Syncing and your data

• Your property profile: address, policies, amenities, photos, taxes and fees, payment methods, channels and custom field names.
• Room types and rooms.
• Reservations with stay dates, nightly rates, channel, status, party size, totals and balances, and the guest’s country.
• Rates and availability for the next 12 months.
• Payments and charges from the accounting ledger.
• Items, add-ons and packages you sell.

Hotelmente also adds public holidays and daily exchange rates.

Guest names, emails and phone numbers are not copied into Hotelmente; reservations keep only the guest’s country. Descriptions of payment lines, which can carry card details, are not kept. The content of custom fields on reservations is not read.

No. Syncing only reads. Hotelmente never creates, changes or cancels reservations, rates or payments in Cloudbeds, and the key only needs read access. Your staff can keep working in Cloudbeds while a sync runs.

The first sync loads about two years of history, so every date in the past 12 months can be compared with the year before, plus the reservations already on the books for roughly the next 13 months. It also loads rates for the next 12 months and the payments ledger. It is the longest sync and usually takes a few minutes. You can see each step while it runs.

Yes. When you open the app and the last sync is more than 10 minutes old, Hotelmente brings in everything that changed in Cloudbeds since then. It is a changes-only update, not a full reload, so it is quick. A banner shows Updating from Cloudbeds with the current step, and pages update when it finishes.

Sync now, at the top of every page, updates only what changed since the last sync, and only the data behind the page you are on:
- Pricing: rates and reservations.
- Financial, PAY and FACTURA pages: payments and reservations.
- Frontdesk → Concierge → Sales: the add-ons catalog and payments.
- Property info and Account info: the property profile.
- Other pages: reservations.

It is quick, and the page updates when it finishes.

Both are under Your data in AI settings.
- Sync changes brings in everything that changed since the last sync, for every page at once.
- Full sync (2 years) reloads the complete history. It takes a few minutes; use it rarely, for example if you changed many past reservations in Cloudbeds or something still looks out of date after a normal sync.

Yes. Every night, Hotelmente brings in everything that changed since the last sync, including holidays and exchange rates. Once a week, it runs a full two-year reload instead, to catch anything a changes-only update could miss. Hotels are synced one at a time overnight, so there is nothing for you to do.

• Every night: everything that changed in Cloudbeds, plus holidays and exchange rates; once a week, a full two-year reload.
• Every 5 minutes: Frontdesk → Housekeeping reads each room’s condition from Cloudbeds (with Hotelmente AI).
• About every 6 hours: Social Media results (followers, reach and post results), when Facebook and Instagram are connected.
• Every hour: Website Analytics from Google Analytics.
• Every week: competitor prices, the Competition heads-up alerts and Google ratings (with Hotelmente AI), and Guest profile.

Automated posts are prepared and published at their time by themselves. For anything else, click Sync now.

Hover over Sync now at the top of any page to see when the last sync ran. The Account info overview and Your data in AI settings show it too. Data is as of that moment. Opening the app refreshes it when it is more than 10 minutes old, and Sync now refreshes the page you are on.

While a sync runs, a banner under the page title says Updating from Cloudbeds, or Full sync from Cloudbeds for a full reload, with the current step, such as Reservations with how many are loaded. Sync now is paused until it finishes. You can keep using Hotelmente. If a sync fails, a red banner shows Last sync failed with the reason.

Property profile; Rooms and room types; Reservations (the longest step); Rates and availability; Payments and charges; Add-ons and extras catalog; Saving today’s on-the-books snapshot, used for pace; and Holidays and exchange rates. A Sync now only runs the steps for the page you are on.

Owners and managers. Viewers do not see Sync now, but they still benefit from the sync when the app opens and the nightly sync.

Each hotel has its own space in Hotelmente, with its own database for the synced copy and its own encryption key for saved keys and settings. One hotel’s files cannot be decrypted with another hotel’s key. The copy exists so every page opens instantly without asking Cloudbeds each time.

About two years back from today, which the weekly full reload keeps current, plus reservations on the books for roughly the next 13 months and rates for the next 12. Daily on-the-books snapshots build up from the day you connect, which is what pace against last year uses.

Your data stays in Cloudbeds, which remains your system of record, so you can always export from there. In Hotelmente you can download your photos as ZIP files and any uploaded file from the Media Folder, and your reviews as a CSV file from Reviews (guest initials only). Hotelmente PAY and Hotelmente FACTURA have Download CSV for their transactions, invoices and taxes. There is no full export of Hotelmente AI data today.

It deletes Hotelmente’s copy of your data, but keeps the Cloudbeds connection, your team and your subscription. Along with the synced data, what is stored with it in Hotelmente goes too, such as saved AI analyses, photo captions and tags, the amenities checklist and Action Center states. Nothing in Cloudbeds is touched.

Only an owner can do it, from Your data in AI settings, by typing DELETE, and not while a sync is running. Sync again to bring the data back.

• Disconnect: syncing stops and the saved key is deleted; the synced copy stays until you delete it.
• Subscription ends: products switch off; data and settings stay until an owner deletes them.
• Delete hotel account: everything in Hotelmente for that hotel is deleted permanently.

In every case, nothing in Cloudbeds changes.

Common reasons:
- Timing: Hotelmente shows data as of the last sync. Click Sync now.
- Currency: amounts are shown in US dollars by default, converted with daily exchange rates. Choose your property system’s currency under Exchange rates in AI settings.
- Cancellations: occupancy and revenue count confirmed, checked-in and checked-out stays, not cancelled ones or no-shows.
- Commission: what you keep uses estimated OTA commission until you enter your real rates.
- Periods: compare the same dates and the same measure, such as stay dates rather than booking dates.

If a past change is still missing, run Full sync (2 years).

The date and time of the last sync. After a full sync, how many reservations, ledger lines and rate rows were loaded. After a changes-only update, how many reservations changed and when the last full reload ran.

No. The data from the last good sync stays available on every page. Most failures are temporary, for example Cloudbeds was busy. Try Sync now again, and if the key stopped working, an owner can test or replace it in AI settings.

Hotelmente shows data as of the last sync. Click Sync now on Reservations or the Overview to bring in what changed. New bookings also arrive with the nightly sync.

Only one sync runs per hotel at a time. If one is already running, a second click joins it instead of starting another, and everyone sees the same progress.