MARA is the AI-powered reputation management software built for modern, independent hotels and hotel groups.
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Reputation Manager (by Customer Alliance)
4.6 (95 REVIEWS)
HT Score
78 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
Reputation Manager (by Customer Alliance)
Ranked 7 (out of 62) in Reputation Management
Customer Alliance is a guest feedback intelligence platform built for the hospitality industry.
93% recommended by 143 hotels
Customer Alliance is popular in Germany, Italy and France.
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 is a robust reputation management tool for hotels, centralizing guest feedback from various platforms into a single dashboard that enhances efficiency and precision in responses. It offers streamlined AI-generated responses, customizable surveys, and competitive benchmarking, crucially reducing time spent on administration. However, feedback indicates improvements are needed in AI response quality and direct responses on all platforms to fully realize its potential in elevating guest experience and increasing revenue.
Partners say
Industry experts recommend Customer Alliance as a hospitality-focused reputation and guest feedback hub that unifies portal reviews, surveys, analytics and AI replies in one workflow. They value its two-way integrations, daily delivery into hotel ops tools, and trend detection that turns feedback into action. Critics note it is highly focused on feedback management, so it may not replace broader guest-engagement suites.
JS
GD
GD
Julia, Juliet, Gabor and 12 others
Read their recommendationsWhat Types of Hotels Customer Alliance is Popular For
Size
9 | X-Small (1-9 room)
42 | Small (10-49 room)
43 | Mid-Sized (50-99 room)
37 | Large (100-499 room)
15 | X-Large (500+ room)
Country
60 | Germany
19 | Italy
16 | France
15 | Mexico
6 | Austria
5 | Switzerland
4 | Poland
4 | Spain
3 | United States
2 | Hungary
2 | Belgium
1 | Iceland
1 | Ecuador
1 | India
1 | Netherlands
1 | Canada
1 | Egypt
1 | Sweden
1 | Luxembourg
Type
52 | Boutique Hotels
41 | City Center Hotels
40 | Bed & Breakfast & Inns
38 | Airport/Conference Hotels
36 | Luxury Hotels
34 | Branded Hotels
34 | Resorts
32 | Limited Service & Budget Hotels
14 | Extended Stay & Serviced Apartments
11 | Hostels
11 | Vacation Rentals & Villas
2 | Casinos
1 | Motels
1 | RV Parks & Campgrounds
Region
122 | Europe
19 | North America
1 | Asia Pacific
1 | Middle East
1 | South America
Category
96 | Guest Survey Software
95 | Reputation Management
Didn’t find what you were looking for?
What is Customer Alliance?
Founded in 2009 | Headquarters in Berlin (Germany) | 87 employees
Reputation Manager (by Customer Alliance) is a comprehensive reputation management platform designed specifically for the hospitality industry. This tool efficiently consolidates guest feedback from various platforms, such as Booking.com and Expedia, into a unified dashboard. It streamlines processes through AI-generated responses and offers customizable surveys, significantly cutting down on administrative tasks. With competitive benchmarking and seamless integration with PMS, CRM, and Revenue systems, it empowers hotels to enhance guest experiences and drive revenue by transforming feedback into actionable insights and KPIs.
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: 32
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: 15
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
Capabilities
Capture feedback
Capture feedback
Capture feedback: Set up once, get customer insights forever. Run automated surveys via Email, SMS, QR code, In-web and In-App to capture feedback at every touchpoint, digital and on-site. Monitor CSAT, NPS and CES in real time for a complete view of every interaction and track satisfaction from start to finish.
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 AI Reply Assistant, respond swiftly to customer feedback with unique, personalized replies at the push of a button. Our closed-loop feedback system puts you in control, ensuring every customer feels heard and setting you on the path to exceed their expectations!
Share feedback
Share feedback
Amplify your online presence, drive traffic, improve 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
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
Admin & Settings
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.
Q4 '26 Reputation Management Survey Insights
Is Customer Alliance a good fit for your hotel?
