Question 1

Where do I find a booking?

Accepted Answer

Use Find Reservation (Reception menu), the Dashboard lists, the Register or the Calendar, then open the folio.

Question 2

Why does the chip say "Reserved" and not "Check In"?

Accepted Answer

The stay has not been checked in. Use Check In on the day of arrival.

Question 3

The old addresses #/folio and #/group-folio still work?

Accepted Answer

Yes, they redirect to #/folio and #/group-folio, so saved bookmarks keep working.

Question 4

Why is Check In missing?

Accepted Answer

Date is in the future, or no room is selected.

Question 5

Can I create a folio from the calendar?

Accepted Answer

Yes, selecting a cell of the Calendar opens New Folio with room and date preset.

Question 6

How many characters can a remark have?

Accepted Answer

500 per category.

Question 7

Where do I set the time for the turndown service?

Accepted Answer

In RTST: tick the box, set Time and add a Turndown Remark.

Question 8

Remarks has no check mark but I typed a remark.

Accepted Answer

The remark was typed in a window you cancelled, or the folio is not yet saved.

Question 9

Why does Save not show?

Accepted Answer

Folio is cancelled/No-Show beyond editing, or you lack the privilege on a checked-out folio.

Question 10

An unsaved folio shows a payment I added.

Accepted Answer

Payments and charges are only stored on Save.

Question 11

I saved a new folio, saw an error and saved again; now there are two folios.

Accepted Answer

Until 2026-10-18 a failure in a step after the folio was stored (audit, revenue posting, channel update, messaging) reported the whole save as failed although the folio existed, so a second Save created a duplicate. For a new folio those later steps are now logged and the save stays successful. Before saving again after any error, search the guest in Search Reservation first; if you do find a duplicate, cancel or delete the extra one. Document and signature uploads that run after the save can still fail with a message.

Read more: Folio - Saving and Confirming

Question 12

I changed the arrival date and the departure moved too.

Accepted Answer

That is intended; change Check-Out Date & Time afterwards if the length also changed.

Question 13

The old dates came back after I typed new ones.

Accepted Answer

The rate for the new dates was refused (for example no rate defined, or the rate type has a fixed length). Fix the rate and try again.

Question 14

Can I change the arrival of an in-house guest?

Accepted Answer

No. The check-in date is locked; extend or shorten the departure instead.

Question 15

Does the original folio change?

Accepted Answer

No. Split Folio is a second printout; the original still shows everything.

Question 16

Can two guests each have a split?

Accepted Answer

Yes, one split per guest; choose the guest at the top.

Question 17

Print is greyed out.

Accepted Answer

Save first.

Question 18

I changed a charge's split amount; which tax changes?

Accepted Answer

Only the Split Tax of that charge. It is recalculated when you click OK in the small edit window, whether or not other charges are ticked.

Question 19

I need a real second folio that is paid separately.

Accepted Answer

Use payment transfer or a group master/member folio instead (Group reservation).

Question 20

A guest is not in the list although the departure has passed.

Accepted Answer

The guest may already be checked out, or the folio is cancelled; check the guest ledger lists (Guest account ledger).

Question 21

Can I extend instead of checking out?

Accepted Answer

Yes, open the folio and move the check-out date later (Amending dates).

Question 22

Why did bulk check-out stop for one guest?

Accepted Answer

The reason is shown in a message; the process continues with the next guest after you click OK.

Question 23

Does the PMS give unsold block rooms back by itself?

Accepted Answer

Yes, when the group has a release rule (Release unsold rooms automatically ticked). The night audit releases them on the rule's day. Without a rule they stay held until you click Release Available Room.

Read more: Group Block Rooms and Single Room Blocks

Question 24

The release day has come but the rooms are still blocked.

Accepted Answer

The release happens only when the night audit runs, for the date it opens. Check that the audit ran, that the box is ticked and the rule is the one you meant (Group Date or Business Date), or release by hand.

Read more: Group Block Rooms and Single Room Blocks

Question 25

Will the audit cancel the group's reservations?

Accepted Answer

No. Only rooms of the block that no member used are released; the members keep their rooms.

Question 26

What is the difference between Group Date and Business Date?

Accepted Answer

Group Date releases the whole block at once, the given number of days before arrival. Business Date releases night by night, each night the given number of days before it.

Question 27

Does Auto Assign save the rooms?

Accepted Answer

No. It only fills the cards; click Reservation to save.

Question 28

I assigned the wrong room.

Accepted Answer

Open the booking and use room change (Room change and assignment).

Question 29

Does assigning a room check the guest in?

Accepted Answer

No. It only gives a room number to the booking.

Question 30

The PDF does not open.

Accepted Answer

Allow pop-ups for the PMS site; every print opens in a new browser tab.

Question 31

Email says the address is missing.

Accepted Answer

Add a home or business e-mail on the guest tab first.

Question 32

The Folio buttons are greyed out.

