How to Complete a Check-Out

Quick Check

Standard checkout needs the Room Number and guest's Last Name. Public ACI checkout uses a departure list instead. Most check-outs take under a minute.

This guide helps you complete a guest check-out from the kiosk or front desk screen. When your PMS supports group checkout and you enable it, you can finish linked rooms together. Opera currently reports Group Checkout support. Other PMS providers hide the group checkout flow. When you finish a manual check-out, AVA sends the standard checkout alerts you enabled. Checkout blocking follows the journey used for lookup. Guest-led checkout uses Self Check-In rules. Staff-assisted checkout uses Assisted Check-In rules.

OPERA business date

For OPERA hotels, AVA checks checkout eligibility against OPERA's current PMS business date. After midnight, a calendar-date departure may stay unavailable until Night Audit advances that date.

Mews departure date

For Mews hotels, AVA matches departures to your hotel's local date. This includes departures near midnight and daylight-saving time changes. Keep the hotel timezone current in Settings → Essentials → Hotel Basic Details.

ACI checkout shows staff-device readiness for both one-device and two-device flows. Staff lookup and checkout controls appear after the current browser is verified. AVA then loads a fresh departure list for that verified browser. Demo mode remains available without device verification.

Go to: Welcome → Check Out

Payment on checkout

If your kiosk has a mapped Stripe terminal, Pay opens the terminal payment flow. When terminal mode is off, AVA keeps the gateway or QR payment flow. AVA starts payment status polling as soon as the terminal accepts the payment. When the payment is confirmed, AVA reloads the bill and finishes checkout automatically. If the guest changes cards, AVA cancels the earlier reusable pre-auth after the new payment succeeds. Some properties use a simplified billing summary view. You see visible waived accommodation rows and an Extras separator. Extra items group by code. The Room Charges, Tax, and total remain visible. In detailed billing views, hidden accommodation rows are suppressed. Deposits and Payments show as negative amounts. Hide policies leave the PMS summary balance unchanged. When the PMS evaluates payable billing, AVA uses that payable amount for checkout. The evaluated amount controls the displayed balance and payment request. Billing policies can change displayed rows and the reservation billing result. Matched hide policies mask accommodation and associated tax rows. For Opera, matched waive policies reduce room-package charges and identified room-package components. Pre-arrival projected Opera room charges and their rate-info tax are waived together. Separately posted Opera extras and their taxes can remain payable. For Mews v2, a matching waive policy can clear the full invoice's charge rows. Verified Mews rate-included products, such as bundled breakfast, can follow a matching waiver. Mews rate-group rules apply only to products included by the booked rate group. Products assigned to another rate group remain payable. Relative-priced charges attached to verified included products can follow that waiver. If AVA cannot prove the classification, it withholds the unverified amount for staff review. An explicit Opera zero balance remains authoritative over visible room, tax, or service charge lines. This remains true when a routed or settled counterpart is not visible in the guest folio. AVA trusts that zero only when the amount and currency match the normalized Opera bill. A mismatch remains unconfirmed. Opera payment reversals keep their negative sign, so a payment and equal reversal net to zero before checkout payment is requested. Invoice-backed PMS folios can show rate adjustments as a separate billing section. Review this section when staff changed the reservation rate manually. An older rate-preservation adjustment may still offset the previous room rate. Compare unexpected balances with the PMS before collecting payment. An unmatched policy uses the billing response returned by the PMS. If checkout payment collection is enabled, a positive payable balance can require Pay. If billing is not evaluated for another reason, AVA falls back to the PMS summary or stored balance. For AVA and Opera, supported checkout rounding can accept a small balance within your configured threshold. AVA needs no vendor code. Opera uses the selected hotel code in Transaction Code (Rounding). Before posting, AVA verifies the current positive Window 1 balance and currency. It skips the adjustment when the balance is cleared, negative, missing, mismatched, or above the threshold. After posting, AVA verifies the balance again. When a guest has a reusable check-in hold, AVA can show Capture balance even when the hold is slightly below the live folio balance. With supported checkout rounding, AVA captures the hold and clears the remaining cents through the rounding adjustment. When the hold is shorter by more than the threshold, AVA captures it and requests only the remaining balance.

