Resolve Zero Balance at Check-In (Cloud)
Visual Matrix is designed to secure the full cost of a stay—including room, tax, and incidentals—during check-in. Under standard conditions, Visual Matrix displays the remaining balance that needs to be authorized. However, there are cases when the “Remaining” amount shows as $0. This article explains the possible causes of a zero-balance display and how to proceed correctly in each scenario.
Normal Case – Remaining Balance Greater Than $0
In a standard check-in, the Remaining field shows the total room, tax, and incidentals due. This includes all nights of the stay and any add-ons already attached to the reservation.
You can adjust the authorization amount by clicking Modify in the credit card processing window that appears after you select OK.
Advance Deposit Case – Remaining Balance $0
Advance Deposit Covers the Stay
If an Advance Deposit fully covers the reservation, the prepaid amount appears as the initial charge and the Remaining balance shows $0. You can proceed with check-in as a cash payment since no further balance is required.
Incidental Amount Configured
If an incidental amount has been set up, it will display when you select Credit Card as the payment method. The incidental is authorized even if the Remaining balance is $0.
Additional Charges Added
If extras or add-ons (e.g., breakfast, early check-in) were added and were not already covered by the advance deposit, they will appear in the Remaining balance. You can review these charges in the Rate Information or Activities section.
Group Guarantee Case – Remaining Balance $0
Reservations linked to a group may also display a zero balance, depending on the group’s Guarantee Type:
- None: All charges post to the guest’s individual folio.
- Room & Tax: Room and tax post to the group folio; incidentals remain on the guest’s folio.
- All Charges: All charges post to the group folio, leaving the guest’s folio empty.
In these cases, even if Remaining shows $0, incidentals may still apply and should be handled separately.
When the Guarantee Type is set to Room & Tax (or All Charges), no credit card is required at check-in because room and tax will post to the group master folio.
If you still want to save a guest's credit card for incidentals, you can:
- Check in as Credit Card if an incidental amount is configured — the system will authorize that amount.
- If no incidental amount is configured, or the Guarantee Type is All Charges, complete the check-in as Cash and then manually add the credit card to the reservation afterwards.
Still Need Help With This Topic?
Ask Yourself:
- Is there an Advance Deposit posted for this reservation?
- Is the reservation part of a Group?
- What Guarantee Type is set on the group (None, Room & Tax, All Charges)?
- Were there extras/add-ons/incidental charges added after the deposit or group setup?
- Did you expect a balance? Was the total charge less than or equal to the deposit?
Support May Ask You:
- What is the reservation ID and guest name?
- Is there a deposit posted? If so, what amount and date?
- Is this reservation part of a group block? If so, what is the Guarantee Type?
- Are there any incidentals, extras, or add-ons on the reservation?
- What payment method did you attempt (Credit Card, Cash)?
- Did you see the “Modify” option when authorizing through credit card?