All protel PMS Reviews
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Shehab
Verified reviewer
Leisure, Travel & Tourism, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2021
better than HotelFriend
Atleast their support is not rude like [SENSITIVE CONTENT HIDDEN] from hotelfriend, very rude person. the whole team of hotelfriend also is very very bad and it took them weeks to answer simple emails
CONSit is better than hotelfriend by [SENSITIVE CONTENT HIDDEN]
Charl
Hospitality, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed May 2022
Solid System
Solid system for small to medium size properties. I say this as I only implemented on this size property.
PROSEase of implementation for onboarding new properties from a group perspective
CONSReports are pretty standards and sometimes difficult to customize
Reason for choosing protel PMS
The group of hotels went through a extensive search to find the right fit that came with a CRS system
Reasons for switching to protel PMS
The property had to conform to Group minimum standards, one of which was to have Protel
Karin
Hospitality, 1,001-5,000 employees
Used monthly for more than 2 years
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed March 2024
focus is on own interests, customer needs are irrelevant
Protel is not a reliable partner As an IT service provider, Protel is not interested in automating the application The employees do their best, but customers cannot accept such a policy if they want to do business successfully
PROS5 years ago we had a good contact and support good though not always quick. Since 2 years support for on premise products is declining quickly and the needs of customers are irrelevant
CONSProtel does not keep its promises Protel leaves its on premise customers "out in the cold" Effective cooperation is blocked to the best of its ability
Vendor Response
Dear Karin, Thank you for taking the time to write this review. We appreciate your feedback and want to ensure you our teams are committed to providing our customers with efficient and reliable services. We are sorry to read that you have been dissatisfied with the support experience and lack of automation for Protel OnPrem. Your feedback has been shared internally. We value your privacy and would kindly ask you to reach out via email at support-management@protel.net where we would be able to discuss the points you have raised further. Yours Sincerely, The Customer Experience Team
Replied March 2024
Dim
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2017
Good ,solid software with a lot of options , tons of reports and a lot of add ons.
Highly customisation in almost every feature of the software. Solid performance in sales, reservation and front office department . Restaurant POS operates well . Highly recommended for medium-larger hotel units who want to use the reports ...Lots of reports for revenue and not only .. Ease of use is not that good but it can be learned without much effort. Connectivity with third party software .Powerful add ons. Good costumer support Stable.
CONSPrice of the software could be more competitive . If you wish to get the proper value of the software add ons are compulsory not optional .So be ready to pay if you want the full range of "goodies" Interface bit dated , needs an update .Also the reservation module needs to show more information . In some new PC's sometimes the software crashes ( weird but unacceptable issue,)
Vendor Response
Dear Dim, Thanks for taking the time to share your valuable experience of working with our software. I'm really pleased to hear you're getting so much out of it. As for the downsides you have mentioned, we, like any other top #hoteltech vendor, are working hard on delivering even better value. Have you seen what the new protel.I/O can do? It addresses the interface/add-on conundrum; opening up our software to engage more freely with other vendor's products. Google what our CEO Ingo Dignas said 2 weeks ago at the HITEC Dubai - I'm sure you'll like it! Again, thanks for choosing protel. -Jeremy Armes, VP Marketing, protel hotelsoftware GmbH
Replied November 2017
Anonymous
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed May 2018
Awesome product and very user-friendly.
This PMS has been a life saver, it has a vast amount of options and it is very easy to use this platform. It has a lot of data points and all the hotel team members are able to use this efficiently.
CONSMore functions/reports should be added. We have not seen any real changes since we started using this.
Vendor Response
Thank you very much for taking the time to review our PMS product, and for sharing your positive experience here with the community on Capterra. I can feel the "protel-Love" brimming over, and also acknowledge we can do even better. Although protel has been building successful PMS for nearly 25 years, we have not stood still. Our product is constantly evolving, due largely to customers like you, who let us know what current and future requirements they wish for. (More reporting? Got it!) There are lots of exciting additions in this space due to our new www.protel.io functionality. Ask your protel representative for details, or head over to the marketplace to see for yourself: smp.protel.io) Again, thanks for sharing your enthusiasm! Jeremy Armes, VP Marketing, protel HQ, Germany.
Replied May 2018
Karen
Hospitality, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
2
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed February 2019
Waste of money, terrible api integration and support
Absolutely shocking, if I made my customers wait so long for solutions for a non functioning system and errors I'd be bankrupt. The company need investigating top to bottom.
PROSI like the front end display, easy to use and with the initial setup we were able to design our own confirmation letters. That is all!
