Cloudbeds Guest Experience - Post to Folio Integration With Cloudbeds PMS Reservations

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Background

By default, an Upsell Order has one of the following statuses:

• Not posted
• Posted
• Voided

Typically, this is manually managed in Cloudbeds Guest Experience to allow for tracking which orders the property staff have posted to the Cloudbeds PMS folio.

How the Post to Folio Integration Works

Once an order has been placed by a guest, that Upsell Order can be added to the Cloudbeds folio via the Post to Folio button or when Fulfilling an order.

A Cloudbeds reservation must be assigned to the order, and this will create a charge or charges to the Cloudbeds reservation folio for each line item in the order.

Paid and Unpaid Orders

• Paid Orders – Cloudbeds Guest Experience can collect paid (credit card) orders via the payment gateway partner Stripe. These orders can be posted to the Cloudbeds reservation folio, and they will be recorded as already paid with a payment type of credit.
• Unpaid Orders – Cloudbeds Guest Experience offers a Room Charge option so guests can add the charge to their folio. These orders can be posted to the Cloudbeds reservation folio and added to the reservation balance.

Taxes

Taxes are set in Cloudbeds Guest Experience under Upsell > Settings, or at the Upsell > Products level.

When a charge is created in Cloudbeds, the taxes are added at the item level (each product purchased has taxes assigned). Taxes are labeled as Sales Tax.

Delivery Fees

If you have delivery fees enabled (configured in Upsell > Settings), the delivery fee is added as a line item to the Cloudbeds reservation folio. Additionally, taxes are calculated for the delivery fee.

Tips

If you have tips enabled (configured in Upsell > Settings), tips are added as a line item to the Cloudbeds reservation folio.

How to Add an Upsell Order to Cloudbeds

1. Confirm that the correct reservation is assigned to the Upsell Order.
2. Select Post to Folio or Fulfill.

How to Automatically Post to Folio

Upsell orders can be automatically posted to Cloudbeds if a valid reservation is detected for the customer when placing an order. To enable this, navigate to Upsell > Settings.

Void / Refund

If a guest requests a cancellation, or an item was ordered and isn't available, you need to cancel or refund the order. When an order is canceled or refunded, the following occurs:

• All admin users receive a cancellation/refund order email notification.
• The guest receives an order cancellation/refund email.

Cancel or refund options will be available for an order depending on the payment method. Room Charge orders do not have any payment captured and can be canceled. Credit Card orders already have payment captured and must be refunded or partially refunded.

Room Charge Void

When a room charge is voided, the charge(s) for the order are completely removed from the reservation folio.

Credit Card Refund / Partial Refund

When a credit card order is refunded or partially refunded, the following occurs:

• If a full refund is issued, the charges for the order are completely removed from the reservation folio.
• If a partial refund is issued, the charges are removed from the folio and a new charge is added to the folio with an additional line item for the refunded amount (a negative amount).

Remove from Folio

At any time, the Remove From Folio button is available. This will remove the charge(s) from the reservation folio. Use this if an incorrect reservation was specified or any other correction is needed.