User Friendly

Pros

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.

Cons

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.

Easy To Use Software - Great Customer Service!

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!

Pros

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!

Cons

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).

Not the easiest to use

It's a tool. It helps get the job done, but it could be more user friendly.

Pros

I like the fact it helps me do my job. Some of the functions are pretty straightforward and easy to use.

Cons

Not really all that user friendly. You can't really go back and look at something in the middle of a problem, like a price or anything like that, without going through a million other steps. It would be a lot easier if you could pull the originally window up to look at details rather than having to process something. I see that "balance needs to be 0 before you can exit this screen" a lot!

A year into VM Cloud

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.

Pros

Accessibility, love being able it from anywhere.

Cons

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 Competent Product

The messaging and profile features have been very helpful for improving our team communication and quality of service for our guests.

Pros

Visual Matrix is easy to learn with the video training provided. Training new staff members is a simple process. I have implemented this property management software at two properties now and our teams adapted quickly. Technical support is friendly and easy to contact.

Cons

Revenue management tools are not efficient when not a member of Best Western. having worked with Best Western and independent properties; there is a missed opportunity for independent properties to manage their rates and make the most of the tools provided.