Card Authorizations Are Required
All reservations must have a valid authorization on file in order to guarantee the reservation. The time to implement this is 2 days prior to arrival.
Steps
From preauthorization to authorization to payment or release
1
Preauthorization
Two days prior to arrival, if the reservation is for only 1 or 2 nights, then the full reservation amount should be preauthorized.
- If the reservation is for more than 2 nights, the preauthorization should be for the first 2 nights.
If there are issues with this, we should immediately make all efforts to reach out to the guest (email, phone, OTA).
2
Authorization
Upon arrival, use the credit card terminal to authorize the card(s) of choice. Upon having an updated authorization of the same or higher balance, we may release the previously held authorization
3
Payment
Collect payment against the most recent authorization to close out the balance of the folio. Attempt to have a physical card tokenized at the terminal for additional charges.
Failed Preauthorization
If we are unable to successfully authorize a payment method, and are unable to reach out to a guest in a timely fashion, the manager should make a decision the day prior to arrival as to if/when to release the reservation.
For example: if you are forecasted to be 80% occupied or less, then keep the reservation on the books until the evening of check in. However, if you are forecasted to sell out, then consider rolling the dice and cancelling the reservation on the morning of arrival.
No Shows without Preauthorization
If a potential no show does not have a preauthorization on file, then, in no case, should that reservation be kept on the books past midnight. At this point, the reservation must be cancelled to avoid any adjustments posted the day after.
Procedures: Mews
Releasing an Authorization on Mews
[Mews] Releasing an Authorization
Upon arrival, and after processing their card through the terminal, you can release older authorizations through the process below
Also, take note of expiration dates / times. If, for some reason, we are unable to release an old authorization, we can convey the expiration date/time, which is provided in Mews, to guests as well.
Whether we cancel an authorization manually, or Mews cancels it automatically upon expiration, these authorizations are released by Mews immediately. The issuing bank may take a few business days to release. However, we have normally seen credit cards release these funds within 1 business day, and debit cards release funds within a few days.