“convenient shift notes”

Pros

The calendar view is really decent especially when I need to drag bookings around and make quick changes. Also it makes it simple to leave notes for the next shift, whether it's about late check-ins, extra towels or other small details that need to be passed along.

Cons

Two-factor authentication can slow things down a bit. I've also noticed some lag during busier times particularly when switching back and forth between our two accounts.

“Packed with good features”

Pros

Right from the start Cloudbeds has felt incredibly complete. They've clearly put a lot of thought into the small details that help a hotelier run the business well from one platform. They were also willing to work with us on pricing which made it a practical fit for a small hotel like ours. The customer support has been exceptional throughout. My technician was fantastic during the setup process and provided outstanding help every step of the way. We've also been able to add dining charges from our restaurant and create reservations without any hassle. I honestly couldn't recommend it more highly.

Cons

Nothing comes to mind at this point. It's been an excellent experience overall with both the team and the product.

“Helpful support when needed”

Pros

Whenever I need help, the support is there. They has been excellent as a rep and has walked me through everything I've needed to learn how to do.

Cons

We only recently started using the groups feature so parts of it are still a bit confusing but I have a very helpful rep who always assists me. At times when a reservation comes in from Booking.com, we still have to double-check that it gets assigned correctly on the live calendar.

“modern features that keep improving”

Pros

They're constantly introducing new products and features which helps the platform stay current with industry trends and the latest technology.

Cons

My only concern is the cost. Once the monthly subscription, add-ons and payment processing fees are included, it becomes a fairly major monthly expense for our small hotel.

“Reliable and user-friendly platform”

Pros

It is very easy to use and the interface is simple to understand. Also it has been dependable and consistently delivers accurate information which makes day to day operations much more efficient.

Cons

One frustration is that support can take too long to respond to and resolve urgent issues. In hospitality where timing matters a lot, those delays can affect operations and the guest experience directly. Also I think the onboarding process could be better. More structured and proactive training for new users and managers would help teams get the most out of the system right from the start.

“Excellent value for boutique work”

Pros

Running a boutique property with it has been a really positive experience. The PMS and booking engine fit our needs very well and the overall value for the price has been excellent. Customer support has been goof too and the help article library is very useful when we need answers quickly.

Cons

The thing I would still love to see is a dedicated support contact. It would be much better to work with someone who understands our property, is familiar with our past issues and can provide more personalized assistance.

“User friendly from day one!”

Pros

Right from the beginning it felt very flexible and simple to work with. The hotel management system is really user friendly and getting around the platform came naturally almost immediately.

Cons

One thing that stood out on the downside was that a few of the more advanced reports took a bit more time to customize than I expected. Even so that small inconvenience is outweighed by how user friendly the software is overall.

“Accessible platform for hospitality”

Pros

The software felt very easy and user friendly which is impressive given how many features it offers behind the scenes. The way everything works together actually makes operational sense from reservations and channel management to payments and reporting. That cuts down a lot of the usual friction hospitality teams run into when juggling multiple systems.

Cons

A limitation is that payment processing in developing countries still depends on third party integrations and we would rather be able to use the softwares payments directly.

“Helpful support”

Pros

Effective to use and genuinely useful in daily work. The platform keeps getting better with ongoing improvements and the customer support team has been helpful whenever needed.

Cons

Something I'd still like to see is better speed since the software can feel a bit slow at times. There are also additional features that would make it even more helpful and reporting could be stronger although it does seem like they're actively working on that.

“Great booking tools!”

Pros

Has been an excellent tool overall. The interface looks really good and feels very easy to use. It's also a big plus that customer support is consistently available and getting answers to questions is usually quick and simple. The booking management works very well and the "Whistle for CB" feature is especially useful because it helps me stay connected with guests at all times. On top of that the wide range of channels available through the channel connection adds a lot of value.

Cons

An improvement I'd really like to see is stronger reporting functions. It would be much more helpful if reports could be run with a more detailed and itemized view so managing daily operations becomes easier and more effective.

