Glossary and Common Acronyms (Index) - Visual Matrix PMS

Glossary and Common Acronyms (Index) - Visual Matrix PMS

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The 1099 form is used to report to the US government income earned by travel agents as commissions, and income earned by owners of hotel condo units (when OPV_<version number> OPERA Vacation Ownership System license is active) after any deductions but before any applied fees.

A 2way is a type of communication that goes both way between a PMS and a Channel Manager. In the case of a 2way, the PMS will send rates and inventory to the CM and the CM will send back reservations to the PMS. The opposite would be a one way, where the CM would only send reservations to the PMS but then the hotel would have to close its inventory into each OTA portal individually. In Visual Matrix, every CM offered is a 2way (BW, Vertical Booking, Siteminder, SynXis, Travelclick, Innlink, Windsurfer).

7P is a credit accounting code but not a payment account. It is a prepaid code.
A prepaid payment refers to a financial transaction in which funds are paid in advance, and the payment amount is stored or held in an account to be used at a later time for goods or services.

The 7T code facilitates transferring an Advance Deposit from the Advance Deposit City Ledger Balance to the Guest Folio on the Guest Ledger Balance within Visual Matrix. It's crucial to recognize that this code doesn't offer a voiding capability, and its unintended application may disturb the Guest Ledger's equilibrium.


Account Details :  
The "Account Details" section in the city ledger displays information about invoices, including specific folio details within each invoice, and indicates if any payments have been applied to the invoice. It's important to note that only invoices with remaining balances will appear here. Once the invoice is paid in full, it will be moved to the Invoice History section.

The accounting module in Visual Matrix is where you will find access to city ledger, travel agents, and night audit sections. 

Accounting code:
An accounting code is a unique identifier assigned to different financial transactions or elements within an accounting system. It helps categorize and track transactions according to specific criteria, such as type of expense, revenue source, department, or project. Accounting codes facilitate the organization, analysis, and reporting of financial data within an organization's accounting framework.

Accounting Flow
In hotel accounting, the flow typically begins with recording transactions in the city/guest ledgers, followed by categorizing revenues and expenses into specific accounts such as room revenue, food and beverage revenue, and operating expenses.

Accounting Periods:
Accounting periods are specific time intervals (e.g., monthly, quarterly, annually) during which financial transactions are recorded and financial statements are prepared. They help businesses track performance and comply with reporting standards.

Guest activities in hotels typically include participating in recreational activities like tours or sightseeing, and attending events or meetings hosted by the hotel. These activities and the fees can be setup in Visual Matrix and added to the reservation or group.

ADR (Average Daily Rate) is a hotel industry metric that calculates the average revenue earned per occupied room. It's determined by dividing total room revenue by the number of rooms sold (occupied) during a specific period. For example, if a hotel generated $10,000 in room revenue, and sold 100 rooms during that same period, the ADR would be $10,000 divided by 100 which equals $100.

Advance Deposit
Advance deposits are accounts payable found in the city ledger. When a guest pays a deposit prior to registration, the hotel incurs an account payable to the guest for services to be rendered in the future. Advance deposits from all guests are collected in a common advance deposit account. This amount is then transferred back to the guest's front-office account (folio) upon check-in.

Aging Report
An Aging Report is a financial document that provides a summary of outstanding accounts receivable balances categorized by the length of time the invoices have been outstanding. It typically divides accounts receivable into different aging buckets based on the number of days past due, such as current, 30 days past due, 60 days past due, 90 days past due, and so on.

Refer to notifications or warnings about specific events or situations that require attention from the staff. Security, fire, room status, maintenance, guest and payment alerts can be generated by various systems.

Allocating rooms for a group entails assigning a block of rooms to accommodate the group's size and preferences. This involves coordinating with the group organizer to determine room types, special requests, and any specific needs.

An antivirus is a software designed to detect and remove malicious software from computers and devices, protecting them from viruses, worms, spyware, and other threats.

ARI stands for availability rates and inventory.

ARP (Address Resolution Protocol)
ARP is the process that defines which IP addresses are bound to which MAC address. This list of address translations is referred to as an ARP Table, and each computer maintains its own table. An incorrect entry in the ARP table can prevent one machine from communicating with another. Some routers, particularly a Nomadix (commonly used in hotels to provide internet access to their guests), can wreak havoc on ARP tables across a LAN. This is by design, and devices like these should not be used by the hotel’s business computers.

Guests checking into the hotel for their stay. It's the process of guests arriving at the hotel, completing check-in procedures, and being assigned rooms for their accommodation.

Assa Abloy
 Offers a wide range of locks that satisfies the need for locking in a variety of applications such as hotel doors. 

Night audit is a nightly process in hotels to reconcile financial transactions, ensure accuracy in accounting records, and prepare for the next day's operations.

Refers to the approval given by a cardholder's bank to proceed with a transaction, such as a purchase or withdrawal, using a credit or debit card. This process verifies that the cardholder has sufficient funds or credit available to complete the transaction.

Availability in hotels refers to the number of rooms that are vacant and ready for occupancy at a given time. It indicates the capacity of the hotel to accommodate guests without overbooking. Availability is crucial for hotel management to ensure efficient room allocation, maximize occupancy rates, and meet the demands of potential guests. It is often managed through reservation systems, which track bookings, cancellations, and room inventory in real-time to provide accurate availability information to guests and hotel staff.

Average Daily Rate (ADR)
The ADR is a statistical unit that represents the average rental income paid per occupied room in a given time period. It is calculated by dividing the room revenue by the number of rooms sold.


A balance refers to the amount of money remaining in an account after all debits and credits have been accounted for. It represents the net result of transactions and reflects the current financial status of the account. Balances can be positive (indicating surplus funds) or negative (indicating a deficit or debt).

Base Rate (aka Rack Rate)
Base rates (previously known as "default rates") show automatically for any dates not covered by tier or peak rates. They are in place for every date to have a minimum rate.

Batch Report
A credit card batch report is a document that summarizes all credit/debit card transactions processed by a merchant within a specific time period, typically a day. It provides details such as the total number of transactions, total sales amount, refunds, voids, and any adjustments made.

Prevent someone from seeing or doing something in a section of Visual Matrix. This term can also apply to blocking rooms for a group or individual. 

Book Res
Book Res offers a fast and efficient method for generating reservations within Visual Matrix. This single-screen provides an overview of available rooms, rates, and all essential reservation details that influence pricing, including arrival and departure dates, guest count, company affiliation, and rate plan.

Broker Service
Is a third-party intermediary that facilitates the processing of credit card payments between merchants and payment processors or acquiring banks. These broker services typically offer software or platforms that allow merchants to accept credit card payments online, in-store, or through mobile devices. They handle the encryption, transmission, and authorization of payment data securely, ensuring compliance with industry standards such as PCI DSS (Payment Card Industry Data Security Standard)

Web browsers like Google Chrome, Mozilla Firefox, Safari, and Microsoft Edge are software applications used to access information on the World Wide Web.

BW PKI refers to Best Western's Public Key Infrastructure, which is a system used for managing digital certificates and encryption keys to secure communications and authenticate users. The "Best Western folder" mentioned likely refers to a directory or location within the hotel's computer systems where the certificates necessary for running the interface with Best Western's systems are stored. These certificates are essential for establishing secure connections and ensuring the integrity and confidentiality of data exchanged between the hotel's systems and Best Western's servers.

BWR (Best Western Rewards) is a loyalty program offered by the Best Western hotel chain. It allows members to earn points for their stays at Best Western properties, which can then be redeemed for free nights, room upgrades, gift cards, and other rewards.


Call Accounting
A hotel call accounting interface tracks and manages telephone usage within the establishment. It facilitates guest billing, departmental billing, call logging and reporting, integrates with PBX systems.

"Cancel" in the context of a hotel booking refers to the action of voiding or retracting a previously made reservation. When you cancel a hotel booking, you typically forfeit any deposit or prepayment made, and depending on the cancellation policy, you may incur additional fees. Canceling a booking allows the hotel to make the room available to other potential guests.

Is a module in Visual Matrix that gives you access to guest account, group account and the house account section 

Cendyn is a catalyst for digital transformation in the hospitality industry to drive profitability and guest loyalty through an integrated technology platform that aligns revenue, eCommerce, distribution, marketing, and sales teams with centralized data, applications, and analytics, so they can capture more demand and accelerate growth. Simply said, it is a CRM application that has an API interface with Visual Matrix.

A charge refers to a financial transaction where a customer incurs an expense or owes money to a business or service provider in exchange for goods or services rendered.

Check Compare
The Check Compare report gives you a comparison between Visual Matrix and Member Web on the room types and discount codes mapped in Visual Matrix and the discount codes available for your property in Member Web. The report can be generated up to 3 times per day.

Check out" typically refers to the process where a guest leaves a hotel or other accommodation after completing their stay. During check out, the guest settles any outstanding bills, returns keys or access cards, and formally concludes their stay.

Check-in" refers to the process where a guest arrives at a hotel or other accommodation and registers their arrival. During check-in, guests provide personal information, such as identification and payment details, and receive room keys or access cards. Hotel staff may also provide information about hotel amenities, policies, and local attractions during this process.

Checked out with balance
This is when a folio has been checked out but still has a balance on it, because of a void, adjustment or adding a posting after being checked out 

Chilkat's email component provides a comprehensive set of tools for developers to incorporate email functionality into their applications, whether it's for sending transactional emails, processing incoming messages, or implementing email-based features.

