This article explains the Expedia reconciliation feature, which allows users to manage eligible Expedia reservations directly in Cloudbeds PMS. With this feature, you can report cancellations, update reservation dates and amounts, and issue eligible refunds without leaving Cloudbeds PMS.
Overview
You can report cancellation, reservation updates, and eligible refunds back to Expedia without leaving Cloudbeds PMS. By using the Expedia reconciliation feature, you can:
- Update the channel with new availability in hopes of generating a last-minute booking;
- Choose a cancellation reason;
- Report eligible post check-in cancellations;
- Update eligible reservation dates and amounts;
- Issue eligible Guest Satisfaction Refunds for Expedia Collect reservations.
Enable the Expedia reconciliation feature in Cloudbeds PMS
- Go to your system settings.
- Open the preferences tab.
- Under automation preferences, enable the toggle to allow OTA reservation reconciliation only for Expedia.
Expedia reconciliation availability windows
Reconciliation actions are available only during specific time windows. These windows apply to eligible post check-in cancellations and reservation modifications.
| Reservation type | Reconciliation window |
|---|---|
| Expedia Collect | From 5:00 AM on the day after check-in until 30 days after checkout. |
| Hotel Collect | From 5:00 AM on the day after check-in until the 4th day of the month following checkout. |
Which Expedia cancellation method to use
Use the following table to understand which cancellation method applies depending on the reservation’s check-in status.
| Scenario | Cancellation method | Notes |
|---|---|---|
| On or before check-in date | Standard Expedia cancellation process | Available for eligible Expedia Collect and Hotel Collect reservations. |
| After check-in date | Expedia Reconciliation feature | Available for eligible Expedia Collect and Hotel Collect reservations within the applicable reconciliation window. |
Cancellation and reconciliation in Expedia reservations
Cancellations on or before the check-in date
The standard Expedia cancellation process, which applies on or before the reservation’s check-in date. If the check-in date is already in the past, use the Expedia Reconciliation feature instead.
On or before the check-in date, you can follow the standard procedure to cancel eligible Expedia reservations. The reconciliation feature does not need to be enabled for this process.
Check this guide to learn more.
You can cancel an eligible Expedia reservation on or before the reservation’s check-in date. Note that:
- A reservation cannot be canceled using the standard Expedia process if the check-in date is in the past. In this case, use the Expedia Reconciliation feature instead.
- A reservation cannot be canceled if it is already in a canceled state.
- You can cancel eligible Expedia Collect and Hotel Collect reservations.
- You must provide a cancellation reason and agree to waive any cancellation fees and other amounts associated with the reservation.
Cancel a reservation after the check-in date
Note: This process applies to cancellations using the Expedia Reconciliation feature. This feature allows eligible Expedia Collect and Hotel Collect reservations to be canceled after the check-in date, within the applicable reconciliation window.
With the reconciliation feature enabled, you can cancel an eligible Expedia reservation after the reservation’s check-in date when the guest did not show up, the guest requested the cancellation, or another valid cancellation reason applies.
Post check-in cancellation reconciliation is available for eligible Expedia Collect and Hotel Collect reservations.
- Reconciliation starts at 5:00 AM on the day after check-in.
- For Expedia Collect reservations, reconciliation is available until 30 days after checkout.
- For Hotel Collect reservations, reconciliation is available until the 4th day of the month following checkout.
- Available cancellation reasons include: Guest requested to cancel, No show, Extenuating circumstance, and Natural disaster.
- Any cancellation or no-show fee cannot be more than the initial booking amount.
- Go to the reservation to be canceled.
- Change the status to canceled.
- A warning modal will appear. Click to continue.
- Select the reason for cancellation.
- Insert the cancellation fee amount, if applicable.
- Click to cancel reservation.
Reconciliation updates — modify Expedia reservations
With the reconciliation feature enabled, you can modify eligible Expedia reservations and send updates directly to Expedia from Cloudbeds PMS.
Reservation modifications are available for eligible Expedia Collect and Hotel Collect reservations within the applicable reconciliation window.
- Reconciliation starts at 5:00 AM on the day after check-in.
- For Expedia Collect reservations, modifications are available until 30 days after checkout.
- For Hotel Collect reservations, modifications are available until the 4th day of the month following checkout.
- A modification reason is required.
- Available modification reasons include: Guest Requested Change, Extenuating Circumstance, Natural Disaster, and Quality Issue.
Expedia Collect restrictions:
- Additional nights cannot be added.
- Nights can only be removed when shortening the stay.
- If a stay is shortened, the original nightly rate cannot be reduced.
- Rate reductions are not supported.
In the reservation page, you can edit the reservation via:
- Quick Edit
- Edit Price
- Edit Reservation
- If the reconciliation is successful, the reservation will be updated in Expedia.
- If the reconciliation fails, a failed reconciliation log will be displayed in the reservation logs.
Guest Satisfaction Refunds for Expedia Collect reservations
Cloudbeds PMS supports Guest Satisfaction Refunds for eligible Expedia Collect reservations. This allows properties to report eligible refunds directly to Expedia from the reservation.
Guest Satisfaction Refunds are available only for Expedia Collect reservations.
Guest Satisfaction Refunds can be used when an issue occurs during the guest’s stay, such as a quality concern, an unfulfilled perk, or a goodwill adjustment.
When issuing a refund, select one of the available refund reasons:
- Guest satisfaction refund
- Accessibility issue
- Amenity issue
- Room type issue
- Special request not met
- Service issue
- Loyalty perk not fulfilled
Enter the specific refund amount to report to Expedia.
Important: If the Expedia virtual card has already been charged, the virtual card should be refunded within 7–14 days.
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