Reservations FAQ

Where is my guest history stored? (names and addresses)?
Your guest history is stored in a table called Guest. All the names and addresses are there. If you wish to do a mailmerge to all of them, you may export the data using Access97. Instructions for exporting your data using Access97 and Mailmerging with MSWord can be found on:

If you accidentally put the date forward too many days, can you somehow get it back to the correct date?
As long as you do the Tools Backup just prior to rolling day you can then Restore back to the correct day.

Can reservation detail page be printed and used as a Registration Card?
Yes, but not in RezBook. You can press Alt & PrtSc keys simultaneous then open MSWord and choose Paste. You can then create a reservation card and save it as a template so that you can use it for all your guests to sign.

With Amex, Diners, Motorpass etc. we receive a cheque less commission a couple of weeks after Guest has departed. How can we keep track of the outstanding amounts that haven’t been paid?
You can set these Credit Cards up as Company’s. You should first set-up each credit card as a Company, then make a Reservation for each of them ensuring they are showing in the Company field of the Reservation Detail screen. Check them in and then check them out the same day so they disappear off the grid. If you need to post a charge to the credit cards, you go to File then Find Guest. Search and Show the Credit Card reservation and post the necessary transactions.

I have a guest staying first night free second night half price, how do I do that?
Manually. Unless you set up a rate plan which is: 1nite FOC, 2nite 1/2 price and enter the charge to be posted only once in 2 nites.

How can we alter the content of Reservation letters?
Click on System then Letters. Once in the Letters screen click on the drop down arrow in the Letter field and choose the letter you wish to alter. Make changes and be sure to click Save before exiting.

Comments box doesn’t work?
You first need to setup the Header or Title of the comment in System-Comments – Travel Agent, Group, Reservation, Unit etc. You then go into the Travel Agent, Company, Group or reservation setup and put in the comment.

How do we credit Amounts eg: Discounts, Over Charge or mistakes?
All incorrect postings should be posted exactly the same way again only with a minus sign in front to zero out the incorrect posting. Discount should be set-up as a Transaction Code and posted as a negative charge.

Deposits for Reservations in Advance – A Guest has made a Reservation, then sends a deposit. What do we do?
Find the reservation, click the 4 dots next to Guest name and enter deposit details. This information is stored in Guest History, and will be used to send out the deposit confirmation letter if you have one. Then post a Payment choosing Advance Deposit as the Payment Type – this will then be recorded in the days banking total. The reservation will now show a negative balance until the person checks in and the advanced deposit moves from the advanced deposit ledger to the in-house guest ledger.

What does “Do you want to post the payment to tomorrows date?” mean?
If you go to the bank daily, and you want your Banking Report to match your deposit slip, you use this functionality. Before you go to the bank you answer “NO” I do not want to post to tomorrow. When you return from the bank, you answer “YES”.

What is the correct way to process a cancellation where an advance deposit has been made?
There are two ways this would happen…

1. The Reservation is cancelled and the whole deposit refunded to the client
2. The Reservation is cancelled and some or all of the deposit retained by you

Procedure for 1. above
Call up the Advance Reservation – Click on Payment – call up the payment type of Advance Deposit – Delete the amount that defaults in the box (very important) – type in the amount of the deposit being refunded with a – sign in front. Choose the method of refunding – cash, chq etc – then post. The Balance of the reservation should be Nil – and you can cancel the reservation and the amounts will be removed from the Advance Deposit Ledger.

Procedure for 2. above
Call up the Advance Reservation – Click on Charge – and make a charge for the amount of the cancellation fee – use Forfeited Advance Deposit – this will include GST which is correct. – Post this. Then use the method above to refund the balance of the Advance deposit – ensuring that you delete the amount that first appears in the box and overtype it with the negative amount required to finalise – then Post and cancel the Reservation.

Using the above methods should ensure that the Advance Deposit Ledger remains correct.

