Cloudbeds

Pros

It is easy to use on the desktop or mobile.... and the Service is amazing.. Always available. Aways helpful and patient... Always knowledgable... It is this life blood of our small hotel

Cons

nothing really... it meets all our needs and then some!

Pros

Enables integration to Quickbooks, very good support team

Cons

no reservation with click and drag, some features are complicated

Pros

It serves as an all in one PMS, channel manager, and communications hub. Support is available all the time despite not always being the most helpful. Nice calendar and dashboard.

Cons

The software can be painfully unintuitive. Reporting is oddly very lacking. Hostaway had much better reporting, which to me is a surprise. Each reservation coming from an OTA has pending balances (we are on Channel Connect) which isn't good for our book keeping. Airbnb which is the same for everyone doesn't get balanced out automatically, you have to do this manually. You also have to manually rectify cancellations otherwise they will show as paid. Google Hotel ads isn't working, be wary about this on your sales call because this was a big reason we joined, but so far we have no idea how this works.

Pros

There is a sense of leadership and responsibility found in Cloudbeds. It has for a long time served as an umbrella in my hospitality management journey. Chiefly, Cloudbeds optimize business performance through its daily assistance in operations. It is also easy to deal with customer complaints and inquiries.

Cons

I had issues with bookings. It was slow to load new entries which affected our schedule. The issue was attended by the support team.

Pros

Ease of use and integrations with OTAs. Rapid rate of feature udates.

Cons

It's very expensive and somewhat glitchy at times. Missing native Xero/Quickbooks accounting integration.

Alternatives Considered

Pros

Customer service was great when I signed up and it was great for about a year.

Cons

You can't get help. When you do the live chats they just keep taking you in circles. Sending you links to go to . I cant even get into my cloudbeds now and am just waiting on someone to respond through a email . Such a panic feeling and I have customers waiting to book and can't get in the system to book or see whats available .

Alternatives Considered

Reasons for Switching to Cloudbeds

Pros

The original sales rep in 2020 [sensitive content hidden] was amazing. So supportive, happy to help and fix any problems. Once he left you couldn't get any help in Australia

Cons

The customer service support team is a joke. There is no support and defiantly don't try and add two separate properties to one account

Alternatives Considered

Reasons for Choosing Cloudbeds

Switched From

Reasons for Switching to Cloudbeds

Pros

When it functions it is pretty ok but has some features that are worthless - E.g. housekeeping. There is no app, but a webapp that does not perform well

Cons

Since November 2023, there have been a lot of blackouts - Almost daily, there are some kinds of technical issues, and monthly, you can expect a blackout that lasts hours. And then there is absolutely no connection whatsoever.

Pros

Exceptionally amiable and skilled individuals are responsible for sales, customer onboarding, and helping you begin.

Cons

The details regarding hidden fees and functionality are vague and somewhat dubious. Like any software, problems emerge, but it feels like I've had to submit 2-3 support tickets daily to get issues resolved.

Pros

Many features making it a ver integrated system

Cons

Support area has been good but not the follow up that other areas like Compliance do

Pros

Cloudbeds works really well at organizing all of our reservations from different sources. It has a user friendly customer facing platform, and the platform we use is nice too. They are constantly making improvements and really listen to their customers' suggestions. I think the absolute best thing about Cloudbeds is their customer service. Really. I don't know that I've ever experienced such good customer service from a software company. Anytime I've had a problem or question, I've gotten help right away. They seem to really care about me and my business, even though we're small. They always follow up to make sure my issue is resolved and their agents have gone out of their way to help me on more than one occasion. Also, they've recently partnered with Google to put their customers' pricing and direct booking information at the top of hotel searches! I'm very happy about this as I think it will make a big impact on driving direct bookings for us. To me this shows that they are looking out for us as their customers.

