Queensborough Group (Q-Book) Reviews 201

Reply from Queensborough Group (Q-Book)

Jul 12, 2023

Hi Sean. Thank you for taking the time to leave us a review; we super appreciate it :) It's bizarre how speaking to a group of human beings is considered so rare nowadays. Call us old school (certainly not in the technology department), but we are big believers that speaking to a friendly voice over the telephone goes a long way! We make a special effort to get to know our customers and class all our Q-Bookers more like friends than anything work-related. Even as automation and AI develop, we won't lose our personal approach - we promise!
The Q-Book team are so pleased that you are happy with your new website; it looks fab! Simple formulae - great looking website x seamless booking software = direct, commission-free online bookings. We can see this is exactly what's happening for you guys! We're so pleased that we can contribute towards your direct revenue and intend to do so for as long as possible. We're constantly developing Q-Book and adding new bits and bats to entice direct bookers to rival OTA and keep your entire booking fee in your back pocket. Please keep your eyes peeled for updates and Q-Book upgrades - they'll be plenty, we assure you! Another huge thank you for your lovely review - it means the world to us. Here's to a brilliant season and beyond for you and Glyntwrog House. Happy Q-Booking :)

Reply from Queensborough Group (Q-Book)

Jul 4, 2023

Hiya Malcolm,

Thank you for leaving us such a fabulous review - the team super appreciate it :) You make everybody in the office smile each time you call in; thanks for being a top chap and a top Q-Booker! We make sure we know our customers. We're so glad our human approach is recognised by you and your fellow Q-Bookers in the area. Unfortunately and crazily, it's rare to speak to a human on the phone nowadays. We're dead-set on keeping our customer service bob on. 1) Being accessible. 2) Being familiar. 3) Always having a good chinwag while sorting anything you need help with. If we're ever in your neck of the woods, we'll come and join you all down at the pub and make a night of it. We must warn you; we can sup a beer or two ;) Transitioning from one booking system to another can sometimes prove difficult. However, you have taken to Q-Book like a duck to water and adjusted brilliantly. All the team are delighted that you and your property B&B By The Sea, are already riding the commission-free train and generating direct website bookings! It makes us giddy! It's a joy to see that you are not 100% reliant on OTA giants - we got you! We're constantly updating Q-Book with clever bits of tech to help drive as much direct revenue your way. As you know, all advancements to Q-Book come at zero cost (no shady add-ons). So. No matter how many bookings you get, where they come from or how large the value, our fees will always stay the same :)
Good luck with the season ahead. Thank you again for your kind words. Big love from Team QB. Happy Q-Booking, thanks a million :)

Reply from Queensborough Group (Q-Book)

May 9, 2023

Hi Tim.

Thank you for your review! All feedback is appreciated in all shapes and sizes, good or bad - anything to strengthen Q-Book and its user experience and friendliness. With this in mind, thank you for spending the time and submitting your comments.
Our team especially appreciate your kind words about Amy, Jon and Sophie - thank you for recognising their efforts - we're lucky to have them :) Anybody who reads your review will be able to relate to the struggle with mandatory, unavoidable 3DS security, where customers have to validate and authenticate online payments. 3DSecure has thrown the crooks a curveball; the benefits outweigh the negatives - reducing fraud and protecting folks!
However, whilst with good intentions, for you and your fellow accommodation providers, this proves to be less than desirable. We provide the tools to help in this situation in the form of handy payment links etc.
Please note! We use SAGE as our third-party Payment Gateway which is, without doubt, one of the most, if not the most, recognised and trusted Payment Gateway in our industry and many others. 3Dsecure is doing what it's supposed to be doing; obstructing payments that aren't authenticated!
Where your customers have failed to authorise an online payment is unfortunate and should not be mistaken as a software fault. We get it! It's a headache, and we sympathise - genuinely. But, Q-Book doesn't deserve the blame here. Hey ho! We understand your frustration and hope that your guests have more luck in the future, which they will as more and more online transactions globally and in all marketplaces will require authentication.
The website. We have provided websites for over twenty years, to thousands of customers, without disappointment, hence our positive reviews (thankyou for acknowledging). We always keep up with new technology to meet the demands and expectations of browsers. However, if we're missing something, please feel free to share some more informative and constructive critiques from your IT Person. We'll take it on the chin and implement their suggestions. If the feedback is relevant and viable - we'll suck it up and crack on!! One thing to mention. As you didn't use analytics on the website (though the option was available), it's difficult to gauge (some may say impossible but we're optimistic) to determine actual website visits. You can lead a horse to water, but you can't make it drink (if it got there in the first place). Lastly! Logging in. As with all professional software containing sensitive information, we will 'time out' a user session for your protection.

