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The reviews generally express dissatisfaction with HotelRunner, citing issues with customer support, hidden costs, and operational glitches. Many users experience significant frustrations due to system errors that adversely affect bookings and revenue. However, a handful of positive reviews highlight the software's ease of use, effective integration with booking platforms, and responsive customer service.

HotelRunner pros:

Easy to use
Good integration with booking platforms
Quick customer support

HotelRunner cons:

Hidden costs
Slow and ineffective customer service
Operational glitches causing booking issues

HotelRunner is most suited for:

Small to medium-sized hotels
B&Bs
Independent hotel operators

Read the latest reviews of HotelRunner:

No emails

No emails, seven minute ripoff. Never book with any booking sites!!

No Name

May 2025 Reviewed on Trustpilot

Avoid Hotel Runner – A Costly Mistake with Terrible Support

Avoid Hotel Runner – A Costly Mistake with Terrible SupportI regret ever signing up with Hotel Runner. While I understood that onboarding my hotel onto such a large platform would take some time, I did not expect their default settings to completely cripple my business. Upon setup, they automatically set my minimum night stay to 999 nights, which meant my hotel was effectively blocked from receiving any bookings across all connected platforms for an entire month before I realized the issue.Their customer support is painfully slow and unhelpful. When I reached out to fix this issue, they either took forever to respond or sent me links that had nothing to do with my problem. One of the reasons I joined was the promise of a functional website, but what I got was laughable at best—hardly usable and far from the professional solution they advertise.To make matters worse, now that I want to leave, they are demanding two months’ worth of payments just to remove my hotel from their system, this is part of the terms but I feel I didn't get the service they promised either. If I refuse, they claim they will continue taking a percentage of all future bookings, which is outrageous.Hotel Runner has been an expensive, frustrating mistake. If you value your business, stay far away.

Treetop Bungalows

Mar 2025 Reviewed on Trustpilot

Absolutely horrendous experience with Hotel Runner

I tried the 3 month trial via my Wix website, all seemed ok, a message was sent from HR giving a figure in dollars for subscription, i enquired about the price in pounds and for a copy of the terms and conditions, they stated they couldnt tell me and to enquire with Wix, it wasnt clear how to do that and being busy i left it....HR then pressed the 'Destroy' button, at least that is how it felt.... my website calender was linked to my AirBnB account, they changed so many settings and i only found out bit by bit, once i realised i had problems i had a random look at dates on the AirBnB calendar and found various minimum night settings, instead of the one night i had set up, they went from 7 nights, 22 night, to various figures and 365 nights and this clinched it that it was vindictive when i saw 999 minimum nights! they lost me a lot of money and caused so much stress, but i was shocked at the damage they caused

A Porter

Mar 2025 Reviewed on Trustpilot

Don't use this company is a rob and…

Don't use this company is a rob and scam. They rob me of one hundred euros and they damage all the settings of my platform. I have double bookings.

Catalina Jaramillo

Mar 2025 Reviewed on Trustpilot

Since I use Hotelrunner

Since I use Hotelrunner, it becomes easier for me to track hotel sales reservations. Thank you.Best Regards, Umut Türkyılmaz

Umut Türkyılmaz

Aug 2024 Reviewed on Trustpilot

Time

The most important issue in business partnership is integration. It is highly integrated with all online agency channels, prices and descriptions. It provides a seamless flow.

Ahmet Uysal

Aug 2024 Reviewed on Trustpilot

Hotelrunner's software interface is…very simple and very easy to use.

Hotelrunner's software interface is great, it is very simple to use and I can access all the data I want. Whenever there is a problem, someone from the team solves my problem quickly. Even outside working hours, Özgür bey is always helpful, I would like to thank him also. I highly recommend Hotelrunner to everyone around me because it really makes my job so much easier.

Yusuf

Aug 2024 Reviewed on Trustpilot

Whole the process was truly easy and…

Whole the process was truly easy and fast. After using their products, we started receiving more bookings and publish our hotel in many new travel agencies as well. Thanks to the team's efforts and experties, everything went well.

Gönlüferah Hotel

Aug 2024 Reviewed on Trustpilot

Customer support is quick and friendly

Customer support is quick and friendly. It's possible to reach via chat, phone or e-mail. I work with them since 4 years i guess and it's a fruitful experiece to me.

Ertem Apart

Aug 2024 Reviewed on Trustpilot

BEWARE… HotelRunner uses hidden costs, shady business tactics, and ...

I looked at HotelRunner as a possible operations system for my hotel. I started out with the Basic Plan so I could examine the program, I then signed up for the HotelRunner Plus Plan which markets itself as a budget-friendly all-inclusive plan, which it said, and I quote “Property Management Systems (PMS) connectivity and payment methods integrations are included in your plan”. Which, I found out, after, I signed up for the monthly payment… They are not! So what was I paying extra for with the HotelRunner Plus Plan? I still don’t know!With this new knowledge in hand, I inquired into what the monthly plan for the PMS would be. At that point, I was told it was not a monthly plan but a yearly payment of close to a $1000 US upfront. I told the salesperson that I needed a monthly plan due to this new hotels budgetary constraints and if they didn’t provide that type of service then I would have to discontinue their system, at which point I told them I wanted to cancel my subscription! I was then locked out of my account!I emailed them stating that I had still paid for a month, so why was I locked out… I didn’t hear anything back, which I took as a sign that my subscription had been canceled!A month later I got a charge on my credit card… it was a subscription fee from HotelRunner. I emailed customer service and basically got accused of not canceling properly, to which I told them that it was they who locked me out of the system! They didn’t care! They did eventually let me back into the system so I could cancel the subscription ‘properly", but the system wont let me cancel because now they’ve added extra fees and commissions to the account! We are now in a circular argument where, despite my explanations, they insisted that I have to pay the extra fees and continuing subscription fees and won’t let me cancel the subscription until the are paid. And I refuse to be extorted for charges that wouldn’t have been there if they hadn't locked me out of the system in the first place! After a month of back and forth emails, they now seem to imply that they would refund the charges, but only if I continued as a customer! Again extortion tactics...It is an absolutely horrific way for a company to treat customers or potential customers! I think people should know just how deceitful and unprofessional this company has been! This is my third hotel, for which I have used other operations systems, HotelRunner looked like a good budget-friendly solution for our new hotel, however, I will not use any product, or service with this kind of unethical operational practice! You shouldn't either…

David Caskie

Jul 2024 Reviewed on Trustpilot

The app that makes life easier …

The app that makes life easier I used to work with several agencies in my hotel because I managed them individually, but since I met Hotelrunner, my number of agencies has increased and its management has become easier. Now I manage all my bookings from Hotelrunner dashboard. It is a great convenience to manage my reservation details, room quotas and prices from a single page. When I am outside the hotel, I can easily close my room for sale and process my new reservation in the system thanks to Hotelrunner mobile application. I can easily recommend it to everyone around me.

Mekan Apart Otel

Jul 2024 Reviewed on Trustpilot

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

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 Reviewed on Trustpilot

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 ManagerBlue Marlin Beach Hotel

Blue Marlin Beach Hotel - General Manager

Jun 2024 Reviewed 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.“