Cons

There are a few clunky aspects to the software that could be improved. Setting up new base rates takes some time as you have to do it individually for each room type. Hopefully they'll find a way to improve that in the future. I've had a hard time setting up the system to automatically send a receipt to guests after they've checked out too. I'd also love it if our guests could choose add-ons when they book like adding a pet fee. It would be great if they could make this work with all of the different OTAs too, so that it's easier to collect a pet fee. Right now I have to manually go in and add this, which means the guest doesn't see their actual room price until they have checked in.

Alternatives Considered

Reasons for Switching to Cloudbeds

Pros

Very clean and well thought out user interface, and the ever present search bar is my constant best friend.

Entering reservations, taking credit card information, quickly being able to switch around within CB and open multiple tabs, I just don't feel like I'm ever stuck on a problem. Online chat has been so fast and helpful with questions, offering work-arounds, providing links to documentation, offering suggestions and options...very happy with support!

Cons

I really have found very little to complain about with this software.
1) I would like the system to move reservations which fail authorization to "Pending" status, not "Confirmed" status.
2) Connecting to the GDS needs more hand-holding (IMO), I was simply not prepared for what was required and speaking directly with a 3rd party company which is located in Italy made communication more challenging.

Alternatives Considered

Reasons for Choosing Cloudbeds

Reasons for Switching to Cloudbeds

Pros

It took me less than 5 minutes to teach my employee everything they need to be efficient in the program. It is extremely easy to switch languages depending on who the user is. It is organized in a thoughtful way. Creating reservations form, for example, can be accessed from various screens.

Cons

There are some areas where I would like to be able to set my own default. For example, when I go to the reservations page (all reservations historically and current), there is a filter which quickly gives me just the current unfulfilled (future) reservations. I would like that to be the default filter. I cannot set it as default. There are other similar filters.

Alternatives Considered

Reasons for Switching to Cloudbeds

Pros

One of the biggest Pros is that we don't have to use any 3rd party software anymore. It all works perfectly together and we are happy that we don't have to switch between different solutions for our daily workflow.
It gives us full control over the business and a great overview of our daily operations. Since we started with Cloudbeds we increased our direct bookings and our revenue. Great software which we totally recommend for others.

Cons

Not available in German language.
We would love to work with a Mobile App.
No Accounting integration - we have to export all the data and upload it into our accounting software.

Alternatives Considered

Reasons for Choosing Cloudbeds

Reasons for Switching to Cloudbeds

Pros

Helps with so many areas of the business it’s such a time saver once set-up and implemented.

Cons

If you are used to a one touch system like Square or other software, the learning curve is definitely a little longer with this system. So many steps to do the simplest of tasks instead of a one button click and ur done.

Alternatives Considered

Reasons for Choosing Cloudbeds

Reasons for Switching to Cloudbeds

Pros

Overview and control of channels and many functions

Cons

Not overviewing the actual customer price.

Pros

Make it easy for us to change price in one place

Cons

I think everything is going welland there are no significant obstacles

Pros

This software is unbelievably user friendly and has made our property function at a high level. We have every tool necessary under one hood and my team feels comfortable navigating and enhancing the system as new features are announced. Cloudbeds understands how annoying the ecosystem of technology can be for an operator such as us (three independent properties) and has been a true partner helping our growth.

Cons

Cloudbeds is formally adding new integration partners to handle very "local" needs we have in Latin America related to government invoicing.

Alternatives Considered

Pros

Nonthig customer support was disappointing

Cons

What was promised never delivered and even got charged

Pros

It starts off sounding really good. But, the onboarding is rubbish and the customer support is slow and not an acceptable level of qualified people who know how to use the platform.

Cons

I can live with a lot of the problems, but this company pretends that nothing is wrong with their product. There are lots of problems and they are ignored until they are magically fixed and then they act like it was perfect all along. Very ridiculous.

Pros

If you look for an efficient and Complete PMS, and you have a small property, this is a really good system. It is very easy to use and to implement, and there are very tools for management of sales, channels and rates that really makes difference.

Cons

The problem with the accuracy of inventory when you add or remove a room really impact the reports and overall management of the properties, and if this volatility is a reality, it will cause problems.

