Manage Cloudbeds Guest Experience Campaigns and Surveys

Campaigns help your property with market promotions, enhance brand awareness, and engage guests, while Surveys provide feedback to improve service quality, guest satisfaction, and operational efficiency. Together, they boost guest experiences and optimize your performance. Check here how to manage Campaigns and Surveys on Cloudbeds Guest Experience.

Manage Campaigns

1. Access the Company Settings page

   

2. Select the Campaign History section.
3. Under Actions, click the view icon to open the campaign.

   

On the next page, you can check the following details about the campaign:

• Performance
• Message Analysis
• Top Messages
• Recipients
• Start a Campaign tab (Follow-Up Campaign)
• Option to send a Follow-up on this Campaign

Send Campaigns

On the Campaign History page:

1. Open the Follow-Up Campaign next to the recipient's email.
2. Choose the messaging channel.
3. Enter the Campaign Description.
4. Add departments, if needed.
5. Add Guests to the recipients.
6. Type the Campaign message.
7. Click to send or schedule the campaign.

     or  

Manage Surveys

• Send a message to your guest(s) in the form of a question where the platform tracks the response.
• Automate specific responses based on the guest's reply.
• Surveys are created by admins, but all users have access.

Create New Surveys

1. Access the Company Settings page.

   

2. Go to the Surveys section.
3. Click to create a new survey.

   

Fill out the Survey details:

4. Survey Title – not seen by guest.
5. Question – text sent to the guest to start interaction.
6. Answer Type:
   • Options – text-based “yes” or “no”.
   • Range – number-based 1–10.
7. Enable Strict Mode, if preferred (requires exact guest response).
8. For automated replies, click the automation icon.

   

   • Set the time delay (suggested 0).
   • Type message or use message icons for additional services.
   • Click Save.
9. Click Create on the top right corner.

Edit, Delete, and View Survey Results

On the left side of each Survey card:

1. Click to see survey analytics.
2. Click to edit the survey template.
3. Click to remove the survey.

Send a Survey through Guest Chat

While writing a message on the Guest Chat:

1. Click the add icon.

   

2. Go to the Surveys tab.

   

3. Search for the template you want to use and click the insert icon.

   

4. Click Insert Template.
5. Click Send.

View Surveys History

1. Access the Company Settings page.

   

2. Go to the Surveys section.
3. Click the history icon on the top right corner.

   

4. On the Survey Results page, click the export icon.

   

You can also view each guest’s Survey History in the Guest Chat page.