# Page 28 | Hostaway Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 28 - Is Hostaway the right Property Management solution for you? Explore 1524 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/152433/Hostaway/reviews

---

Hostaway

4.8 (1524)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

* * *

Last updated March 13th, 2026

# Page 28 - Reviews of Hostaway

## Showing most helpful reviews

Showing 676-700 of 1524 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

TJ

Taya J.  
Corporate Admin  
Hospitality  
Used the software for: Less than 6 months

### "Smooth Transition"

May 1, 2024

5.0

Pros

Mateo is my onboarding expert, and he is fantastic. I love that Hostaway is a central hub for all of the booking platforms. Changing rates is extremely easy compared to other platforms.

Cons

The onboarding process is lengthy. I do wish that the meetings could be longer so that setup could be done in 1-3 days, rather than spread out over weeks.

Switched from

[Evolve](https://www.capterra.com/p/173996/Evolve-Authoring/)

Could not easily change rates. Not as user friendly. Does not have integration features.

Review Source

DG

Dalius G.  
Director  
Commercial Real Estate  
Used the software for: 6-12 months

### "I used Hostaway for around 8 months now, im quiting..."

February 26, 2024

2.0

Its good untill you start fact checking the data and incorrections and try contacting the support.

Pros

Supports a few diffrent softwares API's, but most of the other channel managers now do too..

Cons

The company policies are terrible, and there is a significant amount of bugs. The support team often blames the user, but in my case, it was always the system's fault. I had to spend an enormous amount of time providing step-by-step instructions on how things happened, and even then, I was assumed to be at fault. They overcharged for the service by almost 2x. Luckily, I noticed it after a couple of months. However, the worst part was that I almost had to beg them and prove multiple times there was an overcharge just for them to realize they had charged double the service price multiple times. The same happened multiple times with their finance service. I undercharged my customers multiple times, losing a ton of money. The worst part was that the same issue occurred twice, and both times they did not even bother to look into their system. I had to spend about 5 hours on emails and video calls just for them to fix it. They also do not follow through on what they promise. After the first finance issue, I asked their support to agree to compensation if it was not my mistake; they would compensate for the error. In response, after the issue was finally addressed and proven to indeed be a system error, they sent a nonsensical ChatGPT answer back. I am extremely disappointed and very unhappy with the service. It was my most stressful 8 months out of all other services I have used in my 5 years of hosting using different channel managers.

Switched from

[Smoobu](https://www.capterra.com/p/160106/Smoobu/)

Thought Hostaway was better. ITS NOT. It was my most stressful 8 months i ever had with any other channel manager while of using Hostaway.

Review Source

CD

Christine D.  
Property Manager  
Real Estate  
Used the software for: Less than 6 months

### "So happy we switched to Hostaway!"

May 30, 2023

5.0

Fantastic! Telephone support is fabulous and they record calls and send them back. We worked with \[sensitive content hidden\] and some financials and her knowledge of Hostaway and the other channels was impressive.

Pros

I looked no less than 10 property management software/channel management software systems and Hostway was far more effective than the other system combined.

Cons

I am a fast study. I wish we could book onboarding calls very other week. There appears to be a shortage of onboarding specialists. Luckily the system is user friendly and I went ahead and completed things on my own :)

Switched from

[Lodgify](https://www.capterra.com/p/131924/Lodgify/)

No real financial reporting and the app was inconsistant.

Review Source

Response from Hostaway

June 5, 2023

Thank you for taking the time to share such a glowing review of Hostaway. We're thrilled to hear that you found our property management software more effective than others you've tried. This is exactly what we aim for! We appreciate your feedback on our onboarding process. We strive to make it as streamlined as possible for our users, and we're glad to hear that you were able to navigate the system independently due to its user-friendly design. We understand that our customers may need more frequent onboarding sessions and we apologize if we were unable to meet that need. Your input will be taken into account as we continue to improve our services. This is something we're currently working on. It's fantastic to hear that you found our phone support and the expertise of our team impressive. It's also great to hear that you've experienced the benefits of our call recording policy. This is part of our commitment to transparency and ensuring we're providing the best service possible. We're happy to have you here at Hostaway and are seeing the benefits, especially in financial reporting. Your feedback is invaluable to us, and we'll continue to work on enhancing the consistency of our app. Thank you once again for your kind words and for choosing Hostaway. We look forward to continuing to support your property management needs. -Josh

MBB

Mary Beth B.  
Owner  
Real Estate  
Used the software for: 6-12 months

### "Hostaway - Customer Service - \[sensitive content hidden\]"

October 9, 2023

5.0

Overall, for the UX, functionality, customer support, integrations and cost -- Hostaway is the top PMS

Pros

I'm a property manager that ran into an issue with the \[sensitive content hidden\] statements. \[sensitive content hidden\] helped solve the bug encountered on the spot! Thank you!

