Hilton: PMS Reconciliation Guide Overview
When your Toast and Hilton Property Management System (PMS) reports don't match, it is important to quickly determine where the discrepancy is coming from. This article guides you through which Toast reports you can use to isolate it.
Some of the common issues you may encounter include:
Revenue totals in the Property Engagement System (PEP) that do not match Toast Sales Summary totals for a given business date: The PMS shows a different net sales figure than what Toast reports, and you cannot determine which system is correct or where the gap originated.
Missing or extra line items in PEP: Certain checks or payments that appear in Toast do not appear in PEP, or PEP reflects transactions you cannot locate in Toast.
Room charge payment totals in PEP do not match room charge totals in Toast: The guest folio in PEP shows a different amount than what was tendered as a room charge in Toast.
Tax or discount discrepancies: PEP and Toast show different tax or discount figures for the same business date, making it difficult to close the books.
Timing mismatches: Revenue or payments appear on different business dates between the two systems, causing day-over-day imbalances that may self-correct but create confusion during daily reconciliation.
Hilton: Potential Causes in Hilton PMS
Potential causes of reporting discrepancies stemming from the Hilton PMS can include:
Posting delays or failures: Even when Toast successfully syncs a payment, PEP may experience its own processing delays or errors that prevent the transaction from appearing on the expected business date.
Manual adjustments in PEP: This typically happens if a property expert or controller makes manual journal entries or adjustments in PEP that are not reflected in Toast.
Business day cutoff differences: If the PEP end-of-day and Toast's end-of-day do not align precisely, transactions near the business day cutoff may land on different business dates in each system.
Note: You should not begin your PEP audit until 15-30 minutes after the Toast End of Business Day has passed. Starting immediately after the cutoff will disconnect PEP causing all in-flight syncs to fail.
Hilton: Potential Causes in Toast POS
Hilton: PMS Sync Failures
Not all payments successfully synchronize with Hilton's PMS. A payment may fail to post due to connectivity issues, timeout errors, or data validation failures. These failed syncs result in Toast recognizing a payment that PEP never receives.
Hilton: Refunds Are Not Posted to the PMS
Toast does not post refunds to Hilton's PMS. This is by design to avoid partial refund complexity and reporting mismatches between Toast and PEP.
Voids are posted to the PMS as reversals. Voids are completed the same day as the transaction occurred before payment has been captured.
Refunds are not posted to the PMS. Refunds are issued after the payment has been captured through the nightly close-of-day process.
This means that if a guest's payment is captured on Monday and refunded on Tuesday, PEP will reflect the original charge but will not reflect the refund. Toast's reports will show the refund.
This creates an expected, explainable variance equal to the refund amount.
Hilton: Checks Without Payments
Checks that are discounted 100% (comped) and closed without a payment do not post to the PMS. Only checks with payments are transmitted.
Select Hilton customers can add tips to comped checks. Comped checks with attached tips will post to the PMS. This feature is currently rolling out to Hilton customers. If you do not have this feature at this time, check back soon for updates!
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Hilton: Unpaid/Open Checks
Checks that remain open (not yet closed or paid) at the time of close-of-day will not post to the PMS for that business date. If they are closed on a subsequent date, they will post to PEP on the date the payment is captured; not the date the order was originally created.
Hilton: Deposit and Paid-In Timing
When a guest pays today for an order scheduled for a future date (e.g., ordering breakfast tonight for tomorrow morning), Toast recognizes the payment today as a Paid-In and the revenue tomorrow as a Deposit.
The payment posts to the PMS on the date and service period in which the payment is made; not the date or service period when the order is scheduled for fulfillment. The associated revenue is not recognized until the fulfillment date. This creates a temporary cross-date mismatch between payment and revenue figures.
Hilton: Sales Category Mapping
If menu items are not assigned to a sales category, they may not appear correctly in category-level reporting. This can cause discrepancies when comparing Toast's category breakdowns against PEP's revenue center totals. For instructions on bulk-assigning sales categories and other item settings, see Use Advanced Properties to Edit Your Menu in Bulk.
