Gather valuable guest feedback and use AI to uncover operational intelligence
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Guest Feedback (by Customer Alliance)
4.6 (95 REVIEWS)
HT Score
85 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn how HotelTechReport uses millions of proprietary datapoints to rank the best hotel software in the world
Learn how HotelTechReport uses millions of proprietary datapoints to rank the best hotel software in the world
Guest Feedback (by Customer Alliance)
Ranked 2 (out of 25) in Guest Survey Software
Customer Alliance is a guest feedback intelligence platform built for the hospitality industry.
92% recommended by 141 hotels
Customer Alliance is popular in Germany and Mexico.
Bell - AI powered product analyst
I analyzed all of Customer Alliance’s product reviews, expert recommendations, features, capabilities, pricing, integrations and more to produce the below summary.
Hoteliers say
Customer Alliance's guest survey software stands out for its customizable questionnaires and real-time feedback, enabling hotels to swiftly implement strategies for enhancing guest satisfaction and increasing revenue. The tool's AI features improve response quality and speed, fostering better guest interactions, while its customizable reporting options support data-driven decisions. However, integration limitations and reliance on customer support for certain features may hinder operational efficiency.
What Types of Hotels Customer Alliance is Popular For
Size
9 | X-Small (1-9 room)
41 | Small (10-49 room)
43 | Mid-Sized (50-99 room)
35 | Large (100-499 room)
16 | X-Large (500+ room)
Country
59 | Germany
19 | Italy
16 | France
15 | Mexico
6 | Austria
5 | Switzerland
4 | Poland
4 | Spain
3 | United States
2 | Belgium
1 | Iceland
1 | Ecuador
1 | India
1 | Netherlands
1 | Canada
1 | Hungary
1 | Egypt
1 | Sweden
1 | Luxembourg
Type
51 | Boutique Hotels
40 | City Center Hotels
39 | Bed & Breakfast & Inns
38 | Airport/Conference Hotels
36 | Luxury Hotels
34 | Branded Hotels
34 | Resorts
31 | Limited Service & Budget Hotels
14 | Extended Stay & Serviced Apartments
11 | Hostels
11 | Vacation Rentals & Villas
2 | Casinos
1 | Motels
1 | RV Parks & Campgrounds
Region
120 | Europe
19 | North America
1 | Asia Pacific
1 | Middle East
1 | South America
Category
95 | Guest Survey Software
93 | Reputation Management
Didn’t find what you were looking for?
What is Customer Alliance?
Founded in 2009 | Headquarters in Berlin (Germany) | 87 employees
Guest Feedback (by Customer Alliance) is a guest feedback intelligence platform tailored for the hospitality industry. It provides hotels with customizable survey tools and real-time feedback mechanisms, enabling them to enhance guest satisfaction and boost revenue. By centralizing reviews from major portals and integrating them with customizable CSAT and NPS surveys, the platform offers AI-powered insights and KPIs that drive informed decision-making. With over 90 integrations with systems like PMS, CRM, and Revenue management systems, it ensures streamlined communication across teams, allowing hotels to efficiently manage reputation and track guest satisfaction.
Powered by AI
This description was generated by AI which analyzed the following sources to summarize a description of Customer Alliance products, features and capabilities. Leveraging user generated verified data sources allows us to generate a more helpful and realistic description for hoteliers free of sales promotion and hyperbole.
Sources
Verified hotelier reviews
We analyze all verified product reviews as a way to understand and summarize what real users/hoteliers are saying about the product to provide a more accurate and relevant description for buyers than only what vendors provide.
Customer Alliance Reviews Analyzed: 5
Read reviewsVerified expert recommendations
We analyze recommendations from industry experts who we ask to describe the most valuable features and capabilities of the product as well as key differentiators and what types of hotels the product works best for to extract unique insights and perspective for buyers.
Customer Alliance Expert Recommendations Analyzed: 0
Read expert recommendationsDescription provided by Customer Alliance
While its important to incorporate analysis from verified user reviews and industry experts to create more balanced content, the way a vendor describes their overall company and vision can also shed light on their unique perspective or way of doing business which is why the AI ingests this information as well to add more context to paint a picture of what the company says vs what users and industry experts say.
