innRoad Reviews

Summary: Overall a good product with good potential. The team sees to be heading in the right direction after releasing numerous big product improvements that improved workflow challenges. Shows that they care and listen. Still have some ways to go with the overall user experience in terms of design and ease of use to fulfill a certain task all the way through from start to finish. Mainly on the setup/admin side.

Positive: Support is very quick to answer and is very helpful! I know most of the reps by now. I also feel like the team has been listening to my feedback.

Negative: I'd like to be more active in UX studies. I feel like the QA of some of the products can be improved through better regression testing or just by conducting more UX studies to really see how the application moves together holistically. I feel like some enhancements are missing certain elements or requirements which is typical in the software industry so not totally surprised.

Summary: This is a comprehensive service that is very user-friendly. It's easy to implement moderately robust revenue management tactics, and inventory and reservation management is a breeze. Reports are easy to navigate, and the level of customization is decent. Everything is simple and easy to locate; someone could be trained on this software in a day.

Positive: The Tape Chart is an excellent and well-built feature, particularly for smaller properties. Tech support team is very helpful over the phone - they are polite, knowledgeable, and willing to take time to teach the user if needed.

Negative: Would like to be able to modify property configuration (such as room classes) without calling support. I appreciate their attention to ensuring 3rd party channel mapping is correct, but many hotels do not use that feature and limiting the ability to reconfigure at the property-level for all hotels causes more work for the InnRoad team and more of a delay for the property team. In general, support tickets take a long time to resolve. Regardless of the issue, the team will state over the phone that resolution is expected within 24hrs, even if it is unfeasible. For planning purposes and accurate project management, it is more helpful to have an accurate estimate of time to complete a ticket rather than a general, canned response of what they hope for.

Expanded compatibility with the rest of the hotel tech stack (such as lock systems) would be a must for growth - some integration is offered, but the companies they work with are very limited. Additionally, expanded 3rd party (OTA) integration would be extremely helpful. It is fairly impressive as-is for the current software scope, but is a big opportunity for expansion.

There is no function for "service codes", or reservation tagging, that is compatible with reporting. It would be helpful to be able to add custom codes to individual reservations and run reports for these codes, for things like guest requests, specific amenities, or event tracking, or service recovery.

From a revenue management perspective, the ease of use is excellent and if everything worked the way it should it would be fantastic, but often there are issues with overlapping seasons, inconsistencies from one place to another, and other technical glitches that require a call to support.