Reputation Manager (by Customer Alliance)

4.7 (53 REVIEWS)

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HT Score  
84 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.
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Yumiko, Gera, Jasmin + 10 more experts recommend Customer Alliance

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Reputation Manager (by Customer Alliance)

4.7 (53 REVIEWS)

Ranked 5 (out of 50) in Reputation Management

Customer Alliance makes it easy to capture, understand, share and act on feedback and reviews

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Bell avatar 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

Hoteliers like Customer Alliance for its ease of use, practical tools, and ability to streamline reputation management. The platform aids in optimizing operational processes by aggregating guest feedback across multiple portals, facilitating timely and informed responses. Specific features such as customizable surveys, task tracking, and in-depth analytics help increase revenue, reduce costs, and enhance guest experience. Critical points include delayed review updates from some portals and the high cost for smaller establishments.

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Radisson Hotels, Brit Hotel, Villa Crespi & 96 others

Read their reviews

Support

Responsive

Hoteliers often mention that Customer Alliance's Reputation Manager provides generally good support, though feedback indicates room for improvement. While the support team is praised for its quality, users express the need for more diverse communication channels, particularly the availability of phone support. This is due to challenges faced with technical problems where email exchanges can be time-consuming and lead to misunderstandings. Furthermore, hoteliers note the helpfulness of having a dedicated account manager, who is valued for their availability and assistance. Lastly, there are mentions of the effectiveness of resources like the support team, though some issues don't always have immediate solutions. Overall, there's an appreciation for the current support, but a desire for more accessible and quicker communication methods.

directora

9 months ago

Verified

... I think you could improve the way you answer in each of the portals. It would have to be directly from the customer alliance page without us being diverted to each extranet. (translated from Spanish) (Original) Creo que se podría mejorar la forma de contestar en cada uno de los portales. Tendría que ser directamente ...

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Gérante

9 months ago

Verified

... I had to have the customer reviews on trivagoA today, they are not there. Maybe I need to ask triv to do an update? ...

See full review

Owner

3 months ago

Verified

... There is quite a delay from the review shows up at the OTA until it shows up at BA. We get rated by how quickly we respond so we are actually getting less rating at the OTA's as we are now replying ...

See full review

Owner

3 months ago

Verified

... One platform where reviews, our guests have on many different platforms, makes my life easier and we are quicker to respond to all reviews we get. This is very important factor as we highly valuated ...

See full review

Owner

3 months ago

Verified

... One platform where reviews, our guests have on many different platforms, makes my life easier and we are quicker to respond to all reviews we get. This is very important factor as we highly valuated the time our guests spend in telling us how we can improve our business and we do of course like to reply ...

See full review

Owner

3 months ago

Verified

... One platform where reviews, our guests have on many different platforms, makes my life easier and we are quicker to respond to all reviews we get. This is very important factor as we highly valuated the time our guests spend in telling us how we can improve our business and we do of course like to reply ...

See full review

General Manager

13 months ago

Verified

... Easy-to-use tool to keep track of all reviews and improve quality assurance with practical tips. Communication before, during and after the stay can be improved immediately. Great interface options ...

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Digital Marketing Specialist

7 months ago

Verified

... Immediate and complete ...

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Partner

4 months ago

Verified

... I like that I can see and respond to all reviews in one central place. Using the platform is very easy and intuitive. ...

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Director E-Commerce

4 months ago

Verified

... The interface in general. The support team is good even though there is not always a solution for some cases. The surve bilder is nice and the direction the team is heading toward in regards to AI ...

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Gérant

2 months ago

Verified

... Comment management for now, recovery of potential customers directly without going through the booking platform. our booking partners ...

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Sales & Marketing Manager

1 months ago

Verified

... We are very happy to use Customer alliance because we can optimize our time and our responses are professional, efficient, complete and we have improved our online reputation and customer experience. With the survey ...

See full review

Marketing

1 months ago

Verified

... Customer Alliance offers a user-friendly platform that helps us to efficiently manage our guest reviews and to increase our guest's satisfaction in a targeted manner. The ability to centrally bundle ...

See full review

Marketing

1 months ago

Verified

... Customer Alliance offers a user-friendly platform that helps us to efficiently manage our guest reviews and to increase our guest's satisfaction in a targeted manner. The ability to centrally bundle and evaluate reviews from different channels is particularly impressive. The automated processes save a huge amount of time and the analysis tools provide valuable insights into how we can improve. Special praise goes to our account manager Philipp. Philipp has provided us with excellent support from the very beginning and is always available to help and advise ...

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Manager Online Communication

1 months ago

Verified

... Customer support should also be available by phone from time to time. There are sometimes misunderstandings when it comes to technical problems, which make communication via email difficult and too ...

