RMS Software

Pros

Their Customer Service Team, like is one of their asset. Always willing to assist and never gets tired of finding the solution to our query

Cons

Without their Customer Service Team department, it will not be a pleasure to work with RMS. Everyone in the Customer Service and Technical Support team are your company asset.

In my opinion RMS continues to offer great value and if 9+ worked as well as 9 then it would be smashing!!

Pros

Review is for 9 as its better than 9+. Yes I know that 9 will be unsupported shortly and that, I believe, is a shame.

Cons

9+ is still very slow for us and has a number of issues. We have made a list of the ongoing issues and will send shortly.

I cant believe that I have been charged for this and have rates have just been increased

Pros

RMS Staff have been terrific, I have spent a considerable amount of time on the phone. There seem to be a lot of reports which I hope to utilise a bit more

Cons

The set up created almost 12 months of issues for our business, I still have accounts I am chasing.
There should have been a process for the set up of 9+ which included the transition from 8
It is TOOO slow

Pros

Works well with booking.com, expedia etc for managing bookings with no double ups or any issues. Easy to use and to keep track of everything

Cons

Tariffs can be a bit confusing when using with OTA's but that's a small price to pay for flexibility.

Looking for a better system.

Pros

It links to OTA's quite well, basic bones are ok. Booking Chart works ok. Reservation input screen average.

Cons

Continually change things without letting you know and constantly making the processes more inefficient and requiring more and more work.
Reports dont add up.

Having deployed RMS at multiple venues, I can safely say it is a robust and easy to use management system.

Pros

Intelligently designed user interfaces
Easy to use and intuitive
Amazing customer support
Has all of the features you would want/expect

Cons

The initial set up process takes time; training needs to be done, then the actual set up. (Worth it though, as once it is set up, smooth sailing)

Pros

Very easy to make reservations and the visual birds-eye view you get with the booking chart is fantastic!

Cons

I'd like to see a more user-friendly "build your own report". This area is seriously lacking for our use.

The support staffs have been excellent to work with. She has a lot of patience and actively went above & beyond what was expected of her. Thanks to both of them!!

Pros

Functionality & customization are the best features thus far. The ability to use the various settings and options to create a custom experience is great.

Cons

This product isn't a perfect marriage with our industry as far as rates are concerned. There are workarounds that are able to be learned. At the same time, this venue is very unique among other RMS clients so it isn't a surprise.

Thank you- you guys have been very patient with me and have provided outstanding service so far. Keep up the good work and I always look forward to speaking with you.

Pros

Great customer service: kind, prompt, and detail oriented. I also like that I get some of the same reps and am building a rapport!
A lot of features are intuitive (but not all, see below)
Helps me stay organized and on top of my reservations/transactions
Still new to the program and discovering a lot of its features, but there seems to be a lot of features to be implemented to really control all elements of business in one place (RMS)

Cons

Wish customer service was available on the weekends too
While the program itself is relatively intuitive, there's a lot that is not and requires what feels to be extensive support/training. Also, it was easy for me to update User Profiles and completely mess up my Field Maintenance screen (again thanks to support I was able to get it fixed relatively quickly)
Program is glitchy and requires for me to log-out/log-in to accurately refresh data

Would not recommend.

Pros

Looked like a nice updated system to use for my hotel was basically all I was looking for in a PMS system

Cons

This does NOT work with apple!!! I asked for a refund as I only used it for one day and spent that one day trying to figure out how to fix the issue but it wasn't fixable. Regardless to say, this product sucks and only works on Microsoft.

A brief but very unproductive relationship with this company. BEWARE !!

Pros

Appeared to have reasonable functionality, but not "state of the art". They have a strong user base but from our enquiries many users are far from happy.

Cons

Support was uncooperative and/or not very knowledgeable pre-conversion and since I requested a termination of the subscription, the responsiveness of the sales manager has evaporated.

Months later, they are still charging us the monthly fee, while ignoring emails requesting termination. When we finally phoned the accounts department they said "you need to fill out our termination form" !!

Cons

Not much - it seems there is just one problem after another and it takes so much time to get through each account. Every day/week there is an issue - repeat charging rolling forward, smart printing, the receipting screen changing, mistakes in tariffs somehow appearing on our system - right one day then incorrect later. Confusing set up of tariffs

ONCE I TOLD THEM THAT WE ARE HAVING SOFTWARE ISSUE WITH OUR APPLE PRODUCT VS TO MICROSOFT. HERE IS THEIR RESPOND ;

Hello, ------!

