Why We Chose Hostaway After A Demo of 10 Property Management Systems

When Homevy began searching for the perfect property management system, we knew we needed software that would scale with our ambitions in Dubai. We’ve tried Guesty, Uplisting, Avantio, iGMS, Hosthub, Hospitable, Hostify, and Doorloop. After weeks of demos and feature comparisons, Hostaway emerged as our clear winner.

In this review, we’ll share our candid experience—what impressed us from the start, where we’ve encountered challenges, and ultimately, why we entrusted our business operations to this platform despite its imperfections.

Finding the right PMS is a decision that impacts virtually every aspect of a property management company’s operations. Choosing poorly can result in inefficiencies, limitations on growth, and frustration for both staff and clients. We’re sharing our evaluation journey to help other property managers make this crucial decision with confidence.

First Impressions of Hostaway

When Hostaway appeared on our schedule, we didn’t have particularly high expectations. It wasn’t the most talked-about option in the industry, but we were committed to being thorough in our search.

Photo by Hostaway

Our initial reaction to Hostaway was surprisingly positive. From the moment the demo started, something felt different:

• A clean interface that balanced functionality without being simplistic
• Intuitive calendar management that seemed both powerful and user-friendly
• Comprehensive channel management capabilities without overwhelming complexity
• A dashboard that provided meaningful insights without information overload

The interface projected both professionalism and usability—a rare combination that suggested Hostaway understood the practical needs of property managers while respecting the importance of user experience.

Demo Insights: Seeing Hostaway in Action

During our demo with the Hostaway team, we had the opportunity to see the system handle real-world scenarios. We paid close attention to how the representative navigated through daily operations, noting the efficiency of workflows and the interconnectedness of different modules.

Our operations team lightned up when they saw how tasks could be assigned and tracked. Our guest relations team loved the unified inbox. Our finance department nodded approvingly at the reporting capabilities.

“This might actually work for us,” we whispered to each other as the presentation continued.

Throughout the demo, the Hostaway interface remained responsive and intuitive. The representative moved through different tabs effortlessly, showing how the system minimized clicks for common tasks and provided logical paths between related functions.

Key Features of Hostaway

Photo by Hostaway

After thorough evaluation, several features of Hostaway stood out as particularly impressive:

1. Balance of Features and Usability

Hostaway provided everything we needed without overwhelming complexity. The system struck an ideal balance between:

• Comprehensive functionality to handle all core property management tasks
• Intuitive interface that didn’t require technical expertise to navigate
• Logical organization of features based on actual property management workflows
• Customization options that allowed us to adapt the system to our specific needs

This balance was refreshing after seeing platforms that were either too simplistic to support our operations or so complex they would require dedicated specialists to manage.

2. Good Channel Management

Hostaway’s channel management capabilities aligned perfectly with our multi-platform strategy:

• Direct connections to all major booking platforms we use
• Smooth synchronization of availability and rates
• Centralized management of property content across channels
• Efficient handling of booking modifications and cancellations

For a growing company like Homevy, this robust channel management framework promised to eliminate double bookings while maximizing our properties’ visibility across all relevant booking platforms.

3. Good Mobile Functionality

Hostaway’s mobile app was a standout feature:

• Comprehensive functionality that mirrored the desktop experience
• Ability to manage properties and communicate with guests on the go
• Real-time notifications for new bookings and messages
• Efficient task management for teams in the field

For our team frequently moving between properties, this robust mobile functionality meant we could maintain operational excellence regardless of location—a critical factor in delivering responsive, attentive service to our guests.

4. Good Pricing Structure

Hostaway’s pricing model was reasonable:

• Competitive base pricing that scaled appropriately with property count
• Transparent fee structure without hidden costs
• Value-aligned pricing that reflected the functionality provided
• Cost scaling that reasonably matched our growth projections

This pricing structure offered a welcome contrast to some competitors (like Guesty) that seemed to charge premium rates without delivering proportional value.

Reality Check: Where Hostaway Falls Short

No software is perfect, and Hostaway has its share of issues that only became apparent with daily use:

1. Owner Dashboard Limitations

What looked comprehensive in the demo turned out to be less intuitive for our property owners:

• Many owners reported difficulty finding the information they needed
• The dashboard is cluttered with details that most owners don’t care about
• It comes Hostaway-branded, like Hostaway is the property manager rather than Homevy (which eventually pushed us to build an owner dashboard in-house)

2. API Documentation Challenges

Our tech team has struggled with the API documentation. Documentation is often vague or outdated, and some features/parameters aren’t documented at all (like the “Calendar” dateType in the finance calculated report endpoint). Also, implementing custom features took longer than anticipated.

3. Channel Synchronization Difficulties

Importing and exporting data to booking channels sometimes feels tasking:

• Unclear timing on when changes will appear on external channels
• Limited visibility into synchronization errors or issues
• No reliable way to troubleshoot when things go wrong
• Occasional synchronization delays that can create operational challenges

4. Slow Customer Support

Perhaps the most frustrating issue has been the response time from customer support. Simple questions can take days to receive answers. Support tickets often get passed between multiple departments.

For example, when our technical team opened a support request regarding a non-working coupon code, Hostaway’s Technical Support Manager replied after one day, then passed it to someone from the technical support team (another day’s delay), who then passed it to their internal API team—leaving us waiting for days for a resolution to what should have been a straightforward issue.

Hostaway’s Implementation and Adaptation

Despite these challenges, Hostaway’s implementation went relatively smoothly. Our properties were imported without major complications, and our team was trained on core functionality within a reasonable timeframe. Soon enough, we began enjoying the benefits of automation and centralized management.

For the first few weeks, it felt like we’d found our perfect match. Then reality set in, and we began discovering the limitations mentioned above. However, we’ve been able to develop workarounds and adaptations that allow us to leverage Hostaway’s strengths while minimizing the impact of its weaknesses.

Conclusion: Hostaway Remains A Worthwhile Choice Despite Imperfections

After evaluating 10 different property management systems and using Hostaway in daily operations, we remain confident in our choice—not because it’s perfect, but because it offers the best available balance for our specific needs.

What sealed the deal with Hostaway was its unique combination of comprehensive functionality, thoughtful design, and reasonable pricing. The system demonstrated a deep understanding of property management operations, from the granular details of daily tasks to the broader challenges of scaling a business.

So, if you’re managing short-term rentals and want a system that can keep up without slowing you down, try Hostaway.