Hilton: Reconciliation Workflow Overview
This overview of the reconciliation workflow gives you a high-level view of how to troubleshoot these discrepancies. These steps correspond with the numbered sections in the Hilton: Toast Reports to Aid in Reconciliation section to ensure you are working through these reports in the most efficient manner:
Compare Sales Summary totals to PEP totals. If they match, no further action is needed.
If mismatched, check the Payments Report. If any syncs failed, view the Hilton: Escalation Paths section for next steps.
If all syncs are successful, check the Orders Report for revenue center, tax, and discount variances.
If variances persist, check the Item Details Report for category-level breakdown. Look for unpaid checks, 100%-discounted checks, and unassigned sales categories.
If a timing issue is suspected, check the Deposits Sales Collected Report.
If a refund gap is suspected, check the Refunds Report.
If still unresolved, view the Hilton: Escalation Paths section for next steps.
Hilton: Toast Reports to Aid in Reconciliation
Use the following reports in the order below to systematically isolate discrepancies:
1. Hilton: Sales Summary
The Sales Summary provides a high-level view that helps identify obvious imbalances quickly such as:
Total net sales, tax, and discount figures for the business date
Whether any sales categories have unassigned items (which can cause category-level mismatches)
Presence of 100%-discounted checks without payments (these do not post to PMS)
Unpaid/open checks
Refund activity
If the Sales Summary totals match PEP, no further investigation is needed. If they do not match, proceed to the reports below to isolate the source.
2. Hilton: Payments Report (Payment-Level Detail)
The Payments Report is the only report that provides payment method detail. Use it to verify which payments posted to the PMS and which did not.
To investigate this:
In Toast Web, navigate to Reports > Payments.
Using the filter drop downs, toggleon the following columns:
PMS Sync Status: This column indicates whether the payment successfully posted to PEP. Look for any status other than Success.
Room Info: This column displays the guest's room number. This column is only populated on room charge payments.
Other Type: This column clarifies which Other Payment Types were Room Charges versus gift certificates, pre-paid reservations, or other non-room-charge tenders.
Select Update to view these columns in your report.
3. Hilton: Orders Report (Revenue Center and Tax Detail)
Use the Orders Report to find revenue center, tax totals, and discount totals per order. The Orders Report allows you to compare revenue center totals and tax/discount figures against PEP to determine where differences exist.
4. Hilton: Item Details Report (Category-Level Breakdown)
The Item Details Report is the only report with a clean, exportable breakdown of sales by category, including order numbers. Use this when you need to:
Identify which specific items or categories are contributing to a variance
Cross-reference individual checks between Toast and PEP
Verify that all items are assigned to the correct sales categories
5. Hilton: Deposits Sales Collected Report
The Deposits Sales Collected Report shows payments collected on a business date that differ from the order's fulfillment date. Use this report when you suspect a timing mismatch caused by scheduled future orders.
Example: A guest orders breakfast at 9 p.m. on Monday for delivery Tuesday at 7 a.m. and pays at the time of ordering. Monday's report shows the payment (paid in); Tuesday's report shows the revenue (deposit). The Deposits Sales Collected Report surfaces this discrepancy.
For more detail on paid-in and deposit concepts, see: Reporting on Scheduled Future Orders.
6. Hilton: Refunds Report
Since Toast does not post refunds to PEP, any refund processed after close-of-day will create an expected discrepancy equal to the refund amount. Use this report to quantify any refund-related variance.
If PEP shows a higher total than Toast for a given business date, check the Refunds Report for that date. The refund amount should account for the difference.
For more detail on how refunds appear in Toast reporting, see: How Do Refunds Appear in Toast Reporting
Hilton: Escalation Paths
If you are still struggling to resolve reporting discrepancies using the reports above, please escalate to either Toast or Hilton support depending on where the issue seems to lie.
If the issue appears to originate from Toast, please contact Toast Customer Care with the following information:
Business date(s) in question
Specific variance amount
Screenshots or exports of the relevant Toast reports mentioned above
If the issue appears to originate from Hilton PMS (e.g., manual adjustments, posting delays, etc), please contact the Hilton IT or PMS Support team for PEP/PMS investigation.