Little Hotelier Erfahrungen

ABSOLUTE WARNUNG ! ! !

Kommentare: Wer kompetente Beratung und die Vereinfachung des Alltags sucht, sollte sich auf jeden Fall!!! für ein anderes Programm entscheiden. Bei solch einer Arbeitsweise sind mir so manche "Director" Titel ein Rätsel. Mittlerweile über 5000-6000€ reiner Überbuchungsschaden/Falschbucherschaden.
-> das Programm war nicht eine Woche live, deshalb haben wir auch heute (stand 17.09.2024) jede Verknüpfung zu sämtlichen Portal unterbrochen!!! Vom Arbeitsaufwand und den Nerven keine Rede. Als Entschädigung wurden die Monate Oktober und November mit einem Gesamtbetrag von 229€ erlassen. Folgende Punkte: - Überbuchungen
- Absprachen nicht eingehalten (bsp. Sperrungen, dadurch falsche Buchungen)
- unglaublich viele und lange Wege, die nicht zielführend sind
- 1 Tag nach Aktivierung für 15 Stunden nicht online, buchbar bzw. allgemein nicht sichtbar im Internet
- bei Überbuchung wird einem vorgeworfen, man hätte die "automatische Wiederverkaufs" Option eingestellt, was nicht der Fall war.
Jegliche Informationen kamen nur vom Channelmanager. - Nach all den Problemen sich im Meeting zur Lagebesprechung lustig machen und lachen? Sowas habe ich noch nicht erlebt. (Videomaterial vorhanden) Andere Meetings wurden für "Schulungszwecke" aufgenommen.
Fordert man die Videodatei jedoch an um zu beweisen, dass es klare Absprachen gegeben hat, wird einem gesagt, dass die Datei aus unerklärlichen Gründen verschwunden sei. Zitat:
"... ich weiß, dass das jetzt sicherlich "falsch" rüberkommt, aber ich hoffe einfach, dass du meiner Arbeitsweise entnehmen kannst, dass wir hier nichts bewusst verheimlichen." Alles ist im E-Mail-Verkehr verfügbar und kann bewiesen werden. Zum Programm selbst: - super langsam
- Rechnungen sehen aus wie vom Eiermann
- Benutzerunfreundlich Ich kann jedem Hotelier getrost von diesem Programm abraten.
Stift und Zettel sind deutlich zielführender, als falsche Versprechungen, Überbuchungen und Kosten, die im Nachgang auf einen zukommen. Abschließend kann ich nicht in Worte fassen, wie schlecht dieses Programm und die Leute dahinter wirklich sind. Für die Art von Zusammenarbeit gibt es keine Worte

Vorteile:

Leider gab es nichts, was uns hierzu gefallen hat.

Nachteile:

Alles: - Programmlayout - Support - Kundenservice - E-Mail Verkehr - Mitarbeiter - lange Wege

404. support nicht gefunden

Kommentare: Am Anfang hatten wir ein gutes Gefühl, denn die Mitarbeiter sind freundlich und professionell.Beim Onboarding sagte uns ein Mitarbeiter freundlich aber relativ lieblos, dass die meisten von uns erkennbaren Funktionen nicht genutzt werden können. Scheinbar war er auch etwas planlos.Der Support antwortet seit Wochen nicht auf Emails. Wir sind bereits auf der Suche nach einem anderem System.

Vorteile:

Cloudbasiert, intuitiv, freundliches Onboarding

Nachteile:

- Zahlungen können nicht rückwirkend aufgezeichnet werden- man kann den Kunden keine Angebote schicken sondern nur Reservierungen- Saisonpreise sehr umständlich einzutragen- viele Funktionen, die sich nicht nutzen lassen- Suche von Buchungen nur möglich bei Angabe des Zeitraumes- super viele Bugs- grauenhafter Support (20 Min. Warteschleife am Telefon und meine Probleme waren doch nicht gelöst)- Email werden nicht vom Support beantwortet- Backoffice total unstrukturiert und lieblos

the solution my property needed

Kommentare: 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.

Vorteile:

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

Nachteile:

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

Simple and easy to use

Kommentare: After using the software for just over 2 years now I am still very happy with Little Hotelier - we are a basic room only 2* hotel and the software is perfect for us. I have researched other companies and had demonstrations but Little Hotelier although not the cheapest, is good value for money and has helped streamline our business and saves time. It is so simple to use. During Covid we have struggled with our with having the finances to pay the fees. The company have really helped and bent over backwards to help us.

Vorteile:

Very easy to use with clear uncluttered screen layout. It was the first time we used a CMS as the hotel had not really got into the 21st Century. The integration and change was so simple and the support from Little Hotelier was amazing. The Reports section is so helpful with the day to day accounting Very rarely have any glitches or problems with the software. I am pleased that we now have a choice of 14 and 28 day calendar view

Nachteile:

The invoices are unnecessarily complicated and take up too much paper. Guests do not want a copy of their invoice that is 3 pages long if they have stayed for a month. Obviously we email invoices if requested but guests do comment and say it is too complicated. If a guest cancels through our OTA, and they fall within the free period they are not charged, but Little Hotelier does not remove the cost so it comes up as an outstanding amount. It would be good to have a button that marks a guest as a no show so we can track how often this happens through the reporting (also we still take payment for the room)

Cancelled free trial and still charged

Vorteile:

Nothing about it. I decided that other options were a better choice and cancelled during the free trial using the web contact form.

