Cloudbeds Reviews

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.

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.

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.

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.

Pros

It comes with a lot of features which makes it feel like a very well integrated system.

Cons

The support team has been helpful but the follow up hasn't been as consistent as it is in other departments like Compliance.

Pros

Running everday hotel operations feels much more manageable with this siftware because it combines everything into one system. The online access is especially helpful since I can review things and make reservations from our main corporate office without needing to be at the property every day. It really helps keep everything organized when I'm not on site. Another big plus is that they continue to roll out new features and make ongoing improvements which has been really valuable.

Cons

Because there are several different ways to complete tasks the system can feel a bit overwhelming at times. I'm also not a fan of how cancelled reservations are handled and I'd prefer a simpler way to have them zeroed out.

Pros

They tried to charge us even though the services were never actually provided.

Cons

The sales rep was excellent but after that the whole experience went downhill.

Pros

It comes with a wide range of features and functions and many of them are genuinely useful. Some parts of the system are also simple to use which makes daily tasks a lot more manageable.

Cons

Support is where it becomes frustrating. The customer service process feels overly complicated and takes far too long especially since there's no phone number to call for quick help. Instead you have to report the issue by email, wait for a confirmation and then wait again for a response. Everything is handled through email and sometimes the reply doesn't even address what you actually need. When you're running a busy business and need problems resolved immediately, waiting days for help is not practical at all and creates a lot of unnecessary stress.

Pros

A really good software that lets me handle reservations remotely and manage everything without having to travel anywhere. It's a solid tool and has been very useful for me.

Cons

At the moment I haven't run into any issues with this software.

Pros

This isn't the cheapest PMS out there but from a UX standpoint it's definitely one of the cleanest solutions I've used and the support is outstanding. You really do get what you pay for.

Cons

I don't have anything major to complain about. It's a really solid PMS... if I had to point to anything then... maybe the price.

Pros

One thing I appreciate most about it is how secure and user friendly it feels. Also it is simple to work with and the Channel Analytics feature has been especially helpful.

Cons

There's really nothing I dislike about�this software. The only thing I'd suggest is adding some new updates from time to time.

Pros

Their sales team came across as friendly and proactive which is what convinced me to sign up with the company.

Cons

Using it has not been easy, also updates and fixes happen very slowly and the customer service has been terrible.

Pros

Running a 25 room boutique hotel, I feel like Cloudbeds puts everything we need into one clean, well-organized system. Also the platform is very easy to use and it doesn't take long to learn the features as you can even teach yourself in less than a day. Every screen has helpful instructional videos that explain the tools right where you are which makes training much easier. They also have Cloudbeds University if you want a more step by step training option. Honestly none of my employees has needed more than a few hours to get comfortable with it. One thing I appreciate is that the software is designed more around the guest experience than just the property itself and it includes several tools that make check-in simpler for both staff and guests. The customer support though, is probably the best part of the whole service. Problems with the system are very rare but we did have a major slowdown and outage one Saturday afternoon. I clicked Get Help and within minutes I was connected to a live agent. They stayed on top of it and even emailed me directly once everything was fixed. That level of follow-up is something I definitely haven't seen from several bigger companies I have worked with before. I would absolutely recommend it to anyone looking for easy to use, cloud-based software to manage their property.

Cons

One thing I'd still really like to see is a way to store guest vehicle or license plate details. There is a Suggest a feature option and I have used it but it feels a lot like dropping something into an online suggestion box. There's no real indication that anyone has seen it or that the idea is actually being considered for the product.

Pros

I find it very user friendly and it connects well with different booking channels.

Cons

Overall I am happy with just about everything. The only possible downside is the pricing for some of the additional service integrations.

Pros

Cloudbeds really brings a strong automation approach to what can otherwise feel like a one person operation. Their idea for managing company assets is impressive and it helps streamline daily work in a practical way. The market still feels wide open for growth and the platform seems to have plenty of room to keep developing as well.

Cons

I think one area that could be improved is expanding integrations and upgrades around features like door access and power control through mobile phones. Hotels could get even more value from the property if there were better solutions in that area. At times�the platform�feels more advanced than what some properties are ready to handle so direct operator coaching would help a lot. That said this is not really�the company's�fault.

Pros

Having everything in one platform is convenient and the system itself is fairly simple to navigate.

Cons

I feel like the payment processing side is nowhere near acceptable. Although�it�connects with Stripe, that integration feels incomplete and still leaves a lot of manual back-office work just to confirm a reservation after a payment clears. One of the main reasons we signed up for�it�was to reduce manual admin but later we realized there are still too many tasks that have to be handled by hand. Needing manual confirmation in a tech-driven environment is disappointing especially when we expected automation from a digital all-in-one PMS. Here's a typical example when a guest makes a booking and chooses to pay by credit card, it sends them a pending confirmation email while Stripe handles the payment verification and then the process just stops there. My team has to return to�the system, review every successful transaction one by one and manually confirm each guest so they can receive the proper confirmation email.�Also it�should automatically change the guest status from Pending to Confirmed and send email once Stripe confirms the payment but at the time of writing, that still has to be done manually by the property. On top of that if a credit card payment fails Stripe verification,�it�does not retain the customer's information so we can follow up and offer another payment method. If the payment fails, the guest details basically disappear.

Pros

Running a hotel is much more manageable with Cloudbeds. We use it to handle all of our assets in a hospitality setting and it keeps every room organized, clear and easy to access. It also connects with other programs which makes instant booking possible and it takes care of tasks for us too, like automated emails and responses. I'd definitely recommend it.

Cons

One issue we ran into with�the platform�was the learning curve at the beginning which felt a little steep. There were also a few features we needed that weren't available at first but after reaching out to the support team, they were actually willing to add them into�the system.

Pros

Getting started with it was quick because the system is user friendly and simple to learn. The onboarding process moved fast, the Channel Manager works really well and the support team has been excellent whenever needed.

Cons

A few limitations still stand out such as it isn't available in German, there's no accounting integration and the invoice format cannot be customized.

Pros

It has been quick to navigate and simple to work with. It saves me a lot of time and the range of features has helped increase my bookings. My hotel is running more efficiently and bringing in better profits than before. On top of that their support team has been fantastic. I'd absolutely rate Cloudbeds 10/10.

Cons

Honestly it's difficult to point to much that needs improvement.�The platform�feels like it offers some of the best technology available. I chose the Premier Package and I regularly get updates about new or improved features I can use. It's reassuring to see they keep innovating instead of standing still.

Pros

The connection with third-party channels works really well. It would be better if there were less manual work between systems but that's not something Cloudbeds can fully control since part of it depends on the outside platforms too. The online booking widget and site are very reliable. They're customer-friendly and we have barely had any calls from guests who couldn't figure out how to complete a booking. The calendar is also fairly easy to use and shows more than 80% of the information I need on a typical day.

Cons

A big frustration is that there's no integration with a credit card swiping device. For walk-ins or when an existing reservation needs a card updated, we have to key in the card details manually. That takes extra time and also costs us thousands more per year in processing fees since keyed-in cards are 1% higher for us than swiped transactions. There's also no mobile app so you're stuck using the website which isn't very mobile-friendly. Another weak spot is adding items to a reservation. Entering items into�the system�itself is quick but attaching them to a reservation is far too click-heavy. I mean 7 clicks if you're already in the folio and up to 10 if you're starting from the calendar. It's a real time drain especially since we sell a lot of small items in our on-site store.