Cloudbeds Arvostelua 535

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.

Somos um alojamento com 3 anos de atividade e até ao final do ano passado trabalhámos com outro fornecedor. Contudo, após reunião de apresentação da Cloudbeds, considerámos que esta solução se adequava melhor à nossa realidade.
Não obstante, está a ser das piores experiências que tivemos por parte de "parceiros" de negócios. Estamos há 3 meses para resolver questões que poderiam ser tratadas com uma breve reunião, contudo, a empresa responde sempre da mesma forma: com IA ou com adiamento de reuniões (adiamentos feitos a minutos do inicio e para as quais tivemos de alocar disponibilidade da nossa parte).

Assim, aconselhamos que ponderem muito bem antes de aderir a este serviço.

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.

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…

The experience was really satisfactory. Ana the agent that helped me set up and get to know cloudbeds was really friendly and easy going. After we set everything up I really like that I can still ask anything I am not sure how to do it and she is still at my disposal to resolve my doubt. I highly recommend Cloudbeds to manage you hotel or properties. And to Ana´s costumer service I give 5 stars. Thank you for everything.

Aumentaram sem aviso prévio a mensalidade para mais que o dobro do valor. Estamos com o sistema cortado porque o método de pagamento Pix não funciona. Não respondem aos chamados de suporte. Depois de 10 anos de trabalho juntos. Uma grande desilusão. A melhor coisa que o sistema tinha era o suporte, já que o módulo de caixa é praticamente inútil. Não se conecta com agências de viagens como outros sistemas mais modernos. Para cada hora que passar sem ter acesso ao sistema, vou escrever uma avaliação negativa em diferentes portais.

---

They increased the monthly fee to more than double the amount without any prior notice. The system has been cut off because the Pix payment method isn't working. Support tickets are not being answered. This is after 10 years of working together. A huge disappointment. The best thing the system had was the support, since the cash module is practically useless. It doesn't connect with travel agencies like other, more modern systems do. For every hour I spend without access to the system, I will write a negative review on different portals.

Thank you so much for holding my hand through all the bumps of getting my listings ready! You’ve been great ❤️