Chrome, developed by Google, is a fast and popular web browser known for its minimalist design, efficient tab management, extensive extension ecosystem, and strong security features like automatic updates and sandboxing. It also offers seamless syncing across devices, robust developer tools, and privacy controls such as incognito mode.

City Ledger
The city ledger is the collection of accounts belonging to non-registered guests. This is distinct from the Guest Ledger, which is the collection of accounts receivable for guests who are currently registered. The vast majority of accounts in the city ledger are accounts receivable, exception is for the advance deposit account which is an account payable. Instead of billing separately for each individual service that the hotel provides, the charges are accumulated in the company's city ledger account. The hotel then periodically sends the bill to the company.

Client Station
A sub computer that is not the main (server ) computer. You can have multiple client stations but will only have one server. This terminology only applies to properties that use our desktop version. 

Close is a status used in Visual Matrix to show rooms are sold out or the property has prevented inventory, or discounts from being used. This status can be applied locally or to third party sites. 

Cloud-based software simply refers to any software program or application that's stored, managed, and available through the cloud. To access such services or software programs, users must have an internet connection. It is generally stored on shared computing resources, such as cloud servers.

CM (Channel Manager)

A Channel Manager is a platform connected to the PMS that will connect the hotel to hundreds of online distribution channels in real-time. Visual Matrix is interfacing with BW, Vertical Booking, SiteMinder, SynXis, TravelClick, InnLink and Windsurfer.

CMD Prompt
CMD Prompt," short for Command Prompt, is a command-line interpreter application available in Windows operating systems. It provides users with a text-based interface to interact with the system using commands. Users can execute various tasks such as navigating the file system, running programs, managing files and directories, configuring system settings, and performing troubleshooting tasks

Refers to the fee paid to intermediaries such as travel agencies, online travel agencies (OTAs), tour operators, and other booking platforms for facilitating bookings and bringing guests to the hotel.

Commissions Payable
Refers to the money that the hotel owes to third-party entities, typically travel agencies or booking platforms, as a result of bookings made through them. 

In hotel terms typically refers to an organization or entity that books rooms or services for its employees, guests, or members. This could include corporate clients, businesses, or groups that arrange accommodation for their staff, delegates, or event attendees. The term "company" is often used interchangeably with "corporate account" or "business client" in the hotel industry.

Competitor Data
Refers to information and insights gathered about other hotels or accommodation providers operating in the same market or targeting a similar customer base. This data is collected and analyzed to understand how competitors are performing, what strategies they are employing, and how they are perceived by customers. 

Is a formal acknowledgment provided by the hotel to the guest, confirming the details of their reservation, including dates, room type, and any special requests. It serves as a guarantee that the booking has been received and processed successfully.

Credit Card Authorization
A credit card authorization is an approval from a credit or debit card issuer (usually a bank or credit union) that states the cardholder has sufficient funds or the available credit needed to cover the cost of a transaction they're using a card to complete. It is not a charge. An authorization will always show in the "pending" section of a credit card statement; As where a charge will show in the "settled" section.

Credit Card Batch
Also known as a batch settlement or simply a batch, refers to a collection of credit card transactions that a merchant submits for processing during night audit to the payment processor or acquiring bank.

Credit Card Charge
In Visual Matrix, the step between an authorization and the credit card charge ONLY happens when the payment is posted on the folio and goes through the credit card batch during the night audit.

Credit Card Chargeback
A chargeback is an action taken by a bank to reverse electronic payments. It involves reversing a payment and triggering a dispute resolution process. Generally, chargebacks occur between a merchant and a credit card issuing bank or a consumer. However, chargebacks are sometimes issued against consumers, for example in the case of an erroneous ATM deposit. Usually, chargebacks are used to reverse a payment in the case of a billing error, unauthorized credit card use or failure to deliver a product or service. There is no official way to manage charge backs in Visual Matrix. But as it is considered as a lost, you can create an accounting code that will offset the payment and then transfer the amount to a CL Chargeback Account that will then be written off.

Credit Card Configuration
The setup and management of credit card payment options within the hotel's reservation and payment system. It involves configuring parameters such as accepted card types, security protocols, and authorization procedures. This ensures smooth processing of payments and provides guests with convenient and secure payment options during their stay.

Credit card number
A credit card number is a numerical sequence assigned to an individual credit card account, allowing for electronic transactions and purchases. It serves as a key identifier for the cardholder's account, enabling secure transactions both online and offline.

Credit Card Settlement
A batch settlement is the process for a merchant to receive their funds of their submitted batch. After a batch is submitted, the payment processor sends the transaction to the issuing bank. The issuing bank verifies the transactions. In Visual Matrix, this happens every night during the night audit. Once a transaction has been through a batch settlement and is settled, it cannot be override or voided.

Credit Card swipers
Credit card swipers, also known as credit card readers or card terminals, are devices used to process credit and debit card transactions. They come in various forms, from small handheld devices to larger countertop units. The process typically involves swiping, inserting, or tapping a customer's card to capture the card information, followed by the entry of additional required information such as PIN codes or signatures.

Credit Limit
Refers to the maximum amount a guest can charge to their room during their stay without settling the balance immediately. It is typically determined by the hotel based on factors such as the guest's credit history, length of stay, and anticipated expenses. Exceeding the credit limit may require immediate payment or may result in restrictions on further charges until the balance is settled.

CRM (Customer Relationship Management)
CRM is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information. In this area, Visual Matrix has an interface with Cendyn.

CRS (Central Reservation System)
A central reservation system or CRS is a platform used in the hotel industry to centralize reservations, distribution, rates and inventory in real time. It is a key tool in order to streamline the operational processes behind running a hotel because it connects and centralizes information from the property management system, different distribution channels, and call centers all in one platform. The CRS acronym is fairly interchangeable with GDS.

CRS Comments
Refers to specific notes or remarks added to a reservation from a Central Reservation System (CRS). This is utlized by Best Western and Synxis interfaces and provide additional information or special instructions related to the guest's booking, such as room preferences, special requests, rates, payment or important details about the reservation that hotel staff should be aware of to ensure a smooth and personalized guest experience.

Your hotel is closed to any arrivals. It does not prevent reservations from being extended or someone from booking the day prior and including this date in their stay. 
This is not linked to your available inventory, but to a decision to close to arrivals maybe to privilege longer stays.


Daily Rates
Refers to the cost charged for staying in a hotel room for a single day. These rates typically vary based on factors such as the hotel's location, the type of room (standard, deluxe, suite, etc.), the time of year (peak season vs. off-peak season), and any additional amenities or services included in the stay. Some hotels offer discounts for longer stays or for booking in advance, while others may have dynamic pricing that fluctuates based on demand.

Daily Report
The Daily report recaps all the activity within the last audit. This daily report includes hotel statistics, like the total earnings from hotels revenue centers. Numbers from each revenue center will display for the day, MTD (month to date), last year MTD and variance between the 2, and YTD (year to date), last year YTD and variance between the 2.

A database is an organized collection of structured information, or data, typically stored electronically in a computer system. A database is usually controlled by a database management system. 

Default Settings 
This section enables you to configure the quantity and formatting of reports for nightly printing or emailing. Once configured, these settings will be automatically applied whenever the user initiates the "Generate Reports" function within the reprint reports section.

Departures involve guests formally ending their stay at the hotel by checking out. This usually involves settling any outstanding charges, returning room keys, and completing any necessary paperwork.

Deposit Details
Deposit details" typically refer to the specific information regarding any monetary payments made by guests to secure their reservation or cover additional expenses during their stay before check-in.

Digital Alchemy

Direct Bill
Refers to an arrangement where a third party, such as a company or organization, is billed directly for the expenses incurred by their employees or guests during their stay at the hotel. Instead of requiring individual guests to pay for their accommodation and services upfront, the hotel charges the expenses to the designated third-party account. 

Refers to a variation, inconsistency, or discrepancy between expected or recorded information and the actual situation encountered. This can encompass a wide range of issues, such as discrepancies in room rates, reservations, billing, inventory.

"Do Not Rent." It's a designation that hotels use to flag specific guests or individuals who are not permitted to rent rooms or stay at the property. Reasons for implementing a DNR status can vary but often include instances where a guest has violated hotel policies, caused disturbances, engaged in illegal activities, damaged hotel property, or otherwise behaved inappropriately.

DNS (Domain Name Service)
DNS refers to the process of translating a Domain Name to an IP address. This process is also referred to as name resolution, but that term does not specifically relate to DNS. When trying to go to or, your computer contacts a DNS server, which then tells your PC what the IP address is.

 Refers to the process of creating tickets for reported problems, assigning them to appropriate personnel, tracking progress, resolving the issues, and maintaining records for future reference and analysis referred to as "tickets." 

Domain Names
A domain name is what you would call a web address, such as The last part of the address (.com, .net, .org, etc.) is referred to as a Top-Level Domain or TLD. In a way, a domain name is read from right to left, with the TLD being the first part considered. Next comes the Domain, which must be unique within a TLD. After that is the Sub-Domain, which must be unique within a Domain, and there can potentially be multiple Sub-Domains.

