We moved from Beds24 to HotelFriend, we are using this software for few months, even-though there has been many issues with the PMS, Channel Manager and Booking Engine, support will help you out, although sometimes we got disappointed.
- Well Designed UI
- Great Customer Support
There are just so many issues with the software, the technical team responds so late and won't solve these issues. I will mark the main cons as under:
- Poor functionality | There are just many other solutions with much cheaper price which will give you much more useful functions, HotelFriend, I am sorry.
- Integrations | even the most basic PMS, will have some integrations with Zapier or mailchimp, but this one, no no no. They hate it.
- Poor integration with channel manager | They made us think that they have their own channel manager, but again, nope. They ask you to pay more to integrate the PMS with 3rd party softwares. If you want overbooking, or if you did not find the reservation from your OTAs, you asked for it, just so many issues.
- App | Nobody gonna use it. We tried to start our online check-in through the app that they provide, but seems it is not working in anyway, we asked support about the issue, and they told us they gonna release an update soon, which never happened.
- FrontDesk | This is just a pain, it is beautiful, not functional, not at all. You can barely make any changes if you made a mistake, even as a Hotel Admin, sometimes we needed to ask the support to remove a reservation or make some changes, which is super annoying.
- Accounting | They have no accounting system, not even a basic one as they promote, you can just download the guests invoices, which all of the most basic solutions do it for free and do not promote it like that.
Response from HotelFriend
We appreciate every client and are grateful for your feedback, regardless of whether they are positive or negative.
We're sorry your experience didn't match your expectations. Yet, it was an uncommon instance.
Over the past few months, we made every effort to improve the service: we have extended the trial period for 2 properties; you were provided with a discount price, even though the promo offer has ended; multi-property and Mobile Concierge has been provided for free; we implemented most of your requests which are now live, as well as helped you solve daily issues...
Unfortunately, this was not enough to keep you among our satisfied customers.
Thanks for your opinion.