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.

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

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.

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.

Customer Service

Comments: I am very satisfied with the overall customer service i recently received .

Pros:

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

Cons:

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.

Great Support

Pros:

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

Cons:

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

Needs to work out issues

Comments: InnRoad has the potential to be a great program. There’s a lot of hiccups that need to be fixed first.

Pros:

The quantity of functions this software has for the hospitality industry are great. It has the potential of saving tons of time while generating sales, if everything functioned the way they intended.

Cons:

There are very frequent platform limitations and errors. We have frequent issues with slow loading of the software, not related to any connectivity issues such as internet. We also run into multiple issues with group reservations and allowing pre/post shoulder booking. Integrations with platforms like Booking.com or Expedia have tons of hiccups to the point it’s not worth having the integrations. We push for direct booking over integrations because of the software limitations.

Moved two small Inns from RezOvation to InnRoad and haven't regretted one moment

Comments: Within the past 6 months, I have moved two small Inns over to InnRoad from RezOvation. The Sales Team offered me a discount if I started the migration right away and although I was hesitant I agreed - No time like the present right. Unfortunately, it was the beginning of the busy season and I couldn't do it and I asked if we could postpone the migration until the end of the season and they were more than happy to comply.
The move is relatively seamless but it is tedious work if you want to bring everything with you, that being said I wish some more of the functionality had been explained prior to the migration because I would have been able to make better decisions on how we specifically were going to handle different situations and I would have done things much simpler. An Inn starting from scratch would be super simple. Our Inns have unique rooms so we had to make a room type for almost every room which requires a little more time for everything that follows, but the end result is worth it. I work hard on yield management and InnRoads has many capabilities that RezOvations did not offer that I now take full advantage of. This also translates into their Booking Engine capabilities. First, you set up your seasons, then your rates, then minimum stays (discuss this with your Implementation person first as there are several ways you can set this up). It seems like a lot of steps, but once it is all in there it is super easy to work with. Adding a short term special is very easy, especially if it is a discount off of your Rack rate.
You can automate some, all or none of your emails - so handy. The reports are well put together and easy to use. The search capabilities are wonderful - you can find a booking by the last four digits of their Credit card.
I mainly moved over because of the cost. With RezOvations and using Bed & Breakfast.com to link to the OTA's for two properties. We have easily cut the cost in half. I thought I would be giving up a lot of functionality with the reduced cost, but I have actually gained much more control of my rates. Just do it...it's worth it. The Support team is very responsive. I have had a few little bugs, which I may have caused myself, but they have cleared them all up relatively quickly.

Pros:

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.

Cons:

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.

No contract and great customer support

Pros:

Great company with very one on one personalized service. No contracts, great value.

Cons:

Very specialized to one industry- wish it was more applicable to other types of properties.

Works for us!

Comments: We are a small hotel and have been very happy with the reservation and point of sale software, as well as the support from InnCenter. Althought there have been changes as we came on board when the company was very new, we have found most of the changes to be easy to learn. The customer support has been excellent! We get help for any problems immediately.

Inn Road Customer Review

Comments: Automation and property organization have boosted sales and significantly saved time internally.

Pros:

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

Cons:

Email automation only allows 1 email address per reservation.

Cabin Management

Comments: The training has been good, we are still trying to figure it all out!

Pros:

We have the cabins separated by categories and makes it easy to book

Cons:

Just trying to figure it out, bc this is our 1st Software experience.

Great Software for Independent Hotels!

Comments: We started with InnRoad when we opened the property a little over two years ago. It was a very easy process to get everything set up and training our staff was simple. I have had a great experience with everyone that I have spoken with at InnRoad from on boarding to tech support. I would highly recommend this software!

Pros:

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.

Cons:

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

Great product!

Comments: Very good.

Pros:

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

Cons:

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.