See full review

Manager Online Communication

1 months ago

Verified

... Customer support should also be available by phone from time to time. There are sometimes misunderstandings when it comes to technical problems, which make communication via email difficult and too ...

See full review

Manager Online Communication

1 months ago

Verified

... Customer Alliance is a great tool that provides us with valuable insights into our guests experiences. It also makes it easy to respond to reviews instantly through interfaces on different platforms. It is continuously evolving to improve the functionality and usability of the platform. In addition, Customer Alliance has proven to be a reliable ...

See full review

Manager Online Communication

1 months ago

Verified

... Customer support should also be available by phone from time to time. There are sometimes misunderstandings when it comes to technical problems, which make communication via email difficult and too ...

See full review

Director

1 months ago

Verified

... Integrate system with proposals customer relationship in pre booking phase, to analyze failed and drop response or to analyze cancellation. This is could be also a tools to reselling with different ...

See full review

Automation

Streamlined

Hoteliers often praise Customer Alliance's automation capabilities for significantly streamlining their review management processes. They find it particularly useful in eliminating the need for manual monitoring of Online Travel Agencies (OTAs), thereby saving time and reducing the burden of repetitive tasks. The centralized dashboard allows for quick response to reviews across various platforms, and the AI-driven analysis provides insights into guest experiences and competitive positioning. These automation features lead to improved workflow efficiency and enable hoteliers to respond to customer feedback promptly. While some technical challenges are occasionally noted, the overall impact on operational efficiency is viewed positively.

directora

9 months ago

Verified

... I think you could improve the way you answer in each of the portals. It would have to be directly from the customer alliance page without us being diverted to each extranet. (translated from Spanish) ...

See full review

Digital Marketing Specialist

7 months ago

Verified

... I think that a possible real-time update of the changes coming from the portals on Customer Alliance could be improved, so that the platform automatically removes the reviews removed from the portals. ...

See full review

Digital Marketing Specialist

7 months ago

Verified

... I think that a possible real-time update of the changes coming from the portals on Customer Alliance could be improved, so that the platform automatically removes the reviews removed from the portals. ...

See full review

Digital Marketing Specialist

7 months ago

Verified

... I think the Customer Alliance platform is very simple to use, practical and convenient. He is able to give the answers you are looking for in a short time. ...

See full review

Back Office Manager

6 months ago

Verified

... Speed ​​in easily managing reviews of multiple accommodation facilities. Distribution on various brand reputation portals. I encourage customers to review. ...

See full review

Back Office Manager

6 months ago

Verified

... Integration with social networks, updating those already present in the review invitation letter and expanding the possibility of interactions. ...

See full review

Director E-Commerce

4 months ago

Verified

... The interface in general. The support team is good even though there is not always a solution for some cases. The surve bilder is nice and the direction the team is heading toward in regards to AI ...

See full review

Head of Revenue

3 months ago

Verified

... Customer Alliance is an amazing tool that has simplified our reviews management. We no longer need to manually monitorall the OTAs, saving us a lot of time. Centralized dashboard allow us to quickly ...

See full review

Head of Revenue

3 months ago

Verified

... Customer Alliance is an amazing tool that has simplified our reviews management. We no longer need to manually monitorall the OTAs, saving us a lot of time. Centralized dashboard allow us to quickly ...

See full review

Hotel innovation manager

1 months ago

Verified

... I can respond immediately for all reviews with customer alliance AI. Using the data analysis I understand my position compared to my competitors. ...

See full review

Manager Online Communication

1 months ago

Verified

... Customer Alliance is a great tool that provides us with valuable insights into our guests experiences. It also makes it easy to respond to reviews instantly through interfaces on different platforms. ...

See full review

Manager Online Communication

1 months ago

Verified

... Customer Alliance is a great tool that provides us with valuable insights into our guests experiences. It also makes it easy to respond to reviews instantly through interfaces on different platforms. It is continuously evolving to improve the functionality and usability of the platform. In addition, Customer Alliance has proven to be a reliable business part ...

See full review

Manager Online Communication

1 months ago

Verified

... Customer support should also be available by phone from time to time. There are sometimes misunderstandings when it comes to technical problems, which make communication via email difficult and too time-consuming. The AI ​​part of the answers ...

See full review

Integrations

Foundational

Hoteliers often mention that integrations with Customer Alliance's Reputation Manager can be improved. They appreciate the ability to consolidate reviews from various platforms, although the absence of support for some platforms like UberEats can be limiting. Integration with suppliers occasionally encounters issues due to security concerns, suggesting a need for stronger collaboration to address these challenges. Some hoteliers express a desire for more seamless integration with existing systems, proposing that a direct interface with CRM systems could enhance operational efficiency by allowing seamless feedback integration. Overall, while the platform offers valuable insights and user-friendly features, optimizing the setup and functionality of integrations remains a priority for users.

directora

9 months ago

Verified

... I think you could improve the way you answer in each of the portals. It would have to be directly from the customer alliance page without us being diverted to each extranet. (translated from Spanish) ...

