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TrustYou Customer Experience Platform (CXP)
4.4 (291 REVIEWS)
HT Score
88 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
Lina, Feray, Mano + 7 more experts recommend TrustYou
Read RecommendationsTrustYou Customer Experience Platform (CXP)
Ranked 3 (out of 56) in Reputation Management
AI-Powered Reputation Management (Review & Surveys) to Boost Guest Experience and Brand Reputation
88% recommended by 273 hotels
Accor, Mandarin Oriental, Wyndham & 270 others
Bell - AI powered product analyst
I analyzed all of TrustYou’s product reviews, expert recommendations, features, capabilities, pricing, integrations and more to produce the below summary.
Hoteliers say
Hoteliers like that TrustYou helps improve guest satisfaction and streamline quality management through insightful data. It centralizes guest reviews, enhancing guest experience and enabling fast responses. TrustYou excels in sentiment analysis, global review aggregation, and target-setting for guest satisfaction. However, concerns about delayed updates, sentiment misclassification, and training accessibility are notable. The tool can significantly boost operational efficiency, but potential buyers should be aware of its limitations to ensure it meets their property needs.
Accor, Mandarin Oriental, Wyndham & 270 others
Read their reviewsWhat Types of Hotels TrustYou is Popular For
Size
13 | X-Small (1-9 room)
14 | Small (10-24 room)
51 | Mid-Sized (25-74 room)
102 | Large (75-199 room)
103 | X-Large (200+ room)
Country
41 | United States of America
16 | Germany
14 | Switzerland
13 | Thailand
12 | France
12 | Spain
10 | Canada
9 | Italy
9 | Egypt
9 | Austria
8 | Indonesia
8 | India
8 | China
7 | Poland
7 | Vietnam
6 | Croatia
6 | United Arab Emirates
5 | Singapore
5 | Malaysia
5 | United Kingdom
5 | Greece
4 | Morocco
4 | New Zealand
3 | Australia
3 | Turkey
3 | Czech Republic
2 | Israel
2 | Namibia
2 | Japan
2 | Cyprus
2 | Netherlands
2 | Qatar
2 | Ireland
2 | Portugal
2 | Brazil
1 | Andorra
1 | Paraguay
1 | Tanzania
1 | Montenegro
1 | Cameroon
1 | Malta
1 | Kenya
1 | Oman
1 | Chile
1 | Togo
1 | Kazakhstan
1 | Mexico
1 | Colombia
1 | Slovakia
1 | Bosnia and Herzegovina
1 | Pakistan
1 | Laos
1 | Fiji
1 | Sri Lanka
1 | Saudi Arabia
Type
105 | Branded Hotels
103 | Resorts
94 | Luxury Hotels
90 | City Center Hotels
86 | Boutiques
82 | Airport/Conference Hotels
76 | Bed & Breakfast & Inns
61 | Limited Service & Budget Hotels
26 | Extended Stay & Serviced Apartments
13 | Hostels
10 | Casinos
8 | Vacation Rentals & Villas
5 | Motels
4 | RV Parks & Campgrounds
Region
111 | Europe
59 | Asia Pacific
52 | North America
25 | Middle East
10 | Africa
8 | Oceania
5 | South America
Category
291 | Reputation Management
Didn’t find what you were looking for?
What is TrustYou?
Founded in 2008 | Headquarters in Kreisfreie Stadt München (Germany) | 170 employees
TrustYou Customer Experience Platform (CXP) is an AI-powered guest feedback and reputation management solution designed for the hospitality industry. It centralizes guest reviews and surveys, offering hoteliers comprehensive insights into guest satisfaction and operational quality. By utilizing advanced sentiment analysis through its SentimentAI and ResponseAI features, the platform enables hoteliers to improve product quality and respond quickly to guest feedback. This enhances guest experiences and streamlines quality management. Additionally, CXP facilitates reputation showcasing across channels and supports benchmarking to boost direct bookings, ultimately driving operational efficiency and revenue growth.
Powered by AI
This description was generated by AI which analyzed the following sources to summarize a description of TrustYou 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.
TrustYou Reviews Analyzed: 232
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.
