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Review of Monscierge

0
Buyer Beware. Hospitality TV does not actually offer TV services.
General Manager from 5 to 9 room Bed & Breakfast & Inns in Port Angeles (United States)
Verified
3 years ago
Products Reviewed
Hospitality TV
What do you like most?
I like the idea of it as there's definitely a HUGE gap in the market for a streaming box that works for small hotels and allows us to provide some streaming services as part of the entertainment package, but also allow a guest to use their own streaming services if we don't provide access to it--without sharing guest data with other guests and without requiring hotel labor to maintain it.
What do you dislike or think could be improved?
In short, this service does NOT actually allow you to offer streaming TV services to your guests. The sales people don't know that apparently, as they tell you during the sales process that it does. What it does is provide a platform for guests to use their own streaming services (and a bunch of apps to use the TV as a digital guestbook), but not for the hotel to offer any entertainment to guests without requiring either: 1) a lot of additional labor hours for staff to log in to the streaming services you provide after every guest checkout (so, not automated at all). OR 2) you post your streaming subscription login information publicly for all of your guests to see (and maybe use on their devices if they want to steal your subscriptions?) and the guests can log in to those services themselves. This was not explained prior to buying from them--even though I specifically asked several times and was told that it would. Then when I tried to cancel (two days after purchase when the onboarding trainer explained that it cannot do what was said by the salesperson) BECAUSE THE SERVICE DOES NOT DO WHAT I WAS PROMISED during the sales process, it's now turned into an entire ordeal with threats of legal action and "internal investigations" while they figure out how to keep my money, apparently. I can understand if the salesperson was misinformed and it was accidental, but once the CFO and VP of Sales are involved and they're refusing to process a cancellation and refund while they "investigate" with no clear timeline or action for resolution, I have to question whether the company is intentionally misleading hoteliers during the sales process--as some other reviewers have pointed out this same thing happened to them. So, yeah, the old adage "BUYER BEWARE" definitely applies with this company. Use extreme caution before giving them any money.
0.0
Terrible
Ease of Use
4.0/5
Customer Support
1.0/5
ROI
2.0/5
Implementation
1.0/5
Andy H. from Monscierge replied
This client signed up for service after a lengthy demo and sales overview. After an onboarding they changed course and wanted features which are not part of the platform (and not part of any platform). Within hours they immediately jumped into wanting a refund and threatening legal action and did not grant us the ability or time to look into concerns. We're always more than happy to work through issues, answer questions, and make properties that care about guest experience even more successful.

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