STL Cookbook

FAQ

Common operations questions, organized by topic.

Hotel reservations

Why can't a subsequent linked reservation be checked in directly?

A subsequent linked reservation can only be checked in after the prior reservation has been checked out. The check-in dialog shows the Linked reservation condition. See Check in.

Can guests check in if room setup is not complete?

Yes. In the check-in dialog, click Still Check In; room setup tasks remain and can be completed later. See Check in and Add add-ons.

Why can't I perform a paid upgrade?

Common reasons: room already reserved, linked reservations exist, or banner conditions are not met (already upgraded, recommended room type has no availability, etc.). See Paid upgrade.

When can Quick Post be used?

Either condition is sufficient: the rate plan has Quick Post enabled; or the reservation is linked to a company with Auto Invoicing enabled and Billing Party set to Company. See Check out and Create hotel reservation.

Payment Link is for online credit card collection via email (often used for overseas guarantees or in-stay top-ups). POS Payment is for on-site collection via a connected POS terminal at overseas properties; hotel and long-stay reservations share the same entry. See Card payments and POS payment.

Why can't I find New Transaction or POS Payment in Folio?

The reservation may be archived. After archiving, Unarchive first, then proceed. See Hotel transactions and pre-authorization.

Long-stay reservations

Why is the target room grayed out and cannot be selected?

For the remaining stay dates of the current reservation, the room has one of the following:

  • Reserved by another reservation (reserved indicator shown)
  • In unsellable status (OOO indicator shown)

Does the original room need cleaning after a room change?

Yes. The system automatically creates a check-out cleaning task for the original room.

Does DND status remain on the original room after a room change?

No. After a successful room change, the system clears DND on the original room. To set DND on the new room, the guest must do so again.

What if room change fails due to room status or occupancy?

The target room's status changed while you were working (another reservation may have taken it, or it was marked unsellable). Close the dialog, re-enter the room change flow, and select another available room.

Why is the Create Contract button grayed out?

Possible reasons:

  1. No occupants added.
  2. When creating a renewal contract, the prior contract status is invalid.

After clicking Create Contract, why does it say the user has no identity information?

An occupant has no ID document on file. Complete ID information for all occupants — via the mini program or manually in Console.

After clicking Create Contract, why does the system report the stay period is too long?

The total stay exceeds the 14-month limit (first contract). Adjust check-in or check-out dates so the period is within 14 months.

After clicking Create Contract, a popup says the user has not authorized personal information transfer — does this affect contract creation?

The occupant has not authorized personal information transfer, so a digital contract cannot be created. You can still create a manual contract only. For a digital contract, ask the occupant to log in to the mini program (My → Personal information management) and complete authorization.

When creating a contract, why is the Digital Contract option grayed out?

Possible reasons:

  1. The occupant has not completed personal information transfer authorization (same resolution as above).
  2. Party B is set to Company: when the signing party is a company, only manual contracts are supported.

Can checkout be extended after early termination?

If you need to extend checkout again after early termination, you can only do so within the final billing cycle — not across cycles.

Example: early termination moved the end date to July 1; the final billing cycle is June 8–July 8. To extend, the contract end date can only be July 2–July 8; July 9 and later are not available.

Group reservations

Does adjusting allotment affect existing group reservations?

No.

How do I view allotment adjustment history?

On the group detail Actualized / Block tab, click Block Ledger. All adjustments are listed with time, operator, and values.

What is room block used for?

  1. Lock inventory: when a group is created, inventory is locked by block quantity; other individual and group reservations cannot use it.
  2. Control room count: ensures enough rooms for the group.

Why can't I select the target rate plan?

Confirm the rate plan is valid for the group stay dates:

  1. Active (enabled, validity covers the stay range).
  2. No blackout dates.
  3. Sellable.

Why does submission fail with an error?

Possible causes:

  1. Rate plan no longer applies: someone changed the rate plan (validity, room types, sellability) during creation.
  2. Insufficient inventory: other bookings consumed inventory during creation.

Can I create a group without creating reservations immediately?

Yes. Inventory is locked when the group is created; create reservations later as needed.

Do I need to enter the rooming list all at once?

No. You can enter in batches.

Can rooming list entries exceed allotted room nights?

Yes. Orders beyond the block count are allowed but consume individual inventory.

  • Example 1: 10 rooms blocked, need 2 more — add 2 rows in Add Rooming List (if individual inventory allows).
  • Example 2: no block for an extra night — change check-out date (the extra night uses individual inventory).

Can group reservations have their rate plan changed?

Yes. Before the first night audit, you can change the rate plan on an individual group reservation.

Do group reservations support rate changes and paid upgrades?

Yes. Individual group reservations can be repriced or paid-upgraded.

Do group reservations support linked reservations?

Yes — same mechanism as individual reservations (group–group and group–individual).

Dayuse reservations

How do I view Dayuse reservations for this property?

  1. Under Rooms → All Reservation, filter by Dayuse in search.
  2. Under Rooms → All Reservation, use the Dayuse quick filter.

Can Dayuse rooms still be booked late in the day?

At 16:00 each day the system zeros Dayuse sellable inventory. To book or create a Dayuse reservation, manually adjust inventory first.

Profiles

Why does company search return no results?

Check:

  • Search text too short (letters ≥ 2, digits ≥ 4, CJK characters ≥ 1)
  • Incorrect keyword (partial match, case-insensitive)
  • Wrong Country/Region filter

How is reservation amount calculated in company profiles?

Total price of all non-cancelled reservations linked to the company, including hotel and long-stay.

What is a CRS agreement company? How is it different from company profiles?

Company profiles are the full company database; agreement companies are a subset confirmed for negotiated rate cooperation.

Why can't I create a company directly in agreement companies?

Agreement companies must be selected from existing company profiles. Create the company in company profiles first, then add it to the CRS agreement company list.

What if the original phone number or email cannot be used to log in to the App?

Click Reset to clear login methods and restore temporary login. After logging in again, add a new phone number or email.

On this page

Hotel reservationsWhy can't a subsequent linked reservation be checked in directly?Can guests check in if room setup is not complete?Why can't I perform a paid upgrade?When can Quick Post be used?What is the difference between Payment Link and POS Payment?Why can't I find New Transaction or POS Payment in Folio?Long-stay reservationsWhy is the target room grayed out and cannot be selected?Does the original room need cleaning after a room change?Does DND status remain on the original room after a room change?What if room change fails due to room status or occupancy?Why is the Create Contract button grayed out?After clicking Create Contract, why does it say the user has no identity information?After clicking Create Contract, why does the system report the stay period is too long?After clicking Create Contract, a popup says the user has not authorized personal information transfer — does this affect contract creation?When creating a contract, why is the Digital Contract option grayed out?Can checkout be extended after early termination?Group reservationsDoes adjusting allotment affect existing group reservations?How do I view allotment adjustment history?What is room block used for?Why can't I select the target rate plan?Why does submission fail with an error?Can I create a group without creating reservations immediately?Do I need to enter the rooming list all at once?Can rooming list entries exceed allotted room nights?Can group reservations have their rate plan changed?Do group reservations support rate changes and paid upgrades?Do group reservations support linked reservations?Dayuse reservationsHow do I view Dayuse reservations for this property?Can Dayuse rooms still be booked late in the day?ProfilesWhy does company search return no results?How is reservation amount calculated in company profiles?What is a CRS agreement company? How is it different from company profiles?Why can't I create a company directly in agreement companies?What if the original phone number or email cannot be used to log in to the App?