TrustYou Expert Recommendations Analyzed: 0
Read expert recommendationsDescription provided by TrustYou
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.
TrustYou's Provided Description:
"TrustYou CXP is the AI-powered platform that transforms reviews and surveys into action. It helps you improve product quality, respond to all guest feedback instantly, and showcase your reputation across channels. With SentimentAI, ResponseAI, and powerful benchmarking, CXP unlocks operational insights, saves your team time, and drives more direct bookings."
FAQs
Capabilities
ResponseAI - Automate and Personalize Review Responses
ResponseAI - Automate and Personalize Review Responses
Respond to guest reviews in seconds with AI-generated replies that feel human. ResponseAI recognizes guest details, tone, and language—so every response is on-brand and context-aware. Save up to 75% of the time normally spent replying, increase response rates, and improve your overall review scores and visibility.
One Inbox - Centralize all Surveys and Reviews
One Inbox - Centralize all Surveys and Reviews
Unify your guest feedback workflow by bringing online reviews and direct surveys into a single, smart inbox. Respond faster, prioritize better, and never miss a comment—whether it’s from Google, Booking.com, or your own branded survey. With TrustYou’s CXP Inbox, your entire guest experience is visible, actionable, and always organized.
SentimentAI - Understand Sentiment with Semantic Intelligence
SentimentAI - Understand Sentiment with Semantic Intelligence
Go beyond star ratings and uncover what truly drives guest satisfaction. TrustYou’s SentimentAI analyzes 700+ categories of feedback to detect positive and negative trends—so you can take action where it matters most. Visual dashboards help you identify service gaps, prioritize improvements, and track performance over time with confidence.
Competitor Benchmark - Stay ahead of Competition
Competitor Benchmark - Stay ahead of Competition
Track how your property performs compared to competitors and internal benchmarks. Monitor key KPIs like review scores, sentiment, and response rates over time. TrustYou’s benchmarking tools highlight where you lead, where you lack and how to adjust strategies to stay ahead of the competition.
BI - Make Data-Driven Decisions with Analytics
BI - Make Data-Driven Decisions with Analytics
Access real-time guest experience data in flexible, customizable dashboards. Filter feedback by traveler type, stay details, or service category to uncover patterns and performance gaps. With TrustYou’s analytics tools, you can track trends, measure improvements, and empower every department to act with insight.
Portfolio Management - Manage Hospitality Enterprises
Portfolio Management - Manage Hospitality Enterprises
Manage guest feedback, performance metrics, and response quality across your entire portfolio—from one centralized platform. TrustYou makes it easy to compare locations, filter by brand or region, and ensure consistent service standards. Empower teams at every level with the insights they need to take action, stay aligned, and scale excellence.
Marketing Widgets - Boost Visibility with Reviews
Marketing Widgets - Boost Visibility with Reviews
Turn your best reviews into powerful marketing assets. TrustYou’s widgets display live guest feedback, TrustScores, and MetaReviews directly on your website or booking engine. Build trust, increase conversions, and let real experiences speak for your brand—automatically and effortlessly.
Connectivity - Connect Your Tech Stack With Ease
Connectivity - Connect Your Tech Stack With Ease
Connect effortlessly with leading CRM and PMS solutions via standardized APIs. Streamline your data for advanced insights.
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
ResponseAI - AI Response Generator
Reputation Management
ResponseAI generates smart, personalized replies to guest reviews in seconds—saving time and protecting your reputation. It recognizes guest details, tone, and language to craft human-like responses with minimal effort. By increasing response rates, it helps boost review scores, guest satisfaction, and long-term revenue.
Unlimited Guest Surveys
Guest Survey Software
Unlimited Surveys unlocks the full potential of guest feedback by allowing you to run as many pre-stay, on-site, and post-stay surveys as you need. Customize every touchpoint across the guest journey to gather insights, improve experiences, and drive loyalty—without any volume limits or extra charges.
Review Widgets
Direct Booking Tools
Display your best feedback, TrustScore, and MetaReviews directly on your website or booking engine to build trust and boost conversions—automatically updated, fully customizable, and easy to configure.
