Adjust a Charge in a Guest Folio (Cloud) 🎥
🎥 Watch Video
Every so often, a guest folio charge needs to be corrected — maybe a posting was entered incorrectly, or a guest received a special discount after check-in. The Visual Matrix Cloud PMS makes it easy to adjust charges directly in the folio so your billing stays accurate and your guests stay satisfied. Here’s how it works.
Path: Front Office > Cashiering > Guest Account
Instructions
1. Click on In-House Guests on the right side of the screen to view the list of current guests.
2. Select the guest whose folio you want to adjust.
3. Click on View to open the detailed folio screen.
4. Highlight the charge line item that needs to be corrected.
5. In the Details Posting section at the bottom, enter the corrected amount (before tax) in the Override field.
6. Click Save.
7. Enter a Reason for Adjustment, then click OK.
8. Review the updated fields — Amount, Modified, By, and Original — to confirm the adjustment details.
Charges with attached details — such as discount codes or revenue distribution — cannot be overridden. This includes Room Charges with discounts applied or postings allocated to multiple revenue accounts. To correct these, void the original charge and repost it through Detail Posting instead.
Still need help with this topic?
Ask Yourself:
- Did I open the correct guest folio from Front Office → Cashiering → Guest Account?
- Did I select the correct line item before overriding?
- Did I confirm the charge type (room, tax, or miscellaneous) before adjusting?
- Is the charge linked to a discount code that prevents override?
Support May Ask You:
- Which charge were you attempting to adjust?
- Did the charge include a discount or package code?
- What error or restriction did you encounter when saving the change?
- Was this for a current guest or a checked-out folio?
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