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Manage Group Profiles, Reservations, and Credit Cards

Gabriela Garcia
Updated

Overview

After you learn how to create, edit, and remove group profiles, the next step is to master their management.

  • Under the Reservations tab on the group profile, you can quickly check, edit, or unlink the reservations that belong to the Group.
  • Under the Folios and Credit Cards tabs, you can add payments as records, add credit card details, and authorize charge and refund collections.

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How to manage Group Profiles

Link and unlink reservations

Once you've created a Group Profile, you can link your existing reservations to the group.

How to link existing reservations to a Group

  1. From the Reservations tab of the desired Group profile, click +Add Reservation, and select Link Existing Reservation.

  1. (Optional) Select the Allotment Block in which you would like to add the reservation
  2. Type the reservation number or guest name and select the reservation from the drop-down.

 If you assign a reservation to an Allotment Block, there should be availability in the allotment block for the corresponding dates and the accommodation type. If not, you will receive an error:

  1. The reservation will be added to the list. You can add as many reservations as needed. When you are done, click Add Reservations.

  1. The reservation will appear in the list under the Reservations tab, and the Group Profile header numbers will recalculate.

 You can route the transactions automatically to the Group Folio when you link the reservation. Please follow the steps described in the article Group Folios.

How to unlink a reservation from a Group

  1. Go to the Reservations tab of the desired Group profile.
  2. Click the gear icon of the desired reservation and select Unlink Reservation.

 Unlinking a reservation from a Group is not possible when routed transactions have been posted to the Group Folio.

 It is only possible to unlink a reservation from a Group when the routed transactions are still pending to be posted; unlinking the reservation will un-route all the routed pending transactions.

Create and import reservations

Once you've created a Group Profile, besides linking your existing reservations to the group you can also create them from scratch or use the +Rooming List tool.

How to create a new reservation in a Group

  1. From the Reservations tab of the desired Group profile, click +Add Reservation, and select Create and Add New Reservation.

  1. You will be redirected to the New Reservation page, where you must select the Allotment Block to add the reservation, which will define the availability displayed after clicking Search.

Select proper Check-In and Check-Out dates for the Allotment Block to show in the dropdown and for the correct availability to be displayed on the page after clicking Search.

 The field for selecting the Allotment Block is also available on the Reservations page when accessed from outside of Groups, as long as you have enabled your Groups module.

  1. Proceed with creating the reservation by following the usual process:

  1. Once the reservation is created, it will be automatically added to the Group profile (and the selected Allotment Block). Click on the Group Profile name to find it under the Reservations tab.

On the calendar, for the reservations that are booked within a Group Profile or an Allotment Block, the system will display the plus sign "+" next to the names and the "3 people" icon Groups icon.png next to the reservation name when you click on it to open up details group profile name next to the icon. On this pop-up, you have:

  • A link to View Group Profile
  • A link to View Allotment Block (if a reservation is also in an Allotment Block)

How to import reservations into a Group

You can bulk import reservations into a group using the Rooming List feature. This opens the Reservation Import Options screen with your Group Profile already selected, helping you quickly upload multiple reservations from a CSV file.

Follow these steps:

  1. In the Reservations tab of the Group Profile, click the green +ROOMING LIST button.

Click the +Rooming List button from the Group Profile Reservations tab

  1. You will be redirected to the Reservation Import Options tool. Review the tips in the pop-up modal. Make sure to follow the formatting guidelines exactly to ensure a smooth import process.
  2. Download the Cloudbeds CSV template and prepare your file.
  3. Click Select CSV to upload your rooming list.
  4. Click Upload.

Upload modal with CSV selection and tips

  1. Once the file is uploaded, you'll notice the Group Profile field is automatically filled. Choose the desired Allotment Block (if applicable).

  About the "Use system rates” option

This box will be checked by default. You can leave it selected or uncheck it, but note that:

  • If you import reservations to a Group Profile and don’t select an Allotment Block but keep “Use system rates” checked, the system will apply the Base Rate.
  • If you import reservations to a Group Profile, select an Allotment Block, and keep “Use system rates” checked, the system will apply the Allotment Block Rate you set when creating the block.
  1. Complete any missing fields directly in the Reservations table, such as arrival and departure dates, accommodation type, guest details, or booking status.
  2. Click Save.

Reservations table after uploading rooming list

  1. Once saved, you'll see a pop-up in the left corner of the screen, indicating that the reservations have been successfully imported, and you'll be redirected to the Group Profile page you were working on. The imported reservations will appear under the Reservations tab.

