Hostaway Pros and Cons

There was one tech support woman who helped me a lot but when serous problems occurred that she couldn’t help me with, the senior support techs blew me off. I liked the price synching options but you can get that with dynamic price softwares without integrating your properties to Hostaway. Review collected by and hosted on G2.com.

HostAway’s onboarding specialist rushed the integration process and failed to inform me that I needed to upmark my prices for Airbnb by 15% to account for new fees. I was also misinformed that this adjustment wasn’t necessary for Airbnb. This cost me $1271.44 in financial losses over 3 bookings until I caught it. Their lack of transparency, unprofessional support, and mishandling of key issues was outrageous—such as importing two of my properties into the wrong VRBO account and deleting the original account—caused major disruptions including having to spend close to 20 hours over 3 days on the phone right before Christmas to try to fix it, to no avail. It’s still not resolved and had to recreate a brand new VRBO account for the customer I was a cohost for, losing all previous data for that property. Additionally, their failure to sync my calendar settings correctly during integration extended my availability from 9 months to 23 months, resulting in an unwanted booking, and they never informed me of this error until I got a new booking on the day after Christmas. then after i gave them my written 30 days notice I was told 9 days later that it wasn’t valid until I was fully disconnected. Which per y contract, I signed, it says only that I must give 30 days written notice. ALSO I WAS TOLD THEY DO NOT HAVE A LOCATION IN AUSTRALIA THEREFORE WE HAVE NO WAY TO ENFORCE AUSTRALIAN LAWS ON THEM. - READ THE TERMS CAREFULLY- THEY ARE NOT LIABLE FOR ANYTHING EXEPT GROSS NEGLEGENCE BUT IF THEY DO NOT HAVE AN OFFICE IN THE COUNTRY YOU OPERATE IN, YOU CAN DO NOTHING ABOUT IT. BE VERY CAREFUL!

Their gross negligence, conflicting information and failure to resolve problems caused financial losses, wasted time, and a huge amount of unnecessary stress. It was rife with extreme stress, frustration, and nothing but one problem after the next. The seniors blew me off leaving tech support scrambling to help me with no resolutions to anything that happened. The onboarding specialist rushed me through the process and gave incorrect information leading to financial loss, they refuse to reimburse. the senior tech support were completely unhelpful, brushed me off and even tried to coerce me into staying, by forcing me to disconnect before I could put my 30 days notice but not helping me do it, which I needed. Review collected by and hosted on G2.com.

All on one product. Helps if you have a lot of listings. Review collected by and hosted on G2.com.

Customer support is inconsistent. I was locked out of my account, with no phone number work on and nobody responding helpfully on the support number. This was critical as as a business owner, I could not see what was happening on my account when I had active reservations.

Hostaway also has lots of hidden fees which I wasn't aware of prior to using it initially. Firstly, they take a % of the booking fee for direct bookings (despite calling it a free booking engine). This means we now have to go out of hostaway to handle payments for direct bookings, which really defeats the purpose of using it.

We were also forced to switch to Airbnb's 15% host only fee, which wasn't made clear prior to starting.

We took advantage of lots of extra features such as smart lock integrations, but this is just an additional fee on top of the smart lock subscription fee we already pay to the smart lock provider. This seems unreasonable.

So, in summary, I would say the product has been helpful in scaling listings, however, we are now looking elsewhere. I recommend comparing the actual running costs of this software with other providers, and agreeing an SLA where it is not possible to be locked out of your account Review collected by and hosted on G2.com.

I had an excellent onboarding experience with Alma Gutierrez. Customer support has been very easy to contact and has been able to answer my questions and provide guidance and support as needed. The software itself does everything I'd want it to, plus much more, and I've been able to take my property management to a higher level. I'd highly recommend Hostaway to others as their property mgmt. solution. I use it for medium-term rentals, as all of my properties are a 1-month minimum stay (due to city regulations where I am). Review collected by and hosted on G2.com.

