brand reimbursement.
Terrace ingests brand loyalty reimbursement statements across Marriott, Hilton, IHG, Hyatt, and more — matches each award stay to the PMS folio, validates points value conversion, and posts the result to your accounting system.
- Multi-brand loyalty statement ingestion
- Per-stay points-to-cash conversion validation
- Reimbursement gaps surfaced with PMS evidence attached
What is loyalty reconciliation?
Loyalty reconciliation is the process of matching brand loyalty point redemption stays and reimbursement statements against your PMS records to confirm every stay is accounted for and that reimbursement amounts from the brand reflect the correct stay details. For hotel accounting teams, this means verifying that point redemption stays in the brand statement match PMS records, that reimbursement amounts are correct, and that accounting postings reflect the amounts received.
- Every redemption stay matched to PMS record
- Reimbursement amount verified against expected rate
- Stay dates and room nights confirmed
- Missing reimbursements identified and flagged
- Duplicate records caught before posting
- Accounting postings reflect actual amounts received
Why loyalty reimbursement reconciliation is difficult
Brand statement reference numbers don't map to PMS records
Loyalty program statements use their own reference numbers that do not correspond directly to PMS confirmation numbers, requiring manual matching for each redemption stay.
Reimbursement amounts can differ from expected values
Brand loyalty program adjustments, rate changes, or policy differences can cause reimbursement amounts to differ from what the hotel expected to receive for a given redemption stay.
Stay date and room night discrepancies require investigation
When brand statement dates or night counts differ from PMS records, resolving the discrepancy requires cross-referencing both systems and contacting the brand if needed.
Missing or delayed reimbursements must be actively tracked
Reimbursements that do not arrive in the expected period must be identified and followed up with the brand, which is difficult without automated detection.
Duplicate reimbursement records can cause overpayment
If a reimbursement is issued twice for the same stay, the duplicate must be caught before accounting postings are made or the funds will be applied incorrectly.
Accounting postings must be verified against actual amounts received
The accounting ledger must reflect actual reimbursement amounts received from the brand, not just expected amounts, requiring reconciliation against the GL after each statement period.
What data needs to be matched for loyalty reconciliation?
- Redemption reference
- Stay dates
- Reimbursement amount
- Confirmation number
- Stay dates
- Room nights
- Rate per night
- Property code
- Program tier
- Deposit date
- Amount
- Reference
- Prior statement date
- Amount paid
- Stay reference
- Posted amount
- Account code
- Period
Common loyalty reconciliation exceptions
A brand statement entry for a redemption stay cannot be matched to any reservation in the PMS by reference, dates, or guest details.
The reimbursement received from the brand does not match the expected amount based on the property's reimbursement rate schedule.
The stay dates or room night count in the brand statement does not match what the PMS recorded for the same guest reservation.
An expected reimbursement for a confirmed redemption stay does not appear in the brand statement for the period.
The same stay appears twice in the brand statement or payment records, creating a risk of double-posting in the accounting system.
The GL posting for a loyalty reimbursement does not match the actual amount received from the brand in that period.
Manual loyalty reconciliation workflow
- 1
Download the brand loyalty reimbursement statement for the period.
- 2
Export PMS data for the same period to identify point redemption stays.
- 3
Match each brand statement entry to a PMS stay record.
- 4
Verify stay dates and room nights against PMS records.
- 5
Compare reimbursement amounts against expected reimbursement rates.
- 6
Identify any missing or delayed reimbursements.
- 7
Flag duplicate records and prepare documentation for any disputes.
- 8
Confirm accounting postings reflect actual reimbursement amounts.
Automated loyalty reconciliation with Terrace AI
Terrace AI connects to your PMS and reads brand loyalty statement data to automatically match redemption stays, flag reimbursement discrepancies, and surface a prioritized exception queue.
Stay matching
Automatic redemption stay matching
Terrace matches brand statement entries to PMS redemption records automatically across reference formats.
Amount check
Reimbursement amount verification
Each reimbursement is compared against the expected amount based on your property's rate schedule and the stay details.
- • Resort fee not reimbursed: -$24.00
- • Rate-tier mismatch (Silver vs Gold): -$12.00
Stay comparison
Stay date and room night comparison
Stay dates and night counts are compared between the brand statement and PMS and discrepancies are surfaced automatically.
Missing payouts
Missing and delayed reimbursement detection
Terrace identifies expected reimbursements that do not appear in the brand statement for the period.
Duplicate check
Duplicate reimbursement flagging
Duplicate statement entries and payment records are identified before accounting postings are made.
Posting check
Accounting posting verification
GL postings for loyalty reimbursements are verified against actual amounts received and discrepancies are flagged.
Stop profit leakage in your hotel. Recover what’s yours.
See how much revenue you’re missing — with a free reconciliation audit on your last 90 days of bookings.
Frequently asked questions
Loyalty reconciliation is the process of matching brand loyalty point redemption stays and reimbursement statements against PMS records and accounting postings to confirm that every point redemption stay is accounted for and that reimbursement amounts from the brand are correct.