Group Profile Bulk actions

  1. From the Reservations tab of the desired group profile, select the reservations for which you would like to perform the bulk action.

  1. Click Bulk Action and select the action. You have these options:
  • Check-In
  • Check-Out
  • Add Payment
  • Delete Reservations
  • Unlink Reservation

 The Add Payment action will add the payment transaction to the reservations and automatically route it to the group folio if routing is set up for that transaction type.

 The Delete Reservations action is not equivalent to unlinking them from the group. This action will delete the reservations from Cloudbeds PMS, and this action cannot be undone. All the data related to the reservation will be erased from the system.

  1. The system will open a drawer on the right side of your screen for you to verify the details or fill in the mandatory fields (if applicable). Confirm the action by clicking the blue button.

Send messages to guests in a Group

Send custom messages or email templates to guests from within the Group Profile and track all customer message exchanges.

 Users must send all messages manually as the scheduling emails feature is currently unavailable for the Groups module.

Follow these steps to access the compose message feature:

  1. In the desired Group Profile page, click the Actions button
  2. Click Compose Message
  3. Fill in the fields in the Compose Message window; you will be asked whether you want to send an email from an existing template or create a new message.
  4. Click Send

How to send emails from an existing template

 Check the following article to learn how to create an Email Template.

  1. Select the desired email template - some fields will be pre-populated as they come from the selected template.
  • The default templates (created by the system) such as reservation confirmed, pending confirmation, reservation canceled, reservation folio, reservation invoice, group invoice, and group folio) won't be displayed in this drop-down.
  • Please note that changing the message or the fields auto-populated from a selected template won't affect the existing one.
  1.  If needed, you can send the message in a different language.

How to compose a custom message

The Compose Message function works almost identically to the Reservation details page except for the Send to field.

  • If you have contact details under Group Profile, the system will allow you to choose the desired email from a drop-down menu.

  • If you have contact details under Group Profile, the system will allow you to choose the desired email from a drop-down menu.

 Learn more about the Custom Message window fields here.

How to track email messages

When users send a composed email, it's possible to see log entries under the following logs:

Credit card transactions in Group Profiles

  If Payment Processing is enabled, you can add the credit card and process authorization, charge, or refund under the Credit Cards tab. The transactions will then be displayed in the Group Folio.

  If you link reservations with credit cards to the Group Profile, their credit cards will NOT be imported to the Credit Cards tab under the Group Profile.

If you need to charge the card associated with one of the linked reservations, you will need to add the credit card to the Credit Cards tab under the Group Profile again and then proceed with the charge.

How to add a credit card to a Group Profile

Under the Credit Cards tab, you can add the credit card and then select this card as a payment method when adding a charge or refund to the Group Folio.

To add a credit card:

  1. In the Group Profile, open the Credit Cards tab
  2. Click +Add Card

  1. Enter the credit card details.
  2. Click on Save

  1. You will see the credit card in the Group Profile.

 The system permanently stores Credit card information for groups. You can use this information to charge frequent groups if they frequently return to your property.

Learn about data retention times for regular (non-group) reservations: How long is credit card data stored?

How to add a credit card payment as a record to a Group

Once the credit card is added, you can select it as a payment method when adding payment or refund to the Group Profile folio as a record (without charging the card).

  1. In the Group Profile, open the Folios tab
  2. Click ADD/REFUND PAYMENT and choose Add Payment

  1. Select the Folio
  2. Add the Amount
  3. In Payment Type, choose the credit card
  4. In Collect Payment, choose Record previous payment (Do not charge)
  5. Check or uncheck the box Post with current date and time

 When this box is checked, the current date and time for the transaction will be posted when you click the Continue button. You can uncheck if you are adding a transaction for some time in the past or future.

  1. Leave Notes (when needed)
  2. Click on Continue. You will see the transaction in the Group Folio.

 The Allocate Payment box is checked by default (if this functionality is enabled). Learn more about payment allocation here.

Credit card authorizations, charges, and refunds for Groups

 You require the Payment Processing feature to perform the actions below.

How to authorize cards from the Credit Cards tab

  1. In the Group Profile, open the Credit Cards tab
  2. Click Authorize

  1. Enter the Authorization Amount
  2. Click Authorize

  1. The Total Authorized will appear, along with the follow-up options of Authorize (more), Capture, or Void (release an authorized amount).

 Learn more about authorized credit cards, Capture funds, and Void existing authorizations here.