Cloudbeds multi-room billing

For Cloudbeds multi-room stays, AVA loads the correct folio for each room before checkout. Select the room you want to process before entering the guest's last name. AVA checks out that addressed room, including the first room in the booking. Room 2+ can finish payment and checkout with its own sub-reservation. AVA uses the selected room's verified Cloudbeds record.

Furama multi-room checkout

Furama keeps each room in a multi-room stay as a separate room entry. Select the room number and enter the main guest's last name for that room. AVA uses that room's Furama order for checkout payment. Process each Furama room separately during checkout.

Linked-room checkout

When one booking contains multiple rooms, AVA keeps each room's guests and PMS reservation separate. Select the exact room before you start checkout or payment. This prevents a payment or checkout from being posted to a sibling room. Process each room separately unless Group Checkout is available and selected.

---

Quick Reference

Step	What it does	Where it appears
Open Check Out	Starts the check-out flow	Welcome → Check Out
Check out from a room card	Starts checkout for a checked-in room due today	Room List → Room Access
Choose Flow	Switches between single and group checkout	Single Checkout or Group Checkout tab
Select Room	Finds the room in the PMS list	Room Number dropdown
Select Departure (ACI)	Finds a departure by room, guest, or reservation ID	Room Number search field
Enter Last Name	Matches the reservation	Last Name field
Return Key	Reveals the existing smart-lock PIN when enabled	Return your key panel
Pay	Starts the payment flow when AVA asks for payment	Pay button
Confirm	Finalizes the check-out after payment or when no payment is due	Check Out button
Complete	Shows success and returns to start	Check-Out Completed screen

Understand Checkout Blocking

Hotels can apply different checkout rules to guest-led and staff-assisted journeys.

Journey	Mode used	Example controls
Guest lookup or kiosk checkout	Self Check-In	Codes, routing, travel-agent, long-stay, and balance
Staff lookup or assisted checkout	Assisted Check-In	Codes, routing, travel-agent, long-stay, and balance

The code checkbox must be enabled before a mode's code list can block checkout. An unset mode balance setting uses the existing hotel-wide balance rule.

Hotels without a saved mode policy keep the legacy flat checkout code list. That list applies to both checkout journeys until an admin saves the new policy.

Ask an admin to review Settings → Check-In → Check-In Policy → Checkout blocking by mode.

Review a blocked checkout lookup

When billing blocks checkout, AVA keeps the guest response unchanged. It also records the evaluated result against the reservation in Command Center.

1. Open Command Center and find the reservation.
2. Select View Details.
3. Open Detailed Event Log.
4. Find the failed FETCH_CHECKOUT event.
5. Select Show Details and review the block reason and balance.
6. Resolve the balance or billing verification issue in the PMS.
7. Start checkout again.

✓ A successful retry adds a successful checkout lookup event after billing passes. The latest event shows the current result when you review repeated attempts.

The failed event can include the error code, balance, billing availability, payment-collection setting, and checkout mode. Use the checkout mode to confirm whether the guest or staff policy blocked the lookup.

---

Use the Public ACI Link for Checkout

ACI checkout

Use the public ACI link with mode=aci for staff-assisted checkout. The link loads a departure list, so you select a reservation instead of typing a last name. Staff-device verification is required before the departure list and checkout controls appear.

Public-link access

Treat the ACI link as an operational access link. Share it only with staff who should process departures.

1. Open the ACI link your hotel admin provided.

2. Select Check Out.

3. Click the Room Number search field.

4. Type a room number, guest name, or reservation ID.

5. Select the matching departure row.

   ✓ The selected room and reservation appear below the search field.

