Frequently Asked Questions

Following is a list of the most frequently asked questions received by tech support.  This list is provided so you can get timely answers to questions without having to contact tech support directly. 

Before contacting tech support, please follow these steps. 

1.  Visit our website and verify you have the latest version of MotelMax.  Updates for MotelMax Series 400 are free to registered users of Series 400.  You can download and install the latest version.  If you are having a problem, maybe this problem has been addressed in an existing program update.  Check the update page for a list of changes.

2.  Read this FAQ document.  Most tech support calls/emails we receive are answered in detail in the FAQ document.

3.  From the MotelMax main menu, select File | Settings | Default Parameters to restore all window and grid settings. Sometimes, one of these support files is corrupted and causes one screen to lock up.  This option repairs the file in seconds.

4.  From the MotelMax main menu, select Utilities | Verify Data Files to verify all file structures and rebuild all file indexes.  This feature provides a simple repair for any problems caused by disk errors or electrical spikes.

5.  Consult the MotelMax user guide and see if your question is addressed there.  There are specific sections reviewing all areas of the program.

These resources provide timely answers to tech support questions and offer simple ways you can repair most problems without spending much time and without having to contact tech support.

1. We had a power failure and the MotelMax program is not working correctly, what should we do?

Restart MotelMax and from the main menu, select: Utilities | Verify Data Files. This feature provides a kind of system tune-up and fixes most problems.  Run this option if you get any kind of program error message or program failure.  Once a week, we recommend running the option Utilities | Optimize for a more complete system tune-up.

2. When I access a grid, the word (Error) appears in the grid columns, why is that?

Could be a problem with the storing and retrieving of the grid setup parameters. From the main menu, select: Files | Settings | Default Parameters.

3. Can I uncheck-in a guest?

Not right now.  This is scheduled for a future update.

4. How can I tell which operator entered or edited a reservation?

Access the reservation input form and press <Alt+D>.  The <Detail> tab is displayed in the upper right corner of the form and it contains the name of the person who made this reservation and the name of the last person to update the reservation.  Also, on the Room Rack, you can select View | Reservation Form.

5. When we print the Check-In Form, we get an extra page printed with just the heading. How can we fix this?

Edit the end of folio message.  Press <Ctrl+End> to go to the very bottom of the message then use <Backspace> to delete any hidden text commands in the form, such as extra empty lines, back to the last character of visible text.  From the main menu select Utilities | Site Setup | Reservations | Forms and Letters to edit the end of folio message.

6. A guest checks in then returns to the front desk and says they want to leave.  What do I do?

Reset the departure date to today to remove all room charges.  If they have a posted payment then enter a minus payment as a payment adjustment.  Then you can close the folio.  This folio does not appear on the room rack because all the room charges are removed.  You can find the folio on the current guest grid.  You have to checkout the folio and close it to remove it from the current guest grid.

7. How do I un-post a charge or payment?

You can only un-post an item during the same shift it was posted.  Highlight the folio on the Room Rack or Folio Grid.  Press F2 to access the Details Grid.  Highlight the charge or payment and select the menu item <Options | Un-post Item> on the Details Grid.  If the item was posted during a prior shift you cannot un-post or delete it, you will have to enter a payment or charge adjustment to offset this item.

8. How do I refund money to a guest?

Enter a room adjustment charge for a minus amount to credit a guest for a room overcharge.  If you want to refund a payment, enter a new payment of the same payment type and enter a minus payment amount to offset the original payment.

9. What hardware setup do you recommend for running MotelMax?

You should have at least a Pentium II equivalent PC with a minimum of 32 megabytes of RAM, although we recommend 64 megabytes.  MotelMax was developed on an AMD K6-2 475mhz PC with 128 megabytes of RAM and a 6-gigabyte hard drive.

10. Is MotelMax network compatible?

Yes, you can run the standard version of MotelMax in single user or multi user mode.  Install the MotelMax program and data files in a shared folder visible to all PC's in the network.  Each PC should launch MotelMax from that shared folder not from the local drive.  MotelMax manages file and record locking so multiple users can access the same data files at the same time.

11. How do I backup my data files?

MotelMax backups your data files automatically prior to the close of each shift. However, you can backup your data at anytime and to any destination, including: diskettes, a zip drive or to the hard drive. To backup data files, from the main menu, select: Utilities | Site Setup | Utilities | Backup Data Files. The user guide contains a detailed description of how to organize your backups and how to recover data in the event you have a hard drive crash.

12. How do I restore my data files?

From the main menu, select: Utilities | Site Setup | Utilities | Restore Data Files. Click on the button in the lower left corner of the window to select the file you want to restore. If you select a file called DT00125A.ZIP, you will restore the data files as they existed just prior to the close of shift 125. As a precaution before restoring data, MotelMax first backs up the existing data files. In the event you restore the wrong data, you can always recover your data files as they were prior to the restore.

13. I am a registered user of MotelMax v4.01. I noticed there is an updated version, v4.02, on the website. How can I update my current version of MotelMax v4.01 to v4.02?

