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Review of Revinate

1
Useful CRM and automation — but support needs work
Group Commercial Director from 200 to 499 room Bed & Breakfast & Inns in Cam Hai Dong (Vietnam)
Verified
6 days ago
Products Reviewed
Guest Survey Software
Hotel CRM & Email Marketing
What do you like most?
We used Revinate for many years. Mainly for CRM and Guest survey. In particular we automated all our email guest communication. We did like the modular functions Revinate offered as well as the customer support some time back.
What do you dislike or think could be improved?
Our main concern is customer support and technical ownership. Over the years, the product itself has generally been useful for CRM, automated guest communication and surveys, but when technical problems occur, the support experience can be slow and reactive. In our experience, escalations often require repeated follow-up from the hotel side and communication between Revinate, the PMS provider and other technology partners is not always managed proactively. We would like to see clearer ownership, faster response times for business-critical issues, more transparent escalation paths and stronger coordination with integration partners. For a hotel CRM, reliability of the PMS connection is essential because marketing automation, guest communication and surveys all depend on accurate and timely data. When that connection is disrupted, we expect a much stronger sense of urgency, regular technical updates and a clear recovery plan. Revinate would benefit greatly from improving its support structure for critical integration issues, with named technical owners, defined response times and more proactive communication with hotel teams.
0.5
Terrible
Ease of Use
4.0/5
Customer Support
1.0/5
ROI
3.0/5
Implementation
4.0/5

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