RoomRaccoon Hotel TechAnmeldelser 

We reported issues with their reporting feature. And waited over a month for them to correct it "check every day on our end to see when it would be available". Basic accounting data. After many issues we opted to leave.
The only option available to me, was to raise a ticket with Rocco the bot. I put our cancellation request in writing, and they kept insisting I had to accept a call to see if they could retain our business. All of a sudden, a real person is available to speak to me. And they are insisting I have to Explain Myself on the phone? Holding me hostage by my direct debit. The icing on the cake to a terrible customer service.

The sales pitch for RoomRaccoon was excellent—promising streamlined processes, reduced workload, automation, and a seamless transition from our previous system.
Unfortunately, the actual delivery has been the opposite.
The migration from our previous channel manager was extremely poor. Key details were missing, including payment information, and many bookings contained spelling errors and incomplete guest data. Of the 100+ bookings transferred, every single one required manual review and correction.
Initially, I hoped this was an isolated issue with our implementation, but the challenges have continued. Listing our property on a new OTA took an entire month, and the process was unnecessarily tedious and complex. Integrations with local OTAs are not fit for purpose, with only a very limited selection supported.
There are also ongoing system inaccuracies—bookings from certain OTAs are captured incorrectly in the calendar, and commission calculations are often wrong. These issues continue to add up.
Customer support has been equally frustrating. It is no longer possible to open a support ticket directly; instead, all queries must go through an AI chatbot. What should be a simple 30-second task now takes 15–20 minutes, sometimes even longer.
Billing support is effectively non-existent. Emails go unanswered for months, and invoices frequently contain errors.
RoomRaccoon is an expensive product, and as an EU-based company, invoices do not include VAT that can be reclaimed. At this price point, one would expect a reliable, polished, and efficient platform that genuinely simplifies operations. While it may offer some value for larger properties, there are far more effective and user-friendly solutions available for properties with fewer than 10 rooms.

We have been with this company for the last 3 years since our previous PMS was sold to them. When onboarding they were great with customer service but once that was done they don't want to know about your issues with the product. All they want to do is sell you an upgrade and they schedule calls for that but never to fix the existing issues. Ie. you can check a new guest into a room without checking out the previous guest!! Since Jan 26 they are doing something in the background of the system that is affecting the front end of the system, things were randomly changing like they changed our deposit request amount from customers, they changed the name on our account and then said our registered address didn't match the name on the account, as it turned out the CEO did changes in the background!! We then waited months for them to correct the name on our annual invoice so we could pay, they eventually sent it yesterday and then proceed to lock us out of our account today due to no payment of the invoice!!!! Not even giving us 24hrs to pay after they took 3 months to sort it?
Also we were told we can use the "staging area platform" if we wanted to - This is the test environment???? Why would users be allowed access to the test environment??
The customer service team does not seem to be trained well at all and you are not allowed talk to anyone else in the company as they don't have phones!!! I was contacted a few weeks ago by Andrew Brady Snr Account exec with RoomRacoon who said he was working in the Irish office and I thought great a local contact, turns out he only wanted to talk to me about giving a positive review for RoomRacoon for Irish clients - he didn't even do his due diligence and look at all the tickets we have logged this year already and how many are outstanding. When I explained that I wouldn't be able to provide a positive review he was all like "lets get to the bottom of this and setup a meeting to discuss" and that was the last I heard of him.
So as you can see I would steer clear of this company. I am off to find a new provider.

0 communication.

We have been dealing with a system issue for 8 days now, and there has been absolutely no communication. No updates, no follow-up, nothing.

We run a hotel that operates 24/7 and we rely heavily on RoomRaccoon. This situation is simply unacceptable and, honestly, very disappointing.

We are trying to finalize our monthly figures, yet we cannot even rely on basic system functionality.

This level of service is not what you expect from a professional partner.

Terrible!!! Nobody taking care about.. Everyyear they raise the price, the sent the invoice and if you don't pay immediately they block your account.
In my case, we paid but they blocked the account and they don't answer!!!

!!! FINGER WEG!!!!
!!! 4 Mal innerhalb einem Monat Offline !!!!
Wir haben seiz jetzt 4 Jahren das größte Software-Paket gebucht und auch unsere Homepage läuft bislang über RoomRaccoon. Derzeit erweitern wir unser Angebot und auch entsprechend die Homepage, die dadurch offensichtlich völlig überfordert ist. Statt abhilfe zu schaffen wird mseitens Roomracoon an irgendwelchen Seitebuildern rumgepfuscht und upgeloadet ohne sicherzustellen welche auswirkungen das hat.
Unsere Homepage ist derzeit zum 4ten mal (!!!!) in diesem Monat nicht erreichbar- also: keine Zimmerbuchung, keine Tischreservierung, kein Veranstaltungsverkauf!!!!
Es ist jetzt Saonntag, unsere Homepage ist nach einer unangekündigten Änderung seitens Roonraccoon seit Freitag Mittag nicht mehr zu erreichen - erfahrungsgemäß (aus den letzten 3 vorhergehenden Seitenausfällen) passiert bis Montag Mittag garnichts und wenn, dann auch erst nach erneuten Anrufen über eine Warteschleifen-Hotline oder ein Ticket das man öffnen kann das aber dann oftmals ergebnislos und unkommentiert geschlossen wird.
Es gibt keinen direken Ansprechpartner nur eine Hotline-Nummer.
Die Ausfälle ereigneten sich nachweislich immer wenn seitens RoomRaccoon irgendwas verändert wurde.
Diese (ehrliche) Bewertung bleibt bestehen bis diese erneute Störung behoben ist und ein persönliches Gespräch diesbezüglich stattgefunden hat.
Jochen Würtheim
Boutiquehotel Weinforum Franken bei Würzburg

Avoid RoomRaccoon.