Dormakaba electronic locks are widely utilized in hotels to enhance security and streamline guest access. These state-of-the-art locks offer keyless entry options, such as RFID cards or mobile keys, providing guests with convenient and secure access to their rooms. Additionally, hotel staff benefit from features like remote access control and audit trails, allowing for efficient management of guest rooms and ensuring guest safety

Downtime Report
The Downtime Reports consist of Front Office reports intended for printing at the beginning of each shift in the event of an unexpected
or scheduled system outage. These reports offer crucial details to support hotel operations during periods of Visual Matrix unavailability. The bundle includes the following reports: Arrivals, Departures, In-House Guests, Room Rack Summary, and Availability screen.

DSL and Cable Internet are the two most common types of Internet connection in use. The difference between the two isn’t that huge, mostly in the medium (and devices) they use to transmit and receive, though cable typically provides better speeds in most cases. In terms of speed, there are two aspects: the upload speed and the download speed. Upload refers to the speed at which you can send data, and download refers to the speed at which you can receive data. DSL and Cable are both asymmetrical in this respect, meaning that they do not have the same up/down speeds, with the upload speed being much lower than the download speed. A typical DSL line will get 1.5mbps down but only 256 - 384kbps up, while cable can usually range from 2 – 6mbps down, and 382 - ~1mbps up. These types of connections are also half-duplex, meaning they can only send data in one direction at a time.
To do a speed test of you network, you can click here.

Refers to something that is exactly the same or very similar to something else. In various contexts, it can imply repetition, replication, or a copy of an original item or information. In Visual Matrix you have the option to duplicate a reservation. 

Dynamic IP
A dynamic IP is randomly assigned to the computer via DHCP. In order for a computer to receive an IP through DHCP, there has to be a DHCP server on their network. The other type of IP address is a Static IP.


EDS (Electronic Data Services) (Best Western Hotels)
Is a Best Western department that handles everything to do with loading data into MW for the two-way. That includes room types, rate plans, GTD/CXL policies, and even rates, though things that can be transmitted via the interface should only be done through the interface.

Elavon is a prominent payment solutions provider offering credit and debit card processing services for businesses worldwide. As a card processor, Elavon offers a range of payment processing services, including credit card processing, debit card processing, and other electronic payment solutions for businesses of all sizes. Their services typically include payment processing terminals, online payment gateways, and point-of-sale (POS) systems, allowing businesses to securely accept card payments from customers in-store, online, or on the go.

Electronic Locks
 Refer to advanced security systems used to control access to guest rooms, common areas, and other restricted areas within the hotel premises. These locks utilize electronic mechanisms, such as key cards or digital codes, to grant or restrict entry to authorized individuals.+

Emails, short for electronic mail, are messages distributed electronically over computer networks, typically the internet. They are one of the most widely used forms of communication, allowing individuals and organizations to exchange messages quickly and efficiently.

EMV (Europay Mastercard Visa)
EMV is a payment method based upon a technical standard for smart payment cards and for payment terminals and automated teller machines which can accept them. EMV originally stood for "Europay, Mastercard, and Visa", the three companies that created the standard.

Encryption key
A credit card encryption key USB is a small, portable device that securely stores encryption keys used to protect credit card data. These USB devices play a critical role in securing sensitive information during transactions, ensuring that payment data remains encrypted and inaccessible to unauthorized parties. By storing encryption keys on a USB device, businesses can enhance the security of their payment processing systems and comply with industry standards for protecting sensitive financial information.

Hotel terms typically refers to a maintenance engineer or technician who is responsible for ensuring the proper functioning of the hotel's infrastructure and equipment. They handle tasks such as repairing plumbing, electrical systems, HVAC (heating, ventilation, and air conditioning) systems, and other facilities-related issues. Additionally, they may also be involved in preventive maintenance to avoid breakdowns and ensure guest comfort and safety.

Refers to the process by which guests sign up for a hotel's loyalty or rewards program. This typically involves providing personal information, such as name, email address, and sometimes additional details like phone number or address, to create a membership account. Upon enrollment, guests may receive a membership number or card that allows them to earn points or rewards for their stays and other qualifying purchases at the hotel or its affiliated properties

enRoute Payment
enRoute was a credit card issued by Air Canada until 1992, when the airline sold its credit card division to Diners Club. The card was developed only for Air Canada transactions, but over time, the card was expanded into a more general credit card for business travellers, being accepted by hotels, restaurants, and other merchants. It offered such features as in depth transaction details and sorting of expenses by category. In 1989, enRoute card became the first credit card to earn its cardholders Aeroplan miles with their purchases. In 1992, Air Canada sold the enRoute card business to Diners Club.

The "environment" in a cloud-based hotel software system refers to the setup where the software operates. This includes the cloud infrastructure, software stack, development/testing environments, integrations, security measures, and scalability features. It ensures reliability, security, and performance while supporting hotel operations.

Is when a program doesn't behave as expected. There are different types: syntax errors happen during coding, runtime errors occur while the program runs, logic errors produce incorrect results, and exceptions handle unexpected conditions. Environmental errors stem from external factors like network issues or hardware problems.

Refers to the process of raising an issue, concern, or request to a higher level of authority or expertise within the organization for further review, resolution, or action. This escalation process typically involves transferring the matter from frontline support or customer service representatives to specialized teams, supervisors, managers, or executives who have the knowledge, authority, or resources to address the issue effectively.

Ethernet Adapter
An Ethernet adapter, otherwise known as a Network Interface Controller (NIC), is a device that allows a computer (or other devices) to access a network. They are also commonly called network interfaces. It provides the physical connection to the network, as well as the software connection to the operating system. A NIC can be a standalone expansion card or can be built onto the motherboard itself. Since onboard NICs rely on the computer’s CPU and memory to perform many functions that a standalone card can do without the computer’s help, an onboard NIC will not work as efficiently.

Ethernet Cable
An Ethernet Cable (or Cat5 cable) provides the physical connection between the NIC and the switch or router. It looks a lot like an oversized phone cable.

Allows hotel staff to create bookings and reservations specifically for events, such as conferences, weddings, meetings, or banquets. It includes features like scheduling event spaces, assigning rooms, and managing guest lists.

Expedia is a popular online travel agency where users can book flights, hotels, vacation packages, and more. It serves as a platform connecting travelers with various travel suppliers, offering convenience and a wide range of options for planning trips.

Express Checkout
 Refers to a convenient feature offered by hotels that allows guests to quickly and easily settle their bills and check out of their rooms without having to visit the front desk. This typically involves a streamlined process where guests can review their charges, authorize payment, and receive their final receipt via email or text message, all from their mobile device or in-room television.

Offering additional services or amenities beyond what is typically included in a standard booking. For example, a hotel might extend a complimentary late check-out to a guest as a gesture of goodwill, allowing them to stay in their room past the usual check-out time without incurring extra charges. The term can also be used to extend a stay.


F12 aka ''The Developer Tool.'' This tool is available on any browser. This will open the Developer Tools, either on the right side of your screen or in a separate window (can toggle to be split-screen or two windows). It will tell us if a request is running slow, but it may be a network or server issue.

''First Data Merchant Services'' Hotels often utilize merchant services like FDMS to securely process payments from guests using credit cards, debit cards, and other electronic payment methods. These services help hotels manage transactions efficiently and securely, ensuring a smooth payment experience for both guests and the hotel staff.

In Visual Matrix a fixed rate is a specific set rate an example is $89.99. In hotel terms typically refers to a pricing structure where the cost of accommodation remains constant regardless of fluctuations in demand or seasonality. In other words, guests pay a set rate for their room regardless of whether it's a peak season or a slower period.

Flat rate
Flat rate is a specific dollar amount that will be discounted from the applicable rack rate, an example is $20 off rack rate. 

A folio is an account showing charges or payments made during a guest's stay. An Open Folio is a guest account that allows the guest to check-out with an outstanding balance. For example, phone calls, minibar, laundry services, room service, valet, etc. anything that is billed to your room. In Visual Matrix, there is a difference between a Folio and an Invoice. Although both mean the same, an Invoice is used in the Accounting City Ledger side and is what is send to an city ledger account owner. An invoice can include one or multiple folios.

Forecast Reports
Forecast reports for hotels predict future demand and revenue based on historical data and market trends. They include occupancy forecasts, revenue projections, market analysis, booking pace analysis, segmentation analysis, and channel performance evaluation. These reports guide strategic decisions to optimize revenue, maximize profitability, and enhance guest satisfaction.

Fractional Ownership
A Fractional Ownership Hotel means a facility providing overnight visitor accommodations where at least some of the guestrooms (units) within the facility are owned separately by multiple owners on a fractional time basis. A fractional time basis means that an owner receives exclusive right to use of the individual unit for an interval of not less than two (2) months and not more than three (3) months per year and each unit available for fractional ownership will have multiple owners.

Free night stay
Best Western offers a loyalty program called Best Western Rewards, which allows members to earn points for their stays at Best Western hotels. One of the benefits of this program is the ability to earn free nights. The number of points required for a free night stay at Best Western hotels varies depending on factors such as the hotel's location, category, and room availability.

Front Office
The Front Office module in hotel software handles guest-facing operations at the reception or front desk. It manages reservations, check-ins, check-outs, room assignments, guest information, billing, and housekeeping coordination to ensure a smooth guest experience and efficient hotel operations.

