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Review of Aven Hospitality

3
Fine
Brand Services from 50-74 room Branded Hotels in Erie (United States)
Verified
3 days ago
Products Reviewed
Channel Managers
Booking Engine
What do you like most?
The booking engine is simple enough to handle and the layout is clean for the guests who are looking to book. Like the overall experience of a Central Reservation System and not needing to go to each individual plaform to upload rates and obtain reservation information. Saves much manual work and helps ensure rate parity through all channels. Also like the ease this provides with closing out inventory. Market manager will hold our best interest in mind.
What do you dislike or think could be improved?
Cutomer service overall is an issue and it is frustrating with general support tells you to reach out to your account manager, but then they tell you to reach out to support. Or take two weeks (*minimum). Had a solid team that then went and was torn apart so now I'm starting over with peopel who don't know my brand and product.Also frustrating that given the number of hotels we build with you in the CRS there is not a more solid shell for you to copy so we don't always have to apply the same information over and over (and yes I have chain settings in place, but still have to add countless items again, especially with a new team). The various platforms is also somewhat frustrating - it is nicer to have one central login and site to access rather than multiple for various platforms - understand this can be a little challenging with all the system can potentially do. I also understand the customer support teams are thin and the market manager might be pulled in various directions, however being directed to a document in the help center is not helpful. I know not everyone is like me, but if I reach out to my market manager it is because it is something I cannot resolve on my own or have already gone through support but they were unable to help or were not understanding my needs. We also tried Property Hub for a short period and it left much to be desired compared to other Property Management Systems which then lead to us looking at other options - the pros to the system did not outweigh the cons.
1.5
Terrible
Ease of Use
3.0/5
Customer Support
2.0/5
ROI
2.0/5
Implementation
2.0/5

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