# protel PMS Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is protel PMS the right Hospitality Property Management solution for you? Explore 25 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/83669/protel-PMS/reviews --- protel PMS 3.2 (25) [View alternatives](https://www.capterra.com/p/83669/protel-PMS/alternatives/) 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 January 25th, 2026 # Reviews of protel PMS Ease of use 3.4 Customer Service 3.0 ## Pros and Cons in Reviews Cv Charl v DirectorHospitality, 2 - 10 employeesUsed the software for: More than 2 years. “Reports are pretty standards and sometimes difficult to customize“ May 23, 2022 TS Toni S FounderHospitality, 11 - 50 employeesUsed the software for: More than 2 years. “It was not suitable for hostel revenue management. “ February 5, 2021 ## Showing most helpful reviews Showing 1-25 of 25 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Younis H. Hotel General Manager Hospitality Used the software for: 2+ years ### "After reading all the review I thought I need to add one " November 2, 2018 4.0 I still think Protel is an amazing system the team is always there to help and this is the most important thing, its not the cheapest in the market I must agree, but overall I'm very happy with it. Pros People are saying customer service is abroad, it is not true the team are based in UK and they are amazing team, CSR is great, regardless when you calling there is always someone to help. Cons I agree on certain things new interface might take months, had this issue with ReviewPro despite being promised that they have the interface but its been over a year now and still waiting for an answer. Review Source CV Charl V. Director Hospitality Used the software for: 2+ years ### "Solid System" May 23, 2022 4.0 Solid system for small to medium size properties. I say this as I only implemented on this size property. Pros Ease of implementation for onboarding new properties from a group perspective Cons Reports are pretty standards and sometimes difficult to customize Reason for choosing protel PMS The group of hotels went through a extensive search to find the right fit that came with a CRS system Switched from [NebulaPMS](https://www.capterra.com/p/123266/Apex-Property-Management-System/) The property had to conform to Group minimum standards, one of which was to have Protel Review Source KA Karen A. Company Director Hospitality Used the software for: 1-2 years ### "Waste of money, terrible api integration and support" February 8, 2019 2.0 Absolutely shocking, if I made my customers wait so long for solutions for a non functioning system and errors I'd be bankrupt. The company need investigating top to bottom. Pros I like the front end display, easy to use and with the initial setup we were able to design our own confirmation letters. That is all! Cons Where do I start?? API : Dont let them lie to you during their sales pitch that they will support any 3rd party integrations for you to build and connect your own booking system. 18 months down the line and over 200 calls in we are still unable to get protel to talk through their own API (which took 8 months to get hold of). At least 5 days between simple questions and a response of acknowledgement and weeks for an answer. We were told "plug and play integration" it doesn't supply this. We cannot use their own online module as it is inflexible in every way. QAS System: this is their own address look up programme, after a replacement PC was installed it took 6 months to get protel running on the PC and they are unable to fix their own software QAS still doesn't run. Reports: Functionality is poor, they tell you TAA is the way to charge everything extra but it doesn't show on overall figures, you manually have to add it up. Customer Support: this is an absolute joke, dealing currently with UK, several people in Germany and someone in America who have no idea how to programme their own system. You ring when the system goes down and they say it isn't a priority and will get back to you, you are queued for a response and sometimes it can take days for an answer. Account Manager : absolutely useless and complained numerous times about no call backs... Their answer "no record of this" Overall I would strongly advise looking elsewhere, hit Twitter publicly if you need help Review Source DV Dim V. Sales Manager Used the software for: 2+ years ### "Good ,solid software with a lot of options , tons of reports and a lot of add ons." October 6, 2017 4.0 Pros Highly customisation in almost every feature of the software. Solid performance in sales, reservation and front office department . Restaurant