The following webinar features a detailed look at managing folios at the front desk, including:
- Moving charges and processing deposits and refunds
- Managing credit card authorizations and explaining folio statements to guests
- Correcting posting errors before and after check-out
Folio Overview
Standard Guest Folios contain the following components:
- Guest Info and Booking Details
- Line Items: Charges and Payments
- Taxes and Tax Breakdown
- Guest Folio Notes
TIP: The Room Type can be used to determine if a folio is a Guest Folio or a House Account Folio
Refunds appear on the folio as a separate line item with the word Adjustment in the reference field.
Folios follow the guest reservation timeline, therefore we can use the following terms:
- Before Check-In, the folio is considered to be in Reservation (Pre-Arrival) Status
- Between Check-In and Check-Out, the folio is considered to be In-House Status
- After Check-Out, the folio is considered to be Checked-Out (Post Departure) Status
Deposits & Authorizations
What is a Deposit?
A payment processed before the reservation is checked-in.
What is a Security Deposit?
A payment processed after check-in, held while the guest is in-house and returned to the guest at check-out. A security deposit may be used when a guest is not able to provide a credit card authorization at check-in (AKA: Cash Guest)
This is the recommended process for Prepaid OTA Reservations (i.e.: Expedia Prepaid)
It is not possible to move a charge or payment before check-in, so we recommend the following workaround process:
- Reverse the Payment using Disable Online Processing
- Re-Post the Payment using Disable Online Processing
- Fix the Non-Matching Transactions
If you do not use RoomKeyPAYMENTS powered by Fullsteam, please note the following:
- Shift4 only requires steps 1&2 above, step 3 is not applicable.
- Manual/Standalone Machine processing only requires steps 1&2 and the Disable Online Processing function is not applicable.
An Authorization is a temporary hold on funds while the guest is In-House. Authorizations can only occur at check-in or while the reservation is in-house, credit card interfaces (Fullsteam and Shift4) do not allow pre-authorization before the guest arrives for check-in.
We do not recommend manually processing pre-authorizations with a standalone machine/EMV device because the card is not-present and therefore may be subject to dispute by the cardholder (and may result in a chargeback). Instead, if you are concerned about invalid/fraudulent credit cards or insufficient funds, we suggest modifying your policy to include a deposit at the time of booking.
These demonstrate the authorization process used with a credit card interface (Fullsteam or Shift4). If you manually process credit card authorizations using a standalone machine, please review this video instead: How to Take an Authorization - Manual Processing.
In-House Folios
Before Check-In you can only post payments (deposits) or a cancellation fee. It is not possible to post a charge to a folio before check-in.
After Check-In, while the guest is in-house and after check-out you can post payments or charges; although a cancellation fee can no longer be posted after check-in.
By default charges appear on Folio 1, this video demonstrates a way to split billing using the Move function to transfer select charges and payments to a different folio on the same reservation.
Both reservations must be In-House in order to move charges from one to another.
Checked-Out Folios
It is not possible to move a charge or payment after check-out, so we recommend the following workaround process:
- Reverse the Charge
- Re-Post the Charge in the correct folio
Frequently Asked Questions - FAQ
The Hide Rate function is applied to the Client Type (i.e. OTA Prepaid or OTA Net). When a reservation is booked with a hidden rate, the rate and room charges and any deposits on Folio 8 will not appear on the Confirmation Letter, Registration (RegCard) or default Guest Folio documents.
To see the Hide Rate Indicator on these type of reservations, the following property permission should be disabled: 2050, Do Not Show the Hide Rate Indicator
Folio 9 is used to store all Reversed Charges and should always show a $0 balance.