Confusing Guest Folio
 

I am new to Marriott and am having trouble reading the invoice that is emailed after the stay. How can there not be a total? I have to hunt through the entire summary to find credits and add them up to find the total? It is really painful to do expense reports when this info cannot be easily gleaned.

Is there a different version of the Guest Folio you can request? All I want is the complete summary with a total at the end.

If you pay by credit card (not a prepaid rate), you can see the total that was charged to your credit card easily at the bottom of the folio.

I usually stay 10+ nights and each hotel charges CC differently. My last stay had 3 different charges on 5 pages of folio. I had to physically add all the "Credit" as I hunted for them. There is no Total for entire stay on any of my folio.

Normally you would get a folio each time there's the charge made to your credit card on longer stays, although it can be convenient to have a printout for the entire stay too.

OTOH, what's so hard about adding three numbers? I find it more difficult to separate out lodging, taxes, F&B, etc. categories for reimbursement.

Online, if you download the folio it has a single total. Granted, Marriott's website isn't always great about letting you download all the time :rolleyes::(

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Every hotel property management system I've seen lets Front Desk representatives hide parts of folio or split them. This is allowed for two reasons. First, some guests need a "clean" folio that only shows room and tax. So, the Front Desk will either hide all other charges (food and beverage, for example) or split them into a separate folio.

The other reason why hiding/splitting is necessary is to fix mistakes. Being humans, Front Desk representatives sometimes do things like post a charge when they meant to post a credit. Then, they need to post a credit to fix the error plus another credit. That can get confusing pretty quickly because some charges also come with 1, 2, or even 3 lines of additional taxes.

The entire folio must balance or the Front Desk representative can't close out their shift. But, sometimes they might make a mistake and hide a charge that needs to be visible to make sense to the guest.

That's my guess on why the folio in question doesn't seem to be adding up correctly.

Example:
The following web page may give you an idea about the concept. The different folio views are examples of ways the system "hides" part of the folio. For example, Folio 9 view only shows charges that were reversed due to errors.

And the section entitled Folio Appearance lists ways to hide certain types of transactions.

How to View a Guest Folio | Front Office | Support Centre

Called today and they have sent to accounting. My CC was charged 2K midway through the stay and on my folio showed an additional charge that is not even pending on my CC. So they checked me out but the final charge was never processed. I can add numbers but clearly this is messy when Im trying to finish expense reports end of the month and my CC does not match the amount not the folio.

Every hotel charges increments differently. Some use weekly, others every 2K, others pre-auth and charge it all at the end. The Folio gets very confusing and there is never a TOTAL that I can see. I will check the online downloadable folio. Thanks for the tip.

Oh, and I checked out Saturday May 30th and my folio is still not available online. Maybe my reservation was never closed correctly?

I still haven’t been credited for a stay on May 30th and I don’t see an online folio. I plan on calling Marriott or the hotel directly tomorrow as I need to close out my expense report.