RezOvation Web from HomeAway is a cloud-based property management solution developed specifically for the hospitality industry. The solution enables innkeepers to automate daily tasks and increase occupancy through anywhere, anytime access. It is best suited for bed and breakfasts, lodges, inns, motels and smaller hotels.
RezOvation's integrated suite comes with advanced capabilities such as an online booking engine, front desk management, credit card processing, guest management, reporting and accounting. The application is Mac compatible and can be accessed from any smartphone or Internet-enabled tablet. The solution helps travelers connect with their perfect place to stay and book a customizable reservation.
The application also offers integration with Facebook, allowing travelers to book directly from their user page. Once guests have booked their online reservations, staff can remind them about their future stay, special occasions and other important details through automated emails.
RezOvation is affordably priced and can be set up within hours. It is PCI certified and meets all credit card security standards. Additionally, the HomeAway staff provides free software updates and support, as well as an online library of reference materials.
Peggy from Ames Farm Inn
Employees number: 11-50 employees
It's pretty easy to use and I like the view of the occupancy summary. Customer support has always been easy to work with.
Lack of user controls and audit reporting. It is too easy to mistakenly move a reservation and there is no audit trail to see that it is done. Also I'd like to restrict deleting a reservation all together so it can only be cancelled but it's all or nothing. I'd like to give other users the ability to record payments but not book a reservation.
Tristin from Mirabelle Inn
Specialty: Hotel Management Company
Employees number: 51-200 employees
The customer service is beyond amazing.
The UI/UX design of the application is great, and easy to use. The amount of analytics that they provide is overwhelming but extremely useful. The customer support is amazing, they screenshare your computer to find out exactly what is wrong or to teach you.
It is not compatible with google chrome or firefox on Mac. There are some issues with sending information and promotions and the time it takes to populate. But overall the product is great.
Tracey from Hoyt House Bed and Breakfast
Specialty: Bed & Breakfast
Employees number: 2-10 employees
Not worth the money!
It was already set up when we purchased the business.
Everything! The system crashes continuously, recently they merged with another company and it messed up my rates as well as cost me over a dozen bookings because it was showing we were booked when we were not. I found out when people showed up for our tea and told us they were sorry they couldn't stay with us because we were booked. Imagine my horror because we were not! And to make it worse, no one ever returns any calls. I continuously leave messages with no response. Now, I cannot run credit cards due to something between them and the merchants. Extremely frustrating and way too much down time with this program! Searching for a new software.
Laurie from Brickmakers Bed & Breakfast
Specialty: Bed & Breakfast
Not sure...it is similar to others in its good features like the calendar.
It does not interface with Airbnb. Connected with innpayment which does not accept American express. Innpayment has a bad system where if you don't enter info correctly it then wipes out all info and the guest has to start over from scratch...but it doesn't simply tell you that.
It is hard to compare products until you start to use them. Like I was not told of the log on limitations up front, of Internet explorer.
Bob from Riverdale Inn
Specialty: Bed & Breakfast
Product interfaces with other online services. Software has quite a few settings to customize to your business. Display is user friendly. Tech support does answer their phone and is informative.
Rezovation Web is unstable and locks up every other day. Rezovation Web "Help" tab goes to a 404 error screen so no help there.
The Home support is mainly advertising. The recommendation from tech support is to go to the user forum. The Forum is over 790 questions/complaints plus riddled with advertising spam. Useless.
Uses Microsoft's Silverlight so Windows 10 is not supported as Edge will not interface. Have to use old Internet Explorer to get software to work.
I have used this reservation software in one form or another for over ten years. It has all the indications of a product that is on the way down. Hopefully not but my recommendation is to stay far away from Homeaway/Bedandbreakfast software.
Herlinda from Hale 'Nalo Beach Rentals
Specialty: Vacation Rental
Attractive interface, and ease of use to the booking customer.
Lack of support, no weekend hours. If there is a problem with the software, talk to the hand.
There have been many suggestions by users that would improve this product. If you have a great suggestion, they tell you to put it on their "forum" to see how many other folks agree. If many do, then they'll consider it for implementation. Many MANY users have had great ideas, with many others in agreement, but is the improvement incorporated? Unfortunately, usually not, because Silverlight is incapable or their tech guys are too busy working on some other new development.
HEY! Make this one work first before busying yourselves with more developments.
If you, like myself, only have a few rentals (I have 3), consider keeping necessary customer information on some sort of database or spreadsheet, a black book and a credit card processor directly. I reckon this would take about the same amount of actual time, but a lot less frustration, as using Renovation.
Meredith from Dunham Farms
Specialty: Bed & Breakfast
We have had a B&B since 1998, and, when we opened, we used Munsenware's excellent stand-alone Guest Tracker system. As with most other specialized software, Munsenware and Guest Tracker have been sold several times over. Until about 4 years ago, the company remained responsive to the needs of its specialized client-base. As HomeAway has grown and become spread out over the hospitality spectrum, its focus on small B&Bs has evaporated. Technical support is virtually non-existent on weekends, a time that has a natural spike in lodging business and a commensurate rise in potential issues and breakdowns. B&Bs do not generally employ FT IT personnel, and, quite frankly, the problems that have emerged with the web-based system are on HomeAway's end, not the end-user's. The single most problematic issue at this moment--and the reason that I am compelled to write this review--is the migration of RezOvation to a MS Silverlight platform.
