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Review of Planet

1
Massive loss of quality after the takeover: poor support, opaque billing, and no further development.
Touristikkaufmann from 50-74 room Bed & Breakfast & Inns in Flachau (Austria)
Verified
5 months ago
Products Reviewed
Property Management Systems
Booking Engine
What do you like most?
We used protel hotel software on-premise for over 25 years. Since the acquisition by Planet, the situation has deteriorated significantly. Customer support is practically non-existent – ​​inquiries go unanswered or are processed only after a considerable delay.
What do you dislike or think could be improved?
The on-premise version of the software is no longer being developed, yet existing prices and contracts were unilaterally changed. Innovation and added value are nowhere to be found. Particularly frustrating: even after timely cancellation, software fees continued to be debited – without our knowledge or consent. While we were subsequently issued a credit note, we were simultaneously expected to pay interest for the returned direct debit, even though the debit was unauthorized. This practice is completely incomprehensible and unethical. Overall, this is very poor PMS software, and we also cannot recommend protel Air/OnAir. It is definitely not a good choice for hotels that rely on dependable support and transparent contract terms. We have since switched to another provider from Austria – there we experience excellent customer service, clear communication, and modern software. In hindsight, we should have made this move much sooner.
0.5
Terrible
Ease of Use
1.0/5
Customer Support
1.0/5
ROI
1.0/5
Implementation
1.0/5

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