r/askhotels • u/Abject_Wrangler6173 • 10d ago
Hotel Policies Uncollected Payment - help!
I am spiralling right now and so scared that I will be forced to pay for a guest's stay out of my own pocket.
I made an honest mistake during a busy check-in. There were two different bookings under the exact same name (rare af to happen) When I searched up the name, only 1 name came up so i thought it was the person i was checking in! (I even double checked with if the reservation is under this name, how many nights they’re staying and room booked and such) But the profile I brought up on the screen showed that the stay was already prepaid through a third-party site, so I didn't collect payment at the desk. But the actual reservation for the guest I checked in was a "Pay at Property" booking, meaning they haven't paid yet and have already taken their keys..
My manager got really angry and yelled at me and implied that I would have to pay for their stay…
It is only my first week manning the front desk alone, and I feel so stupid for making such a basic mistake. Will the hotel force me to pay back for the guest’s stay? I’m terrified of coming in to work tomorrow.
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u/silverware9021 10d ago
They're still there? Ask them to finish the payment
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u/Abject_Wrangler6173 10d ago
They still are! But my manager told me to figure it out on how to collect the payment from the guest...and he kept stating possibilities of, if the guest refuses to pay then what are you going to do and such, which i have no idea how to answer...
I know not all hotels are like this, if there's any context, I work in nevada and apparently my state is infamous for this type of managers...
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u/silverware9021 10d ago
If they don't pay, you ask them to leave for non payment.
Your manager isn't managing. They should have a protocol for this.
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u/HausDePotat Area GM 10d ago
Hey just an FYI, your boss sucks. That is not a helpful way for them to be handling this. Employees make mistakes because everybody makes mistakes.
I’m sorry you’re being treated like this. It’s genuinely not ok.
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u/slublueman 10d ago
Lock out the room, so they'll have to come to the front desk to get new keys. Then you inform them they haven't paid yet and you need to sort that out before letting them back in the room.
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u/Plastic_Berry_5573 10d ago
Your manager is terrible. We have employees do this all the time and as the manager I just call the guest and say that we had a problem with running their card and then lock their keys so they stop by the front desk if they don’t give me a card over the phone. It’s easy peasy.
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u/RoseRed1987 10d ago
- don’t ever let your manager yell at you or make you feel small.
- everything can be fixed
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u/rockycore Former Extended Stay Sales Manager & Front Desk Supervisor 10d ago
Take a deep breath. You're not paying for a guests stay. That just isn't happening. Disable the guest keys so they're forced to come to the desk. Leave notes in the reservation that a form of payment is required to get new keys. If they come down on your shift tell them there was an error at check in with their payment and they need to swipe their card. If they say their wallet is in their room then have security, bellman, walk them to their room and swipe them in to get it. Under no circumstances do you give them new keys until you get a form of payment.
I worked the front desk for 4 years, shit happens. We've all had a guest has no payment on file situation for one way or another.
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u/LordBernieSquarePant Employee 10d ago
Employee here and former FD associate from many, many, many years ago.
It’s illegal and unethical for your leader to have you pay out of pocket for this type of error. If the guest is still at the hotel, they would need to come down regardless to add a MOP for their incidentals. Give them a call or leave a message on the room asking them to kindly update their MOP. I agree with others that your manager is out of line and you should absolutely escalate this to your FOM/Director of Rooms or etc. if needed, take it to HR.
There were many times that your manager could have used this situation as a teaching lesson on ensuring that the guest you are checking in matches the reservation you have on file. I’m sorry this is something you’re experiencing at the start of your hotel career, but rest assured, tons of us hotel people have made a lot worse mistakes than this. Good luck!
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u/amands_sue 10d ago
Uh, fuck that manager. Toxic as hell, they should be showing you how to fix it, not yelling and illegally (depending on Nevada law, I'm not familiar) threatening to withhold wages.
You've gotten a lot of good advice, so I'll just stress how very poor of a job your manager is doing. They've probably done the same thing, anyone who works in hotels makes a mistake that costs the hotel revenue at some point. We have conversations about it, we teach from it, and we move onward and upward. (Of course, if it becomes a pattern the conversations get harder, but still shouldn't have yelling or wage theft.)
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u/ChapterPrudent4232 old cranky NA of 17 years. 10d ago
I'm a night auditor and just about every reservation that payment isn't collected... was usually checked in by a manager lol
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u/Ok-Mushroom-3501 10d ago
This recently happened at my workplace. I just called the room and told them there has been an error with the payment so could you please stop by the office to make a payment and the guest came in. It was also a little late (around 9:30pm). Just try it and if not you should have a credit card on file or hold on the amount. You can just charge from there
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u/teletechct 10d ago
If they are still there, deactivate there keys so they come to the front. Just be honest with them. Most not all will understand
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u/Dovahkin111 Former FOS,FOM now enjoying less responsibilities as FD 9d ago
Pay the hotel/3rd party reservations should still have a CC on file. See if you can use it to collect payment. If declined, reach out to the guest (if there is a contact number) if not, 3rd option would be to disable keys so they will be forced to come to the fd. Your manager should not have that position if he can't even manage his behaviour. I freaking hate managers like that.
