“Two-way texting game changer”

Pros

Compared with the texting platform we used before, this one has completely changed how we stay in touch with our members. We used to only be able to send messages out so having true two-way texting has made communication much more effective.

Cons

Getting the automations set up was a little confusing in the beginning but our service representative was always available and helpful whenever we needed support.

“Helpful guest messaging but slower loading”

Pros

From my perspective being able to respond to guest requests more quickly has made a real difference. Guests are impressed that our hotel offers this service and I also enjoy sending a welcome text once they've checked in.

Cons

At times it can be slow to refresh and load. The new interface looks good but the inbox and closed conversations can still take a while to open.

“unstable tool”

Pros

It helps us stay connected with guests and support them better throughout their stay. When the forwarding feature works properly, we can quickly send messages along to get items delivered or issues taken care of for our guests. It's also useful because guests can let us know they're ready to check out early without having to stand in line at the front desk.

Cons

There are times when it crashes, freezes or gets overloaded and backed up. Messages sometimes disappear while you're in the middle of working on them which is really frustrating. It also won't allow messages to be forwarded at certain times.

“easy scheduled texting”

Pros

To schedule texts has been really useful for me and I also love that group messages can include each person's name so they still feel personal and one-on-one.

Cons

Searching for contacts is pretty inefficient and I also don't like that scheduled texts can only be set up to 24 hours in advance.

“Member texting works well”

Pros

Being able to reach our members quickly and send group texts has been really helpful. A lot of our members prefer texting instead of phone calls so this works well for them and makes communication much more convenient.

Cons

Occasionally the app doesn't display messages I just sent right away. Aside from that, I've really enjoyed using it for our business.

“Handy texting across devices”

Pros

Having this service on both my computer and phone has been really useful. I can reply to texts from my desk or keep up with messages when I'm traveling and away from the office. The text notification sound is another plus since it isn't irritating which matters a lot when our team gets a high volume of messages. I also appreciate being able to turn notifications off when I need a better work-life balance then still follow up from my phone after I leave the office. The contact labels have also helped our team stay organized and keep track of who each contact is.

Cons

One big frustration is that our whole team shares a single office number so every message ends up in one inbox. That has been the hardest part of using this service because even with labels the shared inbox gets cluttered fast. I really wish there were separate inboxes so that once a contact is assigned to a specific person in the office their messages would go straight to that person instead of getting lost in a stream of conversations meant for everyone else. The more we rely on this texting service the more annoying the shared inbox becomes. We all get notified whenever any teammate receives a message, just as if it were our own. I'd much rather only get alerts for messages I actually need to handle instead of wasting time figuring out whether the text was meant for me.

“Guest texting that guests love”

Pros

Easy to use tool.... Guests really appreciate the text reminders and it has also improved communication between the front desk and guests quite a bit.

Cons

I don't really have any complaints about the software itself. The only concern is that some guests may hesitate to share their cell numbers so explaining the communication benefits clearly at check-in is important.

“Android app needs a bigger editor”

Pros

Using the Android mobile app has been frustrating because the editing area is far too small. Working in that tiny window at the bottom of the app means constantly scrolling up and down which is a real hassle. Please fix this.

Cons

No cons.

“Organized layout but frustrating delays”

Pros

Website layout is well structured and simple to navigate and I appreciate how much detail can be added on the right side.

Cons

A big frustration is that the site does not refresh properly the automated bot ends up wasting a lot of time and the room number stays connected even after a day of no use or no messages from the guest.

“Mobile alerts that keep me moving”

Pros

Having control over custom notifications, along with desktop alerts and the mobile app, has been a big plus. Now that the app is available on Android, it's become much more convenient to stay on top of my work while I'm away from my desk.

Cons

Every now and then there are delays that cause the sound to stop working. The tagging setup also feels less simple than it used to be, the older version made more sense and the newer "segment" option isn't as clear or practical to use.