See full review

Gérante

9 months ago

Verified

... I had to have the customer reviews on trivagoA today, they are not there. Maybe I need to ask triv to do an update? ...

See full review

Owner

3 months ago

Verified

... One platform where reviews, our guests have on many different platforms, makes my life easier and we are quicker to respond to all reviews we get. This is very important factor as we highly valuated ...

See full review

General Manager

13 months ago

Verified

... I could imagine that there is another easy-to-configure XML generator that could be used to generate more individual widgets and ratings for your own website. ...

See full review

Partner

4 months ago

Verified

... As a restaurant we miss UberEats reviews. Other than that I think this platform is a great addition to any restaurant or hotel business. ...

See full review

Director E-Commerce

4 months ago

Verified

... The use of different surveys for different Touchponts (post stay, during stay, conference) could be easier. Putting the data together from all these different surveys in one dashboard is not possible. ...

See full review

Director E-Commerce

4 months ago

Verified

... The use of different surveys for different Touchponts (post stay, during stay, conference) could be easier. Putting the data together from all these different surveys in one dashboard is not possible. ...

See full review

Head of Marketing

1 months ago

Verified

... An interface to CRM systems would be an extremely valuable addition to Customer Alliance. Through a direct connection, hotels could seamlessly integrate feedback data. ...

See full review

Sales & Marketing Manager

1 months ago

Verified

... We have had some problems with integrations with some suppliers like booking.com due to security issues. Maybe create a strong relationship with the suppliers to set the changes in security ...

See full review

Sales & Marketing Manager

1 months ago

Verified

... We have had some problems with integrations with some suppliers like booking.com due to security issues. Maybe create a strong relationship with the suppliers to set the changes in security ...

See full review

Marketing

1 months ago

Verified

... Customer Alliance offers a user-friendly platform that helps us to efficiently manage our guest reviews and to increase our guest's satisfaction in a targeted manner. The ability to centrally bundle and evaluate reviews from different channels is particularly impressive. The automated processes save a huge amount of time and the analysis tools provide valuable insights into ...

See full review

Marketing

1 months ago

Verified

... The integration into existing systems could be made a little smoother in some areas. We would also like to see more customization options for the widgets on your own website so that you can make them ...

See full review

Marketing

1 months ago

Verified

... The integration into existing systems could be made a little smoother in some areas. We would also like to see more customization options for the widgets on your own website so that you can make them ...

See full review

Hotel innovation manager

1 months ago

Verified

... The translations must to be immediately written in every languages to avoid to loose time using external translation site or applications. ...

See full review

Hotel innovation manager

1 months ago

Verified

... The translations must to be immediately written in every languages to avoid to loose time using external translation site or applications. ...

See full review

Hotel innovation manager

1 months ago

Verified

... I can respond immediately for all reviews with customer alliance AI. Using the data analysis I understand my position compared to my competitors. ...

See full review

Director

1 months ago

Verified

... - simply to use, so friendly for all the members of my staff, that mean save time to learn, also the great automation, to customize a form and collect all the information for the client is perfect. ...

See full review

Director

1 months ago

Verified

... Integrate system with proposals customer relationship in pre booking phase, to analyze failed and drop response or to analyze cancellation. This is could be also a tools to reselling with different ...

See full review

Value

Balanced

Hoteliers often emphasize the substantial value offered by Customer Alliance's Reputation Management product. Users find it crucial for saving time and providing a comprehensive overview of customer feedback, which is pivotal in enhancing the business's reputation. They appreciate its ability to consolidate reviews from various platforms, making it efficient to respond promptly and professionally. This responsiveness helps improve online reputation and customer satisfaction, which is seen as delivering significant return on investment (ROI). The tool's insights allow businesses to understand their competitive position and improve service offerings, underscoring its value proposition for those in the hospitality industry.

Owner

3 months ago

Verified

... One platform where reviews, our guests have on many different platforms, makes my life easier and we are quicker to respond to all reviews we get. This is very important factor as we highly valuated ...

See full review

Owner

3 months ago

Verified

... Saves time and gives a good overview of the most important factor of your business, the customer's view. ...

See full review

Owner

3 months ago

Verified

... Saves time and gives a good overview of the most important factor of your business, the customer's view. ...

See full review

Owner

3 months ago

Verified

... One platform where reviews, our guests have on many different platforms, makes my life easier and we are quicker to respond to all reviews we get. This is very important factor as we highly valuated the time our guests spend in telling us how we can improve our business and we do of course like to reply to everyone that is doing us a favour by leaving a review of our services ...

