Avis clients sur Little Hotelier

the solution my property needed

Commentaires : Helps on a daily basis to update and keep track of the rooms I have booked on my property without the need to invest in expensive software that gets outdated easily.

Avantages :

Easy of use, almost no training needed. Perfecto customer support. Always up to date with new settings for the users.

Inconvénients :

There is nothing negative about it. It was the perfect solution for the property i manage, helped on the daily processes.

Love the team and staff but functionality is a real issue

Avantages :

Its easy to use and navigate and customer service is excellent, I like the team and the management and that they are based in Australia.

Inconvénients :

I am sorry to leave negative feedback as customer service is excellent but I have tried to contact directly 4 times (twice of those in writing) to prompt your software development team to fix some really basic functionality issues: 1. Automated Guest Letters - This is a basic function available in any hotel management system but Little Hotellier is the most limited I have seen. - There are no "fields" that you can import from the booking itself. For example, if you want to set up an automated "guest arrival letter", you cannot import guest name, check in date or check out date, or check in time. What is the point of this letter if it needs to be so generic that it cannot confirm with a guest their name, date of arrival or anything specific about their booking? I am honestly so surprised by this as the other systems we use are much more advanced than this. This means I must leave a note in my diary to send a personalised letter to each guest on their day of check in confirming their booking details. - The automated letters do not leave a note with the reservation itself. Again any other system I have used, you can click on the reservation and see the correspondance they have received from us. Its impossible to know if they received any letters or not. - No option for custom letters. If this is not sorted out soon I will have no option but to change systems as we are getting busier and its making our procedures so clunky and inefficient.

DO NOT USE THIS BOOKING SYSTEM!

Commentaires : I was new to the hotel business and got drawn into a contract with Little Hotelier. Their system and customer service is so bad that after only two months I had to switch to another booking platform, and have been completely inflexible both in those two months when I was trying to work with them to use their product, and the several months afterwards now that I am trying to get away from their product. I feel completely scammed now because of their terrible platform and even worse customer service.

Avantages :

NOTHING. They are the worst booking system I have come across.

Inconvénients :

Really poor software, terrible customer service. They are so bad that after only two months I had to switch to another booking platform.

Important even though we are small!

Commentaires : Instant booking from our website and booking agencies has really helped to increase our reservations. We are very pleased with Little Hotelier

Avantages :

Little Hotelier is designed for small Hotels/Bed&Breakfasts. We have only three rooms. When I looked at others and they asked if we had more or less than 100 rooms, I felt they were not interested in hotels like ours. Yet, Little Hotelier is part of Siteminder a company that does work with the large hotels, best of both worlds. Little Hotelier offered an easy gateway for deposits and channel manager to connect to booking agencies. When we change a rate or availability, it instantly updates everywhere. Customer service with chat or a person by phone has been wonderful.

Inconvénients :

I feel the most complicated thing is connecting to Channels. I find I need help each time I add a new channel and still cannot master it on my own. The good thing is support is quick to answer questions and makes a new connection easily. Once a channel is connected, I do not need to go back again.

The Cabins at Cloudcroft

Commentaires : We love LH and have had several chances to change providers. With the exception of the two issues above, we would not change.

Avantages :

It's easy to use, the reports are on the spot, and the online interface (booking button) is top-notch. Customer service is some of the best I have experienced.

Inconvénients :

I do not like that I cannot combine duplicate guest records. Every time a reservation is made and there is something as simple as a changed "-" or period, a new customer record is made and the previous reservations tied to the first customer record are not coupled. This is a big time-waster for me, especially when I am making reservations. Having to thumb through multiple records when I have multiple customers who come in from Mexico and El Paso who have the same first and last names. The final thing that we need is the ability to blacklist a customer record. There are customers who have caused damages, etc. who we do not want back and we currently have no way to quickly search this, especially with multiple records from the same customer. We need to have the online system check our database, look for a blacklist selection, and refuse the reservation and have them call the office, then we can decide to rent to them or charge cleaning/damage fees or deposits at booking.

