Expedia FAQ

In this article, you can find useful tips for the questions which may occur before or after connecting your property with Expedia.

What is the difference between the Expedia pricing models: Per Day Pricing and Occupancy Based Pricing?
  • Only Per-Day Pricing is currently supported by Cloudbeds PMS.
  • The pricing model can only be set by your Expedia Market Manager. If you used Occupancy Based Pricing before connecting to Cloudbeds PMS, reach out to your channel's market manager to switch to Per Day Pricing.
Per Day Pricing Model (default)

With this pricing model, room inventory is assigned a cost each day for a base number of occupants.

Though commonly configured for two occupants, the base number can be customized by rate plan. A single guest will always be quoted the rate for the base number of occupants, whereas guests above the base number are charged extra person fees if configured in the channel's extranet.

Example: Double Room with 2 base occupants

  • Single Guest: quoted a base double rate for each day at the property
  • Four Guests: quoted the base rate plus extra person fees for two of the occupants.

Room rates are based on the number of adults in a booking, while children are charged an extra person fee. Children are only charged an adult guest rate if there are not enough adults to fill the base occupancy for a booking. For example, a booking for one adult and two children in a hotel with per-day pricing and a base occupancy of two will only charge an extra person fee for one child.

This pricing model is configured by default in Cloudbeds PMS mapping settings.

Occupancy Based Pricing

Occupancy based pricing is based on the number of guests in a room reservation.

We currently do not support Occupancy Based Pricing model.

If you choose Occupancy Based Pricing on Expedia extranet while requesting the connection with Cloudbeds Channel Manager, Expedia will show an alert that their current pricing model does not work with Cloudbeds Channel Manager.

Note that we will only receive the channel credentials to enable Expedia for you if you choose Per Day Pricing option.

What is the difference between Expedia channel collect and Expedia hotel collect bookings?

Expedia offers two methods of payment for their bookings:

  • Expedia Collect bookings will already be paid at the time of the booking and the property must charge the Expedia Virtual Card (EVC).
  • Hotel Collect bookings includes the credit card data in the booking and the property must charge the customer directly.

The reservation can be hotel collect or channel collect depending on the settings and payment type chosen on Expedia side.

The payment method is always noted on the reservation details in Cloudbeds PMS as below:

The Expedia Virtual Card will be displayed under the Credit Card tab:

How to match taxes for Expedia reservations?

If you configure taxes for Expedia in Cloudbeds PMS they should match the tax type and amount on Expedia extranet exactly.

Issue with taxes for Expedia Collect reservations

We have recently identified that there was an issue for Expedia Collect reservations: even if your Expedia account is correctly configured as Tax Inclusive, it's possible that this is not properly configured for Expedia Collect reservations. 

Solution: reach out to your Expedia's Account Manager or Support and ask them to set the taxes as Inclusive for your Expedia Collect bookings. This setting is done on the Rate Plan level. If you need our assistance with this issue, contact our support team.

How to setup shared dorms on Expedia?

Here's a case scenario to assist you to configure shared dorms on Expedia:

  • Room type: 5-bed dorm
  • Number of rooms: 4
  • Total accommodations: 20

Follow the steps below:

  1. On Expedia's extranet, configure the room type to only allow 1 person to stay.
  2. The number of rooms for our example room type on Expedia would then be set to 20 (4 dorm rooms, each with 5 beds = 20 total accommodations).
  3. Name the room on Expedia something like "1 bed in a 5-bed dorm"
  4. If the guest wants more than 1 bed they book the room multiple times.
  5. If there are 8 beds available for example, we set an availability of 8.
After Connecting to a channel manager, does Expedia send original guest email to the property?

Per Expedia (April 2019)

"No, we do not currently send the information to the partner as our policies for transmitting this information are now in line with General Data Protection Regulations (GDPR)"

If the original email is not sent, does Expedia send emails generated by channel's domain?

Per Expedia (April 2019)

"The information is not currently transmitted on all bookings at this time. This is in the works, but we do not have an expected time frame when this will be completed."

Why I'm not receiving any type of guest email contacts?

Per Expedia (April 2019)

"A temporary system email address is accessible in Partner Central and the partner is informed via email currently when a booking takes place. The partner can use the email address information in Partner Central or use the email address information available there."

How does Expedia handle the 3D Secure Regulation?

From Expedia:

"Starting from 14th September 2019, the revised Payment Services Directive (PSD2) comes into play across all European Economic Area (EEA) countries. This may affect some connected properties, so we wanted to share some information on the solutions we are offering to help them get prepared.

What is the change?

The change will require all consumers to provide two-factor authentication for their credit card payments to prove their identity. This means that consumers will have to give two of the following:

  • Something they know (password or PIN)
  • Something they own (e.g. the physical credit card)
  • Something they are (biometrics e.g. fingerprint)

How might this affect properties?

This change will have the most impact when properties are charging guests without them being physically present e.g. for pre-stay deposits, cancellation, or no-show fees. If customers aren’t able to complete two-factor authentication, banks may reject payments.

