Little Hotelier

Vorteile

Leider gab es nichts, was uns hierzu gefallen hat.

Nachteile

Alles:

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

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

Vorteile

Ease of use. Integration with the other apps available. Flexibility of the view in the calendar. The reports and analytics. And there are tons of features I would love to explore but don't have the time.

Nachteile

Not much. I'm really pleased with the recent upgrades to the mobile app. The only feature I'd like to see is the ability for me to colour code my calendar based on the incoming channel. That way I would have a quick visual confirmation that tells me at a glance where the reservations are coming from and would quickly indicate to me how any specific promotion is doing depending on the channel. If the reservation also could have an indicator of what promotion was used, that would be even better!

Vorteile

Generally it has great features for a small accommodation property and has everything in one spot, easy to use and the phone app has many great features to help when out and about.

Nachteile

Chat staff not reading what I write. Two months back I had an issue where a direct booking created by the guest is not able to be checked in, modified or payment recorded. I am very experienced with the system but had the live chat staff explain to me how to edit a booking from scratch, ignoring almost all of what I had explained earlier. Eventually the person realised there was a problem and it was escalated. Now I have another direct booking doing the same thing (numerous others in the meantime work fine). Once again the chat person does not understand there is a problem and asked me to perform the same things as last time (e.g. delete the guest email and type it in manually, which is exactly what I had told them would not work). Back around Christmas just gone I had issues with double bookings and it took a lot of effort to get it escalated and for them to identify it was indeed their system. I knew more than the chat staff and I was assured the staff involved would have further education. I now find I have chat staff not reading my messages before responding and it is simply not good enough for the price I pay. There is a lot I love about the Little Hotelier system, but with cheaper options out there I expect better quality service.

Vorteile

It was good for the past 10 years but things have changed.

Nachteile

Have been with Little Hotelier for over 10 years and have been happy with the product, but out of the blue, they have changed the front face of the Booking Engine, which the guests use. It has made it very difficult for the guest to see which accommodation unit is available and when this is important for small/Little businesses as each product you offer is often different and return guests especially like to stay in their favourite. All Little Hotelier is doing is moving all Little Hotelier clients over to the Siteminder Booking engine which is designed for large operators with style accommodation.

Vorteile

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

Nachteile

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

Vorteile

The promise of a functional PMS for small hotels.

Nachteile

Customer Service is atrocious. System overall very cumbersome and slow.

Vorteile

fairly nice gui and layout. easy to move rooms in calendar

Nachteile

everything is a paid add on, every feature requires another package and more money. its madness how they have done this. they could have one really decent product, instead its split into so many parts its unusable.

In Betracht gezogene Alternativen

Warum Little Hotelier gewählt wurde

Zuvor genutzte Software

Vorteile

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.

Nachteile

The lack of onboarding no accountability and zero account service

Vorteile

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.

Nachteile

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.

Vorteile

Easy to use, but not very user-firendly.

Nachteile

They simple don't care about you and the problems you may have

Vorteile

I liked the ready hover access to info on clients in the Front desk version, as well as the fact that Site-minder came with the cost of the product. Also, the sales person was very helpful, I wish she was the tech-support or training person.

Nachteile

This was too hard to implement correctly, and too error prone. It needed a process "Step one", but that was missing. I set everything up in the Booking Engine first without realizing that the information in the booking engine is only what clients see online, not what is happening on the back end. I ended up deleting hours of work and starting over several times. there are videos and good instructions -- but never does it say -- do this first. Training never told me this. Tech support did, but only after I was integrated with Site-minder (another big project). The entire experience was probably one of the worst experiences I have ever had -- further more, when I wanted to stop using the product I still had to pay for 3 months to fulfill a contract.

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.

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.

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

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.

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.

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..

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.

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.

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.

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.

Vorteile

Easy to use dashboard and reservations control

Nachteile

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

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.

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.

Vorteile

It's so easy to use! And it pulls all the information into one place and I can access it from anywhere.

Nachteile

I would like to be able to personalise the confirmation emails that I send to clients. I would also like to have more options to add details to the invoices. I find it really frustrating having to log into the app all the time too and it would be great to be able to see more info in the app.

Vorteile

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

Nachteile

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.

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!
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STAY AWAY

Vorteile

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

Nachteile

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

Vorteile

It is a good tool with lots of interesting features.

Nachteile

The onboarding is a little tenuous, I did not expect that.

Vorteile

Easy to sign up for the free trial and looks like it would be a good fit for business. Once the free trial started it was obvious that it wasn't exactly what we were looking for.

Nachteile

There is so little customer service. They agreed to refund the additional subscription fee - raised the credit but no refund. I have emailed, and phoned since February.

