Cloudbeds Software

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Recommendations

FrontRunners 2022

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About Cloudbeds

Cloudbeds is a cloud-based hospitality platform suitable for small to midsize hotels, vacation rentals, hostels and B&Bs. Key features include front office management, central reservations, housekeeping management, online booking engine, customer relationship management (CRM), business intelligence and retail point of sale. Cloudbeds is able to receive reservations from a number of channels, including OTAs like Booking.com and Expedia, Facebook, an online booking engine or from walk-in customers. The solution offers a drag-and-drop calendar of all rooms and reservations, and users can see who changed, canceled, created, moved or adjusted a reservation. Inventory can be synced automatically from the solution to booking engines, OTAs and other online marketplaces. The...
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Reports

Cloudbeds User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Showing 1 - 5 of 229 reviews

User Profile

Shen

Verified reviewer

Company size: 11-50 employees

Industry: Hospitality

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
4

Value for money

out of 5
3

Customer support

out of 5
3

Functionality

out of 5

October 2019

Overall recommended but hope you can make some improvements

Pros

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

Cons

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.

Reasons for switching to Cloudbeds

Old system did not migrate guest data and UX was unfriendly - also not cloud based

Rick

Company size: 11-50 employees

Industry: Hospitality

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
4

Ease-of-use

out of 5
4

Value for money

out of 5
1

Customer support

out of 5
5

Functionality

out of 5

April 2022

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

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

Pros

Google Hotels Integration was the primary reason for the move.

Cons

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.

Reasons for choosing Cloudbeds

Lodgify does not offer Google Hotels integration. I was not happy with Lodgify support. I had no idea how much worse it could get.

Reasons for switching to Cloudbeds

We moved to get listed on Google Hotels. Now that it is done I am glad I made the move. If I had to do it again knowing what I do, I would not switch. It was 2 weeks of heck.

Response from Cloudbeds

Thank you so much for taking the time to leave us an amazing review, we truly appreciate your comment. Customer service is one of our utmost priorities and I am very sorry to hear that you did not get the best experience from Cloudbeds. We will take strong measures and improve our quality of support with your feedback taken into account. Moving forward, we will ensure that every customer is treated with the best standard of support we aim to deliver at Cloudbeds. If you would like to discuss this matter in detail, please feel free to reach out via support@cloudbeds.com and reference this review. We would be glad to understand the situation further.

Replied April 2022

Isabel

Company size: 11-50 employees

Industry: Hospitality

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
4

Ease-of-use

out of 5
3

Value for money

out of 5
4

Customer support

out of 5
3

Functionality

out of 5

February 2022

Um início difícil, agora a melhorar

Muitos problemas no processo de implementação das 7 unidades com imensos overbookings a ocorrerem que nos causaram imensos transtornos e perda de tempo de contacto com booking, expedia e cloudbeds para entender o que se estava a passar. Continuamos com problemas de sincronização da tarifa da HotelBeds desde Novembro, temos de alterar manualmente o preço da reserva para coincidir com o cartão a ser cobrado. Tive dois meses sem acesso a faturas , e tive que insistir imenso para que a situação ficasse resolvida. Tenho de aceder quase todos os dias aos documentos fiscais, portanto isto causou-me imenso transtorno. De resto , ultimamente os problemas que tenho tido têm sido praticamente todos resolvidos rapidamente pelo suporte que faz o melhor que pode (por vezes acho que podiam ser mais proativos).

Pros

intuitivo, bom design, tem uma equipa de suporte disponível 24 horas, o facto de termos channel manager, booking engine e pms num só software facilita imenso o dia-a-dia de todas as unidades

Cons

recursos que faltam - sincronização de tarifas com as OTA's que não sejam só a tarifa Standard; o facto de não termos possibilidade de colocar preços por ocupação; as unidades Spot Apartments têm perfis / páginas diferentes e não tendo ligação entre elas faz com que o dia-a-dia seja dificil de gerir porque temos de ver propriedade a propriedade em vez de ter só um perfil (Spot Apartments) com as diferentes localizações (exemplo: se quisermos mudar um hospede de uma unidade para outra temos de cancelar a reserva e criar a reserva na outra unidade porque nao existe possibilidade de alocar de uma unidade para outra); outra coisa +é o facto de vocÊs não terem um alerta de preço minimo , isso era algo muito util ter por causa dos erros de digitação (colocar 5€ em vez de 50€).

