Question 1

Where is Stay private for a group?

Accepted Answer

It is set per member, in the member's folio; the group contact has no such choice.

Question 2

Why is there no Guest link button?

Accepted Answer

The reservation is not saved, is Unconfirmed, cancelled or checked out, or the Guest Portal is off.

Question 3

The guest lost the e-mail. Does resending break anything?

Accepted Answer

The old link stops working and a new one is sent; the guest uses the new one.

Question 4

Can I show the guest the QR code on my screen?

Accepted Answer

Yes, after sending, the panel shows it; the guest scans it with the phone camera.

Question 5

Where do I see all guests who have not opened their link?

Accepted Answer

In the Guest Hub and the online check-in lists, see Guest Services.

Question 6

The deposit I took does not reduce the Balance Due.

Accepted Answer

By design. A deposit is money held, not a payment. See Deposits.

Question 7

The tax looks wrong after I changed the rate.

Accepted Answer

Tax is recalculated per night from the rate of that night; open Rental details to see each night (Rate and tax).

Question 8

Where is the credit note?

Accepted Answer

The program has no credit-note document. See Deposits, invoice and credit note.

Question 9

Why does Room Rent show only one night's rate?

Accepted Answer

It is today's night. See Total rent for the stay.

Question 10

The guest was promised 9,000 for the stay including tax.

Accepted Answer

Type 9,000 in Total rental.

Question 11

I changed the rate and closed the folio, the old rate is back.

Accepted Answer

Changes are stored only when you click Save, Check In or Check Out.

Question 12

Can I show the rate with tax included on the bill?

Accepted Answer

The printed folio lists rent and tax; the rate itself is stored without tax.

Question 13

I typed 10 % but the discount is 0.

Accepted Answer

No box is ticked. The Percentage and Amount boxes stay greyed until you tick Rent, Occupancy Tax, Other Charges or Other Charge Tax.

Question 14

Where do I record who approved the discount?

Accepted Answer

There is no field for it; use the folio remark or the user's own log. The audit trail of the folio needs the secondary database to be configured (folio header).

Question 15

Can I give a discount per night?

Accepted Answer

No. Use a rental adjustment for one day, or change the nightly rate in Rental Details.

Question 16

Does the discount lower the tax?

Accepted Answer

Only if you tick Occupancy Tax (or Other Charge Tax). The tax itself is still calculated on the full rent.

Question 17

I added a charge but the guest's balance did not change after I closed the folio.

Accepted Answer

The charge is stored only when you click Save, Check In or Check Out.

Question 18

How do I give a guest a charge back?

Accepted Answer

Delete the line, or add the same charge with a negative rate if you have the privilege and want the correction visible.

Question 19

How do I charge for several nights at once?

Accepted Answer

Use Qty, or a recurring charge.

Question 20

The balance fell but the guest says nothing is paid in the report.

Accepted Answer

The payment was not saved. Click Save.

Question 21

The guest pays half in dollars and half in rupees.

Accepted Answer

Add two lines; change the currency for the second one before typing the amount.

Question 22

I picked the wrong type.

Accepted Answer

The type cannot be edited. Delete the unsaved line and add it again, or refund the saved line and add a new one.

Question 23

The currency list shows a currency that was deleted in Exchange Rate.

Accepted Answer

Since 19-Oct-2026 the payment currency menu offers active currencies only; a payment already taken in a currency that was deactivated later still shows on the folio.

Question 24

Can the guest pay extras personally while the company pays the room?

Accepted Answer

Yes: add the company payment for the room amount, and take the extras with a normal payment, or print a split folio.

Question 25

The tab Sales & Channels is empty.

Accepted Answer

The folio has no company: choose a category and company first.

Question 26

Rate Only or Rate & Tax?

Accepted Answer

Use Rate & Tax when the rate was wrong, because the tax follows. Use Rate Only only when the tax must stay as it is. Use Tax Only to fix the tax alone.

Question 27

I changed Room rent in the summary instead.

Accepted Answer

That replaces today's whole rate; the adjustment adds a correction line and keeps the original visible.

Question 28

The button is not there.

Accepted Answer

The folio must be checked in and saved; reservations use the normal rate edits.

Question 29

The Deposit Type field is missing.

Accepted Answer

Switch on Deposit in Feature Setting.

Question 30

The guest paid a deposit and the balance did not change.

Accepted Answer

By design; the deposit is held. Settle it at check-out.

Question 31

I refunded the deposit but the guest is still in house.

Accepted Answer

Click Check Out again.

Question 32

Which is better, Way 1 or Way 2?

Accepted Answer

Way 1 keeps the normal rate on the folio and is easy to undo. Way 2 changes the rate itself and is for stays that are always free (house use).

Question 33

Complimentary is selected by default and a guest paid by mistake into it.

Accepted Answer

Delete the line before saving, or refund it.

Question 34

The guest cancelled and wants the advance back, but the refund arrow is missing.

Accepted Answer

The booking is Non-Refundable and the folio does not offer the refund. Decide with the manager what to do; the program has no override on this screen.

Question 35

Where is the cancellation charge?

Accepted Answer

There is no separate charge line: the retained advance is the charge. To bill a cancellation fee that is smaller than the advance, refund the difference (Payments) and keep the rest.

Reservations (part 2): frequently asked questions

See SunPMS with your own hotel in mind