Cloudbeds Reviews 536

Customer service

Good online support

... and employees also respond to the emails afterwards

As someone who helps train new front desk staff, I can’t overstate how intuitive and user-friendly the Cloudbeds system is. We’re now able to get new team members up to speed fast—we’re talking hours, not days. The interface is clean, the workflow is logical, and best of all, our team feels confident using it from day one.
Joao was fantastic to work with throughout onboarding. He was quick to respond, incredibly thorough, and brought such a calm and clear presence to the entire process. Whether it was a system deep dive or a quick question, we always felt supported.
Cloudbeds has helped us streamline day-to-day operations without sacrificing the personality and hospitality that makes The Longleaf special. We’re big fans—and so is our front desk team.

Joao and the entire team at Cloudbeds have been incredible through the onboarding process. We are so grateful to everyone for their help getting us live. Training our team has been a breeze and we are so happy we made the switch!

Cloudbeds is a great platform. It’s very flexible and provides a lot of flexible options for small hotels. HOWEVER, if live support is important to you, this is MOST DEFINITELY NOT THE HOTEL MANAGEMENT SYSTEM for you. There is no live support and you’re at the mercy of email. It seems there’s a lack of control of issues fixes and workload within their IT department. It’s unfortunate because it wasn’t always like this. In the end, it’s an awesome piece of software with very shaky IT support. Pick your poison.

Overall a fantastic interaction and relationship with the Cloudbeds Product and Installation team. Very, very happy with the service, speed and responsiveness of the team and my assigned Instal specialist, Catalina

Good PMS platform. Major downsides are the constant upselling of additional features that you’d expect to be included for the price. The after sales team and support team are impossible to get hold of. The new AI chatbot wastes so much time.

So they have put my account on hold without any information. My account was set up on autopay, and never knew that last month the payments of $ 30 was not processed. I am trying to speak to someone about the account and no place to call.

Working with our Cloudbeds onboarding coach, Cata, has been an absolute game-changer. From day one, she demonstrated not only deep knowledge of the platform but also a genuine commitment to our success. Every session was clear, well-structured, and tailored to our unique needs — no cookie-cutter approach here.

What really stood out was her patience and attention to detail. She took the time to answer every question (no matter how small), and made sure we felt confident every step of the way. Her positivity, professionalism, and responsiveness made the entire onboarding process smooth and — dare I say — enjoyable!

We’ve onboarded five to six properties together, and each time, she provided the same exceptional level of support, ensuring a seamless transition.

Thanks to her guidance, we were up and running faster than expected, and we’re already seeing the benefits. If every support experience were like this, the hospitality tech world would be a much easier place to navigate. Huge thanks to our coach — you made a big difference!

I’ve used Cloudbeds for three years now. We are having a serious issue with the program randomly under charging guests, And then overcharging some others. Up to $100 either way. It’s been three weeks and I no longer can quote a price or make a reservation. All communication with Tech Support has to be via email. Or a completely useless chat Bot.
The problem is rather complex. I’ve pleaded via email for a phone call so I can talk with them about it — Maybe even get a workaround while they fix the problem. I am losing hundreds of dollars and multiple hours a day.
No calls, and from what I can tell, no solution to the problem is in sight. I am beyond frustrated. We are gearing up to our busy season and at this point in time, I am looking for an alternative software company. I can’t imagine switching at this time of year, but the lack of communication, the severity of the problem, and the lack of a solution is worse.

They present themselves as professionals focused on customer service, but the software is incredibly complicated to navigate. There are no accountable supervisors available to take responsibility for their actions. I have blocked off two weeks on my calendar due to their inefficient internal workflow, and I find it unacceptable that there is no one in a supervisory capacity to address these issues. Please avoid this company! I regret my decision to work with them. I spoke to other companies in the market, and trust me, they are much more organized and less costly for exactly the same products.

Fantastic onboarding with Carlos, and great software for a hotel that switched from Opera PMS

We’ve had an excellent experience with Cloudbeds, and I want to especially recognize Carlos for his exceptional support. Carlos is professional, knowledgeable, and incredibly flexible, always going above and beyond to ensure that our needs are met.

His deep understanding of the platform made our transition seamless, and his willingness to adapt to our specific requirements was truly appreciated. No matter the challenge, Carlos provided clear guidance, practical solutions, and outstanding customer service.

Cloudbeds has proven to be a reliable and efficient system, and with team members like Carlos, it’s easy to see why they stand out in the industry. Highly recommend!

Quick response, detailed help with pictures, very good support from Ola Krawiec with everything! Thank you!

Cata was amazing she was clear and very knowledgeable. during all the calls I learned so much. Cloudbeds has been amazing no more double bookings for us.

I had a confirmed booking, acknowledged by both parties. Like most busy professionals, I don’t sit around waiting for emails all day. A day before my appointment, they called me, and I informed them I was busy but would respond—which I did. Yet, despite my confirmation, they gave my slot away because of their fairytale idea that I should be at their beck and call.

This is a prime example of an incompetent and disorganized organization that doesn’t value people’s time. They admit they’re busy, just as we all are, but instead of handling their own scheduling professionally, they canceled my appointment on the flimsiest excuse.

After reading other reviews, I genuinely question how they’ve received five-star ratings. Either they’ve paid for them, or some serious investigation is needed into their legitimacy. If you value your time and expect a professional service, avoid this organization like the plague.

Pleasant . . . but professional - helping me process a correction to a folio, prior to the guest pointing out the problem. Very timely as well

Catalina has been very helpful and very responsive!

Our issue was resolved after a few back and forth emails. Ola was quick to respond and help us fix the issue.