 FX is a rate code that is a designated rate plan chosen by the front desk when a guest wishes to make a booking using BWR (Best Western Reward Points). This code is specific to Best Western properties and is used for free night stays, the charges are direct billed to Best Western and deducted from the properties monthly fees. For more information contact Best Western. 

Rate code is unique because it allows guests to split their payment between loyalty points and another preferred method of payment. With this special rate code, guests have the flexibility to use a portion of their points to cover a portion of the booking and pay the remaining balance using any other payment method they prefer. This is specific to Best Western properties for more information contact Best Western. 


GDS (Global Distribution System)
A Global Distribution System is a computerized system that is a single access point for receiving reservations and for distributing rates and inventory.

General Ledger (see General Ledger Journal)
A general ledger records and processes a firm’s financial data, taken from the general journal. It helps in the accurate creation of income statement and balance sheet as per standard accounting norms. The description could be an expense, revenue, liability, asset or equity entry. There are many examples of a general ledger as they record every financial transaction of a firm. Furniture account, salary account, debtor account, owner’s equity, etc., are some examples. In Visual Matrix, the General Ledger Accounts can be created in "Management > Accounting Settings > Report Heading > General Ledger Accounts" and can be viewed in "Management > Accounting Settings > G/L & Report Def".

General ledger Journal (see General Ledger)
The financial entries of a General Ledger are first recorded in a General Journal. For example, goods purchased with cash will be recorded in the general journal as a journal entry. The journal entry will debit goods as an asset and credit cash as it will be going out or reducing to purchase the goods. After the journal entry, the debit and credit amounts will be taken to the respective ledger accounts of cash and goods. Here the entries will be balanced to be taken to financial statements. As such, the journal and ledger both have the most crucial roles in an accounting process to ensure that no transaction is missed out. For any details on the transaction, confusion or rectification, accountants refer to these two books of accounts.

Gmail is Google's email service known for its large storage, efficient spam filtering, and user-friendly interface. It offers features like labels, integration with Google services, and accessibility across devices through web and mobile apps.

Group rate
A "group rate" is a discounted room rate offered to a group booking multiple rooms, typically for events or occasions like weddings or corporate gatherings.

Groups" in hotels are multiple bookings for events or accommodations, such as weddings or corporate meetings. They often involve negotiated rates and special arrangements tailored to the group's needs.

Guest Ledger (aka Front Office Ledger or Transient Ledger)

The guest ledger is the collection of all accounts receivable for currently registered guests. It can also be defined as the collection of all guest folios. A folio (billing receipt) is the account of an individual guest who is currently registered. The guest ledger is distinct from the city ledger (see below).

Guest Profile
A "guest profile" in hotels is a collection of information about individual guests, including personal details and preferences. It helps hotels provide personalized service and anticipate guest needs during their stay.

Guest Texting
Is when hotels communicate with guests via text messages, providing important information and assistance before, during, and after their stay to enhance their experience.

Guest type (DNR, VIP)

DNR" (Do Not Rent), indicating guests who are not to be accommodated due to specific reasons such as past behavior or requests to restrict their stay. Another common category is "VIP" (Very Important Person), reserved for guests receiving special treatment or privileges due to their status, loyalty, or affiliation.


Hard Close
Refers to inventory that is closed for a specific date for all rooms or for the room types that were selected to be closed. This status is one that has to be manually entered at property level. Visual Matrix does not auto Hard close inventory.

History Reports
Include revenue summaries and analyses of financial performance over specific periods. History reports in hotels encompass a variety of essential summaries: Guest History Reports personalize guest experiences by detailing stays and preferences. Financial History Reports outline financial transactions and performance. Reservation History Reports track booking details and occupancy trends. Maintenance and Sales History Reports document maintenance activities and track sales performance, respectively.

Host Entry
In Visual Matrix Refers to the process of entering or recording information related to network host configurations example server name/IP address. 

Hotel Status
Refers to the current operational condition and availability of rooms, services, and overall financial and maintenance status within the property. It includes monitoring room occupancy, operational functionality, financial health, and ongoing maintenance activities to ensure smooth operations and guest satisfaction.

Refers to an individual or entity involved in the management, operation, or ownership of a hotel or hotels. This term encompasses professionals who oversee various aspects of hospitality management, including guest services, operations, marketing, and financial management to ensure the smooth running and profitability of the establishment.

Hot List" feature is a  tool used to prioritize or highlight specific group reservations that require special attention or monitoring. This could include high-profile groups, VIP guests, or groups with specific requests or needs.

House Account
Refers to an account maintained by the hotel itself for charging services provided to guests or other entities associated with the hotel. This account may include charges for food and beverage services, spa treatments, and other amenities offered by the hotel.

Refers to a staff member responsible for cleaning and maintaining guest rooms, public areas, and sometimes other parts of the hotel such as corridors and lobbies. 

Refers to the department or function responsible for cleaning and maintaining guest rooms, public areas, and other designated spaces within the hotel. Housekeeping staff ensure that rooms are cleaned thoroughly, amenities are restocked, and overall cleanliness standards are maintained to enhance guest comfort and satisfaction during their stay. Additionally, housekeeping may also involve handling guest requests for additional services or amenities to ensure a pleasant experience for guests throughout their stay.

Housekeeping Sections
Housekeeping sections in Visual Matrix are organized by floors or specific areas to streamline cleaning operations. Each section, such as the 1st, 2nd, and 3rd floors, is managed by dedicated staff responsible for maintaining cleanliness and order in guest rooms, corridors, and public areas assigned to their respective areas.

A hub or switch is a device that allows computers to communicate with other computers (or other devices) connected to them. They have multiple ports typically ranging from 4 to 8, but can have many more than that. The primary difference between the two is that when a hub receives data on one port, it sends it out on all of the other ports while a switch will only send it out to the port that the computer to which it was addressed is connected. This results in much more efficient performance from a switch because a hub can only let one computer communicate at a time, a switch can allow multiple computers to talk simultaneously.

Hyper Terminal
Refers to a software application used for connecting to and managing various interfaces such as serial ports, SSH, Telnet, or other communication protocols. It provides a terminal emulation environment where users can interact with devices or systems through command-line interfaces (CLI) or text-based interfaces. Hyper Terminal software facilitates configuration, troubleshooting, and monitoring of network devices, servers, routers, and other equipment that utilize these interfaces for communication and control.


Visual Matrix uses IATA numbers to identify travel agencies and companies that book rooms through them. These codes help hotels manage reservations, track bookings, and apply specific rates or discounts.

ID Scanner
Refers to a device used to electronically scan and verify identification documents such as driver's licenses, passports, or identity cards. This technology helps hotels verify the identity of guests during check-in process.

Image Call Accounting
Refers to a software or system used in hotels to track and manage telephone usage and charges associated with guest room calls. This technology captures and records call details such as duration, destination, and cost, providing hotels with accurate billing information for guest phone services. It helps hotels manage telecommunications expenses, monitor usage patterns, and ensure billing accuracy for guest room calls.

In-Room Movies
Refer to films or videos that hotels offer to guests for viewing directly in their rooms. This amenity typically involves a selection of movies available on demand through the hotel's television system or through a digital interface. Guests can choose from a variety of genres and titles, often for an additional fee, to enjoy entertainment within the comfort and privacy of their hotel room during their stay.

Individual reservation
Refers to a booking made for a single guest, individual reservations are common for leisure travelers, business travelers, or small groups looking to stay at a hotel for a specific period.

Refers to a technology company that provides reservation and connectivity solutions for hotels. Their services typically include central reservation system (CRS) solutions, property management system (PMS) interfaces, and other connectivity tools that help hotels manage bookings, integrate with distribution channels, and streamline operations.

Interface Configuration
Refers to the setup and management of connections between various systems and software used within the hotel's operations. This includes configuring interfaces between property management systems (PMS), booking engines, channel managers, point-of-sale (POS) systems, and other technology platforms to ensure seamless communication and data synchronization. Interface configuration is crucial for optimizing operational efficiency, enhancing guest experience, and enabling effective management of hotel resources and services

Internal Comments
Is one of the 4 widgets you can find on the VM Cloud dashboard when you log in. The messaging is meant for communication across departments toward specific persons or an entire department. It is not possible however to send a message to every department at once.

The Internet is the largest, most extensive network of computers in the world, and is very important to both our support and our customers’ productivity. Most properties process their credit cards through the Internet in a very similar fashion to how we do our online banking. The same basic principles apply to the internet the same way they apply to any network, with TCP/IP at its foundation, though we need to understand that the internet is basically a massive network of WAN connections.

Internet Charges
 Refer to the fees incurred for accessing the hotel's internet service. These charges may be included in the room rate or billed separately, typically based on factors such as duration of use or data consumption

Internet Speed
Internet speed refers to the rate at which data is transferred between devices connected to the internet. It is typically measured in megabits per second (Mbps) or gigabits per second (Gbps). Higher internet speeds indicate faster data transfer rates, enabling quicker downloads, smoother streaming, and faster browsing experiences for users. Internet speed is crucial for ensuring efficient connectivity and satisfactory online experiences in both residential and commercial settings, including hotels.

Refers to the total number of rooms or accommodations available for sale at any given time. It encompasses both the physical availability of rooms as well as their availability for booking through various channels, such as direct bookings, travel agents, and online travel agencies (OTAs).

