Post-Stay Final Folio Automation
The Post-Stay Final Folio automation processes final billing, applies any remaining charges, and delivers comprehensive receipts to guests after their stay.
Overview
Purpose: Provide detailed final billing statements and process additional charges post-departure.
Trigger: 48 hours after checkout date.
Channels: Email (primary), portal access for detailed statements.
Setup Instructions
- Navigate to Automations in your SendSquared dashboard
- Click + Create New Automation
- Select Final Folio Generation from the template library
- Configure the automation with the following nodes:
Step 1: Configure Post-Stay Timing
- Select the Days After Checkout trigger
- Set timing parameters:
- Initial folio: 48 hours after departure
- Final statement: 7 days after departure
- Security deposit return: 7-14 days
Step 2: Add Charge Processing
- Configure Bill Reconciliation:
- Check out date verification
- Outstanding balance calculation
- Additional charge assessment
- Security deposit review
Step 3: Create Receipt Generation
- Design Comprehensive Statements
- Configure PDF Generation
- Set up Accounting Integration
Email Templates
Initial Invoice (48 Hours After Checkout)
Subject: Thank you for your stay - Final invoice enclosed
Dear [Guest Name],
We hope you enjoyed your recent stay at [Property Name]. Here's your final billing statement for your visit.
Stay Summary:
• Property: [Property Name]
• Check-in: [Date]
• Check-out: [Date]
• Nights stayed: [X]
• Guests: [X] adults, [X] children
Billing Summary:
Accommodation Charges:
• Nightly rate: $[Amount] x [Nights] = $[Total]
• Taxes & fees: $[Amount]
• Total accommodation: $[Total]
Additional Charges:
• [Service]: $[Amount]
• [Damage/Missing item]: $[Amount]
• Cleaning fee (if applicable): $[Amount]
• Subtotal additional: $[Total]
TOTAL CHARGES: $[Grand Total]
Previous Payments:
• Pre-paid amount: $[Amount]
• Security deposit collected: $[Amount]
Balance Due/Credit:
• Amount due: $[Amount] OR
• Credit to be refunded: $[Amount]
Security Deposit Status:
Your security deposit of $[Amount] will be:
• Refunded in full on [Date]
• Applied to outstanding balance
• Held for repairs (see attached details)
Your Statement:
Detailed PDF invoice attached to this email.
View online: [Account Portal Link]
Payment Instructions (if balance due):
• Pay online: [Payment Link]
• By check: [Mailing Address]
• Questions: [Phone] or reply to this email
Thank you for choosing [Company Name]. We'd love to welcome you back!
Best regards,
[Accounting Department]
[Company Name]
Damage Assessment Notice
Subject: Additional charges - Property inspection report
Dear [Guest Name],
Following the standard post-stay inspection of [Property Name], we've identified items requiring repair or replacement.
INSPECTION FINDINGS:
[Item 1]: [Description]
• Damage description: [Details]
• Repair cost: $[Amount]
• Photo evidence: See attached
[Item 2]: [Description]
• Replacement needed: [Details]
• Cost: $[Amount]
• Supplier quote: See attached
Total Charges: $[Total]
Security Deposit Application:
• Deposit held: $[Amount]
• Applied to damages: $[Amount]
• Remaining deposit refund: $[Amount]
• Additional amount due: $[Amount]
PAYMENT OPTIONS:
1. Card on file: Will auto-charge in 72 hours
2. Pay online: [Payment Link]
3. Dispute: Submit documentation by [Date]
Dispute Process:
To contest these charges:
1. Email damage@[company].com within 5 days
2. Include supporting evidence/photos
3. Management will review and respond
We value your patronage and hope to resolve this promptly.
Sincerely,
[Property Manager]
[Contact Information]
Final Receipt with Zero Balance
Subject: Final receipt - Thank you for your stay
Dear [Guest Name],
This is your final receipt for your recent stay at [Property Name].
FINAL STATEMENT - PAID IN FULL
Accommodation Charges: $[Amount]
Taxes & Fees: $[Amount]
Total: $[Total Amount]
Payment History:
• Initial payment: $[Amount] on [Date]
• Final payment: $[Amount] on [Date]
• Total paid: $[Total]
Security Deposit:
• Amount collected: $[Amount]
• Status: Being refunded
• Refund method: [Credit card/ACH]
• Expected date: [Date]
No further action required. Your booking is complete!
