Guest Experience Software

Turn guest experience into your growth engine.

From first click to final farewell, Cloudbeds Guest Experience gives you the power to deliver high-touch hospitality at any scale. Automate the busywork. Personalize every moment. And put your brand — not just your beds — at the heart of every stay.

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A flawless guest experience, choreographed by you

Build anticipation and revenue before your guests even pack their bags.

Engage guests with automated messages, digital registration and check-in, and personalized offers to ensure a seamless arrival.

Keep your team in sync from the moment they check in.

Use the unified inbox and team workflows to handle guest requests and resolve issues while they are still on-property.

Make check-out the beginning of your next booking.

Drive repeat business and boost your review scores by tracking guest feedback and sentiment in real-time. Hotels that lift review scores by 1 point can increase prices by 11% (source: Cornell University).

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Cloudbeds Guest Experience helps us to implement processes more effectively, in line with what the modern traveler is currently looking for. The digital check-in functionality has significantly reduced client wait times, leading to a smoother and more satisfying arrival experience.

Francisco Santoveña DomenechDirector of Operations at Grupo Catedral.

See how they’re crafting the perfect stay

25%

Uplift in reservations

+15%

Uplift in reservations

95%

Uplift in reservations

AI-powered chatbot and unified inbox

Put an end to the endless tab-switching, missed messages, and the “I thought you saw it” moments that lead to a bad guest experience.

Faster responses

Respond faster to guest questions and inquiries, and convert these into bookings.

Your chatbot, everywhere

Add your AI-powered chatbot to your website, or use it via WhatsApp or SMS.

One inbox for all messages

Centralize email, SMS, WhatsApp, social media, and chats from OTAs including Booking.com, Expedia, Airbnb, VRBO, Agoda, and Ctrip.

View all conversations in one clean thread

Access Guest Chat, Live Chat, and Team Chat without leaving your PMS.

Auto-translation

Make every guest feel like a local by auto-translating messages into any language.

Guest Portal

Give your guests easy access to their reservation details and key information about your property, all through a simple link.

Online guest guide

Show reservation details, property info, and policies in a convenient online guide.

Details for guests

Add photos, amenities, digital key and access codes.

Easy cancellation

Allow guests to cancel their direct reservation within the portal.

Digital check-in and check-out

Deliver a seamless, contactless experience that saves time, reduces friction, and sets the tone for effortless hospitality.

Collect signatures, documents, and payments

Let guests check in before they even set foot on your property — documents, signatures, and payments all synced directly to your Cloudbeds PMS.

Digital keys and access codes

Connect with door locks to provide access codes or digital keys.

Auto checkout and post-stay automation

Enable self-checkout on departure day by presenting guests with their folio and allowing them to pay outstanding balances online.

Digital payments and folio sync

Guests can easily charge items to their folio, syncing directly with the Cloudbeds PMS or integrating with Stripe and other digital payments.

Kiosk

Help guests avoid lines and allow your staff to provide personalized, mobile check-ins by transforming your hotel lobby into a self-service check-in/check-out station.

Self-service tablets

Turn tablets into guest self-service or staff-assisted check-in stations.

Minimize queues

Reduce lobby lines and speed up arrivals.

On-site detail capture

Capture payments, IDs, and signatures securely on-site.

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Tickets and tasks

When your team is in sync, your guests feel it. All your team chat, tasks, tickets, and inspections in one place so nothing slips through the cracks.

Create tasks from guest requests

Easily create new tasks and assign, track, and complete these in real time.

Mobile app support tickets

Track and manage tickets from the convenience of a mobile device.

Automate internal workflows

Create rules for ticket assignment, notifications, and auto-archiving.

Use team chat for seamless collaboration

Create channels for different teams or tasks, use internal notes for internal communication, and convert guest messages or issues into tickets.

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The guest experience you want, the control you deserve

Your vision for the perfect guest stay shouldn’t be limited by your tech. Take back your freedom to bring it to life.

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Real stories.
Real results.

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Cloudbeds Guest Experience is a big help to both our staff and guests in terms of increasing and improving communication between parties to make things more seamless.Cloudbeds Guest Experience is a big help to both our staff and guests in terms of increasing and improving communication between parties to make things more seamless.

Kevin Bowen

Director of Operations, The Pad, Silverthorne

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Cloudbeds has impacted the guest experience pretty substantially. The ease of access to support from our front desk team, the ability to request any number of things from your cell phone really takes a lot off of the guests’ plate.

Anthony Gutierrez

General Manager, The Pearl

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Cloudbeds is so simple and really helped me understand some of the more difficult concepts, develop strategies, and better train staff members to deliver memorable experiences to guests.

Bernardo Thierstein

General Manager at The ZERO Box Lodge Porto

ebook

Get the upsell playbook

Free download

Learn the strategies for turning every guest touchpoint into an opportunity to elevate their trip — and grow your bottom line.

Resources to help you build what’s next

See all resources

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GuideGuest messaging: what is it, why it matters, and 9 best practices.

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GuideGuest feedback: Why it matters and how to use it (*survey template)

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GuideGuest feedback: Why it matters and how to use it (*survey template)

Frequently asked questions

What is guest experience?

The hotel guest experience, also called GX, is a guest’s overall impression of your property. While most customer experience in the hotel industry is drawn from interactions on property, such as with the front desk staff or concierge, hoteliers should be aware that it also includes pre-arrival and post-stay experiences. Guest experience can even include the discovery stage of the guest journey, as potential guests can make an impression of your property from their digital experience using your hotel website and even your pricing.

What is smart guest experience?

In the hospitality industry, a smart guest experience comes from a combination of anticipating your guests’ needs and using technology to provide an easy and seamless experience, such as contactless check-in. While personalized experiences and service and proper hotel management and staffing will always play a role in traditional guest experience, smart guest experience utilizes technology such as customer experience management software and other apps and management tools to unify your team, help you predict your guests’ needs, and elevate your guest experience beyond expectations.

What is guest experience management?

Guest experience management involves organizing your hotel operations to service guest needs, address their requests, and exceed their expectations at every touchpoint possible. Proper guest experience management means anticipating guest needs, fulfilling requests, personalizing service, and addressing and amending complaints. It also involves using management tools to track customer data, customer engagement metrics, and satisfaction as a way to increase guest retention and build lasting customer relationships.

What is the difference between guest experience software and guest management software?

Guest experience software and guest management software share similar, intuitive features. A property management system (PMS) often has built-in functionality to help with guest management, such as handling guest data, while guest experience software can help modernize and facilitate processes by providing digital services like pre-check-in, contactless check-in, digital keys, and enhanced guest communication. A guest experience platform provider should have features to manage both the guest experience and management of guest data that is essential for hotel operations. To distinguish the two, guest experience management software features include –

enhanced guest communication tools, such as a unified inbox for responding to guest messages in their preferred mode of communication and language, and Live Chat or chatbot
automated messaging and notifications to request guest feedback and reviews
streamlined communication for your staff
data and analytics to track your performance

and guest management software features include –

guest profile creation and storage
reservations management
information on guest arrival, departure, and room status
analytics and reporting on your guest demographics

What does a guest management system do?

A guest management system helps you manage all of your guest data and processes for check-in and check-out. It can also help you gather data about your guests and their preferences so you can make more informed decisions about how to enhance your guest experience.