HMS users should check in all guests when they arrive at the property, updating the booking status to either One Click Check-in or Complete Check-in (read about the differences between these statuses in this article). 


When a booking is updated to "Complete Checked-in" status, users are prompted to update the traveller payments in Traveller Folio. The Traveller Folio consists of:

  1. Traveller Folio (Charges)
  2. Traveller Payment
  3. Traveller Refund
  4. Traveller Deposit (Collect, Refund, and Offset)


Note that traveller payments can be updated at any time, regardless of the booking status. However, the prompt only appears when bookings are changed from the Confirmed to Complete Check-in status.



View and Update Traveller Folio from the Booking Card

To view and/or update the traveller folio:

  • Click the three dots on the booking card and choose "Traveller Payment" under the Edit section in the dropdown menu.
  • Simply click the traveller folio box on the main booking card.



Collecting a Deposit

Some hotels collect a deposit when the guest checks-in. This deposit is refundable and can be used to cover any incidental charges incurred during the stay. It may also be used to offset guest charges. 

  1. Under the Payment section, click Traveller Deposit and then select Collecting a deposit.
  2. Enter the deposit amount, select the payment method for collecting the money, and the deposit note (optional). Click Save to record the deposit.

When a deposit is successfully recorded, the Deposit amount held will reflect the amount that has been saved. Scroll down to the Deposit section to view the details.


Example below:

The front-desk staff collected a 200.00 cash deposit from a guest staying at the property for two days. The deposit amount held has been updated from 0.00 to 200.00.



Editing Deposit Details

It is not possible to edit the amount collected or refunded on a deposit after it has been saved. However, users are able to amend the payment method and add a deposit note after collecting or refunding the deposit, if necessary.

  1. Scroll down to the Deposit section, find the recorded deposit, and click Edit.
  2. Only the payment method and deposit note can be changed. Use the dropdown menu to select a different payment method, and fill in the deposit note if necessary. Click Save to update the changes.


Example below:

The front-desk staff wants to change the payment method for collecting the deposit from cash to bank transfer. Additionally, a deposit note has also been updated.



Settling the Traveller Folio Balance

Before the guest checks out, it is important to ensure that all charges are paid so the traveller folio reflects a 0.00 balance. To settle outstanding payments, HMS supports hotels to collect payment from guests using either Pay by Link or other payment method accepted at the property (e.g. cash, credit card, debit card, e-wallet, bank transfer).


Users can choose to collect either specific charges or all listed charges in the traveller folio:

  1. To collect payment for specific charges, select the checkboxes next to the relevant items. 
  2. To collect payment for all listed charges, tick the checkbox at the top of the list.

Selecting any charges instantly updates the Traveller amount to be paid now. If users tick the upper checkbox to select all charges, the amount shown matches the Traveller Folio Balance.


Collecting traveller payments from HMS can be done by using Pay by Link or other payment method. Example below explains a scenario if the guest requests to pay using both methods: Pay by Link for the room rates and accepted payment method to pay the additional charges. 


1) Payment using Pay by Link

  1. Since the guest requests to only pay the room rates using Pay by Link, select only the room rate charges and the total amount will automatically appear in the Traveller amount to be paid now field under the Payment section.
  2. Select Pay by Link as the payment method, then click Next.
  3. Ensure the guest's contact information* (Email address, Phone number, and guest residence country) is correct before clicking Confirm.

*❗The Contact Information box is prefilled with the traveller's details from the booking card. If the email and phone number are still missing or need updating, click Edit, update the information, and then click Update.


The system will send a link to the guest, prompting them to complete the payment using their preferred payment method. While waiting, the Payment summary on the booking card displays the QR code, payment link, and current payment status (either pending or successful).


Once the guest completes the payment, the status changes to “Payment successful”, and the Traveller Folio Balance updates automatically. Payment made via Pay by Link is indicated as ‘Pay in – Payments by ZUZU’.


2) Payment using Other Methods

  1. The unticked box indicates the additional charge to be settled using other methods. Select the specific charge, or simply click the top box to automatically display the total in the Traveller amount to be paid now field under the Payment section.
  2. From the dropdown, choose a payment method and add a payment note, if needed. In this example, the guest pays in cash; therefore, select Cash as the payment method.
  3. Click Save to record the payment. The system automatically updates the traveller folio balance and removes the checkbox next to the charges, indicating that the charges have been paid. 

Payment made via another method is indicated as 'Pay in – (payment method used)'. (In this example, the guest paid with cash, therefore it will appear ‘Pay in - Cash’.



Refunding a Deposit

After collecting the outstanding balance from the guests at check-out, make sure to return any deposit held.

  1. On the Payment section, click Traveller Deposit and select Refunding a deposit.
  2. Enter the amount to be refunded based on the deposit amount held, select the refund method, and add a refund note (optional). Click Save to record the deposit refund.

When a deposit refund is successfully recorded, the Deposit amount held will update to 0.00.


Example below:

After collecting all charges in the traveller folio, the staff return the 200.00 deposit to the guest.



ⓘ Coming soon!

Additional functionalities (offsetting charges using traveller deposits and processing traveller refunds) will be available in HMS.


All payments recorded in the HMS (including Traveller Payment, Refund, and Deposit) are also reflected in the Cashier Report. The report lists all forms of payments such as Direct Payments between Traveller and Hotel and Payments To and From Channels.


Read also: How to manage Traveller Payments and Charges in the ZUZU Mobile App


Can't find your answer? Contact the ZUZU Helpline


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