Nachteile:

The little hoteliers free trial is a scam. We didn't like the software and requested to cancel free trial via the online form. I have been invoiced and payment illegally charged from my account. I just called them and explained that the online form was completed in the trial period, I once again confirmed that I wanted to cancel, and asked for funds to be refunded. I am yet to receive a confirmation by email and no refund. They even followed up with a phone call in the trial period to which I confirmed that I had already cancelled and this customer service rep did nothing to confirm the cancellation had taken effect. I have a second invoice that has been sent to me that is now also in dispute. Customer service was terrible and asking for reference numbers when their online cancellation form did not give one. I have read previous warnings about this company and you need to believe them. DO NOT DO THEIR FREE TRIAL AS YOU WILL NOT BE ABLE TO CANCEL! [sensitive content hidden] STAY AWAY

6 years and many more to come happy customer

Kommentare: Live customer service is precious

Vorteile:

Reliable and simple to use yet versatile

Nachteile:

Small business affordable. Good value for what it offers.

Fantastic product and service.

Kommentare: I am extremely happy with Little Hotelier. Their customer service is excellent and they are very helpful in helping when I have an issue and extremely patient and polite.

Vorteile:

It has everything I need, reports, customisable emails, guest registration forms and invoices. An app that at a quick glance I can easily see what I need to as well as do bookings. Integration with my website and OTAs.

Nachteile:

I found the set up a bit confusing , but I am not good at technology and am new to the industry, so it could be me and not the system.

Good reliable booking solution

Kommentare: We wish that LH doesn't make the software too sophisticated because it wouldn't help.

Vorteile:

- The service for setting up this software was outstanding. We came from an other nonfunctional very expensive software solution and there was no problem for the customer service to take the database over to the LH system. It is very easy to handle.

Nachteile:

There are still some little software improvements to do. Invoicing to travel agents, direct email from the system to guest about the booking and changes they make along the way. Mapping could be easier. Too many nonsense emails from the support.

ting

Vorteile:

ease of use, price, great features, linked with website and other software

Nachteile:

not enough features, can lag some times, needs added features like making rooms clean or dirty etc

Outstanding

Kommentare: Extremely good service and perfect product.

Vorteile:

Simple and still provides everything you need

Nachteile:

Nothing. It's outstanding. I've literally not had one single problem or one single wish not fulfilled.

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

Kommentare: 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

Vorteile:

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

Nachteile:

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.

The best design I have ever seen

Vorteile:

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

Nachteile:

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

Unhappy

Kommentare: Very disappointing as we have not been able to get any customer service despite repeated emails and phone calls.

Vorteile:

Yet to see them as we are unhappy with not receiving any monies

Nachteile:

After two weeks we still have not had customer service and the payments received into Little Hotelier have not been transferred into our bank account.

Tech help is not available on weekends? I haven't been able to log in for a few weeks. That's bad!

Kommentare: The only reason I wouldn't recco it now is because of the lack of tech support on the weekends. There's no excuse for the NO HELP on weekends. That's when we are the busiest and it's frustrating being hung out to dry with no help. What do you mean...your answering service says we are closed for the weekend....that's horrible to do to your customers who count on you to keep their balls in the air...I need to charge cards and get information and check for availability...Right now I can't stand this program.

Vorteile:

I'm not saying anything above the software. I've read other peoples' comments and I am agreeing with them that it could be better. For me having 4 rooms and a private suite of 2 rooms...which means 5 total...and being the first online reservation program that I've ever used I was pleased...but no help on weekends? What's that about. That's nonsense. We in the wine country mostly have weekend visitors and that's when I might have a problem. I cannot sign in. I type in the name...then the password and enter and it acts like it's going to load and then reverts back to sign in again...I need to use my computer for this because the app doesn't provide the same capabilities. Changes cannot be made using the phone app. It's too small on my phone. It doesn't print out the same either. I can't get the cc# using the phone app. Can you? If anybody can provide help please let me know because I'm getting mad!

Nachteile:

I haven't been able to access the program from my computer for three or so weeks. They've taken away the person who used to manage my account and she was a Gem. Return call right after her morning meetings...never let me hang. Even called me one time on a weekend. I thought can you imagine that....but not even a tech available on a weekend..my gosh...I can't use a program without assistance when I need it...could me once in a year but when you need help with running your business that is when you need it. Frustrated here in Plymouth, CA.

Good software for small to medium AIRBnBs using phone to manage property.

Kommentare: Good software if you need to manage your bookings on the go. Phone App provided is Simple in use and allows to manage new reservations in the system. Apart of that their offer is just ok. I had a really bad experience where at the end of our financial year their financial reporting didnt work for 3 consecutive weeks until problem was resolved. That was a huge minus and a breaking point for us to change PMS.

Vorteile:

Phone App - It’s best the best what LittleHotellier offers.

