Review of SkyTouch Technology

0
The bugs are multiplying and the fixes are...not
Operations from 10 to 24 room Boutiques in Vilano Beach (United States of America)
Verified
12 months ago
What do you like most?
The customer service team is responsive and usually knowledgeable. They don't fix any bugs, but they help with How-To and workarounds pretty well. You have the option to leave a phone number rather than waiting on hold, and they do actually call back. Even though their 'SkyTouch University' is a joke, with questions not just being unhelpful but often actually incorrect, you can at least call in and the agents can teach you the steps to accomplish your task. They are very useful for procedures that you do too rarely to recall...for example transferring payment from one reservation to a different one. Sadly there are so many bugs in the program these days that they can no longer even give out estimated times until there is a fix. Some 'known issues' have been around for years, even important ones such as have the total estimated cost of a stay actually be the TOTAL - including fees rather than just taxes, to give guests PRIOR to making a reservation. As is, SkyTouch will only calculate that number once a reservation is already made, so you literally have to pull up a calculator to answer guests question about the full costs. It seems like such a long standing company as SkyTouch is, they should be able to prioritize successfully fixing their program.
What do you dislike or think could be improved?
There are *known issues* that have been around for years and not fixed, and the number of them increases each year. You have to call customer service to have them teach you 'work-arounds', although it's gotten to the point where some issues don't have workarounds at all. Each major update these days seems to add one new feature and break five old ones. They need to be willing and/or able to revert to a prior build if a new update breaks too many things (like 50% of reports for example). Instead they spend hours trying to find alternate reports to accomplish what the broken ones used to do. If it worked before, and now it doesn't...revert back to a version that worked, and rewrite your 'update' so that it doesn't break things.
0.0
Terrible
Ease of Use
2.0/5
Customer Support
4.0/5
ROI
1.0/5
Implementation
2.0/5
[email protected] . from SkyTouch Technology replied
Thank your positive feedback on customer support. We are sorry to hear about your frustration with product updates. We would love the opportunity to connect with you via phone to discuss your concerns in more detail. Please reach out to [email protected] to set up a call.