Innkeeper’s Advantage
By Impactiv, Inc
Innkeeper’s Advantage typical implementation:
Initial consultation: Assessment of property needs and demonstration of features; determines which modules and integrations to use.
Contract agreement: Service agreement finalized, pricing plan selected, and details clarified.
Property and website setup: A Custom website is built, or reservation widget is added to an existing site; room details, rates, packages, and images are uploaded.
Channel and OTA integrations: Connections to platforms like Booking.com, Airbnb, TripAdvisor, etc., are configured for seamless calendar and rate sync.
Payment processing setup: Online payment gateway setup (PCI compliant), e-signature, and POS integration are enabled.
Staff training: Users receive guidance in using the calendar, communication tools, rate management, and reporting; may be conducted via phone, email, or documentation.
Testing: Trial run of the booking engine, calendar sync, and guest workflows to ensure smooth operation.
Go live: System is launched for real guests, with real-time support provided during rollout.
Innkeeper’s Advantage can be extensively customized to fit specific business needs, offering a variety of configurable options and modules. Here are several data-backed customization points:
Custom website design: Professional, fully branded websites tailored to the property's style, amenities, and guest target market.
Customizable booking forms: The system allows editing of reservation forms to capture property-specific data and guest requests.
Flexible rate and yield management: Set rates by season, length of stay, events, or use complex pricing rules and override settings as needed.
Packages and specials: Create and manage special offers, packages, and add-ons customized for different guest segments or seasons.
Individual room & inventory setup: Configure room types, photos, descriptions, and inventory uniquely for each property.
Custom promotions and coupon codes: Generate property-specific discounts, BOGO offers, and custom coupon codes with flexible redemption rules.
Personalized guest communications: Set up automated and/or manual emails or SMS messages with unique pre-arrival, in-stay, or post-stay content.
Advanced guest profiles: Track and utilize custom guest fields like preferences, birthdays, anniversaries, and notes for personalized service.
Channel management customization: Enable only the OTAs/channels relevant to the business and customize sync rules for each.
Integration with other systems: Connect to custom POS, accounting solutions, smart locks, and revenue management tools as needed.
Custom analytics and reporting: Generate and export custom reports on performance, taxes, guest segments, or channel contribution.
Custom branding: Apply unique logos, color schemes, and domain settings across the reservation and guest experience workflow.
Innkeeper’s Advantage provides new users with hands-on training, onboarding assistance, and comprehensive ongoing support to ensure a smooth start and continued success with the system. Training often includes live online tutorials, access to instruction manuals, and release notes for understanding new features. Support is available via phone, email, and online documentation.
Upon account creation, new users receive login information and can schedule live online tutorials to learn system features.
Instruction manuals and release notes are available within the platform to guide users through updates and functionalities.
Custom onboarding calls and personal walkthroughs are provided to help users set up their websites, configure reservations, and understand rate management tools.
Users report that the team is patient and explains features thoroughly, even for those who are less tech-savvy.
Innkeeper’s Advantage offers professional, courteous support by phone, email, and extensive online documentation.
The support team is known for quick response times and proactive assistance, helping with questions, troubleshooting, and technical challenges.
Users can resolve issues promptly and receive help with system usage, marketing, and website maintenance.
Ongoing training is available as part of updates and feature releases, including the option to schedule additional tutorials as needed.
Users consistently praise the support and training, describing the onboarding process as thorough and helpful.
The support staff is patient, responsive, and willing to address even off-topic questions or emergencies.
Innkeeper’s Advantage implements multiple security measures to protect user and guest data, including PCI compliance, GDPR compliance, secure data storage, and strict access controls.
The platform is PCI compliant, ensuring credit card processing and payment data meet strict security standards.
Innkeeper’s Advantage is GDPR compliant and has dedicated policies to safeguard personal data for EU guests and beyond, applying strong privacy protocols for all users.
