Change in what happens to a pre-auth if payment method is changed.
B
Boarders Lamar Front Desk
started a topic
8 days ago
It is all too easy for the payment method on the guest's staycard to mess up and result in loss of payment pre-auth. There should be some kind of alert or approval message if the payment method is being changed after a guest has checked in. There is no alert telling you "If you do this, you will lose all access to the pre-authorization associated with this credit card." It has happened a few times, just due to lack of not knowing what would happen if the payment method was switched. EX: Guest expressed they wanted to pay cash at checkout, so the payment method was changed to cash and that automatically released the pre-auth. Well, what happens if now upon housekeeping inspection, the guest trashed the room and I need the incidentals pre-auth to cover damages. I have now lost access to that incidentals pre-auth. Until the room is officially checked out, we should not lose access to a pre-authorization or we should be alerted that if we do the next step, that it will cause the pre-authorization to be released.
It is all too easy for the payment method on the guest's staycard to mess up and result in loss of payment pre-auth. There should be some kind of alert or approval message if the payment method is being changed after a guest has checked in. There is no alert telling you "If you do this, you will lose all access to the pre-authorization associated with this credit card." It has happened a few times, just due to lack of not knowing what would happen if the payment method was switched. EX: Guest expressed they wanted to pay cash at checkout, so the payment method was changed to cash and that automatically released the pre-auth. Well, what happens if now upon housekeeping inspection, the guest trashed the room and I need the incidentals pre-auth to cover damages. I have now lost access to that incidentals pre-auth. Until the room is officially checked out, we should not lose access to a pre-authorization or we should be alerted that if we do the next step, that it will cause the pre-authorization to be released.