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TrustYou (Guest Surveys)

TrustYou (Guest Surveys)

Ranked 2nd in Guest Feedback

Headquartered in München (Germany)

87 HT Score
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.
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Certificate of Excellence
87 HT Score
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 More
Certificate of Excellence
Guest Feedback Software Buyer's Guide
Free download

Overview

86% recommend
Customer Service
4.1
Ease of Use
4.3
ROI
4.0
Implementation
4.1

What customers love about TrustYou (Guest Surveys)

Director of e-Commerce from Branded in (Slovenia)

The thing I like most about TrustYou's guest surveys is the flexibility to personalize the survey. I also really like the helpfulness of TrustYou's staff.

Corporate Quality Analyst from Branded in Sunnyvale (United States)

TrustYou's software provides quite exact semantic analysis, allows for very customizable tiles & reports and supports German language which we need

General Manager from Other in Heiden (Switzerland)

- all reviews are found in one place - Easy to respond to and analyze - Possibility to create specific surveys made to measure for the hotel

E-business Manager from Boutique hotel in (Macau)

Survey serving a basic function at a very reasonable price. All information / fields are well clustered.

IT Manager from Resort in (Indonesia)

the most simple, creative and helpful tools

RDM from Resort

Considering the large number of platforms where our guests can review us, Trustyou provides us the easiness of being aware all on one site only. Nicely organized reports do help us to see the big picture.

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Guest Relations Manager from Resort in Dubai (Birleşik Arap Emirlikleri)

Unfortunately the mention section does not work properly as it seems to be weak. The guest mentions something positive but it shows on the report as the guest mention negative. For example, "The restaurant was full and they prepared a nice table with a good set up'' sentence is positive but the first sentence is "restaurant is full" so It became as negative on TrustYou in the sentiments. Normally the guest tried to mention that the staff is helpful! Unfortunately as a guest relations manager, I am not able to get a healthy report from TrustYou.

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Quality Improvement Manager from Resort in Trou d'Eau Douce (Mauritius)

In terms of customer service this is excellent and it is interesting to have all comments on one platform.

Sales and Marketing Administrator from Boutique hotel

It gives the customers another chance to give feedback to the hotel. I like that is it is easy to add to the list of reviews that we already have.

General Manager from Airport/ conference

TrustYou allows us to react in real time to our customers feedback. Department heads receive accurate information on our guest experience and we also use this information to advise and recognise the teams in the various departments. This has proved to be an excellent motivator.

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Chief Operating Officer from Boutique hotel

- summarizes guest comments from all OTAs - guide hotel to improve ranking - notification for new comments within second, hotel has time to recover

Managing Director from Other

- that we can see all Reviews on one click and we have all the latest news and comments from our guests at all times.

Manager from Vacation Rental

Review Management and overview about reviews! Guest Feedback helps also!

Quality Manager from Resort

1- Acutely, Most of the "TrustYou" program has a excellent benefit for us and achieves the goal. 2- Showing us most of our defects which the guest always faces with us. In general we can say "TrustYoy' is the truth, fact for the mistake which was happened through us and let the guest fully conscious with us that we try to do our best to let him satisfy. TrustYou make us understanding the guest complaint therefore I hope realize our dreams through your the TrustYou and I am not forget your monthly repot is very important and giving good benefits for most of us.

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Quality Manager from Resort

Dynamic tool that allows us to get a full understanding of our results amongst all forums.

Guest Experience Supervisor from Branded

What I like the most is people from Trustyou supporting team. Always kind and quick in response to my requests.

Assistant from Boutique hotel

* slow in crawling to take data from other guest feedback we replied on booking.com , trip advisor *each month having problems while downloading reports. it keep downloading.

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General Manager from Resort

- sometimes comments with good rates are posted on negative reviews - also some negative reviews are posted on other that the department itself this affects the overall score - when we request to change a sentiment we keep sending several times to change

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Rooms Division from Resort

All the system, specially My Surveys on TrustYou Survey Dashboard Inbox Competitors

Site Manager from Villas

The quality of the data and the possibility to personalize the reports. Easy to use.