TrustYou Reviews Summary
Ease of Use
4.5/5
Customer Support
4.5/5
ROI
4.2/5
Implementation
4.3/5
Recommended by
Achievements
This vendor's trending score is rising, TrustYou Customer Experience Platform (CXP) is the #4 most trending product in the Reputation Management category (out of 56) and the #210 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 moreTrustYou has opened its internal systems to Hotel Tech Report and earned the Verified Support Certification.
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
TrustYou 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.
Get an Instant Price Estimate
Enter your room count to get an instant price estimate for your property
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References
"Finally, no more data silos! We gain a unified view of our guests and the ability to create targeted audiences quickly to enhance our marketing campaigns effectively."
Céline Mamane
Head of Digital Marketing @
MEININGER Hotel Berlin Hauptbahnhof
"TrustYou Guest Messaging allows us to place more emphasis on guest experience. We are able to increase real-time engagement with our guests and respond to incoming requests faster, like late check-outs and additional amenities. If guests are traveling for their anniversary, we can offer suite upgrades that also generate more revenue for us. We are experimenting with different messages and guests seem to love the personalized experience."
Kathryn Carling
Hotel Manager @
Abode Narrabundah
"Speaking for all 16 MEININGER Hotels, we are impressed by the great success we have achieved within a very short period of time using TrustYou Stars. The numbers are not only convincing, but we have the basis to improve operations. Knowing how our guests feel is vital to maintain our legendary Meininger atmosphere."
Eric Van Dijk
Managing Director @
MEININGER Hotel Berlin Hauptbahnhof
"We use TrustYou’s data points to make important decisions in both operations and management. The detailed reports are evaluated on a weekly basis to identify and immediately react to occurring deficiencies and to maintain high quality service levels. Due to a detailed comp set analysis, we also can account for our top competitors and be one step ahead at all times."
Selim Imre
Rooms Division Manager @
Aska River Suites
"Google is an essential part of the booking process, so we were looking to increase the volume of review content on the platform. TrustYou Stars has allowed us to gain significantly more reviews on Google, and we have also seen an improvement in review scores which helps travelers to find our hotels and convinces them to book with Ayres over our competition.<br /><br />"
Shanna Davis
Marketing Manager @
Ayres Hotel Costa Mesa - Newport Beach
"Getting positive feedback from guests is great and it reinforces our of our constant improvement. If we receive praises regarding one particular service, we keep working on that service, to make it even better."
Tetsuya Nakashima
Facilities Management Division Manager @
Namba Oriental Hotel
"Displaying TrustScores and Meta-Reviews on our website and thereby enabling Rich Snippets has shown incredible results. We observed an immediate 10% increase in “ organic revenue coming from an improved conversion rate as well as an increase in traffic. In part we were able to migrate paid to organic traffic helping us to free marketing budget for other performance campaigns. On the other hand, now www.nh-hotels.com is positioned in Google as the web that is considering more reviews than any other website which is helping us to generate incremental traffic."
Stephan Keschelis
Vice President E-Commerce & Digital Transformation @
NH Collection Munchen Bavaria
"Direct, fast communication and problem-solving is the key to a satisfied and happy guest, which can, in turn, result in good reviews and a loyal customer. Since our hotel is designed to appeal to a young and tech-savvy clientele, Amazon Echo seemed like the perfect match to receive guest requests from the room. Since we were already using TrustYou’s effective messaging tool and dashboard for direct guest communication, the combination of the two was the next logical step."
Jim Harness
General Manager @
ACME Hotel Company
"Google is an essential part of the booking process, so we were looking to increase the volume of review content on the platform. TrustYou Stars has allowed us to gain significantly more reviews on Google, and we have also seen an improvement in review scores which helps travelers to find our hotels and convinces them to book with Ayres over our competition."
Shanna Davis
Marketing Manager @
Ayres Hotel Costa Mesa - Newport Beach
"We use TrustYou’s data points to make important decisions in both operations and management. The detailed reports are evaluated on a weekly basis to identify and immediately react to occurring deficiencies and to maintain high quality service levels.. Due to a detailed comp set analysis, we also can account for our top competitors and be one step ahead at all times."
