While a lot of hospitality technology vendors can claim they “integrate with the PMS,” the real differentiator is depth: where the workflow lives, what data the system sees, how many vendor relationships a hotel has to manage, and whether the experience actually holds up at operational scale.
That’s where Cloudbeds Guest Experience is redefining the conversation. What began as the acquisition of Whistle in 2022, already a proven guest-messaging platform with a strong customer base and real messaging volume, has evolved into a deeply connected guest-experience layer embedded directly into hospitality operations.
This involved years of platform work: embedding workflows into PMS operations, connecting guest journeys directly to reservations and operational data, expanding surfaces like digital check-in and kiosk mode, and scaling the system across a global customer base of thousands of hospitality businesses.
Today, Cloudbeds Guest Experience powers more than 4 million guest conversations every month across 13 channels, including SMS, email, WhatsApp, Booking.com, Airbnb, Expedia, and live chat. It also processes more than 80,000 digital check-in flows per month with approximately 75% completion rates.
From alpine hostels and boutique inns to luxury resorts and multi-property groups, here’s how properties worldwide are using Cloudbeds Guest Experience to transform the guest journey into something more intuitive, more connected, and more human, while simultaneously unlocking new levels of operational efficiency and revenue growth.
Today, most customer feedback is either shared directly with a property in the form of in-person comments and post-stay surveys or indirectly on public channels like online review sites and social media. Feedback can be very broad, such as a property rating on Booking.com, or very specific, such as detailed remarks shared in a guest survey.
Friction-free hospitality
At Vermont’s Après Inn Killington, Cloudbeds Guest Experience became what the co-owners, and first-time hoteliers, describe as the “real quarterback” of their operation. By automating 100% of guest communication and enabling digital check-ins, the property was able to eliminate the need for a traditional 24/7 front desk while still maintaining stronger guest satisfaction scores.
Guests now receive automated texts, emails, and OTA messages containing room numbers, personalized access codes, and clear digital arrival instructions, powered through apps connected via the Cloudbeds Marketplace.
At the same time, Cloudbeds has become the operational command center behind the scenes. Using the Unified Inbox, the team manages guest communication from Booking.com, Airbnb, Expedia, and other channels in one centralized place, eliminating the need to juggle multiple systems or risk missed messages.
The Guest Portal further streamlines the experience, allowing travelers to sign agreements, access digital guidebooks, and find everything they need without ever stopping at a front desk.
The operational impact has been substantial:
- Saved 8 hours per day previously spent waiting for guest arrivals
- Eliminated the need for a second-shift front desk employee
- Reduced labor costs by approximately $55,000 annually
$55K
Saved annually by Aprés Inn
Cloudbeds Guest Experience has also helped Portugal’s multi-property group Cheese & Wine automate 70% of guest communications, including online check-in workflows. This helped the group reduce operational strain and eliminate long overnight shifts that had contributed to front-office turnover.
As Co-Owner, Sérgio Cândido Pinheiro, puts it,
Cloudbeds Guest Experience has been incredible. It allows us to deliver fantastic customer service while at the same time reducing front-office team turnover due to long hours and night shifts.
He continues, “There’s a lot of competition to get the best people, and our schedule, thanks to Cloudbeds, is a differentiator. We offer our staff much better schedules.”
At Texas’ La Palmilla, a fully contactless resort concept created by a couple with zero prior hotel experience, the guest experience kicks off before arrival. Once a booking is made, guests receive a digital liability waiver. On the day of arrival, a series of messages are delivered to guests leading up to check-in with access codes, property directions, and check-in information.
The team informs guests well in advance that La Palmilla is a contactless property, ensuring a smooth and modern check-in experience. If there’s any confusion, staff are available to assist, either online or through on-site support.
This approach has reduced labor costs tied to front desk staffing and overnight coverage, while helping the property earn nearly 300 five-star Google reviews, in part thanks to Cloudbeds Guest Experience supporting thoughtful touches post-stay.
