Customer Alliance

Ranked 12 (out of 40) in Reputation Management

Reputation Management

Turning reviews into revenue by giving hotels control of their guest experience from booking through...

Ratings Snapshot

Certificate of Excellence
Read 23 reviews
92%
Recommend
HTR Score icon
HT SCORE
22 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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Customer Alliance has fewer than 10 reviews in the past 6-months.

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Reviews Summary

Ranked #12 out of 40 in Reputation Management

Ease of Use
4.5/5
ROI
4.3/5
Implementation
4.7/5
Customer Support
4.7/5
Verified Customer Support

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

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Most popular for
  • Bed & Breakfast Leader: GuestRevu
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  • Boutique Leader: GuestRevu
    93%
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  • City Center 3 verified reviews
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  • Extended Stay Leader: TrustYou
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    2 verified reviews
  • Hostel Leader: GuestRevu
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  • Villas 2 verified reviews
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  • Vacation Rental Leader: TrustYou
    90%
    2 verified reviews
  • Branded Leader: TrustYou
    100%
    1 verified reviews
  • Limited Service 1 verified reviews
    100%
    1 verified reviews
  • Budget 1 verified reviews
    90%
    1 verified reviews

Customer Alliance Overview

Top Alternative: Revinate (Reputation)

Customer Alliance Overview

Founded in 2009 in Berlin, Customer Alliance is the European leader in guest experience and online reputation management solutions for the hospitality industry. Thousands of independent and chain hotels worldwide work with Customer Alliance to manage their digital guest experience and brand reputation throughout their guest journey. Within one industry-leading solution, hotels can individually com...

About Customer Alliance

Founded in 2009 | Headquarters in Berlin Germany | 87 employees

Integrates with

  • Booking Engine
  • Channel Managers
  • Direct Booking Tools
Browse integrations (39 verified)

Pros & Cons

Like 92% recommend

Manager from Extended Stay

Not expensive, continuous updates, effective. Support is fast and they contact us periodically.

CEO from Boutique

the email that informs automatically when getting a new review. The translation tool helps to understand foreign reviews even if sometime the translation is obviously weird.

directora from Budget

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.

Jefe Recepción from City Center

We thought that it would be a highly valued option to be able to answer directly from customer the values ​​of other portals such as Tripadvisor, instead of having to change the page.

General Manager from City Center

The semantics is not very clear or very faithful. Also the review grouping. Put reviews with a score of 5 with those that have a score of 7, and this is not good since 5 and 7 do not have the same value. (translated from...

Owner from Villas

a Web check-in is not a bad idea...Once they have Guest details, name, nationality, email, why not?

Read Reviews

Expert Q&A and Partner Recommendations

Question:

What does this product or service do well?

Answer:

Customer Alliance is one of the best and most experienced players on the market when it comes to reputation management and guest surveys. They offer a great platform to have all your reviews on one place with powerful semantic analysis and the possibility to directly respond to your clients' review...

by Marius Donhauser (hotelkit) on November 13, 2019

Question:

What differentiates this product or service from the competition?

Answer:

A perfect one-stop-shop for having all your reviews and recommendations at one single place, that is easy to access and work with. Furthermore, hoteliers can collect additional reviews to enhance the relationship with their guests and improve guest satisfaction.

by Marius Donhauser (hotelkit) on November 13, 2019

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:

Give it a try - there is not much to lose, you certainly go with one of the market-leaders in the segment and a team that is all about innovation with a truly customer-centric approach always having their clients requirements in mind.

by Marius Donhauser (hotelkit) on November 13, 2019

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Recommended by

Customer Alliance Alternatives

TrustYou (Reputation)

As part of the TrustYou Guest Feedback Platform, the reputation management solution helps hotels positively impact their hotel’s online reviews and ratings. By better understanding their guest's needs, hotels can make improvements that drive revenue and lead to operational excellence.

