Little Hotelier

Pros

Ease of use. Integration with the other apps available. Flexibility of the view in the calendar. The reports and analytics. And there are tons of features I would love to explore but don't have the time.

Cons

Not much. I'm really pleased with the recent upgrades to the mobile app. The only feature I'd like to see is the ability for me to colour code my calendar based on the incoming channel. That way I would have a quick visual confirmation that tells me at a glance where the reservations are coming from and would quickly indicate to me how any specific promotion is doing depending on the channel. If the reservation also could have an indicator of what promotion was used, that would be even better!

Pros

Generally it has great features for a small accommodation property and has everything in one spot, easy to use and the phone app has many great features to help when out and about.

Cons

Chat staff not reading what I write. Two months back I had an issue where a direct booking created by the guest is not able to be checked in, modified or payment recorded. I am very experienced with the system but had the live chat staff explain to me how to edit a booking from scratch, ignoring almost all of what I had explained earlier. Eventually the person realised there was a problem and it was escalated. Now I have another direct booking doing the same thing (numerous others in the meantime work fine). Once again the chat person does not understand there is a problem and asked me to perform the same things as last time (e.g. delete the guest email and type it in manually, which is exactly what I had told them would not work). Back around Christmas just gone I had issues with double bookings and it took a lot of effort to get it escalated and for them to identify it was indeed their system. I knew more than the chat staff and I was assured the staff involved would have further education. I now find I have chat staff not reading my messages before responding and it is simply not good enough for the price I pay. There is a lot I love about the Little Hotelier system, but with cheaper options out there I expect better quality service.

Pros

We liked the fact that it was suppose to connect to a variety of booking channels.

Cons

The customer service is horrible. I tried the 30 day free trial. I sent mutiple messages to the sales agent asking about functionality and never received responses. Despite them sending me requests to activate the software, which I never did, they automatically started charging my card. I sent multiple emails canceling the service to which they responded I have to call in to cancel the service but their phone lines do not work half the time. Their staff is rude. We decided to go with another software because of the poor customer service!

Alternatives Considered

Reasons for Switching to Little Hotelier

Pros

It was good for the past 10 years but things have changed.

Cons

Have been with Little Hotelier for over 10 years and have been happy with the product, but out of the blue, they have changed the front face of the Booking Engine, which the guests use. It has made it very difficult for the guest to see which accommodation unit is available and when this is important for small/Little businesses as each product you offer is often different and return guests especially like to stay in their favourite. All Little Hotelier is doing is moving all Little Hotelier clients over to the Siteminder Booking engine which is designed for large operators with style accommodation.

Pros

The promise of a functional PMS for small hotels.

Cons

Customer Service is atrocious. System overall very cumbersome and slow.

Alternatives Considered

Reasons for Switching to Little Hotelier