6. Select Check Out and complete payment when AVA asks.

If the reservation has multiple rooms, select the room you want to process. After one room completes, AVA removes it from the departure list. Other eligible rooms remain available.

ACI group checkout

Select Group Checkout when your hotel enables it for Assisted Check-In. AVA then shows eligible linked rooms for the selected reservation. AVA shows this option only when your PMS reports support. Opera currently reports support. Other PMS providers hide this option.

---

Step-by-Step Check-Out

Check out from a checked-in room card

Use this shortcut when the guest is already viewing the checked-in Room List. It is available in CCI mode on the hotel's local departure date.

1. Open the checked-in room's Room Access section.

2. Select Check out.

3. Confirm the checkout request.

   ✓ AVA opens checkout and finds the reservation using that room and guest name.

4. Continue with payment, key return, and completion.

The shortcut uses the selected room's own departure date. In a multi-room booking, each room can show its own Check out button. AVA uses the booking's main guest when kiosk-added guests have no matching last name. The button appears only on the departure date, not earlier or later. ACI mode uses the staff departure list instead.

1. Open the Check Out screen

1. On the Welcome screen, select Check Out.

   ✓ The Check Out form appears.

2. Choose your checkout flow

1. Select Single Checkout for one reservation.

2. Select Group Checkout for linked rooms.

   ✓ AVA shows the matching checkout fields for the flow you chose.

If you do not see Group Checkout

1. Go to Settings → Check-In → Check-In Policy.
2. Turn on Group Check-Out Availability.
3. Select Self Check-In mode or Assisted Check-In mode.
4. Save your changes.
5. Reload the checkout screen.

If the setting is missing, your PMS has not reported group checkout support. Opera currently reports support. Other PMS providers do not show the setting. See Group checkout option is missing.

3. Select the room number

1. Open the Room Number dropdown.
2. Select the guest's room.

Leading-zero room lookup

If your PMS stores 0301, you can still enter 301 during checkout lookup. AVA checks the exact room first, then one leading-zero match for numeric input.

If the room list is empty

Type the room number manually. The list comes from the PMS and may take a few seconds to load.

If you are using Group Checkout

1. Select the linked rooms you want to check out.

2. Use Select All if every room in the group should leave together.

3. Continue with the same Last Name and Check Out steps.

   ✓ AVA shows the rooms you selected in the checkout result.

4. Enter the last name

1. Enter the guest's Last Name exactly as it appears on the reservation.

   ✓ The Check Out button becomes active.

5. Complete the check-out

1. If Return your key appears, select Show PIN.

2. Open the smart container and return the physical key.

3. Close the container securely.

4. Select I returned the key — continue checkout.

5. Select Pay if AVA shows it.

6. Complete the payment on the mapped Stripe terminal or gateway flow.

7. If no payment is due, select Check Out.

   ✓ You see the Check-Out Completed screen.

Choose payment in ACI checkout

In staff-assisted checkout, use the Checkout payment panel before selecting Check Out. You can capture an existing check-in hold or start a new Sale. Deposit holds are eligible for capture.

1. Choose Capture balance when AVA shows an existing hold.

2. Choose Sale when you need a new charge.

3. Choose Amount due, bill lines, or a typed amount.

4. Select Add item for a catalogue or Other charge.

5. Review the live folio balance.

6. Complete payment and wait for the folio refresh.

   ✓ AVA enables checkout after the balance is settled.

The Add item control is available during checkout only. AVA posts the item to the PMS folio before charging it. An unused hold is released when the gateway supports cancellation.

When the key-return panel appears

Your hotel must enable the key-return setting. The stay must also have an existing SmartLock PIN. AVA masks the PIN until the guest selects Show PIN. AVA does not generate a new PIN during checkout. Staff-assisted ACI lookup does not reveal the guest PIN.

6. Finish and return to the start

The confirmation screen shows a countdown and returns to the Welcome screen automatically. You can also select Complete Check-Out to finish immediately. If you configured Check-Out Completion Modal, AVA shows your saved messages here.

