When the system refuses

The folio carries an outstanding balance

Money is owed at check-out. The settle window is where it is collected, discounted, waived or left on account.

The guest is leaving and the bill is not zero. Since September 2026 check-out does not simply refuse: it opens the settle window.

In order of preference:

Collect it — the amount, the method, the reference.
Discount part of it, with a reason and who approved it; the GST comes down with it.
Waive a small remainder, with why, up to the hotel's limit.
Leave it owing (city ledger) where the stay is billed to a company with an account.

The three amounts must add up to what is owed before Settle and check out will go. A stay with more than one bill owing is settled bill by bill in the Folio.

See Settling the bill at check-out.

More in When the system refuses

It refused. Start here.How to read a refusal, and the three kinds this system gives. That room is already occupied for those datesSomebody else is in it for at least one night of the range. There is no override. This guest is already booked here for these datesA live booking for the same name or phone overlaps these nights. Find it — it is usually the channel booking you could not see. An administrator may book anyway. The room is vacant-dirtyHousekeeping has not released it. A manager may override, and housekeeping is told. Cannot amend: minimum stay, maximum stay, closed, stop sellThe dates you asked for hit a restriction on the rate plan. A manager may override. Cannot move, and the administrator overrideRoom moves refuse for four reasons. Two can be overridden and two cannot. That room is blocked for those nightsSomebody blocked the room from the chart. The refusal says the dates, the purpose and who. Open the block or pick another room. The rate comes from somewhere you cannot type overA contract or a channel set this price. That is the system protecting an agreement. A reason is requiredCancellations, voids, comps, overrides and moves all need one, and it comes from a list. Day end will not close the dayEither the day has not happened yet, or a shift is still open. That module is not part of this subscriptionThe hotel group does not hold that module. Only Asar can switch one on. That link is not liveOne sentence for three cases: unknown, already used, and lapsed. Wrong hotel code, username or passwordOne sentence for all three, and the one people actually get wrong is the hotel code. The guest owes more than the desk may waive"The guest owes ₹1,240, which is more than the ₹500 this hotel lets the desk waive at check-out." Collect it, discount it, or a manager waives it. The Aadhaar or PAN is not validA format check at the desk, not a lookup against any government service. It needs a company or an agent firstA booking billed to somebody else needs that somebody on file. The dish, category or outlet will not saveEvery one of these is a field the form needs and does not have. The night audit has not been run, so the hotel is still on that date"… would be checked in on a day that is already over. Close the day first." Close the day, then check in. Late check-out charge due — post it or waive it, then check out"Late check-out charge due: left at 14:30, 3½ hours after check-out time 11:00 (50 per cent of 4,200). Post the charge to the folio, or have a manager waive it, then check out." A discount of 15 per cent needs a manager"A discount of 15 per cent needs a manager; this hotel lets the desk give 10 per cent without one." Pick a manager under Approved by, or stay within the limit. The close checklist is not finished"The close checklist is not finished — every day audited (pending)." A month locks only when its mandatory tasks are done; it reopens only with an approved request once the account has the rule. The person who asked for this cannot sign it"The person who asked for this cannot sign it." · "You have already signed this." · "This needs a manager or higher to sign." An approval needs a different person, once, of the right role.