Selim Imre
Rooms Division Manager @
Aska Hotels Sun Queen Beach
Featured Customers
More Products by TrustYou
Hotelier Rating
Looking for specific info?
0
Unprofessional Approach
Guest Relations Manager from 200 to 499 room Bed & Breakfast & Inn in Camyuva (Turkey)
Verified
2 months ago
Sentiments and benchmark screen are useful. They can show some important points to us about our guest reviews for our property.
Turkey
Turkey
Guest Relations Manager
X-Large Hotel
0
Sales people tell lies to get you to sign the contract and will never rectify it.
Marketing Manager from 100 to 199 room Luxury Hotel in Marumbi (Tanzania)
Verified
4 months ago
Salespeople tell lies to get you to sign the contract and will never rectify it. I am waiting now for nearly a year to get compensation.
Tanzania
Tanzania
Marketing Manager
Large Hotel
10
It is a very valuable tool for our hotel
GM from 75-99 room Branded Hotel in Puerto Varas (Chile)
Verified
8 months ago
See the Comp set scores, have guest feedback and we miss an on house survey. Like other hotels have. thanks
Chile
Chile
GM
Large Hotel
8
Good program to get an overview about the performance of the business
Digital Marketing & Performance Specialist from 200 to 499 room Branded Hotel in Berlin (Germany)
Verified
9 months ago
TrustYou as a product is ideal to get an overview over the performance of the business but also enables the user to analyze key strengths and weaknesses on a property level.
Germany
Germany
Digital Marketing & Performance Specialist
X-Large Hotel
7
My Trust You Experience
Associate for CRM from 200 to 499 room Luxury Hotel in Rovinj (Croatia)
Verified
9 months ago
I love using Trust You! It's incredibly user-friendly, the surveys are good, and I've never had any issues with it crashing or not working. I love using Trust You! It's incredibly user-friendly,, the surveys are good, and I've never had any issues with it crashing or not working. Trust You has been a valuable tool for us. The platform's use...
Croatia
Croatia
Associate for CRM
X-Large Hotel
10
It is worth using this web tool!
Head of Customer Service from 500+ room Resort in Benidorm (Spain)
Verified
9 months ago
With TrustYou we can collect, analyse and optimise online reputation in real time allowing immediate actions to be taken to improve the customer experience or offer a correct management of the post-stay experience. 2. The tool integrates both positive and negative guest review, feedback and survey directly from the platform, which optimizes...
Spain
Spain
Head of Customer Service
X-Large Hotel
10
Our tool for everyday life
Quality Manager from 200 to 499 room Branded Hotel in Peguera (Spain)
Verified
9 months ago
Our experience with the TrustYou tool has been exceptional. The tool has allowed us to better understand our guests, identify which areas need more attention, and improve key aspects of our service. What we value most is the ease of use and how it adapts to our specific needs. Additionally, the support team is always available to answer any...
Spain
Spain
Quality Manager
X-Large Hotel
8
Gives summarized information on our guests reviews
CCO from 200 to 499 room Bed & Breakfast & Inn in Cala Millor (Spain)
Verified
9 months ago
It offers great flexibility in searching for the right information, and you can have access to numeric and semantic data
Spain
Spain
CCO
X-Large Hotel
10
Useful to update points ranking
Front Office Manager from 100 to 199 room Bed & Breakfast & Inn in Thuan An (Vietnam)
Verified
9 months ago
We always update our guest’s review quickly and good to know which level we are. Smart and reasonable layout interface makes it extremely convenient for users
Vietnam
Vietnam
Front Office Manager
Large Hotel
10
User friendly and easy to use for Hoteliers no matter which background/ department we from
Cluster General Manager from 100 to 199 room Bed & Breakfast & Inn in Thuan An (Vietnam)
Verified
9 months ago
seamless and detailed insights and data. Not too advanced or complex but just relevant and insightful for me to find what i need. Reviews summary on our website is also another plus to help me driving direct bookings which are our key strategy to drive in next years
Vietnam
Vietnam
Cluster General Manager
Large Hotel
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Expert Q&A and Partner Recommendations
Submit Recommendation
Question:
What does this product or service do well?
