innRoad

Avantages

It is their customer service that makes them number one from my point of view.

Inconvénients

Initially group functionality was a little clunky when we switched to innRoad. It may partially because we were learning a new system. Group functionality has improved over the years.

Avantages

Allows to make and manage reservations.Interfaces to credit card payments, self-service web based version.

Inconvénients

Not all operations are logged. Data just "disappears" from the system.Undeveloped reports.Lack of training environment. Training users on "live" data is bad practice and impacts reports. I don't understand why they can't clone the database and setup separate website. Doesn't support external hardware (like driver's license reader)

Avantages

It's very simple. It was very automated. highlight was. With updates now you are clicking more and more. Now to add a new guest to the reservation you have to click add guest. Prior it was on the same screen.

Inconvénients

They have no clue what hotel operators need to thrive in the industry and fail to release any updates. During a pandemic you would think they would develop contactless check-in. They do nothing to allow hoteliers to drive the bottom line using technology.

Avantages

Very easy to use, very easy to set up.
Credit card set up is a breeze, we did switch credit card processors.
Booking Engine came together beautifully, we put both Inns together.
The link to the OTA's - three for each property (Expedia, Booking & Trip Advisor) and we only had brief troubles with one of them - was easy.
If you are having reservations about moving just take it slow and steady one piece at a time and you will get there unscathed.

Inconvénients

My main complaint and I think this is only because I was moving over from another system, is that the functionality of things were not explained.
The Sales Department gives its pitch and then you are turned over to an Implementation Team which I think should ask a lot more questions about how you run your business than they did. We would have saved a lot of time, effort and frustration.
A simple example is in some of their List Items, you enter all your Market Segment options in setup for a drop down menu that appears on the Reservation screen. Had they told me that the drop-down list shows up in the order that you enter them I would have entered them in a much different order. Simple stuff like that would have been very handy to know in advance.

The housekeeping functionality is seriously lacking, but I haven't really seen a system that has a good one.

Avantages

I bought a hotel management software package to save me from the liability of storing credit cards. I chose innRoad because it had to be cloud software so i can access it from any device with multiple users. It fulfilled all these requirements to my expectations. The sales and implementation team confidently shared projected growth that would more than pay for the software subscription. They were right and then some. I grew my business by 300% due to the ease of connectivity to all the booking sites such as Expedia and Booking.com that brought in new business. My favorite feature is the customer service and responsiveness. No issue I raise goes unaddressed nor am I left alone to solve my issues. Impressively they even offered time to help train my employees. Since I went from a manual paper based system to booking software I can't compare experiences between software vendors but I have to say if you have any home grown or manual systems I can't recommend more passionately that you need to consider innRoad.

Inconvénients

The software has a full feature set that can be overwhelming. It is important to carefully setup your rates, promotions and blocked rooms or you can run into challenges with wrong rates or double bookings. When in doubt reach out to support they are always willing to help get things right for you.

Avantages

I have been a customer of InnRoad for 5 years now, and find it very effective for my needs. I am a 45 unit hotel with 4 distinct properties. InnRoad is able to interface all 4 to act as one hotel, while at the same time keeping them distinct and separarate for accounting and configuring purposes. It is very easy to connect with Expedia.com and Booking.com - any rate changes or minimum stay changes I make, as well as availability pass thru to them in real time. I am able to easily add users to my account with varying degrees of access and restrictions, e.g. housekeepers can have their own account and logon to see the calendar to know what units need to be cleaned and when. Reservation input is easy and straightforward. The Tape Chart calendar is easy and straightforward to view with a 30 days out view - a "snapshot" window of any reservation is as simple as pointing to it which is helpful when flying thru your calendar. Customer service is always extremely polite and knowledgeable and utilize screen sharing to make support calls easier. There are many reports and variations of reports that are easy to create. Most importantly, InnRoad is constantly improving their functionality and updating the system. They listen to me as a client and have made changes to their system accordingly. As a long time customer, I can attest that InnRoad has made many upgrades over time - each one make the system better, and am encouraged that more upgrades are continually in the works.