See full review

Front office manager

7 months ago

Verified

... You Need Customer Alliance if you want improve your services . It helps to understand the performing of every single Sector ...

See full review

Back Office Manager

6 months ago

Verified

... Speed ​​in easily managing reviews of multiple accommodation facilities. Distribution on various brand reputation portals. I encourage customers to review. ...

See full review

Back Office Manager

6 months ago

Verified

... Integration with social networks, updating those already present in the review invitation letter and expanding the possibility of interactions. ...

See full review

Partner

4 months ago

Verified

... Timesaver and very easy to use ...

See full review

Partner

4 months ago

Verified

... Timesaver and very easy to use ...

See full review

Partner

4 months ago

Verified

... Timesaver and very easy to use ...

See full review

Partner

4 months ago

Verified

... I like that I can see and respond to all reviews in one central place. Using the platform is very easy and intuitive. ...

See full review

Partner

4 months ago

Verified

... As a restaurant we miss UberEats reviews. Other than that I think this platform is a great addition to any restaurant or hotel business. ...

See full review

Head of Revenue

3 months ago

Verified

... Best choice for hoteliers! ...

See full review

Head of Revenue

3 months ago

Verified

... Best choice for hoteliers! ...

See full review

Head of Revenue

3 months ago

Verified

... Best choice for hoteliers! ...

See full review

Owner

2 months ago

Verified

... Customer Alliance is an outstanding tool for managing reviews and gathering customer feedback! Since we started using it, we have seen a significant increase in customer satisfaction and a smoother management of online reviews. The platform is intuitive and packed with features that make it easy to monitor feedback and analyze data. Additionally, the support team is exceptional: always available and ready to assist with expertise. I highly recommend Customer Alliance to any business that wants to improve its reputation and deepen ...

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Head of Marketing

1 months ago

Verified

... Efficient reputation management through CA ...

See full review

Sales & Marketing Manager

1 months ago

Verified

... We are very happy to use Customer alliance because we can optimize our time and our responses are professional, efficient, complete and we have improved our online reputation and customer experience. ...

See full review

Hotel innovation manager

1 months ago

Verified

... I can respond immediately for all reviews with customer alliance AI. Using the data analysis I understand my position compared to my competitors. ...

See full review

Hotel innovation manager

1 months ago

Verified

... The translations must to be immediately written in every languages to avoid to loose time using external translation site or applications. ...

See full review

Manager Online Communication

1 months ago

Verified

... Best professional tool for review and feedback management for the hotel industry ...

See full review

Manager Online Communication

1 months ago

Verified

... Customer Alliance is a great tool that provides us with valuable insights into our guests experiences. It also makes it easy to respond to reviews instantly through interfaces on different platforms. ...

See full review

Director

1 months ago

Verified

... Integrate system with proposals customer relationship in pre booking phase, to analyze failed and drop response or to analyze cancellation. This is could be also a tools to reselling with different ...

See full review

Director

1 months ago

Verified

... Integrate system with proposals customer relationship in pre booking phase, to analyze failed and drop response or to analyze cancellation. This is could be also a tools to reselling with different ...

See full review

Director

1 months ago

Verified

... - simply to use, so friendly for all the members of my staff, that mean save time to learn, also the great automation, to customize a form and collect all the information for the client is perfect. ...

See full review

Director

1 months ago

Verified

... - simply to use, so friendly for all the members of my staff, that mean save time to learn, also the great automation, to customize a form and collect all the information for the client is perfect. The implementation give us the opportunity ...

See full review

Director

1 months ago

Verified

... Integrate system with proposals customer relationship in pre booking phase, to analyze failed and drop response or to analyze cancellation. This is could be also a tools to reselling with different ...

See full review

Functionality

Balanced

Hoteliers often report that Customer Alliance's Reputation Manager excels in functionality, particularly in its ability to streamline review management across multiple platforms, thereby enhancing efficiency. The software effectively centralizes reviews, allowing for quicker response times, which is a crucial aspect of maintaining a positive reputation in the hospitality industry. Many users highlight the automation capabilities, which significantly reduce manual monitoring efforts, saving considerable time. Furthermore, Customer Alliance provides robust customization options that enable users to tailor workflows and templates to meet specific business needs. Insights and reporting features are noted for being actionable and easy to interpret. However, some hoteliers express concerns about integration issues, specifically with platforms like booking.com, indicating a potential area for improvement in ensuring seamless connectivity with various systems.

directora

9 months ago

Verified

... The ease of use. It is very visual, so it is a very comfortable tool. (translated from Spanish) (Original) La facilidad de uso. Es muy visual por lo que es una herramienta muy cómoda. ...