Over the past year, Silverlight has been unsupported by an increasing number of web browsers including Chrome, Opera, and, as the greatest irony, MS's own replacement of Explorer, MS Edge. We are Mac users, and, until this week, Safari was still usable. Now it is not. Our final in-house work-around is Mozilla Firefox which has experienced a couple of Silverlight-related crashes since installation. I am praying that RezOvation will continue working on Firefox just long enough so that we can complete our migration to another provider. Despite communicating our issues to HomeAway, there have been no fixes, just more dead-ends. I loved Guest Tracker and the early iterations of Rezo, but we will be taking our business elsewhere.
Be prepared to migrate to another provider in the not-too-distant future as software becomes more corporate and less-responsive to your business needs.
Dena from Caldwell House Bed & Breakfast
Specialty: Bed & Breakfast
It is easy to use and provides just about everything we need. It may provide more, we just have to explore. :) Vendor is an easy phone call away and always has helped us with whatever issue we have.
1. The Quickbooks integration could be better. 2. Setting up Group Reservations, with multiple payment methods, could be easier. 3. Definitely need to get more information on guests who book through a booking engine. We do not have an arrival time, name of the person traveling with them, etc. We always have to send out a follow up letter ourselves. If there was a way to automate the follow up letter that would be very helpful.
Since each property is different, each of our needs are different. We have been happy with the product. There are a few things we would like to see, however, they may be there already and we don't know about them. We need to do the "tour" explaining everything the software does.
Tony from Featherbed Railroad Bed & Breakfast Resort
Specialty: Bed & Breakfast
RezO has been a stable product for tracking reservations and sales at our B&B for quite some time. The ability to customize the product and the interaction with the client is truly great, but the basic functionality of the product is really easy to show to new team members. We have sold quite a few rooms because RezO will send custom e-mails based on client occasions. So, for example, it will send them an e-mail in advance of their birthday generating a reminder and, often times, a sale.
No Sunday tech support and no ability to automatically adjust rates based on demand but I haven't seen this in any similar products unless they're incrementally more expensive.
The special occasion e-mails are probably the most powerful income-generating part of this software. Otherwise it is just a good, solid reservation tracking system that just works well.
Sean from Ripplewood
Employees number: 11-50 employees
So many growing pains! We've had the software for about 7 years, and I have really mixed feelings. This product has so much potential, but it seems that it's being executed poorly at times, with perhaps some questionable development decisions.
When we first began using the software, we had a credit card terminal to process payments, but opted to use the internal credit card processing for a more streamlined process. Initially, there were a lot of problems getting the systems end-of-day to correspond with the credit card processing end-of-day. This resulted in a challenge in reconciling our bank statement, because the amounts funded did not match the daily totals from the system. After a lot of time spent working on this, we were able to have this situation resolved, and the system worked okay for quite awhile.
RezOvation is locked into using one of two (the second recently added) credit card processors. This in and of itself might not be a bad thing, except that in this case the primary processor is Intuit Payment Solutions. Intuit has chosen to implement policy restrictions on issuing refunds which boggles the mind. After 90 days has passed from the date of the charge, it's impossible to issue a refund back to the card that was charged. Unacceptable! For a resort that takes advance deposits, this is an unnecessary burden. It creates delays, additional workload, and negative guest experiences.
Accuracy of reporting is a critical part of any PMS. It seems a lot of hotel software I have tried has an achilles heel in the reporting, not necessarily all reports, but each product seems to have at least one area that is questionable. RezovationGT is no different. On the Daily Summary report, there are categories that show totals for groups, and for advance deposits taken/ used which have no supporting reports to show how those totals are calculated. This makes it difficult to audit if the day is out of balance.
The online segment of RezOvation is also very difficult to deal with. We originally had it set up so our guests could make reservations through our website via Webervations. It seemed to work okay at first, but then they went through a PCI compliance audit, and changed how payments were taken. The payments became "tokenized," so you could not see card details within the system. There were other issues with this process as well as batch-out time issues, which made it a no-go for us.
Ease of use.
Support is always available during normal business hours, and no wait time.
Customization of reports and letters.
Automated letters for reminders and follow-up with guests.
No Night Audit process necessary.
The largest problem I have with this product is the lack of ability to choose your own credit card processor. You are basically stuck with two options, Intuit (awful), and InnPayment which I have not tried yet.
Our resort takes advance deposits up to one-year in advance of arrival. Many of our guests return year after year, and so opt to make their next year's reservation when departing. The problem arises if their plans change... Intuit will not allow a refund to a credit card after 90 days has passed, which means we have to write a company check.
This might not seem like a huge problem, but the additional workload for doing refund checks, combined with the delays in check processing for our European customers makes it a customer service nightmare.
