Sorry, this functionality is only available for verified hoteliers

The project dashboard is a free tool that is only available to verified hoteliers to make adopting new technology easier by streamlining their research and simplifying their communication workflow.

Review of Visual Matrix PMS

9
User friendly PMS
General Manager from 75-99 room Bed & Breakfast & Inns in SanMateo (United States)
Verified
9 months ago
Products Reviewed
Hotel Management Software
What do you like most?
Visual Matrix is overall a user friendly property management system. According to many of our front desk agents, compared to other PMS systems in the industry, Visual Matrix is a breeze. New employees can pick up the system in a weeks time. I would also say that their customer service has really improved in the last year. Now there is virtually no wait time to chat with an agent, no matter the time of day / night. And all of the agents are always very helpful and friendly. I often chat with them to ask questions, both small and big, and always am satisfied with the results. The customer support message board is also a great feature. You can read past questions/answers from other properties and often times find the answer to many common and not so common questions.
What do you dislike or think could be improved?
I found their MOP feature to be confusing and hard to set up. The concept is great as our hotel would love to have the ability to update clean rooms, lost & found, maintenance requests, deep cleaning, etc in real time. We tried it out about a year ago but the onboarding process was overwhelming and the support was limited. So we decided not to proceed with the add on service. It is possible that they have made improvements since then. Our property recently had a few times where with the night audit daily reports was incorrect, but Visual Matrix was able to quickly correct it. Our credit card batches also often do not settle which has created billing issues that could have been avoided. We have yet to get a direct answer as to why this continues to happen. Lastly, we have had communication problems with our credit card pin pads and Visual Matrix. When a guest swipes their credit card, many times we see an OE error message on our end, but the guests card does in fact get charged. This has created a lot of confusion and billing issues, as well as many, many calls to our credit card processor. Our guests of course do not want to feel like they are being double charged.
4.5
Excellent
Ease of Use
4.0/5
Customer Support
4.0/5
ROI
4.0/5
Implementation
3.0/5
Johnny M. from Visual Matrix PMS replied
Hi Tara, thanks for leaving a review for Visual Matrix. We strive to provide an easy-to-use to use system along with best-in-class customer service. We appreciate your candid feedback and are always exploring new ways to enhance our products and features. A member from our team will be reaching out shortly to speak with you.

Get Your Free AI Analyst Report

Custom recommendations tailored to your property

Ghostel icon
Trusted by
footer image 1 footer image 2 footer image 3 footer image 4 footer image 5 footer image 6 footer image 7

Let´s lookup your hotel information