A room charge did not reach the PMS

Under Room charges the PMS column shows what happened to each charge. You see it with the Hotel PMS link add-on (see Link with the hotel PMS). Hover over it to see the PMS's answer. The PMS filter shows only the ones you want, e.g. Failed.

The statuses

• Waiting: not through yet. With Hoteliga it is tried again by itself, with a longer pause each time, up to 8 times (when Send each charge at once is on). With the Hotel API it waits for the PMS to confirm it.
• In the PMS: it is on the guest's folio.
• Failed: it will not be tried again by itself. The owner gets an email "a room charge did not reach the PMS", with the room, guest, order and the PMS's answer.
• Exported: it went out in the export for the reception (no link).
• Keyed in by hand: the reception keyed it into the PMS itself.

What to do

1. Read the PMS's answer (in the column or the email) and fix the cause: login details, room matching, extra charge. For Hoteliga see Connect to Hoteliga.
2. Press Send to the PMS on the charge. It is not doubled: if it had already arrived, the POS finds it.
3. If it can't be sent, key it into the PMS yourself and press Keyed in by hand. It will not be sent again.

Common causes

• "This charge has no guest (stay)": only the room was charged, with no guest from the in-house list. Key it in by hand. To avoid it, turn on Charge only to a guest who is staying.
• Waiting for the receipt: when the till issues the receipt, the charge goes once it is issued, because it goes with the ΜΑΡΚ. If the receipt is not issued, fix it first (see AADE or provider error) and press Send to the PMS.
• The PMS does not answer: it is tried again by itself. Nothing to do right away.

The till refuses the room charge

• "This guest is no longer staying": they checked out.
• "… may not charge to the room": May charge to the room is off.
• "Over the charge limit": charge up to what is left and the rest another way, or raise the limit under In-house guests.
• "Pick the guest staying in the room": pick them from the Who pays list.
• "The hotel issues the document…": with this setting only the whole bill goes to the room, with no other payment and no invoice details.

See also In-house guests.

Refunds and cancellations

A refund at the till does not remove the charge from the PMS. Delete or reverse it in the PMS by hand. With the Hotel API the charge says that the bill was refunded, so the vendor can see it.