Not Slick, Slow, Cumbersome, Bad Customer Service

Comments: We just switched over hoping that this product would rectify some of the problems we had with last software and were greatly disappointed. We had troubles with this software keeping rates that we had entered and all of a sudden they changed seasons. The rates guests were seeing were not the ones we had entered. When asked to rectify the problem they got it fixed in one season, but not the rest. Then our rates were only partially fixed where they were correct on some of our cabins, they still reflected different, off season rates on others. All of a sudden we lost online booking confirmation via emails. Pre arrival letters, that were supposed to be going out automatically, stopped working. Our guests also receive a post departure letter, and those were to be set to go out 3 days after departure, yet ppl. were getting them MONTHS after thy left...no reason or understanding as to why. Jumping through multiple screens to process a payment...screens that often take a minute or more is not conducive to entering guest information. If you have an offroad guest, want to process payment at that time, YOU MUST enter all their data at that time in order to take payment. Cumbersome, slow, and waste of yours and guest's time. The online calendar DOES NOT SHOW, Like we were told it would, to allow guests to see openings and book those...instead, the guest has to put in a date, do a search and see if anything comes up. NOT CONDUCIVE IN CALENDAR MANAGEMENT = MONEY LOST. Setting minimus difficult, if you decide to release those minimums at a given date, it is VERY cumbersome. Adding retail, or running a "gift shop" from this system is clumsy. House accts and creating Gift Certificates (a 43 step process!!) NO THANK YOU. Needless to say, we're leaving for Reservation. Think you all should check it out before you spend time and money on this software that is antiquated and doesn't work.

Pros:

None

Cons:

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

Pretty Good Software for what we need

Comments: Id give it a 7/10. Usually have no real issues with it other than sometimes it double charges guests which is more annoying than anything else.

Pros:

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

Cons:

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

Better Than Expected as a New User of innRoad

Comments: To prepare myself in general for the innRoad system at the property I am working at, I spent several hours watching training videos and taking notes ONLY to find once I was at my work site that many of the procedures in the videos were CHANGED....this became quite confusing to/for me!
I also wish a written MANUAL for the operation of innRoad system for Front Desk Clerks arranged by topic: Checking in a Guest, Making a Reservation,
Ways to Make a Payment, How to take a Room Out of Service, How to Place a Room back in Service, How to....(so many basic topics) in a SIMPLE, SYSTEMATIC, 1-2-3- step format were available (or if it is, I don't know about it)...Thank you!

Pros:

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

Cons:

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

Overall, a good software

Comments: Overall it dose what they promised us.

Pros:

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

Cons:

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

Coming out of the Stone Age

Comments: We are a small 14 unit family run motel that had been using the old paper book system (for the past 38 years) and I decided that as part of or office remodel we would get with the times and get an reservation system. Innroad was referred to us by another motel so I looked into it. The sales team was super helpful even in showing my mom who is the owner that we would actually be saving time and money by going with a program like there. The implementation team was great especially my rep who had to train me and put up with all my questions. There was a few hiccups that happened but they were remedy almost immediately. My mom who is not tech savvy at all can use the program easily. I also love the fact that I can access the reservation system from anywhere. This way if it is midnight and our office is closed and we get a reservation call I can see what we have available. Another great thing is that if we use their channel manager features and the amount of time that was spent entering and making sure the reservation book is up to date is virtually gone, I was spending hours a day doing this and now its about 5 minutes. If there is any problem or issue the customer support team is amazing. they can help you fix anything with in minutes. I have made many mistakes and they not only fixed them but then showed me how to do it too. The one rep even has gotten used to me calling that she asked about my 1 year old that she had heard previously in the back ground. Their team has that small business charm that makes you want to do business with them. I would defiantly refer them to other businesses.

Pros:

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

Cons:

You cant access all the features on the mobile site

Great experience

Pros:

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

Very user-friendly!

Pros:

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.

Cons:

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.

Very friendly

Pros:

manage 2 resorts reservation great customer support

Cons:

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

The 21st Century comes to Country Haven Inn

Pros:

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.

Cons:

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.

New Motel owner, I have an IT background

Comments: I was able to get up and running in a matter of hours.
There is a hospitality terms that I had to get up to speed on. Terms that I did not understand kept me from grasping some of the concepts. There are a few operations that I would like to be able to do myself. The software is a bit cumbersome for changing seasonal rates and promotions
I do want to say that the integration help and the tech support is first rate. Our credit card integration (ShopKeep payments) is seamless.
A few of the messes I got myself into needed emergency calls to tech support and they were able to resolve my issues while on the phone.

Pros:

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.

Cons:

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.

Works well for our small property!

Pros:

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

Cons:

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.