RoomRaccoon Reviews

A wonderful platform for your independent hotel

Pros:

RoomRaccoon offers a full suite of all the essential features an indepent hotelier needs, supported by a full scale of integrations. Great value for money!

Cons:

They’re not live in all countries around the world yet, so please make sure to contact their team to verify you can use them.

Easy to use product

Comments: Although the product has a higher price, its functionality us excellent, everything works perfectly.

Pros:

Product is easy and simple to use, it is very reliable, we did not experience any technical issues, booking engine and connections with OTA works perfectly.

Cons:

The price is higher than another product and to have the full function of product, it is necessary to use several upgrades.

IT IS A SCAM

Comments: Horrible! I wouldn't wish this kind of experience to anybody

Pros:

Horrible, how they treat customers is unacceptable.

Cons:

We entered into a contract with Room Raccoon under the main agreement that we could integrate Stripe as our payment gateway. However, during the final stages before going live, we were suddenly informed that integrating Stripe was impossible, and we were left with no choice but to use their payment gateway, incurring unexpected costs of approximately 10,000EUR based on revenue. Despite expressing our dissatisfaction and the fact that this change contradicted the terms we initially agreed upon, we were met with unresponsiveness, and unprofessionalism, and no solutions. Attempts to seek a resolution or a refund for the program we did not use for a single day were unsuccessful, resulting in the loss of 3,000EUR and months of work. After posting a negative review, we received a public response from RoomRaccon, expressing understanding and extending an invitation to discuss the matter for a potential solution: "Please contact our customer support team to discuss your situation further. We would be happy to continue to be in contact with you and seek a resolution." Encouraged by this, I promptly reached out to them for assistance, hopeful that it was a sincere commitment. FAIL AGAIN! it's been over two weeks, and I'm still waiting for a response to my email. Our experience with RoomRacoon has been extremely disappointing, and we caution others to approach this company with caution.

Great service, product & partner

Pros:

Customer service, fantastic product which integrates seamlessly with Lightspeed POS, partner & customer-first approach

Cons:

Nothing, RoomRaccoon has been a fantastic partner to us

Quick Responses

Pros:

RoomRacoon does a great top of managing all of my channels and giving me a real time information. I also like how I can send confirmations, charge credit cards and send folios from my phone.

Cons:

When I initially on boarded with Room Raccoon I found it hard to get responses to my questions but lately they added a US manager, and I have had quick feedback on all of my questions. The support seems extremely accessible.

Great

Pros:

all in one hotel/lodge management. great front of house and great back office.

Cons:

pricing structure for small lodges like ours. Add ones like extra users which should be basic

Room Raccoon simply the best

Comments: In general good support

Pros:

Easy to use and definitely good support when a problem arises.

Cons:

Not really. We are quite satisfied with the product

Conversion Tracking only in premium package

Comments: Nope. A tool what makes analytics a premium asset is not to be recommended. I'd change immediately but the [sensitive content hidden] doesn't want to change software yet

Pros:

It does what it needs to. Customer service was okay, once you reached someone.

Cons:

If you want ecommerce/conversion tracking you need to have premium. That's absurd and the pricing is steep enough.

DONT do it!

Comments: bad. Basic set-up is done half, which needs to be compensated by the implementation manager. As a customer, you are a number; they dont even ask your name on the phone, just your ID. Roomraccoon apologises for their incorrect info during sales, but... its your problem now...

Pros:

Sales presentation is great, but untrue.

Cons:

Sales guys promise a lot which the software cant deliver; All integrations are not applicable in our country. Basic functionality like messaging is not included. Rate-management is horrible.

The best choice you will make

Comments: We had the best experience with RoomRaccoon.

Pros:

Innovation. Integration with Xero Accounting. Immediate reports.

Cons:

The ticket proses in the helpline takes to long

Gamechanger!

Comments: What i like most about RoomRaccoon are the smooth and comprehensive features like channel management together with online payment integrations and the tools for sending confirmations and managing bookings in real-time.

Pros:

i love the interface and the fact that the customer support is very responsive and efficient in it's problem solving skills

Cons:

the inital onboarding process was a little bit longer than expected

Only in trial phase, so happy to review later again

Comments: Easy to use, easy to understand, modern, well-structured, saving time and energy

Pros:

As overall: easy to use, easy to understand, modern, well-structured, saving time and energy

Cons:

Used a more complicated program earlier, so still need some time to believe that do not need to over-administrate things :) However true that some features need to be tailor-made (eg. right now, system cannot offer same child ages as I need to report to authorities, so manual adjustment is still needed > but I know development is already on the way).

Great experience!

Comments: Overall my experience has been nothing but short of great, clients are very happy and satisfied with the services provided by the team at RR.

Pros:

- Fast customer reply - Attention to account fom existing clients and new clients - Flexibility and amazing customer support

Cons:

From my experience with clients working with them, there was no lowlight i can mention

The best hotel management service we have worked with.

Pros:

Very easy to navigate, understand and the housekeeping and breakfast lists are a life saver, not to mention the support.... outstanding!! RoomRaccoon have thought of all. Would definitely recommend them.

Cons:

Can't swop reservations between different rooms so easily.

