Sorry, this functionality is only available for verified hoteliers

The project dashboard is a free tool that is only available to verified hoteliers to make adopting new technology easier by streamlining their research and simplifying their communication workflow.

Review of Cloudbeds

2
Sales-First Company... who has left basic customer service behind.
Managing Partner from 25-49 room Bed & Breakfast & Inns in Fairfield (United States)
Verified
1 days ago
Products Reviewed
Channel Managers
Property Management Systems
What do you like most?
The sales process with Cloudbeds was seamless, and the onboarding team was incredibly attentive. They will happily hop on calls to sell you add-ons and upgrades. However, the moment you are fully onboarded and encounter a real-world system issue, the support completely vanishes. Running a hotel means dealing with live guests at a front desk. When a channel manager sync fails, an overbooking occurs, or the payment gateway glitches, you need immediate help. Instead, you are forced to deal with automated chatbots that feed you useless help center articles, or you get stuck waiting hours—sometimes days—for an email ticket response.This lack of responsiveness creates a massive bottleneck for daily operations. You end up wasting hours doing tech troubleshooting that their team should be handling, all while trying to check in guests and manage reservations. It feels incredibly disrespectful to pay high monthly subscription fees only to be completely abandoned the moment the system breaks down. This complete negligence forces us to manually patch errors on the fly, adding immense stress to an already demanding environment. Unless you pay a premium fee just to unlock the right to speak to a human on the phone, you are essentially ghosted when an emergency arises. The frontline support staff seem to have zero hospitality experience and just reply with scripted, unhelpful answers. They don’t understand that in the hotel industry, a system outage isn't just a minor technical inconvenience—it means lost revenue, furious guests, and ruined reputations. It is clear that Cloudbeds prioritizes closing new deals over retaining and supporting their existing customer base. This dynamic leaves loyal properties feeling like nothing more than an open wallet. They are a sales-first company, not a support-first company, and it directly hurts small independent hotel operators like ourselves.
What do you dislike or think could be improved?
The Cloudbeds "C" Suite needs to return to where the company started. Those at the top continue to make the classic tech industry mistakes in which they have focused on rapid expansion and revenue while forgetting about the very small businesses that got them their success in the first place. Customer service should not be pay to play.
1.0
Terrible
Ease of Use
2.0/5
Customer Support
1.0/5
ROI
2.0/5
Implementation
4.0/5

Get Your Free AI Analyst Report

Custom recommendations tailored to your property

Ghostel icon
Trusted by
footer image 1 footer image 2 footer image 3 footer image 4 footer image 5 footer image 6 footer image 7

Let´s lookup your hotel information