Retrieve an Old Guest Folio (Cloud) 🎥
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After a guest has checked out, their folio becomes archived. Occasionally, you may need to access that folio — for example, to review past charges, issue a refund, or correct a posting. In Visual Matrix Cloud, you can retrieve a checked-out guest folio (provided the data has not been purged) and perform necessary actions.
Path: Front Office > Cashiering > Guest Account
Instructions
1. From the toolbox in the upper-right, click Retrieve Old Folio.
2. Use one or more available options to narrow down your search. Click Refresh.
Most search options require adjusting the Arrival Date range to locate the correct folio. However, when searching by Confirmation Number or Central Reservation Number, the system bypasses the date fields and searches the entire database for matching confirmation numbers.
3. Review the results to find the correct folio. Click the correct line to open that folio.
4. Once the folio is open, you can:
- Post a charge, refund, or adjustment.
- Print or email a copy of the folio.
5. When finished, click Close to return to the search screen.
If you post or adjust any transactions, the folio must be returned to a zero balance before closing the window. Leaving a non-zero balance can create discrepancies in daily reports.
Still Need Help With This Topic?
Ask Yourself:
- Did I access Guest Account → Retrieve Old Folio?
- Did I use appropriate filters (confirmation, last 4, etc.) and a proper date range?
- After opening the folio, did I ensure the balance is zero if I posted adjustments?
Support May Ask You:
- What is the room number and folio letter (A, B, C…) of the guest?
- What search filters did you apply (confirmation number, last 4, etc.)?
- Did you receive any error indicating the folio is not available or has been purged?
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