Overview
The reservation Balance Due and Transaction Summary now features a unified calculation across the Cloudbeds PMS platform. It uses transaction data from the Accounting Service to ensure the calculation is more reliable and consistent.
The Transaction Summary has also been added to the Group Folio, which helps users easily understand the specific types of transactions contributing to the balance due. The result: A balance due amount will always be in sync, calculated based on all reservation transactions - both pending and posted.
This update also adds the Transaction Summary and Balance Due to House Accounts, providing the same unified and accurate visibility available in Group Folios.
Benefits
- Reliable Consistency: Provides a more reliable and consistent calculation of the Balance Due and Transaction Summary throughout the entire platform.
- Clear Visibility in Group Folios: Adding the Transaction Summary to the Group Folio makes it easy for users to understand what types of transactions are contributing to the balance due.
- Accurate Updates: The system ensures the balance due is accurately updated when pending transactions are removed (such as upon no-show or cancellation).
- Clear Visibility in House Accounts: Balance Due and Transaction Summary now appear in House Accounts, ensuring visibility into all transactions contributing to the balance.
- Corrected No-Show and Cancellation Behavior: Previously, Balance Due did not always recalculate correctly when reservations were marked as no-show or cancelled. With this update, pending transactions are now removed automatically and the Balance Due updates instantly, preventing incorrect balances and reducing the need for manual adjustments.
- Accurate Regardless of Filters: The Balance Due is always calculated using all reservation or account transactions, even if date filters hide some items from view.
Summary Components
- Subtotal: Base Rate, Room Revenue
- Additional Items: Items & Services, Add-ons
- Taxes and Fees: Taxes and Fees (grouped by individual tax/fee type)
- Cancellation Fee and No Show Fee: If applicable
- Grand Total: Total of all charges combined
- Amount Paid: Total of all posted payments
- Upcoming Refund: Total of all pending scheduled refunds.
- AR Transfer: Accounts Receivable balance transfer
- Refund Issued: Total of all refunds and chargebacks
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Balance Due: Grand Total - (Amount Paid + AR Transfer - Refund Issued)
- The Balance Due calculation uses all transactions in the House Account, regardless of date filters. Date filters affect only what is displayed - not the calculation.
- Suggested Deposit: Suggested deposit amount calculated based on your Property Configuration
Where to find it
- On the Dashboard, access the corresponding reservation whose balance will be reviewed.
- Click on the Reservation Folio tab. The drawer will expand to show the Balance Due and the Transaction Summary.
💡 Access the full details by clicking on the Balance Due drop-down arrow below the Reservation Folio Description. The balance summary will simultaneously appear on the left-side panel.
Explore the Reservation Folio.
House Accounts
- Navigate to House Accounts
- Select a House Account
- The Balance Due and Transaction Summary now display at the top of the account, using the same unified calculation logic across the platform.
House Accounts use a default date filter starting from “today.” If older transactions contribute to the Balance Due, adjust the From date to view past activity.
Frequently Asked Questions
The Balance Due is calculated based on all reservation transactions—both pending and posted. The calculation formula is: Balance Due = Grand Total – (Amount Paid + AR Transfer – Refund Issued)
Our new feature ensures accuracy by:
- Unifying Calculation: Using transaction data from the Accounting Service
- Real-Time Sync: The Balance Due is always in sync with financial changes.
The new Balance Due calculation is now displayed in House Accounts. Previously, users relied only on debit/credit totals and could not see whether the account was actually balanced.
The new Balance Due calculation uses all historical transactions, even those filtered out by default UI date ranges.
As a result, older transactions that were previously hidden may now appear as part of the Balance Due.
- In House Accounts, the default date filter starts at “today,” but users can manually adjust the From date to any past date.
- For large accounts with many records, you may prefer running a custom report in Insights to locate older contributing transactions more efficiently.
- Once identified, you can determine whether adjustments are required.
Not yet. However, the engineering team is evaluating a new property-level setting to show/hide Balance Due in House Accounts. This would allow properties to disable the visualization without affecting their existing transactions.
Comments
Dear Cloudbeds team,
We have been using your PMS for years and are generally very satisfied. However, this recent change is extremely concerning and in our view one of the most problematic updates so far.
The new behaviour, where any payment that fails 3DS authentication is automatically shown as a zero balance, is highly unreliable and puts hotels and hostels at serious financial risk. Front desk staff and administrators will not realise that a payment is incomplete unless they manually review each individual reservation in detail. This creates a substantial risk of missed payments and lost revenue.
We have already experienced multiple cases where guests booked through Hostelworld or received a payment link, but since the 3DS authentication was not completed, no payment was taken while the reservation still displayed a zero balance due. Fortunately, we caught these in time and were able to charge the guests manually. However, this situation can easily be exploited by guests using cards with insufficient funds or by simply skipping authentication, allowing unpaid reservations to appear as fully paid.
Given that Cloudbeds already experiences occasional 3DS failures, this change makes the issue significantly worse.
We strongly urge you to reconsider and revert this update. It poses real financial risks for accommodation providers and undermines trust in the payment system.
Thank you for your attention to this matter. We hope you will re-evaluate this change as soon as possible.
Hello, Marko Kozic,
Thank you very much for reaching out with such detailed and critical feedback regarding the recent payment behavior update concerning 3DS authentication failures. We appreciate you taking the time to outline your concerns and for highlighting the specific financial risks this poses to your operation.
We want to assure you that we have heard your feedback loudly and clearly. We understand the seriousness of an incomplete payment resulting in a zero balance display, as the potential for missed payments and lost revenue is a significant concern.
Please be informed that your feedback has already been escalated to our dedicated Product team for a closer review. We appreciate your patience as the team evaluates the provided details.
Thank you again for your valuable feedback and for bringing your concerns to our attention.
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