CONSWhere do I start?? API : Dont let them lie to you during their sales pitch that they will support any 3rd party integrations for you to build and connect your own booking system. 18 months down the line and over 200 calls in we are still unable to get protel to talk through their own API (which took 8 months to get hold of). At least 5 days between simple questions and a response of acknowledgement and weeks for an answer. We were told "plug and play integration" it doesn't supply this. We cannot use their own online module as it is inflexible in every way. QAS System: this is their own address look up programme, after a replacement PC was installed it took 6 months to get protel running on the PC and they are unable to fix their own software QAS still doesn't run. Reports: Functionality is poor, they tell you TAA is the way to charge everything extra but it doesn't show on overall figures, you manually have to add it up. Customer Support: this is an absolute joke, dealing currently with UK, several people in Germany and someone in America who have no idea how to programme their own system. You ring when the system goes down and they say it isn't a priority and will get back to you, you are queued for a response and sometimes it can take days for an answer. Account Manager : absolutely useless and complained numerous times about no call backs... Their answer "no record of this" Overall I would strongly advise looking elsewhere, hit Twitter publicly if you need help
Jay
Hospitality, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
1
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed June 2018
Terrible system. No Interfaces. Slows down staff.
none. we will pull out of this software and revert to original suppliers.
PROSnot a thing. the only compliment is that they have an EXCELLENT sales team, who really know how to hide the truth and bend lies around you.
CONSawful system speed.. and their excuse is "it is a cloud version, so too much traffic". yes, try and tell this to your guests. NO PCI COMPLIANCE! The system will not log you out and guest data will always be on display No Groups or MICE possibility. no payment integration.. in fact, no interface integration. don't let them lie to you about Open API and simple Plug and Play.. challenge them before the sale to build and deliver an interface.. then wait 6 months for a result full of holes and bugs. No overbooking functionality.. no overriding functionality.. the system date and time is always wrong.. (no, this is not the end of day routine.. this is I make a change NOW, and the system tells me I made it 4 hours ago..) reservations and guest data disappear from the system like magic.. no reporting that is useful everything that you can report is in GROSS - not NET. useless guest confirmation letters and invoices - we cannot pull any guest facing material out of the system and we have to manually build it. no rate mapping - you must rely on protel support for rate mapping which may take a month - so say goodbye to flash sales or promotions. and this is just the tip of the iceberg my friends. Stay FAR AWAY from this system.
Younis
Verified reviewer
Hospitality, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed November 2018
After reading all the review I thought I need to add one
I still think Protel is an amazing system the team is always there to help and this is the most important thing, its not the cheapest in the market I must agree, but overall I'm very happy with it.
PROSPeople are saying customer service is abroad, it is not true the team are based in UK and they are amazing team, CSR is great, regardless when you calling there is always someone to help.
CONSI agree on certain things new interface might take months, had this issue with ReviewPro despite being promised that they have the interface but its been over a year now and still waiting for an answer.
Toni
Hospitality, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
3
FUNCTIONALITY
2
Reviewed February 2021
Not suitable for Hostels
Old fashioned hotel management system
PROSTrying to think! Not much after using a cloud based, hostel friendly system!
CONSIt was not suitable for hostel revenue management. At the time it wasn't cloud based. Not user friendly and radically expensive compared to the cloudbased products that came onto the market while we were using it. The support was expensive too.
Reason for choosing protel PMS
There weren't that many choices in South Africa at the time.
Anonymous
51-200 employees
Used monthly for less than 12 months
OVERALL RATING:
2
EASE OF USE
1
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
2
Reviewed April 2018
Protel Is not a great PMS system
No benefits here. Other PMS systems are better solutions.
PROSThe PMS system is reasonably priced. It is a good system for international hotels. The system also has great language translations
CONSIt cannot be integrated with anything. The customer service is also not that great as they are located abroad and they don't get back with us.
Vendor Response
Dear Reviewer, I'm sorry to hear you have not found a perfect match with protel. Please reach out directly (e.g. via live Chat on our website) and I will do what I can to help. Actually, we have well over 1,000 interfaces, for example to POS-, phone-, channel- and yield systems, so I'm sorry it didn't work out for your property. On a positive note, it is great to hear that you are happy with our pricing, language settings and consider us as a solid system for multi-property hotels. Have you heard about our new protel.I/O Hospitality Platform? It empowers hotels towards consistent growth, by harnessing all available technological advantages of the moment, regardless of the specific manufacturer tool-set. Vendor-neutral is the new now. I am sure that you will love this game-changing #hoteltech as much as we do, where interfaces become a thing of the past. Jeremy Armes VP Marketing, protel hotelsoftware GmbH
Replied April 2018
Lars
Used daily for less than 12 months
OVERALL RATING:
1
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed May 2017
Waiting for a Interface and Protel Germany is unreachable for several moths
Only good thing is that it's a cloud based system. Support from HTS is good but they are depending on protel Germany.
