Reputation Manager (by Customer Alliance)

4.6 (45 REVIEWS)

HTR Score icon
HT Score  
89 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
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Gera, Jasmin, Roberto + 9 more experts recommend Customer Alliance

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Reputation Manager (by Customer Alliance)

4.6 (45 REVIEWS)

Ranked 5 (out of 48) in Reputation Management

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

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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

Collect

Understand

Share

Take action

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

4.6
Excellent
Ease of Use
4.7/5
Customer Support
4.7/5
ROI
4.3/5
Implementation
4.8/5

Recommended by

Achievements

Trending Product

This vendor's trending score is rising, Reputation Manager (by Customer Alliance) is the #2 most trending product in the Reputation Management category (out of 48) and the #89 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
89 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

Popularity by Segment

Size

8 | X-Small (1-9 room)

6 | Small (10-24 room)

40 | Medium (25-74 room)

23 | Large (75-199 room)

10 | X-Large (200+ room)

Country

41 | Germany

12 | Mexico

9 | France

9 | Italy

4 | Austria

3 | Switzerland

3 | Spain

1 | Ecuador

1 | Iceland

1 | Poland

1 | Sweden

1 | Belgium

1 | United States of America

Type

29 | Boutiques

26 | Bed & Breakfast & Inns

21 | Resorts

19 | City Center Hotels

18 | Branded Hotels

18 | Limited Service & Budget Hotels

18 | Luxury Hotels

17 | Airport/Conference Hotels

8 | Extended Stay & Serviced Apartments

6 | Hostels

5 | Vacation Rentals & Villas

1 | RV Parks & Campgrounds

Region

73 | Europe

13 | North America

1 | South America

Category

58 | Guest Surveys & Feedback

45 | Reputation Management

More Products by Customer Alliance

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Customer Alliance Reviews

Hotelier Rating

Excellent
70
Very Good
14
Average
4
Poor
1
Terrible
0

Property Size

  • X-Small (8)
  • Small (6)
  • Medium (40)
  • Large (23)
  • X-Large (10)

Country

  • Germany
    Germany
    (41)
  • Mexico
    Mexico
    (12)
  • France
    France
    (9)
  • Italy
    Italy
    (9)
  • Austria
    Austria
    (4)
  • Switzerland
    Switzerland
    (3)
  • Spain
    Spain
    (3)
  • Ecuador
    Ecuador
    (1)
  • Iceland
    Iceland
    (1)
  • Poland
    Poland
    (1)
  • Sweden
    Sweden
    (1)
  • Belgium
    Belgium
    (1)
  • United States of America
    United States of America
    (1)

Region

  • North America
    North America
    (13)
  • Europe
    Europe
    (73)
  • South America
    South America
    (1)

Hoteliers say

NEW AI Review summary

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
9

Professional Reputation Management

Director E-Commerce from 500+ room Branded Hotel in Bad Arolsen (Germany)

Verified
4 days ago
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 review management is is great.
Country Germany
Director E-Commerce
X-Large Hotel
10

Timesaver and very easy to use

Partner from 5 to 9 room in Santiago de Querétaro (Mexico)

Verified
19 days ago
I like that I can see and respond to all reviews in one central place. Using the platform is very easy and intuitive.
Country Mexico
Partner
X-Small Hotel
9

Ease of management and excellent assistance

Back Office Manager from 25-49 room Branded Hotel in Livigno (Italy)

Verified
2 months ago
Speed ​​in easily managing reviews of multiple accommodation facilities. Distribution on various brand reputation portals. I encourage customers to review.
Country Italy
Back Office Manager
Medium Hotel
9

Immediate and complete

Digital Marketing Specialist from 75-99 room Resort in Calvagese della Riviera (Italy)

Verified
3 months ago
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.
Country Italy
Digital Marketing Specialist
Large Hotel
10

Great experience

Front office manager from 50-74 room Resort in Punta Ala (Italy)

Verified
3 months ago
You Need Customer Alliance if you want improve your services . It helps to understand the performing of every single Sector
Country Italy
Front office manager
Medium Hotel
9

Very operational

Gérante from 50-74 room Boutique in Saint-Malo (France)

Verified
4 months ago
the conversion + the design. (No need to make a very very long sentence, or even mega long, or super long. )
Country France
Gérante
Medium Hotel
9

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

directora from 50-74 room Limited Service & Budget Hotel in Irun (Spain)

Verified
4 months ago
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.
Country Spain
directora
Medium Hotel
10

Efficient reputation management through CA

Head of Marketing from 100 to 199 room Bed & Breakfast & Inn in Innsbruck (Austria)

Verified
8 months ago
With the collected and processed data, hotels can make informed decisions, recognize trends, identify strengths and weaknesses and thus optimize operational processes.
Country Austria
Head of Marketing
Large Hotel
10

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

General Manager from 25-49 room Bed & Breakfast & Inn in Belzig (Germany)

Verified
9 months ago
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 and excellent support team!
Country Germany
General Manager
Medium Hotel
10

Simplified management of customer reviews with Customer Alliance

Responsable Marketing & Communication au Domaine RIBERACH from 10 to 24 room Branded Hotel in Belesta (France)

Verified
9 months ago
Customer Alliance has proven to be an extremely effective customer review management tool for our establishment, Domaine Riberach. What we appreciate most is the practicality it offers our team. Task tracking features facilitate seamless collaboration and true teamwork. The platform's intuitive interface allows everyone to quickly understan...
Country France
Responsable Marketing & Communication au Domaine RIBERACH
Small Hotel
  • 1
  • 2
  • 3
  • 4
  • 5

Expert Q&A and Partner Recommendations

Submit Recommendation
Question:

What does this product or service do well?

Answer:

They have been one of the first really professional companies to dive into the digital world of guest feedback and reviews within hotels. They have done a great job building their base but always making sure to continuously improve their developments.

Question:

What differentiates this product or service from the competition?

Answer:

Their expertise and how long they have been within the industry and business already. You will for sure have a great experience working with all of their motivated and skilled colleagues. Enjoy any type of collaboration you will have in the future.

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:

It is the same thing I always say: get a demo, ask as many questions as possible, really understand how they work and then fully commit in getting to know the software and all its features. It will be great!

RecommendationAvatar RecommendationAvatar RecommendationAvatar + 9 recommend
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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.

View Support Certification

Help Center Product Updates
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2024

Learn more about the GCSC Certification

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Response Time

Less than a day

Recommended

93%

Optimized for quick response

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