I am very happy with the software

Cloudebeds is a PMS you get with a channel manager and booking engine. All in one software. You could learn how to use it without any one help. It has learning videos for most of the functions. Now it has multi currency functions as well.

Easy to use and cost-effective invoicing solution with a great list of features.

I think i have already given that in my first feedback.

First of all, it was a pleasant experience to engage with the first line officers from cloudbeds, IE the sales staff. The meeting was useful and concise. Most of my relevant concerns were handled. Those that weren't were handled by the appropriate technical colleague. The migration was smooth although anyone who intents to perform all the data migration should get ready for a lot of work as the data might not be imported accurately albeit its not a major concern. The part that i was most impressed with Cloudbeds would be the dashboard and the calender. From these 2 functions its easy to have a clear view of the check ins, out, as well as the occupancy. Of course there are more sub functions equally useful from the calender. Another equally cool feature i'd have to say is the integration with a large pool of vendors to expand the basic HMS and cater it specifically to each hotel's operation. For us, we integrated Cloudbeds with Assa Abloy's NFC enabled door lock, a Mobile Check in aplication which allows our guests to check in wthout accessing our front desk. This frees up our front desk staff and they have time to perform other tasks! Guest can safely access their room with their mobile device.

Like any software or application, there are always ways and functions to improve. I was rather disappointed after we have rolled out LIVE with Cloudbeds only to discover that the functions of its REPORTS ( this also include guests folios) are not as comprehensive or flexible as we initially thought. There were also a couple of times when all our front desk terminals were not accesible and was later confirmed by Cloudbeds support personnel that they had some technical issues and needed some time to rectify the situation. (Fortunately it took less than 3 hours). And to be fair, since we've gone LIVE with Cloudbeds, it happened only twice. The other issue is the lag, sometime my staff will complain to me that it can take more than 2-3 mins to load a page.

In summary, they give the impression of offering the most robust software in the market, capable of fulfilling any conceivable requirement. However, the truth is that they are years away from realizing this ambition.

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

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.

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

Google Hotels Integration was the primary reason for the move.

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.

Cloudbeds has been a great addition to our business, unfortunately we joined at the beginning of January 2020 so were only able to optimise the usage in the first 3 months, however the support that has been extended to us during the Covid Pandemic has been exceptional. Unfortunately our business has suffered terribly with a drop from 80% occupancy to barely 5% but Cloudbeds has been active with their training support and relief support. It is refreshing in this age of technology that customer service actually calls to speak to you. We really look forward to a continued relationship and a return to travel and more business in the future!

I like the easy calendar use. Setting up promotions, loading rates, online training information

I would like to see improved graphics for the direct booking site, to really show off Promotions or Special offers.

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

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

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

Overall, I've had a really good experience with Cloudbeds and am happy that this is the company we chose when picking a reservation system. There are lots of different options out there, and some of them were less expensive, but Cloudbeds turned out to be worth a little higher price. It's overall a really good software platform, and their amazing customer service and constant improvements makes it a really good value. I highly recommend them!

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.

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.

Cloudbeds is a great solution for us to provide multiple booking channel management with its multiple language and multiple currency integrations however still needs improvement in terms of number of languages and currencies it supports and integration with physical pos which leads to slow operations like in our case.

Really saves our time with its automised multiple booking channel management system especially its automatic rate management helps us to optimize our revenue by providing the optimal price for rooms over time. Offers a great number of booking channels, expecially integration with Expedia is really beneficial for us. Other great aspect of Cloudbeds is it is really easy to train the staff to start using it.

Acomos doe not have integration with the physical pos that we are using which costs us time in operations to manually input the credit card details. Additional languages and more multiple currency integration would be beneficial for the hotels which operate multi-national staff like us.

Cloudbeds increased our reservations in less than two 2 months using it - we have experience more bookings than before thanks to the Expertise that our Sales Manager gave us to increase the number of channels and also to use the right revenue strategy. Our entire staff is very thankful that they save a lot of time with our new PMS. All in all very happy we took the decision to change to an All in One Solution.

- East to learn - Very intuitive - Quick on boarding - Great Channel Manager - Excellent support

- Not available in German Language - No Accounting integration - Invoicing format is not customizable

Cloudbeds is the best of an embarrassingly bad market. Their support is cheery and relatively quick to respond, which is all the more frustrating when they consistently cannot help you nor provide you insight into whether your issues will ever be fixed. They provide an "ideas" site for their customers to use (so their employees aren't required to actually talk to customers), and they have gone as far as to REMOVE the ability to comment on ideas in order to add more detail/use cases/etc. If screaming into the void wasn't bad enough, now they've closed the door in front of your face.