Go to another platform if you want a good system

Commentaires : Horrible - zero training,
We just upgraded to guest joy with zero training and trying to get senior staff support is why we are give reviews in the hope someone helps.

Avantages :

The sales team are great at selling you a whole pile of wonderful.. but they don’t deliver.. the onboarding is a nightmare and 2 years in we keen getting issues.

Inconvénients :

The lack of onboarding no accountability and zero account service

I gave them 5 stars at first... After a few years, I give them 2 stars now

Commentaires : It has its ups and downs, we were extremely happy with the software because of its simplicity. But their current approach to have exclusivity over processing payment and no integration with stripe (or any other processing payments) has left us extremely disappointed . It was a BIG let down

Avantages :

The software is easy to use, very intuitive, easy for our onsite staff and reservations team. Easy display, and easy booking platform

Inconvénients :

After several years using the software, we were happy with the software.. It had its issues (reports and very basic features) but their simplicity was what made us choose them. That and their integration with Stripe which allow us to take payments at time of booking and direct payments from clients on site. We have been with stripe for over 15 years.... Little HOtelier, decided a few years later that they wanted to have their own payment processing system... which meant we had to ditch Stripe... However, tLittle HOtelier Payemnt system was NOT available for our country, so we were offered to just simply take payments by hand or using a third party platform. This has been a nightmare, as we need to collect payment from future guests using a third party system (stripe), sending invoices separately, managing all these invoices, and now onsite payment manually as well.We are not against their payment system, we are upset they gave us absolutely NO alternative or option. We will be ditching the software as it does not meet the most essential part of a booking system: payment processing.

Overall great product, some multi-language options can be improved.

Avantages :

Great customer service, very customizable, integrates seamlessly with our webpage

Inconvénients :

We have clients who speak English and Spanish. By changing the language in front desk there is a long delay before the language change is reflected on the invoices and hotel confirmations. It would be ideal if there was a way to detect the language of the user and send documents in their language of choice for best communication.

Why I switched to Little Hotelier for my small holiday stay business

Commentaires : Superb training and help in understanding the system, developing it, using it. I would otherwise be using a set of spreadsheets, manually, to organize and record information crucial to running a small holiday stay business.

Avantages :

1) ease of use of Front Desk for bookings on my own website 2) excellent Channel Manager software, and Payment software, integrated with booking calendar in Front Desk 3) unbelievably friendly and helpful customer support and training video resources 4) modern mobile phone and tablet friendly software for users 5) innovative tie-in with Google maps and search

Inconvénients :

Inability to easily customize forms and templates for reports for self use as well as for customers . It can be done if one is comfortable using java script style code. But I'm only an HTML/css trained guy. I'd like to see something friendly like Wordpress uses - our own website is run through self-hosted Wordpress and its "templates" and customizability is excellent for someone with my skill set.

The best design I have ever seen

Avantages :

Even I am not with Little Hotelier anymore I still remember great and bright design of PMS they have. Very user friendly. Understandable, intuitive.

Inconvénients :

The only problem of Little Hotelier (beed with them 3 years) has been timing answering support tickets.

excellent but with major gigantic faults

Commentaires : very good. would be great the ingenues there understand these two points and stop being blind about the, give good service without dual interests. and they will have a super app. that will make much more revenue than this stripe co-related business.

Avantages :

user friendly interface, integration with other siteminder softwares. and new apps... that are very useful. vote 10! but

Inconvénients :

gigantic problem. there is no way to put in evidence in the calendar with a strong color the bookings that are still unprocessed or have problems. And siteminder aims on a percentage of the business coming from STRIPE quite clearly. Conflict of interests, good service to their clients, against making more money from percentages of all Stripe sales. WRONG, morally wrong. To change system it takes months of work. So, we have to have an ultra fast glance at bookings that are unprocessed on the calendar. Track them and try to solve them. Without this we miss the unprocessed bookings. We travel in blindness unless we dedicate lots of time in the process of verifying things. And at times we get a scam of guests who never really paid a penny. Second point often stated. If they call us to book a basic function that competitors have is to book for a limited period on the calendar. After this period if client doesn't pay booking erases in automatic. the first point is fundamental. the second one also. lastly the ad-ons for the bistro and drinks, is not so organic. but perhaps we just didn't have time to try to implement it.