Customer Alliance's Provided Description:
"Customer Alliance is a guest feedback intelligence platform built for the hospitality industry, trusted by more than 5,000 hotels globally. We help hotels capture, understand, share, and act on guest feedback, bringing reviews from major portals and customized CSAT and NPS surveys into one place, turning them into AI-powered insights and KPIs, and connecting those insights to the right teams through 90+ integrations with PMS, CRM and Revenue systems. With 3+ million surveys processed, 90+ million reviews collected, and true two-way integrations with 19 leading portals including Booking.com, Expedia and HolidayCheck, Customer Alliance is the platform hotels rely on to manage reputation, track guest satisfaction, and turn feedback into measurable results."
FAQs
Guest Feedback (by Customer Alliance) Alternatives
Not sure if Customer Alliance is right for your hotel? Here are similar Guest Survey Software vendors that could be a good fit for your hotel:
Capabilities
Capture feedback
Capture feedback
Deliver engaging surveys on autopilot and capture feedback across every touchpoint. Connect insights from your customer’s digital and on-site experience, using Email, SMS, QR code, In-web, and In-App surveys.
Understand feedback
Understand feedback
Transform feedback into actionable, easy-to-understand insights to share with your team. Centralize all customer feedback and every online review in one smart dashboard and uncover the drivers of customer (dis-)satisfaction using our platform’s analytics capabilities.
Act on feedback
Act on feedback
With actionable insights and the powerful AI Reply Assistant, you're prepared to respond swiftly with unique, personalized responses to your customers' feedback at the push of a button. Our closed-loop feedback system puts the power in your hands, ensuring every customer feels heard putting you on the path to exceed their expectations!
Share feedback
Share feedback
Amplify your online presence, drive traffic, improve in search rankings, and showcase trust by automatically distributing and sharing your reviews across platforms, such as Google and TripAdvisor. Display your Customer Alliance widget directly on your website to further drive trust and improve conversions.
Features
Survey Builder
4/5 features
Delivery Channels
4/5 features
Review Generation
4/5 features
Follow-up & Resolution
4/5 features
Reporting, Analytics & Insights
4/5 features
Available Add-ons & Modules
AI Reply Assistant
Guest Survey Software
What if you could reply to a review in 30 seconds
or less?
With AI Reply Assistant, you can. Generate a unique, personalized review response with just one click.
Q4 '26 Guest Survey Software Survey Insights
Is Customer Alliance a good fit for your hotel?
Rank
Hotel size
Popular alternatives
#1
of 3
Small
95%
(212)
GuestRevu is the top alternative to Customer Alliance among small hotels on HotelTechReport. Hoteliers highlight GuestRevu's ability to automate post-stay surveys, allowing for timely guest feedback and enabling properties to address issues before they escalate. This feature promotes a proactive approach to guest satisfaction and operational improvement.
#1
of 5
Mid-sized
96%
(237)
GuestRevu is the top alternative to Customer Alliance among mid-sized hotels on HotelTechReport. Hoteliers appreciate how GuestRevu transforms guest feedback into clear insights, enabling them to focus on improving service quality, as one user noted it allows for "immediate and accurate feedback from guests."
#1
of 4
Large
94%
(40)
GuestRevu is the top alternative to Customer Alliance among large hotels on HotelTechReport. Hoteliers highlight how GuestRevu automatically sends out reviews at checkout, helping to respond swiftly to guest feedback and significantly reduce the number of unanswered reviews.
Small
95%
(212)
#1
of 3
GuestRevu is the top alternative to Customer Alliance among small hotels on HotelTechReport. Hoteliers highlight GuestRevu's ability to automate post-stay surveys, allowing for timely guest feedback and enabling properties to address issues before they escalate. This feature promotes a proactive approach to guest satisfaction and operational improvement.
Mid-sized
96%
(237)
#1
of 5
GuestRevu is the top alternative to Customer Alliance among mid-sized hotels on HotelTechReport. Hoteliers appreciate how GuestRevu transforms guest feedback into clear insights, enabling them to focus on improving service quality, as one user noted it allows for "immediate and accurate feedback from guests."