POS operates well . Highly recommended for medium-larger hotel units who want to use the reports ...Lots of reports for revenue and not only .. Ease of use is not that good but it can be learned without much effort. Connectivity with third party software .Powerful add ons. Good costumer support Stable. Cons Price of the software could be more competitive . If you wish to get the proper value of the software add ons are compulsory not optional .So be ready to pay if you want the full range of "goodies" Interface bit dated , needs an update .Also the reservation module needs to show more information . In some new PC's sometimes the software crashes ( weird but unacceptable issue,) Review Source Response from Planet November 30, 2017 Dear Dim, Thanks for taking the time to share your valuable experience of working with our software. I'm really pleased to hear you're getting so much out of it. As for the downsides you have mentioned, we, like any other top #hoteltech vendor, are working hard on delivering even better value. Have you seen what the new protel.I/O can do? It addresses the interface/add-on conundrum; opening up our software to engage more freely with other vendor's products. Google what our CEO Ingo Dignas said 2 weeks ago at the HITEC Dubai - I'm sure you'll like it! Again, thanks for choosing protel. -Jeremy Armes, VP Marketing, protel hotelsoftware GmbH GC Geetika C. Sales & Marketing Manager Hospitality Used the software for: 2+ years ### "One of the best PMS comes with great value for money" February 22, 2023 5.0 Pros This PMS has been a life saver for the hoteliers, it has a lots of features to use and easy to use this platform. With a small training you would develop the learnings of running its all features. The tool comes with a value for money that has lot of options to discover, managing operations, distribution connectivity, reservations, managing rate & inventory, payments runs so smoothly. Cons Sometime exporting or importing bulk data becomes an issue where the tool stop working and does not respond. Review Source JD Jay D. Manager Hospitality Used the software for: 6-12 months ### "Terrible system. No Interfaces. Slows down staff." June 22, 2018 1.0 none. we will pull out of this software and revert to original suppliers. Pros not a thing. the only compliment is that they have an EXCELLENT sales team, who really know how to hide the truth and bend lies around you. Cons awful system speed.. and their excuse is "it is a cloud version, so too much traffic". yes, try and tell this to your guests. NO PCI COMPLIANCE! The system will not log you out and guest data will always be on display No Groups or MICE possibility. no payment integration.. in fact, no interface integration. don't let them lie to you about Open API and simple Plug and Play.. challenge them before the sale to build and deliver an interface.. then wait 6 months for a result full of holes and bugs. No overbooking functionality.. no overriding functionality.. the system date and time is always wrong.. (no, this is not the end of day routine.. this is I make a change NOW, and the system tells me I made it 4 hours ago..) reservations and guest data disappear from the system like magic.. no reporting that is useful everything that you can report is in GROSS - not NET. useless guest confirmation letters and invoices - we cannot pull any guest facing material out of the system and we have to manually build it. no rate mapping - you must rely on protel support for rate mapping which may take a month - so say goodbye to flash sales or promotions. and this is just the tip of the iceberg my friends. Stay FAR AWAY from this system. Review Source VR Verified Reviewer VP Revenue Management Used the software for: 2+ years ### "Awesome product and very user-friendly." May 10, 2018 5.0 Pros This PMS has been a life saver, it has a vast amount of options and it is very easy to use this platform. It has a lot of data points and all the hotel team members are able to use this efficiently. Cons More functions/reports should be added. We have not seen any real changes since we started using this. Review Source Response from Planet May 16, 2018 Thank you very much for taking the time to review our PMS product, and for sharing your positive experience here with the community on Capterra. I can feel the "protel-Love" brimming over, and also acknowledge we can do even better. Although protel has been building successful PMS for nearly 25 years, we have not stood still. Our product is constantly evolving, due largely to customers like you, who let us know what current and future requirements they wish for. (More reporting? Got