Cloudbeds Reviews 536

Unfortunately they will lie to get clients onboard

Seemed like a good fit during the sales process before they received my money. But, after signing up I just get a sense that they're not all that interested in addressing my concerns or requirements.

Made it very clear when signing up that I needed a payment method to be able to process payments within CB dashboard from OTA's as we use 'hotel collects' payment options. The only option I have now been given during the sign up process is a 3rd party payment gateway that does not integrate with cloudbeds. So, the simple method of processing a payment to card details that cloudbeds already receives (from the OTA) involves the following steps:

1. access reservations from dashboard
2. edit reservation and access reservation details
3. access credit card details
4. enter password to view credit card details
5. sign into 3rd party payment processing gateway
6. create a custom payment link with multiple steps
7. copy link and open in new tab
8. process card payment within payment gateway dashboard
9. go back to cloudbeds
10. add a payment manually
11. enter all the details in again
12. the payment is assigned to the reservation.

having moved to cloudbeds from another PMS provider that did give me the feature of being able to automate and process payments from card details received from OTA, it is insane to me that CB a platform which is already receiving all the card details it requires to process payments does not allow integration to the myriad of payment providers available to me in Indonesia.

I must also note, I had this function already with my previous PMS and specifically outlined the requirement for this feature when I was talking with the sales person and was assured that I would have the ability to process payments this way on CB.

Now, I am almost 1 month in to my 3 month billing period dealing with CB staff who to be honest seem pretty uninterested in my concerns and wasting time speaking to payment providers myself, setting up, integrating and testing. Not to mention that I have now asked 3 times to just please tell me if CB is aware of any payment provider or any option whatsoever to provide the feature I had originally expressed the need for and constantly getting runaround answers. I would appreciate solution based answers. Solution based answers are an indication that your service staff actually care or are interested in assisting your customers.

Entirely frustrated with the whole thing so far. Unless you want to deal with all the above steps when processing OTA payments within Indonesia, I would reconsider CB as a viable option.

Overall the service is good, we have been using their software in our office for sometime and we are happy with the experience.

I booked an accommodation through a website using their software, and the price increased by €100 between the "overview" and "confirmation" pages. This happened during a single booking session without leaving the page idle or any other interruptions. It is absolutely unacceptable for such a significant price change to occur without additional confirmation during these two critical steps of the booking process.

Cloudbeds is off the rails, I can confirm the last view negative reviews...Payment gateways not working, both sides finger pointing to each other, those responses we do receive:

"The issue with Xendit is out of the scope of our "regular support team," of which I am part. This issue is handled by a team of specialists who work with integrations.
I promptly sent the issue to them, and the return I received was that they couldn't fix this matter, as this can only be addressed by Xendit.
as this is not something that I myself can address from support, and the integrations team can't address it from their end, we have our hands tied in what comes to fixing this issue for you.
It would be a great pleasure to assist you from our end, but as we lack the means to do so, we can not."

While Xendit is telling us similar stories....

Manual adjustments, blocked dates for unpaid booking attempts which do not clear up automatically, paid website bookings which are not being confirmed.

Deeply disappointed. We stopped onboarding our second place and looking now for alternatives.

They have been trouble all along. We can't get the support we need they didn't give us a number to call for 4 months and our bank shows we have received $30,000 less than cloudbed reports show. We have lost most of the charge backs that they claimed to have fought for us. We have also found the rates they have are not fully honest because they charge for phone support and many other things. Their invoices are often glitching out and putting negative numbers on our invoices to costumers. We would never recommend this system to anyone mainly because of the bad support they offer. My sister has it for another hotel and my parents have it for their property. We are leaving it as soon as possible they have been dishonest and we have all found missing money that they show on their reports but wouldn’t help us understand where it went! They also charge $140 a month if you use a different credit card processing company. They told us it would be much less. We have been very frustrated with this company!