I am sorry to hear this. Is there anything we can do to change your mind? We value your business and would like to try and resolve any issues you are a having per, my conversation with customer service this afternoon were already in the process of creating a ticket for the Apple product errors to find resolve. Please let me know.

Regards,
Karen


PRESIDENT OF THE COMPANY CALLED US TO EARN OUR BUSINESS AND HE ENDED IT UP SAYING , IM SORRY YOU SIGNED FOR A CONTRACT AND YOU CAN'T GET REFUNDED. IM SAYING NOW;

WHY WOULDN'T LET ME KNOW THAT YOUR PRODUCT IS NOT SUPPORTING APPLE PRODUCTS PERFECTLY AND WASTING TIME AND MONEY TO HAVE YOUR TRAINING ???

Pros

Product seemed useful and affordable, however, once you start to train with them and invest your time, they will start to quote you for additional charges.

they quoted us at the beginning, after spending one month for training, they constantly keep charging my business credit card and I HAD TO PUT A DISPUTE AND stop future charges. !

Cons

IT DOES NOT WORK WITH APPLE PRODUCT !!! WATCH OUT!!

The accounting side of this software has never been satisfactory and every upgrade gets worse.
There have been 4 versions of the software in as many years and the latest cloud based is impossible - we are looking for an alternative for 2 properties.
The support personnel are not interested in feedback and clearly the management takes no notice of the problems created.

Pros

Online booking appear OK

Cons

Accounting aspect lacks any practical knowledge of operating an accommodation business. The cloud system is very slow (even with fast internet connection).
Screen GUI is poorly designed and relies too much on the mouse - they think we are "Gaming" orientated.

It is probably not the software that is totally at fault, although it can be quite complicated and difficult to navigate. I sometimes think RMS delight in making things more complicated with so called enhancements
The customer service is seriously lacking and wait times are quite long.Weekends can be extremely long. Definitely don't call unless it is an emergency
Also customer after service is terrible when it comes to the changes/ enhances made to the software. No one bothers to notify when procedures changes.
I will give 2 examples of this.
1: Apparently passwords are now case sensitive as of beginning of Oct 2016. It was not until i had an issue with RMS9+ late in October that I discovered this. I had been using the program without case sensitive password and of course the first few weeks in October. All of a sudden I now have to use case sensitive password after the technician I spoke with about the issue I was having had logged in to us.
He did not tell me he had changed the password to be case sensitive and I spent a harrowing experience on a Saturday without being able log in. To me this was an emergency.
2: I was not made aware that if a situation occurs on a weekend I need to telephone support. From the support page there is no where to find a telephone number to call, The support page asks for a direct chat. but it is not manned on weekends. The Log a service request is also not manned on a weekend. This emergency number should be easily visible .

Pros

RMS 8 was a very good program in its day
RMS 9 is more difficult to manage.
RMS 9+ is still having glitches and is even harder to manage .

Cons

The longer we deal with RMS the more disillusioned we become. with everything from the software its self to the the way their accounting is handled and the customer service.

Advice to Others

Make sure you have a good hard look at RMS before you commit it . It is very difficult, expensive and time consuming to change. I would probably look at different software if I was doing it again.

We have used a few different software programs before finding RMS. RMS is the one for our resort! We are still learning all the features and have had some growing pains with the new version but that is to be expected.

Likes Best

From the moment I started this project with the sales person, until we finihsed it, all staff were very helpful.

Likes Least

They are not compatible with a lot of gateways, we had to change our gateway.

Recommendations

Definitely know the features you need at your property and also jump on a quick demo before your final decision.

Likes Best

I love the fact that it has so many features built into one! I don't have to keep separate logs all over the place! RMS allows me to keep track all in one place!

Likes Least

Some of the features need to be integrated a little better so they completely function as they did as a stand alone.

Recommendations

Pick up the phone, call someone that is using the software! Ask them how they like it! Go see it in action in a live setting and not just as a demo!

Likes Best

Flexibility in setups allowing a good fit for our individual property's needs.

Likes Least

Some of the billing features for long terms stays could be improved.

Recommendations

Speak to other users of the software and ask questions about how RMS can handle your most important functions.

Likes Best

The ease of use and the support staff's prompt assistance.

Likes Least

Nothing, I just haven't used it long enough to be comfortable with the non daily activities.

Recommendations

Take full advantage of your training and take good notes!