An invoice is made of one folio or multiple and sent to companies to collect payment for guest stays. It does not carry the details but only the total balance. An invoice is part of the City Ledger Balance and can be accessed from the Accounting section.

Invoice History
Displays a list of fully paid invoices associated with the city ledger account. Invoices that haven't been fully paid will remain in the account details section until they are settled. This allows for a clear distinction between paid and unpaid invoices in the account records.

IP Address
IP stands for "Internet Protocol," which is the set of rules governing the format of data sent via the internet or local network. In essence, IP addresses are the identifier that allows information to be sent between devices on a network: they contain location information and make devices accessible for communication. An IP address consists of four sets of numbers, called octets, ranging in value from 0 to 255. Each octet is separated by a period and is referred to by its position in the address as a whole. For example, if a computer has an IP address of, the 1st octet is 10, the 2nd is 0, the 3rd is 100, and the 4th is 1. Values of 0 and 255 are not acceptable values in most situations, but 0 can be used as the second and/or third octet in certain IP ranges (e.g., or There are 3 classes of IP addresses; Class A, Class B, and Class C. There are also two other categories of IP addresses, Public and Private.

IP Address Classes and Subnets
An easy way to understand how IP address classes are broken down is to think of octets 1 - 4 as a.b.c.d. An IP address is further separated into two parts, the Network ID and the Host ID. In a way, the Network ID can be thought of as the street address, and the Host ID as the apartment or suite number.
This separation is facilitated by the use of a Subnet Mask. The Subnet Mask tells the computers, and all the other devices on the network, which octets define the Network ID and which define the Host ID. In the basic application, the subnet mask is represented as either 255 or 0, with 255 meaning that the octet is part of the Network ID, and 0 means that the octet is part of the Host ID. A Class A network has a subnet mask of, signifying that only the 1st octet is the Network ID, and the other 3 make up the Host ID. This makes for very few networks, but each has a large number of potential hosts. On the other side of the scale, a Class C network has a subnet mask of, signifying that the first 3 octets make up the Network ID, and the 4th octet is the Host ID, which makes for a large number of networks with relatively few potential hosts (254 potential hosts on a class C network, compared to 16,777,214 on a class A network). Class A networks are identified by the first octet, which ranges from 1 to 126 (127 is reserved for another use). Class B networks are identified by the first two octets, the first of which ranges from 128 to 191. Class C networks are identified by the first three octets, the first of which ranges from 192 to 223. 224 and above are also reserved for another purpose.


The Keystore in Windows stores the encryption "key" for credit cards. Visual Matrix verifies this key against the one stored on the flash drive (encryption key). Matching keys enable credit card numbers to display and batches to settle; a mismatch results in an encryption key error upon login.


LAN (Local Area Network)
A LAN is a small network confined to a small geographic location like an office, home, building, etc. It is the opposite of a WAN (Wide Area Network).

Serve as organized records that meticulously track financial transactions. The Guest Ledger meticulously logs all charges incurred by guests during their stay, encompassing room fees, dining expenses, additional services, taxes, and guest payments. The City Ledger, also known as the Accounts Receivable Ledger, monitors charges and payments from external entities such as corporate accounts and businesses using hotel services without staying overnight. Additionally, the Advance Deposit Ledger records prepayments made by guests to secure reservations before their arrival, particularly during peak periods or for group bookings.

Local Host is an address used to universally refer to your own computer and is hence often called a loopback address.

Local IP
Refers to the unique identifier assigned to a device within a local network. It distinguishes devices from one another and enables communication between them within the same network, such as a home or office environment. This address is distinct from the public IP address used for communication over the internet, serving to manage internal network traffic and resources effectively.

Refer to log files that are formatted using XML (eXtensible Markup Language). These logs store information in a structured format that is easily readable by both humans and machines. XML logs are commonly used in various applications and systems, including hotels, to capture and store detailed records of events, transactions, errors, or other activities for monitoring, troubleshooting, and analysis purposes. They provide a standardized and organized way to document and retrieve data, ensuring clarity and consistency in logging information.

Search for information or references regarding a particular topic or item, typically using resources such as dictionaries, databases, or online sources. It involves finding and retrieving specific information to gain understanding or clarification about a subject

Refers to a situation where a computer executes a sequence of instructions repeatedly without terminating, starting Visual Matrix. This can lead to a scenario where the program becomes unresponsive or consumes excessive resources, potentially requiring intervention to resolve or terminate the loop to restore normal operation.

Loss of business
Refers to a decline in revenue or occupancy due to factors such as decreased bookings, cancellations, or lower-than-expected demand, impacting the hotel's financial performance and overall profitability.

Lost and Found
Refers to a designated area or department where items left behind by guests are stored and managed. Hotels maintain Lost and Found services to reunite guests with their belongings, ranging from personal items like clothing and electronics to valuable possessions inadvertently left behind during their stay.


MAC Address
A MAC (Media Access Control) address, sometimes referred to as a hardware or physical address, is a unique, 12-character alphanumeric attribute that is used to identify individual electronic devices on a network. These characters can be numbers (0 – 9) or letters (a – f), and each set is separated by either a dash or a colon. An example of a MAC address is: 00-B0-D0-63-C2-26. It is a unique identifier assigned to a network interface controller for use as a network address in communications within a network segment. This use is common in most IEEE 802 networking technologies, including Ethernet, Wi-Fi, and Bluetooth.

Maestro Payment
Mastercard Maestro is a brand of debit cards and prepaid cards owned by Mastercard that was introduced in 1991. Maestro is accepted at around fifteen million point of sale outlets in 93 countries. Maestro cards can only be used as debit cards, meaning they only have access to the funds on the owner's bank account. A Mastercard, on the other hand, can be issued as a debit card or a as a credit card, where purchases made on the card are billed to the customer at the end of the month.

Magtek DynapaD
This device enables hotels to accept both swiped and manually entered transactions, ensuring that sensitive card data is always encrypted. When using the DynaPAD with Visual Matrix, credit card numbers are encrypted by the device before being transmitted. This ensures that Visual Matrix does not process or store actual credit card numbers; instead, it receives an encrypted version of the data for secure processing. The DynaPAD is compatible exclusively with Merchant Link and Transaction Link systems.

Refers to the ongoing process of inspecting, repairing, and ensuring the operational functionality of physical assets within the hotel premises. This includes routine upkeep of facilities, equipment, and infrastructure to uphold safety standards, enhance guest experience, and prevent potential disruptions to hotel operations.

Maintenance User
Refers to a staff member or designated personnel responsible for overseeing and performing maintenance tasks within the hotel. This role involves conducting inspections, troubleshooting issues, performing repairs, and ensuring that all maintenance activities are carried out efficiently to uphold the hotel's operational standards and guest satisfaction.

Refers to the individuals or teams responsible for overseeing and coordinating various aspects of hotel operations. This includes strategic planning, financial management, guest services, staff supervision, marketing, and overall decision-making to ensure efficient operations, profitability, and guest satisfaction

Manual Tiering
Refer to a pricing strategy where room rates are manually set and categorized into different tiers based on factors such as room type, amenities, seasonality, and demand. This approach allows hotels to offer varied pricing levels to guests, accommodating different preferences and budgets while optimizing revenue based on market conditions and guest demand.

Involves assigning specific rates, room types, and rate codes to optimize pricing, categorization, and reservation management. These mapping processes are essential for effective revenue management, ensuring that room rates, types, and rate codes are aligned with strategic objectives to maximize occupancy and revenue while meeting guest preferences and expectations.

Market Segment Report
Is a detailed analysis that categorizes and evaluates guest bookings and revenue based on different market segments. These segments typically include groups such as corporate travelers, leisure travelers, government bookings, group bookings (e.g., conferences or events), and other categories defined by the hotel's marketing and revenue management strategies. The report provides insights into booking trends, revenue contributions, occupancy rates, and other key metrics specific to each segment.

 Involves strategies related to guest referrals, identifying reasons for stays, and targeting specific market segments. This includes promoting referral programs to attract new guests, understanding guest motivations for their stays (such as business, leisure, or events), and segmenting markets to tailor offerings and promotions effectively.

Member Web
Refers to the online portal or platform designed for Best Western Rewards members. This platform allows members to manage their loyalty accounts, redeem rewards points, book reservations with member-exclusive rates, and access personalized offers and promotions

Specializing in payment gateway and data security solutions for businesses, including those in the hospitality industry. They provide secure transaction processing services that enable businesses to accept various forms of electronic payments, such as credit and debit cards, online payments, and mobile payments. MerchantLink's solutions focus on ensuring PCI compliance and protecting sensitive cardholder data, helping businesses streamline payment processes while maintaining security and reliability.

Message Queues
Message queues are a mechanism used in computer systems to facilitate communication between different software components or applications. They allow messages (packets of data) to be stored temporarily in a queue until they are processed by the receiving system

Involves transitioning data, applications, and processes from a traditional desktop environment to an online platform hosted on remote servers. This shift enables users to access software and data via the internet rather than locally installed applications.

Mini POS
A Point of Sale (POS) system combines software and hardware to facilitate sales transactions, commonly used in restaurants and retail stores. POS systems cater to specific industries, with features tailored to their needs. Visual Matrix offers an integrated POS system with core features, accessible on any computer with the PMS, reducing setup costs.