Given how many features and capabilities there are in the software, there's a little bit of a learning curve. However, the software itself is very intuitive, so with a littel patience, you can figure everything out yourself. Or, if you're not patient, that's okay because their customer service has been exceptional and they can help you with any issues or questions you have. Review collected by and hosted on G2.com.

the onboarding was so much easier than it was in other PMS', and in my other PMS' they always warm about changing due to how hard the onboarding process is but this was very easy and very helpful. Also, all my issues that I had with hostfully have now fully been taken care of. The financial reporting is also really great to use, and the customer support they have really helps take care of any questions you might have. I have had to call several times and they pick up right away. Review collected by and hosted on G2.com.

It lacks a daily/weekly logistics board where I can see at a glance all of the check ins happening that day, the work around is doing a filer in the reservations tab, which works but it is one filter for check ins that day, and one other filter for check outs that day. And it also lacks a user log, where I can see what my team and other users have done that day. Knowing who did what, i mean. Review collected by and hosted on G2.com.

Hostaway is the best solution that I have used so far, and I have tried many. It work flawlessly, integrates well with many other platforms and the best is the public API where you can build your own solutions.

The set of features and automations is great and leaves almost nothing to wish for.

The customer support is very responsive and helpful and there are no long queues when calling them. Review collected by and hosted on G2.com.

If there was something to improve, I would love to see more payment gateway integrations or a custome API to integrate my own payment gateway. In my region, I cannot get a stripe account and need to work with local payment gateway providers. Review collected by and hosted on G2.com.

Hostaway is an excellent software product and very easy to use and learn. It does everything I need it to do and more. I am especially impressed with their innovation and consistent new features that are offered. Additionally , the have great materials and documentaton of all their features and great training webinars that help you use their product to it's potential and help you manage your business. .Finally - their support staff really go over and above to help you when needed. Support will make ot break a company and hostaway support is top notch. Review collected by and hosted on G2.com.

There isn't anything I found that I don't like. Review collected by and hosted on G2.com.

We own a vacation rental company with 30 properties and we knew we needed help. We searched around and researched many companies-we decided on Hostaway as our choice.

Honestly, the experience at first was a little challenging because we were matched with an onboarding specialist who was not a good fit for us. It happens sometimes.

We sent in an email with our concerns and the next day, our email was answered by management and immediately we were matched with a different onboarding specialist, Mateo Famoso. We knew immediately we had the right fit, Mateo was beyond patient with our many questions and he explained components of the Hostaway onboarding process indepth.

We had multiple sessions with Mateo and let me tell you, those onboarding sessions are life savers. There is a lot to learn with the process of onboarding vacation rental platforms. The best way to explain it is we knew we could now succeed, we felt comfortable and confident with our learning curve because of Mateo.

The Hostaway platform is extensive and comprehensive, we are so grateful we found Hostaway (and Mateo), we still have a lot to learn with the Hostaway platform, but we know help at Hostaway are just an email or phone call way.

Kudos to management for quickly addressing our initials concerns and huge kudos to Mateo for taking us to the goal line. We know we have a winning team with Hostaway as our partner! Review collected by and hosted on G2.com.

There is a lot to learn on the platform, but it's many features are amazing. Sometimes it is difficult to be patient, but we know once we understand all features-we will be on our way to vacation rental management success! Review collected by and hosted on G2.com.

We actually lost functionalitya nd gained nothing. I cannot say anything positive about them. Review collected by and hosted on G2.com.

1. No ACH option. 2. Finland based and not US friendly for banks in the US. 3. No way to determine which co-owner is responding to guests. Only allows one profile foto. This is misleading to our guests. 4. Set up was very time consuming. We had to re-set up all our auto responses. Review collected by and hosted on G2.com.

I have only been using them for a short time but I like their onboarding and customer support. Review collected by and hosted on G2.com.

I am still confused about a situation I have switching from an old Airbnb account to a new Airbnb account. I don't want to pay for several accounts and hope that I can get this resolved soon. I just need a clearer path. Review collected by and hosted on G2.com.

That is saves me SO much time by automating the short term rental managing process Review collected by and hosted on G2.com.

The least helpful thing is just that I cant get in more onboarding sessions sooner as his calendar is really booked up however its worth the wait as he does teach me so much. Review collected by and hosted on G2.com.