Guest Messaging & Reviews for Airbnb and Expedia with Third-Party Channel Managers

Lorena Pamplona

Updated November 13, 2025 14:23

This feature is currently in a pilot phase and is planned for a broader release soon. If you are interested in joining the testing phase, please reach out to our support. Your feedback is crucial in shaping its final form — thank you for your patience and support!

Overview

Previously, guest messaging and review management for Airbnb and Expedia were only available to properties using Cloudbeds’ direct API connections. With this enhancement, properties connected to these OTAs through third-party Channel Managers or CRS partners (like SiteMinder or iHotelier) can now also manage their guest communication and reputation directly within Cloudbeds.

This ensures full flexibility without changing your distribution setup:

Keep your preferred channel connectivity setup.
Still manage OTA conversations + reviews in Cloudbeds.

What Is Supported?

Messaging
Reviews
ARI + Reservations (optional for custom connection types).

Connection Types

In the Distribution setup flow, you will choose your Connection Type:

Full connection (default):
- Managing distribution + messaging + reviews in Cloudbeds;
- Syncs ARI, reservations, messaging, reviews.
Custom connection:
- You manage distribution elsewhere but want messaging and/or reviews in Cloudbeds;
- Syncs only selected messaging/review features.

Before Getting Started

Only Airbnb API and Expedia channels are supported at this time.
Changing between connection types (Full - Custom) requires Cloudbeds Support assistance.
Messaging and reviews will only be available once the connection is enabled and room mapping completed (when required).

How to Enable

Request activation from Cloudbeds Support
Complete the channel setup according to the steps below:

Airbnb

Access the Distribution page
Click to add channel and search for Airbnb API
In the channel setup, go to the Connection Type step
Select the Custom Connection type
Select the feature(s) you want to sync: Full connection or Guest Messaging and/or Guest Reviews.

Pass the Login step with Authorization
If you selected Guest Reviews feature, you are also required to complete Room Mapping
Review and confirm on the confirmation page.

Expedia

In Cloudbeds,

Access the Distribution page
Click to add channel and search for Expedia
In the channel setup, go to the Connection Type step
Select the Custom Connection type
Select the feature(s) you want to sync: Full connection or Guest Messaging and/or Guest Reviews.

In Expedia Extranet,

Log in to the Expedia Extranet
Navigate to Connectivity Settings (under the Rooms and Rates category)
Select Cloudbeds as the provider for Messaging and/or Reviews according to the features selected in the connection type step.
This will automatically trigger an email notification to Cloudbeds confirming you want to connect.
Wait for the Cloudbeds Support team to enable the connection.

Once the connection is approved by the support team, you will be notified via email.

Access the Distribution page in Cloudbeds PMS
Complete Room Mapping for Expedia
Once mapping is complete, the connection is ready.

After the Connection is Complete

Once your connection is successfully enabled, you can view and manage guest messages and reviews directly in the Guest Messaging and Reputation Management sections of Cloudbeds.
A confirmation email will be sent once activation is complete.
The channel status will change to Enabled or Ready for Mapping (Expedia only).