Front Office Manager from Other

Guest review help us to make our services better and in the the same time we increase the satisfaction of our guests

Ex. Housekeeping Mngr. from Boutique hotel

The convenience of using this to show staff our reviews and being able to use this as a Great tool for our deficiencies.

Owner from Bed & Breakfast

Love working with TrustYou. Their reputation / review management and guest survey tools are easy to use and are very intuitive. Additionally, TrustYou is integrated with a number of PMS solutions, including Cloudbeds.

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Executive Secretary

Always solve the problem, quick response on inquiry, great service from Eric.

Ex.Housekeeper from Boutique hotel

We'll know our customer service feedback and comment if need improve Comparison of competitor rating and position which can be learning from fair point

Chief Engineer from City Center Hotel

knowing update guest feedback knowing more in market status evaluation with tools better

Executive House Keeper

We can notify where we are standing using that tools and the many and various source that you use

Manager from Resort

Fast feedback from guest and possibility to improve in short time, one place all important information about the hotel

Front Office Manager from City Center Hotel

- can connect with all social media related guest comment coming from - we can see the score from surrounding competitor

Executive Housekeeper from Resort

I like all comment if good comment I and my team feel proud but bad comment I and my team will improve.

Human Resources from City Center Hotel

All detail which show on report. Too easy to find point of view to improve

GSC & Quality Supervisor from Resort

TrustYou allows to track down negative trends, what is very helpful. It collects all comments from the Internet Websites, therefore collecting data is much easier.

Owner from Bed & Breakfast

I hate the fact that as an industry we have become obsessed by customer reviews. For me, this obsession takes the joy out of being an innkeeper at a small bed and breakfast. Products such as TrustYou reinforce this obsession by spamming my inbox with constant reminders of the same reviews/surveys over and over again. While we have a very good reputation due to delivering great service, reputation management shouldn't be a primary focus of my day - delivering an excellent guest experience should be.

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Manager

The ability to directly respond to surveys and reviews. The templates too.

Rooms Division Manager from Resort

Function of program and report, easy to access and download any report and short way to all concern.

Manager from Boutique hotel

Our team likes that we can see comparisons with competitors in the city of Kaliningrad

Marketing from Bed & Breakfast

Great product as it saves me from having to log into multiple sites to check to see IF we've received any reviews. It also allows me to see when a guest has posted reviews to multiple sites.

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Director of Communications

get all the information and guest reviews directly. easy to read and understand.

Cluster Manager-Marketing & Communications, India from Extended Stay

The complete dashboard, which gives access to all reviews marketing snapshots in one go.

Front Office Manager Assistant from Other

I like that i can compare our business to our competitors and monitor reviews from our guest in one place.

E-Commerce from Resort

The overall platform functionalities is very user friendly. You have your answers in a jiffy (Dashboard performance)

CX Manager from City Center Hotel

- Accurate Reputation Measurement - A great to tool to prepare action plans of improvement - All reviews centralizes, which makes it easier to communicate with clients after they leave

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General Manager from Branded

The Templates and the support.

Director from Other

- user friendly - Nice BI design - Very good data analytics from reviews - Survey tool is very useful

reference customers

Google is an essential part of the booking process, so we were looking to increase the volume of review content on the platform. TrustYou Stars has allowed us to gain significantly more reviews on Google, and we have also seen an improvement in review scores which helps travelers to find our hotels and convinces them to book with Ayres over our competition.<br /><br /> Shanna Davis Marketing Manager at the Ayres Hotels
We use TrustYou’s data points to make important decisions in both operations and management. The detailed reports are evaluated on a weekly basis to identify and immediately react to occurring deficiencies and to maintain high quality service levels. Due to a detailed comp set analysis, we also can account for our top competitors and be one step ahead at all times. Selim Imre Rooms Division Manager at the Aska Hotels Baran
Speaking for all 16 MEININGER Hotels, we are impressed by the great success we have achieved within a very short period of time using TrustYou Stars. The numbers are not only convincing, but we have the basis to improve operations. Knowing how our guests feel is vital to maintain our legendary Meininger atmosphere. Eric Van Dijk Managing Director at the MEININGER Hotel Berlin Central Station

Screenshots & video

86%usability