I like the amount of customization options in the reports and letters, but the lack of code for certain things bothers me. Also, the lack of supporting detailed reports for some daily reporting totals (adv. deposits used) makes auditing difficult at times.
The real problem seems to be the lack of supporting reports. For example, there is a daily summary report which has values for many categories, cash, visa, gift certificates, revenue, taxes, advance deposits, etc. The problem is that with some of the totals, you don't have access to a detail report to support the total, so it's difficult to audit out of balance issues. They have been working on it gradually, but there's still a couple of categories that need detail reports
In closing, there are many good things about this software and the support team, but the challenges we've faced have slightly outweighed them.
Conrad from Pirate Haus Inn
I was a user of Rezovation for about 11 years and it interfaced with Webervations. Then Rezovation bought Webervations and started touting the Rezovation booking engine over Webervations, typical monopolistic behavior. The software worked well but their cloud solution cost an arm and a leg, so I went with another vendor. The problem that I have is that Rezovation did not import credit card numbers from Webervations, or other records of customers agreeing to our booking terms. In the event that disputes arise, I tried to contact Webervations to get access to the data. They helped me once, and then they said 'NO'. So the question then becomes who owns the data entered by my customers while I was a paying customer. I think I do. The data would not be in their system had a not been a paying customer. So they want me to pay again in order to see the data. Be very wary of any cloud solution. I strongly suggest you read http://www.computerworld.com/article/2501452/data-center/when-your-data-s-in-the-cloud--is-it-still-your-data-.html and make sure your provider answers these questions. A smaller company might be a better fit than Homeaway which is a huge company and assumes a 'Take it or leave it ' attitude when it comes to their terms of acceptance.
Tamara from Four Sisters Inns
Highly recommend - excellent product that is evolving and a great support team to work with!
Easy to use and lots of bells and whistles not usually found at this price point, ideal for small hotels
Not as tight on security but for small hotels that is usually not an issue
Steve from Wine Country Cabins B&B
I have used other guest management programs and services and this is by far the most well developed, the best thought out and the best supported. Teamed with the booking engine it makes a great product for managing guests and payments at an inn or B&B.
Options galore to suit the varied needs of my inn (and most others) - VERY FLEXIBLE
Continuous backup of data to off-site server.
Regular updates and continuous improvement.
Great help files.
Easy to use.
Integrates nicely with the Rezovation Booking engine
Credit card transactions managed easily if using Intuit CC processing.
The only reason I gave 4 stars for meets needs is that it must be paired with either the Rezovation Booking Engine or Webervations to provide online reservations from your website.
No web based innkeeper access from this particular offering, though the company does have solutions for that.
Tony from Featherbed Railroad Bed and Breakfast Resort
It has helped us earn additional business, so I'm a big fan.
I'm not usually this enthusiastic, but this software is really excellent and the company is willing to listen to feature requests. Their tech support is also outstanding.
Runs only on Windows and also requires Microsoft Word.
Amy from Inn Above Onion Creek
RezOvation GT provides me with great property management software and is a great sales tool. I know that the staff is always working on my behalf to improve the product and to help me be a better innkeeper.
The seamless integration between on-line inventory with the booking engine and inventory on BedandBreakfast.com makes my life as an innkeeper so much easier. Being able to quickly and easily change rates, minimum stays,and availability allows me sell more rooms. Also, because everything is in real-time, I never have any double bookings. Sometimes as an innkeeper, I get fixated on an operational issue and sales takes a back seat. But one of my favorite sayings is "there is no problem that more revenue can't fix" and Rezovation GT with BedandBreakfast.com and all the support that is provided, has really helped increase our revenue! The commitment of the RezOvation staff to the success of my business is evident with every contact. The return on the investment can be measured by increased revenue and by my peace of mind!
Because we are a full service Inn, I need in-depth reporting that had been part of Desktop that has not been fully developed for GT yet. Many users are not looking for the amount of detail that I prefer, nor do they have as much group business as we do so I understand that the needs of the many come before the needs of the few.
Johanna from Inn on the Riverwalk
Detailed management of our inventory is crutial for maximum revenue. This product allows us to manage our inventory very closely, with easy implementation of up to the minute price changes flowing through to our website.
The product surpasses other comparable products with maximum flexibilty, including an easy occupancy reporting system, compatability with our accounting software, and micro-level client marketing tools.
This product is superior to any other product I've tried. don't have any comments.
Wilma from Camp O' My Dreams
The best Reservation Program that is available. Now they have teamed up with QuickBooks to swipe credit cards. It is easier without having to type in credit card number on their program. A PLUS for my business.
Support group are in U.S. and very congenial and helpful with any problems. It's a pleasure talking to the support people. They return calls promptly. Rezovation GT is program that works for both cabin rentals and the B&B rentals. I'm a small resort/B&B and this meets my needs
They had to do some programing on my computer to make it work but were very good at taking all the time they needed to correct the problem.
I also found one glitch in the program and that was fixed immediately.