First of all, when you have an urgent issue, there’s no phone number to call and no fast email support. Responses often take 48 hours or more — and sometimes they don’t even answer the actual question, or they just say “watch the videos” (there are hundreds of them).
On top of that, new “features” like Rezzi guest messaging are being added, but they charge $10/month per unit for it — while other property management systems include similar tools for free.
It really feels like every new integration or feature ends up being something OwnerRez profits from separately, instead of improving the core platform for users. It seems they’re more focused on adding paid add-ons than on actually enhancing the software itself.
This is disappointing, especially for those of us who have been loyal users for years and simply want OwnerRez to keep improving instead of charging extra for basic features that should already be included.
Thanks for the feedback on support, Guillermo. I'm truly sorry you feel that way, because we pride ourselves on our support - being One Touch Solve and People First.
You are right that we don't answer the phone live because we prefer good support over fast support where we have to pick one or the other. It is not possible to provide good One Touch Solve support by answering the phone, and all of our competitors who claim to do that (with their "Account Reps" and so) demonstrate that every day. You get someone who answers, but that person cannot actually answer your questions so they escalate or say they will get back to you and it's days later.
Our email response time is around 1 business day most of the time, though holidays/weekends certainly change that. We are not satisfied with the speed yet, but we do focus on it and have improved many things that we are proud of.
Have you used our Rezzy support chat yet? Look for it in Help > Ask Rezzy here on the www side. It's quite good, completely natively buit by our team, and a sign of where we are going. We anticipate this providing even better faster support where email/phone could not possibly match. Check it out!
Re:pricing, rest assured that we take pricing increases and add-ons very seriously, and we spend a lot of time discussing the best way forward. AI is very expensive to operate. Our data center costs have doubled several times over the past few years with major increases from AI alone. Every time a guest message is processed or a sentiment is created, there is an AI cost from that, and we are doing that many thousand of times per hour.
Similarly, many of our new integrations have cost a lot of time and money to develop, and some have ongoing costs. We have not increased the base price in 3 years, as we promised to wait a few years and only increase when necessary, but that time is coming up as well. We are considering rolling more items into the base, but aren't sure yet which way we are going to go.
I could write out a long list of improvements that we have made over the past months and years for the base service (excluding add-ons), so it's not fair to say that our strategy is to charge for things separately instead of improving the base service. We have made vast improvements outside of the premiums.
A lot of thought and discussion is being spent on pricing, so please know that we care about the issue as well.Thanks for raising the discussion.
I’m sorry, but I completely disagree with what you said.
The customer support is not good at all, and there’s absolutely no real follow-up with clients.
For example, a few days ago I checked why I wasn’t getting any reservations from Booking.com, and it turned out that Booking.com had deactivated my account, while in OwnerRez it still showed as connected and “working perfectly.”
I’m paying for a software to make things easier and more efficient, yet I constantly have to double-check everything manually.
The cleaning management system is very poor, the accounting section is incomplete, and I honestly feel that you don’t listen to your customers.
What I mentioned about monthly pricing with PriceLabs is something I’ve been bringing up for years — and OwnerRez is still the only software that doesn’t allow different monthly rates when using PriceLabs.