How to charge from the Folios tab

  1. In the Group Profile, open the Folios tab
  2. Click ADD/REFUND PAYMENT and choose Add Payment

  1. Select the Folio
  2. Enter the Amount
  3. In Payment Type, choose the credit card
  4. In Collect Payment, choose Charge
  5. Leave Notes (when needed)
  6. Click Continue. You will see the transaction in the Group Folio.

How to refund from the Folios tab

  1. In the Group Profile, open the Folios tab
  2. Click ADD/REFUND PAYMENT and choose Refund Payment

  1. In Payment Type, choose the credit card
  2. Select the Folio
  3. In Refund Type, choose Refund Payment Gateway
  4. Select the transaction to refund (if there were several charges on one card)
  5. Enter the Refund Amount and Date
  6. Leave Notes (when needed)
  7. Click Continue

You will see the transaction in the Group Folio.

 Learn more about refunds: Payment Gateway Refunds - Frequently Asked Questions.

FAQ

Importing Process

How can I import rooming lists into a Group Profile?

In the hospitality industry, properties often face challenges when managing group reservations from travel agencies or event planners. These bookings don’t always flow automatically into the Property Management System, requiring staff to manually create each reservation based on daily lists—an error-prone and time-consuming process.

To simplify this workflow, you can use the +Rooming List button in the Reservations tab of your Group Profile to import multiple reservations at once via a CSV file.

For step-by-step instructions, check the How to import reservations into a Group section above in this article.

How can I update the room rates during the Group reservation import?

If the room rate varies across nights for a reservation, you can adjust it during the import process.

After uploading your CSV file, go to the Total Room Rate column in the table and click the pencil icon to open the pricing modal.

From there, enter the correct rate for each date and click Save to apply the changes.

  The Total Room Rate column will only appear in the Reservations table if the “Use system rates” checkbox is unchecked:
This allows you to manually set or edit rates for each night of the reservation.

What should I do if I get the “Check and fix all fields marked in red” message when importing reservations?

If you receive the message "Check and fix all fields marked in red" during import, it means there are issues in some required fields.

Highlighted red errors on import table

Here’s how to fix it:

  • Scroll left and right to review all columns in the table.
  • Edit the flagged fields directly in the table.
  • Click Save again once the errors are corrected.

Example of validation error message during import

  These errors usually occur when the CSV has missing data or typos. To prevent them, ensure your file is complete and properly formatted before uploading it to Cloudbeds PMS.

Why isn’t my guest data (like phone number or payment type) importing from the CSV?

When using the Group Rooming List import feature, Cloudbeds will only import the fields that are currently visible in the Reservations table—this includes both required and optional fields.

  Even if a field is filled out in the CSV file, it will be ignored during the import unless the matching column is visible in the table.

Follow these steps to ensure all guest data is included:

  1. In the Group Profile Reservations tab, click +ROOMING LIST and download the official Cloudbeds Rooming List CSV template. Close the pop-up once the file is downloaded.

  1. Fill out the template. Include all required fields and any extra guest details you want to import (e.g., Phone, Street Address).
  2. Back on the Reservations Import page, click Select Columns (labeled “Columns to Display”).
  3. Check the boxes for all the fields that match the columns in your CSV file.

  1. After selecting the columns, click UPLOAD GROUP ROOMING LIST.

  1. Upload your file.
  2. Click Save to complete the import.

Reservations

Can I extend multiple group reservations at once?

At this time, Cloudbeds PMS does not support bulk editing for extending dates of multiple reservations within a group. Each reservation must be updated individually.

However, there is a way to speed up the process using the Quick Edit feature from the Calendar. With a few clicks per reservation, you can:

  • Select and extend a reservation directly from the calendar.
  • Quickly change check-in/check-out dates.
  • Split the reservation if needed (for example, if the assigned room becomes unavailable).

This approach can help streamline updates for group stays, even though it’s not a full bulk-editing tool.

  The Quick Edit option works best when there are no room assignment restrictions and enough availability for the updated dates.

Can I extend the group reservation dates if the Allotment Blocks have been released?

Once an allotment block is released, changes to reservation dates are no longer possible.

These are the suggested solutions:

  • Option A:
    1. Create a new allotment block with the new intervals.
    2. Create a new reservation under the new allotment block for the additional dates.
  • Option B:
    1. Unlink the existing reservation from the Group Profile.
    2. Make the changes to the reservation.
    3. Link the reservation again, to the Group Profile, leaving the Allotment Block field as “Nothing Selected.”