Nachteile:

Customer service. Very average agents in terms of their knowladge of the software. Booking Engine without many customisation options

Important even though we are small!

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

Vorteile:

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.

Nachteile:

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.

Love the team and staff but functionality is a real issue

Vorteile:

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.

Nachteile:

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.

Fantastic tool for hotel room inventory management

Kommentare: Very positive, the software generally suits all our needs as a small property and the support team is always very helpful.

Vorteile:

The integrated features that link to all channel and our website, saving an enormous amount of time through automatics inventory updates and automatic emails to guests

Nachteile:

The booking window could be expanded especially with the disruption of Covid some guests are tying to book more than 2 years from the current date..

Little Hotelier

Kommentare: 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.

Vorteile:

A lot of good functions, mostly easy to use.

Nachteile:

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.

Ideal PMS

Kommentare: I started with Siteminder in 2008 and watched it develop over the years. Then it morphed into the PMS Littlehotelier which enabled me to go totally paperless and manage everything easily even from my mobile phone when I am away from the office.

Vorteile:

It works, meaning it does a lot of work for you, saving you time and effort

Nachteile:

Relatively expensive. The inventory page is slow to load.

Review of LH software

Kommentare: I do not see any benefit from this software, I'm sorry but that is my honest opinion.

Vorteile:

I really don't have anything positive except costumer service is fairly easy to get a hold of but then most of the time they don't know answers to my questions.

Nachteile:

I am very disappointed with LH. I was trying to input previous guests into the system and customize emails for marketing. There was no way to do this without creating a reservation, then cancelling it. This caused issues with guests calling because they got a confirmation email and then a cancellation email shortly after then there is no way to customize emails to guests. I had to copy and paste into gmail to do what I wanted. Very time consuming and counter-productive. This system is only good for creating reservations and cancelling them.

Makes managing an accommodation straight forward

Kommentare: We run a small accommodation. Little Hotelier is the third channel manager we have used and have been with them for many years now. If l have any problems that l cannot fix they are always their to talk too on the phone in order to solve any problems.

Vorteile:

Little Hotelier recently upgraded their software. It has helped make it very user friendly and easy to navigate. Site is set up in a logical way so that drop down boxes are clearly explained and navigated. When we get a booking we immediately get an email with detailed and clear information on the guests. Very easy for people to use who are not that confident with using websites. Other channel managers l have used in the past were extremely complicated and way to many dropdown boxes which made to very confusing.

Nachteile:

I find when l first go into the site their are way to many steps until you finally get in. Needs to have some kind of shortcut.

Too basic for modern hotel management

Kommentare: Generally it is very easy to use day to day for bookings and reservations. However, this really is the base line for any PMS and I expect more control and convenience to manage my property. Accordingly I am looking for a replacement.
Reservations does not handle groups well at all. You can book multiple rooms on one reservation but only if all guests arrive and depart on the same days. You can't split rooms off this one group res and you only get one bill for the entire group. You have to enter individual reservations to achieve any real functionality but there's not way to link or connect these independent res as a group.
Billing is far too basic. Room charging is fine but you can't charge for other ad-hoc items with any ease and rate changes across a stay are awkward to implement.
You can't split bills, can't move charges across rooms and the gust only gets one bill so no way to hide room rates or provide separate bills for company expenses and personal expenses.
Room/Rates configuration is also convoluted and requires constant manual work-arounds to function.
Reports are basic but useful. Unfortunately many times occ% and Avg Rates do not calculate accurately.

Vorteile:

Easy to use dashboard and reservations control

Nachteile:

Terrible (non-existent) groups control Poor accounting and billing system Complicated and inflexible rates control

Counter intuitive, frustrating and ENDLESSLY time consuming!

Vorteile:

It is visually appealing (which unfortunately gave me false hope that it would be more user friendly), it is easy to add staff to it (even though they then don't have access to a user friendly platform without being on a laptop/desktop), their customer service seems helpful once you get them on the phone.

Nachteile:

Counter intuitive, frustrating and ENDLESSLY time consuming. Sometimes things I expect will take me 10 minutes to change (like a discounted room for 4+ nights) ends up taking me 8+ hours. The two people (including myself) who are in my office are both in our early 30's and are fairly tech savvy - growing up in the technological era. We spend a LOT of time discussing glitches, horrible lack of syncing, its counter-intuitive process and how often we spend HOURS on hold trying to reach someone in customer service. It even is lacking some very basic capabilities like being able to add links or images to auto emails which send to guests after they book a room. I really wish I had chosen another company to work with. I can't imagine a worse one out there but I don't have the time now to change over all of our information to a new system so I am trapped with them for the time being. I would HIGHLY recommend you look in to alternatives before choosing Little Hotelier.

Little Hotelier

Kommentare: A friend who had been in the hotel industry for many years recommended that we incorporate this software to help manage our online reservations. It was one of the best decisions we have made.
The support team from Little Hotelier has been fantastic. They know their product and are always patient when providing over the phone support.

Vorteile:

It is relatively straight forward to use and is incredibly useful for running our business.

Nachteile:

We have not been able to fault anything about this software.