Overview

If the Check Out button is unavailable or produces an error in GuestPoint, there are several common causes. Work through each section below to identify and resolve the issue.

1. Non-Zero Room Account Balance

The most common reason checkout fails is an outstanding balance on the guest's Room Account.
GuestPoint expects room charge revenue to be balanced out by an opposing payment.
Often times the Room Account may not have a payment on it, or there is too many charges that might need to be reversed.

Steps to resolve:

1. Open the reservation in GuestPoint and navigate to the Room Account tab.
2. Verify if the Account Balance at top right hand corner is 0.
3. Check if there is a payment existing on the Room Account. If the payment doesn't exist, proceed to "Make Payment" button in bottom left side and process payment for the outstanding amount using the appropriate payment method.
4. If charges appear incorrect, review posted transactions and make any necessary adjustments or reversals before taking payment.
5. Once the room account balance is zero, attempt checkout again.
   
6. If payment for the booking is to be collected via a Debtor Invoice, simply disregard steps 3 to 5 and proceed to Send To Debtor Account (located in the Send To button in the Room Account or during the Check Out stage).
   
7. A debtor account will only be visible to send to if a company or agent account is attached to the booking and they have the "Allow Debtor Invoices" tick box enabled in their Company/Agent profile.
   

HANDY TIP - If your Room Account has too many transactions for you to scroll through, you can use the Summary View icon to change it from a Detailed View.
This button is located just underneath the Departure Balance area as per below image.
Summary View simply tallies up the total of each transaction account.

2. Revenue and/or Payments split across Multiple Accounts within the Reservation

GuestPoint posts systematic revenue charges to a reservation's account dependent on what the Automatic Charge Policy of the reservation is.

There are 3 possible accounts within a reservation's Room Account:
1. Guest Account (all reservations have this by default)
2. Company Account (only by attaching a company to a reservation)
3. Group Account (only for group reservations)

When you change a reservation's automatic charge policy, the default account that opens up first when you open the Room Account of a booking also changes to that account. By default, all bookings have All Charges to Guest and the Guest Account is usually what opens up first.

You can observe what the Automatic Charge Policy of a reservation is by looking to the top-middle section of a Reservation where it says All Charges to... (Guest, Company, or Group)

The Automatic Charge Policy can also be adjusted back on the Reservation tab and scrolling further down to the Charges & Payment Options section where you can select an appropriate Automatic Charges Policy from the dropdown selection.

Company and Group charge policy options only appear if the reservation is a Group Reservation or if the reservation has a company attached to it.

Steps to verify if Revenue Charges and/or Payments are sitting in different accounts & How to Transfer to the Same Account to 0 Balance the Account:

1. Open the reservation and navigate to the Room Account tab.
2. Underneath where the Reservation Number is, there will be a dropdown option Select Account showing all possible accounts on this reservation
3. Navigate to this dropdown selection and go into each possible account and visually verify what exists in each account.
4. If you find an account that only has revenue or payments, and another account that has the other revenue or payment component, use the Transfer function to transfer that revenue or payment to transfer it to the same account as the revenue or payment.
   
5. You can find the Transfer button on the right-hand side of Transaction Line itself, or by clicking on Send To button next to the Make Payment button and proceeding to Transfer Charges
6. Once all revenue & payments are sitting in the same Account, the account balance should be 0, proceed in Checking Out the booking again.
   
7. You may encounter an issue trying to transfer a Used Deposit payment where the Transfer button is greyed out. In this scenario, you will need to action a manual Transfer.
   
8. Create an opposite negative payment amount in the account where the Used Deposit is. This opposite amount should cancel out the Used Deposit in that account.
   
9. Create the same payment again in the account with the revenue charges. Match the payment type, description, and print date to original Used Deposit payment for better clarity.

3. Rollover Not Processed

If a reservation spans a date where the nightly rollover did not complete successfully, it is likely you will not be able to check out a room.

Steps to Verify if a Roll Over Nightly Rate has not posted:

1. Open the Reservation up and on the first Reservation tab, scroll down to the Rates section where it shows the nightly rates for each date.
   
2. Observe the colour coding of grey & white backgrounds. If a nightly rate has a grey background where you can't change the rate anymore, this means the nightly rate has already posted from roll over being done (or from checking the booking in on the first night).
3. If a nightly rate has a white background, this indicates a nightly rate that is still pending to be posted from roll over being actioned.
   

1. For you to check out your guests today, you will need enough revenue charges to balance the payment component.
   
2. You can either choose to do a roll over at the start of the day for the system to post all charges to your checked in rooms, or you can manually create the room charges for each booking as needed to check them out.
3. You can roll over more than once in a day, so if needed you can roll over at start of day and then again at your usual roll over time.
   
4. If you have instead created manual room charges for each booking as you check them out, you can proceed with your roll over at your usual time. The system will not post any nightly rates for bookings that have checked out already. E.g. if you created manual charges for $100 for 2 nights and checked the booking out, those $100 charges will not post again from roll over.

4. Reservation is not Checked In

Check Out can only be performed on a reservation that has an active checked in status.

Steps to resolve:

1. Open the reservation and confirm the status shown in GuestPoint.
2. If the reservation shows as Reserved or Confirmed rather than Checked In, the guest was never checked in on the GuestPoint system.
3. Complete the check in process first, then immediately proceed with checkout if the guest is already on site and departing.
4. If the reservation was a no show or the guest never arrived, use the No Show or Cancel process instead of checkout.

5. Departure Date Does Not Match Today

GuestPoint may prevent checkout if the system departure date on the reservation does not align with the current system date.

Steps to resolve:

1. Open the reservation and check the scheduled departure date.
2. If the guest is checking out early, you may need to perform an Early Departure adjustment before checkout is available.
3. If the guest is checking out late and the departure date has already passed, confirm the rollover has run correctly (see Section 3) and check whether a late checkout fee applies.
4. Adjust the departure date if appropriate, then attempt checkout again.

6. Unsettled Open Accounts for the Booking

Some reservations include multiple guest accounts. This is common with guests who pay separately.

Steps to resolve:

1. In the reservation's Account tab, check for multiple accounts by selecting the drop down option Select Account located just underneath the Reservation Number
2. Review each account individually and confirm all have a zero balance.
3. Transfer or settle any remaining charges as needed.
4. Attempt checkout again once all accounts are clear.

7. User Permissions

In some cases the checkout button may appear greyed out due to user permission restrictions rather than a balance or status issue.

Steps to resolve:

1. Ask a supervisor or manager to attempt the checkout using their login.
2. If checkout succeeds under a different login, contact your system administrator to review and update your user permissions in GuestPoint.

Still Unable to Check Out?

If you have worked through all steps above and checkout is still not possible, contact GuestPoint Support with the following information ready:

• Reservation number
• Guest name
• Current system date shown in GuestPoint
• A description of any error message displayed
• Screenshots if available

This will help the support team identify the issue as quickly as possible.