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Kigo Reviews - Page 3
156 reviews
Recommended
Tah K.
Hospitality, 11-50 employees
Used daily for less than 6 months
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Website , channel management, guest app, and much needed help.
I was a Kigo customer from 2015-2016 and left in March to try BookingPal, Guesty, and Next. Kigo overall at this point in time was truly horrendous. Our team encountered problems with the software everyday, support never solved our issues and often said they were solved even though they were not. This was impossible to stay on top of. Our website was an embarrassment and continuously had glitches. The onboarding process was a complete nightmare to put it mildly. Fast-forward to end of last year. I received a call from Mat Hoffman. When I realized the purpose of the call was to invite me back, I hung up. To his credit he called back a week later. Surprisingly, it was to apologize for the businesses previous shortcomings, that Kigo had a new product team, and that if I were to give Kigo another shot, if it wasn't different this time, they would refund 2 times whatever we spent inside the first 6 months. I can respect a company that takes accountability. Kigo has undergone a complete transformation. Credit where credit's due. The software, especially the guest app and new website platform. The implementation process still requires a lot of work, but at least this time it was very well organized. My implementation manager at times was reminding our team what we were missing on. The frontline customer teams at Kigo today are far more informed and have a respectable understanding of our business needs. Great job Kigo with 2nd chances and the amazing turnaround.
While I would still like to receive more options for training then offered today. Recorded videos that were in Spanish as well would be helpful.
Dear Tah, Thank you for your kind words, and thank you for trusting us. We did undergo a complete transformation of our service and we have a new product team of best-class vacation rental experts who fully understand the day-to-day challenges that our customers are facing. We've developed a smooth onboarding process which allows our customers to be guided by a dedicated implementation agent every step of the way. We want your business to be successful, and with proper onboarding and free trainings from the Kigo University, we believe that your team will be empowered to work more efficiently and will ensure your business is taking advantage of all Kigo features. Thank you again for trusting us, and we'll reach out soon to unveil our new exciting features. The Kigo team
Alvaro C.
Hospitality, 1-10 employees
Used daily for less than 6 months
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I have been in the property management business for over 15 years. I started long ago with my own web page and developed an operation from there that managed 60 apartments in Madrid Spain. I have recently started a new operation in Mexico City and I needed a channel manager, so I hired Kigo for that. Ive been working with them for the last 6 months and have decided to discontinue my association for the following reasons: 1. They charged me a special membership to develop a custom web-page..... Fair enough. They forgot to mention that the webpage they developed can not be touched or promoted as they do not allow the installation of SEO plug ins etc etc. Result? I was unable to promote the WEB other than word of mouth (a bit outdated ..... don't you think?) so in the time I was with them there was not A SINGLE DIRECT BOOKING through the wonderful webpage they charged me to develop. 2.AirBnb (Channel that amounts to 60 or 70% of my bookings) decided temporarily not to give service to channel managers in Mexico City and other Latam big cities. So I had to start to update manually the reservations coming from that channel.... I had contracted with kigo their channel manager, their revenue management app and the guest app... Obviously there was none of these services rendered on the reservations that came from AirBnb for the time being. Kigo tried nonetheless to charge me for those services arguing that it was not their fault that AirBnb had disconnected them!!! After several inquiries from my side they just decided to disconnect my account for lack of payment. Their argument was that I had already spent a lot of money on the set up (I paid one year in advance) and that they were not going to return a penny from the already paid annual subscription, so that I might just as well pay and shut up...... Reach your own conclusions...
Intuitive and OK when it works.... If you do not have your back office it may be helpful.
Expensive Lack of flexibility Can not do SEO in the web page they sell Awful client management.