The Hostaway Halo: Data on Why Users Switch to Hostaway

Data tells a powerful story. When you use good data, it goes beyond a subjective opinion and gives you credible information you can rely on to make important decisions. And now, we’re very happy to share data we’ve collected that tell the story of why Hostaway is the number one PMS in the short-term rental space. 

We looked at internal user data revealing the impressive revenue and listing growth users can expect when they make the switch to Hostaway. We also dove deep into data proving our customer success and onboarding team are the best in the business. But best of all, we’ve got the public review data that you can see for yourself. 

Reviews: Hostaway is the #1 rated property management software

A single product review never tells the whole story. Once you get to thousands of reviews though, the picture becomes clearer. Throw in the overall star rating, as well as changes in ratings and reviews over time, and now you’re getting close to the whole truth and nothing but the truth.

For instance, if your product only has 100 reviews, and you make a mad, desperate plea to your customer base for more reviews, adding 10 five-star reviews will have a noticeable impact on your average rating. Many companies resort to fake reviews to boost their ratings — not us. Everything you see on major review sites (Capterra, G2, Trustpilot) are 100% verified authentic reviews. 

Hostaway has 1,300 reviews at a 4.8 star rating on Capterra. No other all-in-one property management software comes anywhere close to matching those numbers. The overall volume of reviews is what makes our star rating all the more impressive. 

When you’ve got thousands of reviews, there’s no magic lever for us to pull to juice the numbers. What you see are the facts: 1,296 users have reviewed Hostaway at an average 4.8 star rating. This is the big leagues, and we are making big league moves to stay on top.

Then there’s the other guys…

The same can’t be said of our competitors though. Not only do they have significantly fewer reviews, they have a lower star-rating — and it’s trending downwards. Whereas, as you can see for yourself in the chart above, Hostaway ratings are trending upwards. 

We can’t control the choices our competitors make. If they decide to acquire products to add to their PMS instead of building it themselves, that’s their prerogative (even if it means building a frankenstein-style platform). 

“I ultimately decided to try Guesty. Little did I know how much I would regret that decision,” - Abbey Moore, Owner at Indigo Property Services

We also can’t control where they choose to place their focus. For us, it’s all about putting the customer first, investing in our people, and investing in our product. We believe this is the best way to build a best-in-class PMS, and looking at our reviews, our approach is being validated by the people who matter most every single day.

Revenue: You make more of it when you use Hostaway

As a company, we stand by our excellent reviews and take great pride in them. We hope they help STR operators feel confident in their decision to work with Hostaway. But the powerful data doesn’t stop at reviews. Our internal data support what matters most to you: Hostaway helps you drive more revenue and grow your business. 

Hostaway users that switched from Guesty can expect up to a 12.4% increase in occupancy rates and 7.7% increase in ADR based on internal user data we collected. Our powerful, intuitive PMS and channel manager make it easier for hosts to manage multiple listings. When you get a bird-eye view of all your properties in one easy-to-understand dashboard, you can make better decisions that increase your occupancy rate and average daily rate. 

Add-ons like Dynamic Pricing help you find optimal rates to increase both of these all-important metrics. While features like Smart Locks improve the guest experience through a seamless check-in and check-out process. A great guest experience leads to better reviews, more return guests, and more bookings generally.

Growth: More listings, more revenue per listing with Hostaway

Hostaway saves you time and money. Both of those savings support your growth goals. An analysis of internal user data reveals STR operators who switched to Hostaway from Guesty increased their total listings by 44%. And some Hostaway users have seen much more growth than that. 

Longtime Hostaway customer Park Place grew their managed properties by 180% after making the switch to Hostaway. They grew their team (72% growth) and expanded into 10 new markets. We congratulate the team at Park Place for their amazing success, and couldn’t be happier that our solution played a role in getting them there!

But our users don’t just add listings for the sake of it. Internal data revealed users who switched from Guesty to Hostaway increased their revenue per listing by 10.2%. And while not every customer can experience the same massive growth as Hostaway user Flex Living, this company has seen their revenue grow by 400% since switching to Hostaway.

“Every time we have had a problem or crazy idea, Hostaway has been an email or call away to help us find a solution and adapt as a business. We simply would not be where we are today without them,” - Michael Buggy, Flex Living (UK)

Customer success: Your success is our success

Hostaway supports our users’ growth, whether it’s total listings, revenue per listing, ADR or OR. Our product does the heavy lifting for you, which is why users time and time again praise our PMS and channel manager. But there are hundreds of unsung heroes at Hostaway who deserve just as much praise. 

We were the first solution in the short-term rental space to invest in a true customer success department. We installed a Chief Customer Success Officer, something no other competitor has decided to do. We were the first and only to offer 24/7 support. And we have a dedicated onboarding team passionate about setting our users up for success. 

So where’s the data to show that not only do we care about customer success but we also deliver on our promise? We’re glad you asked!

From 2023 to 2024, our customer success team increased our customer satisfaction score (CSAT) from 97.7% to 98% and decreased our average time to reply by 35% (7.8 hours to 5.1 hours) all while handling 78% more calls. We also maintained a net promoter score (NPS) of 41, smashing the software industry average.

The devil is in the data

We won’t lie to you about ourselves or our competitors. We won’t promise the moon and deliver a pebble. We will always put our money where our mouth is. 

We will do everything, and we mean everything, to make sure our customers are taken care of, and we will continue to move hell and earth to build the absolute best product to make our customers successful. 

Other companies might tell you about some effect that doesn’t hold up to scrutiny. We don’t need to play in that sandbox. We don’t tell the story of Hostaway’s success, our customers do. 

And you can see it for yourself in our thousands of reviews and other data that show why we are the number one PMS in short-term rentals.

This information is intended for internal use and informational purposes only. While we strive for accuracy, the competitive landscape is constantly evolving and may not always reflect the latest data or market conditions. Users should independently verify all information before making any decisions based on the content provided.