Personal data is stored on secure servers, with technology safeguards and structured back-up processes in place.
Guest data is never shared with outside entities except when required for reservation processing (such as payment processors).
Access to sensitive data is limited strictly to authorized employees and Innkeeper’s Advantage support staff, and only on a need-to-know basis.
Innkeeper’s Advantage regularly releases software updates based on user feedback and market research, with notable feature upgrades in version releases such as Version 3.6 in late 2024. Updates are managed through a secure user portal, where customers can read release notes, view the latest instruction manuals, and schedule live online tutorials to learn about new features.
System updates and feature enhancements are ongoing, with major version updates documented and communicated to users when released.
Continuous improvements are implemented to address new needs and maintain competitiveness in the travel and lodging market.
Users are notified of new updates and receive secure login credentials to access the client portal for updated details and documentation.
Release notes and updated manuals are provided for each new version, ensuring that all users can familiarize themselves with changes.
Innkeeper’s Advantage’s policy is that the website domain, content, design, and data all belong to the property owner, not the software provider. Data portability is supported: if a client stops using the service, Innkeeper’s Advantage provides an HTML copy of the site, images, domain information, and transaction records, ensuring that users can retain and migrate their data elsewhere if desired.
All website domains, content, designs, and data hosted on Innkeeper’s Advantage remain the property of the subscribing inn or hotel owner.
At the end of the service, owners receive comprehensive exports of their website and booking data, upholding full ownership rights.
Users can back up or download their data at any time via the platform, which allows for 24/7 access to their reservation and site information.
Upon leaving the platform, users are provided with an HTML version of their website, images, domain details, and all transaction records, ensuring straightforward migration to other systems.
Innkeeper’s Advantage offers highly flexible scaling terms that allow properties to upgrade, downgrade, or adjust their subscription as organizational needs change, with minimal restrictions and transparent pricing adjustments.
Properties can easily add rooms, manage multiple sites, or include additional features (such as channel management, guest messaging services, and marketing) for extra fees.
Add-ons like automated text messaging and additional marketing modules can be included as needed.
The subscription is monthly, so properties may scale down services, features, room count, or add-ons at any time with billing reflecting the current usage level for the following billing period.
Users can opt to use only the stand-alone reservation system (“Book it Now”) or remove modules as necessary if requirements decrease.
Service adjustments (both up and down) are handled flexibly and can be made directly via account management or with support assistance.
Innkeeper’s Advantage operates with a no-long-term contract model and offers highly flexible cancellation terms, allowing properties to discontinue their service at any time without penalties or lengthy commitment periods.
There is no mandatory long-term contract; service is generally ongoing and continues until the owner chooses to discontinue.
Service contracts do not automatically lock users into extended renewals, reflecting a "cancel anytime" approach.
Full details of renewal and termination procedures are provided before signing up, ensuring transparency.
Properties are free to cancel their Innkeeper’s Advantage subscription at any time with no cancellation fee.
There is no specified notice period, making the system particularly user-friendly for owners who want maximum flexibility.
Upon termination, users can receive an HTML copy of their website, domain information, images, and transactional records, ensuring a smooth transition and data portability.
The company encourages contacting support to discuss any cancellation or termination details, and support staff are available to guide clients through the process.
When discontinuing, properties retain full ownership over all data, website content, and domain names, which are returned along with transaction records.
Innkeeper’s Advantage software meets important compliance standards, including PCI DSS, GDPR, and ADA requirements to protect user and guest data and ensure accessibility.
The platform is fully PCI DSS compliant, securing online payments and credit card processing to industry standards.
Only authorized staff and support have access to sensitive payment data, and clients can download their reservation information at any time, subject to PCI rules.
Innkeeper's Advantage is GDPR compliant and has specific policies and training for protecting the data of EU guests and others.
GDPR provisions include guest data export, opt-in/opt-out functionality, right to be forgotten, restricted data access, and 90-day data cycling out of backups after removal.