If a group checkout includes more than one room, the results screen shows each room outcome. You can use it to confirm which rooms completed successfully.

Fresh group checkout checks

For verified ACI staff desks, AVA checks each room's current PMS balance before checkout. A room with a payable balance stays unchecked out. AVA also refuses the whole group lookup if a linked room changed while the lookup was saving. Look up the group again before retrying.

---

What Happens After Check-Out

• The reservation is marked as checked out in the PMS.
• The room can move to housekeeping or turnover status.
• Room access is disabled based on your lock system.
• AVA shows any configured Check-Out Completion Modal before returning to Welcome.
• AVA sends any enabled Check-out notifications.

Room labels in notifications

When AVA has a display room label, notifications use it instead of the raw PMS room ID. If no label is available, AVA uses the room ID as a fallback.

Notification delivery

If a notification channel is unavailable, the check-out still completes. If the same checkout is retried, AVA does not send duplicate checkout alerts.

---

Troubleshooting

Staff-device verification is required for checkout

What you see: The departure list or checkout controls are unavailable. ACI shows Staff verification recommended.

Why this happens: The exact browser's STAFF credential is missing, stale, revoked, or belongs to another device or hotel.

Fix:

1. Confirm you are using the intended staff browser or kiosk device.
2. Open Settings → Kiosk and select the matching kiosk row.
3. Select Re-verify staff device.
4. Complete the latest one-time verification link on the same physical device.
5. Return to ACI and wait for the fresh departure list to load.

AVA may recover a stale credential automatically when the exact verified browser still has its reset authorization. If readiness is lost later, AVA clears stale departure selections and checkout controls.

Reservation not found

What you see: A message like "Unable to process your check-out".

Fix:

1. Confirm the Room Number is correct.
2. Enter the main guest's Last Name.
3. If your PMS uses padded room numbers, try the unpadded number too.
4. If the guest is not checked in yet, complete check-in first.
5. If it still fails, complete check-out in the PMS or at the front desk.

Furama room lookup

For Furama, the room number and last name now identify the correct room in a multi-room stay. Repeat the lookup for each room you need to check out.

Cloudbeds checks out a different room

What you see: A Cloudbeds multi-room checkout targets a sibling room instead of the selected room.

Why this happens: The selected room may not have been identified before checkout started.

Fix:

1. Stop the checkout if payment has not been submitted.
2. Return to the checkout lookup.
3. Select the exact Room Number you want to process.
4. Enter the main guest's Last Name.
5. Confirm the room shown in the result before selecting Pay or Check Out.
6. Check the other rooms separately when the booking contains multiple rooms.

✓ AVA uses the selected room's Cloudbeds room record for checkout.

Contact support if AVA still targets another room after you confirm the room selection.

Checkout is blocked for one journey

What you see: Guest checkout or staff checkout is blocked, but the other journey works.

Why this happens: Each journey can have different checkout rules.

Fix:

1. Open Settings → Check-In → Check-In Policy.

2. Find Checkout blocking by mode.

3. Open the row matching the affected journey.

4. Review its balance, routing, travel-agent, long-stay, and code settings.

5. If using codes, confirm the code checkbox and code list are correct.

6. Save the policy and start a new checkout lookup.

   ✓ The affected journey uses the updated rules after a new lookup.

Legacy policy

If no mode policy is saved, both journeys use the legacy flat checkout code list. An unset balance value continues using the existing hotel-wide rule.

Room list will not load

What you see: "No rooms found" in the dropdown.

Fix:

1. Wait a few seconds and try again.
2. Type the room number manually.
3. If the room is still not found, use the PMS to check out.

ACI departure list is empty

What you see: The ACI search shows "No checkout reservations found".

Fix:

1. Confirm you opened the ACI link, not the self-service link.
2. Type the room number, guest name, or reservation ID.
3. Select Refresh checkout reservations.
4. Confirm the reservation is due out and still checked in within the PMS.
5. Use the PMS or front desk if the reservation remains missing.