I love that Cloudbeds has a tool to schedule emails for guests after they check out. Once a guest departs, they receive an email from us saying, ‘We hope you have a safe journey home. Here’s a playlist from your stay to remind you of us.’
Germany’s Wandery Hostels has embraced a similar digital-first philosophy, using Cloudbeds Guest Experience to encourage more independent guest experiences and achieve 100% digital check-ins. The results speak for themselves:
- Became the #1 best-reviewed property in their area
- Reduced time spent answering basic guest questions from 12–13 hours per month to just 30–40 minutes
- Reduced owner on-site requirements from 7 days per week to just 1 day per week
Together, these properties illustrate how guest journeys are becoming increasingly digital, self-service, and mobile-first. Not at the expense of service, but in ways that allow hospitality teams to operate more efficiently while catering to the needs of modern travelers.
Communication that feels more personal, at scale
Modern travelers increasingly prefer texting and messaging over traditional calls or emails, and properties are using Cloudbeds Guest Experience to meet guests on the channels they already use.
Bay View Collection describes it as a “game-changer”, allowing staff to interact with guests naturally through text messaging, while Bluff Dwellings Resort has seen improved overall responsiveness and engagement by communicating with guests who prefer texting over phone calls or email.
Greece’s Tella Thera leveraged WhatsApp communication so guests could request anything, from buggy rides to local recommendations, while ensuring every interaction remained visible to the full management team. And for France’s Maison Hubert, which prioritizes human connection over technical complexity, having centralized guest communication through the Unified Inbox has proven vital.
Turning better guest experiences into better business outcomes
These transformations are not only improving guest satisfaction, they’re also driving measurable business performance.
By automatically sending review links and opening dialogue when survey scores came back below expectations, California’s The Casetta Group saw the following outcomes:
- Their “The Pearl” property rank among the top 20 hotels in San Diego on Tripadvisor out of more than 500 competing properties
- More upsell opportunities through mobile guest engagement
- Streamlined housekeeping and amenity requests directly from guest phones
Malta’s Vegas Resort, operated by Leo Property Group, similarly used post-stay surveys to improve guest feedback management and proactively elevate its Booking.com review score to 8.5.
These results show that when communication becomes more timely, personalized, and frictionless, guests reward properties with stronger loyalty, higher ratings, and increased direct engagement.
Empowering leaner, more flexible teams
New Orleans’ The J Collection uses Cloudbeds Guest Experience to enable remote communication between general managers and guests, while also supporting touchless experiences like mobile key access.
Cloudbeds Guest Experience has really helped us out with communicating with employees throughout the hotels and having the GMs able to use their phones to communicate with guests rather than be at the hotel. That’s allowed us to save by clustering GMs up into different hotels.
Believing that the guest experience is going to become increasingly touchless, Chris sees Cloudbeds Guest Experience as the perfect tool to accommodate this evolution. “You’re always going to need somebody at the front desk so I think it’s just going to make business better. You’re accommodating the people that don’t want to speak to anybody and you’re accommodating the people that do want to speak to somebody, so all in all you’re just making every guest happy,” he explains.
What platform discipline looks like
While each of these properties is unique, they all share in the philosophy that hospitality should feel effortless for guests and empowering for teams.
Using Cloudbeds Guest Experience they’ve been able to deliver more seamless, personalized guest journeys while simplifying operations behind the scenes.
From mobile-first communication and contactless experiences to automated workflows and integrated systems, they’re reducing operational complexity, saving valuable staff time, and responding to guests faster and more proactively. At the same time, they’re unlocking new opportunities for growth through stronger direct bookings, increased upsells, and higher guest satisfaction and review scores.
Connected hospitality isn’t a yes-or-no question, it’s a depth question. And increasingly, the properties leading hospitality forward are choosing platforms built into their operations.
Built in, not bolted on.