Inconvénients

Sometimes the system is a little on the slow side when navigating thru the site or when making changes. Sometimes hold times for customer service is way too long. The ability to change any rate for any unit for any time period quickly and easily is not as easy as it should be.

Avantages

Support is very quick to answer and is very helpful! I know most of the reps by now. I also feel like the team has been listening to my feedback.

Inconvénients

I'd like to be more active in UX studies. I feel like the QA of some of the products can be improved through better regression testing or just by conducting more UX studies to really see how the application moves together holistically. I feel like some enhancements are missing certain elements or requirements which is typical in the software industry so not totally surprised.

Avantages

Employee Mistakes are easy to find and correct. Simple enough to remember the corrective action once experienced. For example, how to change a room using parking lot.

It has a question mark in the upper right that allows you to search for tips and read up on the features.

The customer service has never let me down. If I have a question I either call in or email, depending on my time constraints. They've been great with their help and responses to my staff and myself. If it is something that they are unable to manage or correct from their stand point, then it is passed to the IT department to investigate.

Inn Road takes care of Credit Card processing during the Audit process. We just have to run the reports and post everything from the day officially. Other than that, it is a simple print of the reports.

Inconvénients

There are features I miss that an older software I used had; like having a DO NOT RENT LIST for trouble guests.

The software is still learning and I consider it a Beta Phase until they've incorporated many features that people are requesting to see with the software.

Lock night audit periods!! The system allows you to proceed without completing this feature, which is a blessing and a curse; not sure if it is a pro or a con at this point.

Avantages

Innroad has a group of information and intelligent employeess that always finds a solution to my problems

Inconvénients

I would like it if the rates that were booked prior to a rate change didn't revert to the new rate . I believe if a customer books at a rate that rate should remain the same regardless if it is lower or higher.

Avantages

We moved to innRoad for the support which is great. Most issues can be resolved immediately. As a booking engine it works well for our business model for both our website and 3rd party bookings.

Inconvénients

The session management is very poor. Requires re-logging in multiple times a day because the session has expired.

Avantages

The thing I like most about innroad is the software is very easy to understand and easy to train people. The tape chart offers a lot of different things and is very self-explanatory with its color codes and reference guide available at any time.

Inconvénients

When I first got innroad a few years ago I found the software to be a little slow but over the last year they have improved that and I have no complaints

Avantages

I like the housekeeping intergration. I like that they can process our CC with ease.

Inconvénients

There are a lot of glitches. The software needs to be tested before it is put out there for the consumer to use.

Avantages

Tape chart functions are very good. Group bookings are pretty easy. Good visibility for room inventory and availability

Inconvénients

innRoad does not seamlessly integrate with our credit card merchant. It used to, but a couple of years ago they stopped supporting our merchant services and have since tried hard to get us to use their own merchant services. We don't like being pigeon-holed.

Alternatives envisagées 

Pourquoi passer à innRoad

Avantages

Ease of use, now, with things like being able to "right click", and being able to check out multiple rooms at one time, etc..

Inconvénients

I mentioned previously I do not like the color scheme. It makes things more confusing. I think tape chart is now too confusing and too many items included on each "room".
Also, and this is the most important issue I have, is that at least HALF the time I go onto inroad, no matter which browser I am using, I am not permitted to scroll in the tape chart. It is very frustrating. I have called for help and as always inroad personnel have been very helpful, but it keeps happening over and over again.

Avantages

How user friendly it is. How it has streamlined our two properties. Ability to run reports and track where guests are booking from and traveling from.

Inconvénients

How I can't use on my iPhone or tablet. So if I'm not at my desk I can't take a reservation.

Avantages

Ease of use, tutorials available, articles/how to guides just by searching a related term/word even if generalized. Hands down best customer support agents who don't stop if they aren't able to answer a question, instead they take it to a specialized team who proceeds with the inquiry/issue. They've followed up via email and phone every time I brought things to them. (I'm the squeaky wheel & utilize customer support a lot!) When responding to a feature availability inquiry the response has always been thorough and/or if feature was not currently an option they've taken it to a design team who has implemented it when possible. Their customer support has made reservation life so much more efficient.