Check out is missing from the room card

What you see: The checked-in room does not show Check out under Room Access.

Why this happens: The shortcut appears only in CCI mode on the room's departure date.

Fix:

1. Confirm the kiosk is running in CCI mode.
2. Check the room's departure date in the PMS.
3. Confirm the hotel's timezone in Settings → Essentials → Hotel Basic Details.
4. Use Welcome → Check Out if the room is due out today.
5. Use the ACI departure list when staff-assisted checkout is required.

If the date is correct and the button remains missing, refresh the Room List.

The selected departure changed

What you see: AVA says, "This departure changed after the list was loaded. Refresh the departure list and select it again."

Why this happens: Another staff member or the PMS changed the room, departure date, or checkout eligibility after you loaded the list.

Fix:

1. Select Refresh checkout reservations.
2. Wait for the departure list to reload.
3. Search for the room, guest, or reservation again.
4. Select the current departure row.
5. Confirm the room and departure details before continuing checkout.

✓ AVA keeps the newer reservation record and prevents checkout against the old departure.

If the message returns, confirm the reservation in the PMS before trying again.

A Mews departure is missing near midnight

What you see: A Mews guest due out today is missing from the ACI departure list.

Why this happens: The hotel timezone may not match the property's Mews timezone. The departure may fall on the previous or next UTC date.

Fix:

1. Open Settings → Essentials → Hotel Basic Details.
2. Confirm the hotel's Timezone matches the property location.
3. Check the reservation's departure date and time in Mews.
4. Return to checkout and select Refresh checkout reservations.
5. Use Mews or the front desk if the reservation remains missing.

Daylight-saving changes

AVA applies the hotel's timezone to each date boundary. Departure searches remain accurate on 23-hour and 25-hour local days.

An OPERA departure is missing after midnight

What you see: A guest due out today is missing from AVA checkout after midnight.

Why this happens: OPERA's calendar date can advance before its PMS business date. AVA waits for the PMS business date before offering the departure.

Fix:

1. Open the reservation in OPERA.
2. Check the departure date and checkout status.
3. Check OPERA's current PMS business date.
4. Complete Night Audit or follow your hotel's process to advance the business date.
5. Return to AVA and select Refresh checkout reservations.
6. If your hotel permits exceptions, use OPERA or your front-desk process before the date advances.

Expected overnight behavior

AVA does not offer the departure early. This prevents checkout against the wrong OPERA business date.

ACI group checkout is unavailable

What you see: The ACI checkout screen shows only Single Checkout.

Fix:

1. Go to Settings → Check-In → Check-In Policy.
2. Turn on Group Check-Out Availability.
3. Select Assisted Check-In mode.
4. Confirm your PMS connection is active.
5. Reopen the ACI link.

PMS support

AVA shows ACI group checkout only when your PMS reports support. The setting must also be enabled for Assisted Check-In mode. AVA hides the option when support is unavailable or unconfirmed. Opera currently reports support. Other PMS providers do not show the option. Contact support if the option stays unavailable after your PMS connection recovers.

Guest already checked out

What you see: AVA says "The reservation is already checked out." This can appear after a repeated checkout attempt.

Why this happens: The original checkout already succeeded. The repeat attempt is safe to stop. AVA checks the full same-day checked-out result set before showing this message. Busy rooms with many same-day departures should not hide the completed checkout. The lookup stops before AVA starts another checkout step. Command Center keeps the original checkout as Completed instead of changing it to Stalled.

Fix:

1. Confirm the room number and last name.

2. Do not select Check Out again.

3. If the reservation still appears in Operations View, click Refresh.

4. Continue with the next departure.

   ✓ AVA does not send a Check-out Failed email for this result.

Cloudbeds repeat checkout

Cloudbeds reservations now show this clear message from the checkout flow and Operations View. Mews keeps its existing success behavior for an already-completed checkout.