CONSProtel Germany is unreachable for several months after more than 250 calls to Protel there was no one who was able to give answer to some simple questions. They always promise to call back but it never happened. At this moment we are still waiting some interfaces
Vendor Response
Dear Lars, I'm very sorry you had a bad experience with our hotel software and support. This is not what our successful hotel software brand has been built on. Your account shows all issues have been marked as resolved. Some of your 250+ phone calls must have been acted upon! Also, I note that our regional supplier is responsible for your ongoing support and training contracts, getting back to your colleague the very same day he called. The new interface you refer to is non-hospitality specific and subsequently an exceptional case and can not be compared to the 1000+ interfaces protel already provides. This might explain (not excuse) why the process takes longer as usual. Our development team here in Germany was in frequent contact with your developers, supporting them with any technical questions. Your local support partner is managing your project, and are your first point of contact. Thanks for bringing this issue to our attention. Jeremy Armes, VP Marketing
Replied June 2017
Geetika
Hospitality, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed February 2023
One of the best PMS comes with great value for money
This PMS has been a life saver for the hoteliers, it has a lots of features to use and easy to use this platform. With a small training you would develop the learnings of running its all features. The tool comes with a value for money that has lot of options to discover, managing operations, distribution connectivity, reservations, managing rate & inventory, payments runs so smoothly.
CONSSometime exporting or importing bulk data becomes an issue where the tool stop working and does not respond.
Efstratios
Hospitality, 2-10 employees
Used weekly for less than 2 years
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed December 2019
Still under development
It’s a system which still needs a lot of development in order to be able to compete with 4-5 stars hotels.
PROSWhat is really good about protel is that it gives you reports on almost everything. So for revenue and any kind of analysis it’s pretty amazing. What I also like is the support team which is always there for you.
CONSPretty clear to me: Protel is not made for large resorts yet. It doesn’t have any real possibility to do table reservations for the hotel, over-bookings are made easily because it sometimes alert you but sometimes not, it doesn’t have a CTD and is quite complicated in the event department. Most troubling is the fact that while growing they made the backend too complicated with staff from the past version contradicting itself to newer features.
Reasons for switching to protel PMS
Fidelio was bought by oracle and at the beginning they were stating that in the futere the would support only big chains (something they later took back again)
Maggie
Hospitality, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed December 2021
Sometimes it was more like Slow-tel then Protel!
Excellent customer support and good reporting are available.
CONSAs it was cloud-based, so the PMS was pretty slow. Limited functionality and a lot of issues had to sent to Germany to fix - it took months and some was not fixable at all.
H
Used free trial
OVERALL RATING:
3
EASE OF USE
4
CUSTOMER SUPPORT
1
Reviewed March 2016
Customers service dramatic
Nice product but lots if downtime. Especially the banqueting module mice, is far from operational and our sales team is down for 6 days now and still no answer from out reseller hts and protel germany itself. Bad support...
Vendor Response
Hello Mr. Schilder, Thanks for liking our product - especially during the stressful time of the technology transition, earlier this year. I find it hard to imagine that you were left for 6 days without an answer - and would like to apologise on behalf of all of us, our partners and the team here at protel HQ, Germany. We are aware of certain communication issues which sadly do affect the perception of our services, from time to time. We are doing all we can to address these issues, and improve upon our communication. Without the continued support of truly amazing hotel customers like yourselves, we would be doing our own brand an injustice. We pride ourselves in delivering that special, personalised spark, which helps you streamline the individual processes in your own hotel business. Obviously, something went very wrong here. I'm glad to see you are still a protel customer, though! Reach out anytime jeremy.armes@protel.net Jeremy Armes Marketing Director
Replied August 2016
Wolfgang
Hospitality, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed June 2019
What we needed!
Protel Air offers everything our small Resort needs - the Cabin planning is easy to use and the Support is responsive and efficient. It is cloud base and this was one of the main reason to decide for it.
CONSAs we do not need the invoicing, it should be possible to disable this feature.
Damien
Hospitality, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2019
Great PMS
We recently changed from Portal on prem. to the Air version. The possibilities are amazing. We had great support from their partner "Flow".
CONSWe would like to have the "pickup repport" option.
Christine
Hospitality, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2019
Intuitive Technology
Love how quick and easy I can access and drill down through screens and information
PROSThe ease and simplicity of accessing my hotels information
CONSDoes not have a lot of group reservation functionality
Vincenzo
Hospitality, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
1
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed July 2019
Server frequently out of order
Nothing nothing nothing. Regret purchase
CONSAll product is not good. Server out of order for very longtime
Job
Used free trial
OVERALL RATING:
1
EASE OF USE
1
CUSTOMER SUPPORT
1
Reviewed April 2015
After four months we choosed another product
We had many problems with this software. All the interfaces with keycard system, POS and financial packet where not functioning. Both implementation partners HTS/Econostra and Protel Germany could't help or didn't want to help. Another client of this software descripted it well. As long as you have a small hotel with no banqueting and interfaces this product is OK otherwise not.
Vendor Response
Dear Job, thank you for your feedback. Our systems are used by more than 12.000 hotels of any size and kind in more than 80 countries world wide. We hear with regret that our software was not conducive to your operations. Best regards, Manfred Osthues protel hotelsoftware GmbH Germany
Replied April 2015
hamid
Used free trial
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
Reviewed July 2014
Protel is the Best
a simple comparison between the most best Hotel Software solutions, shows that Protel is the best from the both technical and pricing point of views.