Update a Checked-Out Reservation (Cloud)
After a reservation is checked out, most details are locked for record-keeping. However, you can still update limited fields—like tax status, guest identity via profile, or comments—to ensure accurate records. This article walks you through those allowable edits.
Information that can be edited
After check-out, only the Tax Status can be edited directly in the reservation.
How to Remove Tax from Room Charge
If a reservation’s tax status needs to be corrected after checkout, you can change the status to “Tax Exempt.” However, charges that were already posted with tax will not automatically adjust. To correct this, void the original room & tax charges and repost the room-only charge without tax.
While it is technically possible to post a tax code adjustment, this method is not recommended, as it may cause inconsistencies in accounting records.
Manually reposting charges without tax will not include them on the Tax Exempt Report. For a charge to appear on that report, it must be system-posted as tax exempt at the time of posting, with the reservation already flagged as tax exempt.
Payment Override Rules
Credit card payments cannot be overridden under any circumstances—whether settled or not. If a correction is required, the original transaction must be refunded and reposted. All other payment types (such as cash, check, or City Ledger) can be corrected or overridden at any time, even after the day of check-out.
Notes, Guest Name, and Profile Updates
You cannot edit guest names or reservation comments after check-out. To update these, go to the guest's Sales & Marketing profile and modify the name or internal comments there—this applies across all linked reservations (past, present, and future).
Path: Sales & Marketing > Guest Profiler > Open a profile
Please note that updating guest details (such as name or comments) in the guest profile will modify the information across all reservations linked to that profile—past, present, and future. Use this option carefully, and only when necessary, such as correcting a misspelled name.
Still need help with this topic?
Ask Yourself:
- Was the reservation already checked out when attempting to make changes?
- Did I adjust the Tax Status and then void and repost charges correctly?
- Did I update guest details via the guest profile (Sales & Marketing)?
- Am I aware of the impact on the folio balance and the payment ledger?
Support May Ask You:
- Which reservation are you trying to modify (guest name, confirmation number)?
- What exactly are you trying to change—tax status, guest name, comments?
- Did you attempt to void and repost charges on the folio?
- Was the payment settled or posted on a different day?
- Did you update the guest’s profile or reservation directly?
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