What is the Guest Refund Charges code used for? Why isn’t it a Payments code?
There are two ways that you may need to process a Guest Refund – one is that the guest has been charged too much and you wish to reduce the amount they are liable to pay – the other is that the guest has paid too much and you actually want to physically refund them some money.

In the first instance – you need to reduce your revenue accounts by the amount of overcharging – here we use the charge code for Guest Refund – and enter a negative amount – this reduces the balance owing on the Guest account and also reduces your revenue. The Guest Refund charge code also should have GST assigned as you will want to reduce your liability for GST when you credit the Guests account.

In the second instance – on the day that you physically refund the guest
– either with cash or by posting a refund on their credit card with your EFTPOS facility – you need to use a Payments code for Guest Refunds – and enter a negative amount – this reduces the cash or credit card totals you have for this day and reconciles your banking.

In the case of an overcharged guest who has already paid their account – you need to do both of the above – firstly use a negative Guest Refund charge amount to reduce the amount they should have paid, which would put their account into credit – then use a negative Guest Refund payment amount to physically return the money to them.

Having both of these transaction codes call Guest Refund might be confusing to your staff – consider setting up a new Payment transaction code called Guest Refunds Paid.

you go to the bank daily, and you want your Banking Report to match your deposit slip, you use this functionality. Before you go to the bank you answer “NO” I do not want to post to tomorrow. When you return from the bank, you answer “YES”.

What is the Guest Refund Charges code used for? Why isn’t it a Payments code?
There are two ways that you may need to process a Guest Refund – one is that the guest has been charged too much and you wish to reduce the amount they are liable to pay – the other is that the guest has paid too much and you actually want to physically refund them some money.

In the first instance – you need to reduce your revenue accounts by the amount of overcharging – here we use the charge code for Guest Refund – and enter a negative amount – this reduces the balance owing on the Guest account and also reduces your revenue. The Guest Refund charge code also should have GST assigned as you will want to reduce your liability for GST when you credit the Guests account.

In the second instance – on the day that you physically refund the guest
– either with cash or by posting a refund on their credit card with your EFTPOS facility – you need to use a Payments code for Guest Refunds – and enter a negative amount – this reduces the cash or credit card totals you have for this day and reconciles your banking.

In the case of an overcharged guest who has already paid their account – you need to do both of the above – firstly use a negative Guest Refund charge amount to reduce the amount they should have paid, which would put their account into credit – then use a negative Guest Refund payment amount to physically return the money to them.

Having both of these transaction codes call Guest Refund might be confusing to your staff – consider setting up a new Payment transaction code called Guest Refunds Paid.

you go to the bank daily, and you want your Banking Report to match your deposit slip, you use this functionality. Before you go to the bank you answer “NO” I do not want to post to tomorrow. When you return from the bank, you answer “YES”.

If someone wants to check in and immediately pay the full balance, how is this handled?
From the reservation screen, you pull up the charge screen and post the entire nightly charge upfront, click in payments and post the payment, you come back to the reservation detail screen and zerio out the nightly charge field so it doesn’t post another nightly charge for the entire stay. Save the reservation and click yes to having the guest stay for free (what this message reallymeans is – “I’m not showing any nightly charge to automaitclaly post, are you going to take care of this?”)

How can I take data on people’s flight details to and from the airport?
The way you set this up in RezBook is to go into System – Comments – Reservtion. The first header entered shows on the Arrivals report. So make this header : Arr/Deprt Time, then double click on a reservation – click on the Reservation Comments button near the bottom of the screen and enter their arrival or departure time. Save the reservation and go to Reports. When you bring up an arrivals report for this arrival date, you will see the arrival time in the last column on the report.

How do you get the balance to be 00.00 and not a negative amount when the guest pays up front and you want to print a receipt?
You create a “check in” letter and print a letter instead of a folio…a folio is a checkout letter basically. Users should go to System-Letters, create a NEW letter, name it checkin or deposit receipt. Enter text in the 3 paragraphs as required and make sure to click in the box “Reservation Detail” so that the finances come up in the letter. Save the letter and select it from the reservation screen after posting the payment.

 

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