Refers to the maximum number of consecutive nights a guest is allowed to stay in a hotel room or property under a single reservation. MLOS policies vary by hotel and may be implemented to manage room availability, optimize occupancy, and ensure fair distribution of room nights among guests, especially during high-demand periods.

Modification Log
The modification log in Visual Matrix captures changes made to various aspects of a reservation. The date and time always reflect the current real-time settings at the moment of the action. Certain types of modifications triggered by another change may not be displayed

Payment processing company that provides merchant services, including payment processing solutions for businesses. They offer a range of services such as credit and debit card processing, online payment solutions, mobile payment options, and point-of-sale (POS) systems. Moneris serves various industries, including retail, hospitality, e-commerce, and healthcare, helping businesses securely accept payments from customers through multiple channels.

Month to Date
Refers to the period from the beginning of the current month up to the present date. It is used in financial and operational reporting to analyze performance metrics, revenue, expenses, and other key indicators within the context of the current month's progress. 

Housekeeping and maintenance software that streamlines and automates routine tasks and connects your team, so they can get more things done, fast! On your phone, laptop, everywhere (No downloads or installs required)!


Name Resolution
Each computer also has a name, called a NETBios name. This name is associated with an IP address, which in turn is associated with a MAC address. This is a similar function to DNS but operates a little differently on a LAN.

NAT (Network Address Translation)
NAT is the process by which a router literally translates a private IP address to a public IP address, and vice versa. Private IP addresses are often called NAT addresses.

National Payments

Network (Topography)
The term Network Topography refers to the way that a network is connected together using switches and routers. A typical configuration will have at least two routers and one or more switches. Some networks have several routers and switches.

Networking is the practice of connecting two or more computers in order to share resources. In this context, the term resources are used as a generic term referring to data, devices, or services. Networks can be as simple as two computers connected via a null-modem cable or as complex as the Internet. In fact, the Internet is the largest network of computers in the world. We typically deal with small networks, but the Internet can also play a large part in our environment. Networking is integral to every property, even properties with only a single computer. If there are issues with the network at a property, it can  affect the ability of clients to access their main computer (server or broker), which essentially makes them useless. It can also affect their ability to process credit cards, and even print.

Night audit
Refers to the process of reconciling and balancing financial transactions that have occurred throughout the day (or night) at the hotel. Typically conducted during the late evening or early morning hours, the night audit involves closing the previous day, reviewing and verifying guest charges, payments, room rates, and other transactions against the hotel's records

Night Audit Reports
Night audit reports in hotels summarize financial transactions, room occupancy rates, and operational checks conducted during the audit process, ensuring accuracy and providing insights into the hotel's performance and financial status for the audit period.


In Visual Matrix occupancy refers to the number of guests staying in a hotel room or the overall percentage of rooms that are booked or occupied at any given time.

Office 365
Refers to a subscription service offered by Microsoft that provides access to a suite of productivity software and services. It includes popular applications such as Microsoft Word, Excel, PowerPoint, Outlook, and others, which are accessible both online and via desktop installations

In Visual Matrix, when an inventory status is set to "Open," it indicates that the inventory is available for booking by all reservations. This status allows any type of reservation, such as individual bookings, group bookings, or other types of reservations, to be made for the specified inventory without any restrictions.

In Visual Matrix, the term "operator" refers to staff members who are identified or assigned specific roles within the system. Reports such as "Operator Cash" and "Reservations by Operator" utilize this term to track and manage activities associated with these staff members. This designation helps in monitoring transactions, reservations, and operational tasks that are attributed to individual operators or specific roles within the hotel's management system.

"Online Travel Agency." These are third-party websites or platforms that allow consumers to book travel-related services such as hotel rooms, flights, car rentals, and activities online. OTAs have become significant players in the hospitality industry, offering convenience and a wide range of options to travelers.

Out of Order
In Visual Matrix refers to a room or facility that is temporarily unavailable for guest use due to maintenance, repairs, or other issues.

 A popular email client and personal information manager developed by Microsoft, used for email communication, calendar management, task organization, and contact management.

Overbook percentage
In Visual Matrix, the term "overbook percentage" refers to intentionally accepting more reservations than the available inventory for a specific room type. For example, a setting of 100 indicates overbooking by 1 room, while 200 indicates overbooking by 2 rooms. Overbookings require the property's res override password found in the parameters section. 

Override Password
In Visual Matrix refers to a special password or code that allows hotel staff, such as managers or front desk personnel, to bypass certain system restrictions or controls temporarily.  

Refers to the legal or financial status of a property, indicating who holds the rights, title, or control over the hotel. Ownership can be held by individuals, corporations, investment groups, or hospitality management companies.

OBP (Occupancy Based Pricing)
The OBP-Occupancy Based Pricing is a pricing policy based on the number of guests (adults/children) allowed in a room. The other pricing is the PDP, Per Day Pricing, where your pricing is based per night, whatever the number of guests in the room.


PagoPA Payment
PagoPa is a payment method, introduced by the Italian Code for Digital Administration and by the Decree-law 179/2012, which guarantees safe and reliable electronic payments to the public administration. PagoPA is the digital platform that allows to make payments to the Public Administration and beyond, in a transparent and intuitive way.

PAL Payments
PayPal is an online payment system that makes paying for things online and sending and receiving money safe and secure. When you link your bank account, credit card or debit card to your PayPal account, you can use PayPal to make purchases online with participating stores.

Payment History
In Visual Matrix, "payment history" pertains to a comprehensive log of financial transactions documenting payments applied to city ledger invoices. Payments will appear in the payment history section only when the full payment has been allocated. Partial payments allocated to an invoice will be displayed in the invoice payments window within the account details.

Percentage (%) of Base
The % of base compares the current ADR to the base rate ADR applicable at that moment.
Formula: [(ADR for the day) divided by (the applicable base rate at the moment of the reservation) x 100].

Percentage (%) of Tier
The % of tier compares the current ADR to the tier rate ADR applicable at that moment.
Formula: [(ADR for the day) divided by (the applicable tier rate or peak date rate at the moment of the reservation) x 100].

PBX (Private Branch Exchange)
A Private Branch Exchange is a telephone system within an enterprise that switches calls between users on local lines while enabling all users to share a certain number of external phone lines. It is a multiline telephone system typically used in business environments, encompassing systems ranging in technology from the key telephone system to the private branch exchange.

PC Name
 Refers to the name given to a personal computer (PC). It is the identifier or label by which a particular computer system is known within a network or to its user. 

PDP (Per Day Pricing)
See OBP.

Peak date
In Visual Matrix refer to specific dates when hotels strategically adjust rates and manage discounts to maximize revenue. During peak dates, which often coincide with high demand periods such as holidays or major events, hotels typically increase room rates and may limit the availability of discounts or promotional offers.

Percentage discount
A percentage discount means that the setup percent will be deducted from the applicable rack rate.


Ping Test
A "ping test" is a diagnostic tool used to verify connectivity between two devices on a network. It sends a small packet of data (ping) from one device to another and measures the time it takes for the data to travel round-trip. The results of a ping test indicate the latency or delay between the devices, helping to troubleshoot network connectivity issues, assess response times, and ensure smooth communication between network components.

PM (Preventative Maintenance)
A Preventative Maintenance (or Preventive Maintenance) is maintenance that is regularly and routinely performed on physical assets to reduce the chances of equipment failure and unplanned machine downtime that can be very costly for maintenance teams and facility managers. In Visual Matrix, Preventative Maintenance can be managed from the Maintenance department.

PMS (Property Management System)
A Property Management System is a software application for the operations of hospitality accommodations and commercial residential rental properties. A PMS provides a centralized computer system to organize, schedule and perform the day-to-day functions and transactions involved in accommodations businesses. 

Point-in-Time Recovery (PITR)
PITR allows a database administrator to restore or recover a set of data from a backup from a particular time in the past. PITR is also considered an additional method of data protection, as it safeguards loss of important information.
VM Cloud PMS is backed up per this method for 30 days. Weekly and monthly archives are also done.


POS Printer

Post room and Tax

Pre-audit Checklist



Preventative Maintenance
In Visual Matrix refers to scheduled maintenance tasks and inspections conducted regularly to prevent equipment breakdowns, ensure optimal functioning of facilities, and extend the lifespan of hotel assets. This proactive approach helps identify and address potential issues before they escalate into costly repairs or disruptions to guest services.

Primary backup
The primary backup copy of the hotel's software and data is essential for protecting against data loss or system failures, ensuring a dependable and retrievable version of the software and its data is accessible when required. This practice is applicable to desktop properties, typically stored in the Visual Matrix folder on the C drive, with designated pathways mapped within the system.
Print Statements

Private Networks
A private network is a network of WAN connections similar in nature to the internet, but much smaller in scale, and are entirely separate from it. The same basic rules apply to private networks as they do on the internet, but have the advantage of being able to employ private IP addresses.

Private vs. Public Addresses
A public IP address is an IP address that is accessible over the internet. A private IP address is not valid on the Internet, and therefore is only accessible on private networks. Private IP addresses come from reserved blocks in Class A, B, and C ranges. These are 10.x.y.z, 172.16.y.z - 172.31.y.z, and 192.168.y.z, respectively. Regardless of the Class these IP addresses technically belong to, they are typically implemented with Class C subnet masks ( As stated before, private IP addresses are not valid on the Internet, which plays an important role in network security.