If you are a registered user of MotelMax Series 400, you are entitled to free updates for any new version of MotelMax with a version number of 4.xx.

For the purpose of these instructions, we assume your current version of MotelMax is installed in the C:\MAXWIN directory or folder. Follow these steps:

1.  Download the latest version of MotelMax from the website. The download file is named MOTELX40.EXE. You can download the file into any folder on your hard drive, however, it is probably best not to download it into the C:\MAXWIN folder, that is, the same folder where MotelMax is installed.  We recommend downloading to a folder like C:\DOWNLOAD

2.  Launch the Windows Explore program and locate the downloaded file MOTELX40.EXE on your hard drive. Now double-click on the MOTELX40.EXE file to start the MotelMax installation program.  If you followed step 1, you will find the installation program at C:\DOWNLOAD\MOTELX40.EXE

3.  Install this new version of MotelMax in the same directory or folder as your existing version of the program. In this example, you want to install the program in the C:\MAXWIN folder since that is where the existing version of MotelMax is installed.  In fact, this is the default installation folder, so simply answer "Yes" to all questions during the installation wizard.

The installation program only installs the new MotelMax program engine into the installation folder. It will not overwrite or delete any of your existing MotelMax data files. When you start this new version of MotelMax for the first time, it automatically verifies all data files and indexes and copies data for reservations and guests from the old version of the program to the new version.

You can repeat this update process for each new version of MotelMax numbered 4.xx. When a new MotelMax series is released, for example, series 500, it is necessary then to purchase a new MotelMax registration code for the new series.

If you are using MotelMax Series 300, the latest and last version of Series 300 is v3.47. You can download and install this version using the same procedure described above. If you install MotelMax Series 400 over Series 300, the program reverts to the Evaluation Version. You have to purchase a series 400 registration code to update to any version 4.xx. Installing MotelMax Series 400 over Series 300 will not harm the MotelMax data files.

14. We just bought a new computer. How can we move our MotelMax data from our old computer to our new computer?

You can use the built in MotelMax backup and restore options.  You want to backup your data files on the old PC.  Then restore these data files on the new PC.  We assume MotelMax is installed in the folder C:\Maxwin.  Follow these steps:

1. Go to the old PC and backup your MotelMax data files.  From the main menu, select: Utilities | Site Setup | Utilities | Backup Data Files.  The MotelMax data files are compressed into a single *.zip file stored in a sub-folder called SAVE.  In a typical MotelMax installation, this folder would be C:\Maxwin\Save\.  If your backup file is named MyBackup.zip, then the backup file would be located in: C:\Maxwin\Save\MyBackup.zip.
2.  Go to the new PC and install the MotelMax program in the default installation folder: C:\Maxwin.
3.  Start the MotelMax program on the new PC and register the program according to the instructions in your program registration letter.  (The restore option is enabled only on registered versions of the program).
4. Copy your backup file MyBackup.zip from the old PC to the new PC in the same folder: C:\Maxwin\Save.  We are now ready to restore the backup file on the new PC.
5.  On the new PC, start MotelMax and from the MotelMax main menu, select: Utilities | Site Setup | Utilities | Restore Data Files.  Select C:\Maxwin\Save\MyBackup.zip as the backup file to restore.  Now, click the "Start" button to begin the restore process on the new PC.
6. Exit MotelMax and re-start the program.  All data from your old PC is now restored on your new PC.

15. Can we print the folio / invoice in another language or otherwise change the words on the invoice printout to the words of our choice?

Yes, you can revise all the wording on the folio/invoice, reservation form and guest check-in form. From the main menu, select: Utilities | Site Setup | Reservations | Reservation Form Tags or ..| Check-in Form Tags or ..| Folio Tags.

Also, use this option to revise the wording of the folio / invoice to meet the requirements in Australia. Change the word folio to Tax Invoice as required.

16. Does MotelMax support the Australian GST where prices quoted are tax inclusive?

Yes, beginning with MotelMax v2.15 the Australian GST is supported. You can now choose to enter all charge amounts as tax inclusive. MotelMax calculates the tax charges and subtracts them from the total tax inclusive amount. Select Utilities | Site Setup | Reservation | Defaults and check the box labeled Prices are tax inclusive. The program then assumes that all room rates on your rate tables and all charges you enter are tax inclusive. If you select this option, MotelMax tax rates 4 Canadian tax on tax and 5 room surcharge are deactivated, however, there are still 3 remaining percentage tax methods you can use for each charge.  We recommend using tax 1, the basic sales tax, for the new Australian tax.

17. Does MotelMax have a call accounting interface?

Yes, there is a companion program Call Track that monitors the PC serial port for phone calls. The calls are priced (optional) and loaded into the guest folios. The Call Tracking add-on program costs $250.00. It includes the phone monitor program and a call costing module. It is designed for US and Canadian phone numbers that use the format 999-999-9999. If you have a different phone number format, let us know and we can adapt it for you.