Occupancy Discrepancies: Troubleshooting and FAQs

Applies to properties using Split Inventory.

Split Inventory includes physical and virtual accommodations. Occupancy capacity comes from physical accommodations only. A virtual accommodation categorized as physical, or linked incorrectly, can cause rooms sold to exceed the physical capacity used in the calculation.

1. Go to Account > Settings > Property > Accommodations.
2. Confirm that each sellable room with its own capacity is marked physical. Confirm that combined, shared, or derived accommodation types are marked virtual and linked to the intended physical accommodations.
3. Compare the links and room-type structure with the supported examples in How do Occupancy Metrics work with Split Inventory. Correct any physical or virtual assignment that does not match the intended setup.
4. Re-run the Occupancy Reports or Rooms Sold/Occupancy Report for the same stay dates and accommodation selection. Occupancy should no longer exceed the physical capacity after the configuration and calculations are updated.

Applies to properties using Split Inventory or recently migrated from Shared Inventory.

Occupancy can appear too low when the physical accommodation capacity is higher than intended, virtual accommodations are assigned incorrectly, or a migration left missing or incomplete links between virtual and physical accommodations.

1. Go to Account > Settings > Property > Accommodations.
2. Check which accommodations are marked physical and therefore contribute capacity. Then confirm every virtual accommodation is linked to the correct physical accommodation or accommodations. Use How do Occupancy Metrics work with Split Inventory to compare your tiered or non-tiered setup with the supported configurations.
3. Re-run the same occupancy report using the same stay dates and accommodation filters. If the denominator now reflects the intended physical capacity, the configuration was the cause. If the available-room count is still incorrect, return to the Accommodations page and confirm that each virtual accommodation is linked to the intended physical accommodation or accommodations. If the configuration matches the supported setup and the discrepancy remains, contact Support.

The Dashboard shows current operational data, while reports calculate results by service or stay date. A short processing delay of about one minute can also occur. Before treating the difference as an error, compare the same dates, inventory, statuses, and occupancy metric.

1. On the Dashboard, note the exact date shown on the occupancy card, along with the Occupancy percentage, Booked units, and Available units.

In this example, the Dashboard shows 37.25% Occupancy and 19 Booked units for August 12, 2026:

2. In the Occupancy Report, use a report period that includes the same stay date. Review the accommodation or room-type selection and make sure the report represents the same physical inventory as the Dashboard.
3. Check whether the report has reservation-source, room-type, or other filters that could exclude data represented on the Dashboard. Compare the result for the same individual stay date rather than comparing unrelated period totals.

For the same August 12 date, the Occupancy Report below shows 37.25% Occupancy and 19 accommodations booked, matching the Dashboard:

4. Compare the same occupancy metric. The Dashboard occupancy card and standard Occupancy use physical rooms and include Blocked and Out of Service rooms in available capacity. Do not compare either one directly with the separate Adjusted Occupancy Cloudbeds Data Field (CDF) available in Cloudbeds Insights.

The example below shows why this distinction matters. For August 12, standard Occupancy is 37.25%, while Adjusted Occupancy is 38.00%. The figures differ because Adjusted Occupancy removes the applicable Blocked and Out of Service rooms from available capacity.

5. Wait about one minute, refresh the views, and compare again. If the dates, filters, inventory, statuses, and metric match but the figures still differ, capture those selections and contact Support.

The Dashboard occupancy card and the standard Occupancy calculation both include Blocked and Out of Service physical rooms in available capacity. Because of this, the available-room count may look higher than the number of rooms that are operationally sellable. This is expected behavior.

To confirm whether this explains the number you are seeing:

1. Confirm that the views you are comparing use the same dates and accommodations.
2. Check whether any physical rooms are marked Blocked or Out of Service for those dates. These rooms remain part of the available capacity used for Occupancy, even though they may not be operationally sellable.

If the dates and accommodations match, check whether Blocked or Out of Service physical rooms account for the extra available units. If they do, the higher available-room count is expected and does not indicate a reporting error.

If you need an occupancy metric that removes Blocked and Out of Service rooms from available capacity, Cloudbeds Insights customers can use the Adjusted Occupancy Cloudbeds Data Field (CDF) when creating or customizing reports. See Cloudbeds Data Fields (CDFs): definitions and calculations for the current Adjusted Occupancy definition and calculation.

