What to do if a guest checks out on the same day as arrival

Modified on Tue, 24 Nov 2020 at 03:43 PM

In order to check a room out, the balance needs to be zero. This applies regardless of whether they have spent the full length of their stay or if they are leaving earlier than planned. How you achieve this will depend on the circumstances:

  • If you need to refund the guest in full (e.g. due to a complaint) once you have refunded the deposit then the balance should be at zero anyway 
  • If you need to retain part or all of the deposit as a cancellation fee, then there will be a balance left sitting on the reservation. You will need to balance out the deposit by manually adding a charge onto the reservation. You can do this by adding a transaction, the same way as you would add a payment, but after you have pressed the +Add Transaction button simply select 'Charge' as the payment type (instead of payment). Complete the rest of the fields and then choose a billing article to settle this against - this will usually be "Accommodation" unless you have a "Cancellation" or "No Show" article already set up 
  • If there are currently no transactions at all on the reservation, you can either choose to leave it at zero or add both a payment and a corresponding charge as well

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