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Review of Planet

1
Poor communication and unclear support policy
Manager für Controlling und Betriebswirtschaft from 25-49 room Luxury Hotels in Kapelln (Austria)
Verified
2 days ago
Products Reviewed
Property Management Systems
Hotel Management Software
What do you like most?
Protel has good integration capabilities with third-party POS systems and ERP software, making it easier to connect with existing hotel technology infrastructure.
What do you dislike or think could be improved?
Communication with the Sales and IT departments has been disappointing due to slow response times and inconsistent information regarding pricing and support. It is difficult to communicate directly with the responsible departments, and promised callbacks rarely happen. As of 25 June 2026, our last email, sent on 26 May 2026, has still not received a response despite several follow-up phone calls through the Support team. The information provided is often inconsistent or contradictory, making it difficult to plan future decisions. We already pay quarterly for software support and updates, yet we were informed that programmer work related to updates may still be billed separately at €75 per 30 minutes. This creates uncertainty about what is actually included in our support agreement. Clear communication, transparent pricing, and timely responses would significantly improve the overall customer experience.
0.5
Terrible
Ease of Use
2.0/5
Customer Support
2.0/5
ROI
1.0/5
Implementation
1.0/5

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