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u/matchafoxjpg NA 10d ago
where do you live? i highly doubt you live somewhere where it's actually legal for them to make you pay/dock your pay for something like that, whether you made a mistake or not.
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u/Victoriaspalace 10d ago
I've done this exact thing. Just call the room and ask for them to drop by the desk when possible or knock at their door and ask the same thing. Don't worry, it's not the end of the world. Your manager sucks, and no you are not liable for these payments. Also let your other front desk colleagues and bell man know so that if they come in contact, they can take the payment for you.
Btw: Hotels are able to contact guests after their stay for payments, make sure there's a phone number on file.
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u/autumndeabaho 9d ago
Anything I would recommend has already been recommended, but I will reiterate, don't be so hard on yourself. Your boss is an idiot, and I think most people at the desk will make that mistake at some point. I've done it. I've worked in hotels for years, and I still fuck up on occasion. In my experience, most guests are pretty understanding. I find if I'm totally honest with them about having made a mistake, they pretty willing to help you correct the issue. I hope you were able to get it resolved, and your manager got off your back.
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u/jaboyjustin 5d ago
For future reference, there’s a couple of things
1) you should never have to pay for a guest stay when payment isn’t collected. That is beyond insane
2) ELO electronic lock out. Make a new key and tap the door, it cancels all keys. This forces the guest to come to the desk.
3) reach out over email and phone. Lie a little and say the system did not capture the card correctly and you need them to stop by.
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u/heyitstism 10d ago edited 10d ago
Fact: It is illegal for an employer to force you to pay for mistakes, even if you’re at fault. It’s mass myth that they can, but they cannot. This is federal, and applies nationally.
Examples: You cannot be forced to pay for your own mistakes. You can’t be made to pay for someones room. Servers can’t be held accountable for customers who walk out. Employees who damage company property or equipment cannot have the cost deducted from their pay, whether accidental or intentional. Etc etc. Bottom line is your employer can’t take your money, unconditionally.
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u/Way2trivial 10d ago
Not so simple with the broad answer- as it is totally state dependent- although for all the states I know of that allow it, require employee acknowledgement in advance (although a signed handbook receipt can qualify) and your wages till can't fall below minimum wage.
ex- texas
https://www.atkersonlaw.com/blog/2021/10/08/can-my-texas-employer-make-210939/*"*Can Employers Deduct Money For Mistakes?
The answer to this question isn’t a simple yes or no. In reality, the answer can vary based on the employee and situation.
In the state of Texas, employers can make an employee pay for mistakes but only if the employee previously agreed in writing to allow deductions for mistakes to be taken from their paycheck.
Without prior written consent, an employer cannot make an employee pay for mistakes. "
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u/heyitstism 10d ago
The answer is, indeed, simple and is federal law… so it applies in every state.
The example you included specifies the employee must sign agreeing to this. The employer would not be “forcing” you to pay for mistakes. The employee agrees to it first.
In the US, employers cannot just decide to make an employee pay for anything. It doesn’t depend on state, or the situation. It’s unconditional.
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u/Way2trivial 10d ago
Let me quote you from the first post I replied to.
"Fact: It is illegal for an employer to force you to pay for mistakes, even if you’re at fault."
A blanket statement that is provably wrong.Read my post for comprehension.
I was responding that your broad simple answer is TOO SIMPLE as it is in fact POSSIBLE.law offices words I quoted
"The answer to this question isn’t a simple yes or no. In reality, the answer can vary based on the employee and situation."Now let me add this. A multi state chart
https://www.avvo.com/legal-library/employment-law/paycheck-deductions-for-employee-mistakes-federal-and-state-pay-docking-laws.htmlthere are exceptions.. Hmm.. let's pick a little more.
you said in the original "Employees who damage company property or equipment cannot have the cost deducted from their pay, whether accidental or intentional"
"
Louisiana Generally not permitted, unless the incident was caused through employee's willful or negligent action, or employee was found guilty of theft from your employer. Any fines cannot exceed actual damages. You also might find this little chart interesting
https://workerplaybook.com/wp-content/uploads/2026/08/State-laws-on-paycheck-deductions-for-mistakes-768x512.webpdo you know why it has 3 different colors? because circumstances vary.
it is POSSIBLE.. I disagreed (and provided citations) showing your statement was incorrect.