Cons

Some features work then the next month there is an issue. For example, we have set up owners statements on a monthly basis. Each month we update to the next month's timeframe, however there could be a bug in the next month's statement. Customer service is great, but I had to wait a week to resolve. It's important for clients to have timely payouts and these issues are big kinks for payouts. It's not a good look for me and it impacts the Hostaway business if clients are not happy with software issues.

Reason for choosing Hostaway

Wide integrations, best UX, innovative spirit to keep improving the platform and onboarding experience.

Review Source

Carlos Á.  
Owner  
Management Consulting  
Used the software for: Less than 6 months

### "Very satisfied"

July 6, 2023

5.0

It is quite intuitive and if you have experience with other systems you adapt quickly.

Pros

It is really designed for Vacation Rentals and has a very user-friendly functionality compared to other similar products. I love the functions with regard to financial reporting and owners. It's amazing.

Cons

It would be nice to be able to manage more rates in the Booking Engine and to have the possibility to translate the content ourselves as well as different languages for the system (as well as being able to change the format of the dates). The calendar and the price editing functions are good but they are missing some small details.

Alternatives considered

[Easybooking](https://www.capterra.com/p/176570/Easybooking/)[Guesty Lite](https://www.capterra.com/p/169863/Your-Porter-App/)[iGMS](https://www.capterra.com/p/157033/iGMS/)[Hostfully](https://www.capterra.com/p/187827/Property-Management-Platform/)[Lodgify](https://www.capterra.com/p/131924/Lodgify/)

Reason for choosing Hostaway

I have been following the webinars on youtube for some time now and I was particularly intrigued by the ability and desire to improve and continue to innovate.

Switched from

[Smoobu](https://www.capterra.com/p/160106/Smoobu/)

It was not me, but one of my clients. The main reason was that they needed a professional and "all in one" property management system.

Review Source

MF

Melissa F.  
Host  
Hospitality  
Used the software for: Less than 6 months

### "Great platform"

May 9, 2024

5.0

Lots of support. \[sensitive content hidden\] is great and provided answers to all my questions.

Pros

The platform is user friendly and has great Intergration.

Cons

Some features seem complicated to use. I'll need to become more familiar with it.

Reason for choosing Hostaway

After looking into other system, Hostaway seems to have the features we need at the moment.

Review Source

MF

Mike F.  
Broker Owner  
Real Estate  
Used the software for: Less than 6 months

### "Huge Step Forward With My Business "

January 18, 2024

5.0

I really cannot say enough about this software. So far, I am very impressed!

Pros

I had been with a major competitor for five years. We had constant issues with our marketing being messed up and the cost was four times what Hostaway is charging us. Hostaway price was surprising low, the customer service and support was better than I expected, and so far I have had no major marketing issues using it.

Cons

I was able to figure out the system because I had been on a similar one for five years and had the help of great customer service and an amazing onboarding specialist. It took me many, many hours to set everything up correctly and I had several bumps along the road to figure out. The truth is there are a lot of options and settings with a platform such as this and it take many hours to set up if you have a lot of properties. The truth it is a bit more clunky to navigate and find everything. However, in the end there has been nothing that Hostaway can't do that competition does and we are paying literally a quarter of the price! I would highly recomend Hostaway at this point. I have been very impressed!

Reason for choosing Hostaway

There are only a few platforms that have the functionality of Hostaway or Guesty. There are a lot of software options out there in my industry, but only three that I found that have all the functions I need to run my business.

Switched from

[Guesty Lite](https://www.capterra.com/p/169863/Your-Porter-App/)

I don't want to say anything bad about Guesty. They got me through the first five years of my business and I am very grateful for their help. I think they are making many of the improvements and changes they need to make. I am sure they will be a good fit for some.

Review Source

CS

Carl S.  
CEO  
Hospitality  
Used the software for: 6-12 months

### "Southern Hemisphere Support"

August 6, 2023

5.0

Apart from the anxiety of waiting for time critical support, I love the product and its ability for our team to use and get more direct bookings.

Pros

I love the simplicity of using the Hostaway app, also the smooth integration of the channel manager.

Cons

I would like to see the support team have team members located in the southern hemisphere, just so there is a more timely response to any issues that creep up from time to time. Service was good, however there is a significant delay in getting responses, which is really disappointing if the issue may result in major income loss. Communication was good, but if the technician asked a question there would be always be a 8 -12 hour delay before I could answer the question then I would have to wait the 12hrs for a response. The result is that it can take nearly a work week to have the issue resolved. Perhaps there needs to be a team member residing in the southern hemisphere on pacific time zone.

