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Guest History

The guest history screen displays all previous guests who have checked out. Once a guest has checked out, and the audit has been completed for that night, the guest record is moved to history. You can purge guest history as many times as you want, however, the system is able to handle years of past information before purging is necessary.

If you are accessing guest history from a new reservation, you can select a guest record and all information is copied in to the reservation you are creating. You can access guest history by check-in date order or by name. In addition, you can select Filter to help you search.

You can expand a guest history record and reprint a folio if necessary as well.

Making changes to guest history

If you have auditor or supervisor authority, you can add or void transactions from a history folio. Once you start making changes to a guest folio that is in history, it is moved back in to the guest ledger as an active folio.

Example of making adjustments to room and tax to a history folio​

Let's say a guest was charged $40.00 for room/tax (total $43.90), and they checked out charging $43.90 to VISA/MC. At the dayend close, the folio was moved to history. At the end of the month, the guest received their statement and phoned you telling you they should have been charged only $35.00 because they are entitled to a discount which was failed to be given.

  1. Find the guest folio through Guest Profiles or Guest History Detail.
  2. Void out the room entry for $40.00 which will automatically remove the tax
  3. Add an entry for room for $35.00 which will automatically add the new tax
  4. Add a Visa/MC REFUND entry for the difference which will bring the folio back to zero.
  5. Print the folio and send the guest a copy. You can right click on the properties screen to automatically print an envelope.

Example of making adjustments to a charge and sending back a refund check​

Let's say a guest was charged $11.30 for phone call they disputed that they didn't make. You have decided to send the guest a check rather than adjusting their credit card.

  1. Find the guest folio through Guest Profiles or Guest History Detail.
  2. Void out the phone call
  3. Add an entry for "Refund Due Accounting" for the amount of the adjustment
  4. Print the folio and send the guest a copy along with the refund. You can right click on the properties screen to automatically print an envelope.

Example of making adjustments to a bill in the city ledger​

If the guest was charged too much or too little on a folio what has been sent to the City Ledger, find the folio in guest history. Make any adjustments you need to make to the folio. You can void out charges or add new charges. Once you are finished making the changes, add an entry using account code 210 (City Ledger to make a transfer) or account code 211 (City Ledger Adjustment to make a debit/refund adjustment). The folio should then have a zero balance. During the dayend process, the invoice will show the adjustment to it.

The following is a simple example of the original entries on the folio:

         Debit Credit
Room      $40
C/L (210)        $40

Balance          $0

The folio is then retrieved from history after the guest has checked out. Adjustments are made to the folio and the adjustment is sent over to the city ledger during the next dayend close and applied to the original invoice automatically:

                         Debit Credit
Void Room                        $40 
Add correct room charge   $35
Add C/L Adj (211)          $5
  
Balance                          $0

It is recommended that you VOID room and tax rather than using adjustment accounts.

See Purging Guest History for more information.