Reasons for choosing Cloudbeds

já tínhamos uma unidade o Porto Spot Hostel e fizeram-nos uma proposta mais vantajosa (ainda que só por 1 ano pelo que iremos reavaliar os preços aquando da data de renovação)

Reasons for switching to Cloudbeds

Para ter um software que permitisse juntar Channel Manager , Booking Engine, PMS e ter faturação no mesmo local.

Response from Cloudbeds

Thank you for taking the time to leave us an amazing review. We are glad to hear that you are enjoying some of the core features of Cloudbeds. We truly appreciate your feedback regarding the channel manager - and if you haven't already, please reach out to us via support@cloudbeds.com referencing this review so we can better understand your request.

Replied April 2022

SUE

Company size: 11-50 employees

Industry: Hospitality

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
3

Ease-of-use

out of 5
2

Value for money

out of 5
2

Customer support

out of 5
1

Functionality

out of 5

February 2020

Front end is ok but back-end is far from acceptable

I was excited but after using it I was disappointed. On the front end, I do not deny that it has helped us in terms of inventory management and connection with OTAs. Nonetheless, the backend processes have really thrown us into utter disappointment. The support staff were trying to help but often provided workaround solutions that will put the property in a bigger issue. For instance, we had problems with having to manually confirm customers upon successful clearance of payment by Stripe and the solution suggested to us by the Support team is allow for a blanket confirmation regardless of whether the payment is cleared. I was utterly shocked to see that coming from the Support team as this comes at a high level of risk to the property given that the resort will be held accountable for the confirmation email. The reason why we signed up for the Payment Processing module is so that we do not have to worry about receiving payments and do not have to worry about manually confirming payment ourselves. Besides, often when technicalities are involved, the Support team will say they need to speak to the Technical or Development team but without any proper deadline of when the problem will be solved. It is frustrated to deal with problems when there is no timeline attached as to when the problem will be solved. I suggest that the Support team work with the technical team to commit to deadlines for a problem to be solved.

Pros

I like it that it is a all-in-one software and it's easy to use.

Cons

The payment processing module is far from acceptable. Cloudbeds is integrated with Stripe but the integration is not complete and requires a lot of manual backend work to confirm a reservation once a payment is cleared. One of the reasons for signing up with Cloudbeds is to cut down the amount of manual work backend we have but only to realise later that there are many things that have to be done manually. Manual confirmation required in a tech world - When we thought everything can be automated and Cloudbeds being a digital all-inclusive PMS provider, we were proven to be wrong. Let me give you a scenario, once a customer makes a booking and they choose to pay via credit card, a pending confirmation email gets sent to the customer while Stripe will do the payment verification and the process stops there. My team has to go back to the system to cross check each and every successful transaction and manually confirm the guests so that they get a confirmation email. What Cloudbeds could have done is to actually automatically switch the status of the guest from "Pending" to "Confirm and send email" upon receiving instructions from Stripe that the payment has gone through (this, at the time of writing remains manual on the part of property). Besides, when a credit card payment fails to be verified by Stripe, Cloudbeds does not store the information of the customer so that we can offer the customer an alternative mode of payment. Basically if the payment fails, the info vanish

Response from Cloudbeds

Thanks very much for your review. We appreciate your feedback and take it seriously. The communication between support and technical teams is an important part of the customer experience. We are sorry there were moments when it didn't go well. As to payment processing, we may have new solutions for you since the posting of this review. If you would like to learn more, please email support@cloudbeds.com and reference this review. Perhaps we can find you a better solution. Thank you again for the candid feedback.

Replied May 2020

Arturo

Company size: 11-50 employees

Industry: Hospitality

Time used: More than 2 years

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
4

Customer support

out of 5
5

Functionality

out of 5

May 2022

Get your business running in a couple of hours!

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.

Pros

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!

Cons

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!

Reasons for choosing Cloudbeds

Because it was so easy to use, beautiful interface and affordable.

Reasons for switching to Cloudbeds

Winhotel was the worst experience, so complicated, it seemed like learning how to code in 1985! Ridiculous and so not user friendly and even more expensive!

Response from Cloudbeds

Thank you for leaving such a fantastic review for us, we truly appreciate your kind words and feedback, and are thrilled to hear that our core features are meeting your expectations. With regards to the reservations page, it will be forwarded to our product team. Should you have any more suggestions, please don't hesitate to visit: https://ideas.cloudbeds.com/ideas/new.

Replied May 2022

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