Configure and use SMS messaging

Lorena Pamplona

Updated July 31, 2026 18:55

Purpose	Connect and configure an SMS phone number for messaging in Cloudbeds Guest Experience.
Best for	Property admins and operators who manage guest messaging settings.
Use this when	You are enabling SMS, completing regulatory registration, or selecting a local, toll-free, or Hosted SMS option.
Requirements	Access to the Cloudbeds Guest Experience Company page, accurate business records, and any country-specific consent or registration information required for the selected number type.
Expected result	Your property has an SMS number configured for receiving and replying to guest messages after the applicable verification or approval is complete.
Limitations	Available number types and registration requirements vary by country. Properties messaging U.S. phone numbers may need A2P 10DLC registration, and approval can take 15 or more business days.

Introduction

Cloudbeds Guest Experience uses a connected phone number to receive SMS messages and reply to guests. The setup path depends on the property's country, the destination of the messages, and the phone number type you plan to use.

Start with the standard SMS setup. Properties in the United States or Canada that message guests with U.S. phone numbers must also complete A2P 10DLC registration. Toll-free and Hosted SMS options have separate requirements.

Enable SMS messaging
Register for A2P 10DLC in the U.S. and Canada
Set up an alternative SMS number in the U.S. or Canada
Check SMS availability by country

Enable SMS messaging

Use this section for the standard SMS setup available for your property and selected phone number type.

Go to the Company page.
Select Messaging Services.
Find SMS.
Turn on the SMS toggle.
Click Edit settings.

Open the Phone Number Bundles tab.
Select your country and phone number type (mobile, local, toll-free, or national).
Click Initialize regulatory compliance.

Complete the Business Information form, and continue.
After the system processes the uploaded document, click Done.

SMS verification can take up to five business days. You will be notified when the number is ready to use.

Register for A2P 10DLC in the U.S. and Canada

If your property is located in the United States or Canada and you plan to send SMS messages to guests with U.S. phone numbers, you must register your business for A2P 10DLC.

A2P 10DLC is the registration framework used by U.S. mobile carriers for application-to-person messaging sent from standard 10-digit phone numbers. Registration helps carriers identify legitimate business messaging and improves message deliverability.

Complete all preparation steps before submitting your registration.

Enter accurate business information that exactly matches your official registration and tax records.
Do not enter the hotel or property name as the Legal Entity Name unless it is the registered legal name associated with the business identifier.
Do not enter your general website in a field requesting the Booking Engine URL. Use the public Cloudbeds Booking Engine link where guests complete their reservations.
Configure your privacy policy, terms, GDPR functionality, and SMS consent options before submitting the registration.
Incorrect or incomplete information can cause the Brand Profile or Messaging Campaign to fail. Corrections may not be available until the registration has been reviewed and rejected.
Outbound SMS messages may remain blocked until registration is approved. Approval can take 15 or more business days.

Prepare your property before registering

Complete the following configuration before submitting the A2P 10DLC registration. These settings help demonstrate how guests provide consent to receive reservation-related text messages.

1. Enable GDPR Compliance Functionality

In Cloudbeds PMS, go to System > Preferences.
Scroll to the bottom of the page.
Enable Enable GDPR Compliance Functionality.
Click Save.

2. Add your property-specific Privacy Policy and Terms & Conditions

Before submitting the A2P 10DLC registration, add your property's own legal content to the Privacy Policy and Terms & Conditions sections on the Policies page in Cloudbeds PMS.

To access, go to the Property Settings > Policies > Terms & Conditions and Privacy Policy.

When content is added to either field, the Booking Engine automatically displays a corresponding footer link that opens a dedicated page with that information.

The Privacy Policy and Terms & Conditions must apply to your property. Do not use generic Cloudbeds legal pages or shared sample links as your property's published policies.
Both pages must be publicly accessible to guests without requiring them to sign in.
Cloudbeds does not provide built-in legal templates in the Policies page. Your property is responsible for reviewing, publishing, and maintaining its legal content.

3. Enable the Booking Engine marketing consent option

Go to Settings > Booking Engine > Settings > Marketing.
Enable the option to show marketing and messaging consent during the booking process.
Confirm that the consent checkbox is optional and is not selected by default.

4. Add the SMS consent language

Under Show the option to opt in to marketing content during the booking process, add the following text. Replace [Property Name] with the guest-facing name of your property.

Consent disclosure:

[Property Name] — By providing your mobile number and selecting the option below, you authorize us to send text messages related to your reservation, which may be sent using automated technology, to the number provided. Consent is not a condition of purchase. Message frequency varies. Message and data rates may apply. Reply HELP for help or STOP to cancel. View our Privacy Policy and Terms of Service.

Opt-in option:

Yes, I want to receive text messages about my reservation and accept the property's Privacy Policy and Terms and Conditions.

Opt-out option:

No, I do not want to receive text messages related to my reservation.

The opt-in option must not be selected by default.
Guests must be able to complete a reservation without agreeing to receive SMS messages.
The Privacy Policy and Terms of Service references should link to the property's published policies.

Submit the A2P 10DLC registration

Go to the Company page.
Select Messaging Services.
Find SMS and click Edit settings.

Cloudbeds Guest Experience SMS settings

Complete the A2P 10DLC registration form using your official business records.

