Visual Matrix is very user friendly, and in most cases there are multiple ways to do something giving options to the team as a whole.

I believe Visual Matrix could do more to update the program on a regular basis with suggestions from their users. I know this is something they are working on now more than ever.

Cloud base is amazing and I love being able to log in from anywhere. Programing rates is very labour intensive and discounts are not as flexible as we would like.

Accessibility, love being able it from anywhere.

Training was very confusing at first even with the videos. I found that the demo was difficult because it was not reflective of how we would use our system. Our old PMS was great for training because it would let you practice with the system in real time without effecting it.

Visual Matrix is awful. It is very clear to me that Visual Matrix staff is writing the fake reviews for this PMS.

When it works, there are few issues with room inventory and 2 way communication.

System will go down. They will blame Azure "outage". Okay, so why are all the other countless services that rely on MS Azure not down? Anyway, there are so many other problems with Visual Matrix. The desktop version is effectively dead. They don't update it much. The cloud version has little errors and mistakes, including spelling errors for warning messages. I don't think VM hires the best web developers and their cloud PMS makes that obvious. Simple things like deleting inactive rate codes, that haven't been used in almost a decade, is impossible. The system for whatever reason lets you add room types, rate codes, employees, etc., but doesn't let you remove anything. This makes it an administrative nightmare to organize things. Only 1 person in their tech support team seems to be knowledgeable about the product. The rest of them are clueless and send incorrect replies to close tickets.

Overall, Visual Matrix is an easy to use program (compared to the others I have used in the past; Micros Fidelio, Opera). It is also a robust software in my opinion and provides the necessary functions in an easy to use format. We went from 'zero' to 'hero' in no time using this software for the first time back when we opened our first Best Western Plus property in 2019. I was in touch with [SENSITIVE CONTENT HIDDEN] the Implementation Coordinator over at Visual Matrix who helped us set up the software for our new property just a couple of months back. [SENSITIVE CONTENT HIDDEN] is courteous and very knowledgeable about the product he offers. He always took the time to answer my numerous questions and was always willing to explain the set up procedure every step of the way. He also helped coordinate other stakeholders. He really did go above and beyond and made the sign up process very easy. I must also applaud the Visual Matrix Technical Support team. They are also very responsive and willing to help each time we call in with any query. If an agent doesn't quite have the right answers to your questions, they politely ask if they can put you on hold and go in search of someone else who can help out. Keep up the good work guys!

It is quite easy to get around Visual Matrix. Each function is also easy to locate. The most impactful for me is the Front Office/Reservations function. I just like the way all the options are laid out at the top of the screen making navigation very easy and seamless. We take calls each day from guests wanting to book rooms and find out availability. You'll agree with me that there is the need to have a program that gives you the power to move from one screen to the other with the smallest number of mouse clicks. Visual Matrix integration with our existing business processes has been quite easy I must say. For instance, I have the power to work off two instances of the program simultaneously. This comes in pretty handy if I ever need to provide a guest with information without interrupting what I was doing on the first page. Now this is flexibility!

Lately, there has been the need for us to post voucher pre-payments for guests who haven't quite booked their stays yet on Visual Matrix. It has been quite a challenge handling such pre-payments on Visual Matrix and the question for me has been where to post such payments given that there is no booking to attach it to. I would appreciate it very much if the necessary function that would allow us to do this could be introduced. There also seems to be an integration issue between Visual Matrix and Intello our Guest WiFi provider that should be looked into. Our guests are still unable to connect to the hotel wiFi using their check in credentials (Last Name & Room Number).

It's my first experience with VM and I'm extremely happy on how quick you can learn to navigate thru all platforms. VM Learning center really nails it.

Very friendly user, easy to navigate. Great options

Nothing comes to mind. No negative feedback currently