Reputation Manager (by Customer Alliance)

4.7 (64 REVIEWS)

HTR Score icon
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.
Learn how HotelTechReport uses millions of proprietary datapoints to rank the best hotel software in the world

Reputation Manager (by Customer Alliance)

Ranked 5 (out of 57) in Reputation Management

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

Customer Alliance is popular in Germany and Italy.

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.

What Types of Hotels Customer Alliance is Popular For

Size

9 | X-Small (1-9 room)

9 | Small (10-24 room)

46 | Mid-Sized (25-74 room)

28 | Large (75-199 room)

18 | X-Large (200+ room)

Country

47 | Germany

14 | Italy

12 | Mexico

11 | France

4 | Switzerland

4 | Austria

4 | Spain

3 | United States of America

2 | Poland

2 | Belgium

1 | Ecuador

1 | Iceland

1 | India

1 | Sweden

1 | Luxembourg

Type

40 | Boutiques

28 | Bed & Breakfast & Inns

28 | Branded Hotels

27 | City Center Hotels

27 | Luxury Hotels

27 | Resorts

25 | Airport/Conference Hotels

25 | Limited Service & Budget Hotels

11 | Extended Stay & Serviced Apartments

10 | Vacation Rentals & Villas

9 | Hostels

1 | Motels

1 | RV Parks & Campgrounds

Region

91 | Europe

15 | North America

1 | Asia Pacific

1 | South America

Category

70 | Guest Survey Software

64 | Reputation Management

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.

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

Verified expert recommendations

Description provided by Customer Alliance

FAQs

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
4.8/5
ROI
4.4/5
Implementation
4.7/5

Recommended by

Achievements

Trending Product

This vendor's trending score is rising, Reputation Manager (by Customer Alliance) is the #4 most trending product in the Reputation Management category (out of 57) and the #150 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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Customer Alliance Reviews

Hotelier Rating

Excellent
53
Very Good
7
Average
4
Poor
0
Terrible
0

Property Size

  • X-Small (8)
  • Small (5)
  • Mid-Sized (25)
  • Large (13)
  • X-Large (11)

Country

  • Germany
    Germany
    (22)
  • Italy
    Italy
    (11)
  • France
    France
    (9)
  • Mexico
    Mexico
    (4)
  • Spain
    Spain
    (3)
  • Switzerland
    Switzerland
    (2)
  • Austria
    Austria
    (2)
  • United States of America
    United States of America
    (2)
  • Poland
    Poland
    (2)
  • Ecuador
    Ecuador
    (1)
  • Iceland
    Iceland
    (1)
  • India
    India
    (1)

Region

  • North America
    North America
    (6)
  • Europe
    Europe
    (52)
  • Asia Pacific
    Asia Pacific
    (1)
  • South America
    South America
    (1)
7

If everything works a great tool

Online Reputation Manager from 200 to 499 room Boutique in Munich (Germany)

Verified
4 days ago
The super-fast service when you have questions or challenges. The team is truly top-notch! You can set specific, recurring points for the AI ​​to answer.
Country Germany
Online Reputation Manager
X-Large Hotel
10

Makes live easier

Assistant to the General Manager from 100 to 199 room Airport/Conference Hotel in CampDeMar (Spain)

Verified
4 days ago
A very practical tool that allows you to view all online reviews at a glance and respond to them directly from the same platform. It also offers many options for analyzing the results.
Country Spain
Assistant to the General Manager
Large Hotel
9

Customer Alliance rating

ORM from 100 to 199 room Bed & Breakfast & Inn in Los Angeles (United States of America)

Verified
5 days ago
Overview of all portals. Master login. Direct responses to reviews. A pretty good AI system. The online support is excellent.
Country United States of America
ORM
Large Hotel
10

Very helpful.

Dyrektor Ds. jakości from 500+ room Branded Hotel in Gdynia (Poland)

Verified
6 days ago
All reviews in one place. A great system for managing reviews across multiple properties. I recommend it to everyone who manages the brand's reputation.
Country Poland
Dyrektor Ds. jakości
X-Large Hotel
10

Easy to retrieve customer reviews from various online sites.

