Hostaway

We've had Hostaway for a year now and I can honestly say that it was the best decision ever to use them as our Channel Manager. We looked at other platforms and Hostaway gave us everything we needed, including live Onboarding, a booking channel and a good app to use.This week, I wanted to add an another listing from VRBO to Hostaway. Airbnb's integration was easy, as always, whereas VRBO was tough, as always. An email sent to Hostaway's Technical Support Team was answered in less than two hours. Krish helped me get through it, and I know she spent a few hours trying to figure out the problem and calling with VRBO. Ultimately, she was able to help me and gave me screenshots of what I needed to click on to fix the problem.I have hosted for over thirteen years and didn't know what a Channel Manager was until last year, when it became too overwhelming to respond to different websites. Hostaway has made it easier for me to Host and I will never look back!

they don't know how to do markup and VRBO integration doesn't work. Lost >$50,000. They are cheaper than the alternative but now I understand why.NEVER coming back.

Prompt responses from support.

Warren Figueroa made onboarding with Hostaway effortless. He walked me through every step, answered questions instantly, and proactively suggested optimizations that saved me time. His expertise and responsiveness turned what could’ve been a weeks-long process into a seamless launch—I highly recommend him!

Shorter wait times to speak to tech support would be a plus. I waited about 20 minutes. But once I was connected with my tech, Marie, it was worth the wait! She was amazing, helpful, patient, knowledgeable, friendly and professional.

Ryan was super fast at getting back to me with my issue, I’m very satisfied with the support I received!

Ryan was very helpful. He communicated well & got the job done quickly.

I am no longer able to log into my Hostaway account. When I try to log in, it directs me to look in my email account for an email from Hostaway with a code. I never received this email. I've been on the phone and discussed this with their tech support over email and they cannot seem to fix this. This has been ongoing for over a month now. Oh yeah and they also decided to raise the monthly price for my one listing by $25 per month. I am now paying $150/month for a service I am unable to use because I am unable to log in.

While I cannot speak much to the software I will say that I was very frustrated with the support I received when I had an issue (technical issue related to attaching multiple PMS accounts to an Airbnb profile). This was a specific need I had that I made very clear in the sales call and was promised would be meet. Once I got to onboarding it became clear the software was limited in that way. Fine, it’s not the right PMS for me. The greater frustration is that they made it difficult to cancel my 1 year contract and then refused to refund me my initial payment though I was never able to use the service as promised. Guesty on the other hand was able to solve my technical need. And better yet promised to refund me fully if I was not completely satisfied with their service when signing up.

Amazing support on the phone. We changed from another PMS and haven’t looked back since!

Karl took the time to make sure my issue was resolved before he left the call. He let me know that I didn't need to rush and that he would make sure my vanishing page was restored.

Was misled on the subscription term - joined introductory/demo calls interested in the monthly basis but was sent a contract on an annual subscription that was presented in a misleading way, because the term still shows as a monthly payment term. Trying to cancel right now and going back and forth with a separate ‘customer success’ team member who won’t terminate my account. Tried to call their marketed 247 support and can’t get through to anyone despite being on hold.

Easy to use and Ace made sure multiple times to ask if I understood and if I had any questions or wanted to go over something again

Very good supportNada Zekraoui was very helpful to us when we had an issue and it was resolved not even 24 hours later.Thank you

Warren Figueroa was a great help!

Warren Figueroa is very helpful and patient.

⭐️⭐️⭐️⭐️⭐️Excellent customer service! The support team was prompt, professional, and incredibly helpful in guiding me through adding a pet fee. It’s rare to find support this attentive and clear. Huge thanks to the Capterra team for making the process so smooth!

Avoid Hostaway – Unfair Billing Practices and Poor SupportI’ve been using Hostaway for a while, but my recent experience has been incredibly disappointing. I contacted them back in April to reduce my listings from a large number down to just 5. Despite having clear written proof of this request, they failed to take action and continued charging me for the full number of listings for two additional months.Now, they’re telling me I need to pay June’s invoice (at the inflated rate) before they’ll reduce the listings—even though I made the change request months ago. To make matters worse, they’ve locked me out of my account, seemingly to force payment for services I never used.I’ve submitted a formal complaint, but at this point, I’ll be moving on to another platform. This kind of behavior—ignoring clear communications, continuing to charge unfairly, and restricting access—is completely unacceptable.AVOID AVOID AVOID.

Very thorough and helpful. alma gutierrez resolved any question I had quick.

Joyce was a GREAT support, providing really helpful guided onboarding training. 100% recommend the Hostaway onboarding supported experience.