1.                  Misreporting allocations

2.                  Monthly revenue reports generate different data depending on the report generated. 

3.                  Availability is often incorrect and prevents my staff from booking reservations.

4.                  Cancellation policy does NOT print on the confirmation letter nor the confirmation email.    
            Policy is unknown to guest services with this system.

5.                  Group function is poorly designed.  Room allocations are unnecessarily manual. 

6.                  ALL operations are extremely slow.

7.                  System does not follow an intuitive progression for checking in a guest.

8.                  System does not follow an intuitive progression for making a reservation.

9.                  System requires numerous amounts of unnecessary clicking and pointing with regards to
            checking in and reservations.

10.              Assigned rooms (not occupied) shows up on the housekeeping list.

11.              System reports “unhandled exception error” when making reservation.  Tech supports
            response was that this is a known issue and will be addressed in the next update.  We were
            updated since then on 4/15 and the issue is still there. 

12.              The inability to have notes printed out on the housekeeping list.  (Such as crib or 
            rollaway request, do not disturb requests, linen change, ect.)

13.              Inability to post misc charges for faxes and copies for non- guest clients.

14.              Print on the reports (especially housekeeping report) is too small.

15.              Total amount of guest charges that is reported on the screen during a checkout is too small. 
            Ten or 12 point fonts are not sufficient for an important part of checkout.

16.              Reports in general are not well designed.  Lots of white space which translates to several
             pages.  Reports should be designed to fit on 2-3 sheets of paper for them to be functional.

17.              User interface is poorly designed.  The system requires clicking on tiny little pictures on the
            screen to access the most used functions. 

18.              Being Green.  Myportal has a link on the home page suggesting Wyndham is making an
             effort to reduce the toll pollution has taken on our planet.  Softhotel could simply
             be “GREEN” be allowing a linen change schedule.

19.              Button on the screen should have titles obvious to the user.  For instance, on the home
             screen there are 3 different buttons with slightly different pictures of computers and 2
             separate buttons with pictures of envelopes. 

20.              No way to cancel the Cash function at check in or on a reservation once the post window is
            open.  There is a “Cancel” button, but it doesn’t function, you are forced to post an amount
            and then you have to edit it out. 

21.              The system is not “seamless”.  I still have to check Travel agent commission reports,
            monitor Wyndham Rewards free night stays and bill for them, and Monthly Franchise
            reporting. 

22.              Groups are now being booked through CRS and I am getting no notification.  This affects
            staffing and ordering supplies.  Now I constantly have to monitor reports to stay on top of
            my room inventory.

23.              The “Arrivals” report includes guest that will be in house that day, which makes the reports
            confusing and difficult to read.

24.              There is no way to set up a weekly rate in the system.

25.              Making multiple reservations for different dates is difficult and time consuming.  Also, you 
             must ask for the guests credit card for each new reservation made.

26.              When editing rates the system locks up often and requires that the system be re-booted. 

27.              Inability to check in a sub room if master has not checked in prior.

28.              Inability to over-ride inane functions such as the previous.  The system is telling me what I
            can and cannot do – it should be the other way around.

29.              Takes almost 5 minutes to change rates for a 6 month period of time

30.              Cancelation policy is not visible on screen when making a reservation – my staff has no idea
            what the cancelation policies are for any given date because the system isn’t showing it.

31.              Manually have to change rooms to tax exempt – the system should do this automatically
            after a guest has stayed 30 days. – One more thing I have to manually track

32.              I still cannot print a receipt for an extended stay guest.  The system populates huge receipts
            consisting of hundreds of pages – this is absurd.  Guests expect to be able to get a receipt
             upon request.  UPDATE:  I had a guest that stayed with us for 35 days.  At checkout the
             system populated a 38 page receipt.  I understand that this is a "known issue" but it is one
            that needs IMMEDIATE attention.  In a society that is more and more "Green"
            conscientious, a receipt of such excessive length is environmentally unfriendly and 
            unprofessional. 

