Customer Support

The first thing to do is ask the customer for their Cloudbeds property ID, which is in the URL:

Take that number and save it on the PMS integrations page:

Then, ask the customer to go to Settings &gt; General and click the Connect your Cloudbeds Account button:

They will complete the login and authorisation. Depending on how much data there is, the initial import can take up to an hour, but it’s usually around 10ish minutes. Refresh the Guests &gt; Guest list page every so often to check.

When the guest orders something in Guest Engagement, the update is recorded in Cloudbeds very quickly - &lt;10 seconds.

If a staff member marks the order as cancelled in Guest Engagement, at this stage, the line item is not updated in Cloudbeds. This currently needs to be done manually.

Quantities are not observed by Cloudbeds. For example, in the order above, 3 bottles of wine were ordered, for a total price of 75. However in Cloudbeds, the quantity will always be shown as 1 with the total price of the order, rather than separate line items.

- When the guest orders something in Guest Engagement, the update is recorded in Cloudbeds very quickly - &lt;10 seconds.
- If a staff member marks the order as cancelled in Guest Engagement, at this stage, the line item is not updated in Cloudbeds. This currently needs to be done manually.
- Quantities are not observed by Cloudbeds. For example, in the order above, 3 bottles of wine were ordered, for a total price of 75. However in Cloudbeds, the quantity will always be shown as 1 with the total price of the order, rather than separate line items.

Cloudbeds integration details

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Access / licencing	Customer needs to have a CB package that includes CB marketplace access - some existing customers might need to upgrade their package - prices vary by region
Reservation refresh timings	Reservations are refreshed hourly, however this does not include all data. Only data relating to the reservation - eg. dates, status, etc - are updated hourly. Any data relating to the guest profile, eg. email address, is only refreshed in the overall once-per-day refresh. This can have ramifications in some cases, eg. where a guest updates their email address during GJ checkin.
Guest Engagement modules	Upsell; includes live availability check for room upgrades; all offers must be mapped to an equivalent product in CB for billing purposes Check-in See detailed info here
Average BAU time	Fast, as it is customer-initiated and automatic - no other human intervention (eg approvals, connections, etc) are required The connection time is <1hr (including initial data download) Then the customer will need to map their current offers to products in CB. This is very quick to do, maybe 20 seconds per offer once they know what to do.

Integration Details

How to connect

Known issues & solutions, and notes