Reservations FAQ

The Estimated Arrival Time feature is enabled for all properties by default, but it can be enabled/disabled under the General System Settings (Miscellaneous Preferences). If enabled, the estimated arrival time for the reservation will appear when creating a new reservation, on the reservation, on the calendar, and when configuring the Cloudbeds Booking Engine:

While you are creating a new reservation, if the feature is enabled, you will be able to add the information under the Reservation Details as shown below:

To add the estimated arrival time to existing reservations: 

1. Go to the corresponding reservation to be edited
2. Click on Estimated Arrival Time, and the required information, and click on Confirm

To add the estimated arrival time to existing reservations (in the Calendar): 

1. Access the Calendar and click on the reservation
2. Setup or Edit the Estimated Arrival time directly on the Calendar
3. Click Confirm

A manually added reservation was set with an incorrect Reservation Sources

• When a new OTA reservation is imported from the Cloudbeds Channel Manager (myallocator), Cloudbeds PMS checks existing reservations from that OTA to make sure the incoming reservation is not a duplicate. It does that by checking all reservation IDs currently present for that OTA source.
• If a manually added reservation was set with an incorrect source (for instance, as Old PMS instead of Agoda), then Cloudbeds PMS will not be able to recognize that they are the same reservation. The update from the OTA will be seen as a separate new reservation. This results in the creation of one more reservation, what seems to be a duplicate.

The Reservation was manually added multiple times

• If a reservation is manually added multiple times with either an incorrect source or no reservation ID, then there will be duplicate or multiple versions of that reservation present. This often occurs when a user does not check whether a reservation is already present or incorrectly formats a batch CSV reservation import.

The original room booked in the channel is different from the room assigned by the property

1. The room was originally booked on the channel for the specific room type Twin Private.
2. The room was then assigned by a user to the accommodation type Double Private.
3. Any modification type is made on the channel by the guest.
4. When the modification comes into Cloudbeds PMS, the room will be unassigned because the original room is different from the one that was set later by the user.

The original room booked in the channel remains the same in Cloudbeds PMS

1. The room was booked and assigned to the Twin Private.
2. A modification is done by the channel.
3. Cloudbeds PMS will not unassign the room to add the new modification information. If the reservation is in the original accommodation type, the modification will not cause room unassignment to add the modifications sent by the channel. 

Be attentive to possible unassigned reservations in your Calendar. Check this article to learn how to find and handle unassigned reservations.

There could be several reasons why OTA (channel) reservations are missing guest's credit card details.

Take a look at the following guide to learn more about these possible reasons and solutions: Guest credit card details missing in OTA reservations - Troubleshooting

Unmapped rooms can cause multiple inconveniences and even overbookings. For this reason, it is strongly recommended not to leave any rooms unmapped in your Cloudbeds PMS account.

Learn how to handle reservations with unmapped rooms.

A reservation will default to the base rate if any of the following occur:

• The reservation, received through Cloudbeds Channel Manager, is edited in Cloudbeds PMS.
• The reservation is moved to a room type and/or date not included in the original rate plan.
• A user without the “Create/Edit rate plans” permission reassigns the reservation on the calendar.
• The rate plan used for the reservation is deleted.