This article answers common questions about the Cloudbeds CRM product and provides helpful information about this product.
I'm encountering an error when trying to access the CRM. How can I resolve this?
Take a screenshot of the error, note the date/time, and contact our Support Team so they can investigate the incident.
Can I send a campaign if my sender is not verified?
No, it's not possible. If you try to send a campaign without verifying the sender, a message will appear asking you to verify the sender before the email can be sent.
How can I verify the sender's email address?
- From your Main Menu
, click Cloudbeds CRM
, and navigate to Settings
- Go to Senders
- Click the Add Row button to enter your preferred sender Name and Email address
- Click Save
- Click the Verify option
- The system will prompt you to a new pop-up window where you must enter the verification code you must have received via email.
- After verifying the sender's email, the system will send your campaign emails.
All emails may be delivered, but Statistics and Reports could take up to one hour to update.
How can I upload a list of new contacts to the CRM?
- From your Main Menu
- Go to Lists
- Click the Import Guests button and follow the steps described in this article.
To ensure that each column in your CSV file (such as email, name, or phone number) matches the correct contact attribute in the system, click the Download an example .csv file link.
If the link isn’t working, you can download it here.
Can guests unsubscribe from emails sent through CRM? If so, how do they do it?
Yes, each mailer sent through Cloudbeds CRM includes an unsubscribe link by default, allowing guests to opt out of future communications.
Additionally, there are two other ways to handle unsubscribe requests:
- Manually unsubscribe a guest:
- From your Main Menu
- Go to Guests
- Locate and click the desired Guest Profile
- Click on the Subscription Status or scroll down and click the pencil icon next to the Subscription Status
- Check the Unsubscribe box
- Click Save to remove them from mailers.
- Adding an unsubscribe link manually:
You can include an unsubscribe link in any email by adding a hyperlink with the code {{unsubscribe}}.
Learn more about Subscription Statuses or Guest Profiles in general here.
How can I delete a list?
At the moment, you cannot delete a list on your own. You must contact our Support Team for assistance.
How does duplicate information added to the lists affect the system, and are the emails added via lists given their guest profiles?
- The system will automatically remove duplicate email addresses, ensuring guests do not receive mailers multiple times.
- Email addresses added through lists will be included in new profiles if they are new, and existing email addresses will be merged.
Can you provide more sample templates for email campaigns, surveys, and forms?
We’ll provide additional sample templates for all campaign types and forms by Q2 2025. In the meantime, you can refer to the email campaign guide for helpful tips.
Survey samples will be introduced later, although a specific deadline has not yet been established.
Is there a limitation on the types of communications I can send out via OTAs?
Typically, hospitality campaigns send a message after checkout informing customers about general discounts for future bookings. Alternatively, we can incentivize them to sign up using their real email addresses.
As long as the messaging does not explicitly discourage booking through online travel agencies (OTAs), this approach is considered standard practice and has proven effective for our customers.
Is there a feature within the CRM that allows properties to track which guests are engaging at high/higher rates with their emails?
We don't have this feature available yet, but we are in the process of adding many more intent/engagement-based metrics during Q2 2025.
How can I check the revenue generated by my campaigns so far?
To view the revenue attribution, follow these steps:
- From your Main Menu
- Go to Campaign Statistics
- Find the desired campaign and click on the Report button.
You will be redirected to the Campaign section.
- Check the Revenue section on the Stats and Revenue Detail tabs.
You can access these reports from the Campaign section, but the Report section is easier to use because it is already filtered by Sent status. Campaigns with other statuses won’t have the Report button.
Suggested article: Revenue Attribution in Cloudbeds CRM Email Reports.
How does attribution work? For example, if a reservation is booked within a 30-day window of receiving two campaigns, does it attribute it to the most recent or both?
If the guest makes a booking at your property within 30 days of receiving and engaging with two email campaigns, the revenue from this booking is attributed to both campaigns combined.
However, on the Analytics page and the CRM Overview section, the system will show it attributed to the last campaign so that you can have an accurate view of the actual revenue generated.
Here's how to access the Analytics page:
- From your Main Menu
- Click Analytics and select Marketing
- Use the filters to customize your view
- Check the revenue generated by your campaigns.
To know more about the CRM Overview page visit this article.
Regarding guest segmentation, how can I filter guests by the type of accommodation they stayed in?
You can use the "Room Code" segment filter.
- From your Main Menu
- Go to Segments
- Click Create Guest Segment
- A dialog box will appear. Fill in the details and ensure you use the Room Code filter. Separate multiple codes with commas, if needed.
The Room Code filter matches the Abbreviated Accommodation Code you establish when you create a new accommodation type.
If you do not wish to create a new guest segment, you can edit an existing one. To learn more, refer to Guest Segments in Cloudbeds CRM.
Can I access the reports based on which room types my customers tend to book on each campaign?
We don't yet show that in the aggregated reports. This functionality is on our roadmap; however, no estimated availability date has been determined.
In the meantime, you can access the bookings and view the room type per booking if needed.
I want to know how to generate a report for the company profiles or travel agencies. How can I identify on the CRM if a guest profile was created through a travel agency, for example?
We have fields to identify the travel agent or company on the booking, but as of now, the CRM is more Guest-focused.
Properties can manually import company profiles as new contacts in a separate list and send out mailers to them as an alternative solution.
Suggested article: Manage contact lists in Cloudbeds CRM.
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