Use the Policies page to define the policies, legal information, and terms and conditions that apply to reservations made through Cloudbeds PMS and the Cloudbeds Booking Engine.
This article explains how to set up your policies based on your property requirements, including your property-specific Privacy Policy and Terms and Conditions.
The policies defined on the Policies page apply to Cloudbeds PMS reservations only and will not be shared with your connected channels. Reach out to the corresponding channel(s) directly to set up the channel's policies.
Access the Policies Page
- Go to Account Settings.
- Click Property.
- Select Policies.
- Check the descriptions for all the Policy types in the following sections.
When content is added to the Privacy Policy or Terms and Conditions fields, the Cloudbeds Booking Engine automatically displays a corresponding footer link. Guests can select the link to open a dedicated page containing the property's legal information.
If either field is empty, its corresponding link will not appear in the Booking Engine footer.
Policy Types
Deposit Policy
In this section, you will be able to set the suggested deposit amount for your guests who book through the Booking Engine or through a direct reservation created within Cloudbeds PMS.
Cancellation Policy
Your guests must be informed about your property's Cancellation Policy, including whether they will be charged when they cancel their reservation.
Your Cancellation Policy will be available to guests making direct reservations through Cloudbeds PMS and the Booking Engine. It will also be included in the default emails sent to your guests.
- The Cancellation Policy is informational only and does not charge guests automatically. All charges must be processed manually.
- This policy will not be sent to any of your connected channels. For OTA reservations, cancellation policies must be configured directly in the OTA.
Learn more about the Cancellation Policy.
Privacy Policy
Use the Privacy Policy section to add and maintain your property's privacy information directly in Cloudbeds.
When the field contains content, the Booking Engine automatically displays a fixed Privacy Policy link in its footer. Guests can select the link to open a dedicated page containing the information entered by your property.
If the Privacy Policy field is left empty, the corresponding link will not appear in the Booking Engine footer.
- Cloudbeds does not provide a built-in legal template in this field. Your property is responsible for providing, reviewing, and maintaining its own Privacy Policy content.
- There is currently no option to save Privacy Policy content without displaying its corresponding link in the Booking Engine footer.
- The Privacy Policy applies to your property and should accurately describe how your property collects, processes, and uses guest information.
Properties registering for Guest Experience SMS messaging in the United States or Canada must publish property-specific Privacy Policy and Terms and Conditions information. Generic Cloudbeds legal pages should not be used as the property's legal policies.
Sample Privacy Policy wording for SMS
Add the following disclosure to your property's Privacy Policy. Review the text and adapt it as needed for your property before publishing.
Replace any property-specific details as needed and have the final wording reviewed according to your property's legal requirements before publishing.
How we collect and send information through our booking service. We take reservations and send guest messages using a booking and messaging platform provided by Cloudbeds, our technology provider, which processes this information on our behalf. Through the booking service we collect the information you provide to make a reservation, including your name, contact details (email, mailing address, and phone number), reservation details, and payment information, along with basic device and usage information from your visit to our booking page.
SMS/Text Messaging. If you provide your mobile number and opt in during booking, we will send you text messages related to your reservation and stay (for example, booking confirmations, check-in instructions, and responses to your requests). Message frequency varies. Message and data rates may apply. Reply STOP to opt out at any time, or HELP for help. We do not sell or share your mobile opt-in information or consent with third parties or affiliates for their marketing purposes. Our text messaging is powered by Cloudbeds, which sends these messages on our behalf.
For U.S. and Canada SMS registration requirements and recommended SMS-related wording, see Configure and use SMS messaging.
Terms and Conditions
These are the terms that form a legally binding obligation between you and the guest when the guest reserves a stay at your property.
A guest must accept your Terms and Conditions when completing the reservation checkout process, and your property must provide the services under the terms offered through your website.
When the field contains content, the Booking Engine automatically displays a fixed Terms and Conditions link in its footer. Guests can select the link to open a dedicated page containing the terms entered by your property.
If the Terms and Conditions field is left empty, the corresponding link will not appear in the Booking Engine footer.
- Your property is responsible for providing, reviewing, and maintaining its own Terms and Conditions.
- There is currently no option to save Terms and Conditions content without displaying its corresponding link in the Booking Engine footer.
- Content entered on the Policies page is not shared with connected channels. Configure the applicable terms directly in each OTA or distribution channel.
If your property uses Guest Experience SMS messaging in the United States or Canada, your Terms and Conditions should include the required SMS disclosures and should identify your property rather than Cloudbeds as the business communicating with the guest.
Sample Terms & Conditions wording for SMS
Add the following disclosure to your property's Terms & Conditions.
Replace [Property Name], [Property contact], and [link] with your property's information before publishing.
SMS Terms. By opting in, you consent to receive text messages from [Property Name] related to your reservation and stay, which may be sent using automated technology. Consent is not a condition of any purchase. Message frequency varies. Message and data rates may apply. Reply STOP to cancel or HELP for help. Carriers are not liable for delayed or undelivered messages. For questions, contact [Property contact]. See our Privacy Policy at [link].
- Learn how to set up and update Terms & Conditions for your property.
- See the Terms & Conditions templates.
- For U.S. and Canada SMS registration requirements and recommended SMS wording, see Configure and use SMS messaging.
Arrival and Departure
Enter your property's normal check-in and check-out times. This information will be listed on your Booking Engine and in email confirmations.
The check-in/check-out time specified in this section is informational only. Should you enable the Late Check Out feature, it is only used as an informational field and does not check or update your availability.
Learn how to update Arrival, Departure and Late Check-out information for your property.
Confirmation Pending
- Select whether your direct reservations will have the Confirmed status by default or whether you prefer them to have the Confirmation Pending status. This status applies to manually created reservations and reservations received through the Booking Engine.
- Auto change status to Confirmed when a payment – If you turn this toggle on, the system automatically changes the status to Confirmed when any payment is added to a reservation that was previously Confirmation Pending.
See more details about the Confirmation Pending page.
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