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.