33.               The inability to change each days’ rate while making the reservation or at check in. 

34.              If I increase a rate in the system, and make any type of modification to an existing
            reservation it changes that guests rate which results in rate adjustments later.

35.              The system should charge room rate and taxes at check-in.  Training my staff to remember
            to post room charges for pre-audit Check-outs and post-audit Check-ins confuses them.  It is
            unnecessarily complicated and could be simplified by posting the charges at check-in. 

36.              I want the ability to pick and chose which functions my staff has available to them.  I do not
            want them to have full manager access -- I cannot do this with this system.

37.              The detail function when looking up a reservation is too difficult to decider. 

38.              Travel agent and 3rd party websites do not require zip codes yet Softhotel does.  Tech
            support told me to use a local zip code and leave a note on the reservation to get the correct
            zip code.  This is not an acceptable solution.  My staff will invariable overlook the note and I
            will not have a proper address. 

39.              The system does not save phone numbers in history.  Frequent Wyndham Rewards guest get
            upset when we ask for a contact number each time they stay. 

40.              There is no Postage option on the folio for the guest charges.  Guests leave things in hotels
             often.  I would like to be able to track how much money is being spent on Postage each 
             month and Miscellaneous is too broad a category to track. 

41.              Training guides are lacking import functions; for example, No-Show procedures. 

42.              Backdoor changes to the system are done and we are not notified of these changes.

43.              Front desk manager property access does not have the power to change/ update rates.

44.              Walking in multiple rooms – system does not print Registration Cards.

45.              The Search function is not working properly (7/8/2008). 

46.              System reports ADR as being higher than it actually is. 

47.              Direct Billing statements lack sufficient information. 

48.              Credit Card Transactions Report lists account numbers rather than room numbers; which
             makes it difficult to find an error if one has been made.

49.              Cash function is very confusing for staff.

50.              System asks you to check out canceled ‘SUB’ rooms when checking out the Master.  Tech
            Support has to override this function.  It cannot be done from the property.

51.              Several of the Property Access options for the staff are not functional.

52.              Cannot remotely log into system.

6/12/08:  This week many of the Super 8 owners who were using IPTU have received a letter threatening default if they do not sign up for the Softhotel PMS.  It states that if you do not sign up they will bill your account for standard installation and force you to pay for the system.  Despite our pointing out the problems with the system and the fact that there are many issues that have not and cannot be resolved by their hier level technicians, Wyndham is forcing franchisees to buy this software at an exhorberant price.  Its all about generating Triprewards Revenue and franchisees on IPTU pay very little.  They actually only have to give the 5%  extra royalty to Triprewards members who show their card (How its supposed to be).  We have put together a letter that can be downloaded from the site and can be edited by members in order to send in site specific information to Wyndham.  Many of our colleagues on HSS and other systems will receive this threatening letter soon so they should not be surprised. 

6/12/08
Below, you will find a letter that O8A members can copy and edit and then send into Wyndham regarding SoftHotels and why we as franchisees are not comfortable risking our revenue.  Further, below this letter are the issues outlined and then further the responses from a Wyndham Softhotel technician.  The issues are black and white and the problems must be resolved before a complete rollout.  The problems with the software combined with the excessive costs are the issue.

Download the MS Word Doc. SoftHotel Letter for Wyndham Here 

June 13, 2008

To,

Wyndham Hotel Group
Attn: Jeff Edwards
Chief Information Officer,
1 Sylvan Way,
Parsippany, NJ - 07054

Re: Softhotel Installation for Super 8 Site # _________

Dear Jeff,

With reference to your notice dated June 09^th 2008, we would like for you to understand that our current systems were updated three years ago.  My property had paid $3,000 at the time of installation.

