Paying for a group of properties

In plain words

One Connect App in Cloudbeds can hand MAYA every property your Cloudbeds login covers. You pay for them one at a time (the screen says Property 2 of 3), the same card is offered for each, and each property is its own subscription, with its own billing period, rules and settings. Not now parks a property until you are ready, and the Billing page is where you pick it up.

How a group arrives

If your Cloudbeds login covers several properties, one click on Connect App in the Marketplace connects all of them. You create one MAYA account (or sign in to one you have), and every property attaches to it with you as its Hotel Admin. All of them start in simulation. From maya-rms.com directly it works the other way round: you pay first, then connect one property at a time, and a Cloudbeds login that covers several properties is refused at the connect step, after you have paid. So for a group, start with Connect App in the Marketplace, before paying anything. If you have already paid on maya-rms.com and the connect step tells you "MAYA signs one property up at a time right now", email us rather than starting again from the Marketplace, which would add your properties beside the one you paid for.

Property 2 of 3

After you create your account, the payment screen comes up for the first property, headed with its name and "is connected". Above the heading a small line reads Property 1 of 3. You pay, and the same screen returns for the next property, Property 2 of 3, and so on. Properties come up oldest first, by when Cloudbeds handed them over.

A property you set aside with Not now counts as done for the numbering, so after skipping the first the next reads Property 2 of 3, not Property 1 of 2.

While the payment screen is up, MAYA reads the booking history of the property on screen. One unpaid import runs at a time, for the property you are looking at, so the next property's history starts loading when you reach it.

One card, one subscription per property

Every property in the group bills on one billing account in Stripe, so the card taken for the first is offered again for each of the others. You can pick it from a list rather than typing it again. The Terms line above Stripe's pay button says so: your card "may be charged for room-count changes and offered for your other properties".

Each property is still its own subscription:

Its own bracket. Two 15-room properties are two subscriptions at $5.50 a room, not one 30-room property at $5.00. Brackets are never pooled, and there is no group discount beyond what a code grants.
Its own invoice. One invoice per property, each on its own renewal date. There is no combined invoice.
Its own billing period. Each property's payment screen has its own Monthly and Yearly buttons, so one property can be monthly and another yearly.
Its own trial. Each Marketplace property gets the 7-day trial at its own checkout.
Its own rules, limits, team, settings and simulation state. Going live on one changes nothing on another.

To switch one property between monthly and yearly later, open that property's Billing page and use Monthly or yearly. It switches that property only. In a Cloudbeds Marketplace group, only someone who manages every property on the owner's billing account can switch, because the switch charges or credits that account. A General Manager or Hotel Admin of only that property sees "This property is billed on the group owner's account. Ask the owner to switch it." Switching between monthly and yearly says what a switch charges.

Two properties, one owner

Sam owns The Harbour Inn (20 rooms) and a 15-room guesthouse, both in Cloudbeds. One Connect App brings both over. Sam pays $110 a month for the inn as Property 1 of 2, then $82.50 a month for the guesthouse as Property 2 of 2, choosing the saved card. Two subscriptions, two invoices, two trials, one card.

Different cards or different companies

Different cards: yes, when you pay. Once you have paid for one property, Stripe's page for the next offers the same card, and you can type a different card there instead. That property is then charged to the card you paid for it with, and it keeps that card when you later save a new default card. Both cards are saved on the same billing account. To move one property to a different card after you have paid for it, email us.

Different companies: not inside one group. Every property you pay for through the Cloudbeds Marketplace bills on the same billing account in Stripe, the one that belongs to your MAYA login. That account has one billing email and, if you add them, one billing address and one business tax ID. So each property gets its own invoice, but every invoice is addressed the same way.

Billing a property separately. From the screens, a Marketplace property goes on a different billing account only when someone else pays for it from their own MAYA login.

Before your group is connected, the other company can connect its property itself. Someone there clicks Connect App in the Cloudbeds Marketplace with a Cloudbeds login that covers only that property, and creates their own MAYA account. Once they pay, it bills on their account with their card. They can invite you from its Team page, so it also appears in your Property selector.

Once the property is on your MAYA account, there is no screen to move it. Connecting it again from another login leaves it where it is, and a restart after cancelling uses the same billing account. If you have not paid for it yet, set it aside with Not now so nothing is charged. Either way, email us and tell us who should pay for it.