Large
94%
(40)
#1
of 4
GuestRevu is the top alternative to Customer Alliance among large hotels on HotelTechReport. Hoteliers highlight how GuestRevu automatically sends out reviews at checkout, helping to respond swiftly to guest feedback and significantly reduce the number of unanswered reviews.
Rank
Hotel type
Popular alternatives
#1
of 4
Luxury Hotels
96%
(285)
GuestRevu is the top alternative to Customer Alliance among luxury hotels on HotelTechReport. Hoteliers highlight that the platform's automated post-stay surveys simplify feedback collection, allowing for immediate operational adjustments. One hotel notes, “The automated post-stay surveys go out without anyone having to remember,” enabling proactive enhancement of guest experiences.
#1
of 3
Extended Stay & Serviced Apartments
93%
(52)
GuestRevu is the top alternative to Customer Alliance among extended-stay serviced apartments on HotelTechReport. Users highlight its ability to transform guest feedback into actionable insights, with features like automated surveys that help properties address issues before they escalate to public reviews.
Luxury Hotels
96%
(285)
#1
of 4
GuestRevu is the top alternative to Customer Alliance among luxury hotels on HotelTechReport. Hoteliers highlight that the platform's automated post-stay surveys simplify feedback collection, allowing for immediate operational adjustments. One hotel notes, “The automated post-stay surveys go out without anyone having to remember,” enabling proactive enhancement of guest experiences.
Extended Stay & Serviced Apartments
93%
(52)
#1
of 3
GuestRevu is the top alternative to Customer Alliance among extended-stay serviced apartments on HotelTechReport. Users highlight its ability to transform guest feedback into actionable insights, with features like automated surveys that help properties address issues before they escalate to public reviews.
Rank
Region
Popular alternatives
#2
of 4
North America
97%
(43)
GuestRevu is the top alternative to Customer Alliance among small hotels on HotelTechReport. Hoteliers highlight that the platform's AI-generated response drafts significantly save time and maintain a professional tone across various online review channels, allowing them to address guest feedback quickly and effectively.
#1
of 5
Europe
96%
(124)
GuestRevu is the top alternative to Customer Alliance among Europe on HotelTechReport. Hoteliers highlight its central dashboard that combines feedback from multiple platforms into one view, enabling quick responses to guest reviews and actionable insights for service improvement.
North America
97%
(43)
#2
of 4
GuestRevu is the top alternative to Customer Alliance among small hotels on HotelTechReport. Hoteliers highlight that the platform's AI-generated response drafts significantly save time and maintain a professional tone across various online review channels, allowing them to address guest feedback quickly and effectively.
Europe
96%
(124)
#1
of 5
GuestRevu is the top alternative to Customer Alliance among Europe on HotelTechReport. Hoteliers highlight its central dashboard that combines feedback from multiple platforms into one view, enabling quick responses to guest reviews and actionable insights for service improvement.
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Customer Alliance Reviews Summary
Ease of Use
4.7/5
Customer Support
4.6/5
ROI
4.3/5
Implementation
4.5/5
Recommended by
Achievements
This vendor's trending score is rising, Guest Feedback (by Customer Alliance) is the #2 most trending product in the Guest Survey Software category (out of 25) and the #125 most trending product overall in the global hotel tech ecosystem. HTR assesses vendor's real time activity in the market to give buyers a sense of whether a product is gaining momentum
Learn moreCustomer Alliance’s customer support processes haven’t yet been verified by Hotel Tech Report.
Learn more about this achievement in the official press releaseThis vendor has not met the minimum criteria for the Certificate of Excellence which is awarded to vendors who exemplify transparent cultures and come highly recommended by their clients. For more information, please see the help center.
Learn about the criteria required to achieve HotelTechReport's Certificate of Excellence
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn how HotelTechReport uses millions of proprietary datapoints to rank the best hotel software in the worldRecommended for
Customer Alliance Pricing
Average
This product is priced in line with the average product in the category which is usually an indicator that it is a standard product with standard functionality designed for typical operations and use cases and properties.
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No matching results
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Guest surveys made easy
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Hotelier Rating
Looking for specific info?
10
Real-time guest insights with room for design improvement
Business Analytics from 500+ room Resort in Marsa Alam (Egypt)
Verified
1 days ago
It allows you to centrally collect and review all data around your hotel perception. It gives you real time insights on what is going on from the customer perspective and where to direct your focus.