We have been experiencing an issue with cloudbeds since December with guests receiving notice that their payments have failed. Each time I have had to manually process the reservation over the phone. There is no way of knowing how much revenue is lost by guests who simply booked elsewhere without contacting me directly. Cloudbeds have maintained that the issue is with the payment gateway but it occurs only with cloudbeds. Payments for our events are processed without fault yet the same cards fail to process through cloudbeds. Customer service responses have been slow and seem unwilling to investigate comprehensively despite repeated requests for a prompt resolution. It has taken a lot of time, trial and error, including conversation with the more helpful customer service of other companies, for me to isolate that the problem lies with cards issued from a specific financial institution. This bank then explained that the security standard employed by cloudbeds is insufficient as it does not provide adequate security protocols. I have informed cloudbeds of this and yet another day has passed without any clarification, apology or resolution. It is difficult to justify staying with cloudbeds and impossible to recommend to others unless there is clear changes and improvements in functioning, trust and customer service

I have been working with Cloudbeds for 3+ years on several different properties. When I started my third project, going with the same PMS was basically a no-brainer. My onboard agent Alex missed the initial call. Since I have limited time, we just set it up as always without discussing on a phone call. However, without us talking about it, he gave me the most expensive subscription with countless things we don't need. They charged us 3 months before even making the effort to onboard us. I asked them to refund me, which they agreed upon, but it hasnt happen since "customer service is still working on it". They emailed me weeks ago saying they will give me a call, with no call every actually reaching me. It's been honestly a nightmare and despite all the years working with Cloudbeds, I am close to switching. Seems like they absolutely don't care anymore and will just blindly charge. When it finally came to the onboarding process, our Account Manager Lucia failed with the easiest tasks, couldnt remember her own product, and has so little time that her email auto response to everything is "my inbox is not frequently monitored"...this is not how I experienced Cloudbeds and I really hope they turn things around, but would not recommend this to anyone right now.

Korina B. made a very good explanation and her service was great

I booked a hotel through cloudbeds.

I got confirmation about my hotel booking, but upon arrival to Caring Hotel London, Hyde Park, the hotel told me there is no reservation of room under my name.

I have to rebook another hotel on the same day at the higher price as it is last minute.

Korina B from Cloudbeds was absolutely fabulous. She led me through the process of connecting to my channels and was even willing to wait on the line while I went through all the steps. After getting cut off at my end, her colleague then put me back onto her and Korina was able to continue to assist me. Nothing was too much trouble for her. Fantastic end-to-end service. Thank you so much Korina and Cloudbeds! I'm happy I made the move to you.

We received quick and honest answers to provide us with a solution and understanding of the problem presented.

Cloudbeds has a ridiculous system of email templates. Incredibly over-complicated

We experienced a real problem with a template that we deleted two years ago. The template contained outdated pricing and the new and current template updated the pricing - in two consecutive years

Our customers are stiil receiving the two year old template with much lower prices stated there

I have now drawn this to Cloudbeds attention on several occasions. The problem Cloudbeds now tell me (two years later) is that I have to complete the Autofill square on the Email Template to ensure the changes are translated into all languages

One would have assumed it is common sense to say that if a change is made in one language it is made in all languages? Why have the Autofill square there in the first place? In addition it has taken Cloudbeds two years to ascertain this was the problem with an ancient and deleted email still being sent to our guests

I have contacted the Cloudbeds team over and over in relaton to this problem. I am yet to receive an apology or a response that attempts to rectify the system and that I can pass on to my guests. I cannot remove the deleted email from the system. Only Cloudbeds can do that and they don’t appear to know how to!!!

Cloudbeds - your sign off should read - cheers to less reservations and unhappier guests!!!!

Nao funciona para o BRASIL.
E lamentavel que demoram muito para um suporte.

It doesn't work for BRAZIL.
It's unfortunate that it takes a long time for support.

Tomás helped me solving for good a problem that had been going on for a long time. Really appreciate his support and patience!!

We were having trouble with our login and we emailed the support team, within minutes Tomás D. responded and quickly resolved our issue.

Denis gave me a great help connecting my OTA

Exceptional 24 hour support, had some recent issues with mapping to booking.com (Korina B) spotted the problems quickly and had them rectified with ease. All back up and running and really happy with the service as always.

Help me on everything.