How can Expedia Group help properties?

1) Cancellation & no-show fees: Properties can opt-in to our new collection service at no extra cost and we’ll collect any no show or cancellation fees for them. We’ll validate their guests’ cards at the time of booking and if the charge is successful, the property will be provided an Expedia Virtual Card (EVC) to collect payment from Expedia.

2) Pre-stay Deposits: For properties with rate plans that require deposits, we’re recommending they move these to Expedia Collect only. This means we will collect the balance in full at the time of booking. With added confidence they will get paid, this means partners will no longer need a deposit. We’ll then pay out to properties at check-in through either EVC or bank transfer/direct debit.

Why was the reservation received without any payment information?

We have received an information from Expedia that they are currently testing an option to allow guests to make bookings without providing a credit card up-front. As per Expedia’s statements, this would make it quick and easy to book on the go and can help encourage last-minute bookings to fill the remaining rooms.

You can control your settings for these bookings, so Expedia only gives travelers this option if you have a certain amount of inventory remaining. Or, you can opt-out of this feature altogether. In order to do so, you would need to communicate with your Expedia Account Manager.

If a guest cancels or doesn't show up, be sure to reconcile the reservation by the fourth day of the month after they would have to check out and waive the cancellation fee to avoid paying unnecessary compensation.

This is an option that Expedia Group made available to all partners, with communication being sent out upon its activation.

Why there are differences in the balances for Expedia Channel Collect reservations?

When you receive Expedia Channel Collect reservations, the following messages are displayed under the Special Request field based on each booking payloads:

Terms explanation:

  • Daily rates have Expedia compensation withheld - the price of each day of stay will be the calendar price minus compensation.
  • Will be invoiced at a later date - the price will be the "sell rate" - full rate which is sent over to Expedia and in those cases, Expedia will send a bill at a later date for the compensation.
  1. Reservation paid for by Expedia Virtual Card. The card can be charged XX USD after DATE/TIME UTC. The reservation balance provided in this booking has Expedia compensation withheld, but the daily rates include Expedia compensation.
  1. Reservation paid for by Expedia Virtual Card. The card can be charged XX USD after DATE/TIME UTC. The daily rates and reservation balance provided in this booking include Expedia compensation, which will be invoiced at a later date.
  1. Reservation paid for by bank transfer. You will receive XX USD. The reservation balance provided in this booking has Expedia compensation withheld, but the daily rates include Expedia compensation.
  1. Reservation paid for by bank transfer. You will receive XX USD. The daily rates and reservation balance provided in this booking include Expedia compensation, which will be invoiced at a later date.
Possible difference in the balances

On the following example, the balance dropdown and the amount to be charged on the Virtual Credit Card (VCC) are different.

The Expedia Virtual Card balance amount shown on the Special Requests field for some properties is the net amount that you will receive from Expedia, which is the total amount of the reservation, minus commission (consisted of Expedia’s compensation, taxes on compensation and compensation on taxes).

How does the Pricing Breakdown look on Expedia side

This is the amount that we receive from Expedia, therefore, both Cloudbeds PMS and Channel Manager do not have any control over it.

Google Keep - Google Chrome

Solution

In order to adjust the balance due (which should be the full amount of the reservation minus the amount retained by Expedia), you need to manually add a payment referring to that remaining balance to record that it has been paid to Expedia.

Check this article for details on how to do it: How can I add a payment to a reservation on Cloudbeds PMS?

How to create 'Members Only' promotions on Expedia?

Remember that all your room types and rate plans on Expedia Group must be correctly mapped on Cloudbeds.

Create a New Members Only promotion
  1. Navigate to the Marketing section of your Expedia Partner Central
  2. Click on Promotions
  3. Select Create a Promotion
  4. Select Members Only
Create and manage promotions - Google Chrome
  1. Click on Next Section to move forward and choose:
    • Audience
    • Offer
    • Minimum length of stay
    • Booking window restrictions
    • Travel Dates
    • Promotion Name - this is for your own tracking. Travelers won't see it.

You can limit your audience to Members searching from specific countries or using mobile devices. Click on Edit to make any necessary changes.

  1. Click on Create

Your promotion is now live.

Members Only - Google Chrome
Add a Members Only deal on top of an existing promotion
  1. Navigate to the Marketing section of your Expedia Partner Central
  2. Click on Promotions and choose an existing promotion
  3. Manage this promotion a and click to Edit
Re: [External] Re: Property Initiatives - karina.rinaldi@cloudbeds.com - Cloudbeds Mail - Google Chrome
  1. Under Offer, check the box to stack an extra discount for Members
  2. Choose your discount percentage
  3. Click Save
Apply Members Only Discounts to All Existing Promotions
  1. Navigate to the Marketing section of Expedia Partner Central
  2. Select Promotions
  3. Navigate to the box Give Members a Deal and click Edit
  4. Toggle the option to stack an extra discount for members and select the promos you want it to apply to
  5. Apply
Create and manage promotions - Google Chrome
Create and manage promotions - Google Chrome
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