Egypt
Egypt
Business Analytics
X-Large Hotel
9
Management and optimization of our Hotels reputation
Marketing and communications manager from 50-74 room Luxury Hotel in Saint-Tropez (France)
Verified
10 months ago
Configure sending the types according to platforms / Single multi-hotel interface / Scalable and easy-to-use questionnaire / Dashboard and analysis.
France
France
Marketing and communications manager
Mid-Sized Hotel
9
Makes life easier
Resort und Sales Manager from 50-74 room Vacation Rentals & Villa in Fugen (Austria)
Verified
11 months ago
A fantastic program; it makes our lives easier, helps at reception, and is simple and easy to understand. Anyone can use it immediately; it requires no extensive training or anything like that. We would definitely choose it again.
Austria
Austria
Resort und Sales Manager
Mid-Sized Hotel
9
Very easy to manage and answer customer feedback from all portals
Owner / Manager from 10 to 24 room Luxury Hotel in Gresy-sur-Aix (France)
Verified
11 months ago
The proposed AI generated draft answers that make me save a whole lot of time while answering the guests's reviews.
France
France
Owner / Manager
Small Hotel
9
Cluster Director
Cluster Director from 500+ room Airport/Conference Hotel in Borkum (Germany)
Verified
11 months ago
The Dashboard, quick overview. The questionnaire and the possibilities. The Competition block to set a benchmark and the Goal setting for the Team.
Germany
Germany
Cluster Director
X-Large Hotel
7
Compactness
Front Office Manager from 25-49 room Boutique in Berlin (Germany)
Verified
11 months ago
The compactness and variety of all integrations with review portals, as well as the ability to have an overview of all channels, are impressive. The AI function is particularly compelling.
Germany
Germany
Front Office Manager
Small Hotel
8
The ease and efficiency of working with Customer Alliance
Sales & Marketing Manager from 100 to 199 room Boutique in Berlin (Germany)
Verified
11 months ago
Working with Customer Alliance helps us to centralize the main KPIs that we need to monitor in terms of our online reputation in a single panel. You can quickly and clearly see all the comments sorted, respond to them, and visually identify the areas where action is needed. It also makes it easier for us to have a dashboard organized accord...
Germany
Germany
Sales & Marketing Manager
Large Hotel
9
Feedback lists
Reservation Department from 100 to 199 room City Center Hotel in Cologne (Germany)
Verified
11 months ago
The best is the feedback file list, that we can upload and the system is transferring the guests information and that relief the work.
Germany
Germany
Reservation Department
Large Hotel
7
Flexible review management system with strong OTA/review platforms integrations
CMO from 100 to 199 room Branded Hotel in Paris (France)
Verified
11 months ago
- I particularly enjoy the seamless connection with many major OTA platforms such as Booking.com, Expedia.com, Google, Hotels.com, and more, which makes managing guest feedback incredibly efficient.
- Our account manager is always attentive, approachable, and ready to support us whenever needed.
- I appreciate the flexibility to choose wh...
France
France
CMO
Large Hotel
8
Customer Alliance review
Chargée de relation client from 50-74 room Airport/Conference Hotel in Six-Fours-les-Plages (France)
Verified
11 months ago
The availability of the support teams and our contact person. The detail of the data presented. The ease with which they respond to our customer feedback.
France
France
Chargée de relation client
Mid-Sized Hotel
- 1
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- 3
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- 5
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- 10
Expert Q&A and Partner Recommendations
Submit Recommendation
Question:
What does this product or service do well?
Answer:
Adapted AI to their software in the best way. The user interface is very user friendly, easy on the eyes. The features and the reports are exactly what businesses need for guest feedback intelligence.
Showing all answers to: "What does this product or service do well?"
Adapted AI to their software in the best way. The user interface is very user friendly, easy on the eyes. The features and the reports are exactly what businesses need for guest feedback intelligence.
Customer Alliance’s guest service feature is excellent. It is well designed, intuitive, and clearly focused on making guest communication simple and effective. As a partner, I appreciate how professionally the solution is built and how much value it can bring to businesses working with guests. A really strong and useful feature.