  This process will work as long as you have availability outside the allotment block for the booked room type. If you added all rooms for the room type to your allotment block, you may still be able to do these steps, but you will have to temporarily enable overbookings in your Availability Matrix.

See Allow overbookings (Availability Matrix) for more information.

How can I modify a group reservation's room type or unit?

If you want to keep the same room type but change the unit, go to the Reservation > Accommodations > Edit Reservation > Assignment column > Select the desired unit.

You can also drag and drop the reservation via the calendar. Both options work if the "block-specific unit" option is not selected when creating the allotment.

If you added specific units when you created the Assignment Block, make sure that the new unit you are assigning the room to is also included in said Assignment Block. If it's not, edit the block and include the new unit before making the reservation change.

 The editing option won't work if you want to change the room type. Instead of showing all available room categories (image A), the system will only display the Accommodation Types included in the Allotment Block, if available (image B).

Also, when you go to the reservation in the Calendar, drag and drop it to the desired room type, and confirm the new charge or override, you may receive a message saying there is no availability, even if there is. This can happen because the allotment block doesn't include that specific accommodation type or unit.

The solutions would be:

  • Option A

First, edit the Allotment Block to include the accommodation type or unit and then move the existing reservation to the desired room.

  This option will work if the inventory has yet to be released. It will not work once you release the inventory because, at the moment, the group feature cannot add rooms once the inventory is released.

  • Option B
    1. Unlink the reservation from the Group Profile.
    2. Make the changes to the reservation.
    3. Link the reservation to the Group Profile again, leaving the Allotment Block field as “Nothing Selected.”

  Option B also allows you to link existing reservations to a group in the following scenarios:

    • When the allotment block has been released,
    • If the guest did not book using the Group Booking URL and has stay dates outside the allotment block,
    • If the guest booked a room not included in the allotment block but is a guest of the group.

  This process will work as long as you have availability outside the allotment block for the booked room type. If you added all rooms for the room type to your allotment block, you may still be able to do these steps, but you will have to temporarily enable overbookings in your Availability Matrix.

See Allow overbookings (Availability Matrix) for more information.

Can I move or transfer a group reservation between different properties in the PMS?

Reservations cannot be moved or transferred between properties within an Organization in Cloudbeds PMS. If a guest needs to stay at a different property of your Organization, the original booking must be canceled at the first property and a new reservation created at the other property.

Recommended process:

  • Review and apply the original property's cancellation policy and fees.
  • Cancel the reservation at Property A.
  • Create a new reservation at Property B.
  • Re-handle payments as needed (refund/void/re-authorize/collect at the new property).
  • Send updated confirmation to the guest.

How does Allow Overbookings affect unlinking group reservations?

  • When unlinking a reservation created with the allotment type Block, pay attention to the availability in the Remaining Inventory. Once the reservation is unlinked, the allotment block will still be held for the group, and the system will use availability from your inventory to accommodate this booking.
  • Learn more about Allotment Blocks.

If there is "0" or less availability in the inventory, the following will happen:

  • If the Allow Overbooking setting is disabled, you CAN'T unlink the reservation from the Group.

  • If Allow Overbooking is enabled, you can unlink the reservation from the Group. In this case, the availability in the Remaining Inventory will become negative (if the Amount Allotted For Sale is configured to be lower or higher than the Remaining Inventory, the system will take the Amount Allotted For Sale into account).

Example:

You have 1 room type with 5 rooms available:

  • 3 are added to the group allotment block (allotment type: block).
  • Your remaining general inventory is 2.

You created a reservation with 3 rooms from this allotment block and decided to unlink it from the group (this booking will now require 3 rooms from your remaining inventory).

Because you had only 2 rooms in the remaining inventory, and the unlinked reservation took up 3 rooms, your availability is now -1.

 When your availability is negative, the system will send 0 availability to your channels (OTAs), and you will not be able to create a direct reservation; this is to prevent undesirable overbooking.

  Solutions:

  1. You can increase the Amount Allotted For Sale by adding more availability to accommodate the unlinked reservation and create or receive reservations from OTAs. Please be mindful and take a proper note of your actual availability to avoid unwanted overbooking.
  2. You can change the allotment type to Based on Availability. The system will release the Group Allotment Block and calculate the availability for the unlinked reservation from your Amount Allotted For Sale.

  Refer to this article to learn how to access and use the dedicated Group Reports.

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