Business details

Legal Entity Name: Enter the exact legal business name associated with the EIN or other business registration identifier. Do not enter only the hotel or property name unless it is the registered legal entity.
Industry: Hospitality is selected by default.
Business Type: Select the business's correct legal structure.
Business Identifier Type: Select EIN or the applicable identifier for your country.
Business Registration Identifier: Enter the identifier exactly as shown in your official records.
Company Type: Select the option that accurately describes the registered business.
Address: Enter the registered business address.
Website: Enter the complete public URL for the property's official website, including https://.
Booking Engine URL: When requested, enter the public Cloudbeds Booking Engine link where guests select a room and complete the reservation process. Do not enter the property's general homepage in this field.

Primary business contact

Enter a current contact who is authorized to provide information about the registered business.

Before clicking Submit, compare the Legal Entity Name, identifier, and address against the property's tax or business registration documents. The information must match exactly, including spelling and business suffixes such as LLC, Inc., or Ltd.

Review all information for accuracy.
Click Submit.

Information entered on this page is not saved if you leave before submitting the form.

A2P 10DLC registration form

Campaign approval requirements

The information submitted for the messaging campaign must accurately describe how your property uses SMS and how guests provide consent.

For reservation-related messaging, the campaign should describe the use case as notifications and customer-service messages about hotel reservations.

Guests provide consent during the booking process on the property's official website. The booking flow is powered by the Cloudbeds Booking Engine. During checkout, guests can select an optional checkbox agreeing to receive text messages related to their reservation.

Guests must normally select a room and proceed to the checkout page before the consent option becomes visible. Because the checkbox appears within the booking flow, it may not be available through a standalone direct link.

Your booking flow must include:

The property's business or guest-facing name.
A clear description of the messages the guest will receive.
A statement that consent is not a condition of purchase.
A statement that message frequency varies.
A message and data rates disclosure.
Instructions to reply HELP for help.
Instructions to reply STOP to opt out.
Links to the property's Privacy Policy and Terms of Service.
An optional checkbox that is not preselected.

Example reservation messages

Example 1:

Hi [Guest Name], this is [Property Name] confirming your reservation. Please reply YES to receive updates about your stay.

Example 2:

Your room is ready. Please let us know if you have any questions during your stay.

Message examples should match the property's actual messaging use case. Do not describe promotional or marketing messages if the campaign will only send reservation and customer-service notifications.

Common A2P 10DLC registration errors

If the registration is unsuccessful, the result may include a feedback ID explaining which business information could not be verified.

Feedback ID	Recommended action
TAX_ID	Confirm that the Legal Entity Name and business registration identifier exactly match the business's tax filings. U.S. businesses should normally use their EIN. Businesses outside the United States should use the applicable official registration identifier. Do not use the hotel's guest-facing name unless it is also the registered legal entity name.
STOCK_SYMBOL	Enter the company's valid stock symbol and the stock exchange on which it is traded. Do not select a publicly traded company type if the business is privately held.
GOVERNMENT_ENTITY	Select a private business type unless the organization is a qualifying U.S. government entity. A qualifying government entity may be required to provide a dated letter on official letterhead confirming its government status.
NONPROFIT	Select the nonprofit business type only when the organization can provide the required nonprofit documentation, such as an IRS determination letter or the latest applicable tax filing.

Registration rejected or still in progress?

Do not repeatedly submit different business information. First confirm that the property has completed the GDPR, Booking Engine consent, Privacy Policy, and Terms of Service requirements described above.

Then contact Cloudbeds Support and provide the property name, the registered legal business name, and a description of the registration status or error.

Cloudbeds Support will review the registration and determine whether the existing campaign can be corrected or whether it must be resubmitted.

Set up an alternative SMS number in the U.S. or Canada

If a standard local number is not the right option for your property, review the toll-free and Hosted SMS requirements below.

Set up a toll-free number

If you are facing issues with the A2P 10DLC registration while the process is being completed or solved, you can use an alternative toll-free number for SMS. Check how to configure the toll-free number in the step below.

Only United States and Canada toll-free numbers are available.

Configure the toll-free API

In the Company Settings page

Go to the Messaging Services
Click to Edit SMS settings

Go to the toll-free tab
Click on Choose toll-free number

You will be redirected to submit your registration for toll-free SMS.

Fields required:

Legal Entity Name
Street Address
Address Line 2
Country Code
State
City
Postal Code
Website URL
Estimated Monthly Message Volume
Primary Business Contact
- First Name
- Last name
- Email
- Phone

You can start using the SMS through the toll-free number registered, even if the registration is still pending. Contact Cloudbeds Support if you need any further assistance.

Set up Hosted SMS (for U.S. and Canada only)

If your property is located in the U.S. or Canada, you can enable your landline number to be used as a messaging service, too.

Acceptable Numbers - The only type of number that is eligible for Hosted SMS is a landline number;
If the number type is Mobile, they cannot be SMS enabled;
Currently, only US and Canada are supported;
If we SMS enable your landline number, any changes made to your provider will cause Cloudbeds Guest Experience to lose access to that number;
The number cannot be SMS enabled unless your call-tree is fully disabled

Follow the next steps:

Contact Cloudbeds Support requesting to enable Hosted SMS - One of our Customer Coaches will reach out to you to continue with the following steps.
A 6-digit PIN will be provided to you
An automated call will be placed to the landline number within 10 seconds after the PIN is issued to you.
Answer the call and follow the instructions to enter the PIN.
Cloudbeds Guest Experience will verify the completion.
An LOA (Letter of Authorization) will be emailed to you for signature.
Your landline number will become your Cloudbeds Guest Experience SMS number within 24-48 hours.