Why can't I check out a room with a Zero balance?

Modified on Tue, 05 Jan 2021 at 02:16 PM

If you are unable to check out a room and believe the balance is zero then we suggest you check both the RES and RESX transaction screen. Sometimes depending on your settings there may be a charge or payments on both. The easiest way to check this is from Manage Reservations, locate the reservation from there. Then click Group by reservation, this will give you a better overview and you can see if there is anything outstanding on the room balance (RESX) and the reservation balance (RES).

To view transactions on both the RES and RESX click on the drop down of either number and select view transaction or view reservation transactions. This will open up the transaction part of the booking. In the right hand corner you will see an open book icon, if you hover over this you will see it says split view. Clicking on this allows you to view both the RES and RESX transactions. 

You can now see whilst the balance is Zero on the RES in this example there is an negative balance on the RESX. It could be the other way round where you will see an outstanding balance. In either scenario you will need to add a charge or payment or void to zero the balance.

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