innRoad Reviews

“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.