Paradise Sandy Beach Resort is a 319 rooms resort in Penang, Malaysia. The resort is famous for its spacious rooms, great beach bar (Gaya) and many other facilities, including water sports. When we wanted to replace Fidelio (DOS) we did not want the next copy of a copy and we were looking for a state of the art product that would really contribute to the innovation of our organization.
It was interesting that the product we were looking for is just 10 minutes away from us; E-Hors. Although E-Hors was not really ready at that time, we liked the technology, vision and benefits of the product. Paradise decided to be the second pilot site. Obviously we experienced some problems in the beginning. It took almost a year, but E-Hors delivered what was promised and we are now enjoying all the benefits.
What really was important to us, being a pilot site and a busy hotel, was the level of support that we needed. The support from E-Hors was and is excellent. E-Hors promises 24x7 support and they deliver, no dispatching in the night, but actual support and solutions. Even when our network was down at 2.30 AM, which is not related to the E-Hors software, they solved our problems within 15 minutes. That is one of the great benefits of having a supplier that acts as a partner and understands the hospitality needs.
Just one week before the implementation of E-Hors started, we had a crash with Fidelio during the night audit and needed to go manual during peak time. E-Hors has had no down time since the day we started in June 2005. Currently E-Hors has taken over our complete IT department. We have concluded a Facility management Agreement for an annual fee lower than the cost of hiring an IT person. Our hotel system and IT environment is in safe hands, 24x7.
Mr. Jeff de Zilva General Manager (23/6/2008)
FAQ: Support & Training
Q. What do we do when we have issues with the system? A.
1) Submit an assistance request via e-mail to . Our support department will deal with your request as soon as possible.
2) Call E-HORS support services: +60 124711955
Q. When can I call E-HORS for assistance? A. Our support centre provides 24x7 assistance regarding any issues that you might face with E-HORS.
Q. Where will the training be conducted? A. The training can be conducted at your property at your convenience or at our offices.
Q. How long will the training be? A. Our E-HORS training is customized for every customer. The length of the training will have to depend on a few variables like the amount of staff, the availability of staff, the modules needed by the property, etc. Our staff will arrange the training according to your needs.
. Our support department will deal with your request as soon as possible.
