innRoad Reviews

Customer Service Is The BEST!!!

Comments: It was an easy transition from our previous pms. Customer support is excellent.

Pros:

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.

Cons:

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.

Once great PM solution with a great customer service

Comments: InnRoad needed a alot of training for our staff to be able to be used with its full capability for the beginners who are not familiar with multiple channel management softwares. Customer care representatives are responsive and smart at solving the problems we have faces so far.

Pros:

Customer service representatives are pretty familiar with each module of Innroad as if they are a real user of the platform so that they can understand our problems and figure out solutions about the side effects along with the major aspects of the problem that our officials counter. OTA integrations works flowlessly and the updates we have pushed are reflected to all the integrated platforms without delay.

Cons:

If you are familiar with the multiple channel management programs like me it is easy to understand the workflow of the platform however for the inexperienced staff we needed a alot of training to get them used to use the platform with all capabilities. I needed to eaither assist them manually or direct them to the customer care representatives which is not good for a successful product like Innroad.

Save your Money

Comments: Very poor. Management doesn't follow up and they think I have nothing but time to sit at my phone and wait for return calls. They don't take suggestions. They did a report "update" and it is no longer formatted to be printed. They do not vet their updates. The system is very slow and you get the wheel of death. We had a seasonal worker quit because Innroad constantly had errors and made her look bad. They did an update before our 2021 season that left our automatic payments at the time of check in stop. You had to manually go into the folio and take payment. It was embarrassing. I could go on about why not use them but the CEO and CFO do not care about users. You can even read the reviews on Glassdoor about management. There are much better systems out there. Guest counts are off as the only way to add additional guest is by creating a addition charge versus updating the reservation. If you update the reservation it will reflect the current price which could be higher or lower then originally booked.

Pros:

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.

Cons:

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.

Love this Product!

Comments: Innroad has been very responsive to the needs of the user. As a user if the product was not able to perform a particular function i was able to submit it as an possible future upgrade to be reviewed. The last update that was done handled several of the additional functions I wanted to see in the software. My experience has been great and I have had very little issues.

Pros:

Innroad was great with the set-up. They worked closely with me to make sure they set the product up correctly right from the beginning. The data transfer went smoothly as well. I like that if I want to make changes to the initial set up it is very user friendly for me to make changes myself. The visual is excellent to see the status of our hotel at a glance.

Cons:

There is always something more that you want from a software just because every business is unique. I find that Innroad does look for solutions to these problems. The only function the system cannot perform for me at this time is to allow a guest to not only book a room online but to be able to book other rental equipment that has a limited supply. The software assumes that other rental equipment has an unlimited supply.

I am very happy with my choice

Comments: I could not be happier. I am very glad I chose innRoad.

Pros:

I chose innRoad because it seemed easy to use with lots of features and they offered customer service via telephone. Every time I have called (only a few times since we started a couple of months ago) I received excellent service with all of my questions answered and issues resolved. This is so different from the last company I used. I have not used the software long enough to make a complete evaluation, but so far, so good. I am looking forward to a great 2021 season with innRoad!

Cons:

Although the software seemed very easy to use and intuitive, I am still getting used to it. I'm still in the learning phase so things seem complicated but with great customer support, I am moving along quickly. We are closed for the season so it's really slow but a great time to learn.

Many improvements - glad we stuck with it!

Comments: We moved to innRoad for the 24/7 customer service which is excellent. They normally can solve a problem over the phone, but if it takes longer they stay on top of it so you aren't wondering what is going on. Initially the way the software handled group bookings of multiple rooms wasn't very intuitive, but they have improved that greatly. Software is easy to use, reporting is good and booking engine works great.

Pros:

-Customer service is excellent and available 24/7 -Easy to use -Great booking engine

Cons:

-Chargeback feature could use improvement -Some issues with integration with OTA's

Very Happy!

Comments: We've improved our inventory management process tremendously. Before innRoad, we were spending countless hours making sure our available inventory was up to date and accurate. With innRoad, I can monitor the inventory from my mobile devices and make any quick necessary changes at any time. The alerts and auto-update features are great and work well if you have not manually adjusted any rates.
I would like to be able to have more than one travel agent % set up.

Pros:

How easy it is to get in contact with customer support. They are always available by email or phone and ready to help. The support team is very knowledgeable and usually able to assist right away.

Cons:

I feel the system can run a little slow sometimes. I've come across certain issues which can't be explained by support as to why they happened or what to do to prevent them in the future. Again, support always helps resolve these issues quickly.

Longtime Customer

Comments: Positive business relationship with good product functionality together with good communication and customer service.

Pros:

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.

Cons:

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.

Transformed my business

Comments: After 3 years I'm as excited about the software as the day I committed to implement it. Be sure you are prepared for booking out your hotel as this software increased efficiency and exposure quickly enabling you to sell all your inventory. Be prepared with the appropriate staff and supplies. The software continues to innovate and new features and functions are added frequently. You can take advantage of features instantly due to the cloud software. No worries about getting out of date software or requiring an IT specialist to help you roll it out. The people are the greatest value of the software

Pros:

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.

