Reservations & Folio Management

Q. How do I change a reservation?

To change a reservation, follow these steps:

  1. Go to the ‘Tape Chart
  2. Click on the reservation to be changed.  This will open the ‘Reservation Detail’ screen.    
  3. Click the “ [...] “ button to the right of ‘Room(s)’.  This opens the ‘Room Assignment’ window.
  4. Enter the changes to the reservation “stay criteria” (i.e., Arrive, Depart, etc), if necessary, then click “Search” to find new available rooms that meet the criteria
  5. Select “Room Class” and “Room Number” from the dropdown menus (if necessary)
  6. Click “Select” to return to the reservation.
  7. Depending on what the change was, the following questions may be asked:
    1. If just the Room was changed, no question will be asked. Go to Step 8 below.
    2. If just the Room Class was changed, the system will ask ‘Change Related Room Charges?
      1. Click “OK” only if you want the system to recalculate the entire Folio
      2. Click “Cancel” if you want to leave the rates as they are in the Folio or if the items in the Folio have passed Night Audit. (that is, no change)
    3. If any of the ‘Stay’ criteria were changed (e.g. Arrival/Departure, number of people, etc), the system will ask ‘Change Related Room Charges?
      1. Click “OK” only if you want the system to recalculate the entire Folio
      2. Click “Cancel” if you want to leave the rates as they are in the Folio (that is, no change).  If “Cancel” is selected and
        1. the ‘Stay’ criteria was extended – the system will ask you ‘Create room charges for the new dates?’ Select “OK’” to create the new room charges or select “Cancel” to keep the current Folio charges.
        2. the ‘Stay’ criteria was shortened – the system will ask you ‘Remove room charges for the extra dates?’ Select “OK” to remove room charges or select “Cancel” to keep the current Folio charges.
  8. Click 'Done' to Save and Exit the reservation

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Q. How do I do a room move (change guest room)?

To change a guest’s room, follow these steps:

  1. Locate and open the reservation
  2. Click the “ [...] “ button to the right of ‘Room(s)’.  This opens the ‘Room Assignment’ window.
  3. Select the new “Room Class” and “Room Number” for the reservation
  4. Click “Select” when done

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Q. How do I move multiple reservations between rooms?

To move multiple reservations between rooms, follow these steps:

  1. Go to the “Reservations” menu
  2. Click “Tape Chart
  3. Click “Move Rooms" in the upper left hand section of the ‘Reservation Grid’
  4. You will first need to create a temporary place to move the room by creating a 'Parking Lot'.  In the ‘Parking Lot’ found in the upper left hand section of the Reservation Grid, select “New”.  This opens the ‘Parking Lot Detail’ screen.
  5. Enter the ‘Name” and “Description” [e.g., the name may be the date, the purpose of the move, “temp”, etc.] in the ‘Parking Lot Detail’ screen.
  6. Click “Create
  7. On the ‘Tape Chart’ click on the reservations to be moved.  Once selected, they will appear in the ‘Parking Lot’.
  8. Click on the radio button next to the reservation in the ‘Parking Lot’, and then select the room and date on the Tape Chart.  The reservation will be displayed in red as a ‘Pending Move’.
  9. When finished moving all the reservations from the Parking Lot, click "Commit" to complete the move.

*Note: In order to ‘Commit’, all reservations in the Parking Lot must be in ‘Pending Move’ status.

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Q. Can a guest stay in different rooms during a single reservation?

Yes, a guest can stay in different rooms during a single reservation.  Use the “Split Rooms Function” as follows:

  1. Locate and open the reservation to be changed.     
  2. Click the “ [...] “ button to the right of ‘Room(s)’.  This opens the ‘Room Assignment’ window.
  3. Check the “Split Rooms” box
  4. Click “Search”.    Make the selections to ‘Room Class’ and ‘Room Number’ as above for the appropriate dates.
  5. Click “Select” to return to the reservation

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Q. Why isn’t the system allowing me to make reservations in the future?

