Cloudbeds Reviews 546

I would like to thank the Cloudbeds Support Team for their excellent assistance.

At first, we reset the MFA, but the issue was not resolved. After I sent a screenshot of the error, the support team carefully reviewed it and identified that the problem was caused by the incorrect time settings on my mobile phone. Once I corrected my phone's clock settings, the MFA verification worked perfectly and I was able to access my account again.

I truly appreciate their patience, professionalism, and attention to detail. They went beyond the initial troubleshooting steps and helped me find the actual cause of the issue.

Thank you for the outstanding support and excellent customer service. 5 stars!

Please be really careful with this company. We were victims of fraud where ads were purchased with our credit card for 2000 USD.
Finally they wanted to refund us only a quarter of that and make us pay them for the ads. At this point I am pretty sure that they are part of the scam. Stay away from them !

I have been using the program for just over 6 months and it definitely has some benefits but damn the bugs and issues dont really make it worth the big price point.
Loading errors, their end, not wifi loading issues.
Multiple discrepancies between the app and the online website. (Showing a guest in a room online but in on mobile )
Customer service also is a joke, no phone number just ai or you have to email for support that takes days for response.
Also the credit cards have a safety on them so after you type the numbers in, it blocks them out and you cannot see them, so you use their pos and pay fees

The user interface is nice although sometimes or some parts in options or configurations not clear. And also the booking engine customization is so limited and als we have encountered many bugs like calender showing error wrong prices, need a huge investment to costomize it.

Worst part is their support, is literally horrible. you keep waiting days or weeks to get an answer or support.

Good things:
- Product feature list slaps. Frankly, they should just remove the bits they're bad at (housekeeping, etc.)
- Integration with Google & the OTAs slap (if it wasn't for this, I'd be on Mews yesterday)
- Sales process used to be good

Bad things:
- In their misguided attempts to make the product better, consistently break more than they improve
- Currently, for example, a change they pushed caused all our upcoming bookings to show a small (we're talking a few bucks) balance due. This wouldn't be an issue, other than the fact it completely destroys all our reporting and stops our automations (which require payment before check in and check out, meaning our messages don't send, etc.). We've been reaching out to them for weeks, and get what I'm pretty sure are AI responses saying the corpo equivalent of "oopsie, just one sec"
- That's just one of a dozen+ examples we've faced over the last two years. When we started with CB, I'm pretty sure their trustpilot score was 4+...it's now in the 3.5 range. No surprise.

Cloudbeds has made everything really simple and seemless. It has integrated our OTAs and saved us time in synching reservations across multiple channels.

This company only replies via ticket and what seems to be AI. I had an urgent issue to solve and could not reach out to anyone on the phone. Their AI based reply to my ticket was totally unsatisfactory and did not reply to my need. There is no phone number provided and no possibility to speak with someone. When you are running an hotel you need a provider that can help you in times of need and not a machine that does not understand the business. I will look for a competitor more user friendly for the near future

Customer service is great from their online support chat team. And I wouldn't have to know that if the system were easier to use. I spend all day, every day, chatting with online support, trying to figure this out.

We have requested onboarding support for me, the new bookings manager, and offered to pay for it, but we haven't received any assistance. This has left us trying to manage critical system functions without proper training.

We had an issue when we changed our default currency, as our local currency wasn't available when we first signed up. This caused an unbelievable issue, forcing us to manually adjust every single reservation. Wasting time I don't have.

There has been another time-sensitive issue that a technical support team was meant to be looking into. Following the currency change, several of our bookings displayed a balance of $0.00. I received emails for weeks and weeks saying, "We're looking into this." Meanwhile, I'm trying to juggle the other issues from them AND manage a business.

The final issue is the recent interface update for reporting. It was rolled out with significant changes, no familiarity with the previous version, and clear tech issues. It's unfinished and has made reporting impossible. Now I have to wait for the technical team to get back to me again! 

