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:
- Traveller Folio (Charges)
- Traveller Payments (Payment & Refund)
- 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
Users can click on "Edit" and select "Traveller Payment" from the dropdown menu, or directly click on 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.
- In the 'Deposit' section, select 'Collecting a deposit'.
- Enter the amount of the deposit, the payment method for collecting the money, and the deposit note (optional). Click 'Save' to record the deposit.
When a Deposit is successfully recorded, it will be reflected in this section.
Example below:
On 15 Oct 2024, 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 also 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.
- In the Collecting a deposit option, click 'Edit'.
- 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 user wants to change the payment method for collecting the deposit from Cash to Bank transfer. Additionally, a deposit note has been added.
Offset Charges with Deposit
A deposit can be used to offset any guest charges.
- In the 'Deposit' section, select 'Offset charges'.
- Enter the amount to be offset and fill in the offset note if needed. Click 'Save' to offset the charges with the deposit amount.
The payment method will default to Internal Transfer when “Offset charges” is used. It indicates that the amount held in deposit has been internally transferred to the guest folio to offset the outstanding amount owed to the hotel. A deposit amount that has been used to offset charges cannot be reversed.
Example below:
Two types of guest charges have outstanding amounts that need to be settled. The user used the deposit to offset these charges, which total $136.85. After deducting the guest charges from the deposit, the remaining deposit amount is now $63.15.
Refunding a Deposit
- In the 'Deposit' section, select 'Refunding a deposit'.
- Enter the amount to be refunded, the refund method, and the refund note (optional). Click 'Save' to record the deposit refund. The refund amount should be equal to or less than the amount that is held in deposit.
When a deposit refund is successfully recorded, it will be reflected in this section.
Example below:
After deducting the guest charges, the remaining deposit amount is $63.15. This is the amount the hotel should return to the guest.
Settling the Traveller Folio Balance with Traveller Payments
Before the guest checks-out, it is very important to ensure that all charges are paid so the Traveller Folio reflects $0.00 balance.
- In the 'Payment' section, click 'Traveller payment'.
- Enter the payment amount, the payment method, and the payment note (optional). Click 'Save' to record the traveller payment. The payment amount must be equal to or less than the Traveller folio balance amount.
Traveller payment is indicated by the charge type 'Pay in - (payment method used)', showing that the traveller has paid the amount.
Example below:
The guest has not yet paid the room rate and in-room f&b charge. At check-out, the hotel collects $502.25 from the guest to balance the folio.
Correcting the Negative Balance with Traveller Refund
Sometimes, hotels may reverse a charge due to service recovery or other reasons after collecting payment from the guest. In such cases, there will be a negative amount under Balance and hotels need to refund the money to the guest. Use the Traveller Refund tab to process this.
- In the 'Payment' section, click 'Traveller refund'.
- Enter the amount to be refunded to the guest, the refund method, and the refund note (optional). Click 'Save' to complete the refund process.
Traveller refund is indicated by the charge type 'Pay out - (refund method used)', indicating that the hotel has refunded money to the guest.
Example below:
The Traveller Folio shows a negative balance of -$17.85. To correct this and balance the folio, the hotel must issue a refund to the guest.
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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