Seamless integration with third party channels. Would be nice to have less manual work in between each, but that is not something Cloudbeds could change easily, since it's also up to the 3rd party. Online booking widget/site is very good. Customer friendly, haven't received nearly any calls for people unable to figure out how to book. Calendar is relatively simple to use and provides ~80%+ of the info I need on a daily basis.

NO integration with a credit card swiping device. Instead, any walk ins or changes to credit cards for existing reservations require you to manually input the credit card, which is both time consuming AND costs us thousands of dollars extra a year in fees (keyed in cards are 1% higher than swiped for us). No mobile app, meaning you need to use their site which is not mobile friendly. Poor item entry to a reservation. Adding items to the system is a breeze, but adding them to a reservation takes 7 clicks IF you're already on the reservation folio, otherwise it can take 10 from the calendar! Total waste of time, especially when we sell numerous small items from our on premise store.

Ok but could be better.

Integrations, online booking Chanel manager

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.

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).

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

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.

We started with cloudbeds about 8 years ago and since that the company keep grow and making life easier to property individual owners like me.

Easy to use and the connetion provide with defferent booking channel

I really like everything maybe the price for the othere service integration

This software is great for medium to small-sized hotels, limited service larger properties and vacation rental companies.

Super user-friendly (especially as it also has Thai language) and easy to setup. Amazing customer service (especially loving the live chat - with an actual person responding immediately). Integration with Xero.

Lack of POS and some more detailed reporting.

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.

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

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

Cloudbeds have allowed for better and more accurate Inventory management, cost saving, better and more efficient time and resource management as most manual functions can be managed and information available in Cloudbeds.

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.

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

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

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.

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).

Some aspects are really nice. Managing the channel reservations has become much easier, and managing reservations from our website has become easier. Cloudbeds is working to improve response time for support requests. If your company is already acquainted with a cloud based reservation and property management system, then Cloudbeds is worth considering. If you are making the change from an older, server based reservation system, find a software partner that provides comprehensive training and provides live support accessible by telephone. It is worth paying the extra money.

Our customers like the Booking Engine, and we like the integration with the sites like Booking.com and Expedia. We also like the variety of financial reports.

We really dislike the arrangement for Technical Support. There is NO option for immediate, live support. We cannot get a live person immediately for any support issue. We always have to submit an email request. We can request an urgent call back and sometimes it happens within a few hours and sometimes it is several hours later. We often have to go back and forth with multiple emails just to have the support rep or "coach" understand what we are talking about. We worried about this arrangement but took a chance.

Overall I have not been happy with Cloudbeds, and in fact have recently switched. In addition to the problems with user interface, slow/unresponsive customer service, extremely poor reporting, and calendar/channel management never really working, when I went to cancel it, they REQUIRE a meeting in order to cancel, or they will just continue to charge you. I've never heard of anything like this. Our new HMS is SO much easier to use, and their customer support is a thousand times better. Not to mention how much better their booking engine looks and works.

I chose Cloudbeds because they integrated with [SENSITIVE CONTENT] and had a calendar that should have worked across all the channels.

Not only did the calendar not really work across the channels, but the software itself was ridiculously difficult to use. Extremely poor user interface. We required "help" with absolutely anything that was outside of perfectly typical (which was often), and would have to submit a ticket and wait (sometimes for days) to get that help.

Support, reliable, problem of connection between OTA and the system is very rare

I was gonna leave this empty but it is compulsory to fill in. I would say a few nice function need to be integrated with the third party with extra cost, ex; online check in, excursion, communication, review

All-in-one package is the most benefit. Actually all staff members don't understand even the difference between channel manager and property management system.

The training period could be shortened since it is easy to understand.

It does not connect with Jaran, Rakuten or other OTAs in Japan.

your customer service is really the best ever experienced

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

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

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

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.

(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.

We are new to the hospitality industry so we are learning every day. With Cloudbeds as a team member, their reporting and analysis will continue to keep us up to date and moving forward with good decisions.

Cloudbeds provided us the tools to present our remodeled Inn to our clients in a professional and relevant manner. From the ease of building a user-friendly website, to the reservations system, the one and done package continues to be a partner in building our business.

Like all things, technology comes with a learning curve, but Cloudbeds University is an awesome 24-hour source, as well as helpful onboarding coaching, which made the new system easy to learn.

The software works and if an issue or question arises: their help desk replies almost instantly, knowledgeable and professional.

From implementing the software to dealing with occasional issues or questions, the back office from Cloudbeds is absolutely the best you can wish ! I can not emphasize this enough. I read many horror stories on failing support from many hotel management software companies, When I found Cloudbeds online they emphasized their support and since then I have never, ever been disappointed!

None, Cloudbeds keeps adding new features.