Cancelled free trial, charged and won’t refund

Commentaires : No trial without credit card.
Cancellation ignored. Card charged and agree to refund but don’t… and then they charge you again.

Avantages :

Beware of little hoteliers free trial. I wanted to trial software, but even requesting via chat to do so without credit card they refused. Eventually I folded and gave my card. Was not suitable for our purpose and requested to cancel free trial. I have been invoiced and payment debited from my account. I called them and explained, confirmed I wanted to cancel, and asked for funds to be refunded and confirmation in writing via email, which they agreed. I recieved no confirmation by email and no refund. Now disputing charges with bank to force a refund. And to my shock, I can’t believe I just received another invoice and they are trying to withdraw funds again. Surely they can see there is no activity on the platform. I have been lied to and now I’m riding a scam roller coaster where they will not stop debiting my account. This is a warning to all, having tried many pms systems, this is the only one that won’t give you a demo without a credit card. Expect a fight before it’s over because they are taking your money regardless.

Inconvénients :

Setup was a disaster. Setup page contralto froslze and would not move forward. Support team would not reset account and I had to totally start again. And it’s a good basic system, but lacking the features we require.

Wouldn’t recommend

Avantages :

Not much to be honest. There are a few roo many limitations

Inconvénients :

Inability to connect to dynamic pricingCustomer support is slow (days to reply)Invoicing is not automatic - when I pay them, they still ask to be paid Staff provide incorrect information to us

Underdeveloped

Commentaires : Online and phone support people know less about the software than me, a user of it.

Avantages :

Staff that don't understand computers in general can still muddle through

Inconvénients :

Can't merge customers, so the same staff that doesn't understand software make duplicates all the time If a person calls to make 3 scattered reservations you have to get the same cc info FOR EACH ONE No back end logs. Can't see what time someone was clicked "Check in" "Check Out" etc... Doesn't integrate with quickbooks or anything else No supported credit card reader. So you better enjoy typing in credit card numbers FOR EVERY RESERVATION. Even if it's the same person making multiple

Little Hotelier makes our small business more professional and cuts down administration time

Avantages :

It was easy to set up and is easy to use (for a non-technical person!) and it streamlines our booking process. It allowed me to set up an 'enquire only' on the booking engine so I can vet my guests and gave me the ability to use a pricing calculator for booking enquiries and the use of a compliant credit card system. It was good to link it to my Facebook page. It is very handy to have it on my mobile to use whenever and wherever I like.

Inconvénients :

My only problem is that it's not a channel manager and the calendar doesn't link to Air BnB and Stayz - I have to change the calendars individually for every booking. That's because I don't take direct online bookings and need to vet guests first, but it would be good to link the calendar bookings to i-Cal.

Little Hotelier

Commentaires : The cons led me to leave Little Hotelier for a company with a personal technical customer service department. I pay more for it but its worth it to have a local accent to help when I need as well as my own account manager.

Avantages :

A lot of good functions, mostly easy to use.

Inconvénients :

When you need help with something the customer service is not good - it started off good but the outsourcing or whatever they changed it became difficult to get through then when you did get through you would need to be able to get over an accent issues as well as the technical issue you calling about. The calendar was also not helpful as if I had a one night stay in one room and the next day there was a one night stay in another room it would appear like we have a 2 night stay availably but we didn't so I would get abuse and be accused of lying not very pleasant.

Little Hotelier could not have arrived at a better time.

Commentaires : After spending one month with front office manager we added OTAs. Two days before our second month ended I had to get surgery on my foot. I am now in the 5th week of having to spend 7 weeks with my foot elevated 23 1/2 hours a day. Because of little hotelier I have been able to run the office and manage the OTAs from my bed and the couch. July is traditionally one of our 3 slowest months. Despite my Recuperation restrictions we closed July with 87.6 % occupancy. How many times do you get to lay in bed for a month and earn a bonus.