Accepted Answer

Save the folio first; some items also depend on the folio status (see the table above).

Question 33

Can printing happen automatically?

Accepted Answer

Yes, in Folio Setting for reservation, check-in and check-out (Folio Setting).

Question 34

Why do I not see the information icon on my new folio?

Accepted Answer

It appears after the first save. Use Reservation or Check In first.

Question 35

Where do I see who cancelled a booking?

Accepted Answer

Open the cancelled folio and click the information icon: Cancelled By and Cancelled Date.

Question 36

What is the second pill next to the folio number?

Accepted Answer

The reservation number of the online channel (OTA), with the channel name.

Question 37

Does the back arrow save my changes?

Accepted Answer

No. Click Save or Close (which asks Do you sure want to save changes?).

Question 38

The list Room Status After Undo is greyed out.

Accepted Answer

The guest came from a reservation. The room returns to reservation ready automatically.

Question 39

I undid a walk-in by mistake.

Accepted Answer

The folio is removed. Create a new walk-in folio.

Question 40

Can I undo a check-in from yesterday?

Accepted Answer

Only if your hotel allows changes to audited days; otherwise you get the audited reports message.

Question 41

Should I choose Keep or New?

Accepted Answer

Keep for the same person, so the hotel has one profile per person and the stay history stays together. New only when the old profile is wrong and must not change.

Question 42

Why is Guest Category empty?

Accepted Answer

Categories are master data; none exist on the demo hotel.

Question 43

Why can I not change the room of this booking?

Accepted Answer

Look at Lock in Folio options. Switch it off (privilege Lock reservation) and save, then change the room.

Question 44

Does Copy Reservation give me a new folio number?

Accepted Answer

Yes. The copy gets its own folio number when you click Reservation; the original stays as it is.

Question 45

Can I reopen a cancelled folio for editing?

Accepted Answer

Only Save and Close remain. Use Active Reservation in Search Reservation, or Copy Reservation.

Question 46

I do not see the WhatsApp icon.

Accepted Answer

The icon needs the WhatsApp licence and WhatsApp enabled in the property settings, and a saved folio.

Question 47

Can I chat with a booking.com or direct guest here?

Accepted Answer

Not in the Reservation Chat (Expedia only). Use the Guest chat tab of the Remarks window (Guest Interface) or the WhatsApp conversation.

Question 48

I clicked OK on the message but nothing happened.

Accepted Answer

That only closes the message. The Add Document window is still open: type the details and click its OK.

Question 49

The documents disappeared after I closed the folio.

Accepted Answer

They are saved with the folio only. Save the folio before closing.

Question 50

Can I scan the document with a phone?

Accepted Answer

With the Hardware licence, the SunHardware scan icon in this window and in the panel opens the scan on a paired phone or tablet (see Guest details and documents).

Question 51

What does Camera do?

Accepted Answer

It captures the picture with the device camera instead of choosing a file.

Question 52

How do I go back to the standard screen?

Accepted Answer

Untick Simplified Check-In / Reservation Screen in Property Setup > Feature Setting and click Save. The next folio you open uses the standard layout (how-to).

Question 53

Where did the standard buttons go?

Accepted Answer

Additional guest details -> Guests (inline). Stay, room, rate, guests, status, lock / non-refundable / prepaid, rental details, Discount, Tax exempt and Rental adjustment -> Stay. Documents and signature -> Documents. Charges -> Charges. Payments -> Payments. The right-hand icon strip: Comments -> Remarks; Vehicle, Turndown (RTST) and Housekeeping -> Stay services; Shared guests and DNR -> Guests; History -> History. Change room, Undo, Door lock and V/Ready -> More. Print, Email, WhatsApp -> the header.

Read more: Simplified Check-In / Reservation Screen (guided folio)

Question 54

Do I have to go through every section?

Accepted Answer

No. The marks only guide you; the buttons and their checks decide. A walk-in needs a name, a room and a rate type.

Question 55

Why is Check in now missing?

Accepted Answer

The arrival is not today or no room is assigned. It is disabled for an Unconfirmed reservation.

Question 56

The guest name changed after I typed it.

Accepted Answer

Special characters are removed and the name is formatted, as on the standard screen.

Question 57

How do I go back to the standard group screen?

Accepted Answer

Untick Simplified Group Check-In / Reservation Screen in Feature Setting and click Save.

Question 58

The members have "No name yet".

Accepted Answer

Rooms are added without names; open each member folio (click the folio number) and type the guest name.

Question 59

After Undo on a member, a blank group opens.

Accepted Answer

Known behaviour of the standard code; open the group again from Search Group.

Question 60

How do I give the whole group a discount?

Accepted Answer

You cannot: Discount in GROUP BALANCE only adds up the members' own discounts. Give the discount in each member's folio.

Reservations (part 1): frequently asked questions

See SunPMS with your own hotel in mind