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Review of HolidayHero

10
From four systems to one connected Guest Experience
Managing Director from 500+ room Bed & Breakfast & Inns in Amsterdam (Netherlands)
Verified
21 days ago
Products Reviewed
Hotel Guest Apps
What do you like most?
Hans Brinker is an independent hostel in Amsterdam with 570 beds, more than 145,000 guests per year. Our operation moves fast. Before HolidayHero, we were using four different systems for guest communication, registration, guest engagement. This often created gaps between platforms, causing communication touchpoints, or even entire systems, to be overlooked in day to day operations. That fragmentation was costing us time, efficiency, reach. We chose HolidayHero to bring everything together into one platform, the implementation was completed in less than a week. That was important to us, as you do not want to lose momentum on a lengthy implementation process. What we appreciate most is how the platform has transformed our guest communication around arrival, the way we handle guest inquiries. Automated touchpoints across email, OTAs, WhatsApp, SMS are now sent at the right moments from one centralized inbox. Our pre arrival open rate is now 160%, which has contributed to higher overall guest satisfaction. In addition, AI now handles 100% of our inbound guest chats, around 6,000 per month, with instant responses at any time of day. Where guests previously had to wait up to 1.5 hours for a reply during the night, they now receive immediate assistance. This allows our team to focus on the personal interactions that matter most. We have also seen clear commercial results. We have sent more than 2,500 automated review requests, which generated over 1,100 additional Google reviews, a 25% increase. As a result, our Google rating has improved from 3.8 to 3.9. Furthermore, all guest interactions are consolidated into a single data layer. This finally gives us the visibility we need to segment audiences, run targeted campaigns, make informed decisions about where to invest our marketing efforts, budgets. For an independent operator that needs software capable of keeping pace with its business, HolidayHero has proven to be the right choice.
What do you dislike or think could be improved?
The reporting capabilities are strong, provide valuable insights into guest behavior, communication performance. One area for improvement would be making it easier, more flexible to export data directly from the dashboard. This would make it even simpler to conduct deeper analyses, combine data with other systems, create internal reports more efficiently.
5.0
Excellent
Ease of Use
5.0/5
Customer Support
5.0/5
ROI
5.0/5
Implementation
5.0/5

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