Cloudbeds

Overall recommended but hope you can make some improvements

Fordeler:

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

Ulemper:

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.

Great for large businesses

Kommentarer: 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.

Fordeler:

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

Ulemper:

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!

manager

Kommentarer: 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.

Fordeler:

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

Ulemper:

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.

Great Choice for Independent Hotelier

Kommentarer: Overall, we are very happy with our choice in using Cloudbeds. It works very well for a hotel of our size.

Fordeler:

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.

Ulemper:

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.

We are happy to use Cloudbeds

Fordeler:

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.

Ulemper:

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

Thieves

Fordeler:

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

Ulemper:

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.

Cloudbeds has gone downhill. I wouldn't recommend them.

Kommentarer: Terrible. Looking for new options.

Fordeler:

Multi channel integration options are pretty good.

Ulemper:

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.

Pres

Kommentarer: I spent a lot of time describing and trying to fix problems

Fordeler:

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

Ulemper:

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.

Stolen 1830 usd

Ulemper:

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.

Nice Property Manage Suite

Kommentarer: Smooth

Fordeler:

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.

Ulemper:

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

Smooth transition, excellent functionality

Kommentarer: From beginning to end, it was relatively easy. Stressful at times, until I fully understood. I actually prefer managing hands on the entire transition. That ensured I understood exactly how things work, and put it on me to complete the transition in a quality manner. Along the way, Cloudbeds support was extremely responsive and helpful when I got stuck (which was rarely). Once we went live, the system performed exactly as desired. I couldn't be happier with it.

Fordeler:

Pretty much everything. While the structure differed from our previous system, once I understood how it was organized, it was easy to use and functioned flawlessly. Every time I needed to do something, the capability was there. Now it's all routine. I love the fact that the integrity of the system does not depend on my server, in my building, with support requiring remote access to my operating system. Now I could lose power, internet, and we are still functional on any device I can get internet access. The seamless integration with Expedia and Booking.com is wonderful, along with our credit card merchant. Upgrading from out old system to this capability pays for it monthly, based on additional bookings and mistake-free credit card processing.

Ulemper:

I would be nit picking, and even then, I can't think of anything to mention. The two security items that were a nuisance my partner fixed within the application, resolving that slight annoyance. There is functionality I would use on occasion if I was willing to pay up for the subscription, but that's on me. It's there if I ever think it worthwhile. Even at the lowest level, I am perfectly happy.

Great partnership!

Kommentarer: The customer service of Cloudbeds is the cherry on the cake!
There responding time is extremely fast and they have their own representative "on the ground" which is extremely pleasant, so when necessary we can actually meet in person with our Account Manager.
Also during the challenging COVID times they proved us so far several times being a solid partner where we can count on think together with us and offering great relief solutions instead of creating problems.

Fordeler:

The software is Cloud based and therefore very easy to use anywhere at any time. Also the mobile version is extremely user friendly. The reporting is easy to read and understand. The interface of the booking calendar is extremely straight forward and easy to use. Training with our staff and new coming staff go very fast. It is possible to have an external daily backup of your data on your server. There are several extra integration apps available to connect to the system like POS systems etc. It is very easy to move around bookings in the calendar instantly.

Ulemper:

Maybe a mobile app would be nice to have, however I understand they are currently working on that. Maybe one small feedback which could be approved is in their booking engine when you select a room it would be nice if the selection could show up in "Accommodations" column at the right side so you can see a summary of what you are about to book and with the option to deleted rooms when necessary. Also once you click "book now" there is no way to make any adjustments to the booking anymore. A minor issue however maybe good to look into it...

Get your business running in a couple of hours!

Kommentarer: 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.

Fordeler:

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!

Ulemper:

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!

Lack of Customer Service Support

Kommentarer: 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!

Fordeler:

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

Ulemper:

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?

Good product, bad service

Kommentarer: Had I known about the lack of personal service, I would not have subscribed to the product.

Fordeler:

The product is generating bookings which is the main goal.

Ulemper:

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.

Desolation Hotel

Kommentarer: ease of use and the chat support...when they answer promptly.

Fordeler:

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

Ulemper:

Waiting for chat support, can take a long time.

Could be great

Kommentarer: It was great at first but when bugs appeared after a major software update they failed us.

Fordeler:

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

Ulemper:

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.

Perfect for our small property

Kommentarer: 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.

Fordeler:

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.

Ulemper:

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.

Highly recommended product!

Kommentarer: 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.

Fordeler:

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.

Ulemper:

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

Cloudbeds

Kommentarer: It's been great so far. It is easy to use and gets the job done!

Fordeler:

This product is great for visually seeing all the bookings, guest details, and other crucial information for property managers.

Ulemper:

It would be really nice if there was a mobile version of this platform. Having to log into cloudbeds on my web browser on my phone isn't ideal.

Best Software to manage your property in hospitality.

Fordeler:

Our property was using 3 other PMS which were quite highly rated on the market. CloudBeds is the best PMS solution we came across. Customer Service we rate at 15/10. It's functionality - it can do everything your property might require. If are you a small AirBnB owner or managing a big property this is the the best software you can get. Individual approach to the customer and flexibility in everything is something that stands out compared to their competitors. We recommend CloudBeds to everyone in the hospitality market. You will never want to change your PMS. Thank you CloudBeds.

Ulemper:

Nothing to dislike. Everything is perfect.

Great at some things, missing many

Kommentarer: 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.

Fordeler:

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.

Ulemper:

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.

The best software in the market!

Kommentarer: The problem that it resolve us was connecting to all the platforms and be able to compete with other hotels. Also making our guests book more easy, quick and safe.

Fordeler:

What we like the most about this software is how easy is to use and learn, how it has never failed us and out guests, and how easy was to connect it to all of the channels, which increased our sales.

Ulemper:

The software can improve their mobile site and the currency transactions.

Used Cloudbeds for 4 years, so HAPPY to have finally found a much better product

Kommentarer: 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.

Fordeler:

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

Ulemper:

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.

How CB change the game.

Kommentarer: Game changer, Tide turn

Fordeler:

CB has finally put a company in to one-man operation with their superior automate idea for company asset management. The market is open n development, too.

Ulemper:

Upgrading program like door and power control by mobile phone, we need to have a solution to reach the hotel more, to make more use of the property. Sometime CB is very advance the property just need operator coaching directly. This not CB fault.