Update a Checked-Out Reservation (Cloud)
After a reservation has been checked out, only a restricted number of editable items remain, with most of them being locked for record-keeping purposes.
Information that can be edited
Once a reservation is checked out, the only editable item within the reservation itself is the "Tax Status."
The reason is that this data may be brought to the hotel's attention by the guest either at check-out or after check-out.
Changing the tax status will not automatically update the room and tax already posted. However, by accessing the folio, voiding the room and tax, and reposting the RC code, the code will now be posted without tax. Please note that modifying the charge on the folio will result in the folio no longer showing a balance of $0.00. Additionally, the payment associated with the modified charge will also need to be overridden. If the payment was posted on the day of checkout, it can be overridden without the need for a refund. However, if the payment was posted on a different day, different procedures apply: city ledger direct bill payments can be overridden, with automatic adjustments in the City Ledger account; cash payments can also be overridden, but it is advisable to post a refund for clarity in the folio. Settled credit card payments cannot be overridden, and a refund will need to be posted instead. Lastly, because the tax-exempt room charge was manually posted and not during the night audit, it will not appear in the tax-exempt report.
Name and Comments
Typically, requests for modifications involve changing guest names and adding comments. However, there's only one method available for altering guest names, which comes with a limitation. The only way to make such updates to a checked-out reservation is by directly editing the guest profile in the "Sales & Marketing" section. Similarly, you cannot update the general reservation comments; instead, you'll be editing the "Internal Comments" of the reservation. These comments are linked to the guest profile and display any information entered in the comments section of the guest profile.
Path: Sales & Marketing > Guest Profiler > Search the information to update (examples below) and "Save" (green floppy disk at the top) to update every reservations of that guest).
Example 1 - Guest Information: First and Last Name
Example 2 - Marketing Information: Guest Comments (Internal Comments in the Reservation)
The potential drawback is that modifying this information (guest name and/or comments) from the guest profile will alter these details for all reservations associated with that guest in the system, including past, present, and future bookings. Therefore, it is advised to exercise caution and utilize this option only when essential, such as correcting a name error.
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