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This comprehensive manual provides essential guidelines to proficiently manage various incidents on Cloudbeds. It offers clear and concise instructions for handling the following:
Cancellations
Cancellations
Cancellation with Refund Requested
Cancellation with Refund Requested
If the reservation is with an OTA, confirm the guest's total final payment to the OTA. If direct booking through Bank Transfer, confirm payment posted and total amount refunded.
MANUALLY post room revenue for the NON-REFUNDABLE portion:
If the booking is not with an OTA, follow standard cancellation policy:
If the cancellation is within 15 days from check-in (check-in date is less than 15 days from cancellation date):
No Refund: Post 100% room revenue.
If the cancellation is within 15-30 days from check-in (check-in date is less than 30 days, but more than 15 days from cancellation date):
Refund 50%: Post 50% room revenue.
If the cancellation is 30 days or more away:
Refund 100%: Do not post room revenue.
Note 1: If the reservation has been checked-in already and Cloudbeds has posted revenue:
Add an ADJUST CHARGE to ROOM REVENUE to ensure the correct "total" room revenue is posted.
Post the Refund:
Post the Refund:
If it is to paid by the Accounting Team: Processed by Accounting.
If paid by Cash Drawer, post the refund using the Cash Drawer.
If the refund is to be settled through Paypal, DO NOT POST ANYTHING.
Note: It is expected that the reservation will have a balance due. Just ensure the folio DEBIT & CREDIT are balanced.
Set Reservation Status to "CANCELED".
If a refund is applicable, raise a Refund Request in ERP and be sure to SPECIFY RESERVATION ID.
Below are a few other scenarios, such as applying cancellation policies to a guest's request to shorten their reservation:
Cancellation w/o Refund
Cancellation w/o Refund
MANUALLY post the room revenue for a non-refundable cancellation. If the cancellation is from an OTA, be sure to confirm the total first with the OTA, and post the correct amount actually received.
Set the Reservation Status to "CANCELED."
Note: In the event a check-in has already triggered Cloudbeds to post the revenue, it is essential to add an ADJUST CHARGE to ROOM REVENUE to maintain the accuracy of the total room revenue posted.
Note: Please keep in mind that Cloudbed will automatically trigger VAT and SC posting for Room revenue (regardless of whether an add or adjust charge occurs), so the room revenue amount to be posted should be net of VAT and SC.
Note: It is normal to have a balance due; just ensure that the folio DEBIT & CREDIT are balanced, and the cancellation process is complete.
No Shows
No Shows
No Show with Payment Deposited
No Show with Payment Deposited
Make sure Room Revenue and Payment are both posted in folio
Add Payment
Add Corresponding Revenue
For Front Office - Manually add room revenue (w/o Taxes)
For Reservation Team -
If we do not offer Rebooking
Manually add room revenue (w/o Taxes)
If we provide guest to rebooking fund
Manually add refund - Rebooking Reservations
No Show without Payment
No Show without Payment
Make sure no transaction is posted to Folio
If there is payment posted --> Add corresponding Refund
If there is room revenue recorded --> Void or Add Adjustment Charge
Cancellation with Rebooking Funds (Full / Partial)
Cancellation with Rebooking Funds (Full / Partial)
Cancellation with Rebooking Fund (100%)
Cancellation with Rebooking Fund (100%)
Cancellation with Rebooking Fund (Partial)
Cancellation with Rebooking Fund (Partial)
Avail Reservation with Rebooking Fund
Avail Reservation with Rebooking Fund
Moving Reservations Between Properties
Moving Reservations Between Properties
Moving an Entire Reservation
Moving an Entire Reservation
For the origin property (the property the reservation is being MOVED FROM):
Confirm payment of the guest is posted (collected by OTA, Bank, Paypal….).
Add an ITEM as PAYABLE – [Receiving property] and Payment as the original payment type from the original reservation (Collected by OTA, Bank Transfer, Paypal..). Add a REMARK with the reservation ID from the receiving property properties.
Set Reservation Status to “CANCELED”.
Note 1: In the event a check-in has already triggered Cloudbeds to post the full revenue, it is essential to add an ADJUST CHARGE to ROOM REVENUE to make sure the “total” room revenue posted is 0.
Note 2: In this scenario It is expected to have balance due , just make sure folio DEBIT & CREDIT is balanced then it's all good.
For the receiving property (the property that the reservation will be MOVED TO):
Create a new reservation with source 'Moved from [Origin Property]', posting room revenue equaling that of the original reservation posted in the origin property.
Then simply add a payment using the ‘Receivable – [Origin Property]’ option and in the REMARK add the reservationID from the original reservation from the Origin Property (the property the reservation is being MOVED FROM).
Moving a Part of a Reservation
Moving a Part of a Reservation
In this scenario, a guest may have stayed some nights at the origin property, before being moved to another for the remainder of their stay.
For the origin property (the property the reservation is being MOVED FROM):
Edit the Original Reservation to the new stay dates / rooms.
Check in and check out as a normal reservation.
Let system generate room revenue.
Post the new revenue and payment source for the updated reservation ( eg. collected by OTA, Bank, Paypal….).
Lastly, add an ITEM as PAYABLE – [Receiving property] and Payment as the original payment type from the original reservation (Collected by OTA, Bank Transfer, Paypal..). Add a REMARK with the reservation ID from the receiving property properties.
The folio Debit and total now should now be balanced, and equal the total amount of the original reservation, wherein room revenue is posted for the nights stayed in the origin property, and a payable item with payment is posted for the receiving property.
In this scenario It is expected to have balance due, just make sure that the folio DEBIT & CREDIT is balanced.
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