Thumbs up

Pros:

Very easy to useAlexa, customer support consultant, very professional

Cons:

So far I have nothing that I would like to implement

The most user-friendly and modern platform yet!

Pros:

Room Raccoon's best features are its user-friendliness, modernity, connection to our online payment system and other platforms, as well as the constant evolution and improvement.

Cons:

The implementation on Room Raccoon to fit our business was not the easiest as we presented the team with new challenges they had not faced yet. I would also suggest improving their customer service for faster answers and help around the clock as hotels run 24/7 and problems, small or big, occur at all times.

Owner

Comments: Very professional company

Pros:

They have fantastic integration and connecting capabilities. As a partner in guest experience, it is always very pleasant to work with

Cons:

nothing, everything is great there. Love to work with them.

All-in-One, GREAT PMS System

Pros:

Extremely user friendly and convenient to use and manage. Very customisable and adaptable to the needs of each type of hotel/guesthouse/lodge.

Cons:

This is a continuously improving product. If and when issues have risen, they are resolved and improved very quickly.

Very useful and easy to work with

Comments: Very good

Pros:

Propierty management and revenue management

Cons:

Connection with Expedia, it fails a lot of times.

A good product ruined inept development and inadequate customer support

Comments: The more you get to know it the more you start to identify the shortcomings. How on earth it has won the wards it has is beyond us. Over the past four months it has become increasingly error prone with scarcely a week passing without another problem arising

Pros:

The user interface is probably the best thing about Room Racoon.

Cons:

Unfortunately we have had an almost endless list of issues many of which Room Racoon had not identified. Their customer support is inadequate at best and non existent at worst. Their developers and managers are seemingly unable to grasp simple fundamentals of running a hospitality business. The product/company shows all the signs of growing too fast and lacking the necessary infrastructure to support that growth. If you run a simple B&B operation Room Racoon might prove to fit your needs. But in our experience as soon as it tries to meet the needs of a medium sized boutique hotel the inadequacies become all too apparent. Buyer beware.

Needs improvement

Comments: We've been working with RoomRaccoon since the beginning, but they still haven't solved all the start up issues. For smaller hotels / B&B's without a restaurant I guess it is a suitable product, but when it's a bit more complicated than just rooms to sell they unfortunately still have a long way to go.

Pros:

This PMS is very user-friendly and is easy to set up.

Cons:

The software has a lot of flaws that they are still working on, while their fee is relatively high.

We searched a long time for a PMS made for small hotels. Very satisfied with RoomRaccoon

Comments: We were searching for a long time to find a PMS and Channel Manager that suit the need of a small hotel.

Pros:

When we started looking for a PMS, we still did a lot things by hand or in Excel. This costs us a lot of time and money considering all the mistakes that were made. RoomRaccoon is developed in cooperation by small hotels and they do understand the difference in requirements between a larger and a smaller hotel. It is very flexible and there are no extra costs involved. When I contacted them they set up a fully functional demo for me pre-filled with my rooms, rates and package deals (must have taken them some time :)). This made understanding the system and using is right away was very easy. Important to me is also that I can manage everything myself without having to pay a developer or sign a service contract. There are many features just made for small hotels. The overview of your reservations, for instance, is much bigger and contains more information about the reservation. Further, it offers an integrated channel manager (yes, included in the 95,- Euro) and the commission free booking engine just looks great (on all devices). Now, we do not have to make a single invoice in Excel any longer. It simply is a matter of hitting the print button! What a change... I also like a lot that they take any suggestion to the system very serious. It is still a new system but it is already probably the best out there for a small hotels such as ours.

Cons:

The system is still being developed constantly. So far, the house keeping management still needs to be improved. But considering the speed that they work on any suggestion, I am sure that this feature will improve very soon.

All that glitters is not gold

Comments: This is supposed to be the best PMS out there, do yourself a favour and just don't buy into the sales conversation that it can do all these things.
What you will find is a product that can't do basics, the support team always says they are working on fixing an issue and will never get back to you, they can't fix a product that is in constant disarray.
They will not take ownership for the faults of the system and will always say that it's because you aren't using the system properly.
Just do yourself a favour and don't even bother, you will live a less stressed life.

Pros:

The design and supposedly easiness of operations

Cons:

Price changes are limited Channel manager only connects you to 4-5 OTA's and then you need to plug in another channel manager Reports are useless Merchant doesn't allow you to see the card details so you are enforced to use their merchant even if you don't want

Super complete and user friendly software!

Comments: First this software automatized all the procedures I used to do manually. Hotel daily tasks and also legal things. Saved me hours of work. Improved my relation with guests not just because I have more time, but also because all the automatic messages in different stages creates a personal contact with them. And also the fact that I can access anywhere including with my phone.

Pros:

Is very easy to use, from the beginning. Have all the essencial features and tools to manage my hostel. Even legal and technical Portuguese features.

Cons:

The only thing I think it could improve is to be possible to change a message before is sent.

Great all-in-one system

Pros:

It's an easy to use system, yet sufficiently flexible to meet most requirements of any small to mid-sized hospitality business. On-boarding was pretty straight forward. The diary display is clear and well designed. The invoicing function saves me a lot of time!

Cons:

It would be good to have pricing displayed on the diary page. Fees for payment processing are rather high.