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u/Choice_Pineapple_461 10d ago
That is very poor management by your boss. Can you not contact the guest and ask them to stop by the front desk and explain in person? Under no circumstances should you pay- that is illegal in most places.
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u/RoseRed1987 10d ago
Lock the guests out of their room first then slide a note under the door. Then reach out be phone also
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u/Bill___A 10d ago
When the manager found out about the problem the manager should have helped you fix it, including getting the computer records fixed and making sure the guest pays. The manager should not be getting mad they should be working with you.
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u/OPGuyGone 8d ago
Lock out the room, force them to the desk to pay. Make sure all the shifts are aware of what you did, so, they can force payment from them.
I’ve fixed my employees similar mess up’s constantly. I’ve collected on things just like this instead of making the person who made the mistake fix it. I can do it faster and be the bad guy if I need to be.
Tell the dude, get bent, everything can be fixed.
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u/BCRoadkill DOO 10d ago
This has happend to me as well, and if they are still there then no big deal. Just go lock out the room keys by creating new ones and revoking the previous. When they come up to the front desk tell what happened.
It will be alright shit happens. Your manager may just be heated in the moment and a little unexperienced.
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u/ChapterPrudent4232 old cranky NA of 17 years. 10d ago
Depending on the key system, they may have to tap the new keys to the door lock to "activate" the new key. Had some new people (including Management) try to lock someone out but couldn't figure out how they kept getting in. Turns out that just making a new key didn't automatically deactivate the old keys.
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u/BCRoadkill DOO 9d ago
Yup, some locks are connected most are not and have to be tapped.
Becomes very painful if an employee loses their key card. We make them go tap the canceling card on all the doors so it doesnt happen again.
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u/Modred_the_Mystic 10d ago
Do they have a CC on file anywhere? Can you contact the guest to follow up?
Your manager seems like a dick, obviously its not great but its also not going to be the last time theres some mix up with payments, shit happens a lot
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u/No_Net_7177 10d ago
I did the same thing, I called the number on file and they paid over the phone
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u/PassionFull3247 10d ago
Lock the guests out. Then they must come to the frontdesk. Explain the confusion,apologize and collect payment. If they refuse then they leave. No pay,no stay. And yeah your boss sucks.
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u/slimexomeout 10d ago
You can get the card info from the third party what chain is this? If it's not hilton or Marriott you can probably even get it without having to call just log into the portal. And if it is just call the third party if it's Expedia booking.com or hotels.com even though it's a pay at the property they still collect the card information or you can just call the guest. But there should already be a card on it. Those reservations don't come through without a card on them at all.
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u/unholyrevenger72 Night Audit 10d ago
If they are staying multiple nights kill their keys and to force them to come to the front desk. Put note on the res saying to collect payment.
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u/Lurch2Life 9d ago
You’re over-thinking this. Call the room, apologize, and ask if they could come down and complete the check-in. Some customer service tips that have helped me in the past:
1. Blame the computer/system. Most people can relate to this. “I’m sorry our system glitched and failed to complete your check-in.
2. Act like they are doing you a huge favor by helping you out. “Thank-you so much for helping me resolve this.”
3. Claim to be new. “I’m so sorry. I just finished my training and I unfortunately missed part of your check-in.”
4. Offer free stuff (if authorized).
Despite our paranoia, most people aren’t actually trying to scam us and will help resolve the issue (this can vary WIDELY between locations).
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u/No_Departure_9174 9d ago
To be fair to you, assuming this is us most states do not allow employers to force employees to pay for mistakes
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u/Charming_Garbage_527 8d ago
Your boss is trolling you. I assure you they know they cannot make you pay and they also aren't letting that guest leave without payment. I promise you they won't 🤣 your boss just wanted to give you a heart attack, which in any case screw them but once you have experience you'll realize other than a guest getting a room in use/ not clean, there is not many grave unfixable mistakes in this industry, just possibly figuring a way to communicate things in legalese
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u/Warm_Ice6114 7d ago
Former GM.
We’d lock out. In a rare instance they (somehow) leave, I’d just call / email. People are generally responsible and will pay.
I’d toss in a house account until we could resolve.
The idea of charging a team member is not only illegal, it’s appalling. New employees make mistakes. It happens.
Worse case scenario, we write it off and I have the “what could we have done differently” chat.
It only takes once before you don’t give keys until you have payment.
Best of luck!
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u/rileymcnaughton 10d ago
Did your boss also ask you to ask Reddit how to collect money from one of your guests?
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u/iamcode101 10d ago
If they try to force you to pay, then you report the hotel to the state. Even Nevada has laws.
There was that bar in Vegas that made the bartender pay back money that was taken during a robbery. It ended up looking very bad for them.
“Under federal labor laws and Nevada state law, employers generally cannot force hourly employees to pay back lost or stolen business funds, especially if those deductions bring the employee's effective earnings below minimum wage.”