Rank
Hotel size
Popular alternatives
#1
of 11
Small
95%
(168)
GuestRevu is the top alternative to Customer Alliance among small hotels on HotelTechReport. Hoteliers appreciate GuestRevu's ability to provide "structured guest feedback that lifts scores," enabling them to monitor trends and address operational areas needing improvement in real time.
#1
of 15
Mid-sized
97%
(275)
MARA Solutions is the top alternative to Customer Alliance among mid-sized hotels on HotelTechReport. Hoteliers highlight that MARA's AI generates personalized responses that align with their brand voice, significantly reducing the time spent on managing reviews and enhancing guest communication.
#1
of 9
Large
89%
(104)
TrustYou is the top alternative to Customer Alliance among large hotels on HotelTechReport. Reviewers highlight TrustYou's ability to provide a comprehensive view of guest sentiment, combining reviews from multiple channels into actionable insights, which supports focused service improvements and operational enhancements.
Small
95%
(168)
#1
of 11
GuestRevu is the top alternative to Customer Alliance among small hotels on HotelTechReport. Hoteliers appreciate GuestRevu's ability to provide "structured guest feedback that lifts scores," enabling them to monitor trends and address operational areas needing improvement in real time.
Mid-sized
97%
(275)
#1
of 15
MARA Solutions is the top alternative to Customer Alliance among mid-sized hotels on HotelTechReport. Hoteliers highlight that MARA's AI generates personalized responses that align with their brand voice, significantly reducing the time spent on managing reviews and enhancing guest communication.
Large
89%
(104)
#1
of 9
TrustYou is the top alternative to Customer Alliance among large hotels on HotelTechReport. Reviewers highlight TrustYou's ability to provide a comprehensive view of guest sentiment, combining reviews from multiple channels into actionable insights, which supports focused service improvements and operational enhancements.
Rank
Hotel type
Popular alternatives
#1
of 14
Luxury Hotels
95%
(209)
GuestRevu is the top alternative to Customer Alliance among luxury hotels on HotelTechReport. Hoteliers appreciate how GuestRevu's automated surveys and customizable feedback tools enable quick, actionable insights that proactively address guest concerns, enhancing service standards and operational efficiency.
#1
of 5
Vacation Rentals & Villas
100%
(13)
GuestRevu is the top alternative to Customer Alliance among vacation rentals and villas on HotelTechReport. Hoteliers highlight that the platform provides deep insights through its analytics, turning guest feedback into actionable information that supports smarter decision-making for improving their offerings.
#1
of 9
Extended Stay & Serviced Apartments
97%
(85)
MARA Solutions is the top alternative to Customer Alliance among extended stay serviced apartments on HotelTechReport. Hoteliers highlight that MARA's AI-driven review analysis and automated response generation significantly reduce manual workload, transforming guest feedback into actionable tasks, which enhances daily operations and response efficiency.
Luxury Hotels
95%
(209)
#1
of 14
GuestRevu is the top alternative to Customer Alliance among luxury hotels on HotelTechReport. Hoteliers appreciate how GuestRevu's automated surveys and customizable feedback tools enable quick, actionable insights that proactively address guest concerns, enhancing service standards and operational efficiency.
Vacation Rentals & Villas
100%
(13)
#1
of 5
GuestRevu is the top alternative to Customer Alliance among vacation rentals and villas on HotelTechReport. Hoteliers highlight that the platform provides deep insights through its analytics, turning guest feedback into actionable information that supports smarter decision-making for improving their offerings.
Extended Stay & Serviced Apartments
97%
(85)
#1
of 9
MARA Solutions is the top alternative to Customer Alliance among extended stay serviced apartments on HotelTechReport. Hoteliers highlight that MARA's AI-driven review analysis and automated response generation significantly reduce manual workload, transforming guest feedback into actionable tasks, which enhances daily operations and response efficiency.
Rank
Region
Popular alternatives
#2
of 9
North America
85%
(57)
TrustYou is the top alternative to Customer Alliance among mid-sized hotels on HotelTechReport. Hoteliers appreciate TrustYou’s ability to centralize guest feedback, which enhances their monitoring of reputation and helps them respond quickly to reviews, with insights that allow for targeted improvements.