OPERA repeat checkout after midnight

AVA uses OPERA's current PMS business date for repeated checkout attempts. After a successful checkout before Night Audit, AVA shows the already-checked-out message.

OPERA status refresh after checkout

OPERA can briefly return a stale Due Out status after checkout. AVA now keeps the reservation visible and marks it Checked Out when OPERA confirms completion. This prevents a second checkout attempt and helps Command Center show the completed result. If an older event still shows Stalled, refresh Command Center and verify the reservation in OPERA. Contact support if both systems disagree after the refresh.

Payment opens the wrong flow

What you see: Pay opens a gateway or QR payment instead of the terminal flow.

Fix:

1. Confirm the kiosk is running in terminal mode.
2. Check that a Stripe terminal is mapped to the kiosk.
3. Reload the check-out screen.
4. Try Pay again.

Checkout does not finish after terminal payment

What you see: The terminal payment succeeds, but the checkout screen stays open.

Fix:

1. Wait a few seconds for AVA to confirm the payment.
2. Refresh the check-out screen.
3. Check the terminal receipt before trying the payment again.
4. If the receipt shows success, AVA should return to the paid state on retry.
5. Contact support if the success screen still does not appear.

ACI checkout waits for the payment posting

What you see: The payment succeeds, but ACI briefly shows the payment as processing.

Why this happens: The gateway can confirm payment before Opera posts it to the guest folio.

Fix:

1. Wait for AVA to finish checking the folio posting.
2. Do not start another payment while the first payment is processing.
3. Let AVA reload the bill after the posting outcome arrives.
4. Continue checkout when the live balance reaches zero.

If AVA still shows the bill after its wait, review the payment and folio in Opera. AVA does not show a payment-failed message only because the folio posting is delayed.

ACI shows no payment due after a sale

What you see: ACI briefly shows Nothing is due, but checkout is not available.

Why this happens: AVA received the payment result before the PMS balance refreshed.

Fix:

1. Wait for AVA to reload the live bill.
2. Do not refresh by starting another payment.
3. Select Check Out after AVA confirms the settled balance.
4. If the balance remains open, compare the folio with Opera.

✓ AVA keeps checkout protected until the PMS confirms the payment.

Opera checkout capture is still processing

What you see: Opera checkout takes longer than usual while AVA checks the live folio.

Why this happens: Opera may need extra time to return current folio details.

Fix:

1. Wait up to 90 seconds for AVA to finish before retrying.
2. Check the Opera folio or payment receipt before starting another payment.
3. Refresh the checkout screen once if AVA still shows an error.
4. Confirm the payment status in Opera.
5. Use the PMS or front desk if checkout remains incomplete.

AVA retries a timed-out lookup or bill read once. AVA never retries the final checkout action automatically. Check Opera before starting another payment or checkout attempt.

Existing balance is still processing

What you see: AVA says the existing balance is still being processed.

Fix:

1. Wait for the capture to post to the live folio.
2. Select Capture balance again when AVA allows it.
3. Wait for the balance to refresh before selecting Pay.
4. Contact the front desk if the capture does not finish.

AVA refuses a new checkout payment while the existing hold capture is pending or confirmed but not posted.

Existing check-in hold is not offered

What you see: The guest has a check-in hold, but checkout does not show Capture balance.

Fix:

1. Refresh the checkout billing view.
2. Confirm the live folio balance in the PMS.
3. Check that checkout rounding is enabled when the difference is within the threshold.
4. Use Sale or Different card for the current balance.
5. Contact support if the hold should be reusable but remains unavailable.

If the gateway reports a failed capture, AVA does not offer that hold again.

Opera checkout is blocked by an outstanding folio window

What you see: Checkout stops with an outstanding-balance message. The guest bill may show a zero balance. Guests are told to settle the bill with the front desk. Staff see the failed Checkout stage with the reason in Command Center.