Cons:

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.

Lots of Features, Great Support

Comments: Really great, especially on the support front. Ideal for smaller properties that really need a combo PMS + IBE solution. Beats the heck out of many other small vendors out there.

Pros:

Honestly, for a PMS/IBE provider, the best thing I can say about innROAD's team is that they are great at following up. A lot of times when you integrate a PMs on property, they little details in integration get lost and the account management team assigned to you barely cares. This team is the opposite. They're very transparent about what their product can and can't do, and they try to find workarounds for antyhing that gets 'out of that lane'... super team, supper support.

Cons:

Rate planning ,rate setup and then rate management are all a bit tough to accomplish if you're a veteran revenue manager, BUT... honestly and from one veteran hotelier to another), when IS rate management and loading every really 'easy'? You give me an easy rate management task, and I'll sell you a bridge, how about that? No seriously, other than this ubiquitious aspect of hotel life, its a good product.

Avoid at All Costs

Comments: I made the decision in September 2016 to transition from NiteVision to a web-based PMS in order to integrate and streamline functions. With NiteVision, I had to use 5 different systems to manage online inventory. After doing weeks of research, video demos, and calling references, I chose to go with innRoad. The responses I got from the reference calls I made were all highly positive. They are listed among the top 5 PMS options for hotels. I was really excited to move to this platform. What a disaster! Here are my issues in no particular order:
1. No A/R - They have no way of exporting data to import into QuickBooks. QuickBooks could not connect directly with them, either. All accounting functions have to be done manually. In addition, corporate or direct bill accounts can only be handled as House Accounts. There is no way to apply payments to specific reservations. You can only post a bulk payment. Good luck tracking which OTA reservations have been paid and which are still pending.
2. Group functionality is atrocious! Once you put a group block into the system, you cannot change the dates! Support could not even figure it out.
3. If you sell gift certificates, it takes 11 steps. I counted.
4. You have to have a LOT of patience, as the time it takes for a page to load is unbelievably long. Plus, their server crashes often. If you can get through to support, they let you know it's a "known issue".
5. Speaking of support, when there is a longer hold time, you do have the option to enter a call-back number "and keep your position in the que". However, if you choose that option and miss the call, they do not wait. If you choose to wait on hold, the line disconnects and you have to call back, and back, and back.
6. Reports are minimal. I can't even get a reservation's activity log.
7. They also have you include your website in this package. DON'T DO IT. We were without a website for 4 months. I could keep going, but I think this illustrates the big issues. I chose innRoad to be more efficient and ended up with a huge mess and lots of time wasted. Save your sanity and keep looking.

innRoad makes managing reservations easy

Pros:

Even as a mid-sized bed and breakfast, we can have some busy times when we are at full capacity and innRoad makes keeping our reservations organized convenient and straightforward. The software allows us to easily rearrange room assignments or adjust length of stay. It also integrates smoothly with third party reservation sites such as Expedia and Booking.com.

Cons:

On very rare occasions the software can have some glitches, such as updating charges to reservations or freezing actions for changing a reservation status. Fortunately customer service is easily available 24/7 and can promptly address whatever issues arise.

One year of sales growth

Comments: innRoad is a great fit for a small hotel or inn with a large variety of room types. We were able to create custom settings for each type of unit we have and can even have virtual rooms to meet needs that only come up in specific situations. The accounting features give us all the scalability we need for extra retail as we develop more income streams and keeps transactions simple for our guests. Managing OTA presence is a whole lot easier with the channel manager feature. Group reservations are somewhat clunky to manage. While you can set up groups, manage single or multiple payers, and include event-related fees, there's a lot to be done. In some ways, our old paper contract system was easier. There are also some features that can't be accessed directly, but require you to call support. It appears that this is variable according to your specific account details, but you will have to ask for specifics, some times as you find a feature you now want to use that you hadn't touched before. On the whole, this is a really strong system for a small, eccentric place. We've see our sales grow nearly 50% over the past year. While this isn't all due to innRoad, a lot of what drove that wouldn't have been possible without property management. I highly recommend it!

Such a great Experience

Comments: If youre looking to switch pms systems, this is by far the best one I have tried.

Pros:

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.

Cons:

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)

Great overall product

Pros:

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

Cons:

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.

What we need here is a bit more flexibility

Comments: Overall this software serves my purposes. That being said there are some major draw backs. I initially went with InnRoads because i wanted a online booking platform that could be integrated into my website. Due to the inflexibility of the platform and its inability to handle the subtleties and nuances of my booking requirements, I was not able to use this as a online booking utility. Instead, I use it as a hands on booking tool. For instance, I have seasons where my prices are higher then other times of the year (as I am sure most if not all hotels have) and the default is that if a guest wants to stay during a time that overlaps the two season ranges, InnRoads will always default to the lower price and there is no way of circumventing this default. I can manipulate the system manually, but if someone was booking online, I would lose money. As well, to manipulate this program with all its associations of seasons and rates is particularly challenging.

