innRoad Reviews

“Outstanding customer service”

Pros

The customer service has been outstanding and the overall functionality of the product has been really good too.

Cons

Everything is handled well and whenever an issue comes up,�it's quick to get connected with someone who can help right away.

“Excellent at bringing in clients”

Pros

innRoad does an excellent job of bringing in clients.

Cons

Some booking channels, such as�Booking.com�and Expedia, can be inconsistent and are sometimes hard to reach for customer support.

“simpler to keep reservations organized”

Pros

Running a mid-sized bed and breakfast can get hectic when every room is booked and it makes it much simpler to keep reservations organized. It's simple and easy to use and the system lets us quickly shift room assignments or change a guest's length of stay when needed. I also like how well it connects with third-party booking platforms like Expedia and Booking.com.

Cons

Once in a while, we do run into minor glitches, like charges not updating correctly on reservations or�it�freezing when trying to change a reservation status. The good part is that support is available 24/7 and they usually resolve any issue that comes up pretty quickly.

“Handles reservations with credit card integration”

Pros

Handling reservations is pretty easy now and the system makes it simple to manage them. Also it connects with credit card payment processing and offers a web-based self-service option which is a nice benefit.

Cons

A downside is that not every action is tracked and sometimes data seems to just disappear from�it. The reporting tools still feel underdeveloped. There's also no proper training environment so users have to be trained on live data which is poor practice and can affect reports. I also don't understand why they cannot clone the database and provide a separate site for training. On top of that�it�doesn't support external hardware such as a driver's license reader.

“Customer service puts them on top”

Pros

Their customer service is what really puts them at the top in my opinion.

Cons

When we first switched, the group features seemed a bit complicated. Part of that was probably just learning a new system. Over time though they have definitely improved.

“Knowledgeable team provides quick solutions”

Pros

Every time I run into an issue with innRoad, their knowledgeable team is there with answers and usually comes up with a solution quickly. The staff is intelligent, helpful and consistently supportive whenever I need assistance.

Cons

What I'd like to see improved is how rates are handled after a pricing change. If a booking was made before the rate was updated, that original price should stay in place instead of switching to the new rate whether the earlier rate was lower or higher.

“pretty easy to setup”

Pros

The product was easy to use and the setup process was very helpful. Support is generally reliable and does a good job when needed.

Cons

One thing that would improve�it�is an automated email sent to both the guest and our team to confirm cancellations made over the phone.

“has a great potential”

Pros

Being cloud-based is a real advantage and it can help us connect with many more clients and customers.

Cons

Since�it's cloud-based,�it�also has the potential to expand our reach worldwide but that will really become an asset once we fully learn how to use�it.

“Organized cabins ease booking”

Pros

Having our cabins organized into separate categories makes the booking process very easy.

Cons

We're still learning how everything works since this is our first time using software like this.

“Online booking is easy now”

Pros

One thing that has worked really well for us is the online booking experience. Guests can check rates and availability on their own before confirming a reservation which makes the process much more convenient. It also didn't take long to learn the system and the instant reporting feature has been excellent for monitoring sales and overall growth.

Cons

Group reservations have been a little harder to manage and that part of�it�is not as user friendly as the rest.

“Remote updates keep things efficient”

Pros

Being able to log in remotely and keep track of everything kapvats to room status has been really helpful. I can also make updates in real time without any trouble which makes managing things much more efficient.

Cons

At this point, I cannot think of any immediate issues that have caused me any problems.

“Reliable real time integration”

Pros

Having real time integration is a big advantage. The tape chart is very user friendly and simple to work with and it's nice not having to complete an audit every single day.

Cons

The reports section could be better. It would help to have a few more reports that are more user friendly.

“Helpful support”

Pros

Getting started with it was very easy and using it day to day has been simple. Their customer support team is also very responsive whenever help is needed.

Cons

One thing that could be better is the session management since having to log in multiple times throughout the day can get frustrating.

“Easy bookings and instant updates”

Pros

Booking through the system feels pretty acessible from the customer side and any administrative changes made on the business end show up right away.

Cons

At the same time a few very basic features are missing altogether. Most of them seem more like programmer oversights yet when you bring them up they get labeled as enhancements instead. Also credit card merchant service compatibility is restrictive and the software makes it hard to use the provider you actually want since their own service is pretty much the only one that works smoothly with the booking engine.

“well organized tools for hotel teams”

Pros

Everything is laid out in a very organized way and the feature set is really useful. The cleanroom function helps a lot and searching for a reservation is extremely fast and efficient. Every process has its own clear place which makes the system feel structured. It's also simple to add items or changes to a reservation. Other than that there are plenty of features that help not just the front desk but communication across other departments in the business as well.

Cons

The folio can still be a little confusing and the tape chart has occasional bugs.

“Responsive team”

Pros

Whenever I reach out support gets back to me quickly and is genuinely helpful. At this point I know many of the reps by name which says a lot about how available they are. It also feels like the team is actually paying attention to the feedback I share.

Cons

I'd really like to have more opportunities to participate in UX studies. It also seems like some areas of product QA could be stronger, whether through better regression testing or by doing more UX research to understand how the application works together as a whole. A few enhancements also feel like they've launched without every needed element or requirement in place which is fairly common in software so it's not entirely unexpected.

“Fast payments and clear tape chart”

Pros

Processing payments through the terminal is quick and easy and the Tape Chart gives a clean full property view that's simple to work with.

Cons

The email automation is limiting because it only supports one email address per reservation.

“quick reservation lookup”

Pros

Pulling up a reservation is really simple and fast which makes everyday work much more convenient.

Cons

Calendar alignment can be confusing and on the tape chart longer reservations do not always appear on the same page.

“patient help every time”

Pros

Getting help is one of the best parts of using this software. Customer support is consistently reachable by phone or email and they're always willing to jump in and help. The team really knows the system well so most of the time they can provide answers or fix things right away.

Cons

At times the system does feel a bit slow. I've also run into a few issues that support couldn't fully explain including why they happened or how to avoid them going forward. That said they've still been quick to resolve those problems whenever they come up.

“Custom booking looks professional”

Pros

The platform is very user friendly and comes with a lot of helpful tools. I was especially impressed by the customizable online booking features which make our inn look professional and well presented.

Cons

One issue is that customers entered into our database can end up with multiple profiles for the same person.�It�would be really helpful to have a way to merge or edit duplicate names into a single record and remove those redundant entries.