We were pushed into signing under pressure a „soecial“ that would expire in 48h and had to pay a full annual fee upfront to access the discount — with no trial period offered.

The system did not deliver on its promises. We experienced multiple errors and double bookings, leading to overbookings and operational headaches.

Cancellation was handled poorly and arrogantly, and nowhere is it clearly communicated that annual fees are non-refundable. Despite not using the system for long, they kept the full amount and even issued an additional invoice for Google Ads.

This experience does not align with basic consumer fairness based on SA consumer protection regulations.

Stick with a provider you trust — don’t fall for the sales pitch.

Niet aan beginnen. Komen steeds nieuwe niet werkende innovaties bij. Hier moet je vaak ook weer voor betalen. Je hebt hier geen keuze in. Koppelingen werken niet. Restricties haperen. Al met al koste roomraccoon ons gewoon heel veel ergernis, tijd en geld. Support is vervolgens belabberd. Je wacht meestal dagen/weken en ja zelfs maanden op antwoorden van iemand uit Spanje, Portugal, Zuid Afrika, you name it. Hoewel ze beloven op hun site binnen 8 uur te reageren. Dit is absoluut een leugen! daarnaast zijn de antwoorden vaak ook nog eens irrelevant. De kennis ontbreekt duidelijk bij support. Diegenen met enige kennis van zaken vertrekken constant en tref je vervolgens bij andere aanbieders. Al meermaals ontdekt tijdens onze overstap! Minimaal 3 ex werknemers aan de lijn gehad die inmiddels bij de concurrent werken! Ik wens niemand een Roomraccoon ervaring toe. Vandaar deze waarschuwing! Wees gewaarschuwd!!!

We are working with this company for the last 3 years. The customer service is horrible since all time is for fault. Recently a new Manager on the Portugal office was a very aggressive at BTL Lisbon.

Een jaar geprobeerd maar nu afscheid genomen.

Helaas werkte veel koppelingen niet of niet volledig.
Of waren überhaupt niet mogelijk.

De support was een chaos en gaf veel frustraties.
Veel wisselende succesmanagers gesproken maar slecht bereikbaar en geen vaste contactpersonen.

Het heeft ons een jaar van frustratie, heel veel extra werk, overboekingen en gemiste omzet gekost,

We zijn blij dat we er weer van af zijn.

Fomos clientes durante mais ou menos 6 anos; depois saimos para experimentar um outro Channel Manager...correu muito mal... depois experimentámos 1 mês mais um Channel Manager... ainda pior !! É agora que decidimos voltar ao Roomraccoon - que , sem dúvida alguma - é um all -in-one que funciona e tem humanos para falar ! Estamos muito contentes de a Roomraccoon nos voltar a acolher e o Fábia voltar a ser o nosso account/ success manager. Os nossos parabéns á Maria e ao João Brito. São fantásticos e muito profissionais. Muito obrigada Roomraccoon :-)

We've been using RoomRaccoon for a year now, and their customer success support and guidance have been invaluable in ensuring we get as much value as possible from the platform. I highly recommend Ashlene on their customer success team, who has always been generous with her time and expertise.

Well, in the beginning it was difficult because I wasn't train on the system but as time goes with the assistance of the support team I managed to know the system..Now i am a PRO yay. I guess my experience on different systems helped me a lot. Just want to say thank you to Siya,Leanne, Ashleen you Rock. If it wasn't for this 3 ladies and of course Jade was a star too I wasn't gonna enjoy the system..Ashleen thanks for the extensive training on the Revenue part..I have learned a lot. Thanks for upgrading my skills. We can just go from strength to strength from here🥳🙏👍

The staff are amazing and there is a huge amount of value in the product

Had an excellent online meeting with Ashlene today. Lots of useful and value adding information.

Sehr einfach zu bedienen, obwohl umfangreich. Kompetente und freundliche Mitarbeiter.

Telefoon word niet opgenomen!! :(

Super zuverlässig! Ich würde kein anderes System mehr verwenden

Unfortunately, our experience with RoomRaccoon has been very disappointing.
Customer support is slow and unresponsive, and when a reply is received, it often lacks clear or effective solutions.

In addition, the system suffers from frequent technical issues that negatively impact daily operations. These recurring problems have caused unnecessary delays, frustration, and loss of valuable time.

For a platform designed for the hospitality industry, reliability and strong support are essential, yet RoomRaccoon falls short in both areas.
Overall, we would not recommend this service to businesses looking for a stable and professional system.

A huge scam. Promised the world. Setup was amazing. Then the problems started. The after sales care is non existant, nobody wants to know. Literally cost us thousands. Avoid, avoid, avoid!