Pros

The system is fairly simple to learn, in spite of its MANY faults, and it's nice that it partially integrates with third party platforms like Airbnb.

Cons

Even the smallest task takes an incredible number of steps. The system is slow, which is a nightmare since everything takes so many steps. A check in takes quite literally three times as long as it did with my previous software. They devoted time and energy in development to things that do not matter (like number of languages you can email in) and completely disregarded the most basic of PMS functionality. The simplest processes like cancellations or purchases of items and services can ONLY be done manually, tediously, inefficiently, or with the additional purchase of supplemental programs.

Pros

Great UI. Huge range of features and reporting. No over-bookings ever!

Cons

Booking Portal UI and customisability is simple. Integrations to CRM and Accounting software is still in progress.

Pros

The program is both easy to use and teach to employees.
It takes all of the hard work and removes the pain that comes with accidental overbookings, something that has proven huge for our business especially when comparing to other businesses who do not use cloudbeds and have suffered because of it.

Cons

I would like more integrations with Point of Sale software programs

Pros

Easy to use, some features like the search function where you can search for a name or any reservation number, both direct and 3rd party, are good. Perfect for a small B&B or guest house where you don't manage multiple rates and room types as this system cannot handle it. Definitely not suitable for hostels, even though they advertise this way - you will need to set up and manage each and every bed you have in the hostel separetly, no bulk set up possible.

Cons

Constant issues with performance, the system is often down for periods of time and always in the middle of the day when we have guests checking in and out. The support team are only vaguely knowledgeable in the system and will send you replies from a script rather than looking into the cases properly, they churn out auto-replies all the time. It's obvious they don't use the system and don't know it well. There is no revenue management functionality, you can only have 1 rate mapped to channels and they work on product level, not rate level - so you can't even close out a rate type, only the entire room type. No possibility of setting up any policies - you can only add text. No group functionality and no proper tax set-up. Reporting very poor, there are a total of 26 usable reports, of which only 6 pertain to revenue management and there's no pace report, which is a basic revenue report. No proper bulk update tool for rates, again, it works on product level so you can only do 1 room type at a time (unless you sell all your rooms at the same rate, which is unlikely).

Pros

They have a turnkey solution, although many other PMS providers have it as well.

Cons

By far the biggest issues relate to very poor service. When you eventually reach a support person they are very nice but its so hard to reach anyone when you actually need help. Let me put it this way, we've used Cloudbeds for over two years and have spent the last three days trying to get help from Cloudbeds in merely identifying which report to use, and which line item to use to determine total gross revenue. A seemingly rudimentary question which takes hours of being on hold, finally reaching a junior rep who points us to room revenue (which is not total revenue), another points us to total payments, another points us to total debits, all of which have worked for the company for under 5 months. So when asked to respectfully transfer us to someone senior or experienced with cloudbeds we spend 25 minutes on hold only to be told that nobody is available. Its just so frustrating when trying to run 4 businesses and we can't even get a straight answer on our "total revenue" for a basic PL report we are trying to produce but have now spent 3 days trying to finish.

Pros

Had a lot of different features and functions that were very useful and some simple to use

Cons

The customer service is far too complicated and takes too long. There is no phone number so you can never just call a person and quickly get help over the phone. You need to log your problem by email then you have to wait for a confirmation then you have to wait for a response and all communication is done by email and sometimes the answer is not what you are actually looking for. This can take days which is just not use a friendly, and appropriate when you are running a busy business that needs problems sorted right away. Can cause a lot of stress!

Pros

Cloudbeds is an all in one system which makes running the day to day operations easy. I love the online program so that I can check on items and make reservations from our main corporate office. It helps to streamline as I am not at the hotel everyday. They are always creating new features and working on improvements which is great.

Cons

The program can be daunting to use as there are many ways to complete items. I also do not love the way their cancelled reservations work as I would love to see them zeroed out in an easier way.

Pros

Cloudbeds is one of the simplest and easiest to use systems to carry out the good organization and management of our reservations. We really like your team's commitment to help solve problems. We are definitely happy to have them as Support tool.