it!) There are lots of exciting additions in this space due to our new www.protel.io functionality. Ask your protel representative for details, or head over to the marketplace to see for yourself: smp.protel.io) Again, thanks for sharing your enthusiasm! Jeremy Armes, VP Marketing, protel HQ, Germany. KB Karin B. Business Process Analyst and Requirements Manager Hospitality Used the software for: 2+ years ### "focus is on own interests, customer needs are irrelevant" March 21, 2024 3.0 Protel is not a reliable partner As an IT service provider, Protel is not interested in automating the application The employees do their best, but customers cannot accept such a policy if they want to do business successfully Pros 5 years ago we had a good contact and support good though not always quick. Since 2 years support for on premise products is declining quickly and the needs of customers are irrelevant Cons Protel does not keep its promises Protel leaves its on premise customers "out in the cold" Effective cooperation is blocked to the best of its ability Review Source Response from Planet March 27, 2024 Dear Karin, Thank you for taking the time to write this review. We appreciate your feedback and want to ensure you our teams are committed to providing our customers with efficient and reliable services. We are sorry to read that you have been dissatisfied with the support experience and lack of automation for Protel OnPrem. Your feedback has been shared internally. We value your privacy and would kindly ask you to reach out via email at support-management@protel.net where we would be able to discuss the points you have raised further. Yours Sincerely, The Customer Experience Team VR Verified Reviewer Product Manager Hospitality Used the software for: 6-12 months ### "Protel Is not a great PMS system" April 7, 2018 2.0 No benefits here. Other PMS systems are better solutions. Pros The PMS system is reasonably priced. It is a good system for international hotels. The system also has great language translations Cons It cannot be integrated with anything. The customer service is also not that great as they are located abroad and they don't get back with us. Review Source Response from Planet April 11, 2018 Dear Reviewer, I'm sorry to hear you have not found a perfect match with protel. Please reach out directly (e.g. via live Chat on our website) and I will do what I can to help. Actually, we have well over 1,000 interfaces, for example to POS-, phone-, channel- and yield systems, so I'm sorry it didn't work out for your property. On a positive note, it is great to hear that you are happy with our pricing, language settings and consider us as a solid system for multi-property hotels. Have you heard about our new protel.I/O Hospitality Platform? It empowers hotels towards consistent growth, by harnessing all available technological advantages of the moment, regardless of the specific manufacturer tool-set. Vendor-neutral is the new now. I am sure that you will love this game-changing #hoteltech as much as we do, where interfaces become a thing of the past. Jeremy Armes VP Marketing, protel hotelsoftware GmbH Shehab A. CEO Leisure, Travel & Tourism Used the software for: Less than 6 months ### "better than HotelFriend" May 29, 2021 5.0 Pros Atleast their support is not rude like \[SENSITIVE CONTENT HIDDEN\] from hotelfriend, very rude person. the whole team of hotelfriend also is very very bad and it took them weeks to answer simple emails Cons it is better than hotelfriend by \[SENSITIVE CONTENT HIDDEN\] Review Source VR Verified Reviewer DIRECTRICE Leisure, Travel & Tourism Used the software for: Less than 6 months ### "Choisissez-en un autre ! Vous perdrez tellement de temps ! " January 19, 2026 1.0 Très très décue de cette appli non fluide et pleines de pop up ! Fatiguant ! Formation et support catastrophiques. Pros Le prix ? et encore. Possibilité d'avoir un visu sur plusieurs hôtels en même temps. Intéressant pour collecter les données ? Cons C'est une appli qui n'est pas du tout intuitive. Je connais et manipule une dizaine de logiciels hôteliers. Protel est le moins pratique. De ce fait, on perd en réactivité et donc du CA. Le service support est catastrophique, non réactif et incompétent sur son propre logiciel. Le service Formation à l'achat n'est ni pédagogue ni aimable. Rien que la connection à l'appli fait perdre du temps. Review Source FH Florian H. Rezeptionsleitung Hospitality Used the software for: 2+ years ### "Altes System mit vielen Optionen, nicht empfohlen wenn keine lokale Notfall Lösung vorhanden ist! " April 17, 2025 3.0 Allgemein ist Protel eine gute Software, mit Bugs die oftmals