Why this happens: Opera requires every folio window to be settled. This includes company or travel-agent windows that the guest bill omits. AVA checks these windows before generating folios or submitting checkout.

Fix:

1. Open the reservation in Opera.
2. Review every folio window, including windows billed to a company or travel agent.
3. Settle the balance or move it to City Ledger using your hotel's Opera process.
4. Confirm every folio window shows a zero balance.
5. Refresh the reservation in AVA.
6. Start checkout again.

✓ AVA allows checkout after Opera confirms that all folio windows are settled.

The failed checkout remains in the reservation event log. Use it to confirm which window blocked checkout before asking the guest to try again.

OPERA rejects an empty folio window

What you see: Checkout shows "Generate the folio before checkout."

Why this happens: OPERA can reject generation for an empty Window 1. Routed windows can still contain charges that need folios before checkout.

Fix:

1. Wait for AVA to finish preparing the reservation.

2. Check OPERA for the routed windows and their balances.

3. Settle any remaining balance before retrying checkout.

4. Refresh AVA and start checkout again if it does not continue.

   ✓ AVA continues preparing the remaining routed windows after an empty-window rejection.

Genuine folio errors stop checkout

AVA stops a new checkout when OPERA reports a different folio-generation error. Check OPERA and contact support with the full message if the error returns.

Day-use open folios

Hotels that enable the day-use open-folio checkout option can complete that supported flow with a balance. This exception does not apply to standard checkout.

Opera refuses a payment for the selected room

What you see: Checkout stops after payment because Opera says the reservation belongs to another confirmation.

Why this happens: A linked Opera booking can contain separate reservations for each room. AVA protects each room's payment from posting to a different reservation.

Fix:

1. Do not submit the payment again immediately.

2. Check the selected room and confirmation number in AVA.

3. Open the matching reservation in Opera.

4. Confirm the room and confirmation belong to the same reservation.

5. Refresh the reservation in AVA and restart checkout.

6. Check Opera's folio before retrying any payment.

   ✓ A valid payment posts only to the selected room's reservation.

If Opera already shows a payment, stop and ask your front desk manager to reconcile it. Include the room, confirmation number, amount, and payment time when contacting support.

Accommodation is waived, but payment remains

What you see: The accommodation charge is waived, but AVA still shows a positive balance.

Why this happens: Opera can leave separately posted extras or their taxes payable after a room-package waiver. For pre-arrival projections, the room charge and rate-info tax are waived together. Mews v2 uses a full-invoice waiver when its waive policy matches. Checkout uses the evaluated payable amount when the PMS returns one. Uncovered Mews products can remain payable after a room-package waiver. If AVA cannot prove the product classification, it withholds the unverified amount for staff review.

Fix:

1. Review Extras and other folio rows.
2. Confirm Balance Due in the PMS.
3. Select Pay if the balance is correct.
4. If Opera reports zero, refresh AVA and confirm the balance is zero.

Compare the amount with the PMS before collecting payment.

No payment is due

What you see: AVA shows a zero Balance Due, but billing rows remain visible.

Why this happens: Projected rows can remain visible while the PMS finishes syncing. Opera preserves an explicit zero balance.

Fix:

1. Confirm Balance Due is zero in the PMS.
2. Refresh the reservation in AVA.
3. Compare the displayed rows with the PMS folio.
4. Contact support if AVA still shows a positive amount after the refresh.

Rate adjustment does not match the current rate

What you see: The folio shows an adjustment, but the balance does not match the current room rate.

Why this happens: Staff may have re-rated the reservation after AVA preserved an earlier rate.

Fix:

1. Open the reservation in your PMS.

2. Compare the current room rate with the Adjustments section.

3. Remove the obsolete adjustment when it no longer offsets a room charge.

4. Wait for the PMS to update, then refresh the checkout screen.

5. Do not collect payment until the totals agree.

   ✓ AVA should show billing rows that explain the checkout balance.

Small balance still blocks checkout

What you see: A small balance remains, and checkout does not complete.

