Hostaway – Vacation Rental PMS

I am very impressed with Hostaway’s customer service and onboarding process. Whether I send an email at 8am or 2am there is a response in less than 5 hours. Billy Joe has answered most of my questions. They seriously do not stop answering questions until my issue was resolved and there’s always a follow up to make sure the issue is resolved. Hostaway loons complicated but my onboarding specialist Jane B made it a breeze. She had an answer for every question I had, and was very patient and fully explained all the key functions than any host on a OTA platform would need. If you are running 3 or more properties I highly recommend you give Hostaway a try. The high quality customer service is worth it. All of them speak very good English and very knowledgeable about the platform rather than reading off of some script.

I have 5 properties and am about to add 5 more, and I needed a better software solution for my listing management, communications, calendar, and vendor mgmt. I’m listed on 5 different channels, plus Zillow and Furnished Finder. I trialed several different tech options and, in my opinion, Hostaway was the best option. They came in like $10 higher per month than my 2nd closest option, but their customer support was SIGNIFICANTLY better than the 2nd option. If you have any problems whatsoever, which you will because that’s the nature of this business, they pick up the phone 24/7 and ALL of their customer service reps speak excellent English, are all knowledgeable of the software and its capabilities, and have known how to answer all of my questions ASAP. Also, because of how easy their tech and OTA integrations are, I’m now on 4 additional channels that I wasn’t on previously and have already seen an increase in occupancy because of this. Given that I value my time and freedom more than $10-20 per month per listing, Hostaway has been a complete no-brainer for me. Wish I had found it earlier, and wish I had started integrating all my listings and technology into Hostaway when I only had one property. Worth every penny. Highly recommend to you, whether you have 30 properties or 1.

I had high hopes for Hostaway. The entire point of signing up with them was to build my direct booking business. I had numerous people try to book directly and the site malfunctioned everytime when they put a credit card in. I reached out to Hostaway for support. In the beginning support was great and I received a response right away with actual help. But with these errors, it took over 5 days to get a response everytime I sent an email. I lost $1000s of reservations due to this as people said they ended up booking something else. After weeks of Hostaway telling me they were looking into it and taking my issue seriously, they still couldn’t tell me what the issue was or that it was being fixed. Eventually I was losing too much money on lost reservations for it to make sense to keep using them. To add insult to injury, during the process of me trying to cancel my membership, they took so long to respond and actually cancel my account that I was charged an additional $370 for a new month. They also don’t allow you to cancel your account online. You request it and then, you guessed it, you have to wait for someone to call you to try to keep you on. But no one ever actually called me and they refused to refund any money even though their product doesn’t work and they have zero support. RUNNNNNN