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.

“Real-time updates with tape chart

Pros

Everything updates in real time, the tape chart is simple to work with and I also like that the audit doesn't need to be completed every day.

Cons

Customer support can be frustrating at times especially when�it�comes to returning phone calls.

“User friendly with helpful support

Pros

The system is user friendly and being able to reach support when needed is a real plus.

Cons

I think a few features could be positioned better on the screen since their current placement can feel a bit awkward.

“Easy to understand and use

Pros

It doesn't take much time at all to get started. Even with little to no training, it's pretty easy to understand and use.

Cons

The biggest frustration is the speed. Pages can take a long time to load and�it's also very easy to get logged out by accident and have to sign in again every time.

“User friendly and reliable

Pros

Most of the time, it's really user friendly and handles what it's supposed to without much trouble.

Cons

One limitation is that I cannot book more than one room at a time for the same guest which makes the process pretty inefficient.

“Reliable support fits our model

Pros

We switched to it mainly because the support team is so reliable. Most problems get handled right away and the booking engine fits our business model well for both direct website reservations and third-party bookings.

Cons

The session handling really needs improvement. As I have to log back in several times during the day because the session keeps timing out.

“Excellent support for two resorts

Pros

Handling reservations for two resorts has been really manageable with innRoad and the customer support has been excellent whenever we have needed help.

Cons

It�doesn't always perform perfectly on Mac and I do wish there were a way to update a quote instead of starting over.

“Tape chart handles group bookings

Pros

The tape chart works really well, group bookings are easy to manage and the visibility into room inventory and availability is very amazing.

Cons

Well it�no longer integrates well with our credit card merchant.�It�used to work but a couple of years ago they stopped supporting our merchant services and have since pushed pretty hard for us to switch to their own processing. We don't like feeling boxed into that.

“Fast and helpful support team

Pros

One thing that really stands out is how fast and helpful the support team is whenever I reach out. At this point I know most of the reps by name which says a lot about how consistently available they are. Also it feels like the team genuinely pays attention to the feedback I share and I appreciate that they seem willing to listen and take it seriously.

Cons

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

“Payment terminal is quick and simple

Pros

The payment terminal works quickly and is simple to use and the Tape Chart provides a clean full-property view that makes everything easy to see at a glance.

Cons

only limitation I have run into is with email automation since�it�only supports one email address per reservation.

“easy to train staff on it

Pros

What makes it great is how simple the software is to understand. That also makes training new staff much easier. The tape chart is especially useful as it has a lot of functionality but is still very clear. The color coding, along with the built-in reference guide, makes it easy to use at any time.

Cons

It works a bit slow when I first started using it but they've made noticeable improvements over the past year and at this point I really don't have any complaints.

“responsive support every time

Pros

Whenever I need help, getting in touch with customer support is really easy. They're consistently available by phone or email and they're always willing to jump in and assist. The team knows the system well and can usually provide an answer or fix the issue right away.

Cons

At times�it�does feel a bit slow. I have also run into a few problems that support couldn't fully explain, including why they happened or how to avoid them going forward. That said they're always quick to help get everything resolved.

“valuable tool overall

Pros

Round the clock support has been a big plus and the integration with VRBO and Airbnb is really valuable.

Cons

The downside is that�it�still doesn't connect with other B&B and small-inn reservation platforms like Hipcamp, Glamping Hub and similar sites. Those channels are growing quickly so�it�would be worth adding them as well.

“too many glitches

Pros

The housekeeping integration is a nice feature and it helps that credit card payments can be processed without any trouble.

Cons

There are quite a few glitches throughout it.�So I�really think the software should be tested more thoroughly before being released for customers to use.

“user friendly overall

Pros

It was simple to use from the start, thanks to the system's user-friendliness nature.

Cons

I really don't have any complaints.�It�performs well and can be adjusted without much trouble.

“more clicks, less progress

Pros

InnRoad used to feel very simple and automated which was its biggest advantage. Earlier, adding a new guest to a reservation happened right on the same screen so the process was quicker.

Cons

They seem out of touch with what hotel operators actually need to succeed and rarely deliver meaningful updates. During the pandemic, I expected something like contactless check-in to be developed but that never happened. Overall they are not doing much to help hoteliers improve revenue or use technology to strengthen their business.

“super simple and reliable

Pros

It is easy to use, even for someone who isn't especially computer savvy. I haven't run into any problems with the software at all.

Cons

Honestly I don't really have any negative feedback to share about�it.

“constant glitches and slowdowns

Pros

There's a wide range of functionality packed into this software for the hospitality industry. On paper, it has the potential to save a lot of time and help drive more sales, assuming everything worked the way it was meant to.

Cons

We deal with platform limitations and errors on a very regular basis.�Like it�often loads slowly and�it's not caused by our internet connection. We also keep running into problems with group reservations and with enabling pre and post shoulder bookings. Integrations with channels like�Booking.com�and Expedia are full of issues, to the point where they hardly feel worth using. Because of those software limitations, we end up encouraging direct bookings instead of relying on integrations.