Inconvénients

A few quirky things about the program are puzzling, but not deal breakers. I was an opera user before and miss the feature of having everything about a person and all charges and history be available on one screen in pop ups ~ it was like all my sticky notes right where I could see them with the guest in front of me.

Avantages

The payment terminal is quick and easy. Tape Chart is a clean "full property" view.

Inconvénients

Email automation only allows 1 email address per reservation.

Avantages

The system is full of options but easy to use. Training and trainers are thorough and knowledgeable about system and patient throughout the process. They are very fast and can get you up and running quickly. Support is around the clock and case workers are there to assist with guidance. There online tools and tutorials

Inconvénients

I signed up too early and should have waited to implement as I opened much later. Very impressive sales experience that took awhile to regain my confidence during implementation. Certain limitations, such as multiple persons in one room are not very well managed. The work around to get two names in one room is not acceptable as it alters the contact/billing information and eliminates the possibility of different prefixes for two individuals and the contact is associated with the payment processing. There are limitations to the marketing sources and sub-sources that need to be corrected, as they were clearly intended for use and were used by the first operators one can see.

Avantages

I found the software for my small bed-and-breakfast easy to use, and color-coded in a way that makes sense to me. I got a lot of assistance in the set up when I started with the software two years ago, and have found that they have continue to add features with great little videos on how to use those features, and truly wonderful customer support.

Inconvénients

Like all software programs, this one can be a little rigid, or not exactly intuitive. But, when I called customer service, they either can explain it to me and help me out, or, at times they've actually gotten back to the software engineers to change how the program works in the real world!

Avantages

My favorite thing about InnRoad is the easy set up and the ease of use. Training the staff was very easy and recently, they have added new features which have made InnRoad even more advanced. Innroad also has great reporting forms for forecasting, etc. I would highly recommend this software for any hotel.

Inconvénients

I can't think of anything that I would improve. Their tech support is always there if you need them.

Avantages

It's 24/7 support and that it integrates with VRBO and Airbnb

Inconvénients

That it doesn't integrate at all with any of the other B&B / small in reservations systems such as Hipcamp, Glamping HUb, etc. all these are very much up and coming /fast growing reservation sites and you should make an effort to bring them in as well/

Avantages

Very used friendly with many useful tools. I was impressed with the customizable online booking features that present our inn in a professional way.

Inconvénients

Customers who are entered into our database can have multiple entries of the same person. It would be helpful to be able to combine or edit duplicate names into one and eliminate redundant entries.

Avantages

Innroads just implemented 2 chart upgrades which make the chart much more intuitive, end-user friendly and easy to check on reservations. We welcome the constant improvements, and welcome the efforts to add features and cross-referencing.
Some of Innroads customer service agents are excellent and know how to address issues on the spot - always a delight and happy to have certain agents on the phone.

Inconvénients

Some minor suggestions:
we are waiting for a code change to ensure we do not close out a reservation with an neg/pos balance. We envision a color change when checking out so that staff and audit is alerted to the open balance.
Another suggestion is to ensure that the night tech team is trained enough to understand the issue at hand.

Avantages

The system was really easy to learn and easy to train. I love the immediate customer support response. I can email an issue over and I usually get a call right away. I am very happy with the choice we made.

Inconvénients

We did have some hiccups in the beginning but we worked them out. There are some more detailed reports I'd like to be able to get and maybe speed it up some but I know they are still working on it. Overall great for our property.

Avantages

None

Inconvénients

Screen has way too much info. Cluttered--see above

Avantages

I manage the hotel and hospitality departments of a golf resort, and our biggest issue when looking for a "21st century" property management system was our variance of taxable items (we charge for green fees that have no taxes in our packages, in the room rate). The implementation staff went above and beyond, with multiple help sessions, to ensure we would have that capability before we signed on with them. In a market of very comparable products, InnRoad staff certainly cares about there customers and end result.

Inconvénients

The hardest part of switching over our property management system to InnRoad was the added features of online integration. Lot's of options, it was hard to tell what we should prioritize first, but in the end the extended features certainly help!

Alternatives envisagées 

Avantages

90% of the time its super user friendly and gets done what it needs to get done.

