We listen to every piece of feedback. Every suggestion, every request, every frustration — they all matter. But that doesn’t mean we say yes to everything.
Sometimes a request, while perfectly reasonable on its own, would make the system worse for everyone else. It might add complexity, slow things down, or break the flow that makes the product simple and reliable.
Good software isn’t built by collecting every idea. It’s built by filtering them — by protecting the product from well-intentioned changes that pull it off balance.
When we say “no”, it’s not out of stubbornness. It’s out of care. Saying no protects the product, and by extension, the people who use it every day.
Hotels rely on systems that work predictably. If every request turned into a feature, the software would become heavy, inconsistent, and harder to use. The best products are not the ones that do everything — they’re the ones that do the right things well.
We love hearing from hoteliers who challenge us, who point out real problems, who ask tough questions. That’s how the product gets better. But it’s our responsibility to interpret feedback, not just implement it.
Every “no” we say keeps the product focused. Every “yes” we give has to earn its place.
The customer might not always be right — and that’s okay. What matters is that they can always rely on the product to do its job, day after day, without surprises.