Zero Balance at Check-In: Causes & Solutions (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 deposit or group setup?
- Did you expect a balance—was the total charge less than or equal to 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?
Related Articles
Check In a Group with “None” Guarantee Type (Cloud) 🎥
? Watch Video This article applies to group reservations with the guarantee type None in Visual Matrix Cloud. Choosing None means each guest is responsible for paying their own room, tax, and incidental charges. No charges post to the Group Master ...Post a Group Advance Deposit (Cloud) 🎥
? Watch Video A Group Advance Deposit is a prepayment collected from a group before arrival and applied directly to the Group Master Folio. It secures the group’s reservation and ensures all payments are tracked centrally for accounting and ...Set Up a Group Incidental Folio (Cloud)
Just like individual room reservations, group bookings can use a dedicated Incidental Folio to separate charges for extras (meals, supplies, services) from room and tax charges. Creating a group incidental folio keeps accounting cleaner, improves ...Group Guarantee Types Explained (Cloud)
In a group reservation, the Guarantee Type determines how nightly room charges, taxes, and incidental charges are posted—either to the group master folio or to individual guest folios. Choosing the right Guarantee Type is essential to avoid duplicate ...Refund a Group Advance Deposit (Cloud) 🎥
? Watch Video A Group Advance Deposit may need to be refunded in cases such as group cancellation, overpayment, or contract adjustment. This article walks you through the process of refunding a group advance deposit from the Group Master Folio. ...