Thank you for choosing us. We'd appreciate a review of your stay:
[Review Link]
Book your next stay: [Booking Link]
Use code WELCOME-BACK for 10% off
Best regards,
[Guest Relations Team]
Security Deposit Communications
Deposit Return Notification
Subject: Security deposit refund processed
Dear [Guest Name],
Your security deposit from [Property Name] has been processed.
Security Deposit Refund:
• Original deposit: $[Amount]
• Date collected: [Date]
• Inspection completed: [Date]
• Refund amount: $[Amount]
• Processing date: [Date]
• Expected in account: [Date range]
Refund Details:
• Method: [Same card/ACH/Check]
• Reference #: [Transaction ID]
• Description: "Security deposit refund - [Property]"
Your credit card statement may show:
[Company Name] SECURITY REFUND $[Amount]
Need assistance? Contact our billing department at [Phone] or [Email].
Thank you for your excellent care of our property!
[Accounting Team]
Security Deposit Dispute Resolution
Subject: Security deposit dispute review result
Dear [Guest Name],
We've carefully reviewed your dispute regarding the charges to your security deposit.
Dispute Summary:
• Original claim: $[Amount]
• Your dispute: [Summary]
• Review date: [Date]
Our Decision:
[Option 1: Dispute approved]
We agree with your assessment. The charge has been:
• Reduced to: $[New Amount]
• Fully reversed: $[Amount]
• Additional refund due: $[Amount]
[Option 2: Dispute denied]
After reviewing your evidence and our documentation, we must uphold the original charge. The damage exceeded normal wear and tear based on:
• Photo evidence from move-in/move-out
• Third-party vendor assessment
• Property inspection report
Next Steps:
[If approved]: Refund processed within 5 business days
[If denied]: Appeal process available at [Email/Phone]
Resolution Details:
[Specific findings and explanation]
We appreciate your understanding and communication throughout this process.
Sincerely,
[Property Management Team]
Additional Charges Scenarios
Late Checkout Fee
LATE CHECKOUT CHARGE:
Property: [Name]
Standard checkout: 10:00 AM
Actual checkout: [Time]
Late checkout fee: $[Amount]
This charge covers:
• Delayed cleaning services
• Lost rental opportunity
• Staff overtime costs
Approved by: [Manager name]
Charged to card: [Card ending in XXXX]
Missing Item Charge
MISSING ITEMS BILLING:
[Item 1]: [Description]
• Quantity missing: [X]
• Replacement cost: $[Amount]
• Source: [Vendor invoice]
[Item 2]: [Description]
• Quantity missing: [X]
• Replacement cost: $[Amount]
• Source: [Vendor invoice]
Total itemized charges: $[Total]
Processing fee: $[Fee]
TOTAL CHARGED: $[Final amount]
Charged to card on file: [Date]
Email Series for Outstanding Balances
Day 3: Initial Follow-up
Subject: Outstanding balance from your recent stay
Hello [Guest Name],
This is a reminder about the outstanding balance from your recent stay at [Property Name].
Amount due: $[Amount]
Account #: [Reference]
Due date: [Date]
Quick payment options:
• Pay online: [Link]
• Call to pay: [Phone]
• Mail check: [Address]
Thank you,
[Billing Team]
Day 7: Second Notice
Subject: Payment required - Outstanding balance
Dear [Guest Name],
We haven't received payment for your outstanding balance of $[Amount].
This amount has been outstanding since [Date].
To avoid late fees and account restrictions:
• Pay immediately: [Link]
• Contact us: [Phone]
• Email: billing@[company].com
We value your business and want to resolve this promptly.
[Accounting Manager]
Day 14: Final Notice
Subject: FINAL NOTICE - Account sent to collections
[Guest Name],
This is your FINAL notice regarding the unpaid balance of $[Amount].
Without payment by [Date]:
• Account referred to collections
• Late fees applied: $[Amount]
• Credit bureau reporting
• Future booking restrictions
URGENT ACTION REQUIRED:
• Pay now: [Link]
• Call: [Phone]
• Email: [Email]
[Collections Department]
Best Practices
- Process folios promptly after checkout
- Itemize all charges clearly
- Include supporting documentation
- Automate deposit returns when no issues
- Provide dispute resolution process
- Track payment collection timeline
- Maintain detailed damage records
- Send receipts for all transactions
Measuring Success
Track these metrics:
- Folio processing time
- Dispute resolution rate
- Additional charge collection rate
- Security deposit return timeline
- Guest satisfaction with billing
- Accounting accuracy rate