Pre-Authorisations

Upon check-in, the Hotel will pre-authorise $100 on a guest's credit card. This acts as a security bond to guarantee payment for any incidentals, damages, or undeclared charges, such as F&B or car parking.

Understanding Pre-Authorisations

A pre-authorisation is a pending transaction that authorises the hotel to utilise the specified funds for any outstanding charges. While it appears as a pending transaction for most banking institutions, some (like NAB and Westpac) might display it as a successful transaction. The hotel retains the right to increase the pre-authorisation amount if necessary to cover additional charges.

Bond Requirements

Every guest is required to provide a security bond for each stay. Exceptions may be made for VIP clients or those with specific chargeback instructions (ACB or Z) noted in their iHMS check-in instructions. Duty Managers have the discretion to waive or adjust the bond amount.

Pre-Authorisation Amount & Payment Methods

Guests must present a physical credit card for insertion into the EFTPOS terminal to process the pre-authorisation.

Acceptable Payment Methods & Amounts:

• Credit Card: $100 per room per stay
• Cash or EFTPOS: $300 per room per stay
• Phone/Smartwatch Tap: $300 per room per stay (guests must know their PIN for potential refunds at check-out)

Explaining Pre-Authorisations to Guests

Scenario 1: No Charges, Full Release

Your bond payment will be canceled and released today. Please note:

• It may take 5-7 business days for the funds to become available, depending on your bank.
• The transaction may temporarily appear on your statement but will disappear once the reversal is finalised.
• The released amount will not be shown as a refund; it will simply no longer be visible on your account.

Scenario 2: Incidentals Charged

Your bond will be used to cover any incidental charges, with the remaining balance automatically released to your account. Please note:

• It may take 5-7 business days for the funds to become available, depending on your bank.
• The released amount will not be shown as a refund; it will simply no longer be visible on your account.

Scenario 3: Incidentals Exceed Initial Bond

If the total cost of incidentals exceeds your $100 deposit, your pre-authorisation will be topped up to cover the full amount.

• The updated bond amount is now sufficient to cover all incidentals.
• It may take 5-7 business days for the funds to become available, depending on your bank.
• The released amount will not be shown as a refund; it will simply no longer be visible on your account.

Processing a Standard Pre-Authorisation

1. Press "Menu" on the touchscreen or the green arrow button on the EFTPOS machine.
2. Select "Pre-auth," then choose "Pre-auth" again.
3. Enter $100 (or the required pre-authorisation amount) and press the green arrow button.
4. Insert the guest's credit or debit card.
5. Select "Credit" or "Debit." (Pre-authorisations cannot be processed using cheque or savings accounts.)
6. Have the guest enter their PIN and press the green arrow button.
7. Once approved, remove the card.
8. Print two copies of the terminal dockets.
9. Attach one copy to the back of the registration card.
10. Attach the second copy to the tax invoice, along with the pre-authorisation explanation, and provide it to the guest.

Updating Pre-Authorisation Information in iHMS

1. In the "Corporate" tab, change the "Deposit Paid" status to "Pre-authorisation Obtained."
2. Enter the pre-authorisation amount taken (e.g., $100, $200).
3. In the "Communication" tab, under "Check-out Instruction," enter the pre-auth ID from the docket.

Completing a Pre-Authorisation

At check-out, the final charge will be processed from the pre-authorised amount to settle the guest's bill. Only this final charge will appear on their credit card statement, and any remaining funds will be released back to their account within 3-5 business days (depending on the bank). Note:

• Some banks may take up to 7 business days or longer.
• International banks may take up to 2-4 weeks.
• Unused funds will not appear as a refund; the pending transaction will simply be removed.
• All unused pre-authorisations are canceled on the check-out date.

Process

1. Retrieve the pre-auth ID from the registration card (ensure it matches the guest and room).
2. On the EFTPOS machine, press "Menu" or the green arrow button.
3. Select "Pre-auth," then "Completion."
4. Choose "Enter Pre-Auth ID" and enter the ID.
5. Confirm the last 4 digits of the credit card match the pre-auth docket.
6. Enter the final amount (matching the iHMS folio).
7. Press the green arrow button.
8. Once approved, print two copies of the terminal dockets.
9. Attach one copy to the hotel's tax invoice and the other to the guest's copy.
10. Stamp the pre-auth docket on the registration card as "Complete."
11. Any remaining pre-authorised funds will be automatically released (may take 3-5 business days).

Canceling a Pre-Authorisation

Full Cancellation

All unused pre-authorisations must now be canceled by the hotel. This expedites the fund release instead of relying on the bank.

Process

1. Retrieve the pre-auth ID (ensure it's correct).
2. On the EFTPOS machine, press "Menu" or the green arrow button.
3. Select "Pre-auth," then "Cancellation."
4. Choose "Enter Pre-Auth ID" and enter the ID.
5. Confirm the last 4 digits match.
6. Press the green arrow button to confirm.
7. Print the cancellation docket and attach it to the registration card.

Partial Cancellation

This reduces the held funds. Manager approval is required. It may be used if some charges are covered differently or if an excess amount was pre-authorised.

Process

1. Retrieve the pre-auth ID (ensure it's correct).
2. On the EFTPOS machine, press "Menu" or the green arrow button.
3. Select "Pre-auth," then press the down arrow to the second page.
4. Choose "Partial Cancellation," then "Enter Pre-Auth ID" and enter the ID.
5. Confirm the last 4 digits match.
6. Press the green arrow button to confirm.
7. Enter the amount to cancel and press the green arrow button.
8. Print the cancellation docket and attach it to the registration card.

Note: AMEX cards cannot be canceled using the terminal. Contact AMEX customer service.

Topping Up a Pre-Authorisation

This increases the held amount if incidentals exceed the current pre-authorisation. The night team will top up after the credit check if needed.

Process

1. Retrieve the pre-auth ID (ensure it's correct).
2. On the EFTPOS machine, press "Menu" or the green arrow button.
3. Select "Pre-auth," then press the down arrow