To be honest, there are other issues too, but I don't have all day to sit here and write. I have tickets open far longer than what's acceptable.

Cloudbeds looks great on the surface, but once you deal with real-world issues like chargebacks, it falls apart fast.

We’ve had multiple cases where guests clearly used services (late check-out, day pass, luggage storage, even damages), then simply filed a chargeback and won. It doesn’t matter if you have signed rules, messages, or proof. You still lose the money and get hit with a dispute fee.

The core issue is that it’s a PMS, not a payments protection system. So when something goes wrong, you’re basically on your own as a merchant. There’s no real enforcement layer, and support tends to give generic answers rather than actual solutions.

Also, the mobile UI is honestly terrible. It’s slow, clunky, and not designed for real-time operations. Simple tasks take too many steps, which becomes frustrating when you’re actively dealing with guests.

If you’re running a hostel or anything with flexible services and on-property charges, this becomes a serious issue. It creates a system that can be easily abused by guests who understand how chargebacks work.

Cloudbeds is fine until you hit problems. After that, it gets expensive.

Solved our sync issues with the OTAs and it's cloud based so I can check the dashboard from home. Much better than the legacy software we were using.

I've been on Cloudbeds for 7 years. Each year gets better with our experience using the software and Cloudbeds regularly improving.

Cloudbeds platform is constantly being used by cyber criminals to phishing, spam and attack its paid users with little obvious effort to otherwise control.

I have very mixed feelings about Cloudbeds.

The onboarding went well. It was quick and helpful, and the team guided me through the initial setup. However, onboarding is mostly about configuration. The real experience starts once you begin using the system in daily operations.

Over the past year I’ve had several incidents that not only cost me time but also money. In multiple cases it took a very long time for Cloudbeds to resolve the issue — sometimes weeks — and sometimes the problem was initially redirected to another party. Unfortunately, this often resulted in being sent back and forth between support teams. In the end, the issue did turn out to be on the Cloudbeds side.

One example took six weeks before it was resolved.

Another issue concerns credit card payments, a feature I pay for monthly. It turned out that it had never worked correctly, yet again the process started with being referred elsewhere, only to eventually be redirected back.

To be fair: when you start a chat, you usually get someone relatively quickly who genuinely wants to help. The problem is not the friendliness of support — it’s the follow-through and ownership of complex issues.

What also stands out is that most communication I receive from Cloudbeds is about upselling additional products or apps. The reason I don’t expand my setup is simple: I don’t feel the basic functionality is fully stable yet.

I’m also probably not the typical Cloudbeds customer. I’m not a hotel, I only rent out a few villas. Perhaps Cloudbeds is simply better suited for larger hotel operations.

In the past year I have seriously considered terminating my contract several times and I’ve already looked at other channel managers. There are quite a few cheaper alternatives available.

My suggestion to Cloudbeds would be simple:
follow up with customers 6 months or a year after onboarding. A refresher training or system check could make a big difference for long-term users.

If the core product works reliably and issues are handled properly, I would actually be the first to adopt additional apps and services.

But for now, my honest advice to new users is: think twice if you’re not very comfortable with software and systems.

I also suspect I’m not the only user experiencing this.

I made a reservation through cloudbeds and did not receive a confirmation email. I have been searching everywhere to try and find out how to contact cloudbeds and cannot find a way to do that. I have emailed the hotel directly now to be sure I have a reservation but this is extremely stressful.

You can only contact Cloudbeds by computer no phone conversation. Have lost 3 days of business due to nonpayment. After 3 and a half years and card was declined for it being changed and I tried to pay with ACH on Friday would not accept and then tried to pay with new card would not accept. Been paying for a website for 3 years that has not been finished. Tried to make payment since Friday and not letting me. Probably time to start looking somewhere else.

I reported 4 days ago I was locked out of my lodging management page, now 4 days later they send me an email claiming they understand my frustration but have a lot of work and will get back to me as soon as possible.
If you're looking for a service with absolute 0 client support you have found it!

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.