Reason for choosing Hostaway

I thought the software would integrate more easily with our existing website and systems

Review Source

HB

Humaira B.  
Co-Founder/ COO  
Leisure, Travel & Tourism  
Used the software for: Less than 6 months

### "Good experience so far, but still new to it"

September 26, 2023

5.0

We are able to save a lot of time by managing inventory with HostAway's calendars. Instead of signing on to different channels, and doing the same steps over and over, it can now all be done from ONE calendar. It also allows us good booking engine features that will enable us to offer more resorts, and lots of options for travelers to choose from when shopping directly on our website. The unified inbox feature is pretty good and helps us manage all guest communication from one place. Also, \[sensitive content hidden\] our onboarding specialist has been phenomenal. Extremely patient guy who is also very knowledgeable! I couldn't do half the things without his help. I am still meeting him for one-on-one calls to continue with the onboarding as we still have some ways to go with setting up certain features.

Pros

The friendly user interface. Easy to navigate. Great experts like \[sensitive content hidden\] helping us with the on-boarding process. Customer support is pretty good so far!

Cons

Some aspects that still have to be done off the HostAway site, is a bit cumbersome, such as modifying, and canceling Airbnb reservations on Airbnb directly, entering rates, and making edits on FlipKey's website and not having an API connection with it, Editing listings on booking.com needs to be done on their website versus how the Airbnb/ VRBO listings can be done directly from HostAway. I also wish the pricing structure was better for someone who has 40+ listings, as it is keeping me from putting up more listings at the moment due to an increased monthly expense.

Reason for choosing Hostaway

The speed with which the sales consultant Ajaz was able to show the demo and answer all kinds of questions we had. It was like there is nothing that this PMS can't do.

Review Source

CH

Chantelle H.  
Property Manager  
Hospitality  
Used the software for: Less than 6 months

### "Overall Good."

June 26, 2023

4.0

streamlining guest communications.

Pros

Streamline and automate messages and booking platforms. I have had some great support agents, such as \[sensitive content hidden\]. Today she helped train and sort out my owner payouts, like it should have been done 5 months ago.

Cons

Set up was very rough. On boarding was rushed and many things were not taught to us. We lost thousands of dollars and spent a lot of time fixing mistakes that could have been solved had we been properly trained. It was our first time using PM software therefore it was all new to us. Examples of things that were not trained or showed to us when onboarding: 1. Setting up taxes. Airbnb and vrbo automatically did this for us therefore we were not told we needed to add this in hostaway. Taxes were not being collected on vrbo reservations. 2. We were not told that vrbo would no longer collect and remit on our behalf and that we needed to set up a stripe account and charge our customers from here on out. 3. We were not told that existing reservations on vrbo would not transfer to hostaway and that we needed to automatically add them in therefore we had 11 double bookings come in before we caught it. 4. We were not properly set up and shown how to make owner payouts and financial statements. 5. vrbo needs to step up their game and allow for easier integration. Airbnb was a breeze, vrbo was an old clunky truck that hadn't had an oil change in 5 years. It was not just hostaway that poorly executed the integration with vrbo, it was vrbo too. I feel that if hostaway has the option to integrate with vrbo, these items should be CLEARLY outlined and communication in the front end to avoid problems. Needless to say the ball was dropped and we felt like we were thrown to the wolves.

Review Source

AM

Arianna M.  
CEO  
Hospitality  
Used the software for: 6-12 months

### "Excellent Software and Support For Superhosts"

November 29, 2022

5.0

Excellent.

Pros

\[SENSITIVE CONTENT\] is an amazing customer care agent. He responds very quickly and is very kind and patient. He is also an expert in Hostaway and very sharp. He has helped me solve my questions or concerns on a few occasions now, and he provides excellent customer care every time. Customer care is a considerable component of any PMS so I'm thankful for Hostaway's great consistent support.

Cons

N/A. The only recomendation I have would be more automated SMS notifications to users (cleaners) such as "New Cleaning in Addition for {listing} on {checkout date}" or "Friendly Reminder of Cleaning Today {check out date (sent day of, 3 hours prior checkout)}. And also a better visual view of the calendar specifically for cleaners. Such as a monthly calender view with all the users (cleaners) assigned tasks (cleans).

Alternatives considered

[AirHost](https://www.capterra.com/p/191936/Airhost/)

Reason for choosing Hostaway

Airhost is a little behind in their features and integrations. For example, they don't even integrate with Pricelabs yet.

Switched from

[Guesty Lite](https://www.capterra.com/p/169863/Your-Porter-App/)

Too many tech glitches.