See full review

Gérante

9 months ago

Verified

... Very operational ...

See full review

Owner

3 months ago

Verified

... There is quite a delay from the review shows up at the OTA until it shows up at BA. We get rated by how quickly we respond so we are actually getting less rating at the OTA's as we are now replying ...

See full review

Owner

3 months ago

Verified

... One platform where reviews, our guests have on many different platforms, makes my life easier and we are quicker to respond to all reviews we get. This is very important factor as we highly valuated ...

See full review

Owner

3 months ago

Verified

... One platform where reviews, our guests have on many different platforms, makes my life easier and we are quicker to respond to all reviews we get. This is very important factor as we highly valuated ...

See full review

Owner

3 months ago

Verified

... One platform where reviews, our guests have on many different platforms, makes my life easier and we are quicker to respond to all reviews we get. This is very important factor as we highly valuated ...

See full review

General Manager

13 months ago

Verified

... Keep an eye on all of your reviews and improve your guest communication ...

See full review

Front office manager

7 months ago

Verified

... You Need Customer Alliance if you want improve your services . It helps to understand the performing of every single Sector ...

See full review

Digital Marketing Specialist

7 months ago

Verified

... I think the Customer Alliance platform is very simple to use, practical and convenient. He is able to give the answers you are looking for in a short time. ...

See full review

Digital Marketing Specialist

7 months ago

Verified

... I think that a possible real-time update of the changes coming from the portals on Customer Alliance could be improved, so that the platform automatically removes the reviews removed from the portals. ...

See full review

Back Office Manager

6 months ago

Verified

... Speed ​​in easily managing reviews of multiple accommodation facilities. Distribution on various brand reputation portals. I encourage customers to review. ...

See full review

Back Office Manager

6 months ago

Verified

... Speed ​​in easily managing reviews of multiple accommodation facilities. Distribution on various brand reputation portals. I encourage customers to review. ...

See full review

Back Office Manager

6 months ago

Verified

... Ease of management and excellent assistance ...

See full review

Director E-Commerce

4 months ago

Verified

... The interface in general. The support team is good even though there is not always a solution for some cases. The surve bilder is nice and the direction the team is heading toward in regards to AI ...

See full review

Head of Revenue

3 months ago

Verified

... Customer Alliance is an amazing tool that has simplified our reviews management. We no longer need to manually monitorall the OTAs, saving us a lot of time. Centralized dashboard allow us to quickly ...

See full review

Head of Revenue

3 months ago

Verified

... Customer Alliance is an amazing tool that has simplified our reviews management. We no longer need to manually monitorall the OTAs, saving us a lot of time. Centralized dashboard allow us to quickly ...

See full review

Head of Revenue

3 months ago

Verified

... Customer Alliance is an amazing tool that has simplified our reviews management. We no longer need to manually monitorall the OTAs, saving us a lot of time. Centralized dashboard allow us to quickly ...

See full review

Owner

2 months ago

Verified

... An Essential Tool for Boosting Customer Satisfaction andReputation Management ...

See full review

Sales & Marketing Manager

1 months ago

Verified

... We have had some problems with integrations with some suppliers like booking.com due to security issues. Maybe create a strong relationship with the suppliers to set the changes in security ...

See full review

Sales & Marketing Manager

1 months ago

Verified

... We are very happy to use Customer alliance because we can optimize our time and our responses are professional, efficient, complete and we have improved our online reputation and customer experience. ...

See full review

Sales & Marketing Manager

1 months ago

Verified

... We are very happy to use Customer alliance because we can optimize our time and our responses are professional, efficient, complete and we have improved our online reputation and customer experience. ...

See full review

Sales & Marketing Manager

1 months ago

Verified

... We are very happy to use Customer alliance because we can optimize our time and our responses are professional, efficient, complete and we have improved our online reputation and customer experience. ...

See full review

Marketing

1 months ago

Verified

... Customer Alliance offers a user-friendly platform that helps us to efficiently manage our guest reviews and to increase our guest's satisfaction in a targeted manner. The ability to centrally bundle ...

See full review

Marketing

1 months ago

Verified

... Customer Alliance offers a user-friendly platform that helps us to efficiently manage our guest reviews and to increase our guest's satisfaction in a targeted manner. The ability to centrally bundle ...

See full review

Marketing

1 months ago

Verified

... Customer Alliance offers a user-friendly platform that helps us to efficiently manage our guest reviews and to increase our guest's satisfaction in a targeted manner. The ability to centrally bundle ...

See full review

Hotel innovation manager

1 months ago

Verified

... The translations must to be immediately written in every languages to avoid to loose time using external translation site or applications. ...