Vorteile

Ho provato Little Hotelier in proba gratuita e devo dire che mi è piaciuto, molto funzionale

Nachteile

Non condivido la grafica che non trovo molto intuitiva

Vorteile

easy to create new reservation, good integration of email confirmation and invoices

Nachteile

- major bug (triple charge of service charge) will not be fixed. no chance of using the online booking engine- export of reservation data only exports a few of the data. not everything. no chance to adjust it- no custom emails to send to customer before arrival (only 1 fixed one, we need 5)- reporting limited- no public roadmap nor information about future changes (never experienced an update since we use it)-

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.

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)

Vorteile

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

Nachteile

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.

Vorteile

Reliable and simple to use yet versatile

Nachteile

Small business affordable. Good value for what it offers.

Vorteile

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

Nachteile

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

Vorteile

The customer service team is extremely helpful

Nachteile

As the manager and sole operator of the system with the phone app I do not have the ability to make a reservation, change the length of a stay, build out a quote. or any of the most basic operations of the job. the phone app is only a window to view what is happening with the system and does not let me alter anything in the system. A broken tool.
The reporting functions are EXTREMELY limited, we only have 19 rooms and i have to compile multiple reports just to compare year to date revenue.
A broken tool.
As the sole operate during the winter season i built the Lodge Email to receive the customer notifications and my business email to receive the management notifications. the customer notifications are full of vital information that the management notifications do not have, like the actual date the guest is going to be staying with us. Again, a broken tool.

Vorteile

LH covers 90% of the tasks we need to complete in an effort to run the hotel. It is stable and reliable. It is very affordable.

Nachteile

Set-up was not intuitive and initially customer service support ineffective. Subsequent to launch we found the development team does not talk to the sales/customer support team so developers roll out beta versions of enhancements before the bugs are worked out and without telling customers of the changes. Initially I found the customer support team poorly trained with limited communication skills. I sensed they were also frustrated with their inability to satisfy customer needs. in the past 18 months I have not had to lean on customer service as frequently and when I do, the service is good.

Vorteile

The have a great sales team that highlights features that once you are switching come to light as not great features at all.

Nachteile

Rate system is antiquated. No tracking of booking sources. No way to track travel agent bookings for commission. no group functions. no way to add any additionals with varying price points.

Vorteile

When it looked so user-friendly it was user-friendly now it has literally become like all the rest are zoomed screen difficult to drag things and when you press on the icon it doesn’t bring you straight to today so you must always know your dates I find this update terrible I am very disappointed!!!

Nachteile

The update calendar is terrible .. I specifically signed up with Little Hotelier because it was different.. the screen was so simple and easy to see and read .. now it looks like an excel spread sheet!! I literally hate it!!! it was a step above the rest now it has literally downgraded to be just like everyone else’s! Yet the price keeps going up! :(

Vorteile

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.

Nachteile

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.

Vorteile

They certainly have their sales pitches down pat. Generally pretty easy to implement.

Nachteile

What really concerns us is that we keep getting mapping errors despite having mapped our channels with the help of their people multiple times. Bookings keep going into "unallocated" instead of to an actual room, and we have some that have never showed up in the front desk at all. And you can't get a real person on the phone to help. Just a chat window. We might have to eat the year contract to go with a system that actually works. Oh, and their websites are really really basic and lack important things like ADA compliance (one template does but it is heinous.)

Vorteile

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

Nachteile

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.

Vorteile

Basic functionality is good. Mobile app improvement has been good.

Nachteile

Support is slow, disorganised and frequently wastes a lot of time because they don’t take adequate notes or read what you send them.

Vorteile

I chose this software because of its ease of use and the fact that it is tailored to B&Bs and boutique hotels.

Nachteile

Two many different apps within the system that need to be updated. You’d think that making an update on one app would push to the others. They make the process more complicated than it needs to be

Vorteile

Easy to learn and use. I like the reports page to be able to track year on year growth.

Nachteile

Very slow, and not as many features as I would like and have had with previous similar software.

Vorteile

- The fact that we don't have to insert the same information for repetitive guests. The info pops out as soon as we type the name of the booking.
- The fact that we don't pay commission for bookings coming from OTA's - we pay only a flat monthly fee
- The type of reports given
- So easy to use

Nachteile

- The fact that we have to create different bookings for same guest coming for interrupted dates (some guests leave for 1 night and then come back).
- The fact that we have to create different bookings for guests that move bedrooms. (some guests have to change rooms and the system doesn't allow the same booking to have a change of rooms or dates)

Vorteile

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

Nachteile

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.