Rezdy

Kommentare: Overall: we have a serious situation going on, and it seems they couldn't care less. It is jeopardizing the entire company. We had to build a task force on a Sunday to try to organize things manually to minimize all the problems caused by the system.

Vorteile: It is a very complete solution for tours and activities. Once you understand how it works, it is a very good way to prepare your company for growth.

Nachteile: We warned Rezdy many times about a problem when Brazil should get into Daylight Saving Time. The Brazilian government stated that in 2019 the DST would be postponed in 2 weeks. Sessions had wrong times and iit would not be available in Expedia for the same reason. The support team used to be very attentive to our demands, but there has been a sudden change in behavior lately. We are a big company with more than 1,000 bookings/month, and Rezdy's lack of support is compromising the entire company. Activities and transfer are booked at a certain time, but the document sent to the passengers states a different time and sometimes a different day! Clients are feeling suspicious about this change in times and dates, even if we explain that it is a system's problem. Pick up times in tours have been changed automatically and clients are getting impatient about that. We have been trying to receive and urgent answer from the support team, even calling them, but no answer. This is completely awkward, considering their previous behavior (answering promptly).
Some of our suggestions are to create sessions 1 year long (not 6 months), create a way to make multiple language versions of the same product (not having to clone many times) and create subdivisions for the product description (ITINERARY, INCLUSIONS, EXCLUSIONS, KNOW BEFORE YOU BOOK ETC.)

Kommentare: Rezdy changed our business and enabled us to have full oversight of our tours and transfers.
We had been using Google Calendar which was fraught with danger. We had no visibility of canecelled bookings, no booking action history and no way to reconcile booking revenue with our accounting software.

Vorteile: Rezdy give consumers the ability to book in real time 24/7, and enables us to have full oversight of all aspects of our tours and transfers. The consumer pages blend seamlessly into our users web experience, with automated confirmation emails and payment requests. It also allows us to schedule triggered correspondences to customers after a tour, asking them for reviews. It integrates with our Paypal account dropping payment data into bookings. Our team find it easy and intuitive to use, even for novice users which is important to us as we have a high turnover. We would highly recommend using Rezdy.

Nachteile: Having to log in every day.
Not being able to set the default screen (we prefer to see the calendar) once you log in.
Not being able to schedule simultaneous product sessions at the same time.
The fact that bookings are called Orders (which industry operating tours & activities does that?) just confuses everyone including management whom we report to.
Reports not customisable.
Cancelled orders visible on the Calendar
Cancelled orders still have monetary value visible in reports inflating revenue figures for the date range.
Would like a few more user levels, or the ability to choose what functions each level can and cannot have access to.

Kommentare: It has been really great and a big boost for our business.

Vorteile: The platform is very customizable and there are preset configurations for various types of tours and activities which makes it a huge time saver when setting things up. They really get the need for data and analytics and make a good number of tools available to easily integrate with Google Analytics and Google Tag Manager. The Trip Advisor Review Express Integration also makes it very easy to grab a bunch of reviews and set the request process for reviews on auto-pilot. They also have these widgetized elements that make embedding calendars and products into your website very easy. All around, a great platform that really increased our bookings YOY and dramatically increased revenues in the business while lowering our time and customer interactions to get an booking. Highly recommend.

Nachteile: It is a VERY robust system, and it does a LOT of stuff, so, there is a lot learn. The system is well documented and support is prompt, so like with any new system, you just have to work through it. A series of setup or getting started videos would be helpful though.

Kommentare: Good but the documentation for additional features and integrations is very poor. Don’t charge if you can’t support a feature.

Vorteile: Ease of use
Inventory management
Quick support response times

Nachteile: 3rd party integrations don’t work and whilst extra is charged support is minimal.

Kommentare: Rezdy and I have a love hate relationship and unfortunate, more hate. Rezdy has a very complex, clunky, cumbersome product setup process and the worst checkout process in history of the internet. See Con section.

Vorteile: All the features I needed with some exceptions. Support is good. When tickets are submitted, good responses are given. Team is attentive to help you understand the system and fix bugs. Clean layout. A bright future with a few important changes.

Nachteile: Checkout flow must have been designed by a plumber. No offense to plumbers. During the busy summer rental season, my client would receive several calls, daily, with people that did not know how to checkout! Just search Rezdy support ticket number #205248418. Basically, it's a two step checkout. First you select the date, then click Confirm Availability. Then you click the date again, at which point you are given a strange, agenda style calendar to select the duration. After that, the booking process is as usual, name info payment etc. Way to complicated for people to understand. New Feature Request Process is a voting system. However, a feature with 15 votes (ie "Customize fields in Manifest") or 13 votes or 10 votes gets completed, but a feature with 15 votes ("Customers are confused by the 2 step booking process") does not get completed. Additionally, things that are not even in the feature request system mysteriously appear as a new feature. A very strange and frustrating system. If you need a specific feature, plan on NOT getting it because only one or two people might vote on it. To give you an idea how many clients Rezdy might have, the most popular feature (Wordpress Plugin) received 50 votes. More attention should be given to 15 votes since that is 30% of their clients. Product/Rental 'session' setup process is a nightmare! My client has 18 locations, 30+ rental products, and different prices in different areas as well as holiday rate changes for holidays, like 4th of July. At first sight all is well, then you have to deal with 'sessions', yeah 'sessions'. The greatest thorn in my side of the entire 2 year experience. Once you set up a one product at a location, you have to create a 'session' in the calendar, yes, separate from the product info area. In the calendar, you create a session for that product and if you have variable prices, or a specific hour of the day you don't want a rental to be available, at each break you'll need to create several different sessions. If you have a lot of products, plan on spending several hours in sessions. The system isn't intuitive enough to build the session for you (in the background) based on the info you placed in the product info area. My "Create Sessions from Product Details" feature request only received 5 votes. Needless to say, sessions are the worst, most time consuming part of Rezdy. Someone that is not tech savvy will have a hard time learning it. And oh! sessions can only be created at 6 month intervals. So for a 9 month rental season, you need to do everything twice and then again the next year and the next and so on. Products are another area for improvement. To give you an idea about our products the setup is like this:
12 Products - Location A
10 Products - Location B
11 Products - Location C
8 Products - Location D
15 Products - Location E
7 Products - Location F
15 Products - Location G If rental product 1 is at A, B, C, D, F, and G locations, you need to clone product 1 seven times and assign each one to its separate location. Then set the prices, and such for each. After that you need to create sessions for product 1 at all seven location. Locations are really called categories in Rezdy because they don't have a feature to manage locations. My client has about 30 rental products and 18 locations, however my Rezdy account has 100 products. Most are duplicates of each other. For example, Product 1, has 16 duplicates. Yes, you can clone products, but you can't clone sessions. Documentation needs improvement. You can not bulk edit, sync products or CSV upload anything. Everything is one at a time. Last and biggest con, because of its confusing checkout process and the number resulting calls from confused renters, my client has discontinued using my website service. I had a beautiful site, with easy navigation to the products and spent two years using Rezdy. Every call was about the booking process, which is handled by Rezdy via a script embedded in page. Unfortunately, that I cannot convince the client it's Rezdy's fault. I took the bullet for them. If they only had an easy checkout system, confused renters wouldn't have called, I'd still have my client and only half of this review would be accurate. My recommendation is to wait for Rezdy to streamline a bit. And from experience, that might be a while.