Bookings & Front Desk

Guest Folio Payment Not Reflecting

Problem: A guest paid at the front desk or restaurant, but the folio balance hasn’t updated.

Possible Causes

Payment was posted to the wrong room/folio number.
Restaurant charge hasn’t been posted to the room yet (still on a separate ticket).
Payment gateway confirmation is delayed.
Folio was split and the payment was applied to the other split.

Check Front Desk → Folio Search by guest name to find where the payment landed.
In the restaurant module, confirm the charge was posted to "Room" rather than kept as a walk-in ticket.
Wait a few minutes for card/wallet payments to confirm, then refresh the folio.
If the folio was split, check both split folios for the payment.

Error Message	Resolution
Folio balance still shows due after payment	Refresh the folio — some payment methods take a minute to post.
Restaurant charge missing from room folio	Check the restaurant POS ticket was closed as "Room Charge", not "Cash/Card".

Tip: For split folios, always note which split number a payment was applied to on the receipt.

Yes — a manager can transfer a posted payment between splits from Front Desk → Folio → Transfer.