Sorry that things didn't work out as anticipated. All the team at Q-Book wish you the very best. Please feel free to pass on any other comments from your new IT person to feedback@qbook.co.uk

Take care and best wishes.

Team QB.

Reply from Queensborough Group (Q-Book)

Jan 26, 2023

Hi Will! Thank you so much for leaving us a review - much appreciated :)
We're all chuffed to bits to read how much you're enjoying using Q-Book. Within Q-Book, you can automate payments, pre and post-arrival guest emails, guest registrations and paid invoice notifications. We get it! Nine times out of ten, you probably have zero time to sit at a desk and deal with admin stuff!? That's why Q-Book gives you awesome software and the flexibility you need. Freeing up time to prepare pitches, restock logs & bbq packs and all the other bits and bats that make up your day-to-day. Thank you so much for your kind words about the training and support you have received from our team at QB. You can expect this each time you reach out to our team, not just the onboarding process! We are super fortunate to have a cracking bunch of friendly experts who are all-rounders when it comes to all things Q-Book - we select good eggs only :) Keep your eyes peeled for a load of new features for 2023. We wish you the very best of luck with the season. Happy Q-Booking!

Reply from Queensborough Group (Q-Book)

Dec 9, 2022

Hi Alison,

Thanks for taking the time to leave us a review. We appreciate it :) As you know, the Q-Book team are a bunch of good eggs! Super friendly with expert knowledge of the industry and folk you wouldn't mind having a cuppa with! We'll be sad to see you go. However, we're looking forward to working with you again in the not-too-distant future on a new project. We're now in touch with the new owner and making sure we're taking care of him and showing him the Q-Book ropes. Goodbye for now, good luck with the move and looking forward to catching up with you again soon.
Best Wishes, Team QB :)

Reply from Queensborough Group (Q-Book)

Nov 16, 2022

Hi Beki :)

Thank you so much for your review - it's very kind of you. Our Q-Book staff are always keen to get our properties live as quickly as possible - so you can reap the rewards of direct bookings! Thanks for the kind words about Jon and Sophie; they worked especially hard to get this off the ground for you :) As time goes on, you'll get to meet the rest of the team and find that we are all equally helpful and knowledgeable; when it comes to all things Q-Book! We are delighted to see that your pitches are now up and running online. We anticipate great things for Cosy Camping and foresee a great season ahead. We'll help you along the way and demonstrate tools within Q-Book to help you simplify, automate and manage your pitches seamlessly! We'll show you how to sell additional services such as fire pits, marshmallows, logs and anything you like to help promote more revenue for your campsite. Q-Book will cleverly organise guest extras in the overview screen, ready for you to prepare each pitch each day to make life easy and wow your guests. Happy campers all around!

Keep your eye out for regular updates and expect constantly evolving, feature-rich Q-Book software :)

If you have any suggestions/ideas that will enhance Q-Book for your campsite, give us a shout! We'll put your suggestions to our devs who are super open-minded when it comes to customer feedback.

Here's to the future! Happy Q-Booking :)

Reply from Queensborough Group (Q-Book)

