Cloudbeds Guest Experience Global Messaging FAQ

Lorena Pamplona

Updated November 13, 2025 17:23

Find here the most common questions about Cloudbeds Guest Experience Global Messaging.

The crediting system does not apply to properties in the US and Canada.

How can I check my credits balance?

The usage indicator in the top navigation will display your current usage. Clicking on the usage indicator will open the credit drawer with additional details about the amount you have used, and how much credit you have remaining.
You will also be notified once you have 5 credits left (or the local currency equivalent), 2 credits, 0 credit, -10 credit, and 20 credit.

What will happen if I run out of credits?

If your balance hits 0.00 credits or less, your outbound messaging is disabled. Inbound messages from guests will still work, and you will continue to incur costs for each inbound message.

At a -20.00 credits balance, your guest messaging capabilities account will be suspended until your balance is greater than 0.00 credit. All guest messages during this time will be lost. In order to reinstate messaging, add credits to your account.

Is SMS available in all countries?

Not all countries have SMS feature available. Reach out to our support to check if SMS is available in your country.

What happens if I do not use my translation credit right away?

Each Cloudbeds Guest Experience account is provided a one-time 10 credit equivalent to $10 USD credit for autotranslations to be used within the Cloudbeds Guest Experience platform. This credit is indefinite and will rollover if not used. You will be able to see how much translation credit is available within the platform.

What do we recommend you to maintain GDPR compliance?

Hotels are responsible for collecting and maintaining guest opt-in. Cloudbeds Guest Experience recommends that hotels utilize the Cloudbeds Guest Experience Opt-In Engine to collect explicit opt-in if they are using SMS, and opt-out language should be appended to the end of each Automated Message.

What is the SMS and WhatsApp pricing?

Cloudbeds Guest Experience Global Messaging offers properties the opportunity to have messaging credits to use SMS and WhatsApp with guests. The pricing of SMS and WhatsApp messages varies per country. Click here to check the estimated WhatsApp and SMS Pricing per Country/Region.