Pros:

great customer service. Easy to use once all the seasons and rates and promo codes have be added.

Cons:

If you are not a full blown hotel/motel, such as we are (only 6 units) this platform offers much more then needed. Very difficult to figure out issues without the help of customer service. If you have different rate periods and a guest wants to stay within 2 or more of those periods, the system cannot adjust for the different rates during different times. Takes a few weeks to get up and running.

Accessible, live support with a lot of positive, professional Friendly responsive encouraging help.

Comments: I appreciate the fact that every time I call for support, I am able to talk with someone personally who helps right away. I have never had to be put on hold for an indefinite amount of time. Follow up phone calls were requested by me to be sure I was setting up things correctly after being walked through inventory issues. The consistency of talking with the same person is very helpful.

Pros:

I appreciate the availability of support and the patience offered to help me solve problems and get through rough spots.

Cons:

For a person like me who did not grow up with computers, this system seems to have many steps steps that don't make obvious sense.

Efficient right hand assist

Comments: It is sufficient enough to run daily operation and I am happy with the support staff who are always helpful

Pros:

The system is extremely easy to use. Lately there are some new improvements to the software. Customer service by far is the best of the system's feature. I usually get the same group of people to help with technical issues. They can do remote support, so I can watch what they do on my computer screen. Best feature.

Cons:

There are still some glitches exist, some reports I hope to run that they can to tailor to my needs.

InnRoad has been a Blessing!!

Comments: Overall, Innroad is an excellent experience. The site is reliable, easy to use, and well organized. Training new employees has been much easier and faster because of the simplicity InnRoad offers. Not much room for user error. Automatic booking has been on of my favorite features, and the local support team is fast and reliable. However, the local support is only available during normal business hours. They do offer 24 hour support, but its international therefore can be a language barrier. Ultimately, I would suggest this product for any small motel/hotel owners.

Pros:

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

Cons:

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

Easy to Use, Updated Regularly

Comments: I've been using innRoad for about two years as administrator and daily user, and it's almost effortless compared to our previous booking engine. The staff is always happy to assist and check in on us regularly to make sure that the software is meeting our needs and to inform us of new features.

Pros:

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

Cons:

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

Years of Service

Comments: positive interactions, good follow up, immediate technical support

Pros:

Inroads does an excellent job of getting clients.

Cons:

Some of the booking agencies (Booking.com, Expedia) are not consistent and sometimes difficult to get customer service

I had an issue with the booking system, it was dealt with quickly and professionally the problem was solved easily

Pros:

awesome customer service, they are quick to respond and always find the issue. They are friendly and patient even with those (like me) who are not as quick with a computer as others

Cons:

There is a lot of extra "clicking" to get to where you need to go, it can get frustrating when trying to just see the tape chart but have to go to reservations first then to tape chart, also when making a payment there is A LOT of steps that can seem time consuming when the guest is waiting

Be Very Careful

Comments: I switched from another company to InnRoad last April. The company I switched from had the ability to give me exposure , and secure reservations, through Expedia. InnRoad had me sign a service agreement that stated they would also give me exposure, and the ability to secure reservations, through Expedia. I realized the first part of August that I did not have exposure on Expedia. Because of this my B&B has suffered great financial loss. InnRoad claimed I could save time by using their system, and to be fair, it was saving me time, and their customer service was quick to respond with most of my inquiries. However, I have not been able to get any satisfaction, or recourse, from InnRoad concerning this huge oversight on their part. I signed on with the expectation that my representative would be committed to following through with all of the services they claimed in their sales pitch and in their service agreement. My season is only 4 months long, and by the time I realized I was losing business, the season was nearly over and there is no way for me to recoup what I have lost in potential sales for this year. It has been financially devastating and InnRoad will not agree to compensate in any way. Lesson learned, and please, don't depend on anyone in this company to follow through on your behalf. I did and now I'm very sorry!

Pros:

It was fairly easy to use.

Cons:

The representative assigned to my business did not follow through.

innRoad was the perfect solution for us!

Pros:

The selection of the right reservation system for our business was critical. We were new to the Bed & Breakfast industry and purchasing a property that did not have an existing system. We reviewed many systems and found innRoad to be the perfect partner. The feature that set innRoad apart for us was the seamless integration with third party booking companies (e.g., booking.com, expedia, et al). We had heard too many tales from other innkeepers of over-booking situations they encountered due to the fact that their systems did not. We also find that the innRoad platform marries well to our property branding.

Cons:

We have not come across anything that we do not like about this product. We are eagerly awaiting an app to be available, however. It would be so great to have access to our reservation system when we are off-property.

Super user friendly

Comments: We are able to focus on the important parts of doing business, guest services and our property. We don't have to worry or stress about any behind the scenes issues. All is very competently handled by the InnRoad team.

Pros:

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.

Cons:

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