Cloudbeds reviews

Overall recommended but hope you can make some improvements

Pluspunten:

the PMS and UX. Easy to use for everyone. Set up is easy and flexible. Integrations are useful

Minpunten:

the Booking Engine - not flexible enough. PIE - trialled but the rate shopper took the wrong rates, not BAR so rate shopping comparison was useless to us.

Cloudbeds, easy to use, very functional.

Opmerkingen: My hostel is listed with several reservation agencies, every time there is a reservation, I need to go to all of the other agencies and close that room. It is very time consuming and cumbersome, however, if I don't I risk overbooking a room. With cloudbeds the process is automatic and instant (within a minute).

Pluspunten:

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.

Minpunten:

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.

Lack of Customer Service Support

Opmerkingen: It's frustrating when I am trying to look for a support. The phone lines are not responding. The chat line does not take any responsibility, nor offer any help. I have to be writing to them, wait for 24hrs, and have them tell us that they couldn't do anything!

Pluspunten:

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

Minpunten:

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?

Disgusting customer service

Opmerkingen: For 3 years I have persevered 😣 now I am done and do not recommend

Pluspunten:

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

Minpunten:

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

Customer Service is the key!

Opmerkingen: We had experienced some double bookings when we were trying to manage our channels on our own...we have had NONE since employing the Cloudbeds system.

Pluspunten:

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.

Minpunten:

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

Nice product, but it has many floors that can only be solved by technical team!

Opmerkingen: Ok but could be better.

Pluspunten:

Integrations, online booking Chanel manager

Minpunten:

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.

We have become loyal clients

Opmerkingen: I installed cloudbeds to be able to curb overbooking and it has served me very well. We had a manager that tried to change to another system and it was a disaster. I still dont understand why he tried to change.

Pluspunten:

Its very easy to use and implement and I am able to access it from my phone, so I can work from literally anywhere. The game changer for me is the customer support which is always very very fast with well trained staff.

Minpunten:

I am not able to tell quickly when looking at the calender which days are bank holidays. There should be a way to make those days a different colour. Also I wish there was more history on the blockage of dates (such as when the blocking was done).

Happy hotelier finds peace and harmony with Cloudbeds!

Opmerkingen: Wonderful, glad we made the change from AutoClerk/MyHMS! :-)

Pluspunten:

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!

Minpunten:

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.

Versatile all in One PMS

Opmerkingen: The overall experience has been positive. I have been operating three small properties proven to be a great solution.

Pluspunten:

The versatility of Cloudbeds is very attractive. You are able to add useful modules such as revenue management and housekeeping.

Minpunten:

It is a bit expensive when you start to add functionality. Some of the modules such as housekeeping and revenue management could be better.

Zazen Boutique Resort & Spa Intergration

Pluspunten:

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

Minpunten:

Groupe module with some unclear features and restrictions

If you can get past deployment you will like the software.

Opmerkingen: Frustrating. Be prepared for the worst. Expect to do everything yourself and if you get a little help from Cloudbeds, be happy about it.

Pluspunten:

Google Hotels Integration was the primary reason for the move.

Minpunten:

The worst part of Cloudbeds is the support. The people posing as support agents are mostly message takers. At best, they will Google an outdated support article and drop a link in the chat. You are on your own. You will need to troubleshoot all issues yourself. The launch was disorganized. They turned the API on even though they had not finished our website, resulting in several duplicate bookings. There was no team leader or project manager. Communication amongst Cloudbeds divisions was not good. Communication with us was worse. The site launched 3 days late. The developer had the contact info for another hotel on the site, there was no SSL certificate and the booking engine wasn't embedded. After days of trying to get support to fix the issues we jumped ship and had a site developed on Wix. It is a better solution. As I write this, we have been "live" for two weeks. I can no longer run Google Ads because we are unable to configure a conversion. This seems to be related to the fact that the tag is in the booking engine (framed) and the website but I am unsure, and again, there is no assistance from Cloudbeds. I am happy to be on Google Hotels which is something Lodgify was unable to do. This may help make up for the fact that we can no longer advertise on Google. The software is fairly intuitive and easy to use. Mapping the units in the API was easy. There is some very basic pricing manipulation missing, even with the PIE add-on.

Definitely a game changer for the business!

Opmerkingen: It was confusing to understand all the steps involved to make changes and/or a reservation….like to make changes, then click update, then apply, then save. (3 - 4 step process to get the action u want done).

Pluspunten:

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

Minpunten:

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.

User-Friendly, Constantly Improving & the Best Bang for our buck!

Opmerkingen: We have loved using Cloudbeds! It's helped us increase bookings, made email marketing super easy and

Pluspunten:

The ease of use is great. We train a lot of people and they can pick it up easily! I also love the ease of compatibility with OTA's, as well as the robust email marketing function. We have steadily increased our direct bookings and that feature alone is so valuable!

Minpunten:

The lack of a Groups function (this is fairly common in hospitality software) and how it's pretty pricey to add. I also did not like the digital ticket system for customer support, but they recently introduced regional customer service reps which has been so helpful!

Only suitable for very small businesses without revenue management goals

Opmerkingen: Very frustrating, frequent issues and glitches, would not recommend for fast paced environment as the system is not reliable.

Pluspunten:

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.

Minpunten:

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).

Incredible software for the world of hotel reservations.