nicht bemerkt werden bis sozusagen "die kacke am dämpfen ist", und dann muss man wirklich hoffen den Support zu einer Ansonsten "gering ausgelasteten" Zeit zu erreichen. Dazu fehlen, so man nicht wirklich alle Extras kauft, oftmals "ease of use" Funktionen (abgesehen von den sehr ausführlichen Reporten fehlen oft von der Konkurrenz angebotene "auto" Funktionen). Pros Einfache, klare und für Windows Nutzer selbsterklärend Maske. Gute, wenn auch aufpreispflichtige, Anzahl an channels, relativ stabil. Cons Langsam, egal ob cloud oder serverbasiert, seltene und auch oft Stabilität reduzieren upgrades, "alte Schule" design, völlig zufällige Service Leistung (von problem innerhalb einer stunde gelöst bis zu Woche langem hinundher alles erlebt, in 3 verschiedenen Hotels...). Relativ teuer wenn man volle Funktionalität und Integration verschiedener 3rd party software benötigt. Switched from [Hotline & Case Management](https://www.capterra.com/p/10027857/Hotline-Case-Management/) Mehr channels benötigt, Umstellung der PCs von rein lokal aof lokal und cloud. Review Source EP Emilio P. TURISMO Hospitality Used the software for: 1-2 years ### "da sconsigliare vivamente" December 9, 2025 1.0 sconsiglio l'uso di questo gestionale per le complicazioni che comporta , l'impossibilità in talune circostanze di modificare alcuni errori e la non constante reperibilità notturna del suo servizio assistenza in italia. Pros non trovo al momento un solo dettaglio di questo software da indicare alla sua concorrenza come spunto per migliorarsi. Cons molto lento . troppo lento. progettato con procedure complesse per fare cose che sarebbero . molti dati vanno inseriti in differenti finestre del software. . Switched from [Fidelio ERP](https://www.capterra.com/p/41684/Fidelio/) non mi è stato possibile intervenire in questa scelta aziendale Review Source SR Silvia R. Inhaber Leisure, Travel & Tourism Used the software for: 2+ years ### "Protel Air" June 19, 2024 5.0 Pros Einfache und schnelle Bedienbarkeit auch für Anfänger Cons Preis Leistung passt für kleine Hotels nicht mehr Review Source LD Lars D. Trainee Used the software for: 6-12 months ### "Waiting for a Interface and Protel Germany is unreachable for several moths " May 16, 2017 1.0 Pros Only good thing is that it's a cloud based system. Support from HTS is good but they are depending on protel Germany. Cons Protel Germany is unreachable for several months after more than 250 calls to Protel there was no one who was able to give answer to some simple questions. They always promise to call back but it never happened. At this moment we are still waiting some interfaces Review Source Response from Planet June 2, 2017 Dear Lars, I'm very sorry you had a bad experience with our hotel software and support. This is not what our successful hotel software brand has been built on. Your account shows all issues have been marked as resolved. Some of your 250+ phone calls must have been acted upon! Also, I note that our regional supplier is responsible for your ongoing support and training contracts, getting back to your colleague the very same day he called. The new interface you refer to is non-hospitality specific and subsequently an exceptional case and can not be compared to the 1000+ interfaces protel already provides. This might explain (not excuse) why the process takes longer as usual. Our development team here in Germany was in frequent contact with your developers, supporting them with any technical questions. Your local support partner is managing your project, and are your first point of contact. Thanks for bringing this issue to our attention. Jeremy Armes, VP Marketing EK Efstratios K. Co owner Hospitality Used the software for: 1-2 years ### "Still under development " December 13, 2019 3.0 It’s a system which still needs a lot of development in order to be able to compete with 4-5 stars hotels. Pros What is really good about protel is that it gives you reports on almost everything. So for revenue and any kind of analysis it’s pretty amazing. What I also like is the support team which is always there for you. Cons Pretty clear to me: Protel is not made for large resorts yet. It doesn’t have any real possibility to do table reservations for the hotel, over-bookings are made easily because it sometimes alert you but sometimes not, it doesn’t have a CTD and is quite complicated in the event department. Most troubling is the fact that while growing they made the backend too complicated with staff from the past version contradicting itself to newer features. Review Source TS Toni S. Founder Hospitality Used the software for: 2+ years ### "Not suitable for Hostels" February 