Hero Reviews

Hero provides, clear and concise reporting - easy to analyse

We haven't yet discovered many cons with Hero!

Being able to book tours search tours, set up specific times, edit quotes, have multiple quote drafts set up and putting customers refunds in the Pax Wallet instead of refunding.

That you can't call someone for customer support.

Sometimes you don't get an answer on the live chat for a few minutes and then you gotta message again to try and get someone's attention. They are also in a different time zone, so when you need to get a hold of the Finance Team or higher up, you gotta wait til the next day to see if they replied back with any results.

Sometimes your trying to process a refund and the Hero Team has to handle it on there end. They would tell me I can tell the customer to expect their refund in their account in 5 - 11 business days. But a couple times in the past they would forget to actually process the refund after they fixed the quote and I would receive an email from the customer two weeks later asking why they haven't received their refund... When I contact the Hero Team on the status of the refund, they find out it was missed and the customer will have to wait another 5-11 business days for their refund.

Introducing Hero not only improved our booking process but saved us time and money. The customer service is second to none. A great function of the software is that you can share the booking screen with customers which adds a layer of transparency and confidence in the service.

The only negative was that we didnt start using this software earlier!

User-friendly website, well laid out and great feedback response from the customer service team! Quick money dispersal which is also a huge plus.

I have not come across any cons, this is reliable software!

As a new online travel agent, Hero has been so easy to use. The customer support is always fast and helpful, and the interface is super simple in any case.

There could always be more suppliers on the platform, particularly outside the youth and backpacker sector. But it is easy to request new suppliers to be added.

Auto payments make reconciling a breeze each month

No problems encountered with using the product

Hero offers the ability to take control of rate negotiations.

Some booking processes are longer than other portals

Personality, the team running it is fantastic. Easy to contact and they work fast. They offer most products in Australia, and more and more in New Zealand, Canada and other places in the world. New products are being added daily and the system looks great too.

Some products aren't always up to date. Cancellation policies or fares aren't loaded correctly, which could be improved a bit. I do think though, that the responsibility for this lays by the tour operator or accommodation provider, rather than by Hero themselves.

Love the system and clear lines, super easy to use and thousands of suppliers to choose from. Love the weekly pay structures and invoice system and the super friendly live support with instant answers to all your questions. All round a perfect system to use!

Would be nice to see even more suppliers coming on board!

Hero works perfectly for our business needs. The team made it easy for us to roll over to Hero from our previous system. As a business owner, it was easy to understand and use with limited exposure. Staff members have also found it quick to pick up and easy to use.
I feel the system is a huge time saver and has saved me $$$$$ in labour over the years.

I have had no negative experiences with Hero.

Easy to set up, easy to use, good customer service interface , great reports and has proven its integrity over the past few years.

could clear up the dashboard to make it easier to navigate.

easy to use, plenty of live availability products, great support

cancellation process of a single night is very complicated (always have to cancel the whole hostel stay and rebook nights)

It is very easy to use, customer service is great and quick.

That if a customer has several orders/quotes you cannot have an easy overview of all their booked products/pending quotes without having to open them one by one.

Easy to use with live availability and very efficient for the agent to use. Easy API interfacing for a direct pull of information from our reservations system.

Pricing tables with multiple agent commission levels can be challenging, however, the team have worked hard to integrate.

Easy to add several products to a quote, in order of travel date.
Payment link / send quote option is great. Easy search functionalities.

Multiple quotes per customer, instead of just one profile.

It's super easy to use, if something needs to be updated or I have a general question, the team from Hero always reply super fast!

Sometimes the products need to be updated before we can book them but like I said, the team replies super fast and help fix them!

Very simple and easy to use, an easily accessible And usable platform and great customer support. Can’t fault Hero at all.

I cannot fault this product at all. My only recommendation would be to integrate with my booking system, which they have advised is in the pipeline anyway.

I find the software is easy to navigate around and I can always find what I am looking for.

On occasions we need to amend supplier prices and it doesn't allow me to do this automatically so I need to contact Hero.

How easy it is to use this platform on all levels including Sales and Reporting/Admin! Another major Pro is the incredible response time and care of the online customer service team when they are needed, which honestly is on the rare occasion due to the incredible functionality of the system.

Very little in the way of cons here. The only exception would be that some local tourism providers are taking a while to get onboard with HERO as they aren't seeing the benefits quickly enough. This is just delaying me being able to use HERO effectively with them. This is changing rapidly and this Con is really just a selfish/lazy one on my part!

Very easy to train on and auto remittances cut man hours.

Like any tech it has had occasional issues (although significantly less than other platforms I have used) however no long lasting cons as the turnaround on anything raised is great.