Review Source

Response from Hostaway

December 8, 2022

We at Hostaway would like to thank you for the great review of our software. We appreciate that you had such a great experience with one of our onboarding specialists and that you see customer care as an important as we do! We are also thankful for your recommendation to add more automated SMS notifications to users, such as those you mentioned, and a better visual view of the calendar specifically for cleaners. We will take your feedback into consideration and aim to make our software as helpful as possible. Thank you again for taking the time to review our software and for providing us with feedback. -Josh from Hostaway

JR

Joaquin R.  
Marketing  
Internet  
Used the software for: 2+ years

### "Make you a favor and don't even schedule a demo"

July 7, 2023

1.0

The worse experience, the sales talk it's so overrated, really don't beilived what they says, no innovation, doesn't work, super old code, don't use it, it will affect all your sales.

Pros

No pros here, its by far the worse software you will lost time, clients and money

Cons

They never update their code, nothing is automated, there's no customer support, they just send you blog links. its so expensive, their website bookings are not customizable, the tracking events on google and facebook never work, and they just said that will work, nothing.

Alternatives considered

[Guesty](https://www.capterra.com/p/159377/Guesty/)

Reason for choosing Hostaway

Because they said will be the best and innovation constantly

Switched from

[Lodgify](https://www.capterra.com/p/131924/Lodgify/)

Suppose to work better, with a great mobile for our clients this is just a big lie.

Review Source

Response from Hostaway

July 17, 2023

Hi Joaquin, thanks for your feedback – we take it very seriously and we're extremely sorry to hear you haven't been happy with our customer service. Your concerns have been passed along to our customer service team, so you should be hearing from us very soon if you have not already. Additionally, our development team is actively working on regular updates to enhance our software's functionality. We take your feedback seriously and will continue to make the necessary improvements to meet your expectations.

AL

Amanda L.  
CEO  
Real Estate  
Used the software for: Less than 6 months

### "New Hostaway Client!"

November 15, 2023

5.0

Our Hostaway experience has been great so far. We met with the Hostaway team at the VRMA conference in Orlando in late October. We met with \[sensitive content hidden\] and they were quickly able to answer all of our questions. We signed on with Hostaway during the conference. In about 2.5 weeks, we are now fully integrated. We have been very impressed with the process and \[sensitive content hidden\] has been awesome! We learned so much from him and he was great at keeping our integration moving along quickly. We were previously integrated with another PMS software and the process took 3 months and we had lots of challenges. This experience was far better than we could have imagined.

Pros

Hostaway offers more features and better functionality compared to other PMS programs we have used or looked at. Hostaway's onboarding program is far better than the competition. Features that were critical for us: mobile app, ease of use, reporting, listing management.

Cons

We haven't found anything that will create issues for us yet.

Reason for choosing Hostaway

After having our first conversation with \[sensitive content hidden\], we knew Hostaway was a top contender. We chose to follow up with them the next day and after digging in a little deeper, we knew that Hostaway would be able to accommodate our growing business. \[sensitive content hidden\] introduced us to \[sensitive content hidden\] and even joined our first meeting for a few minutes to say hi and thank us for our business. They were able to have us integrated in a short amount of time, far faster than we had anticipated.

Switched from

[Hostfully Guidebooks](https://www.capterra.com/p/223111/Hostfully-Guidebooks/)[Hostfully](https://www.capterra.com/p/187827/Property-Management-Platform/)

We made the switch for the following reasons: -Lack of support. The support team is difficult to reach and was nearly impossible to find a live person to talk to. -Functionality. We are a growing company with 65 listings currently. We plan to add another 20-30 within a year and we needed a PMS that we were confident in. -Mobile App. We needed an app that was reliable. Our Hostfully app was clunky and the calendar would often go blank. -Appreciation. We didn't feel that Hostfully was a good partner for us. Their lack of support and customer service left us feeling like they didn't appreciate our business.

Review Source

DW

Denise W.  
Owner Vacation Rentals  
Leisure, Travel & Tourism  
Used the software for: Less than 6 months

### "Hostaway"

June 16, 2023

5.0

Honestly, the first two months were incredibly rough. The Airbnb side was fantastic, but the VRBO side just wouldn't link because I was never walked through the process. My original guy basically disappeared after my initial sessions when I had to relist all my VRBO cabins to separate them from my prior co-host. I was never able to get with an actual person for two months after that until \[sensitive content hidden\] intervened on my behalf after a follow up interview. He set me up with \[sensitive content hidden\], another Coach, which walked me through the entire program to make sure everything was right on my end. \[sensitive content hidden\] was a life saver!! I had tried to wing so many things on the program because I wasn't given proper instruction, but \[sensitive content hidden\] fixed them and showed me how to do them right! I don't feel incompetent anymore behind the wheel of this program and like I am just fumbling along. He saved me from making some serious costly mistakes. Thank you \[sensitive content hidden\]!! You are awesome!