Not now

Under the pay button, a link reads Not now, followed by "set this property up later". Beside it a small ? says "You can come back to it from Billing any time." Clicking it skips the property: it leaves the payment queue, its history import pauses where it is, and the next property comes up. Nothing is charged for a property you set aside, and it does not appear in the Property selector until it is paid for.

The link is offered only while another property is waiting to be paid for, or one is already set up. Setting aside the last property with nothing live would leave you on a payment screen with nothing to pay for, so on that property the link does not appear. Only a General Manager or Hotel Admin can set a property aside.

If the property cannot be set aside, a message above the pay button says why:

"This is the only property left to set up." The last property cannot be set aside. Pay for it, or leave the page.
"This property is already set up." or "This property is already paid for." There is nothing to set aside. Reload the page.
"This property isn't waiting on a Marketplace setup." It did not come from the Marketplace, so there is nothing to park.
"That property isn't yours." Sign in with the account that claimed it.
"This needs General Manager access or higher on this property." Your role on this property is below General Manager. Ask its Hotel Admin or a General Manager to set it aside.
"That property no longer exists." Reload the page.

If the request itself does not go through, the same place shows one of these instead:

"Something went wrong on our side. Try again in a moment." MAYA could not finish the request. Try again in a moment.
"Couldn't set that aside just now." The request failed and no reason came back. Try again.
Your browser's own words, such as "Failed to fetch" or "Load failed". The connection dropped. Check your internet connection, then try again.

Picking it back up

Open Billing from any property you have set up. At the bottom, a section headed Properties not set up yet lists each parked property with "Set aside" and the date, and a Set up button. Click it (it reads "Opening…") and the payment screen opens with that property first. If it fails: "Could not pick that property back up." or "Could not reach MAYA. Try again."

Billing for a group

Each property has its own Billing page, showing only that property's subscription. The whole group bills on the owner's one account in Stripe, and the full billing portal would show every property's subscription. So a General Manager or Hotel Admin of one property who does not also manage every other property on that account gets Cancel this property instead of Update card, receipts & cancellation. It opens Stripe's screen for cancelling that property's subscription only. The other properties keep running.

The card is the owner's to change. It sits on the owner's billing account and pays for every property there, so the page says "The card is on the group owner's billing account. Ask the owner to update it." and offers no card button. There is no invoice list on the cancel screen, and no switching between monthly and yearly: the Monthly or yearly section says "This property is billed on the group owner's account. Ask the owner to switch it." For those, ask the owner, or email us. If Stripe refuses the cancel screen, the page says "Cancelling isn't available here right now. Ask the account owner, or try again later.", and never opens the full portal instead.

The owner who paid, being Hotel Admin of every property, opens the full portal and can see every subscription there. The billing page covers what each section means.

If the shared card fails

The properties do not all stop at once. Each one is charged on its own renewal date, so a failing card fails one property at a time, as each renewal comes round. Each property then follows its own path: "Payment overdue" while the bank retries, with MAYA still working on it, then "Unpaid" and stopped if the retries run out. A property whose renewal has not come yet keeps running as normal.

The card belongs to the owner's billing account. The owner adds a working card in the full portal and saves it as the default. Only the owner can: a General Manager or Hotel Admin of one property asks the owner. Every property on the old default card then moves to the new card, and each one that is overdue ("Payment overdue" or "Unpaid") is paid with it straight away when its payment first failed within the last 30 days. A property paid for with a different card at checkout keeps that card. If the owner had no default card before and the properties were paid for with different cards, none of them moves: the owner emails us which properties to move onto the new card, and we move each one. Read Moving to another card. Cards, payments and invoices has each step of a failed payment.

Cancelling one property in a group

Cancelling one property's subscription leaves the others running. For a connected property, the owner cancels it from the full portal on their own Billing page. A General Manager or Hotel Admin of only that property clicks Cancel this property on its Billing page, which opens Stripe's screen for cancelling that one subscription. If the property has not been connected yet, the payment screen carries a link Manage billing or cancel for that property's name, which opens Stripe straight onto cancelling that one subscription. Cancelling, restarting and leaving has the rest.