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Review of Cloudbeds

10
Smooth onboarding support — but door codes stay hidden in messaging
Owner/GM from 10 to 24 room Boutique Hotels in Newport (United States)
Verified
2 days ago
Products Reviewed
Property Management Systems
What do you like most?
We moved Pelham Court Hotel, a boutique hotel in Newport, RI, to Cloudbeds this fall, and our onboarding coach, Yvette Robles, is the reason it went so smoothly. Changing property management systems while running a hotel is stressful, and Yvette made it manageable. Every call was clear and organized, and afterward she sent a written recap, the recording, and a short list of action items, so my assistant manager and I always knew exactly where we stood. What impressed me most was her follow-through. When something came up with Expedia, Airbnb, or our Google Hotels listing, she stayed on it, brought in the right team, and kept me updated until it was fixed. She kept answering my questions well after go-live, always quickly and always patiently. If you're considering Cloudbeds, ask for Yvette. She is exactly what onboarding support should be.
What do you dislike or think could be improved?
I would like the door code from our smart lock integration to be available on the reservation itself, in a field other tools can read. Today the code only exists in Guest Experience messaging, so our after-hours phone agent cannot look it up for a guest who is locked out. Having it on the reservation would close that gap.
5.0
Excellent
Ease of Use
5.0/5
Customer Support
5.0/5
ROI
5.0/5
Implementation
5.0/5

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