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Review of Cloudbeds

8
Strong PMS and OTA sync — support and reports lag behind
Gerente de Operaciones from 25-49 room Vacation Rentals & Villas in Santiago (Chile)
Verified
2 days ago
Products Reviewed
Channel Managers
Property Management Systems
Hotel Management Software
What do you like most?
What I like most is the PMS itself. It is intuitive and easy to use, and the team learns it relatively quickly, which is key when there is staff turnover or new people join reception. It also has interesting depth and much to discover. The availability matrix is customizable, so it can be adapted to how each property actually operates, and it allows a clear view of occupancy at a glance, to do revenue management easily and to project rates, the "Long term intervals" tool helps me a lot in daily operations. Another strong point is the timeshare management. We operate two buildings with different models (one fully autonomous and the other with reception), and Cloudbeds allows us to manage them centrally without losing the detail of each one, well done. The connection with distribution channels and OTAs is spectacular. The synchronization of rates and availability works very well and gives us peace of mind against the risk of overbooking. It is undoubtedly one of the system's strongest points. I also highly value access to the API. Thanks to it, we were able to develop our own tools, such as a system that automatically generates payment links, integrating them directly with our reservations (a flaw they and their providers have in the Latin American market). This openness allows building solutions tailored to the operation, and now we are exploring the option of generating our own key integration, which their API also allows. I especially want to highlight the contracting and implementation experience. The contracting, with Ana Caterina, was impeccable, and the implementation, with Iván Estrada, was spectacular. We had full support throughout the process, quick responses to every doubt, and a genuine concern that everything would turn out well. At all times, we felt accompanied by someone who truly cared about our project. I wish the rest of the customer service had that same quality...
What do you dislike or think could be improved?
Overall, Cloudbeds works very well daily. The problem arises when something fails. The online support is very slow and not very resolutive, and although we pay for the service, they do not take responsibility for the friction those failures generate with the guest nor for the damage they can cause to the establishment's NPS. The Guest Experience module (formerly Whistle) leaves much to be desired, especially for Latin America. It needs a robust native integration with lock systems and an AI agent. Today, to cover those needs, several third-party add-ons are required, which are very expensive. The connection with WhatsApp Business is also costly and poor. The digital check-in works halfway. Many guests complete it without problems, but others have real nightmares, especially with biometric verification. That is a clear point for improvement. That said, the connection with distribution channels and OTAs is spectacular and works very well. Finally, many reports are very useful for daily management and performance tracking of each property, but there is room for improvement there, they have a thousand reports, I believe I only use about four with luck.
4.0
Very Good
Ease of Use
4.0/5
Customer Support
2.0/5
ROI
5.0/5
Implementation
5.0/5

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