Cons

Sometimes its interface has some complications, but it is enough to contact the support area so they can help you solve it.

Pros

They are not reputable and allow others to transfer your account with authorizing

Cons

THIEVES, they allowed someone to transfer my account without my approval and authorization. STATING THEY HAD "documents" THERE ARE NO DOCUMENTS, NO APPROVAL, NO AUTHORIZATION, they have gone against their own company policies. The person they transferred my account stole this and CLOUDBEDS ALLOWED it.

Alternatives Considered

Reasons for Switching to Cloudbeds

Pros

Multi channel integration options are pretty good.

Cons

Cloudbeds software is buggy especially when it comes to your property availability. Sometimes we'll notice days on your calendar that are blocked off for no reason. The customer support is the worst part about cloudbeds though. You can only message them through live chat or email and it's always painstakingly slow to get an answer to your questions. The software is not very user friendly so you will have a lot of questions about how to use it. Additionally, the checkout page on the website they build you is not end user friendly for customers.

Alternatives Considered

Pros

The system is easy to use. Consistently adding new features like Whistle and price point.

Cons

Took me a year of complaining for them to fix group bookings. And I believe that there are glitches in the availability matrix that block some available inventory. I’ve had multiple complaints from guests who have tried to book but cannot. Unforgivable issue since this should be their primary function. We’re still is that I’ve never know unless a customer calls.

Cons

As if the lackluster communication wasn't enough, their decision to cancel our contract without any reasonable explanation was a slap in the face. We invested both time and money into this arrangement, only to be left high and dry. It's as if they have no regard for their customers' investments or the agreements they make.

Pros

Not sure yet...was sold on the fact VRBO Was part of Cloudbeds and it is NOT.This is casuing Heartburn and lost revenues

Cons

We were sold/told that VRBO and ABNB were able to be synced up with Cloudbeds when in fact after almsot a year it has not nor does Clodbeds know today when this will be fixed. ABNB is OK but not VRBONOW Our Bookings staff and maid service have twice the work making sure bookings are correct...priceless

Pros

Services not provided, but Cloudbeds still wanting to charge.

Cons

The sales person was great. Everything down hill afterward.

Pros

What I like about the solution is the almost 360 management capability and ease of access when comes to managing the whole property management ecosystem. I have the privilege of working as a freelancer implementing the solution for an Hotel and I can say it's a smooth one with less configuration chaos.

Cons

Nothing to like less about it, it's a smooth solution.

Pros

On the surface their reports look modern, but when actually using their reporting it is limited.

Cons

I should have known there were problems at Cloudbeds as their contract had language saying that its users could not publish reviews. After some negotiations, I had them remove the language. Their contract does not comply with California privacy laws. They told us that their system integrated easily with QuickBooks, what they did not say is you have to use a third-party API translator and pay $49 per month for it and that that translator probably does not comply with privacy laws. They also said integration with QuickBooks is easy, they did not say it only works with QuickBooks on-line and not QuickBooks desktop. They also did not explain that you need a programmer to make it work as the mapping is difficult and complicated. They said they would handle the data export from our old PMS to Cloudbeds, what they did not tell us is that if you have a server-based system and not a cloud based system you have to do the data export. They told us that transition Expedia from our existing system to their system happens almost immediately, then day of transition they say 3 days…3 days with no bookings. That is thousands in lost revenue. The transition process from our old system to CloudBeds was done with limited help from them and communicating with their customer support was awful and almost exclusively via e-mail. They have you watch some videos and to some light follow up, but it is hardly a cohesive transition program. There is more, but suffice it to say the entire experience was a

Pros

Staff if great. The software is just inadequate. I ve been in this industry for 12 years and used 4 softwares. This one is by far the worst.