Helps enormously to stay on top of guest reviews across the different platforms. It is great for spotting trends and identifying key issues that need to be resolved. Answering to guest reviews with AI is fully customizable and saves hours for the staff.
Create fully customizable surveys tailored to your guests.Adapt content easily, collect valuable feedback, identify trends and understand what drives guest satisfaction. Export your survey data for further analysis and deeper insights.
Customer Alliance brings reviews, guest surveys and reputation analytics into one clean view, so hotel teams can see what guests are saying across channels and act on it quickly. The platform is intuitive, the reporting is clear enough for GMs and owners alike, and the team is genuinely responsive. They’re a real partner, not just a vendor.
Question:
What differentiates this product or service from the competition?
Answer:
Customer Alliance integrates with other PMS and software solutions. They are also quick to integrate with new OTAs. They are focused on the hospitality industry, which makes their insights and reports very helpful to hoteliers. They adapted AI in its messaging platform, which allows efficient guest communication, while its flexible review distribution strategy enables targeted marketing efforts.
Showing all answers to: "What differentiates this product or service from the competition?"
Customer Alliance integrates with other PMS and software solutions. They are also quick to integrate with new OTAs. They are focused on the hospitality industry, which makes their insights and reports very helpful to hoteliers.
They adapted AI in its messaging platform, which allows efficient guest communication, while its flexible review distribution strategy enables targeted marketing efforts.
It has a clear focus on the complete guest journey rather than just collecting reviews. It brings feedback, communication, and insights together in one intuitive platform, making it easier for businesses to understand guests’ needs and respond at the right moment. As a partner, I especially value its user-friendly design, practical functionality, and the professional, guest-centred approach behind the product. It feels like a genuinely useful solution, not just another feedback tool.
I believe Customer Alliance's new interface is truly intuitive and user-friendly. Setting up custom reviews is a matter of minutes and answering top reviews with the help of AI is easy. Their customer support is always available and very helpful.
Benefit from a high level of flexibility and individual customization to create a tailored guest experience. Identify key trends and gain a deeper understanding of the main drivers of guest satisfaction.
Customer Alliance stays focused on what it does best, feedback and reputation, instead of trying to be everything at once. That makes it easy to slot into a hotel’s existing stack alongside PMS, guest messaging and guest app tools. Their partner-first mindset and openness to integration stand out in a crowded category, especially for independent hotels and European groups.
Question:
Based on your experience with this product or service, if you could give one piece of advice to a hotelier considering this product or service, what would it be?
Answer:
Schedule a discovery call with their very helpful, dynamic sales team and they'll be able to give you insights and a walkthrough of their solutions. They will be able to give you a package that fits your business needs.
Showing all answers to: "Based on your experience with this product or service, if you could give one piece of advice to a hotelier considering this product or service, what would it be?"
Schedule a discovery call with their very helpful, dynamic sales team and they'll be able to give you insights and a walkthrough of their solutions. They will be able to give you a package that fits your business needs.
My advice to a hotelier considering Customer Alliance would be to start using it consistently from the very beginning of the guest journey. The real value comes not only from collecting feedback, but from responding quickly, spotting recurring issues, and turning guest insights into concrete service improvements. If you treat it as an active guest-communication tool rather than just a review platform, it can make a real difference to guest satisfaction and your online reputation
Create an in-stay survey that you can send out in the first morning of the stay. It helps to spot issues early on and avoid bad reviews at the end of the stay. If possible use also whatsapp to send this survey out.
Don’t use Customer Alliance jst to collect feedback. Use the insights to continuously improve the guest journey. The flexibility to adjust surveys and content individually gives hotels the opportunity to test, learn and react to what their guests are actually telling them.
A guest feedback solution is a must-have. Pair Customer Alliance with a guest experience platform so you can capture sentiment during the stay, resolve issues in real time through guest messaging, and send happier guests to review sites. Together they cover the full journey, from pre-arrival to post-stay.
GD
+ 18
recommend
Recommended by
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Support
Unverified
Customer Alliance has not yet had their customer support processes certified by Hotel Tech Report. We recommend referencing the GCSC rubric during your demo call to make sure that this vendor has strong processes in place to support customers.
Support Not Verified
This vendor has not been GCSC Certified so Hotel Tech Report is unable to verify their support processes.
2026
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