Support

How can we help?

We're here to make sure your night audit runs perfectly every night. Reach out and we'll respond within one business day.

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Email Support
For all questions, setup help, and technical issues. We respond within 1 business day.
support@lunahotelai.com
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License & Billing
New licenses, renewals, cancellations, and billing questions.
Request a License
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Response Time
We monitor support requests during business hours Monday through Friday.
Within 1 business day

Getting Started

1
Install Luna Hotel AI
Install the add-on from the Google Workspace Marketplace. Open a Google Sheet — the Setup and Audit menus will appear automatically in the menu bar.
2
Run the Setup Wizard
Click Setup → 🧙 Setup Wizard and follow the steps. You'll enter your hotel name, INN code (e.g. NC772), email address, and Google Drive folder locations. The wizard saves everything to the CONFIG sheet automatically.
3
Install the Nightly Trigger
Click Setup → ⏰ Install Nightly Trigger to set up the automated pipeline. Default window is 3–8 AM. Luna will check your Gmail every 30 minutes during this window and process your night audit report automatically.
4
Load Historical Data (Optional)
To load months of historical journal data, drop all your CSV files into the Upload folder and click Audit → đŸ“Ĩ Bulk Journal Load. Duplicate rows are automatically skipped — safe to run multiple times.
5
Verify Your First Run
After your first overnight run, check your inbox for the audit summary email. Open your spreadsheet and review ACTION_TODAY, CASH_BY_DATE, and ADJUSTMENT_REVIEW. Contact us at support@lunahotelai.com if anything looks unexpected.

Common Questions

The pipeline didn't run last night — what do I check?
First check the PROCESS_LOG tab (Setup → View Process Log) for any error messages. Common causes: the night audit email hadn't arrived by 8 AM, the InnCode in CONFIG doesn't match the email subject exactly, or the nightly trigger isn't installed. Run Setup → ⏰ Install Nightly Trigger to verify triggers are active. You can also run Audit → 📧 Fetch from Gmail manually to process today's email right now.
The pipeline is stuck — PENDING_STEP won't clear.
Go to Setup → 🔧 Clear Stuck Pipeline. This resets the pipeline state so it can run fresh on the next polling cycle. If the busy lock is also stuck, run Setup → 🔧 Clear Busy Lock. Both are safe to run at any time.
Guests are showing CHECKED OUT when they should be IN-HOUSE.
This usually means the in-house file wasn't detected correctly in the ZIP. Run Setup → 🔍 Debug Inhouse Match to diagnose the issue and check PROCESS_LOG for details. The in-house file is identified by the "Override Start" column — make sure your PMS export includes it.
CASH_BY_DATE is missing dates or showing wrong amounts.
Run Setup → 🔧 Repair Blank Posting Dates to fix any rows where the Posting Date is missing. Then run Audit → 🔄 Rebuild Tabs Now to refresh all output tabs. If dates are still missing check PROCESS_LOG for any WARN entries about unparseable dates.
The rebuild is timing out with a 6-minute error.
First run Setup → 🗑ī¸ Purge Empty Rows to remove blank rows from MASTER_LEDGER. Then go to the CONFIG sheet and reduce LedgerScanDays from 30 to 14. Luna will automatically rebuild faster. If timeouts continue, run Setup → 🗄ī¸ Archive Old Ledger Rows to move old data to MASTER_LEDGER_ARC.
How do I add a second email recipient for the audit summary?
Go to the CONFIG sheet and find the EmailTo row. You can add multiple email addresses separated by commas. Use the EmailCC row for CC recipients. Changes take effect on the next pipeline run.
How do I run Booking.com or Expedia reconciliation?
Download your monthly statement CSV from the Booking.com or Expedia extranet. Drop it in your Upload folder. Then click Audit → 🏨 Booking.com Reconcile or Audit → 🏨 Expedia Reconcile. Results are written to the BKC_RECON or EXP_RECON tabs automatically. The source file is archived when done.
How do I check what version of Luna I'm running?
Click Setup → ℹī¸ About Luna Hotel AI. This shows your current version, build date, INN code, installation date, last successful pipeline run, license status, pipeline state, and active triggers.
My license shows as invalid — what do I do?
Contact us at support@lunahotelai.com with your hotel name and INN code. We'll verify your license status and reactivate it if needed. You can also run Setup → 🔑 Test License to see the exact license status and error message.