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User review of Oracle Hospitality

Decent Product, Horrible Customer Support

- by Anonymous Reviewer

USER SATISFACTION

RECOMMENDATION
1 out of 7
Never
COST EFFICENCY
4out of 7
Acceptable
OVERALL IMPRESSION
2out of 5
mediocre
EASE OF USE
3out of 5
ok
CUSTOMER SUPPORT
1out of 5
very poor

PROS & CONS

What are the best aspects of this product?

The product itself serves its purpose. It is not the most intuitive PMS but it certainly has quite a bit of customizability.

What aspects are problematic or could work better?

The customer service experience in their Latin American Department is among the worst we have experienced. The sales representatives are rude, misleading, and will try to take advantage of you any chance they get. They rely on subcontracted service technicians to provide customer service, distancing themselves from any mistakes they make. If errors due arise, rest assured that the Oracle reps will be the first to know how much they will cost to fix.

What features/services would you like to see in future versions of this product?

Better support for the Latin American region

What specific problems in your company were solved by this product?

The problem of efficiently managing reservations and occupancy.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I use it myself

How long have you been using this product?

3-5 years

COMPANY DETAILS

What is your company size?

51-100 Employees

What is your industry?

Hospitality

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

Yes

What software did you use before?

Fidelios

Why did you decide to change it?

To update to the most modern software

Are you satisfied with the change?

No opinion

How did your company implement this product?

on premise

How long did it take to set up this product?

less than 1 month

How many people in your company actively use this product?

several employees

What is the primary use of this product in your company?

mostly B2C

EFFECT ON BUSINESS GOALS:

How did using this product affect your business goals?

  • It provides us real-time business controls
  • It reduces double or over-bookings
  • It enables us to manage guest reservations
  • It helps to boost our productivity and sales

PRICING & COSTS

What was the cost of implementing this product?

15,000

What is your total annual cost for using this product?

5,000

FEATURE DETAILS

Main Features

User management
3
ok
Rates management
2
mediocre
Reservations management
3
ok
Online bookings
2
mediocre
Check-in and check-out
3
ok
Supplementary hotel services
1
very poor
Conference booking and management
3
ok
Financial and business reports
4
very good
Housekeeping management
4
very good
Hotel administration
4
very good
Accounting
2
mediocre
Guest experience management
2
mediocre
Integration with online travel agencies
1
very poor
Payment processing
4
very good
Reviews management
1
very poor
Wearable integration
1
very poor