Quality Manager from 200 to 499 room Luxury Hotel in

Verified
10 days ago
Ease of responding to customer reviews via the AI ​​tool that provides accurate and rapid responses. Easy navigation on the application.
Quality Manager
X-Large Hotel
10

Completely satisfied with the product and service

COO from 75-99 room Branded Hotel in Ostseebad Kuhlungsborn (Germany)

Verified
12 days ago
A comprehensive tool with flexible components that delivers a quick and clear overview of all online guest feedback, enabling both AI and staff to provide fast yet precise hotel responses.
Country Germany
COO
Large Hotel
10

Excellent Reputation Management Tool for Hotels

Cluster Assistant Operation & Strategy from 500+ room Extended Stay & Serviced Apartment in Hamburg (Germany)

Verified
13 days ago
I really appreciate how Customer Alliance helps us collect and manage guest feedback efficiently. The surveys are easy to customize, and the platform gives clear insights into our reputation, making it simple to respond to reviews and improve our service. The reputation management features save us a lot of time and keep our hotel’s online p...
Country Germany
Cluster Assistant Operation & Strategy
X-Large Hotel
9

Excellent Customer Experience

Digital Project Lead from 25-49 room Resort in Galibeedu (India)

Verified
13 days ago
The customer support at Customer Alliance is outstanding. Ricardo, our Customer Success Manager, is highly knowledgeable and consistently proactive in addressing our needs. The platform itself is robust, reliable, and has proven to be a valuable tool for our organization.
Country India
Digital Project Lead
Mid-Sized Hotel
9

Still as satisfied as ever for years

Customer experience and communications manager from 500+ room Boutique in Bordeaux (France)

Verified
14 days ago
The responsiveness of the teams, both in technical support and assistance. We also like the flexibility of the platform, which is a real advantage for us.
Country France
Customer experience and communications manager
X-Large Hotel
10

Efficient and user-friendly system

Marketing Director from 500+ room Branded Hotel in Gdynia (Poland)

Verified
17 days ago
Comprehensive system for online reputation management, easy to work with, great customer service, efficient survey tools, good integration modules for web implementation, AI tools.
Country Poland
Marketing Director
X-Large Hotel
  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7

Expert Q&A and Partner Recommendations

Submit Recommendation
Question:

What does this product or service do well?

Answer:

Customer Alliance is one of the European market leaders in Guest Feedback and Online Reputation Management. The SaaS solution enables thousands of companies, independent hotels, and international chains worldwide to engage with guests at all stages of their journey to increase satisfaction and drive sales. Automated messages and flexible questionnaires ensure meaningful communication and a competitive insight into the company's performance. Advanced review analysis tools help to truly understand the guest feedback and to improve operations effectively, whilst keeping an eye on the performance of competitors. To take full control of your online visibility, guest ratings can be integrated into the website and distributed across the industry's leading review portals.

Question:

What differentiates this product or service from the competition?

Answer:

Common customers of the cloud-based dailypoint™ solution and Customer Alliance have access to comprehensive reviews and feedback reports. All relevant rating platforms and the feedback results and trends in dailypoint™ can be displayed.

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:

Their partnership manager always has been so supportive of the entire process, always making sure that everyone keeps the focus to meet the deadlines. Great team, great product! We get great data ouf of the integration!

RecommendationAvatar RecommendationAvatar RecommendationAvatar + 6 recommend
Recommended by
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Marius Donhauser Founder & CEO @ hotelkit
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Gera Bachner Quality & Project Manager @ hotelkit GmbH
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Christiane Gaul VP of Business Development @ dailypoint
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Pedro Lara Partnerships Manager @ Host Hotel Systems
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Gera Bachner Quality & Project Manager @ hotelkit GmbH
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Marius Donhauser Founder & CEO @ hotelkit
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Gera Bachner Quality & Project Manager @ hotelkit GmbH
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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.

View Support Certification

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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