“modern yet simple to use

Pros

Switching to innRoad was such a good move for us. Our previous system felt outdated and overly complicated for both staff and guests, while it is modern and much more user friendly. It works well for everyone on our team and is simple for guests to navigate too. I'd definitely recommend it.

Cons

The only thing I wish�it�offered is an answering service to help assist guests.

“staff that truly delivers

Pros

Running the hotel and hospitality side of a golf resort, we needed a modern property management system that could handle a tricky setup with taxable and non-taxable items especially since our packages include green fees that aren't taxed while the room rate is. Before we even committed, the implementation team spent extra time with us through multiple support sessions to make sure that functionality would work the way we needed. In a market full of very similar options, it really set itself apart because the staff genuinely cares about their customers and about getting the final outcome right.

Cons

Well the toughest part of moving our property management system over to�it�was working through all the added online integration features. There were a lot of choices available so�it�wasn't always clear what we should focus on first. That said once everything was sorted out, those extended features ended up being very helpful.

“Excellent support when needed

Pros

After switching to innRoad one of the biggest reasons I picked it was that it looked user friendly, had plenty of features and offered customer support by phone. The few times I have needed to call since getting started a couple of months ago, the support has been excellent. Every question I had was answered and each issue was taken care of quickly. That has been a very different experience compared with the last company I worked with. I still haven't been on the software long enough to give a full evaluation but everything has been going well so far. I am excited to head into the 2021 season with this one.

Cons

Even though�it�initially appeared user friendly and simple to navigate, I am still adjusting to how everything works. Since I am in the learning stage some parts still feel a bit complicated but the strong customer support has helped me get up to speed fairly quickly. Our business is closed for the season right now so things are moving slowly but�it�has actually been a good opportunity to spend time learning�it.

“Support team knows the system well

Pros

Whenever we reach out, the customer support team seems to know every part of innRoad like they actually use the system themselves. That makes a big difference because they quickly understand not just the main issue we're dealing with but also the side effects and related problems our staff runs into and they help us work through all of it. The OTA integrations have also been flawless and any updates we make are reflected across all connected platforms right away without delays.

Cons

Coming from experience with other channel management systems, the workflow made sense to me fairly quickly. But for team members without that background,�it�took a lot of training before they became comfortable using�it�and all of its features. I often had to step in and guide them myself or send them to customer support for help which feels disappointing for a product as established as this.

“Reporting tools help analyze business

Pros

One thing that really stands out is how they keep refining their modules to better match the needs of the hospitality industry. Their customer service team is also knowledgeable, well trained and consistently responds quickly and effectively. The reporting and analytics tools also give me a clear way to evaluate and analyze my business.

Cons

At this point I honestly do not have any complaints about�it.

“no long training needed

Pros

From day one, we were able to get up and running and start doing business without going through a long, intensive training process. Overall the system is very user friendly and whenever something is occasionally unclear, the support team is incredibly helpful.

Cons

Honestly I cannot think of any downsides. Even getting help from support is simple and using�it�has been completely stress-free.

“Quick to learn

Pros

It was quick to learn and using it every day has been very easy. Training the staff didn't take much effort at all and the newer features they've added lately have made the platform even more capable. It also comes with very strong reporting tools for forecasting and related needs. I would definitely recommend this software to any hotel.

Cons

There isn't anything that comes to mind that I'd want to change. Whenever help is needed, their tech support team is always available.

“Notes and task list features shine

Pros

The system feels pretty user friendly and I especially enjoy using the Notes and Task List features.

Cons

I'd really like to see�it�integrate with my TOAST POS.

“employees learn it without training

Pros

It is pretty simple to use and new employees can pick it up without much training.

Cons

The loading times can be pretty long although I am not completely sure whether that's coming from�it�or our internet connection.

“has a clear visual interface

Pros

innRoad handled the setup really well. Their team stayed closely involved to make sure everything was configured properly from day one and the data migration went very well too. I also like that if I need to adjust the original setup later, the system is user friendly enough that I can make those changes on my own. The interface is also excellent because it gives me a clear visual of our hotel's status at a glance.

Cons

With any software there's always that one extra feature you wish it had since every business has its own specific needs. That said it does seem willing to look for solutions when those gaps come up. But the one thing it still cannot do for me is let a guest book a room online and also reserve additional rental equipment that has limited availability.

“Support is always available

Pros

The system is very user friendly overall. And whenever I need help, support is consistently available and responsive.

Cons

One area that could use some work is group reservations. Aside from that, everything has been working really well for me.

“User friendly after learning curve

Pros

After getting the hang of it, the system feels pretty user friendly and works well overall. Some of the back-end functions are a bit complicated though.

Cons

At times�it�takes quite a few steps to complete certain tasks especially when handling things like group bookings.

“One call takes care of issues

Pros

It has proven very beneficial for us. Anytime we run into something we cannot handle ourselves, one call to support usually takes care of it right away. The support team knows the product well, works efficiently and either answers quickly or gets back to us very fast.

Cons

One thing we thought was missing was a full availability calendar but that feature was added recently and�it�has been working really well for our guests.