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TEAM Solutions

Check in TEAM Solutions guests

What the guest shows at the desk, what you collect, and how the first night is already paid through TEAM Solutions.

For hotels
  • Front desk
Updated

Step by step

  1. Step 1: Find the reservation

    Guests are asked to bring your hotel confirmation number and a photo ID. Look the guest up in your system by that number.

  2. Step 2: Check photo ID

    Check the guest's photo ID as you would for any arrival.

  3. Step 3: Collect the rest of the stay

    The first night is prepaid. Collect the reservation's Due at Check-in amount, which already includes the RFP's event fees, plus applicable taxes and incidentals. Add a nightly fee from your own Taxes & Fees page only if it is not on the RFP.

  4. Step 4: Credit the guest's loyalty number

    If the rooming list shows a Guest Loyalty # for the reservation, credit the stay to it.

  5. Step 5: Charge the first night to the event card

    Charge the reservation's Card Charge to the event's virtual card, from the Payment Card page.

What the guest has already paid

When a guest books through TEAM Solutions, they prepay the first night to us. Your hotel collects that first night from the event's virtual card, not from the guest, so never charge the guest for night one.

Everything after the first night is between your hotel and the guest. The rooming list shows each reservation's Due at Check-in: the room's remaining nights after the prepaid first night, plus any event fees listed under Fees & Concessions on the RFP, before taxes. Add applicable taxes and incidentals, as you would for any group guest. Do not add an RFP fee again: it is already in Due at Check-in. A nightly fee from your own Taxes & Fees page that is not on the RFP is not included, so collect it as usual.

Loyalty numbers

Guests can give their loyalty number when they book. It shows as Guest Loyalty # on the rooming list. Credit the stay to it as usual. If your contract includes planner points, those are credited separately, after the event: see Planner Points to Credit on the rooming list.

Staff rooms

Rooms the event organizer books for staff are marked Staff (comp) or Staff (paid) on the rooming list.

Common questions

Who pays the first night?

The guest prepaid it to TEAM Solutions when booking. Your hotel collects it from the event's virtual card: charge the reservation's Card Charge on the Payment Card page.

Read: Charge the event's virtual card

Where is the guest's credit card for the first night?

There is no per-guest card for the first night. The event's virtual card covers every first night. For the rest of the stay and incidentals, take the guest's own payment at the desk.

The guest asks about the booking fee. What do I say?

Fees the guest paid when booking went to TEAM Solutions, not to your hotel, so your hotel does not refund or collect them. The guest can contact TEAM Solutions support.

A guest says they booked, but we cannot find them. What do I check?

Search the rooming list by name, email or our confirmation number, which starts with TS-. Refresh the page first: new bookings appear as soon as they are paid. Then enter the reservation in your system and add your confirmation number.

A guest did not arrive. What do I do?

A no-show forfeits the first night, so your hotel keeps it: charge the reservation's Card Charge, unless the row shows Post-event invoice. After the event, mark the reservation No Show on Reconciliation.

Read: Reconcile your event and settle up

Still stuck?

Call or email our support team.

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