Undo Checked-In Reservation (Cloud)
Sometimes a reservation is checked in prematurely or by mistake. Visual Matrix allows you to undo a check-in, but only under certain conditions. You can undo the check-in only if no transactions have been posted on the folio. If any transaction exists (even if voided), the undo is not possible. In those cases, your options are to check out the room or leave it in-house until the guest arrives.
Path: Front Office > Reservations > Search > Open the reservation
Instructions
From the right-side Toolbox menu, click Undo Check-In to return the reservation to its pre-check-in status.
If a guest is checked in by mistake and a credit card authorization was processed, undoing the check-in will not reverse it. Authorizations also cannot be transferred to another reservation, even if applied to the wrong guest. In either case, you must clear the authorization by posting a $1 advance deposit and then voiding it. The guest will end up with two authorizations—the original one (dropped) and a new one on the correct reservation—and this behavior cannot be avoided.
Still Need Help With This Topic?
Ask Yourself:
- Has any transaction (charge, payment, incidental) been posted on the folio?
- Was a credit card authorization placed during the check-in?
- If a transaction exists, is checking out or keeping in-house an acceptable option?
- Is the reservation still active (not canceled)?
Support May Ask You:
- What is the reservation ID and guest name?
- Did you see a “Transaction Posted” message or charge on the folio?
- Was a credit card authorization performed? If so, what amount?
- Did you attempt to undo and receive an error message?