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The reviews highlight significant dissatisfaction with HotelRunner, specifically regarding unethical practices, hidden costs, and poor customer service. Users express frustration over complicated billing processes and a lack of transparency, leading to a negative perception of the company.

HotelRunner pros:

HotelRunner cons:

Unethical practices
Hidden costs
Poor customer service

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Read the latest reviews of HotelRunner:

Unethical Practices and Hidden Costs with HotelRunner

BEWARE… HotelRunner uses hidden costs, shady business tactics, and extortion to steal your money! I initially subscribed to the Basic Plan to explore their system, then upgraded to the HotelRunner Plus Plan, which claimed to offer inclusive features like PMS connectivity and payment methods. However, these were not included. When I asked about the monthly PMS plan, I was told it required a $1,000 upfront annual fee. Due to budget constraints, I needed a monthly option and decided to cancel. They locked me out of the account after I requested cancellation. Despite being locked out, I was charged again. Customer service accused me of not canceling properly, even though it was their actions that prevented it. I was eventually allowed back to cancel but faced extra fees preventing me from doing so. HotelRunner then implied they would refund charges if I continued as a customer—more extortion tactics. As an experienced hotel owner, I find this behavior deceitful and unprofessional. I do not recommend HotelRunner to anyone.

David Caskie - Owner

Jun 2024 Reviewed on HotelMinder

Huge disappointment after 8 years successful partnership

We are working with Hotelrunner from January 2016. Foe many years Hotelrunner was our excellent partner, any issue addressed was answered immediately. Because of something that happened in the last couple of months, to work now with the Hotelrunner is a kind of nightmare. 1. The new security update is forcing us to log out and login endlessly. On one and the same device, the system is logging us forcefully, in the middle of an operation. This is happening like tens of times during the day. We addressed the issue, was advice to share our public IPs, we shared, nothing has changed. 2. Certain promotions, like "GEO" rates stopped working, they are not editable, new ones is not allowed to be created. We addressed the problem, no feedback. 3. The most recent, general issue is that when the potential guest is trying to book, the booking button shows first the best promo rate, but on the second step after the room has been chosen, is reverting to the rack rate. We are not able to find out why this is happening, we are not able to explain it to the clients and they prefer to book another property or to book trough another booking platform. That's the worst thing that can happen to a hotel - to lose clients. We addressed the problem. From the Hottelrunner - scaring silence. We are truly sorry that after so many years, we can be eventually forced to change our connectivity partner. Stanislava Velikova General Manager Blue Marlin Beach Hotel

Blue Marlin Beach Hotel

Jun 2024 Read review on Trustpilot

SCUMMY COMPANY.

DON'T put your credit card info!!! I applied for the free trial they offer. The site was terrible from start to finish. It didn't recognize reservations, It mixed up my calendars. User interface way too complex, and I simply didn't want to continue using it. THEY WON’T REMOVE MY CARD AND STOP CHARGING ME. They are asking for me to do some manual labor for them in order to remove it. 0/10 worst PMS, worst support. Don't get involved with this scummy company.

Viksa

Jun 2024 Read review on Trustpilot

Testimony of Pierre Loti Hotel in Istanbul regarding HotelRunner Review ...

“We have been eagerly anticipating the launch of HotelRunner's AI-based Review Center and are thrilled to now have this innovative solution implemented to enhance our reputation management efforts. As a hotel located in Istanbul's historic old city, we cater to a high volume of international guests and operate in an extremely competitive market. Our reputation is critical to sustaining our business, and the Review Center provides us with valuable time savings thanks to AI-generated replies to online reviews. The Google Translate integration allows us to understand guests from around the globe perfectly. We could not be more satisfied with our partnership with HotelRunner. Their strategic alliances with other travel technology companies have been instrumental to our success. The HotelRunner Engineering Team continues to impress us with its ability to develop cutting-edge yet intuitive products. The Review Center has exceeded our expectations in helping build meaningful connections with our guests through responsive and personalized interactions. This solution is a game-changer for reputation management in the hospitality industry. We are proud to be an early adopter of HotelRunner's innovative technology platforms that keep us positioned at the forefront of travel and guest experience. We are extremely satisfied with the Review Center and our partnership with HotelRunner. They have proven themselves to be an invaluable strategic partner for our hotel. We look forward to continued innovation and mutual success for years to come.“