Opmerkingen: Using the CloudBeds system, it allows to have a better control of the reservations made in the establishment. Having a dashboard view of arrivals as well as your occupancy percentage allows you to make the right decisions when it comes to making modifications with our guests.
The colors used by the program are friendly to the eye, this is highly recommended for a person working an 8 hour shift in the reservations area as they are not difficult to read.
The convenience of having a software like this, is to be able to link it with your Poster software, which makes the guest accounts accurate, allows control and a better summary of stay for our customers, Translated with www.DeepL.com/Translator (free version)

Pluspunten:

The best software we have found has worked for the organization of our reservations. Regardless of the fact that its operation is almost intuitive, it is very easy to learn how to use. Its colors and calendar layout allow the user to have a better visibility of the available rooms and thus avoid overbooking.

Minpunten:

The only thing I don't like is that it is not compatible with older versions of ios and android.

Lot of problems

Opmerkingen: It's really a shame that a great software is weaken by pushy sales strategy, that make the software less efficient and create a lot of friction using it.

Pluspunten:

Easy to use PMS, nice design. Automated payment processing work great.

Minpunten:

Customer support. What you need to know is that after agreed on a price, they keep trying sell you upgrade on module, propose your trials for module you don't need without telling you the price, then make it very complicted to get a refund. This high pushing sales method are normally for B2C, but they apply them for B2B that make using the software really unconfortable. Also they block all integration that could potentially compete with they own module, meaning you cannot chose for example your own yield management software, as no integrations with third party software is possible. It means this software is not apropriate when you own several hotel as your need to make all pricing manually. They own pricing software PIE is really not efficient, and not automated. Invoice system is not compliant with EU regulation

Best Solution for High-Growth Accomodation Businesses

Pluspunten:

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.

Minpunten:

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

Say goodbye to overbookings! Say hello to lots of features

Opmerkingen: Good software and a team that listens and cares about providing the best PMS. Period.

Pluspunten:

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

Minpunten:

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

Great all in one

Opmerkingen: Cloudbeds has been very accommodating during these tough times for our business. I am definitely thankful for that

Pluspunten:

Everything is available in 1 place, we have our entire bookings and reservation overview and easily keep track of agents

Minpunten:

I wish there was the option to make invoices for outside guests/house account guests

Cloudbeds

Opmerkingen: It has cut down on time in many ways, everything is so much more automated relative to my last system.

Pluspunten:

It was relatively easy to set up. Time consuming but that was OK.

Minpunten:

I do not like the customer support aspect. I do not like that I write about a question & then have to wait for a reply and then actually deal with a variety of people. I don't feel like they understand what I am saying most of the time. The rep who assisted me at first [SENSITIVE CONTENT HIDDEN] was excellent and he has had to be the go between a few times to get the support team to understand what I am requesting. Just once I wish someone would pick up the phone and talk to me!

Good system

Opmerkingen: Good data for our business. Good communication to our customers. Happy to have the seamless connection with OTAs.

Pluspunten:

Mostly it's good: (1) Appearance and use of the Calendar. (2) Set up to Channel connections. (2) Payment processing - the info is easy to access and it's all gone like clock work. (3) Email templates and schedules. (4) Notes on reservations. Easy to track email records. (5) Their support has been amazing.

Minpunten:

(1) Have to manually apply balance owing payment. Wish this happened automatically. (2) the filters for searches is a bit cumbersome. You have to "submit" and then "apply" and even the look of the calendar drop downs took some getting used to.

Cloudbeds is our daily use program!

Opmerkingen: Overall experience is a 10. We use the program daily for 24 hours a day, it is live onto our website and has assisted us in every way. 100% would recommend Cloudbeds to anyone needing a live program, or anyone in the hospitality business.

Pluspunten:

Cloudbeds is our daily use software for our hospitality business. It is a live program which interacts directly onto our website - which works wonders. Has a slight learning curve but once learned is super easy to comprehend and use on the daily. The customer service is WOW, no matter the issue you speak to someone directly every time and they help EVERY TIME. The updates are frequent, constantly adding new features - multiple times we contacted customer service about an issue and a week or two later there was an update adding said feature to make it easier!! Easily management and would recommend!

Minpunten:

The only downside if one at all is that the program is LIVE. Meaning a power surge or anything and you cant use it. Sometimes updates happen at inconvenient times.

Cloudbeds looks good, but that's about it. Basically no support whatsoever.

Opmerkingen: Learning experience. Don't go with companies that only have email support. We lost a few thousand dollars in business from their negligence.

Pluspunten:

Booking engine appearance is modern and clean, scrolling calendar on mobile devices, calendar shows today's check-ins and checkouts.

Minpunten:

No support. When you have an issue, you email and wait. Then they say, "that's not possible, but put it on the idea boards so it can get voted on." And there it will sit for years. Daily workflow was terribly inefficient compared to our old system. The check in process took about 5 minutes longer with so many more clicks. Just to print something became a nightmare! Setting up rates and availability is a total pain initially, but then it gets so much worse. Instead of seasonal rate intervals with occasional rate increases for high demand dates, we have hundreds of rate intervals (cloudbeds creates automatically) that require tedious manually editing for each room type and each interval. All of this means hours of wasted time and energy spent where it should be minutes or even seconds. The cost. There are more robust PMS's out there for much less, period. Don't waste your time!!!

Only useful if you are willing to buy 100 other programs too.

Opmerkingen: Buy a different software.

Pluspunten:

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.

Minpunten:

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.

Leading PMS globally

Opmerkingen: Very good so far

Pluspunten:

Integrations and flexibility Reliable software and great support team

Minpunten:

pricing its a bit higher comparing with average alternatives in portugal. also itime access integration do not exist for door opening