Sep 7, 2022

Hi Luke. Thank you for taking the time to leave us feedback. We appreciate any comments that you have to offer. Firstly, we would like to thank you for your kind words about Jonathan. We are lucky to have him; he is integral to our customer service & technical department and many other areas of Q-Book; he's an all-rounder! Unfortunately, you decided to depart Q-Book because you were unhappy about the transaction fees incurred using our optional Secure Payment Gateway. Details about this optional service were regularly communicated, completely transparent and relayed to you before signing up both verbally and in writing. In addition, this information was re communicated at the point of going live with the Q-Book system and activation of the Channel Manager. This product is optional; we do not force you to commit to this or any other additional service. We understand each business trades differently. Therefore, we give you the option to undertake any service that enables you to operate your best practice. Separately, the overbooking you refer to is the direct result of a configuration error that you had created within Expedia. The issue here is that you linked a five-person occupancy against a room type which only supports four. This isn’t a system/technical error but, in fact, an oversight at your end. Absolutely no criticism and we take no pleasure in denying responsibility but, this was your manual error that unfortunately escalated into an overbooking. After investigation, we quickly and eagerly provided a full explanation and showed you how to rectify the problem. Off the back of this and your unhappiness about optional transaction fees, we understood that you no longer wanted to continue with Q-Book and processed a 100% refund to you, despite using Q-Book for seven months. After your discussion with Paul, we gave you 24 hours' notice to gather information from the system. We carefully took your forward bookings into consideration and provided a reasonable and fair time-frame. If you need any information from Q-Book or would like to discuss this in any more detail, please feel free to contact us. From the team, we wish you and Habberly House all the very best in your future endeavours. Take good care. We hope you have a lucrative season and wish you every success in the future. 

Reply from Queensborough Group (Q-Book)

May 18, 2022

Hi Kris, thank you for your review. We take all feedback seriously and attempt to transform any negative into a positive! Firstly, we're sorry that our relationship with you was short and perhaps not sweet? Not usual practice, we assure you. You joined us in mid-February. What came next was our Pitchup/Q-Book two-way API integration finalised in early March. You joined us as we entered the camping market (which we love) but, as a result of thorough extra testing, we did experience a couple of weeks' delay. Sorry about this! Jane reached out to you March 11th to sync Q-Book to pitchup but didn't manage to reach you. Alternatively, she emailed you but didn't hear back from you until May 5th via ticket. The time-line described does clearly highlight that any delay, respectfully - was not on our part, with the exception of the early weeks in March, to which we hold our hands up! Aside from the delay, we recognise that you raise a valid point about the API keys and the onboarding process. So much so that we immediately contacted Pitchup to pose the question of reconfiguring the onboarding process, in line with your reluctance to share log-in information, which we agree had room for improvement. Please understand that our onboarding process depends entirely on the instruction of Pitchup. Where we asked you for log-in information to onboard, is us following their instructions and nothing else. We don't think shoddy is a fair description of Q-Book, but you are entitled to your opinion. We're an adaptable company that listens to our customers without hesitating to make quick-wins and improvements where possible. Despite our differences, all the Q-Book team wish you a lucrative season ahead. Take care and best of luck in the future.

Team Q-Book.

Reply from Queensborough Group (Q-Book)

Oct 19, 2021

Hiya Carol,

Thank you so much for leaving us such a lovely review. Thank you for giving us the genuine pleasure of taking care of your website and reservations over the last twelve years. Things won't be the same without you, we really do mean that!! As retirement beckons, we'd like to thank you for growing with us, adapting as technology changes and trusting our commission-free Q-Book to support your business. We have honestly been delighted to see how many direct, commission-free bookings have passed through your doors over the years - no easy task where OTA's dominate the industry! Recently, we saw your property merge from b&b to self-catering. We were delighted to help adapt Q-Book to support your new business offering and, we look forward to assisting your successor to reap the same accomplishments. All the Q-Book gang would like to thank you for your support, business and loyalty over the years - it has meant the world to us all. Now your hospitality boots have been hung firmly, we all wish you the best in your next chapter. Whatever happens next, best wishes, from team Q-Book :)

Reply from Queensborough Group (Q-Book)

Updated Jul 19, 2021

Thank you so much for your review, we massively appreciate it. All the team would like to thank you for your business over the last four years, it genuinely has been a pleasure working with both you and Peter. Now that you guys are both retiring, we wish you all the very best for the future. Hopefully, no more early starts, multiple breakfasts and late check-ins!? No doubt it will be strange to transition from always being on the go to enjoying some time to do whatever you like :) Good luck in everything you do and best wishes from team Q-Book :)

Reply from Queensborough Group (Q-Book)

