FAQ - Front Office / Groups
Group Check-In and Check-Out Actions
Can I reverse a Group Check-In or Check-Out?
No, this is not possible. Once a group is checked in, the action cannot be undone. Similarly, a checked-out group cannot be reinstated.
Can I check in all rooms in a group at once?
This is only possible if the Guarantee Types are either "Rm & Tax" or "All Charges" as normally, nothing should be on each individual folios (except some incidentals for the "Rm & Tax") and everything should be on the group Master.
Instead of opening the individual reservation, open the group reservation and check in the group itself. If it is a "Rm & Tax" or "All Charges" Guarantee Types, then the process will include a step to check in all rooms from the group at the same time.
Can I check out all rooms in a group at once?
As it is possible to check in all the rooms at once, it is possible to check out all the rooms at once, and this, whatever the Guarantee Type, as long as the folio of the room is at $0.
Instead of checking out the room from the guest folio, open the group folio and check out the group from there.
You won't be able to check out the individual rooms without checking out the group master from there. If the group master is not at $0 and cannot be at that moment, then you will have to check out every individual folio one by one. However, make sure you do check out the group folio shortly to avoid a pending balance in the guest ledger.
Managing Reservations Within a Group
Can I add an existing reservation to a group, even if it’s outside the group’s current allocation?
Yes, you can. To do this, open the reservation and scroll to the Stay Details section. On the right side, click "Add" next to the Group Name field. If there are any groups with dates that match the reservation, they will appear for selection.
However, a few conditions must be met:
- The reservation dates must fall within the group’s arrival and departure dates.
- The allocation drop date for the group must not have passed.
- If there are no allocations left, the "Res To Alter Group Allocations" setting must be enabled in the Management Parameters.
Can I remove an existing reservation from a group?
At this time, removing a reservation from a group is not an available option. If the reservation was created from a group allocation and is no longer needed, the only solution is to cancel the reservation.
As long as the allocation drop date has not passed, the canceled room will automatically return to the group’s available allocation.
I updated the group details, but existing reservations didn’t change. Did I do something wrong?
No. Many settings — including Comments, Internal Comments, Tax Exempt, Discount Code, and Add-Ons/Packages — only copy to reservations at the time they are picked up. Any changes made later will apply only to future pickups, not to reservations already created.
Group Allocation and Availability
What is a group allocation drop date and why is it important?
The drop date determines when unused rooms from a group block are released back into general inventory. If the drop date hasn’t passed, those rooms will remain unavailable for other bookings, even if no one has picked them up.
What does the message "Unable to make change since the group's allocation drop date has already occurred" mean?
When setting up a group, you define an allocation drop date—this is the date when any unpicked rooms are released from the group block and returned to general inventory.
If you see this message, it means the drop date has already passed, and as a result, you can't make changes to the group allocation. This includes modifications like changing room types or adding more rooms, even for reservations that were already picked up.
To make changes, you’ll need to reopen the allocation by updating the drop date to a future date. You can also adjust the drop setting from “Arrival Date” to “Departure Date,” depending on your needs.
Is there a way to remove unpicked allocations from a group?
Yes, there is—this is often referred to as a "Flush". In the system, it's called the "Reinstate" option, found next to the Allocation Drop Date. It removes any unpicked rooms from the group allocation, but only if the drop date has already passed.
This option is meant to align the group allocation with actual pickup, not to drop unpicked rooms at any time. It’s especially helpful if you want the proforma to reflect real reservations.
How can I release unpicked group rooms back to availability?
You have two options:
- Change the drop date on the group reservation to today—this will immediately release any unpicked rooms.
- Reduce the allocated room count for the group reservation—this will free up specific room types while keeping the rest of the allocation.
Allocation lines cannot and should not be deleted. If you need to release all rooms, reduce the number to 0 rather than removing the line.
Why does the Availability screen show no rooms available even though I have rooms open?
This can happen when a group allocation is holding rooms. If the group’s drop date hasn’t passed yet, all unpicked rooms remain blocked from general availability—even if they haven't been reserved.
Group Billing, Deposits, and Folios
Is it possible to set up some rooms in a group to be charged individually, while others are charged to the group master folio?
This feature is not currently available. However, there are two workarounds:
- Create two separate groups—one for the 10 rooms with the All Charges guarantee type and another for the remaining 40 rooms with the None guarantee type.
- Charge everything to the group master folio and then either daily or at the end of the stay, transfer the charges that should have been applied to individual rooms from the group master folio to the respective individual folios.
Can I move deposits from the group folio to individual reservations?
No. Once posted, deposits remain on the group master folio and cannot be split or transferred.
Can I print a group deposit receipt?
No, this option is not currently available.
Group Reporting and Proformas
Why does the proforma show numbers that don’t match my picked-up reservations?
This is expected behavior. The proforma reflects the full group allocation, not the number of rooms that have been picked up. It’s designed to show the original allocation details, regardless of how many rooms have been reserved so far.
Group Setup and Management
Can I duplicate a group?
No, this option is not currently available.
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