Pros

At first it was bumpy, but then \[sensitive content hidden\] helped. \[sensitive content hidden\] was the best! He went over every single part of the program, and almost bent over backwards to fix my issues. This is wonderful program if it works right and is set up right! \[sensitive content hidden\] made that possible for me, and he made me a happy customer! Thanks \[sensitive content hidden\]!

Cons

The Help desk function. If you need help and request it it sends in a ticket. You have to wait to get assistance. So far every time I did this I received an email from someone with an article and some videos telling me how to fix the issue instead of a real live call or person when I actually needed it. This caused a two month delay on my onboarding process.

Review Source

NW

Nick W.  
Media and Technology Administrator  
Hospitality  
Used the software for: Less than 6 months

### "Easy and Straightforward"

September 27, 2021

5.0

Overall, the product has saved our staff a ton of time with guest messaging, cleaner scheduling and owner statement preparation. A great leap ahead of the channel manager we were using before in terms of functionality, development and (most importantly) customer service.

Pros

Compared to our previous channel manager, the dashboard is very clean and concise. No confusing terminology or halfway finished functionality. The unified inbox is amazing and if you use a channel manager without this feature, it's reason enough to switch. Saves our staff having 4 or more places to constantly monitor for messages.

Cons

The wordpress plugin could be more customizable, but this is very small compared to the many great things Hostaway does amazingly. Even having their own plugin at all is great and the end product is very neat and clean looking.

Reason for choosing Hostaway

Hostaway has the best reputation for solid customer support, great features like the unified inbox and a phone app for accessibility.

Review Source

BK

Brendon K.  
Partner/COO  
Real Estate  
Used the software for: Less than 6 months

### "Review of Hostaway & Onboarding Experience "

October 27, 2023

5.0

Pros

Hostaway is the perfect one-stop shop for any property manager in the vacation rental industry. You can easily sync multiple OTAs securely without the fear of losing data or running into technical issues. The ability to automate message instructions, cleanings, tasks, and more increased the operational efficiency my company needed. This allowed us to provide a better service not only to my clients but to the thousands of guests who stay at our homes. The onboarding experience may take some time if you have over a hundred listings, but my Customer Service Engineer who onboarded and trained me was amazing and was able to set me up quickly for success. He was very available to handle any of my questions and concerns and was highly knowledgeable. I could not ask for a better onboarding experience.

Cons

Features That Are Missing: 1. Internal Messaging Between Users and Groups 2. Property Owner Communication 3. Trust Accounting 4. Call Center Capability & Monitoring of Call Center Agents

Reason for choosing Hostaway

1\. Provides all the essential features at a reasonable price compared to competitors. 2. Actively working on adding new features for current and future customers. 3. Other products looked like they were stuck in the past and Hostaway looks like the current and future product that will take a large share in the market. 4. Wanted to lock-in my per-listing price before prices go up.

Review Source

LF

Lori F.  
Managing Membe  
Hospitality  
Used the software for: Less than 6 months

### "Too many glitches!!!"

June 15, 2023

1.0

Terrible! When onboarding, Hostaway drops syncing and blocked dates set up in Airbnb costing my company nearly $800 in Airbnb cancellation fees. And because I had to cancel double bookings, Airbnb suspended my account, and cost me $1000 of potential earnings. Hostaway has very limited customer service hours. No evening or weekend hours. Hostaway cannot accommodate a property that is rented as separate units or as a whole.

Pros

What Hostaway promises was very appealing, however it did not deliver.

Cons

Syncing set up in Airbnb were dropped.Not able to set up a multi-use propertyLimited and non--responsive customer service

Alternatives considered

[Vacation Rental Tracker Plus](https://www.capterra.com/p/82497/Vacation-Rental-Tracker-Plus/)[Lodgify](https://www.capterra.com/p/131924/Lodgify/)

Reason for choosing Hostaway

I am a small business owner of 8 vacation rentals. I manage all properties myself and was hoping Hostaway’s platform would help make my job easier to manage and allow folks to book directly with me.I chose Hostaway mainly for the promised ability to see all my properties on one platform, help with housekeeping/maintenance tracking and help me create a personalized website that would allow returning Airbnb and VRBO guests to book direct.

Review Source

Response from Hostaway

July 7, 2023

Hi Lori, thank you for your feedback. We genuinely empathize with your situation, and we sincerely apologize for the frustrating and costly experience you've had. We usually do not encounter these connection issues during onboarding, but we understand that navigating a new technology platform can be challenging, especially for those who are not familiar with the tech. We apologize for any shortcomings in providing clear instructions or adequate support during this crucial phase. We are sorry that Hostaway may not be the right fit for you, but we are glad we could connect with you to come to a resolution. Thanks again for your time and understanding.