Adjusted Occupancy is available only in Cloudbeds Insights, and the reports or datasets you can view or modify depend on the reporting permissions assigned to your role. If you cannot find the field or access the report you need, see Before you begin: permissions and access.

For properties using Split Inventory, Total Rooms Available includes physical rooms only, and only Blocked and Out of Service counts associated with physical rooms are removed from Total Rooms Available.

An accommodation created for parking, meeting space, or another non-room product can be treated as sellable room inventory. This can change occupancy capacity and RevPAR. Choose whether to correct the underlying setup or exclude the accommodation only from a specific report.

To correct the underlying inventory setup:

• Create the product as an add-on under Items & Services so it is not room inventory. See Create Add-Ons.
• Use Cloudbeds Spaces for hourly or bookable non-room spaces. See How to use Cloudbeds Spaces.
• If the accommodation must remain in the room setup, review whether a virtual accommodation structure is appropriate so only physical rooms contribute capacity. See How to create a virtual accommodation.

For a report-level solution only:

• Deselect the non-room accommodation in that report's room-type or accommodation filters. This changes only the report output. It does not correct the underlying inventory configuration or remove the accommodation from other occupancy calculations.

Occupancy reporting includes Confirmation Pending, Confirmed, In-House, and Checked-out reservations. Cancelled and No-Show reservations are excluded. This logic applies in Reporting and Cloudbeds Insights. For occupancy purposes, Confirmation Pending counts the same as Confirmed.

When a reservation is marked No-Show, the room was not occupied for that stay. Although the reservation originally held or blocked inventory, once it is marked No-Show it is no longer counted as a sold or occupied room for occupancy calculations. As a result, the occupancy percentage you see may decrease.

This is expected behavior and does not indicate lost inventory data. If the reservation remained Confirmed because Auto No-Show did not run, see A reservation never arrived and was never marked No-Show.

A reservation that remains Confirmed continues to count toward Rooms Sold until its status changes. If Auto No-Show is enabled, Cloudbeds marks an eligible reservation No-Show at approximately 2:05 AM property local time on the day after check-in. Before that time, or when the automation is disabled, the reservation can still be counted as sold.

Review the Automation Preferences in General System Settings and confirm whether Auto No-Show is enabled. Then verify whether the scheduled time has passed and whether the reservation status changed.

No. A room move remains one continuous reservation with one overall check-in date. Each night is credited to the physical room occupied that night, but the move does not create another arrival. The Room Move Report records the move details, including the previous and new rooms.

Historical occupancy data remains available in Reporting and Cloudbeds Insights. For past dates, report filters may continue to show the historical room-type name associated with that data. Renaming or deleting the current room type does not erase previously recorded occupancy.

The result depends on how the sale is recorded:

• Standard reservation with check-in and check-out on the same day: Counts as one room sold for that date and contributes to ADR and RevPAR.
• Hourly booking through Cloudbeds Spaces: Does not count as Rooms Sold and does not affect Occupancy %, ADR, or RevPAR. It appears in the applicable financial and transactional reporting instead.
• Add-on or extra charge without a room reservation: Counts as Other Revenue and has no occupancy impact.

Occupancy is the standard occupancy calculation used across the PMS, including the Calendar, Dashboard, PIE, Groups, and Reporting: Rooms Sold ÷ Total Rooms Available. Blocked and Out of Service physical rooms remain included in Total Rooms Available. See Occupancy and Financial Reporting Calculations in Cloudbeds for more information.

Adjusted Occupancy is a separate Cloudbeds Data Field (CDF) available in Cloudbeds Insights. It uses: Rooms Sold ÷ (Rooms Available − Blocked − Out of Service). For properties using Split Inventory, Total Rooms Available includes physical rooms only, and only Blocked and Out of Service counts associated with physical rooms are removed from Total Rooms Available.

Adjusted Occupancy does not replace the standard Occupancy calculation used elsewhere in Cloudbeds, so the two figures are expected to differ. See Cloudbeds Data Fields (CDFs): definitions and calculations for the current CDF definition.

The Occupancy Report is based on stay dates and room nights. A reservation export filtered for Walk-in reservations can be based on check-in dates and include reservation-level transactions. Because the two outputs answer different questions, their totals can differ without either one being incorrect. Use the Occupancy Report to analyze room nights by stay date, and use the reservation export when you need reservation records organized by check-in date.