#1
of 14
Europe
97%
(450)
MARA Solutions is the top alternative to Customer Alliance among hotels in Europe on HotelTechReport. Hoteliers highlight that MARA's AI-generated replies are "on-brand and specific," cutting down on the time needed to respond to guest reviews. With features that enable quick analysis of reviews, MARA helps operators focus on what matters most in enhancing their service.
North America
85%
(57)
#2
of 9
TrustYou is the top alternative to Customer Alliance among mid-sized hotels on HotelTechReport. Hoteliers appreciate TrustYou’s ability to centralize guest feedback, which enhances their monitoring of reputation and helps them respond quickly to reviews, with insights that allow for targeted improvements.
Europe
97%
(450)
#1
of 14
MARA Solutions is the top alternative to Customer Alliance among hotels in Europe on HotelTechReport. Hoteliers highlight that MARA's AI-generated replies are "on-brand and specific," cutting down on the time needed to respond to guest reviews. With features that enable quick analysis of reviews, MARA helps operators focus on what matters most in enhancing their service.
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What you'll get
Full rankings
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Customer Alliance Reviews Summary
Ease of Use
4.7/5
Customer Support
4.7/5
ROI
4.4/5
Implementation
4.6/5
Recommended by
Achievements
This vendor's trending score is rising, Reputation Manager (by Customer Alliance) is the #7 most trending product in the Reputation Management category (out of 62) and the #279 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
Compare Customer Alliance to Top Alternatives
AI-Powered Reputation Management (Review & Surveys) to Boost Guest Experience and Brand Reputation
Quickly and easily gather feedback from your guests, uncover AI-powered insights and actively manage your online reputation
Want to find out if Customer Alliance is the best fit for your hotel?
Tell us about your hotel’s location, room count, integrations and requirements and we’ll send a free custom list of recommended vendors.
Hotelier Rating
Looking for specific info?
10
Flexible, useful, and backed by fast customer service — site map could be better
Front Office Manager from 75-99 room Bed & Breakfast & Inn in Budapest (Hungary)
Verified
9 days ago
We have used Customer Alliance for many years now, and their flexibility, customer service response time, and general utility are second to none.
Hungary
Hungary
Front Office Manager
Mid-Sized Hotel
10
Clear, regular summaries sent automatically
Sales Assistant from 200 to 499 room in Dresden (Germany)
Verified
13 days ago
The review summary is very clear. It is a positive aspect that it is produced on a regular basis and sent to us automatically.
Germany
Germany
Sales Assistant
Large Hotel
10
Real-time guest insights with room for design improvement
Business Analytics from 500+ room Resort in Marsa Alam (Egypt)
Verified
16 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
10
Streamlined review management that saves time — one-click publishing still missing on some platforms
General Manager from 50-74 room Boutique in Budapest (Hungary)
Verified
30 days ago
Customer Alliance has become an essential tool in our daily hotel operations. The platform is intuitive, user-friendly, and easy to navigate. It significantly streamlines the process of monitoring, managing, and responding to guest reviews across multiple channels. The system helps us save time, improve efficiency, and maintain a strong onl...
Hungary
Hungary
General Manager
Mid-Sized 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
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
Positive experience
Owner from 50-74 room Bed & Breakfast & Inn in Tremosine sul Garda (Italy)
Verified
11 months ago
The ability to automatically enter addresses, even for customers coming from Wi-Fi, and to eliminate the offers of those we predict might penalize our ratings. The ability to distribute review requests among the portals at alternating times. Responding quickly from a single platform is another advantage we consider important, along with bei...
Italy
Italy
Owner
Mid-Sized Hotel
10
Precious
Owner from 10 to 24 room Bed & Breakfast & Inn in Scarlino (Italy)
Verified
11 months ago
- Immediate notification of new reviews.
- Breakdown of different channels.
- Widget on home page of our site.
- AI connection.
Italy
Italy
Owner
Small Hotel
- 1
- 2
- 3
- 4
- 5
- 6
- ...
- 10
Expert Q&A and Partner Recommendations
Submit Recommendation
Question:
What does this product or service do well?