SL

Steve L.  
Owner  
Leisure, Travel & Tourism  
Used the software for: Less than 6 months

### "Charge-away! Overpriced and overcharged. Poorly designed software experience and no support."

February 9, 2023

2.0

Exceptionally poor and amateurish business experience with Hostaway. No additional value compared to other platforms that cost half as much. Awkward set up experience with lots of hidden settings that should be defaulted. You are contractually obligated to pay for set up when it should be free. The fact that you have to pay someone to show you how to set up a listing is indicative of how bad their software is. And yes I have set up listings on other platforms before without needing any guidance.Dismal documentation and useless support. Takes days to get an answer - if you even get an answer. They probably can't train up people fast enough because the software is so poorly designed. No excuse is acceptable for the poor support for paying customers.I deleted all my listings and then they re-appeared again, probably as an excuse to bill me. Have to dispute charges because Hostaway is charging for additional listings we never had, and continues to bill us despite terminating the contract. I can't do business with another company that operates like this.

Pros

AirBnB Pro integration had fast sync operation.

Cons

Too many missing guest details with VRBO integration. Had to spend hours checking bookings and manually entering in guest information into the reservation management portal.Really poor workflow with this application. Process designed by software engineers not business users. Ugly user interface and no intuitive design.Mobile app could not load over a data connection - had to connect to wifi. If you changed to a data connection it would prompt for a password then time out. Never had issues with other apps over data - except Hostaway.Mobile app locked up continuously and was unable to send out messages to guests to address their concerns. Tried restarting app and even rebooting my smartphone which was at latest OS version. Absolutely useless as a mobile app.Awkward setup process and should have better templates or examples. So many repetitive clicks when it should be defaulted.Cannot send attachments or images with automated emails. This is critical to giving our guests additional information related to check-in and finding the unit.The only thing worse than the software is their support. I received faster answers from competing applications support people and I wasn't even their customer yet! All you'll get from Hostaway is silence and excuses about support. Trying to cancel this subscription and of course you have to go through support to do so. Support doesn't answer and does nothing. Really dishonest business practice. I have no trust in this business.

Review Source

AL

Aja L.  
Owner/Property Manager  
Real Estate  
Used the software for: 6-12 months

### "Lost $1000s in Reservations"

August 25, 2023

1.0

I had high hopes for Hostaway. The entire point of signing up with them was to build my direct booking business. I had numerous people try to book directly and the site malfunctioned everytime when they put a credit card in. I reached out to Hostaway for support. In the beginning support was great and I received a response right away with actual help. But with these errors, it took over 5 days to get a response everytime I sent an email. I lost $1000s of reservations due to this as people said they ended up booking something else. After weeks of Hostaway telling me they were looking into it and taking my issue seriously, they still couldn’t tell me what the issue was or that it was being fixed. Eventually I was losing too much money on lost reservations for it to make sense to keep using them. To add insult to injury, during the process of me trying to cancel my membership, they took so long to respond and actually cancel my account that I was charged an additional $370 for a new month. They also don’t allow you to cancel your account online. You request it and then, you guessed it, you have to wait for someone to call you to try to keep you on. But no one ever actually called me and they refused to refund any money even though their product doesn’t work and they have zero support. RUNNNNNN

Pros

Nothing! Their customer service took 5 days to respond and still did not fix the issues and refused to help refund a $370 fee they charged me when they lost me $1000s in reservations. Plus they never fixed the issue.

Cons

Their so called “support” is non existent and they cannot fix their website issues. It’s a direct booking website that I couldn’t use due to errors on their end that were never fixed.

Review Source

VR

Verified Reviewer  
COO  
Hospitality  
Used the software for: 6-12 months

### "Avoid. Save yourself the headache and 8months trying to make Hostaway work. Just go with Guesty"

March 28, 2023

1.0

Too many issues to dive into. If you value accurate financials, Hostawya will not work. If you want a system that syncs up to Airbnb or VRBO correctly, Hostaway is not the answer and you will spend hours each week re-creating your listings as Hostaway will delete the info. Support doesn't exist. You cannot reach anyone and they only actually offer email support (within 48hrs)

Pros

We were sold on the idea they had all the same features + as Guesty as a lower cost. This was not the case.

Cons

Most of their features are a shell so they can say "we offer xyz" when selling you the product.

Alternatives considered

[Hostfully](https://www.capterra.com/p/187827/Property-Management-Platform/)[Guesty](https://www.capterra.com/p/159377/Guesty/)

Reason for choosing Hostaway

We were sold on the idea they had all the same features + as Guesty as a lower cost. This was not the case.

Switched from

[iGMS](https://www.capterra.com/p/157033/iGMS/)

We are growing and need a more complete system.