This usually happens if a rate or a season is not set up correctly.  For example, if the reservation is for the following year and you do not have rates for that time period, you will not be able to make reservations.
To confirm that your inventory setup is correct, follow these steps:

  1. Click on the “Inventory” tab
  2. Click “Overview
  3. Select the “Property” from the ‘Properties’ drop down list
  4. Select the “Date” in question from the calendar icon “  “ or click “Today” for today’s date.  

    Note the “Check Mark”:
    A green check mark
    v  “ means you have rates which can satisfy all criteria
    A yellow check mark
    v  means there are rates, but they have conditions (Such as promo code, minimum stay, or etc.)  
    A red
    X means there are no rates for that date and room class.
  5. To setup additional seasons & rates, click here: How do I set up seasons and rates for my property?

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Q. How do I transfer payments from the Guest Folio to a corporate account Master Folio (direct billing)?

To transfer payments from a guest folio to an account folio, first make sure that you have the appropriate account set up.  To view how to set up a corporate and member account,
click here: How do I create a corporate/member account?
Next, follow these steps to link the guest to the account:

  1. Select the Reservation.  This will open the ‘Reservation Detail’ screen ‘Summary’ tab.
  2. Click “Folio” tab next to the “Summary’ tab
  3. Click on “Move” button
  4. Find the “Account” field in the ‘Contact Information’ section and click on the “ [...] “  icon next to it.
  5. Click "Go" on the popup menu to search for the account
  6. Click on the radio button next to the appropriate account When prompted to add account information to the reservation, click “OK” if you want to copy the contact details from the account to the reservation Click “Cancel” if you want to leave the contact details in the reservation unchanged.  The account will still be associated to the reservation.
  7. Select the "Folio" tab
  8. Click "Move" above the “Line Items” list
  9. Select the "Target Folio" [which should be the account] from the right-hand side dropdown
  10. Select the charge(s) that you would like to move between the guest and the account folios and click the corresponding arrow(s).
  11. Click "Close" on the popup window
  12. Click "Done" at the bottom of the screen

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Q. How do I adjust a credit card charge?

To adjust a credit card charge, follow these steps depending on whether or not you have credit card integration.

Option 1: If you do not have payment processing integrated with innCenter

If you do not have payment processing integrated with innCenter (that is, you use a separate credit card machine) you can simply “void” that transaction, provided it has not gone through Night Audit.  If it has, you will need to “roll back” the charge or insert a new adjusting entry. Click here to see  How do I adjust [Rollback]Folio items which have been through Night Audit?’

Option 2: If you do have integrated credit card processing through innCenterFollow these steps if you do have integrated credit card processing through innCenter.

*Note: You also must have a role that has the “Night Audit” Special Function entitlement to adjust credit card charges.

  1. Find the transaction within the ‘Guest Folio’ tab in the ‘Reservation Detail’ screen
  2. To cancel a charge that has taken place the same day, click the transaction and select “Cancel” as an ‘Authorization Type
  3. Click “Process” to complete the transaction
  4. If the transaction has passed or if a credit needs to be issued to the customer, select “Pay
  5. Change the authorization type to “Credit
  6. Enter the amount to be credited   *Note: This should be a positive number.

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Q. Can a guest pay with multiple credit cards?

Yes, guests can use as many credit cards as they would like to pay down a Folio.  To allow payment by multiple credit cards, follow these steps:
  1. Start to process the transaction as you would any other credit card transaction.
  2. Enter the amount to be charged on a given credit card
  3. Click “Process”              
  4. Repeat this process for the remaining credit cards to pay down the balance.

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Q. How do I adjust (Rollback) Folio items which have been through Night Audit?

Some users are entitled to ‘roll back’ items which have been posted though Night Audit. As you may have noticed, items that have passed through night audit can’t be simply “voided” or changed. You must first do the following:
  1. Click on the line item that has passed Night Audit that you want to adjust. 
  2. This opens the “Item Detail” screen.
  3. On the “Item Detail” screen you will see in red: “This item is in the process of being reported for the DD-Month-YY Audit period and cannot be adjusted.”
  4. Select “Rollback Status” and the item will be available for adjustment

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