FAQ - Front Office / Reservations
Why does the estimated total show $0 when creating a single reservation under a group name, whereas guests want to pay individually?
This occurs when the group master reservation's Guarantee Type is set to Room and Tax or All Charges. To resolve this, change the Guarantee Type on the group master reservation to None. If no charges have been posted yet, this change will automatically apply at the next audit. If charges have already been posted, any previous charges can be transferred from the group folio to the individual folio (and vice versa, if needed). Future charges will be posted to the correct folio.
This occurs when the group master reservation's Guarantee Type is set to Room and Tax or All Charges. To resolve this, change the Guarantee Type on the group master reservation to None. If no charges have been posted yet, this change will automatically apply at the next audit. If charges have already been posted, any previous charges can be transferred from the group folio to the individual folio (and vice versa, if needed). Future charges will be posted to the correct folio.
What does "OE: SWITCH DOWN" mean when trying to authorize cards?
This error message from Elavon indicates an outage with their Fusebox system.
This error message from Elavon indicates an outage with their Fusebox system.
Where can I find the Rebuild Res Matrix tool?
The Rebuild Res Matrix tool is located in Front Office > Supervisor > System Maintenance. If you don’t see it, check your browser zoom settings or ensure the logged-in user has access permissions.
The Rebuild Res Matrix tool is located in Front Office > Supervisor > System Maintenance. If you don’t see it, check your browser zoom settings or ensure the logged-in user has access permissions.
How can I remove a room block on a room?
You can remove a room block by going to Front Office > Supervisor > Res Management or by editing the reservation and clearing the room number field.
You can remove a room block by going to Front Office > Supervisor > Res Management or by editing the reservation and clearing the room number field.
How do I handle a canceled reservation with an advance deposit balance when the arrival date has passed?
Go to the reservation’s Deposit Details and either refund or forfeit the deposit.
Go to the reservation’s Deposit Details and either refund or forfeit the deposit.
Can I print a confirmation letter for a checked-out reservation?
No, confirmation letters can only be printed before a reservation is checked into the system.
No, confirmation letters can only be printed before a reservation is checked into the system.
How can I view company profiles while in the Add Res form?
Select the Company on the reservation screen, click the magnifying glass next to it, and choose Setup.
Select the Company on the reservation screen, click the magnifying glass next to it, and choose Setup.
How can I change a reservation to show the correct City Ledger account?
If the reservation is still checked in and active, change the payment method to Cash, then back to City Ledger. Select the appropriate City Ledger account to direct bill the folio at check-out.
If the reservation is still checked in and active, change the payment method to Cash, then back to City Ledger. Select the appropriate City Ledger account to direct bill the folio at check-out.
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 backdate a reservation after it’s saved?
A reservation can only be backdated—assigned an arrival date earlier than the current date—at the time of creation. Once the reservation is saved, the arrival date cannot be changed to a date before the current audit date. However, you can manually charge for the additional night if needed.
Why can’t I change guest information after check-out?
For record-keeping purposes, guest and reservation information cannot be updated once the reservation is in the check-out status. To make changes, you must update the guest's profile in the Sales & Marketing module. Be cautious, as updating the profile will apply changes to all reservations linked to the guest.
What is the override password required when creating or extending a reservation?
The override password is prompted when attempting to override a restriction or make an overbooking. This password is set up by your management team and can be accessed from the Management Property Settings Parameters.
Why does a Refund Advance Deposit Mastercard show as a "Refund Visa"?
In Visual Matrix, the "Visa/Mastercard" posting subcategory is used by default because Visa and Mastercard are typically processed under the same merchant account and itemized together. As a result, the default codes in the system (e.g., "VS" for "Payment Visa/Mastercard") represent both card types.
If your property has created a standalone accounting code for Mastercard, it will still be categorized under the "Visa/Mastercard" subcategory. When the system processes an automated payment or refund and cannot specify a unique code, it defaults to the first matching code within the "Visa/Mastercard" subcategory—usually the "Refund Visa" code. In reports such as the daily summary or operator cash-out, all transactions in the "Visa/Mastercard" subcategory are grouped together.
We understand this setup may cause confusion for properties treating Visa and Mastercard as separate accounts. As part of our ongoing localization efforts, we are actively exploring potential updates to better accommodate these regional differences.
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