5, 2021 3.0 Old fashioned hotel management system Pros Trying to think! Not much after using a cloud based, hostel friendly system! Cons It was not suitable for hostel revenue management. At the time it wasn't cloud based. Not user friendly and radically expensive compared to the cloudbased products that came onto the market while we were using it. The support was expensive too. Reason for choosing protel PMS There weren't that many choices in South Africa at the time. Review Source MM Maggie M. Revenue Manager Hospitality Used the software for: 2+ years ### "Sometimes it was more like Slow-tel then Protel!" December 15, 2021 4.0 Pros Excellent customer support and good reporting are available. Cons As it was cloud-based, so the PMS was pretty slow. Limited functionality and a lot of issues had to sent to Germany to fix - it took months and some was not fixable at all. Review Source WB Wolfgang B. Owner Hospitality Used the software for: 6-12 months ### "What we needed!" June 1, 2019 4.0 Pros Protel Air offers everything our small Resort needs - the Cabin planning is easy to use and the Support is responsive and efficient. It is cloud base and this was one of the main reason to decide for it. Cons As we do not need the invoicing, it should be possible to disable this feature. Review Source HS H S. It Used the software for: ### "Customers service dramatic" March 8, 2016 3.0 Nice product but lots if downtime. Especially the banqueting module mice, is far from operational and our sales team is down for 6 days now and still no answer from out reseller hts and protel germany itself. Bad support... Review Source Response from Planet August 3, 2016 Hello Mr. Schilder, Thanks for liking our product - especially during the stressful time of the technology transition, earlier this year. I find it hard to imagine that you were left for 6 days without an answer - and would like to apologise on behalf of all of us, our partners and the team here at protel HQ, Germany. We are aware of certain communication issues which sadly do affect the perception of our services, from time to time. We are doing all we can to address these issues, and improve upon our communication. Without the continued support of truly amazing hotel customers like yourselves, we would be doing our own brand an injustice. We pride ourselves in delivering that special, personalised spark, which helps you streamline the individual processes in your own hotel business. Obviously, something went very wrong here. I'm glad to see you are still a protel customer, though! Reach out anytime jeremy.armes@protel.net Jeremy Armes Marketing Director DB Damien B. Hotel Manager Hospitality Used the software for: 6-12 months ### "Great PMS" March 14, 2019 5.0 Pros We recently changed from Portal on prem. to the Air version. The possibilities are amazing. We had great support from their partner "Flow". Cons We would like to have the "pickup repport" option. Review Source CB Christine B. Regional Revenue Manager Hospitality Used the software for: 6-12 months ### "Intuitive Technology " April 9, 2019 5.0 Love how quick and easy I can access and drill down through screens and information Pros The ease and simplicity of accessing my hotels information Cons Does not have a lot of group reservation functionality Review Source VM Vincenzo M. Manager Hospitality Used the software for: 6-12 months ### "Server frequently out of order" July 28, 2019 1.0 Pros Nothing nothing nothing. Regret purchase Cons All product is not good. Server out of order for very longtime Review Source JH Job H. Directoru Used the software for: ### "After four months we choosed another product" April 2, 2015 1.0 We had many problems with this software. All the interfaces with keycard system, POS and financial packet where not functioning. Both implementation partners HTS/Econostra and Protel Germany could't help or didn't want to help. Another client of this software descripted it well. As long as you have a small hotel with no banqueting and interfaces this product is OK otherwise not. Review Source Response from Planet April 10, 2015 Dear Job, thank you for your feedback. Our systems are used by more than 12.000 hotels of any size and kind in more than 80 countries world wide. We hear with regret that our software was not conducive to your operations. Best regards, Manfred Osthues protel hotelsoftware GmbH Germany hA hamid A. CEO Used the software for: ### "Protel is the Best" July 17, 2014 5.0 a simple comparison between the most best Hotel Software solutions, shows that Protel is the best from the both technical and pricing point of views. Review Source Similar Products Featured