Guest accounts

Folio charges are recorded against a booking. Restaurant, spa and other outlet amounts are recorded against that same booking. Each charge has an amount and a draft, posted or voided state. Finance Officer can review both sources together when preparing the final guest account. The reservation number helps the desk and finance team discuss the same stay.

Payment records carry received amounts, references and pending, confirmed or refunded states. A pending payment is not a confirmed receipt. At checkout, approved charges are reconciled against confirmed payments or an explicit outstanding account is acknowledged. Checkout itself does not turn a pending payment into confirmed money.

• Charge source. Keep folio and outlet items linked to the correct booking.
• Receipt evidence. Retain the payment reference and received date.
• Final account. Review posted charges and confirmed payments before departure.

Agree who can post or void a charge and what evidence Operations Reviewer needs to authorize an eligible outcome. Define how an outstanding account is acknowledged and how a refund affects the balance review. Connect a payment service or accounting system only under an agreed source-of-truth rule for confirmation.

Take a checked-in booking with a posted room charge, a draft spa charge and a pending payment. Finance Officer reviews the charge details and payment reference. Operations Reviewer reviews eligible charges; the draft spa item remains distinct until posted. The pending payment must not be counted as collected. At checkout, the team either has confirmed receipts covering approved amounts or records the outstanding account explicitly.

Use one reservation as the reconciliation unit even when the guest visits an outlet during the stay. A folio charge and an outlet charge may be recorded on different dates, but each amount must point to the intended booking. When a receipt is refunded, Finance Officer reviews the new balance against the posted amounts. Operations Reviewer can inspect the charge evidence before the manager accepts the final account. Keep the payment reference available so an uncertain provider result can be checked against its original transaction.

• Draft Folio Charges — Check unposted folio amounts and their booking links before review.
• Pending Payments — Investigate receipts whose source has not confirmed collection.

See the first handoff and the next decision for the linked operating sequence.