Review Source

Response from Hostaway

July 6, 2023

Hi there, thank you for your feedback. We are very sorry to hear that your experience has not been up to expectations, and would like the opportunity to discuss this further and make things right. Please contact us at support@hostaway.com or respond directly with your preferred method of contact so we can get a hold of you ASAP. Thanks again.

VR

Verified Reviewer  
host  
Hospitality  
Used the software for: Less than 6 months

### "Excellent support and onboarding, highly flexible and adaptable. "

July 15, 2022

5.0

Overall great onboarding experience, I'm glad I chose Hostaway for setting up a channel manager first time. The VRBO integration is one of the main reason I chose them so we will see if that gets solved. Hostaway has many features I will not use and don't need but it has already helped me save time in communicating with guests.

Pros

I chose Hostaway because it had a good reputation for client support VRBO integration, integrated sms and whatsapp messaging, sms scheduling, multi lingual message automation function, good multi-view calendar, chekin integration, guest portal, booking engine widget and booking website. My experience was: excellent, pro-active and knowledgeable client support, multiple personal google meeting onboarding sessions with an expert, good messaging integration with sms, airbnb, booking, email, multilingual messaging, good multi view calendar for daily organization, possibility to pre-authorize credit cards for security deposits I love the multi view calendar which clearly shows guest name, channel, phone number and host notes in a pop up screen... I love the message automations and being able to decide the hour of sending not jus the day, being able to edit programmed messages (but only on laptop). Every time I introduced a support ticket for a bug or anything, the support staff got back to me, updated and found solutions or workarounds, checked if the issue was solved, very good communication and support

Cons

Hostaway did not yet fully meet my expectations for the following aspects: VRBO integration is difficult and time consuming (still not up and running) Whatsapp integration (need to use templates, communication only activates for a short time, and not able to define own template) Lack of guest registry page with URL (similar to what smoobu or ownerrez have) (apparently this is planned development) to collect information from the guest after booking with user-defined drop-down boxes or text boxes Booking widget and availability calendar widget: i would like to be able to customize more I would like a calendar widget with multi calendar view Lack of airbnb review widget to publish reviews on own website and blogs \[SENSITIVE CONTENT\] integration: this is chekin fault but integration is not as good as expected, competitor "checkin scan" has better features STRIPE/payment integration and client portal: Does not fit my needs - I don't think guests will enter credit card details for a property manager they don't know based on private website - paypal integration would be better. Setting up is time consuming but that is because the system is so flexible and so highly detailed The software attempts to integrate with every aspect of the OTA even for channel specific fields, but in my opinion some of these parameters are better handled directly in Airbnb or booking; So would be interesting maybe to simplify and direct the user to the OTA for things that are not updated every day

Reason for choosing Hostaway

vrbo integration, sms integration, multilingual scheduled messaging

Review Source

SS

Sarah S.  
Marketing Director  
Leisure, Travel & Tourism  
Used the software for: Less than 6 months

### "Efficiently Managing Multiple Booking Platforms with Hostaway: A Game-Changer for Retreet Resort!"

July 28, 2023

5.0

We cannot praise Hostaway's customer support team enough. Specifically, \[sensitive content hidden\]. His prompt responses and extensive knowledge have resolved any queries or challenges we faced swiftly. He truly understands the hospitality industry and has tailored their assistance to suit our unique needs.

Pros

As the Marketing Director of Retreet Resort, I am thrilled to share our experience with Hostaway, a remarkable channel management software that has transformed our property management operations. We cannot stop raving about why we love this platform and how it has significantly enhanced our performance across multiple booking platforms.Effortless Integration:One of the standout features of Hostaway is its seamless integration with various booking platforms. From Airbnb and Booking.com to Vrbo and beyond, Hostaway synchronizes all reservations, calendars, and guest communications in real-time. This has streamlined our booking process, reducing the chances of double bookings and ensuring an exceptional guest experience.Centralized Dashboard:Hostaway's user-friendly dashboard serves as our control center, allowing us to monitor and manage all our properties effortlessly. With a single login, we gain access to a plethora of powerful tools, including pricing management, property analytics, and guest reviews. This centralized approach has saved us valuable time, enabling us to focus on providing top-notch hospitality.Automated Messaging:Gone are the days of manual guest communication! Hostaway's automated messaging system has been a game-changer for us. It allows us to send personalized messages, pre-arrival instructions, and post-stay thank-you notes to our guests automatically. This level of communication has not only impressed our guests but has also boosted our reviews

Cons

We haven't run into any yet and we trust it will stay that way.

Reason for choosing Hostaway

Hostaway had the lowest 'add on' fees. We liked the idea of budgeting in one fee for the entire year, knowing what we were getting ourselves into as far as overhead was concerned.