Jun 28, 2021

Hi Pauline. Thanks for your kinds words about the Q-Book Team. We cannot begin to thank you enough for the last 15 years and for allowing us to take care of your reservations and website. Together, we have seen so many changes within our industry; we have adapted together. We thank you for trusting our evolving software and practices to keep up with the fast-moving hospitality pace! Remember the good old days when just a vacancy sign in the window was enough?? It seems bizarre in today's times! As you can anticipate, things will always change. Who knows what will be the new norm in another 15 years? As retirement beckons, all the team here would like to wish you all the very best. It's time to hang those hospitality boots up for good and take it easy! Thank you again for your support. It truly does mean the world to us. Take care and stay safe - team Q-Book :)

Reply from Queensborough Group (Q-Book)

Jun 23, 2021

Hiya Sue. Thanks so much for your review and special mention for Sophie and Paul. Paul is the chap who designed your website and transported your emails over. He paid special attention so that your migration was seamless; he's a good egg when it comes to this stuff! We're delighted that you took us up on our offer of a responsive and editable website. It makes such a difference to have the freedom to make changes to your website, instead of having to consult a designer and wait for them to make alterations (usually involves expense too)! Now that you have unlimited access to your website, you can make as many adjustments as you like. Be warned! It does get quite addictive when you get into the swing of it! Even though the functionality is there for you to make adjustments yourself, it goes without saying that we're always on hand if you need it. Here's to a super staycation season! Hopefully, a surge in direct booking activity due to your website makeover. Enjoy :) Happy Q-Booking & Web editing! Team Q-Book.

Reply from Queensborough Group (Q-Book)

Jun 23, 2021

Hi Tim! Thanks so much for leaving a review - we appreciate it more than you know! Although it's been a brief encounter, what a lovely one it's been! Pre-Pandemic, when you could take bookings, your calendar was always full to the brim. Impressively, a high percentage being commission-free online bookings! We get exceptionally giddy when we see that our Q-Bookers are generating revenue without the sting of commission! Of course, Covid hit and, now you have moved onto pastures new. Good luck in your future. If you do decide to dip your toe into the pool of hospitality once more, we'd love to work with you again. Thanks so much for everything and, hopefully, it's just a bye for now!? Take it easy & good vibes from Team Q-Book :)

Reply from Queensborough Group (Q-Book)

Jun 23, 2021

Hi Christine. Thank you so much for taking the time to leave us a review. That's so kind of you! It's so pleasing to read that we have been able to help you over the years. Technology changes so much and, we do our best to make sure you stay current without feeling overwhelmed by evolving software. All of the team would like to thank you for your business over the years. It's been a genuine pleasure to have you as part of the Q-Book family. Now that you've hung up your hospitality boots for good, you are no doubt super excited to move onto your next chapter. Now is the time to enjoy whatever is next on the horizon for you. We wish you all the best and happy times ahead. Thanks a million for your support over the years. Take care and stay safe :) Team Q-Book.

Reply from Queensborough Group (Q-Book)

Apr 15, 2021

Hi Ali! Thank you so much for your review. Reading such kind comments like these mean the world to us all here at Q-Book HQ. We're super chuffed that you decided to use Q-Book and made the migration from your old system across to us - it's great to have you on board. Already, commission-free bookings are coming through thick and fast. We are very excited for the staycation surge heading your way and, we're all confident that a smashing season is soon on the horizon. It's pleasing to know that you will be optimising many of our revenue-generating tools within Q-Book - Gift Vouchers, Special Offers, Promotions and lots more. We have built Q-Book thoughtfully and lovingly to engage with guests and generate as much commission-free income as possible. Looking forward to seeing you benefit from our Autopayments system too. Designed meticulously to save on card terminal fees, reduce contact with high touch-point areas and reduce congestion at reception - perfect in these strange covid-19 times! It's been a crazy year and, we're all looking forward to seeing your property thrive during the staycation boom! We thank you for your kind comments about Q-Book and look forward to many years working with you and the simply beautiful Ashmount Guesthouse. Thanks for your support & happy Q-Booking!

