When a hotel guest picks charge to room after a treatment, the spa booking system sends the treatment, add-ons and tip to the hotel PMS. The charge posts to the right folio by room number and surname, and the guest gets an email receipt.
Typical results
≈5 hrs/wk
Spa and front office time on posting saved
≈90%
Fewer missed or misposted spa charges
Figures reflect typical results for this kind of automation.
The challenge
Spa charges travel to the front office on paper slips or in a shared spreadsheet, and someone retypes them into the PMS later in the day. Slips go missing, tips are left off, and charges land on the wrong room when numbers are misread. Guests check out before their spa visit reaches the bill, or dispute charges they don't recognize.
Before and after
Staff time on room charge posting per week
−83%Spa charges missed or posted to the wrong room per month
−90%Minutes from spa checkout to folio posting
−99%The automation
When the spa receptionist selects charge to room at checkout, an automation in Make sends the treatment, add-ons and tip from the spa booking system to the hotel PMS. The charge is matched to an in-house guest by room number and surname and posted to that folio with a clear description. The guest receives an email receipt. Charges that don't match an in-house room go on a daily exceptions email to the front office.
How it works
- 01
Guest chooses charge to room
At spa checkout, the receptionist selects charge to room and enters the guest's room number and surname.
- 02
Sent to the hotel PMS
The treatment, add-ons and tip are sent from the spa booking system to the hotel PMS.
- 03
Matched and posted
The charge is matched to an in-house guest by room number and surname and posted to that room folio.
- 04
Receipt to the guest
The guest gets an email receipt listing the treatment, add-ons and tip that went on the room bill.
- 05
Unmatched charges flagged
Anything that doesn't match an in-house room goes on a daily exceptions email for the front office to check and fix.
Starts from
- Spa checkout: charge to room
Delivers
- Charge on the room folio
- Email receipt to the guest
- Daily unmatched charges
The impact
Spa charges reach the room folio in under a minute, so guests see them before checkout and the front office stops retyping slips. Missed or misposted charges fall by about 90%, and the spa and front office together save around 5 hours a week.
Questions about this automation
What happens if the room number and surname don't match?
The charge is held back. It goes on a daily exceptions email with the treatment, amount, room number and name entered, and the front office checks it against arrivals and departures. Once the room is corrected, a link beside the line posts it, so nothing is typed twice.
Which systems does it connect?
It connects the spa booking system to the hotel PMS through their APIs, with Make in the middle. The spa keeps using its own system for bookings and therapists, and the hotel keeps the PMS as the single place for the guest bill. An email service sends the receipts.
What does the hotel's IT team need to provide?
API access to both the spa booking system and the PMS, a posting code for spa revenue in the PMS and a test room to try charges on. Simple automations like this are usually live within days, once the hotel's IT contact grants access.