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Review of RoomRaccoon

1
Good start, but support and problem solving fell short
Proprietario from 25-49 room City Center Hotels in Bologna (Italy)
Verified
3 days ago
Products Reviewed
Property Management Systems
Hotel Management Software
What do you like most?
Absolutely avoidable. I chose this management system because they contacted me right when I was looking for hotel software. I started in May 2026, and given the way one of their experts guided me from A to Z, I was very happy and confident I'd made the right choice. After a few weeks, the guy who had helped me and explained everything despite my 1,000 questions at the beginning (Gianpiero Solarino) informed me that for certain reasons he would no longer be able to assist me as he would no longer work for this company. He was very kind and I was very sorry, but at the same time I was still satisfied with the management system and all the work he had done at the start. Then came the problems: incorrect guest communications (you have to do the work yourself because the system shows errors), documents not being sent to ISTAT due to configuration errors, prices on OTAs not matching those in the management system. Here comes the most disappointing moment: no support. I opened a ticket at the end of May and received a response in August, despite the fact that they hadn't resolved the issue; they closed the ticket. I opened other tickets to try to resolve the issues with this management software as quickly as possible, which I've already paid for in full, and I haven't received a response. In short, if you decide to purchase this management software, pay now and make do. They don't care about the quality of the service/product they sell; they only care about selling to more people. I thought that by choosing them, despite the fact that there are cheaper management software on the market, I'd also get better service. I've learned that doesn't always work that way.
What do you dislike or think could be improved?
Support, problem solving, transparency. They need to focus a little more on service than on sales, otherwise it's a useless management system.
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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