Cons

Absolutely the worst customer support I have ever experienced in this industry. It is NOT possible to get in touch with accounting or payments. It took 3 months to get my invoice adjusted and services I do not use removed, yet still not all credit due was recorded and accounting, nor a manager ever followed up.if this wasn't bad, it got worse! We use their payment processor, well big mistake as well... we just suddenly stopped receiving our payouts... no emails, no calls, just no payouts. I ve reached out to support, the live chat agent said we will get back to you "as soon as possible". I said, what does that mean??? We are not getting our money! You can't tell me when I will hear from someone??? I am sorry, but no. It has been TEN DAYS without payments now, no calls, no emails, still nothing... how many businesses can survive not getting thier payments for ten days and counting? And Noone to talk to???Their website is also a joke, it is a way to keep you hostage. Because they own it. I had to rebuild it completely myself after they built it for me. It is a terrible product, stay away, don't make a mistake I made. I can write an essay how terrible this product is. They do have some really great staff, that I feel sorry for... they are true professionals.

Pros

Its not a complicated system, and rather easy to use.

Cons

The lack of Customer Support is frustrating, especially when Cloudbeds are the only ones who manages the property management, and there is a terrible mistake in the pricing. It's impossible for us to make any amendments. For 2 full days, we have been on the Chat Support and we have been told that they cannot do anything about it. Where do we go from here?

Pros

Cloudbeds is not the cheapest PMS on the market, but it is one of the cleaner solutions from an UX perspective, and the support is top notch! You get what you pay for!

Cons

Nothing to complain about... it's a great PMS.. maybe the price?

Pros

The product is generating bookings which is the main goal.

Cons

Poor customer service. I am trying to open and manage a new hotel. We have encountered several problems with the integration between Cloudbeds and Expedia and Booking.com. This is causing guest cancelations and frustration. However, I can't get any personal help from Cloudbeds. I am simply referred to their training library which does not address my specific problems.

Pros

Integrations, online booking Chanel manager

Cons

The software is extremely slow, this has been reported many times, but nothing happens. The payment system is no good for the uk (except for online bookings) and we have resorted to taking most payments manually as a result. I love that you can do lots with the system, but sometimes it’s just information overload and could be simplified a lot.

Alternatives Considered

Reasons for Choosing Cloudbeds

Switched From

Reasons for Switching to Cloudbeds

Pros

We were referred to Cloudbeds by one of our competitors and we could not thank them enough! We were completely new to channel management and reservation software, so customer service was critical for us. Cloudbeds customer service was always available and patient and worked with us until we actually understood what we needed to do....and then they checked our work to make sure it was correct.

Cons

We are disappointed that there is not an app for use on our cellphones.

Pros

it is very easy to use and simple to train staff on.

Cons

Waiting for chat support, can take a long time.

Pros

Simple. Easy. All-in-one software that anyone can learn within a few hours or days.

Cons

The price

Pros

I was just changing the prices in 6 sites on my own. now its easier. nothing another channel manager wouldnt do.

Cons

constant bugs. the support instead of helping you out they just send you articles uppon articles

Alternatives Considered

Reasons for Switching to Cloudbeds

Pros

Easy to useClear interface for calendar and booking systemComplete and detailed reservation processClear process for booking engine set upQuick response of the on-boarding and support team

Cons

Groupe module with some unclear features and restrictions

Pros

There are a lot of great features for managing your property like a hotel.

Cons

There are many features that don't exist like automated billing, accepting deposits of different amounts for different groups. This is not easy to tailor towards a small resort with different events, retreats and room nights booked across other channels.

Pros

Absolutely nothing. It's way too complicated. i switched to little hotelier and they are so much better.

Cons

Way too complicated. There is no help by phone.

Pros

The team and information on Cloudbeds University is very resourceful. The follow up is impeccable. Very proactive support. It offers a one stop shop for your visibility through the website service, right through to the booking process. It has allowed for efficiency of resources through the ease of implementation and usage. It is very competitively priced and you truly get beyond value for money. Furthermore, there is constant updates and evolution with new features and thus opportunities, adding worth to the business without necessarily costing more to the client.

Cons

Would be great if a basic form of registration card could be available for the basic package.