Check out a Room/Folio with a Balance

Check out a Room/Folio with a Balance


Checking out a room becomes a complex task when there is an outstanding balance on the folio. To address this, the initial step is to determine the nature of the balance. Once identified, we can explore various strategies and methods to effectively resolve it, ensuring a smooth and hassle-free check-out experience for both guests and hotel staff. This process involves a careful examination of charges, payments, and adjustments to reconcile the folio and prepare it for a successful check-out.

What is the type of balance: Credit or Debit

A Credit balance is a negative balance. More payments or adjustments (cash, credit card, RC adj, misc adj...) have been posted than charges (room revenue, restaurant, bar, ...).
A Debit balance is a positive balance. More charges were posted than payments or there may be a missing payment.
Any adjustment made will be reflected in the current day's numbers and not on the days those posting were originally done.



The Balance is a Debit Balance

The guest is checking out on the correct date and has not paid
When you click to check out the room and a credit card is on file and authorization already completed, Visual Matrix will bring up the payment screen automatically for you to post payment and check out the room.

The guest is checking out early and has not paid
Because the check-out is not on the "official" departure date, Visual Matrix will not open the payment box automatically if you click to check out the room.
You will have to post manually the payment first and then click to check out the room.  You do not need to change the departure date, during the check-out, you will be asked if you confirm the early departure.
In Detail Posting, at the bottom of the folio, choose the correct method of payment and enter the amount of the balance. Click Save. If an authorization was already done, you will just have to confirm the payment from the next credit card window.



An incidental amount was posted on the folio for guarantee
The amount that was posted needs to be either voided or offset with another code created for that matter by the hotel.
If the Misc code  (MS) was used, then you can just use the MISC ADJ code (MA) for the same amount to offset the balance.
To avoid that type of issue, we advise using the Incidental authorization feature built-in Visual Matrix. It will authorize and release automatically the incidental amount.

The Balance is a Credit Balance

The guest has already paid and is leaving early
If you are not charging any extra fee for early departure, then the balance needs to be refunded and the guest checked out.
You do not need to change the departure date, during the check-out, you will be asked if you confirm the early departure.
In Detail Posting, at the bottom of the folio, choose the correct Refund method and enter the amount of the folio balance to refund. Click Save. 
Confirm the refund from the next credit card window by clicking Credit.



The room rate is incorrect. In this case, it could be too low
The original payment was calculated based on a certain rate but the rate was not updated in the reservation.
You will need to override each room charge revenue with the correct rate pre-tax.
Highlight the Room Charge Revenue and in Details Posting at the bottom, enter the override rate and click Save.



You can also post a Room Charge Adjustment. Typically used when you need to reduce the room charges.
In Detail Posting, at the bottom of the folio, choose the Room Charge Adjustment code (AR) and enter the amount that needs to be adjusted, pre-tax. Click  Save.



The guest was charged too much
It generally happens with Advance Deposits.
If everything on the folio is correct, then the balance needs to be refunded.
In Detail Posting, at the bottom of the folio, choose the correct Refund method and enter the amount of the balance to refund. Click Save. Confirm the refund from the next credit card window by clicking Credit.


You can still void or override a credit card payment if it has not yet been settled, or before the night audit has been run. Advance Deposits can NOT be voided once the reservation is checked in, only refunded.
Highlight the Payment in the folio and Details Posting at the bottom, enter the override rate and click  Save. Confirm the refund from the next credit card window.

Unsettled Payment: Guest Departure with Unsuccessful Credit Card Authorization

The guest left and either did not pay or the credit card is not valid (authorization was not made or was not successful upon check-in)


The system allows you several options that will all be tracked and reported.
However, each hotel has its own preferred method and policy that should be addressed before choosing one of the options available.
We highly advise you to consult with your management or call our Product Support Team if you have any doubt.

The question here is: do you think you will get the payment later or not?

If you think you will, you can:
- Post a Misc Charge Adj (MA) for the amount of the balance, and check out the room
You will then have to go back to the folio when the guest is ready to pay, void the adjustment and post the correct method of payment.
- Post a Db payment to a temporary City Ledger account to hold for later payment.
You will either post the payment in the City Ledger account in Accounting > City Ledger > Account > Payments or you can void the Db code posted and post the correct method of payment.

If you think you will not get any payment at all:
- Void all charges on the folio, one by one, and check out the room.
The check box at the end of the line DOES NOT VOID the line. To actually void a line, you need to highlight the line and click on the  Void button.
On the Desktop version, Void is on the top left side of the folio. On the Cloud version, Void is in the toolbox on the top right side of the folio.
- Post adjustment for every item, and check out the room if you do not wish to void all charges:
Post the correct adjustment for each item posted: room charge adjustment for room charge revenue, misc adj for misc revenue, ...

Require assistance with that article?

What is the confirmation number? 
What is the status of the reservation? checked in? canceled? pending arrival? 
What is the issue? (in detail if you can) 
Are you getting an error? If so, what is the error?
Providing responses to the following questions in your ticket could expedite your resolution.

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