See full review

Manager Online Communication

1 months ago

Verified

... Customer Alliance is a great tool that provides us with valuable insights into our guests experiences. It also makes it easy to respond to reviews instantly through interfaces on different platforms. It is continuously ...

See full review

Manager Online Communication

1 months ago

Verified

... Best professional tool for review and feedback management for the hotel industry ...

See full review

Manager Online Communication

1 months ago

Verified

... Customer Alliance is a great tool that provides us with valuable insights into our guests experiences. It also makes it easy to respond to reviews instantly through interfaces on different platforms. It is continuously evolving to improve ...

See full review

Director

1 months ago

Verified

... Organize your vision ...

See full review

Director

1 months ago

Verified

... - simply to use, so friendly for all the members of my staff, that mean save time to learn, also the great automation, to customize a form and collect all the information for the client is perfect. ...

See full review

Director

1 months ago

Verified

... - simply to use, so friendly for all the members of my staff, that mean save time to learn, also the great automation, to customize a form and collect all the information for the client is perfect. ...

See full review

Director

1 months ago

Verified

... Integrate system with proposals customer relationship in pre booking phase, to analyze failed and drop response or to analyze cancellation. This is could be also a tools to reselling with different ...

See full review

Director

1 months ago

Verified

... Integrate system with proposals customer relationship in pre booking phase, to analyze failed and drop response or to analyze cancellation. This is could be also a tools to reselling with different ...

See full review

User Interface

Intuitive

Hoteliers often find the user interface of Customer Alliance’s Reputation Manager to be user-friendly and conducive to saving time during staff training. The survey builder, part of the interface, is described as nice, and there is optimism about the team’s direction toward AI-enhanced review management. However, users express challenges in combining data from various surveys into one dashboard, indicating a need for improved clarity and ease of navigation. Though the interface is simple for staff to learn, further enhancements in customizability and integration of multiple survey data points could provide more comprehensive insights.

directora

9 months ago

Verified

... The ease of use. It is very visual, so it is a very comfortable tool. (translated from Spanish) (Original) La facilidad de uso. Es muy visual por lo que es una herramienta muy cómoda. ...

See full review

directora

9 months ago

Verified

... The ease of use. It is very visual, so it is a very comfortable tool. (translated from Spanish) (Original) La facilidad de uso. Es muy visual por lo que es una herramienta muy cómoda. ...

See full review

directora

9 months ago

Verified

... Easy to use (translated from Spanish) (Original) De fácil uso ...

See full review

directora

9 months ago

Verified

... The ease of use. It is very visual, so it is a very comfortable tool. (translated from Spanish) (Original) La facilidad de uso. Es muy visual por lo que es una herramienta muy cómoda. ...

See full review

Gérante

9 months ago

Verified

... the conversion + the design. (No need to make a very very long sentence, or even mega long, or super long. ) ...

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Partner

4 months ago

Verified

... Timesaver and very easy to use ...

See full review

Director E-Commerce

4 months ago

Verified

... The use of different surveys for different Touchponts (post stay, during stay, conference) could be easier. Putting the data together from all these different surveys in one dashboard is not possible. ...

See full review

Director E-Commerce

4 months ago

Verified

... The use of different surveys for different Touchponts (post stay, during stay, conference) could be easier. Putting the data together from all these different surveys in one dashboard is not possible. ...

See full review

Director E-Commerce

4 months ago

Verified

... The interface in general. The support team is good even though there is not always a solution for some cases. The surve bilder is nice and the direction the team is heading toward in regards to AI ...

See full review

Manager Online Communication

1 months ago

Verified

... Customer support should also be available by phone from time to time. There are sometimes misunderstandings when it comes to technical problems, which make communication via email difficult and too ...

See full review

Director

1 months ago

Verified

... - simply to use, so friendly for all the members of my staff, that mean save time to learn, also the great automation, to customize a form and collect all the information for the client is perfect. ...

See full review

Director

1 months ago

Verified

... - simply to use, so friendly for all the members of my staff, that mean save time to learn, also the great automation, to customize a form and collect all the information for the client is perfect. ...

See full review

Director

1 months ago

Verified

... Integrate system with proposals customer relationship in pre booking phase, to analyze failed and drop response or to analyze cancellation. This is could be also a tools to reselling with different ...