Review Source

HW

Henri W.  
Managing Partner  
Real Estate  
Used the software for: Less than 6 months

### "Mislead during sales process and overcharged, refused refund"

January 18, 2023

1.0

It's been a very bad start to be totally transparent. In addition to issues with the software and the overcharges, it's really been the absent support. I had to message an executive on LinkedIn to get anyone to respond. But they have no problem charging me (more than they're supposed to).

Pros

The best thing hostaway has going is it's automatic responses and integrations. With that being said, the automatic responses do NOT work on VRBO and, despite claiming to be a preferred integration partner, the process to integrate with VRBO took over 1.5 months and resulted in dozens of double bookings

Cons

1) Inability to integrate with VRBO / Booking.com 2) If you need help, forget about them answering the phone or returning your voicemail. One of the key selling points was their promise I could always get someone on the phone. It's been 2 months and I've called about a dozen times, not 1 single time has anyone answered or returned my call3) Automated messages don't work with VRBO. This was confirmed by both sides but not presented upfront. So you still have to manually monitor VRBO 4) Their accounting is VERY limited. You cannot invoice / charge / or easily track charges 5) Be VERY careful when you onboard, I had 26 properties but they charged me for 32. Not only have they refused to refund me for the extra 6 units, but they keep promising to get me in touch with a "VP" or "Manager" - it's been weeks, no one has contacted me.

Alternatives considered

[Guesty](https://www.capterra.com/p/159377/Guesty/)

Reason for choosing Hostaway

Price

Review Source

Response from Hostaway

January 25, 2023

Henri, We apologize for any issues you may have encountered during the sales process and for any overcharges you may have experienced. I've personally taken this issue up and have refunded the amount requested, even though the contract that was signed was at a higher amount so that we can hopefully move past this. We take customer satisfaction very seriously and never intend to mislead or overcharge our customers, which is why we have contracts that are signed by both parties before any implementation starts so that both our customer and our team are on the same page. In regards to Vrbo, unfortunately, at the time there was an issue on the Vrbo side that was creating a backlog for integrations. This has since been resolved and connections are now much quicker. Thank you for bringing this to our attention. -Josh from Hostaway

SV

Simon V.  
Hostel Owner  
Hospitality  
Used the software for: 6-12 months

### "Hostaway is terrible. Looking for a new PMS"

November 29, 2022

1.0

After I read a lot of review about this software, I was confident that it wil be the best for my Hostel. Since we started with Hpstaway, we had a lot of deception. We are looking for a new software.

Cons

We had a price arrangement at for the first few month and it was competitive (20$/room/months). Hostaway ignor the deal that we had and start charging me 50$/rooms/months. We can not affort the new pricing and we will have to change software as soon as possible. It's terrible for us to go back and change software again because it's a lot of additionnal job for us and our employee.

Alternatives considered

[Guesty Lite](https://www.capterra.com/p/169863/Your-Porter-App/)[iGMS](https://www.capterra.com/p/157033/iGMS/)[Hospitable.com](https://www.capterra.com/p/189280/smartbnb/)

Reason for choosing Hostaway

I regret that I have switch to Hostaway and that I will have to switch again because it's a terrible software.

Switched from

[iGMS](https://www.capterra.com/p/157033/iGMS/)

I regret that I have switch to Hostaway and that I will have to switch again because it's a terrible software.

Review Source

Response from Hostaway

December 8, 2022

Simon, I'm sorry to hear you had a bad experience with our software. We have signed contracts for every customer and I'm shocked to hear that you were charged differently than what was in your contract. I'm going to send you my information, please email me back so that we can get this figured out. This is not something that is normal. -Josh from Hostaway

KA

Keith A.  
MD  
Leisure, Travel & Tourism  
Used the software for: Less than 6 months

### "Hostaway - good but painful!"

April 4, 2024

3.0

We moved from Hostify to Hostway due to the greater amount of features available. Whilst we still believe we did that right thing it has taken a time, effort and money to get things working well. Even now, 2 months later we are uncovering syncing errors which have cost us dearly. Anyone thinking of using this product needs to make absolutely sure that data is being snycronised correctly. It's also worth noting that whilst Hostaway has a very in depth online help centre the actual customer services is frustrating whereby agents don't seem to understand the problems.

Pros

Amount of Features Owner Statements Guest Portal Booking Engine

Cons

Data Synchronisation Payment Processing Customer Support Task Management Analytics Financial Reporting

Alternatives considered

[Guesty](https://www.capterra.com/p/159377/Guesty/)

Reason for choosing Hostaway

We chose Hostaway over Guesty due the the price difference.

Switched from

[Hostify](https://www.capterra.com/p/183332/Hostify/)

We moved from Hostify to Hostway due to the greater amount of features available.

Review Source

Talk to a Capterra advisor for free and get results within 15 minutes.