Folio and payments

A guest’s account has separate charge and payment records. A folio charge holds its service date, description, amount and reservation. It begins as Draft, can be Posted, or can be Voided. The Finance Officer reviews a charge before treating it as part of the final account. A payment has its own received date, amount, reference and state.

Pending money is not the same as a confirmed receipt. The Finance Officer checks provider evidence before marking the payment Confirmed. A refund remains distinguishable from an ordinary confirmation. The Operations Reviewer examines the final folio decision so a departure does not silently rewrite the financial evidence.

An outlet charge has its own date, amount and posting state beside ordinary folio charges. Finance should check the reservation link and compare that charge with the service the guest received before including it in the final review. A Voided charge should remain visible as a correction rather than disappear from the account history. If a refund follows a confirmed receipt, the payment’s Refunded state should be clear to the next Finance Officer reviewing the stay.

• Charges. The Finance Officer checks each charge’s service date, amount and Draft, Posted or Voided state.
• Receipts. The Finance Officer compares a payment reference with outside evidence before confirming it.
• Checkout decision. The Operations Reviewer sees the final folio beside confirmed payments and any acknowledged outstanding account.

Agree who may post or void a draft charge and where Finance Officers verify a payment reference. Decide how staff acknowledge an outstanding account at checkout. Keep refunds separate from new receipts. Rehearse a posted charge with a pending payment so the Operations Reviewer does not treat the account as settled before Finance has confirmed the money.

Use a stay with a posted charge, a draft service charge and a Pending payment. The Finance Officer checks the charge descriptions and verifies the payment reference against its source. The Operations Reviewer reviews the final account only after the charge and receipt decisions are clear. If the payment remains Pending, record the outstanding account decision before the Front Desk Agent checks out the guest.

• Draft folio review — Examine unposted charges and the reservation behind each one.
• Pending payments — Check receipt references before treating money as confirmed.

Walk through the related operating process with the team, then use the data model to check the records each step changes.