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Hoteliers Most Frequently Mention

Ease of Use
Review Response Management
Review Aggregation
Integration Capabilities
Analytics and Reporting
Support and Assistance
Customization and Flexibility
Customizable Surveys
Real-time Updates
Cost and Pricing

What Types of Hotels Customer Alliance is Popular For

Size

27 | Large (75-199 room)

42 | Medium (25-74 room)

9 | Small (10-24 room)

11 | X-Large (200+ room)

9 | X-Small (1-9 room)

Country

43 | Germany

13 | Italy

12 | Mexico

11 | France

4 | Switzerland

4 | Austria

3 | Spain

2 | Belgium

1 | Ecuador

1 | Iceland

1 | Poland

1 | Sweden

1 | United States of America

Type

27 | Bed & Breakfast & Inns

34 | Boutiques

22 | Branded Hotels

25 | City Center Hotels

20 | Airport/Conference Hotels

9 | Extended Stay & Serviced Apartments

8 | Hostels

21 | Limited Service & Budget Hotels

22 | Luxury Hotels

22 | Resorts

1 | RV Parks & Campgrounds

8 | Vacation Rentals & Villas

Region

13 | North America

83 | Europe

1 | South America

Category

53 | Reputation Management

65 | Guest Surveys & Feedback

What is Customer Alliance?

Founded in 2009 | Headquarters in Berlin (Germany) | 87 employees
Reputation Manager (by Customer Alliance) is a comprehensive reputation management system designed for hoteliers. It offers robust tools to streamline the management of guest feedback by aggregating reviews from multiple portals into a single dashboard. The platform features customizable surveys, real-time monitoring of key performance metrics like CSAT, NPS, and CES, and advanced analytics to transform feedback into actionable insights. It also automates the sharing of positive reviews across major platforms such as Google and TripAdvisor, enhancing online presence and search rankings. With an AI-powered Reply Assistant, it ensures timely and personalized responses to guest comments, thereby improving guest satisfaction and operational efficiency.

Capabilities

Capture feedback

Understand feedback

Act on feedback

Share feedback

Features

Surveys & Feedback

4/5 features

Review Generation

4/5 features

Follow-up & Resolution

4/5 features

Reporting, Analytics & Insights

4/5 features

Channels

4/5 features

Available Add-ons & Modules

AI Reply Assistant

Reputation Management
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.

PREMIUM ADD-ON

Customer Alliance Reviews Summary

4.7
Excellent
Ease of Use
4.7/5
Customer Support
4.7/5
ROI
4.4/5
Implementation
4.8/5

Recommended by

Achievements

Trending Product

This vendor's trending score is rising, Reputation Manager (by Customer Alliance) is the #3 most trending product in the Reputation Management category (out of 50) and the #164 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 more
Certified Support

Customer Alliance’s customer support processes haven’t yet been verified by Hotel Tech Report.

Learn more about this achievement in the official press release
Certificate of Excellence

This vendor has earned 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
Ht score logo
84 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 how HotelTechReport uses millions of proprietary datapoints to rank the best hotel software in the world

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.

Customer Alliance Average Customer Alliance

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0

Success Stories

2

References

6

Featured Customers

Customer Alliance Case Studies

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Customer Alliance doesn’t have any case studies available

More Products by Customer Alliance

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Customer Alliance Reviews

Hotelier Rating

Excellent
80
Very Good
15
Average
4
Poor
1
Terrible
0

Property Size

  • X-Small (9)
  • Small (9)
  • Medium (42)
  • Large (27)
  • X-Large (11)

Country

  • Germany
    Germany
    (43)
  • Italy
    Italy
    (13)
  • Mexico
    Mexico
    (12)
  • France
    France
    (11)
  • Switzerland
    Switzerland
    (4)
  • Austria
    Austria
    (4)
  • Spain
    Spain
    (3)
  • Belgium
    Belgium
    (2)
  • Ecuador
    Ecuador
    (1)
  • Iceland
    Iceland
    (1)
  • Poland
    Poland
    (1)
  • Sweden
    Sweden
    (1)
  • United States of America
    United States of America
    (1)

Region

  • North America
    North America
    (13)
  • Europe
    Europe
    (83)
  • South America
    South America
    (1)

Hoteliers say

Hoteliers like Customer Alliance for its ease of use, practical tools, and ability to streamline reputation management. The platform aids in optimizing operational processes by aggregating guest feedback across multiple portals, facilitating timely and informed responses. Specific features such as customizable surveys, task tracking, and in-depth analytics help increase revenue, reduce costs, and enhance guest experience. Critical points include delayed review updates from some portals and the high cost for smaller establishments.