“steadfast partner with innovation”

Pros

I've been with this software since the very beginning and I'm truly thankful for how they've supported my business and ministry over the years. During Covid they really stepped up and gave me grace around the financial strain of that difficult period. That kind of selfless support showed me they were committed as a real partner not just a software provider. Their ongoing innovation and the platform's consistency continue to stand out the most to me.

Cons

One area that still needs improvement is customer service. I was recently assigned a new account manager and I'm very thankful for that but the turnover has been tiring and concerning. Relationships matter especially in hospitality. Without hospitality partners this software wouldn't exist. When urgent issues come up the level of immediate support still isn't enough.

“user friendly and simple”

Pros

Getting around the software is simple and the system feels very user friendly overall.

Cons

There's no option to sort individual dates and it isn't very convenient to find specific data for DAI.

“All in one features, weak reporting”

Pros

It works as an all in one platform for PMS, channel management and guest communication which is definitely useful. The support team is available around the clock even if the help itself is not always as effective as it should be. The calendar and dashboard are also well done and pleasant to use.

Cons

Using the software can be painfully difficult at times. The reporting side feels surprisingly limited especially compared with Hostaway which did a much better job there. Every reservation coming in from an OTA shows pending balances for us on Channel Connect and that creates problems for bookkeeping. Airbnb reservations also do not balance out automatically even though that setup is the same for everyone so it has to be handled manually. Cancellations need to be corrected by hand as well otherwise they continue to appear as paid. Google Hotel Ads has also been a disappointment because it still is not working for us. That was one of the biggest reasons we signed up so I would strongly suggest asking very detailed questions about it during the sales process.

“reliable support for our hotel”

Pros

Whether I'm on desktop or using the mobile app this is very simple to work with. The service has been incredible as well someone is always available, always helpful, patient and well informed. It has truly become the lifeblood of our small hotel.

Cons

Honestly there's nothing I can really complain about. It covers everything we need and even goes beyond that.

“Too many bugs”

Pros

It's fairly easy to use and everything is bundled together for a price that still feels reasonable.

Cons

There are far too many bugs, no phone support at all and the online support has been disappointing. Other than that they seem more focused on pushing extra products or services that don't even work properly instead of improving what's already in place.

“reliable support for hospitality”

Pros

Right from the start it has felt like a dependable platform that brings leadership and accountability into hospitality management. It has consistently been a strong support system throughout my journey especially when it comes to improving business performance through daily operational help. It also makes handling customer inquiries and complaints much more manageable.

Cons

At one point we ran into problems with bookings because new entries were taking too long to load which disrupted our schedule. Thankfully the support team stepped in and resolved the issue.

“support circles and login panic”

Pros

Getting started with it was a really positive experience. The customer service team was excellent during signup and that level of support stayed consistent for about the first year.

Cons

Lately getting help has been incredibly frustrating. The live chat just sends me around in circles and keeps pointing me to links instead of actually resolving anything. Right now I can't even log into the platform and I'm stuck waiting for someone to reply to my email. It creates a real sense of panic because I have customers trying to book and I can't access the system to make reservations or even check availability.

“helpful quickbooks integration!”

Pros

Being able to connect it with QuickBooks is a big plus and the support team has been very helpful whenever needed.

Cons

There's no 'click and drag' option for reservations and a few features feel more complicated than they should be.

“good onboarding, frustrating support load”

Pros

From the beginning the people handling sales, onboarding and setup were incredibly friendly. They were well informed and supportive throughout the process of getting everything up and running.

Cons

At the same time the information around hidden charges and certain features feels unclear and a bit questionable. As with any platform issues are bound to come up but having to open 2 to 3 support tickets almost every day just to sort things out has been really frustrating.

“constant outages and blackouts”

Pros

At its best it works reasonably well but some features feel pretty useless like housekeeping. There's also no proper app, just a web app and that doesn't perform very well.

Cons

Since November 2023, the system has been plagued by frequent outages. Almost every day some kind of technical problem comes up and about once a month, there's a blackout that lasts for hours. When that happens, there's absolutely no connection at all.