Inconvénients

Unable to book more than one room at a time for the same guest which is just not efficient.

Avantages

It's easy to use, and very straight forward. Easy to train new people how to use it.

Inconvénients

Some features are not as user friendly as we would like, more specifically when loading rates.

Avantages

I like : * ease of viewing reservations through the Tape Chart
* ease of changing/moving reservations through the Tape Chart
* ability to SPLIT rooms in one seamless operation for the same guest
* customer support so far has been very helpful and usually prompt

Inconvénients

I don't like: * seems like too many buttons to click to save, commit, select, etc. some operations
* the difference on same dashboard button All Arrivals and Pending Arrivals, All Departures/Pending Departures (seems like Arrivals should
simply show All arrivals for the date, then have another button for Today's Checked In Guests; Departures simply shows all departures that date still In House and use another button for Today's Checked Out Guests
* Also - make UNdoing a Check In or Check Out simpler

Avantages

it is so easy to make reservations especially when it is a repeat guest. We do a lot of room blocks and they are so much easier to do now. I like how easy it is to cancel a reservation. And I love the Customer Service Team.

Inconvénients

I don't like it when it kicks me out and I have to sign in again. And I don't like when it goes really slow when trying to do a reservation. Neither of these happens a lot but if it is slow when I am busy I don't like it. They have been working diligently to correct this issue.

Avantages

It is in real time
Easy to use tape chart
The audit doesn't have to be done daily

Inconvénients

Customer service can be difficult (not the best at returning phone calls)

Avantages

Worked great during the mania of the eclipse! No overbookings despite several cancellations and re-bookings online. No more trying to close rooms on a travel website and have them refuse because they have not yet been closed on a competitor's website. Makes taking reservations from repeat customers much easier when they call, it pulls all of their information into the new reservation without requiring them to read off credit card number, etc. Customer service is always available and helpful.

Inconvénients

Occasionally hangs and doesn't update a reservation right away, but I suspect our internet has something to do with that.

Avantages

The amount of time that is saved and how it consolidated so many jobs .

Inconvénients

You cant access all the features on the mobile site

Avantages

The feature I most appreciate is the ability to capture all guest related information.

Inconvénients

There are two features I least appreciate
1) The inability to utilize the software in my local currency (Jamaican Dollars)
2) That payment information is not stored and we have to follow up with guests for payment.

Avantages

Inn road reservation system is very easy to use and learn. they have a help section with instructions on how to do a lot . You can schedule a class online . Or just call customer service on the phone which is available 24 hours a day. I have called a few times. And every time the repasenitive has been very polite and able to walk me through whatever I needed with step by step instructions. One time I was very busy with customers. And they just fixed my problem for me. And sent me a email with instructions on how to fix it myself if it happened again. Overall my experience has been excellent. And would recommend to anyone wanting to buy a reservation system

Avantages

Easy to use interface, very intuitive tape chart for current reservations.

Inconvénients

Some features are difficult to find on your own, but their customer service is excellent.

Avantages

The visual aspect is easy to interpret and explain to new employees. Also, the ability to correct mistakes in folios, etc. is very helpful when someone is learning, along with the ability to set roles and each users abilities.

Inconvénients

Adjusting the rates is time-consuming and definitely takes thought to work out the different seasons and rates, as well as minimum stays. Lowering rates for last minute bookings is sometimes a lot of effort if a new season has to be created as well.

Avantages

Ease of use is definitely a big asset. Whatever we are not able to manage get easily resolved with one phone call to support. Support team is knowledgeable and efficient; calls to support are promptly answered or returned very quickly.

Inconvénients

We felt that a full calendar of availability was missing and such feature was recently added and it's working great for our guests.

Avantages

manage 2 resorts reservation
great customer support

Inconvénients

doesn't always work perfect with Mac
wish you could update a quote

Avantages

Product easy to use with helpful set up. Support is usually good.

Inconvénients

Could do with automated email going to guest and us confirming a cancellation when a cancellation is made over the phone.

