innRoad Reviews 2

I was unable to successfully use the group reservation function. A simple, one room reservation works great. Customer service was easy to get connected with someone and they were very nice. Yet, there were some issues they were unable to help with and escalated it. Two weeks later, I still had no resolution. For my business, that is unacceptable to have a customer wait more than 2 weeks to receive a reservation confirmation. Multiple times I called for help and had to make notes on the multiple steps needed. Sending a confirmation to two email addresses shouldn't have been extra steps. Client notes did not save to the next reservation made, required extra steps. We offer discounts on 4 out of the 7 days of the week. Multiple steps to apply. Group payments could not be separated and applied to reservations and needed to be moved a house account and moved to reservations. Not only was it too many steps, but it looked confusing on a confirmation. No one could help me send a 7-room reservation in one email, it required 7 separate emails. I needed a program that didn't give me another full-time job. We started in January with InnRoad and tried every day to make this program work for us. We cancelled in April. Even though we had issues that could never be resolved, we were not able to get even a portion of the set-up cost or monthly fees credited. They kept saying, let me walk you through the right steps to send the confirmations. After multiple tries, I no longer believed it was possible and gave up.

InnRoad has huge potential to work well in the UK and Europe but they need to adjust quickly to the way we work in the UK as opposed to the American market. Setting up the system was relatively pain free, but connecting to our first ota was a huge disaster and eventually sorted it and got it right after a lot of calls and emails on our behalf to them.
In the UK we need CVV codes and they wont let you have that information, its there and they collect it from our guests when they book but they do not provide it to the hotel, so you then have to contact the guest and ask for it.
Ive just tried to connect to tripadvisor as they tell you this is one of the ota's they connect with like booking.com, Expedia, Airbnb and many more and now I am being told they will have to look at my service agreement as they are not sure they can do that without charging extra? Im being told $75 or do they mean £75? We were not told of that cost we signed up. Most other providers do this for free.
Be warned they do not connect with google either.
A frustrated customer.