“Clear customer score visibility”

Pros

At a glance I can see our customer experience scores and quickly identify which person and which area caused the issues.

Cons

If a reviewer picks the wrong area there's no way for me to correct it. I also can't add notes or extra details to inform the team.

“guest messaging that worked well”

Pros

Back when I was at a large resort we relied on it to stay in touch with hotel guests. It performed really well and was simple to use.

Cons

One thing that bothered me at the time was that several people could be logged in at once and reply to guests from the same chat. That sometimes made conversations a bit confusing.

“Got ignored from day one”

Pros

We never got the chance to use it because the onboarding never happened. They were supposed to handle some custom programming for us but nothing ever moved forward and we were basically ignored. Our emails to both the salesperson and customer service went unanswered. The only time anyone reached out was from bookkeeping after we had to cancel the card they were charging due to separate fraud activity.

Cons

We never got the chance to use it because the onboarding never happened. They were supposed to handle some custom programming for us but nothing ever moved forward and we were basically ignored. Our emails to both the salesperson and customer service went unanswered. The only time anyone reached out was from bookkeeping after we had to cancel the card they were charging due to separate fraud activity.

“Works once configured”

Pros

After the setup is done correctly, it works the way you'd expect a texting service to work.

Cons

Getting started was frustrating because of setup issues and customer support. It also appears to lack a desktop app and our previous texting service had one which made things more convenient to use.

“User-friendly with quick rollout”

Pros

I rolled it out to a team that had never worked with it before and we were up and running in under two days. The best part was how simple it felt, along with the ability to stay ahead of potential problems by communicating with guests before they even arrived at the property.

Cons

One thing I wish it included was a set of preset automated weekly performance reports. I could still build the reports myself with the exact data I wanted but having ready-made templates would have been helpful as a starting point.

“easy tagging and auto replies”

Pros

It was incredibly simple to use. The interface felt very user friendly and training new staff on it was easy. The customer tagging system was especially useful, particularly the ability to tag staff and communicate with specific team members just by filtering by their tag. The auto-timer responder was spectacular as well.

Cons

The downside was the very limited integration options with other software which meant we had to run two systems at the same time and keep both updated manually. We also weren't able to use our existing phone number and had to switch to one that was assigned by them.

“Friendly design”

Pros

When I had to roll out a communication app at work to make customer conversations feel more direct and personal, this one handled the job really well. The color scheme is pleasant and the way the app is designed makes it very simple to use which is why it became one of the best communication tools we've tested.

Cons

There really weren't many issues while using it. The only downside we ran into was that it didn't support sending bulk messages to clients so everything had to be sent one at a time. Other than that limitation the experience was excellent.

“Useful voice messaging with limited options”

Pros

While working out in the service field, this software was really helpful for sending quick voice messages back to the office.

Cons

It felt pretty one-dimensional though. When we were using it we needed more features and flexibility especially compared with other companies that offered intercompany communication plus additional options.

“Frustrating slowdowns and login issues”

Pros

It worked well for communicating with guests and let me create more personal messages which made interactions feel more unique. It also saved time when everything was functioning properly.

Cons

Out of nowhere the software started asking for my username and password again and also became progressively slower. I never ended up finding a fix for the problem.

“Useful texting”

Pros

Getting started with it was quick and the system is very easy to use. It helps a lot when dealing with guest issues and most users can jump in without much training especially if they are fairly comfortable with technology. The texting feature is also something I really enjoy using.

Cons

There really are not any major downsides from my side. It has been a valuable tool for our team overall. The only thing worth paying attention to is making sure your other features, like reservation numbers, are properly connected to the software so everything stays accurate.

“awful support”

Pros

At this stage there really isn't much about it that I can say I like.

Cons

Dealing with customer service was a terrible experience and the software also has a lot of glitches.

“Relaxing stays with quick messaging”

Pros

Staying at a resort that uses Zingel makes the whole experience feel more comfortable and relaxing. You just send a message and they get back to you quickly which is much better than having to call or walk to the front desk. I'm definitely planning to recommend this software to the resort where I work.

Cons

The only issue I've noticed is that it can be a little slow when using Wi-Fi but aside from that, nothing else has really stood out as wrong with the software.

“complicated start”

Pros

Using this product wasn't all that bad overall. Getting started was difficult because it felt pretty complicated at first but after spending some time with it, it became more manageable.

Cons

Beginning was definitely tough since it was hard to use and not very easy to understand. On top of that, I didn't have a very good experience with customer support.

“Fantastic mobile reach”

Pros

After a few months of using it the response from our customers has been fantastic. It helps us connect with them in a format that really works for people who are always on the move. The platform is very user friendly and the analytics make it easier for us to track performance and make sure our team is delivering consistent service levels to customers.

Cons

We haven't come across anything we dislike about it yet!

“user-friendly and quick to learn”

Pros

Biggest advantage has been how user-friendly it is. We have 24 people in our Contact Center handling all guest text communication along with different system tasks, like HotSOS for service orders and the whole team was trained in about 10 minutes and ready to go right away.

Cons

No complaints. The setup, implementation the software itself and especially the customer support have all been superb.

“24/7 support that delivers”

Pros

At AMPM Group we've been really happy with this service. It gives our customers a way to contact the support team around the clock and nothing gets missed since everyone on the team can access it whenever needed.

Cons

The only downside is that the software has to go offline for short periods from time to time. I understand that it's part of making the platform better but it can still be inconvenient when customers need 24/7 support.

“Faster guest service”

Pros

Using it has made things much more convenient for our guests because they can request what they need without having to wait on the phone or stand in line which saves time for both guests and staff. The instant translation feature is also a huge benefit since it lets our team reply to international guests even when English is not their first language. If a guest messages us in Spanish, our staff sees it in English and the guest receives our response in Spanish so communication works well in whatever language they prefer. it also connects with our Oracle Opera PMS and Amadeus HotSOS ticketing system. That integration gives us guest data and helps align workflows so we can deliver faster, more efficient service. Our front desk no longer has to write down each guest request and then manually enter it into the ticketing system because it handles everything in one place. When a guest sends a text request through it the message is automatically routed to the correct department and a HotSOS service ticket is created right away.

Cons

I genuinely love the software. It is extremely user-friendly.

“Quick to learn and convenient”

Pros

Getting started felt very convenient and it took less than five minutes to figure out how to use everything.

Cons

Haven't run into any downsides. They keep improving the system which is definitely a big plus.

“Customer outreach”

Pros

Reaching our customers is very easy and the analytics are especially helpful.

Cons

Getting it set up and organized in a more user-friendly way could be better.

“Handy desktop alerts”

Pros

The desktop interface has been really convenient and the simple alerts that pop up on my computer mean I don't have to keep reaching for my phone while I'm at the office.

Cons

Honestly there's nothing I dislike about it which is exactly why I decided to leave a review.