Answer:
Customer Alliance makes guest feedback easy to collect, understand and act on. Reviews from leading portals like Booking.com, Expedia and HolidayCheck, plus CSAT and NPS surveys, come together in one platform and are turned into clear, AI-supported insights and KPIs. Through our integration, reviews are delivered daily into hotelkit to defined recipients, so teams see feedback where they already work and can discuss it right away.
Showing all answers to: "What does this product or service do well?"
Customer Alliance makes guest feedback easy to collect, understand and act on. Reviews from leading portals like Booking.com, Expedia and HolidayCheck, plus CSAT and NPS surveys, come together in one platform and are turned into clear, AI-supported insights and KPIs. Through our integration, reviews are delivered daily into hotelkit to defined recipients, so teams see feedback where they already work and can discuss it right away.
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.
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.
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.
It really grabs the essence of sentiments, which can turn valuable data into revenue.
Pulls reviews from major portals into one dashboard with true two-way integrations. Teams can monitor and reply directly without logging into each site.
Question:
What differentiates this product or service from the competition?
Answer:
Customer Alliance combines reputation management and guest surveys in one platform, backed by more than 90 integrations, including bidirectional connections to 19 major review portals. Feedback doesn’t stay locked in a dashboard for managers only: through integrations like the one with hotelkit, reviews reach operational teams automatically. This makes guest feedback a shared responsibility across the whole hotel instead of just a management report.
Showing all answers to: "What differentiates this product or service from the competition?"
Customer Alliance combines reputation management and guest surveys in one platform, backed by more than 90 integrations, including bidirectional connections to 19 major review portals. Feedback doesn’t stay locked in a dashboard for managers only: through integrations like the one with hotelkit, reviews reach operational teams automatically. This makes guest feedback a shared responsibility across the whole hotel instead of just a management report.
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.
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.
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.
Full breed, concentrated specifically toward its intent.
The recent rebuild centres on an AI-first architecture that combines review inbox, AI brand-voice replies, surveys, insights, and analytics in one place, aimed at reducing the need for multiple tools or manual analysis.
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:
Don’t treat guest feedback as a management-only topic. Connect Customer Alliance with the tools your team already uses every day, for example hotelkit, so reviews reach housekeeping, front office and F&B automatically. When the people who shape the guest experience see and discuss feedback directly, improvements happen much faster and the whole team becomes more aware of what guests really value.
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?"
Don’t treat guest feedback as a management-only topic. Connect Customer Alliance with the tools your team already uses every day, for example hotelkit, so reviews reach housekeeping, front office and F&B automatically. When the people who shape the guest experience see and discuss feedback directly, improvements happen much faster and the whole team becomes more aware of what guests really value.
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.
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.
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.
In short, it stands out for hotels (especially European or multi-property groups) that want one system to capture feedback across the stay, reply efficiently on major booking portals, and use impact-based AI analysis to decide what to fix first, rather than a broader review aggregator or a CRM-centric platform.
JS
GD
+ 12
recommend
GD
+ 12
recommend
Recommended by
JS
Julia Steixner
Performance Marketing & SEO
@
hotelkit
Juliet Villarico
DOSM
@
Servo
GD
Gabor Dencs
CEO
@
Bonomi
Danielle Eisenberg
Strategic Partnership Senior Manager
@
Duve
Arne Hegstad
Chief Growth Officer
@
Suusify
JS
Julia Steixner
Performance Marketing & SEO
@
hotelkit
Juliet Villarico
DOSM
@
Servo
GD
Gabor Dencs
CEO
@
Bonomi
Danielle Eisenberg
Strategic Partnership Senior Manager
@
Duve
Arne Hegstad
Chief Growth Officer
@
Suusify
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Maria Santoro
Partner Manager
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SIHOT
Christiane Gaul
VP of Business Development
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Partnerships Manager
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Olga Heuser
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Tilmann Volk
Co-Founder
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Gera Bachner
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Marius Donhauser
Founder & CEO
@
hotelkit
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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.
2027
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0.0/5
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