Your notice states that we would have received a $3,000.00 credit for IPTU and a discounted regional price, had we signed up earlier. But unfortunately, no dollar amount has ever been provided to my property.  Your earlier quote for my property to sign up was approx. $17,000.00 which also included a $3,000.00 credit for IPTU.   It has been brought to my notice that similar properties such as mine with 45 rooms have been paying $10,900.00 for the same system.  Although, I do not agree with any of these excessive costs, I do find the range in quoted prices to be quite extreme.

Also, the fact that you will charge $2,000.00 extra on top of the quoted price is not agreeable to us. As I had requested earlier, we can connect these systems ourselves.  I do not know why we have to pay $3,800.00 or more to someone for just connecting the computers.  Individual hotel owners can perform their own computer setup.   I understand that the rest of the installation is done over the phone.  The quoted training charge for Softhotel is also excessive.

I fail to understand why Super 8 is insisting on updating our system.   Especially, since we have noticed that there are numerous flaws in the Softhotel system that as of today continue to plague those utilizing the software.  E.g. a) Soft hotel is very slow and takes approximately 4 to 5 minutes to process a check in, compared to the normal time of a minute in our current system. b) Softhotel does not have any credit card interface except SDC and this has put hotel owners under a vulnerable situation since SDC has been charging enormous annual fees and charges installation fees every time there is a change of banking details. c) The rates are not presented correctly and the software has numerous problems while displaying different rates in the same week.  d) If you move a guest from one room to another, it takes several minutes for the software to update.  On many occasions, we do not have time to waist for the system to update a minor change.  These and many other problems have not been resolved by your technical team.   In fact, they are aware of the problems and continue to tell us that they are working on an update for these issues. 

I do not understand the rush to force motel owners to buy this expensive system which is filled with so many flaws, when we are content with the current system. No guarantees have been provided in any of your information or even this notice that we will not be required to upgrade from Softhotel in the near future.  As we have seen with Wyndham, we continue to be forced to implement different software solutions.  We are the only chain that has multiple software solutions being utilized simultaneously. 

Please note that as franchisees we are obligated to the franchisor to comply with their policies as long as the policies are fair and do not penalize franchisees for no fault of their own. We cannot sign up for Softhotel for the following reasons: 

1)      The software is flawed as is evidenced by those currently using the software.  It will put our business at risk by dramatically increasing our check in time and the flawed system will also prevent us from exercising our revenue management techniques, which will in turn result in loss of revenue for the property and the brand.

2)      Different hotels with the same number of rooms have been charged different prices. No explanation is given as to why I would have to pay $17,000 for my motel while another motel in a similar situation with a similar number of rooms will pay $10,000

3)      I do not pay any money annually for the interface on my existing system. Also, other motel owners with HSS and MSI do not pay any extra monthly fees for processing credit cards through their system. With Softhotel, we will end up paying an extra $50 every month plus the installation and maintenance charge from SDC for using the credit card interface.

4)      No monthly recurring charges have been provided in your notice. However, it has been brought to my notice that the monthly charge will be up to $200.  This does not include Direcway charges of $160/month or SDC charges of $50/month.  This along with the initial fee for software installation will put a hotel like ours with 45 rooms into enormous financial stress. These monies could be spent on improvements for our motel which will be a better investment for both the brand and for our motel.

5)      Our franchise agreement does not mandate that we installing Softhotel which is a flawed PMS which will result in negatively impacting my business.

I would like to take this opportunity to bring to your attention that we have been with Super 8 since           , and never had a default.  Forcibly invoicing my property without installing the system will be a violation of any basic accounting practices and will violate my rights as a franchisee.  To turn my hotel off the reservation system while I am paying my franchise fees, will be another violation of my rights as a franchisee.  Some may even deem this a criminal offense.

I respectfully urge you to issue a letter repealing this notice as soon as possible.

 Respectfully,

 ____________________

cc: John Valletta
cc: Chris Demetriou
cc: FAB
cc: FSM

See the information below regarding issues with SoftHotel: