Troubleshooting a Wrong Tax, Rate or Amount on a Folio

Troubleshooting · Updated 2026-10-25

Room rent and tax are calculated when the folio is saved and recalculated whenever the stay or rate is edited. The night audit does not post rent or tax (Night audit). A wrong amount therefore comes from set-up data or from how the folio was edited.

Symptom: tax is missing on a new folio

Likely causes, ranked:

1. The tax is not selected on the room type. Fix: tick it on the room type (Room type).
2. No row in Tax Configuration, or its start date has not arrived. Fix: add a row (Tax configuration).
3. The configured rate is 0 (a row with rate 0 stops a tax).
4. The tax was created but not configured (Tax).
5. Tax exempt flow for CRS bookings: see CRS tax exempt and the guest's tax-exempt flag in the stay details.

Symptom: the old tax rate is still used after changing it

Cause: a change to a tax that already has a rate starts tomorrow at the earliest; tonight is taxed at the old rate. (The first rate of a tax can start on the PMS date since 2026-10-18; if tonight shows 0 tax, check that the row's start date is not after the PMS date.) The current row cannot be edited; add a new row with a start date of tomorrow or later. Existing future nights are recalculated when the folio is edited and saved.

Symptom: wrong rate on a new folio

Likely causes:

1. Wrong rate type. The default rate type is set in Rental Setting (default RACK). Check the rate type chosen on the folio.
2. Rate type binding. A bound rate type is a percentage or amount away from its base (Rate type binding). Check the bind value.
3. Remember Rate for Guest is on and the returning guest's earlier rate was prefilled (Rental Setting).
4. Rate Change Confirmation setting: Do Not Change keeps the old rate when the room type or length of stay changes; Apply Default Rate re-prices; Ask Confirmation For Change Rate prompts.
5. Rates for that date were never entered or are outside the calendar (Rate manager). Users without Configure Rate Settings cannot enter rates.
6. Occupancy or extra-person rates: adult, child and pet rates in the rate type (Rate type).

Symptom: discount does not change tax or other charges

Cause: Discount Option in Rental Setting selects which parts a discount applies to: Rent, Occupancy Tax, Other Charges, Other Charges Tax (default Rent + Occupancy Tax). Fix: adjust the option.

Symptom: other charge is untaxed or taxed twice

Causes: the charge is not marked Taxable (it can be ticked only if an other-charge tax exists), or an Always Charge and a CRS Charge are mixed (Other charges, Folio other charges).

Symptom: balance is not what the guest expects

Likely causes:

1. A deposit or card authorization is open and not yet applied (Payments and deposits).
2. A payment or charge was not saved: payments and charges are only stored on Save.
3. Currency: foreign-currency payments depend on the exchange rate for the date (Exchange rate).
4. Split folio moved charges to another folio (Split folio).
5. Room move or amend dates re-priced the stay (Room change, Amend dates).
6. A POS room charge posted from a restaurant (SunPOS room charges).

Symptom: no-show or cancellation charge missing

Cause: Manual Posting No-Show/Cancel Revenue is on; post it manually (No-show/cancel revenue posting). If posting fails with a tax or rate error text, check the tax set-up for that date and retry.

Symptom: edits to a past, audited day are refused

Cause: the owner turned on Restrict Changes on Audited Transactions (Night audit setting).

When to escalate

The set-up data is correct, the folio was re-saved and the amounts are still wrong; give the folio number, dates, rate type and expected vs actual amounts.

Tips and FAQ

• Q: I created a tax but the guest is not charged. A: Check three things: the tax has a row in Tax Configuration with a start date that has arrived, the tax is ticked on the room type, and the rate is not 0.
• Q: I changed the rate today but guests are still charged the old one. A: A change to an existing tax starts tomorrow at the earliest; tonight is taxed at the old rate.
• Q: How do I stop charging a tax? A: Add a new row for it with rate 0 from the date you stop.