The proforma invoice offers a nightly rate for all allocated rooms, regardless of their pickup status and the selected guarantee type (All Charges, Room & Tax, or None). It's important to note that it can only be generated before check-in.

Property id

Public IP
A public IP (Internet Protocol) address is an identifier assigned to a computer or device directly connected to the internet. It distinguishes the device on the internet and allows it to communicate with other devices and services globally.


Rate Levels
Rate levels is a feature to group rate codes/discount codes (Level A, B, C,... H). You can assign rate levels to rate/discount codes in Management > Rates > Discounts > Setup > Rate Levels. Only Best Western Channel Manager reads rate levels. Any other Channel Manager read rate codes individually.

Rate Private
When a reservation is marked as Private, the rate will not be displayed on the Registration card but will appear on the folio. Folios for third-party reservations should not be issued directly to the guest. If the guest requests a folio, they should obtain it through the OTA (e.g., Expedia) or the Travel Agency they used for payment.

Rate Code (aka Discount Code)

Reason for Stay
Reason for Stay will assist in understanding the purpose behind your guests' visit to your property, such as leisure, sports, conferences, business, and more

Rebuild Res Matrix
The Res Matrix comprises all hotel rooms and their statuses, crucial for the Availability screen. Occasionally, inaccuracies in room totals may occur on this screen due to unupdated cancellations, drops, or pickups of individual reservations or group allocations. Rebuilding Res Matrix is a quick process that will correct inventory discrepancies within the system, and  can be done by anyone who has access to the Front Office Supervisor section.

Reconcile Checks


Refers to the return of funds to a guest due to various reasons such as cancellation of a reservation, dissatisfaction with services, overpayment, or billing errors. The process involves reversing the charge on the guest's payment method or issuing a credit or cash refund, depending on the hotel's policies and the circumstances of the refund request.





Remote connection


Reprint invoices

Res Report

Reservation Status
Refers to the current condition of a guest's booking within the hotel's system. It includes statuses such as confirmed, GTD, In, Out, cancelled, HLD, and No-show. Monitoring reservation statuses is essential for managing room availability, guest expectations, and operational efficiency throughout their stay.

Refer to bookings made by guests to secure accommodations or services for a specified period. It involves reserving rooms, suites, or other amenities such as dining, spa treatments, or event spaces in advance of the guest's arrival date.


Retrieve Old Folio

Revenue Management Live

RevPAR (Revenue Per Available Room)
The REVenue Per Available Room can be calculated by:
- multiplying the hotel's Average Daily Room Rate (ADR) by its Occupancy Rate (aka the number of rooms available for sale in the time period).
- dividing the hotel's total guest room revenue by the room count and the number of days in the period being measured.
- dividing the hotel's total guest room revenue by the total number of rooms available in the hotel (rooms out of order included or not).
Since this measurement is only for a point in time (a day, month, or year), it is most often compared to the same time frame. It is often used in comparison to competitors within a custom-defined market, trading area, or DMA or a self-selected competitive set as defined by the hotel's owner or manager.

RMS (Revenue Management System)
A Revenue Management System, or RMS, is a software solution, which allows to carry out important revenue management tasks more efficiently and effectively. It will make use of data from a hotel, and from the market at large, in order to help to make more informed decisions. Through its feature "Revenue Management Live!", Visual Matrix can connect with the RMS OTA Insight to import competitor rates in the PMS.

Room and Tax
Refers to the total amount that a guest is charged for their stay, specifically covering the cost of the room itself plus applicable taxes. 

Room Chart

Room Discrepancy
 Different status between what is on record in the Front Office section and what is reported by Housekeeping. For the Discrepancy report to generate any data, Housekeeping would have needed to enter a discrepancy notification for the system to track.

Room Number
 Refers to the unique identifier assigned to each individual room within a hotel property. Each guest room is assigned a specific number to facilitate easy identification and navigation for guests and hotel staff.

Room Rack
The Room Rack offers a comprehensive overview of all rooms, including their statuses and conditions, along with a range of options. You can also use Qualifiers to filter and refine the displayed rooms, enabling you to pinpoint the specific room you are searching for.

Room Rates
Refers to the price charged by a hotel for a guest to stay in a particular room for a specific period. Room rates can vary based on several factors.

Room Status
Refers to the current condition or occupancy status of each guest room within the hotel. The room status indicates whether a room is available for occupancy, currently occupied, out of order, or reserved for a specific guest. 

Room Type
 Refers to a category of guest rooms that share similar characteristics, such as size, layout, bed configuration, amenities, or view. Hotels offer different room types to cater to various guest needs and preferences.

Routers are devices that can not only perform the function of a switch but can also send data to other networks. They also have multiple ports, except a router will have at least one port (referred to as a WAN or Internet port) whose sole task is to pass traffic to remote networks. The other ports are referred to as LAN ports and are the ports that perform the same function as a switch. In addition to that, routers also act as a firewall, because they also translate private IP addresses to public IP addresses. In fact, it is this basic function that makes a router a far more superior firewall than any software firewall, so long as the most basic security precautions are taken.

Routing on the Internet
Because it is so big, it takes many thousands of routers for the Internet to function. The types of routers used for this purpose are radically different from the types of routers we are working with as individuals. While the routers we may be familiar with have only a single WAN port, these types of routers will have a number of WAN ports and their only function is direct traffic across the Internet. When an internet router receives data, it determines if the destination is directly connected to it. If it is not, it sends the data on to the next stop (referred to as a “Hop”) on its way to its destination. Typically, it will take several hops to get from point A to point B. Many of these stopping points will be administered by different companies.


Offers a suite of technology solutions specifically for the hospitality industry, including property management systems (PMS), central reservation systems (CRS), revenue management tools, and distribution platforms. These tools help hotels manage reservations, optimize room rates, and streamline operations.

Sales and Marketing

There is no one set factor for determining how much a hotel room will cost. Rather, hotel pricing is determined by any combination of the following factors: location, seasonality, demand, star rating, amenities, value of services and other hotel competition. In Visual Matrix, a Season is a period with a set of rates. Each season would either have a different base rate (aka rack rate). For our Best Western users, a new season can be created for a short time (couple days) to apply specific guarantee or cancellation policies through the BW 2Way.

Secondary backup
A secondary backup is an additional copy of data that serves as a safeguard against data loss, providing redundancy and further ensuring the integrity and availability of critical information. Secondary backups use external hard drives, and USB drives.

Serial Interfaces

Serial number

Servers host the hotel's PMS, which manages reservations, guest information, billing, check-in/check-out, and other front desk operations. Servers connect various hotel systems, enabling communication and data sharing between departments, servers also store data backups.

Service (Windows) 

Service History
Refers to a record or log that tracks the maintenance and service activities performed on specific rooms, areas, or equipment within the hotel. 

Share Charges
When you have multiple guests sharing one room, there are occasions when they prefer to individually cover their portion of the room charges and have separate folios. Visual Matrix has the ability for guests to split or share the cost of charges incurred during their stay.

Shift4 is a leading provider of payment processing solutions and technology services designed for businesses across various industries, including hospitality, retail, and e-commerce. In the context of hotels and hospitality, Shift4 offers a comprehensive suite of payment-related products and services to facilitate seamless and secure transactions.


SiteMinder's primary focus is on facilitating connections between hotels and various distribution channels, such as online travel agencies (OTAs), global distribution systems (GDS), and booking engines.

Simple Mail Transfer Protocol, a common protocol used to send emails over the internet.

Soft Close

Special Requests
Special requests in hotels refer to specific accommodations, amenities, or services that guests ask for in addition to their standard reservation. These requests can range from simple preferences to unique requirements and often play a significant role in enhancing the guest experience.

Speed Measurements
Transmission speeds on a network are measured in the number of bits per second (bps) that a network interface can transmit. Modern communication speeds are usually millions of bits (megabits) per second (Mbps). On a LAN, 100mbps is standard, while on WAN connections speeds are usually much slower, to the point where they are sometimes measured in kilobits per second (kbps). To do a speed test of you network, you can click here.

Speed Test
Speedtest measures the speed between your device and a test server, using your device's internet connection. Several factors can impact the speed recorded by a test. To do a speed test of you network, you can click here.

Split Charges
Refers to dividing the costs associated with a reservation or a guest's stay among different payment methods, folios, or individuals. This is a common practice when guests want to share expenses or allocate specific charges to different accounts

SSL (Secure Sockets Layer)
An SSL Certificate is a Digital Certificate that provides authentication for a website and enables an encrypted connection. Visual Matrix uses SSL Certificates for Merchant Link credit card processing and for the Best Western 2 Way Interface. The Best Western Certificate has to be renewed every 2 years. If you are on the Desktop version, Visual Matrix Client Experience will contact you to upload the new Certificate in time.

Static IP
A static IP is just as its name suggests, it is specifically assigned to a computer and remains constant. In order to set a static IP, you will also need to provide a subnet mask and a default gateway. The other type of IP Address is a dynamic IP.

A company specializing in hotel strategic positioning and competition utilizes the STR report as a vital benchmarking tool for revenue management, enabling hotels to assess their performance against comparable establishments. While Visual Matrix does not have a direct integration with STR for data transmission, it plays a pivotal role for Best Western properties by sending essential revenue information through a two-way interface. This data typically includes occupancy rates, average daily rates (ADR), and revenue per available room (RevPAR). Best Western then shares this data with STR to facilitate benchmarking and comprehensive analysis.