Reply from Queensborough Group (Q-Book)

Updated Apr 15, 2021

Hi Alice. Thanks for your review. All the team at Q-Book appreciate your kind words. We're delighted that we can offer such rapid support. We hate the idea of you being left in the lurch and without access to valuable booking information. It's very encouraging that you had a flurry of bookings; very welcomed after what seems the craziest year ever! Toggling between accounts (Quick Switch) has proven to be a godsend for our customers and simplifies day-to-day processes. It works whether you have two properties or two hundred. Of course, it's free of charge to use and another string to our bow when it comes to making your life easier! Something that you may also find helpful is Q-Book User Permissions. This functionality decides what level of access within Q-Book a staff member is allowed. For example, you may want your front of house staff to access the calendar/latest bookings but not access transaction/income information. Now that two properties are connected, you'll probably find this invaluable. One of the team will be in touch with more details to help you get up and running. Again, it's free to use! All the Q-Book team wish the very best with reopening the property once again. We've got good vibes about the season and are expecting the highly anticipated staycation boom! Enjoy the calm before the storm - it's going to be a smasher! Thanks again, happy Q-Booking!

Reply from Queensborough Group (Q-Book)

Apr 8, 2021

Hi Barbara. Thank you so much for leaving us such a lovely review. All the Q-Book team appreciate your kind words. Wow! 20 years! Things will be strange without you - you're practically part of the furniture! As you well know, our industry has experienced some pretty radical developments in that time. The way bookings are made, managed & modified has completely revolutionalised tourism. Remember when a good old fashioned vacancy sign did the job? Ha! That seems bizarre now! Thank you for evolving and adapting with us and our many phases of technology. Customer feedback is what has got Q-Book where it is today. We're only as good as the suggestions that come from you guys on the forefront! What hasn't changed in all this time is our passion to drive commission-free revenue to our customer's websites. We very much have the same fire in our belly and, we're delighted that we helped you to rival OTA giants and get your fair share of the action! Anyway, enough tech talk! May bookings & technology be a thing of the past. Enjoy and focus on your retirement; you've more than served your time in the industry! A million thankyou's for your support and loyalty over the years; you wouldn't believe our gratitude. Thank you and take care.

Reply from Queensborough Group (Q-Book)

Mar 22, 2021

Hi Suzie, thanks so much for your review. Now that you've hung up your hospitality boots, exciting times are ahead for you as you travel back to Canada. What a beautiful place to be! We've enjoyed working with you and we thank you for giving us the pleasure of looking after your reservations. What a crazy year it has been! We have used the year to create new features to support our Q-Bookers during the pandemic and beyond. Silver linings and all that jazz! We are currently liaising with the new owner and showing her the Q-Book ropes. From your personal experience, you can rest assured that we'll take super good care of her and her bookings. You'll be missed by all the Q-Book team. We would all like to take this opportunity to wish you all the very best in your future endeavours. Take it easy!

Reply from Queensborough Group (Q-Book)

Mar 15, 2021

Hi Caroline. Thank you so much for leaving us a review its so kind of you :) All the team at Q-Book genuinely appreciate your kind words - it means the world to us! We have always made a mammoth effort to know our customers. Having an Account Manager who is contactable and knowledgable about you and your account makes for brilliant customer service. Is there anything worse than having to deal with a robot?!! We're sorry to hear that you are no longer trading. It's been a crazy 12 months; probably the most testing year this industry has ever known. However, we're getting on the right side of things and there is a glimmer of normality soon on the horizon. Now that you guys have hung up your hospitality boots, we all wish you the very best of luck in whatever you're doing next. Thanks so much for your business, loyalty and support - we appreciate it no end. Take care and stay safe :)

Reply from Queensborough Group (Q-Book)

Mar 4, 2021

Hi Susan :) Welcome to Q-Book! We're all delighted that you joined the Q-Book family! We're super pleased that the migration across to ourselves was seamless. We understand that process can sometimes be daunting! Glad it was super smooth! Of course, you have joined us during strange times; Pandemic aside, we promise that you won't regret it! As time goes on and as you get to know us all, you'll understand that our main priority is your commission-free revenue! We've worked hard to develop software that helps you find a happy balance between direct and OTA bookings. With 20 years plus in the industry, we know what's important and, we'll help you get there! Your success matters to us. We get so giddy when we see a thriving Q-Book account! We'll use our tourism experience to help you use Q-Book to its full potential so that you can reap the benefits! Which you will! All we can say is prepare for the staycation boom and let's do this!! Thank you so much for putting your trust in us; we promise you won't regret it! Happy Q-Booking!