View Customer Alliance alternatives

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GETTING STARTED

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Features

  • Alerts & Notifications
  • Corporate Reporting
  • Mobile Accessibility
  • Workflow Management
  • Competitive Intelligence
  • Sentiment Analysis
  • Social Media
  • Revenue Reporting
  • Reporting Dashboard
  • SMS text messaging
  • Multi-property Management
  • Case Management

Active Markets

MARKETS SERVED
  • North America
  • South America
  • Europe
  • Asia Pacific
  • Middle East
  • Africa
VERIFIED MARKETS
  • Germany
  • Italy
  • France
  • Spain
  • Ecuador
  • Switzerland
  • Austria

23 Verified Customer Alliance Reviews

Likelihood to Recommend
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Low review volume alert

This vendor is 97% below the category average..

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Declining share of voice

This vendor has fewer recent reviews than average compared to other top Reputation Management providers. It is advised that you ask for recent references before proceeding.

October 08, 2019

Customer Alliance Review: Reviews are so important for direct bookings on the website.

Marketing Consultant from Other in Berlin (Germany)

Recommend 10/10
Full blue star
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What do you like most?

It is very helpful to see and comment all the review on one screen. it is so important to show the own reviews on the hotel website and to use the content for the SEO.

What do you dislike or think could be improved?

I believe there is big potential in MICE reviews. It would be great to distinguish between booker, trainer, delegate.

Customer Support
5
Ease of Use
4.5
Value for money
5
Implementation
5

August 01, 2019

Customer Alliance Review: Effective, not expensive and fast support

Manager from Extended Stay in Limone sul Garda (Italy)

Recommend 10/10
Full blue star
Full blue star
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Full blue star

What do you like most?

Not expensive, continuous updates, effective. Support is fast and they contact us periodically.

What do you dislike or think could be improved?

More clear interface to understand statistics so that everyone can enjoy all the tools provided.

Customer Support
5
Ease of Use
5
Value for money
5
Implementation
5

August 01, 2019

Customer Alliance Review: Simple & efficient

Owner from Vacation Rental in Sainte-Maxime (France)

Recommend 10/10
Full blue star
Full blue star
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Full blue star

What do you like most?

A full product for Reputation and Review Management, Simple and efficient A must have to keep attention to your clients and prospects The Label (Customer Alliance) is wellknown by a lot Clients, so it h...

What do you dislike or think could be improved?

We have the After-stay Relationship, Hope they will developp a pre and during stay application for clients (with google map, train station, codes, wifi codes, tv Channels availables, rules of the pull, o...

Customer Support
5
Ease of Use
5
Value for money
n/a
Implementation
5

April 18, 2019

Customer Alliance Review: Analyze our performance constantly and daily (translated from Italian) (Original) Poter analizzare il nostro...

General Manager from City Center in Catania (Italy)

Recommend 10/10
Full blue star
Full blue star
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Full blue star

What do you like most?

Being able to compare my hotel with competitors. Being able to analyze our performance constantly and daily. Be aware of all the reviews that talk about my structure (translated from Italian) (Original)...

What do you dislike or think could be improved?

The semantics is not very clear or very faithful. Also the review grouping. Put reviews with a score of 5 with those that have a score of 7, and this is not good since 5 and 7 do not have the same value. ...

Customer Support
5
Ease of Use
4.5
Value for money
5
Implementation
5

March 23, 2019

Customer Alliance Review: Très bien

Receptionniste from Bed & Breakfast in Nogent-sur-Seine (France)

Recommend 7/10
Full blue star
Full blue star
Full blue star
Half blue star
Empty blue star

What do you like most?

Easy-to-use site, good follow-up from sales people, clear and practical website (translated) Original: Site simple d'utilisation, un bon suivi de la part des commerciaux, site clair et pratique

What do you dislike or think could be improved?

To be redirected each time on the site to answer the comments: not always practical, google and customer alliance: answer directly on customer alliance it is fast and simple! otherwise everything is ok (t...

Customer Support
5
Ease of Use
5
Value for money
n/a
Implementation
n/a

March 23, 2019

Customer Alliance Review: Customer Alliance is easy to use

Manager from Hostel in Berlin (Germany)

Recommend 10/10
Full blue star
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What do you like most?

Its easy for clients/guests and hotels and the dashboard is very informative.

What do you dislike or think could be improved?

I don't know...I am really satisfied with everything Customer Alliance offers.

Customer Support
5
Ease of Use
4.5
Value for money
3.5
Implementation
n/a

Pricing

Freemium (hotel can trial for free)
30 day trial
Monthly subscription (Flat)
Less than $500/month

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