Avantages

I have used customer service a number of times when manager is not available and time is of the essence. I have always , always, had the problem resolved. I mainly call when a guest has a billing issue and is impatient when advised a manager is not available to help me help them. InnRoad support has provided the front desk with on screen sharing as well as regular phone directions. It makes the part time front desk shifts easier.

Inconvénients

innRoad does what it promises and more. It minimizes the work involved in managing my lodging business. InnRoad has helped to eliminate and streamline time and paperwork It should be noted as well that any system is only as good as its Support Team and hotline. I can honestly say that innRoad's 24-hour Support I also got the chance to get connected with all my channel managers super easy! (Bookings.com, Expedia, Hotels.com)

Avantages

The software is easy to use. I don't have to worry about making booking mistakes. It's also very easy to alter reservations and to see availability and rates of occupancy.

The hotel was not computerized at all when I became the manager 3 years ago. After I was here 5 months a person called from innRoad and convinced us to give innRoad a try. I am of the generation that is not very computer literate and innRoad helped me implement the system and offered training sessions to our whole staff to learn how to use computers and the innRoad system. I'm not sure another software company would have done that.

Inconvénients

I wish I understood how to delete obsolete rates. My available rates screen is too cluttered. If I were to ask, I know someone from InnRoad would walk me through how to fix that.

Avantages

Anytime I call INNRoads makes sure to get issues resolved. I like to have the ability to get connected Live to cover questions without confusion. Customer service is great. I like the option of not paying for credit card processing, as we use an external device

Inconvénients

There are some natural language barriers. The system can be very slow at times. Im really in need of a mobile friendly version, as I often find myself taking reservations on my cell when i'm out hiking and snowboarding. They are not mobile compatible. Blocking out dates is hard, so I find myself just making fake reservations.

Avantages

The reservation tape chart is easy to maneuver and select reservations to see details. The rooms being on the horizontal, helps me to find open dates for guests. Credit card integration is great, payments are automatically deposited to my bank account. Customer database is invaluable, can make personal notes on guests and reservations.

Inconvénients

I still need help with manipulating the credit card information on reservations that need to be changed. I.E. customer leaves early and does not present his physical credit card at check in or check out, it is in the system from the initial reservation ...some times the credit card information is not available on my screen but is to the technical engineers. They have always been able to help me.

Avantages

Innroads unique value proposition is its ability to consolidate many faucets of management into one easy to navigate interface. As a result, Innroads has not only saved me time in managing my hotel, but also boosted my hotel's occupancy dramatically! In combining its convenience with its fantastic customer support system, Innroads has been extremely effective in resolving booking errors and accommodating customers. After becoming acquainted with the platform, the user interface is easy to navigate and to extract information for all employees, allowing staff to focus on customer satisfaction.

Inconvénients

Periodically, Innroads freezes and becomes non-responsive, which creates awkward situations when customers are present.

Avantages

The reservation software is intuitive, as it is easy to navigate, set permissions, adjust document templates, set rate floors and run reports.

Inconvénients

Setting up the seasons and rates is time consuming, but I am not sure how it would be made easier. It is a matrix system, so to simplify, I created a spreadsheet and then I can copy and paste it over into innRoad individually.

Avantages

The software itself is easy to learn, and use. The best part is they provide assistance online or on calls within 24 hours of requests.

Inconvénients

Currently they only have web base version. That will be great if they have mobile base/app for cell phone. Secondly, the software speed can be improved, i.e. it takes 5-10 seconds to sign in, and load the main page.

Avantages

We love that we were able to jump in and actually do business right out of the gate without a long and intensive training period. It is super easy to use and the support team is amazing when things occasionally do get confusing.

Inconvénients

Can't think of any negatives. Even the support process is easy. No stresses associated with this product.

Avantages

Automatic Bookings, ease of use, easy training, minimal room for user error, well organized.

Inconvénients

Local support not 24 hours, 24 hours international support tends to yield a small language barrier, occasional lengthy updates, no 86 feature available

Avantages

I really like the way my reservations are organized in one spot. They show up immediately.

Inconvénients

I find there are too many steps with setting up rates, seasons and availability. We are a 20 unit motel and when a room opens up, i would like to just open that room without a rule attached to it.