CloudbedsReviews of cloudbeds.com

we on boarded few months ago and since then our guests have been receiving emails from strange numbers via whats app asking them to do transfers with their exact reservation details pretending to be us. please stay away lots of numerous issues ,they are not honest too

We had been using the Mews PMS for a long time and always had a very good experience. However, after deciding to change our PMS to Cloudbeds, despite completing all the necessary steps for the migration, the experience was extremely disappointing. We started with one of our hostels first, and immediately encountered major issues. The rates were not set up correctly, and the channel manager was not connecting properly. As the Reservations & Group Sales Manager, I can say that Cloudbeds is not suitable for managing group bookings. I faced significant difficulties from day one. Bookings on hold were not imported correctly, allocations were scattered and inaccurate, and the rates were often wrong. Cloudbeds recently introduced a pro-forma invoice feature, but even with that, the availability view for multiple properties was still incorrect. I wasn’t able to place group bookings on hold or on option easily — I had to create an allotment block for every group, which is extremely time-consuming. There is also no proper tasks or activity tab to track payments, deadlines, or follow-ups. Many essential functions were simply missing, and none of these limitations were communicated to us before we started the onboarding process. When we raised all of these issues with the Cloudbeds team, we were told that many of the necessary features might be introduced next year. However, as a business, you cannot wait a full year for basic PMS functions. A PMS should make operations easier, not more difficult. The entire experience became a nightmare, and we decided not to continue with Cloudbeds. Even after repeatedly informing them of the daily challenges we were facing, there was no real acknowledgment or support from their side. Instead, we felt pressured to continue using a system that was simply not competent from a business perspective. The lack of professionalism and support was extremely disappointing. Based on our experience, I would strongly recommend not moving to Cloudbeds without thoroughly discussing all required functions in detail and having a full demo session before signing any contract. Once the agreement is signed, the support is minimal, and the system was not able to meet our operational needs. We eventually had to return to Mews.

So far the system looks immature. We booked a night, paid in full on booking website. The host is insists on using cloudbeds to do checkin online. On the first day we got Error 400 trying to register on that crap. On the second day we see checkin form, where we expected to enter payment card details. Payment is already made in full, no way we going to pay more. The host seems not able to turn some features on and off, saying "without the card the system does not allow the checkin" So most likely Cloudbeds either immature, or cannot educate their clients - beds provider

After several years using Mews, our team decided to explore a different PMS solution and selected Cloudbeds, encouraged by a strong and convincing presentation at a hospitality conference earlier this year. Unfortunately, our onboarding experience did not meet our expectations. During implementation, we encountered several challenges that made the system difficult to adapt to our operational needs. In particular, group booking management did not seem sufficiently developed, and we also experienced technical issues related to accounting features. To Cloudbeds’ credit, their team acknowledged that certain aspects of the system were not fully aligned with our operational structure. However, despite their transparency, we ultimately decided to return to our previous system after a very short testing period, as we could not proceed confidently with our daily workflow, and we did not find Cloudbeds’ support sufficiently effective when we needed timely assistance. Our experience led to contract complications, and we are currently engaged in a legal process to resolve the situation. For this reason, we strongly recommend that prospective customers carry out a very detailed needs assessment, request case-specific demonstrations, and thoroughly evaluate essential features, especially if they handle complex group reservations or require advanced accounting automation. While Cloudbeds may be a suitable solution for smaller properties, it did not align with our operational requirements. We hope this feedback helps other hospitality professionals make an informed decision.

I've had the pleasure of collaborating with Natalie and Ron on our needs in getting Cloudbeds setup ASAP. They were very thorough in explaining the product and set up process involved in setting up a property management system to make sure we didn't jump into this project blindly. They were very informative and didn't rush me to make any decision. Held firm on being a consultant first then prioritize sales. Definitely a pleasure to work with.

Somehow I got redirected to their website. They overcharged me by over €20 (with them €51; on the hostel's website €29). Don't use them!!!!

Atendimento ao Cliente péssimo. Anteriormente ao atendimento via IA, você tinha um apoio quase 24hs, hoje suas dúvidas viram e-mails que podem ser respondidos em até 2 ou 3 dias. Muitas vezes as dúvidas são respondidas por pessoas que não falam português (tradução feita por AI que muitas vezes nesta tradução a dúvida se perde). Dificuldade (ou impossibilidade) de resolver ou corrigir erros ao introduzir dados no sistema de maneira equivocada. Atendimento para entender ou fazer qualquer upgrade só acontece se você marcar uma reunião. Sistema é genérico com muitas partes ainda em Inglês ou com traduções bem erradas. Os relatórios são péssimos e a grande maioria só é possível de utilizar após uma "universidade" ser feita para entender como chegar nos dados que você procura. Quando recebendo um atendimento, se você quer fazer algum apontamento de melhoria, a resposta é que você precisa fazer isso de em uma parte específica do sistema e que geralmente você não consegue acessar ou simplesmente não tem nenhum retorno.

Eu sou cliente Cloudbeds desde 2017. O sistema é bom, bastante estável e fácil de usar. Nada a reclamar, é provavelmente dentro dos melhores do mercado. O problema é simplesmente que não tem suporte. Acontece qualquer situação tanto um BO numa reserva como um bloqueio completo da plateforme, vc estara sozinho! 
Fundamental entender isso! Mudar de PMS é um investimento grande para um hotel, não é somente dinheiro mas tempo, treinamento, organização… e um sofrimento de vários meses até estabilizar e ter retorno. Infelizmente na hora que acontece um BO grande e vc realizar que esta sozinho, fica tarde de mais e não tem como voltar atras… Por isso eu aconselho a todos estudar bem o mercado antes de escolher e NÃO escolher uma empresa que não faz o esforço mínimo de fornecer um atendimento emergencial em tempo real. Mais de 90% dos problemas que encontramos com a Cloudbeds não são resolvidos, uns são pequenos coisas do dia dia mas outros tem consequências diretas no nosso negocio como impossibilidade de cadastrar um novo OTA por falta de suporte, funcionalidade do PMS que detona todo sistema e obrigou a reconfigurar absolutamente todo sistema (sem suporte nenhum nem pedido de desculpa) e até simplesmente criar um novo usuário que vira uma aventura e demora dias e dias até conseguir (de novo sem suporte em tempo real). Maioria dessas situações poderiam ser resolvida em minutos… e infelizmente por causa duma arrogância cega, acaba criando prejuízo real aos clientes. Muito decepcionante…