AI-generated from the text of customer reviews

Ease of Use
Review Response Management
Review Aggregation
Integration Capabilities
Analytics and Reporting
Support and Assistance
Customization and Flexibility
Customizable Surveys
Real-time Updates
Cost and Pricing
10

Best professional tool for review and feedback management for the hotel industry

Manager Online Communication from 75-99 room City Center Hotel in Regensburg (Germany)

Verified
1 months ago
Customer Alliance is a great tool that provides us with valuable insights into our guests experiences. It also makes it easy to respond to reviews instantly through interfaces on different platforms. It is continuously evolving to improve the functionality and usability of the platform. In addition, Customer Alliance has proven to be a reli...
Country Germany
Manager Online Communication
Large Hotel
10

The best use of Ai for the review

Hotel innovation manager from 5 to 9 room Bed & Breakfast & Inn in Favignana (Italy)

Verified
1 months ago
I can respond immediately for all reviews with customer alliance AI. Using the data analysis I understand my position compared to my competitors.
Country Italy
Hotel innovation manager
X-Small Hotel
10

Organize your vision

Director from 10 to 24 room Boutique in Naples (Italy)

Verified
1 months ago
- simply to use, so friendly for all the members of my staff, that mean save time to learn, also the great automation, to customize a form and collect all the information for the client is perfect. The implementation give us the opportunity to never loose any client feedbacks.
Country Italy
Director
Small Hotel
10

Excellent tool with excellent service

Marketing from 100 to 199 room Branded Hotel in Wallisellen (Switzerland)

Verified
1 months ago
Customer Alliance offers a user-friendly platform that helps us to efficiently manage our guest reviews and to increase our guest's satisfaction in a targeted manner. The ability to centrally bundle and evaluate reviews from different channels is particularly impressive. The automated processes save a huge amount of time and the analysis to...
Country Switzerland
Marketing
Large Hotel
9

Guest satisfaction

Sales & Marketing Manager from 100 to 199 room Boutique in Berlin (Germany)

Verified
1 months ago
We are very happy to use Customer alliance because we can optimize our time and our responses are professional, efficient, complete and we have improved our online reputation and customer experience. With the survey also we have focused our investments and the review score has smotthly increased.
Country Germany
Sales & Marketing Manager
Large Hotel
10

Efficient reputation management through CA

Head of Marketing from 75-99 room Bed & Breakfast & Inn in Innsbruck (Austria)

Verified
1 months ago
The collected and processed data enables hotels to make informed decisions, recognize trends, identify strengths and weaknesses and thus optimize operational processes.
Country Austria
Head of Marketing
Large Hotel
10

Global vision

Gérant from 10 to 24 room Branded Hotel in Nice (France)

Verified
2 months ago
Comment management for now, recovery of potential customers directly without going through the booking platform. our booking partners
Country France
Gérant
Small Hotel
10

An Essential Tool for Boosting Customer Satisfaction andReputation Management

Owner from 25-49 room Airport/Conference Hotel in Milan (Italy)

Verified
2 months ago
Customer Alliance is an outstanding tool for managing reviews and gathering customer feedback! Since we started using it, we have seen a significant increase in customer satisfaction and a smoother management of online reviews. The platform is intuitive and packed with features that make it easy to monitor feedback and analyze data. Additio...
Country Italy
Owner
Medium Hotel
8

Saves time and gives a good overview of the most important factor of your business, the customer's view.

Owner from 25-49 room Bed & Breakfast & Inn in Grindavik (Iceland)

Verified
3 months ago
One platform where reviews, our guests have on many different platforms, makes my life easier and we are quicker to respond to all reviews we get. This is very important factor as we highly valuated the time our guests spend in telling us how we can improve our business and we do of course like to reply to everyone that is doing us a favour...
Country Iceland
Owner
Medium Hotel
10

Best choice for hoteliers!

Head of Revenue from 500+ room Vacation Rentals & Villa in Wroclaw

Verified
3 months ago
Customer Alliance is an amazing tool that has simplified our reviews management. We no longer need to manually monitorall the OTAs, saving us a lot of time. Centralized dashboard allow us to quickly respond. Since implementing this software, our review count has increased, allowing us to focus on enhancing our services. We highly recommend...
Head of Revenue
X-Large Hotel
  • 1
  • 2
  • 3
  • 4
  • 5
  • 6

Expert Q&A and Partner Recommendations

Submit Recommendation
Question:

What does this product or service do well?

Answer:

Customer Alliance does well in helping hotels collect and manage guest feedback, improve online reviews, and boost visibility. Its tools are incredibly easy to use, and overall does a great job in driving better guest experiences.

Question:

What differentiates this product or service from the competition?

Answer:

Customer Alliance offers a more focused approach to managing direct feedback and surveys, emphasising customisable features and streamlined data ownership. Customer Alliance often appeals to hoteliers seeking a more hands-on, personalised touch.

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:

Make the most of Customer Alliance by customising feedback surveys to fit your brand and goals. Use the insights to improve guest experiences and actively manage your online reputation for maximum impact.

RecommendationAvatar RecommendationAvatar RecommendationAvatar + 10 recommend
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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.

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Help Center Product Updates
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2025

Learn more about the GCSC Certification

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Response Time

Less than a day

Recommended

93%

Optimized for quick response

This vendor has enabled Instant Connect to deliver fast follow-up to your request and same day price quotes.

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