If you logged in to your Channel Distribution page and noticed a global notification alerting you of channel errors, read the error messages attentively in order to solve them. Sometimes it is necessary to contact the channel extranet.
Check the troubleshooting sections of our channels knowledge base to find how to solve the most common errors in channel connection.
If you are not able to solve or do not know how to proceed, reach out to Cloudbeds support team at support@cloudbeds.com.
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Items & Services configured in Cloudbeds PMS cannot be mapped and synchronised with the products sold on your distribution channels. For that reason, the products that are purchased by guests directly on the channels will not be added automatically to the reservation folio in Cloudbeds PMS.
These products will be displayed inside the reservation as Extra Services under Special Requests without affecting the reservation balance due. Check examples and how to handle them below:
In this example, the breakfast was purchased as an item in Booking.com reservation:
Solution
- If the item is not created in Cloudbeds PMS, create it by following the steps in this guide: Items & Categories Overview.
- Once the item is created, you can apply it to the reservation in the Guest Folio. For further details, check How to Add Item to Reservation.
- The added item will be correctly displayed in the Balance Due as follows:
Depending on the channel, the Extra Person Fee may be included as an Extra Service in the reservation. Since items are not mapped between the OTA and Cloudbeds PMS, this is how we receive the data from the OTA. Find an example below:
This reservation was received from Ingoibibo. In this case, the extra person fee will also need to be added manually to the folio to update the Grand Total of the reservation so that it reflect room charges and all items.
Solution
We strongly recommend adding the Extra Person Fee as a Manual Room Revenue and not as an item. As the manual room revenue will be reflected in your Daily Room Revenue on Daily Revenue Report, whereas items are included in Revenue by Items & Services.
Check how to add a manual room revenue in this article: Room Revenue. How to Add and Use Room Revenue
Items, Services and Extra person fee can also be configured in a channel rate plan if you choose to include them in the room rate. Check the following article for further information: Distribution Channel Rate Plans.
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