Subnet Masks, Default Gateways, and Static Routes
The subnet mask determines which addresses are local and which are remote. If a destination address is remote, the computer needs to know how to get to the remote network. This is done by specifying a Default Gateway, which is the IP address of their Internet or WAN gateway. Obviously, the gateway address has to be local to the LAN. Since it is possible to have more than one gateway on a LAN, access to additional gateways is defined using a static route, which routes a defined range of IP addresses through another gateway instead of the default.


Supply Usage
Is a functionality that enables you to monitor and record the consumption of supply items in each guest room. This feature helps you keep track of both the quantity and cost of supplies used, ensuring efficient inventory management and cost control.

Switches are usually used to add more connections to the LAN, using a router as the central connection point for the network. This is done by simply connecting an ethernet cable from a port on the switch to one of the LAN ports on the router, usually referred to as uplinking. In fact, some older switches will have a dedicated uplink port that can only handle that specific function, though these are rather uncommon these days. Since routers can perform the function of a switch as well as pass traffic to a remote network (like the Internet), they function as a gateway for a LAN. The term gateway can be used to refer to both the device that performs this function, or the boundary between a LAN and a WAN that the device represents. Since you can connect multiple switches and routers together via uplinking, you can connect quite a lot of computers to a LAN.

"Sync," short for "synchronization," refers to the process of ensuring that data, files, or systems are updated and consistent across different devices or platforms.

Synxis is a comprehensive hotel distribution and reservation management platform developed by Sabre Hospitality Solutions. It is designed to help hotels manage their room inventory, rates, and reservations across multiple distribution channels, such as online travel agencies (OTAs), global distribution systems (GDS), and the hotel's own website.


A T1 line is a dedicated internet connection that has many advantages over DSL and Cable. T1 connections are symmetrical as well as full-duplex, which means that a T1 can send and receive at 1.5mbps simultaneously. They are almost universally classified as a business class service, which means that they are much more reliable than cable or DSL, but also a lot more expensive. Cable and DSL are usually considered residential services, though many providers offer business-class versions of both. However, many of these are also asymmetric and almost always still half-duplex, but the speeds are at the high end of the scale and uptime is usually better, and uptime is often backed with a guarantee.

Refers to the various types of levies imposed by government authorities on hotel stays and related services. Tax rates and regulations can vary widely depending on the city, state, or country.

Refers to a status granted to certain guests or organizations that exempts them from paying specific taxes on their hotel stay, such as sales tax, occupancy tax, or lodging tax.

TCP (Transmission Control Protocol)
A TCP is a standard that defines how to establish and maintain a network conversation by which applications can exchange data. TCP works with the Internet Protocol (IP), which defines how computers send packets of data to each other. 

A ticket represents a logged request for assistance, capturing details about an issue or question. It helps track the status and resolution process.
Time Allotment
Refers to the designated amount of time allocated for housekeeping/maintenance staff to clean/fix and prepare each room or area within the hotel.

Tip Sheet
A tip sheet is a brief publication that provides key information, advice, or best practices on a specific topic, often tailored to a particular industry
Refers to the process of replacing credit card number information with a unique identifier (token) that retains essential information without exposing the actual credit card details. This is done to enhance security and protect sensitive financial information during transactions.


Transaction link

Transaction log
A transaction log is a record of all financial or data-related activities in a system. In hotels, it tracks actions like reservations, check-ins, payments, and billing changes, providing an audit trail for data integrity and compliance.

Transfer Charges
Refers to fees applied when costs or expenses are moved from one account, folio, or reservation to another. This typically occurs when guests request a change in billing, such as splitting a bill between different guests or moving charges from a personal folio to a corporate account

Travel Agent
Travel agent is a professional or agency that arranges travel-related services on behalf of clients, such as booking hotel accommodations, flights, car rentals, tours, and other travel experiences. Travel agents often work with hotels to secure room bookings for their clients, negotiate rates, and sometimes earn commissions or other incentives for bringing in business

Twilio is a cloud-based platform that provides APIs for integrating messaging, voice, and video into applications. It allows developers and businesses to add communication features like SMS, phone calls, and video conferencing without building their own infrastructure.



Uninvoiced items
When you direct bill a folio, it initially goes to the "Uninvoiced Items" section in Accounting. It stays there until an invoice is created, after which it moves to the designated City Ledger Account and appears in that account's AGING report.

Unprocessed Reservations
Unprocessed reservations refer to bookings or reservation requests that have not yet been completed or finalized in a system. These may be pending due to various reasons, such as incomplete payment, missing information, missing seasons, rate codes, room types, etc.

A URL (Uniform Resource Locator) is a web address that specifies the location of a resource on the internet. URLs are used to access websites, files, and other online content by providing a unique address for each resource


Vertical Booking
The Vertical Booking interface links a hotel's property management system (PMS) to the Vertical Booking platform, enabling real-time synchronization of room availability, rates, and reservations across various online channels. This integration helps hotels manage their distribution more efficiently, reducing manual effort and minimizing overbooking risks. It streamlines hotel operations and ensures consistent information across all booking platforms.

VIP (Very Important Person_
VIP status in a hotel signifies special treatment for important guests, often due to loyalty or high spending. VIP guests enjoy exclusive perks like room upgrades, early check-in, late check-out, and complimentary services.

Visanet is Visa's network infrastructure for processing credit and debit card transactions. It connects banks, merchants, and payment gateways to ensure secure and efficient payments. Visanet makes electronic transactions fast and reliable.

VM Mobile
VM Mobile, designed primarily for housekeeping, maintenance, and management, keeps your staff connected even when they are away from the front desk. VM™ Mobile is available for both Apple and Android devices to VM™ Cloud users at no extra cost!

VM Tokens

VM University
Visual Matrix University provides a wide range of courses that cover different aspects of Visual Matrix's software suite, including VM Cloud, with VM Desktop courses coming soon, and MOP (Mobile Operating Platform). This means that users can access training and learning resources to enhance their skills and understanding of these platforms, with upcoming content to expand the learning opportunities.

Voice Authorization
Is a process used in credit card transactions to verify the validity of a transaction over the phone. the merchant may contact the card issuer's authorization center by phone. The merchant provides details of the transaction to the authorization center, including the card number, transaction amount, and merchant information. If the transaction is approved, the authorization center provides the merchant with a unique voice authorization code. 

Refers to the cancellation or nullification of a transaction or reservation.

VPN (Virtual Private Network)
A VPN emulates a private network using encryption and tunneling but communicates over the Internet. The method in which our remote clients connect to their servers can be considered a type of VPN connection but is not a true VPN. A true VPN has the potential to allow computer access to a LAN from a remote location.


Wait List
 Refers to a system used to manage reservations when the hotel is fully booked or unavailable for certain dates. When a guest requests a reservation for a fully booked date or room type, the hotel may offer to place them on a waitlist.

WAN (Wide Area Network)
A WAN is a network that spans one or more computers or networks. For instance, the local workstations at a hotel communicate with the server over the LAN, while remote clients communicate with the server over a WAN connection. Any type of connection to the Internet is, by basic definition, a WAN connection. It is the opposite of a LAN (Local Area Network).

Hotel items usually come with warranties covering defects in materials or items like tvs. Standard manufacturer's warranties cover defects, while extended warranties provide additional coverage for a fee. Service warranties may cover installation or maintenance.

Weekly Rates
Weekly rates in a hotel refer to special pricing arrangements offered to guests who intend to stay for an entire week or longer. Instead of paying a nightly rate for each night of their stay, guests can opt for a weekly rate, which typically offers a discounted price per night compared to the standard nightly rate.

Wi-Fi, short for Wireless Fidelity, is a technology that allows electronic devices to connect to a wireless local area network (WLAN), typically using the 2.4 GHz or 5 GHz radio frequency bands. Wi-Fi enables devices such as smartphones, laptops, tablets, and smart home devices to access the internet and communicate with each other wirelessly within a certain range of a Wi-Fi access point or router.

Windows Updates
Windows Updates refer to regular software updates provided by Microsoft for the Windows operating system. These updates include patches, fixes, security enhancements, and new features designed to improve the performance, stability, and security of Windows-based computers.

Work Orders
Work orders in hotels refer to requests or instructions generated by hotel staff or management to address various maintenance, repair, or service tasks within the property. These work orders help streamline operations, ensure timely resolution of issues, and maintain the overall functionality and appearance of the hotel.


 eXtensible Markup Language XML is commonly used for data interchange between different software systems, databases, and web services. It provides a common syntax for representing structured data, making it easier to exchange information between different platforms and applications.


Year to Date
Statistic from the first of the current year to the current date.

Yield Management
Yield management in the hotel industry is a dynamic pricing strategy for maximizing revenue from a fixed, time-limited inventory, such as hotel rooms. It's based on understanding and predicting consumer behavior to influence future hotel guests and generate maximum revenue per available room (RevPAR). Simply explained, it is when the hotel adapts its pricing based on its occupancy rate, local events and competition rates.


Zoho Assist
Zoho Assist is the application that Visual Matrix Client Experience team uses to remotely connect to its clients computers. The application establish a secure web-based, on-demand connections with remote PCs, laptops, mobile devices, and servers with ease. Visual Matrix does not use any other application.

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