Fix:

1. Confirm your active PMS supports checkout rounding.
2. Open Settings → Check-In → Check-In Policy.
3. Turn on Check-in outstanding-balance blocking or Checkout balance settlement.
4. Open Settings → Payment and confirm Enable Rounding Adjustment is on.
5. If you use Opera, confirm your hotel's active code in Transaction Code (Rounding) is saved. Do not assume 1006 is a universal rounding code.
6. Refresh the reservation and try checkout again.

Cloudbeds, Mews, eZee, and Furama do not currently support this adjustment. Use the PMS or front desk to settle the remaining balance.

Mews billing needs review

What you see: A bundled Mews product needs review, or a paid group stay shows a balance.

Why this happens: AVA could not prove the product's classification, or Mews has not finished syncing a shared bill.

Fix:

1. Review the Mews rate, included products, and complete invoice.
2. Confirm the reservation matches the configured accommodation policy.
3. Refresh the reservation after Mews finishes syncing.
4. Do not collect an unverified amount.
5. Ask front-desk staff to review the complete Mews invoice.
6. Use the PMS or front desk if the amounts still differ.

Mews shows a settled receipt as unpaid

What you see: Mews shows a charge, but the receipt is closed and fully settled.

Why this happens: A reservation can include charges while another reservation's rebate settles the receipt.

Fix:

1. Open the reservation's complete bill in Mews.
2. Confirm the bill status is Closed and the type is Receipt.
3. Refresh the reservation in AVA after Mews finishes syncing.
4. Confirm Balance Due is zero before collecting payment.

AVA treats a closed Mews Receipt as fully paid. A closed Mews Invoice can still have an unpaid balance. AVA keeps another reservation's rebate outside this reservation's invoice.

If the bill is missing or Mews cannot be read, AVA keeps the computed balance. Ask front-desk staff to review the complete Mews bill before collecting payment.

Group checkout rooms do not appear

What you see: Some linked rooms are missing from Group Checkout.

Fix:

1. Confirm the rooms are linked in your PMS.
2. Check that the rooms are ready to check out.
3. Make sure the reservation has not already been completed.
4. If a balance is still open, settle it first.

Group checkout says the reservation changed

What you see: AVA shows "Reservation changed while it was being saved. Try again."

Why this happens: Another desk or the PMS changed a linked room during the group lookup. AVA refuses the entire lookup to prevent stale reservation details from being used. No room is checked out from that refused lookup.

Fix:

1. Dismiss the message.
2. Search for the group again from the ACI checkout screen.
3. Review the current rooms and balances.
4. Select the rooms you still need to check out.
5. Try Group Checkout again.

If the message returns, coordinate with the other desk and confirm the group in the PMS.

A group checkout skips a room

What you see: A room shows "Reservation has payable balance" or "Unable to verify billing before checkout."

Why this happens: AVA rechecks the room's live PMS balance before checkout. It skips the room when payment is due or billing cannot be verified safely.

Fix:

1. Review the room's current bill in the PMS.
2. Settle any payable balance using your hotel's process.
3. Search for the group again in ACI.
4. Select the room and retry checkout.

If a sharer shows "This sharer changed during the group check-out and was not checked out. Check it out on its own," use single checkout for that sharer.

The key-return panel does not appear

What you see: Checkout continues without showing Return your key.

Fix:

1. Ask an admin to open Settings → Check-In → Check-In Policy.
2. Turn on Show smart-lock PIN during guest checkout.
3. Confirm the stay has an existing SmartLock PIN.
4. Start the checkout lookup again.

---

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ The room does not appear and manual entry fails
• ❌ The guest cannot be checked out after multiple attempts
• ❌ Checkout remains unavailable after the PMS and reservation checks complete
• ❌ The PMS reports an error that blocks checkout

Helpful to include:

• Room number
• Guest last name
• Time the issue started

Related Guides

• Check-In
• Set Up Assisted Check-In
• Guest Profiles