Avantages :

I like to be able to view the calendar wherever I am, in order to check availability . My wife and I also give it a quick look in the morning and plan for the day. Second I love the reports key. I can check income, statistics and break them down in so many ways in seconds. It is great to be able to rattle off numbers to my boss at the drop of a hat. Third I have been very successful filling up rooms by running last minute specials on the OTAs. It only takes a few seconds to advertise world wide . I can also cancel them just as fast.

Inconvénients :

I would like to be able to remove any reservation or payment in cause of last minute change. Once you check someone in you can't reverse it. I would like to have a master code to check credit card information instead of having to go to my e-mail for a new code each time. One other very small item that is just a pet peeve but I wish it would auto format the phone numbers.

Very Poor customer service

Commentaires : Very bad as we are still using their software but we are looking to change once we know which front desk has good customer support.

Avantages :

Everything good in the software makes it bad as no support. You are left alone to learn everything .

Inconvénients :

Must admit the people who are helping in customer support are not trained and we have to wait days for finding answer for one question and sometimes they never get back

Woopi Backpackers

Commentaires : Overall we really like it, however it you could fix the cons above it would be greatly appreciated.

Avantages :

The new four week view is useful. Overall it is simple and suits our business.

Inconvénients :

Since the updates, it lags when you try to drag a booking between rooms/ beds and it also refreshes every time you try to do something which is very frustrating.

lacks reporting and statistical reporting

Commentaires : good for maintaining reservations but quite basic in its design. from a functional point of view does not allow for traces to be set for specific days for reminders, cannot set overbooking levels and cannot provide details by room type, business on the books etc. If you make one reservation for 2 rooms it cannot let you know later what the Average rate per room was as it combines the details. The reporting side is very weak and you cannot get all the details exported to excel to mange the data yourself. Good for the basics but don't expect much more. Call center good and responsive but as system is lacking capability most questions go to the development team so no idea when basic features will actually be added

Avantages :

easy to use good interface to OTA

Inconvénients :

lack of reporting no tracing features for reminders not good statistical cannot get data dump to excel to compensate for lack of reports

Easy to use

Commentaires : The biggest benefit is having everything in the one place. Website, channel manager,booking engine and front desk. Once set up makes my job very easy.

Avantages :

Integration was simple Easy to use Value for money

Inconvénients :

Very basic software but does the job Front desk grid could be customised to suit large or small business. Rows are too thick so hard to see enough information at a glance. No trust accounting The training was a bit rushed. Need better support and be able to talk to someone The ability to send marketing emails from the database would be handy. Overall there is lots that could be done to improve the software but basic cost basic software. I'm happy enough for what I want to use it for.

Little Hotelier helped us get control of managing our reservations!

Commentaires : We have been very happy overall with using Little Hotelier as our reservation system.

Avantages :

Easy to use. It is very user friendly and packed with features at a good price.

Inconvénients :

The phone app could be easier to use and have more features to allow our staff to do more.

Hospitality made esier

Commentaires : Being able to have all products in one place helps us run our business more efficiently. The ease of use in designing our web presence and having the bookings come though is wonderful.

Avantages :

We have been using Little Hotelier for 2 years and are very satisfied with the offerings they provide. We make use of all the products, payments, front desk, web site and channel manager. Having all this coordinated via one provider is perfect for our business.

Inconvénients :

There are some challenges at times, but the support team is spot on when getting things taken care of.

Lack of communication and help

Commentaires : Painful, you email them they don't respond they make it difficult to talk to certain departments within the company i.e can't ring the accounts department only email.
They went out of their way to get us on board then the communication stops!

Avantages :

The integration was very hard work with very little help from Little Hotelier

Inconvénients :

very antiquated, need to add a lot more features this is an ongoing matter they just keep saying their working on it! They go into my bank account and take money for cancelled bookings when their non refundable and the guest where no shows

Essential but it does require focused attention to set it up.

Commentaires : Overall it works well specifically preventing bounce booking and taking payments.

Avantages :

The central control of all sales channels covering price and particularly availability.

Inconvénients :

I found it difficult to at up. Half the concepts were new to me. If you are not working with the back office daily then remembering the function of each variable is challenging. But that probably applies to similar software apps.