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.

manager

Opmerkingen: They have an excellent sales team whom really oversold us on their service. Careful. Nice support team as well (if/when you can reach them) but very limited support hours, often hard to reach. Moreover, they have a lot of hidden fees (specifically for credit card processing) that make them a lot more expensive than we initially anticipated when signing up.

Pluspunten:

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

Minpunten:

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.

Embraces the diversity in the field and the guiding principles

Opmerkingen: Championing sustainability in the industry. Cloudbeds gives the most comprehensive insight into the structure and functioning of this industry.

Pluspunten:

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.

Minpunten:

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

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.

Get your business running in a couple of hours!

Opmerkingen: Amazing, I have received many calls from competitors, I simply tell them that I'm not interested because I'm super happy with Cloudbeds. I love the fact that it's priced accordingly to the size of your business.

Pluspunten:

I love the interface and ease of use, the graphic design is great, I love calendar view, is very easy to see and edit reservations, I really love this software!

Minpunten:

The reservations page, we have almost NO options to customize the page and it looks like it was designed by an engineer in 1985! You guys could do so much better in terms of graphic design and options for each business!

Customer Service

Opmerkingen: Looking for a new program ! I use to love the program but they have cut back on help I think and now you cant get help very easy . You have to wait forever. Not what it use to be!

Pluspunten:

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

Minpunten:

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 .

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.

Decision for Cloudbeds

Opmerkingen: So far, so good; we have just started Cloudbeds!

Pluspunten:

Enables integration to Quickbooks, very good support team

Minpunten:

no reservation with click and drag, some features are complicated

Not Recommended

Opmerkingen: Not happy at all, I will pay more this time but will look forward for something easier with reports

Pluspunten:

Create a reservation and check out a guest

Minpunten:

Reports and accounting. Balancing and occupancy reports

Deciding to change prices on their own....

Opmerkingen: negative. they decided to double my fees in one day without any reconsiliation. they just doubled the price from 37 to 74. Total disgrace.

Pluspunten:

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

Minpunten:

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

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.

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

Cloudbeds has given my hotel a new life.

Opmerkingen: Our goal when switching to Cloudbeds was to save time doing daily tasks but the software was done so much more. Our direct bookings have increased by over 35%. Guests have noticed the rate checker on my booking engine and felt confident booking directly. We also have seen a boost in OTA bookings. We added a couple of niche channels this past year offered in Cloubdeds Channel Manager and without any extra work from my team, the reservations have increased. My favorite part of the software is PIE. No longer am I worrying about rate management. The automated changes make me feel confident that my rates are helping me maximize my revenue. The time savings have had a big impact! I am a smaller boutique hotel and don't have the luxury of a big staff. My goal has always been to focus on the guest experience and to get away from the computer. Cloudbeds has streamlined every aspect of my operation and my guests feel it. Overall I am thrilled with my Cloudbeds experience. The people in the company seem to be happy to help me succeed. Knowing the 24/7 support there is a good feeling but to be honest, I haven't needed support very much. The software has built-in training videos and the software has been extremely reliable. When I have questions I find the answer pretty quickly in the help desk. I give Cloudbeds 10/10. I highly recommend letting Cloubdeds be your software partner.

Pluspunten:

Cloudbeds is fast and easy to use. The software saves me time and has many features that are growing my bookings. My hotel is now more productive and profitable than ever. Plus, they have amazing support! Cloudbeds gets a 10/10.

Minpunten:

Hard to say what can be done to improve. The software seems to offer the best technology around. I went with the Cloubdeds Premier Package and get updated regularly that there are new or updated features available to me. It's good to know they don't stop innovating.

Perfect for our small property

Opmerkingen: I have not experienced anything that would change my desire to utilize Cloudbeds to manager our property. It's so easy, a child could do it...literally.

