User Reviews Overview
About innRoad
innRoad's award-winning property management system is trusted by thousands of hoteliers across the globe. With this all in one solution, you can manage your property from any device, anywhere in the world. innRoad is designed to...
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- Industry: Hospitality
- Company size: 5,001–10,000 Employees
- Used Weekly for 2+ years
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Review Source
Lots of Features, Great Support
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.
- Industry: Hospitality
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
Once great PM solution with a great customer service
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.
Reasons for Choosing innRoad
Customer service of the RMS Cloud was slow to respond and their number of OTA integrations were lower then Innroad that's why we switched to Innroad. Additionally multi language and multi currency support of Innroad was better which was influencial in our decision to make the switch.Switched From
RMS CloudReasons for Switching to innRoad
Of these alternatives innroad was the best one in terms of customer service and it was one with the highest number of integrations.- Industry: Hospitality
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Needs to work out issues
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.
Response from innRoad
Ashley,
Thank you for leaving a review. We're glad to hear that you're enjoying the quantity of functions available in our software. Our #1 goal is to help hoteliers like you to grow your business.
We're sorry to hear you're having issues with the group reservations features and channel manager. Our client services team will be reaching out to you directly to help resolve these problems and get your team back up to speed.
We strive to provide a great user experience for all customers and are continuously updating our software to reach greater potential. It's with feedback like yours that we're able to continue to improve our offerings.
Please feel free to reach out to [email protected] with any further comments, concerns, or suggestions you wish to share. We would love to provide a better customer experience for you.
Best,
innRoad Marketing Team
Top innRoad Alternatives
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Love this Product!
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.
- Industry: Hospitality
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Very Happy!
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.
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Many improvements - glad we stuck with it!
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
- Industry: Maritime
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Excellent Product
I have used it about three month and not have a proper training however I have had a proper assistance from InnRoad when I need it, now I feel very comfortable on able to navigate the system and accomplish most off the day-to-day tasks and the majority of its functions.
Pros
Customer service and overall functionality of the product
Cons
manage well and when you have an issue you are able to connect with someone to assist you in an expedited manner.
- Industry: Education Management
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Glad we selected innRoad.
Very happy with innRoad.
Pros
It is their customer service that makes them number one from my point of view.
Cons
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.
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Years of Service
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
- Industry: Hospitality
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
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.
- Industry: Gambling & Casinos
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Definitely choose Innroads when user support matters
The reason I did not rate the price / value was I'm a Reservation Agent and unaware of the rate paid, definitely not because I think it unfair. I do however feel like with the customer support they offer 24/7 being superior than any I've dealt with I wouldn't even enter price in to my decision equation. It's like having great car insurance, price is irrelevant if excellent support is available when you need it.
Pros
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.
Cons
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.
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Very comprehensive system with great functionality
I am very impressed that I have a full property management system with back office accounting for a monthly fee and no investment. It includes a booking engine and mobile app, allowing me to have a system that compares in many ways to the property management systems of the industry giants.
Pros
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
Cons
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.
- Industry: Hospitality
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Great Software for Independent Hotels!
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.
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Great product!
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.
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Not Slick, Slow, Cumbersome, Bad Customer Service
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
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Pretty Good Software for what we need
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.
- Industry: Hospitality
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Better Than Expected as a New User of innRoad
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
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall, a good software
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)
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Coming out of the Stone Age
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
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
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
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Hospitality
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Very friendly
Pros
manage 2 resorts reservation
great customer support
Cons
doesn't always work perfect with Mac
wish you could update a quote
- Industry: Hospitality
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Review Source
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.
Response from innRoad
Shana, we’re so glad you gave us a try a few years ago and are still happy to this day. We couldn’t be where we are without awesome clients like you!
We will have someone reach out to help you with your rates. As always, let us know if you need anything!
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
New Motel owner, I have an IT background
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.
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
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.