Ivan R.
Very Misleading and Frustrating…
Very Misleading and Frustrating Experience We had 8 Matterport tours completed through our realtor and hosted by the original photographer. For about two years they worked fine, and we used them heavily for marketing on our website. Then, without warning, all of our Matterports went offline. After investigating, we learned we needed our own Matterport account to host them. We paid the photographer his fee, plus $15 per slot, to transfer the tours into our account—on top of the entry-level subscription (which only allows 5 active tours). We archived 3 tours, planning to upgrade later. A few weeks later, we realized we needed those 3 archived tours active. As instructed by Matterport, we upgraded to the 10-tour plan. However, when we went to reactivate the tours, we discovered we could only activate 2 that month without an extra $9.99 fee for the third. Matterport told us there’s a limit of 2 free reactivations per month—but this was never disclosed in their marketing or in the upgrade process. When we called support, the response was essentially: “Sorry, that’s our policy. You should have read the fine print online.” No acknowledgement of how misleading their communication had been. In our experience, Matterport’s marketing is not transparent, and their system is designed to nickel-and-dime clients. Once you’re invested, you’re stuck. We’ll probably have to keep these tours live since they represent two years of work, but we will absolutely look into other options for future 3D walkthroughs. Advice to others: Be very cautious before committing to Matterport.