Pluspunten:

I manage a 25 room boutique hotel, and Cloudbeds offers everything that we need in a nice, neat little package. It's so easy to use, you can train yourself how to utilize all the features in less than a day. On each and every screen, there are instructional videos on how to operate the features of the current window you are viewing. They also offer "Cloudbed University" if you want to sit down and hammer through some more chronological training. I've never had an employee need more than a few hours to get the system down pat. The software is based around the guests more than it is based around the property, and they provide multiple tools to make the check-in process easier for both the guests as well as the staff. However, the support would have to be the most impressive thing about the company. While it is extremely rare to have an issue with the software, we actually experienced an enormous lag/outage in the middle of a Saturday afternoon. However, clicked on "Get Help" and in minutes I was chatting to a live representative about the issue I was experiencing. The followed up on it and emailed me directly once it was resolved. I couldn't say that about several larger companies I have worked with in the past. I would highly recommend Cloudbeds to anyone who needs simple, cloud-based, intuitive software to help manage their property.

Minpunten:

I wish there was a way to store guest vehicle/license plate information. You can "Suggest a feature", which I have done, but it's the equivalent of an online suggestion box. You never know if anyone actually reads them, or even considers implementing them.

Product Fine, Customer Service - NON EXISTANT

Opmerkingen: Connectivity to OTA's. Online bookings. Lots of benefits actually- as many as ANY channel manager... but the problem was service when the product didn't work... then it really hurt us. Noone to call (no phone number listed) only online help- which was not helpful. They always made the problem mine... not ours as they are hired to be the experts. Like I really can solve the problems of their product not connecting!!

Pluspunten:

The software works wonders when it works. It's when there's a connectivity issue or bug in the system this firm fails. Online support does exist and they do offer quick feedback (not necessarily helpful, but it is fast feedback).

Minpunten:

No phone number to call. No personal assistance. Lots of volumnes of help pages, but when your connectivity with an OTA goes faulty- guaranteed to get an email from customer service quickly saying you'll need to contact the OTA provider (who'll tell you to contact your channel manager). These guys sell them selves as the "professionals", but don't want to take care of the real immediate issues (any connection issue is an immediate issue when needing to sell rooms online).

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.

Best Channel Management.

Opmerkingen: Very much easy like someone is standing with me every time to help.Move your hand but the brain part is automatically mobilized. You are using this software but you never feel strange about this software.Made well for all gorups of people.

Pluspunten:

Easy to use and user friendly.Any non trained person can use it.It is so much like the easy calendar where we can view and manage the rooms for the guest simply by dragging it out.And mostly pricing the rooms are very much easier.Overall this software is made for professional or unprofessional personality as well.Try it and you will find it the best for use with ease.The team member are very supportive in the sense of billing support,technical help and they are real human behind this software.

Minpunten:

Like least in this thing means there are no any software better than this software for hotel management.

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

Brilliant and easy to use

Opmerkingen: your customer service is really the best ever experienced

Pluspunten:

real time synchronization connect all OTA's Credit card view function email templates reporting possibilities

Minpunten:

There is nothing i don't like about the software.

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.

Not all its cracked up to be

Opmerkingen: I'm not usually one to write a review, but it was based on the many positive reviews on Capterra that I decided to go with this software in order to make my life easier. It doesn't do this and I'm confused why so many people rate this software 5 stars! I therefore feel obliged to add some balance and reality with this review. There are so many things wrong with this software that it's not possible to list them all here, so I'll just list a few. One main problem is the fact that Cloudbeds doesn't send rate package information to OTAs. This means that all discounts/specials need to be managed separately within each channel - very time consuming. With AirBnB you can't apply short-term price changes/discounts AT ALL on that channel because of this limitation. Second major limitation is the fact that the website is almost completely useless on a mobile app. They'll tell you that they don't need a mobile app because the platform is mobile friendly. This simply isn't true. My third major gripe comes from feedback from clients that the booking engine is clunky and not appealing or easy for them to use and I agree. To get an idea of all the other minor issues scroll through the 151 pages of feature requests.

Pluspunten:

Stripe integration. Custom email templates.

Minpunten:

Doesn't send rate package information to OTAs. Lack of a mobile app - the website is NOT mobile friendly. Difficult to get long-term visual overview on a calendar. Reports lack functionality/customisation. Booking engine has a poor layout for the customer. Price overrides are not straightforward.

Great for large businesses

Opmerkingen: Friendly team and the program itself is very good, however, if you are not technically minded, we found cloud beds to be very complicated and help is difficult to get and this was very frustrating.

Pluspunten:

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

Minpunten:

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!