Answer:
TrustYou collects guest reviews for hoteliers, offering valuable insights into guest feedback. This helps hotels improve their reputation, enhance guest satisfaction, optimize operational efficiency and improve service quality.
Showing all answers to: "What does this product or service do well?"
TrustYou collects guest reviews for hoteliers, offering valuable insights into guest feedback. This helps hotels improve their reputation, enhance guest satisfaction, optimize operational efficiency and improve service quality.
Comprehensive Guest Feedback Analysis: TrustYou stands out for its ability to comprehensively analyze guest feedback from various online sources, providing actionable insights for hotels to enhance guest satisfaction.
Unified Platform: The tool offers a unified platform for managing and responding to guest reviews across multiple channels, streamlining the hotel's reputation management process and ensuring a consistent and efficient approach.
Advanced Sentiment Analysis: TrustYou utilizes advanced sentiment analysis technology to extract valuable insights from reviews, helping hotels understand guest sentiments, identify trends, and make informed decisions to improve overall guest experience.
TrustYou understands the potential of receiving feedback from the market, from
customers, and from employees. When companies listen to this feedback, they earn
trust, make better decisions, and ultimately, succeed. TrustYou is committed to pioneering a platform that makes listening to feedback easy, powerful, and actionable.
TrustYou have built a strong reputation in the market for having a robust solution for hoteliers. They look after the end-to-end customer journey and ultimately help you improve your property's reputation with guests and drive more bookings.
Very complete solutions that are very useful for hoteliers that want to improve the hotel's performance, namely price, reputation and guest experience.
Each product is flexible enough to be implemented in any type/segment of hotels.
Question:
What differentiates this product or service from the competition?
Answer:
TrustYou offers real-time messaging to engage with guests during their stay via SMS, email, or chat. It also helps consolidates reviews from major platforms and allows properties to leverage positive reviews for promotional purposes.
Showing all answers to: "What differentiates this product or service from the competition?"
TrustYou offers real-time messaging to engage with guests during their stay via SMS, email, or chat. It also helps consolidates reviews from major platforms and allows properties to leverage positive reviews for promotional purposes.
Multilingual Review Analysis: TrustYou distinguishes itself by offering advanced multilingual review analysis, allowing hotels to gain insights from reviews in various languages. This capability broadens the scope of understanding guest sentiments, especially in global hospitality settings.
TrustYou's sophisticated review analytics captures guests' sentiments around topics from more than 200 review sources to reveal essential insights into the guest experience. The reputation management solution helps hotels and restaurants positively impact their online reviews.
TrustYou has been a longtime partner with a good reputation. Their Survey product is particularly strong in gathering guest feedback and ensuring that hoteliers address issues and improve their online reviews.
Well built solution, solid and easy to use, from independent hotels to big hotel chains.
The teams gives all the support and training, make sure the hoteliers have the tools and knowledge to get the benefits from each solution.
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:
Online reputation is very important, and my advice to hotels considering these solutions is to explore as many options as possible to ensure all their needs are met. TrustYou is a professional company with a friendly and supportive team.
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?"
Online reputation is very important, and my advice to hotels considering these solutions is to explore as many options as possible to ensure all their needs are met. TrustYou is a professional company with a friendly and supportive team.
Embrace TrustYou as a powerful tool for guest feedback analysis and reputation management. Leverage its multilingual capabilities and integrated features to gain comprehensive insights into guest sentiments. Proactively engage with guests through surveys and messaging, fostering a more personalized and responsive approach to enhance overall guest satisfaction.
The one piece of advice I would give to hotels considering a solution, I would suggest to see as many as possible that would allow you to make a better decision. It is always useful to compare and contrast.
From my experience with TrustYou, they are a very comprehensive solution that covers many parts of the guest journey. Online reputation is particularly important for hoteliers and improving this is a constant exercise. Speak with the team on how to address your needs and they will be more than happy to help.
See a demo and try it.
Ask for the functions that cover the needs you identified, as well as other topics that TrustYou can recommend to implement on your hotel(s).
Ask for training to take the best out the solution.
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Verified Support
TrustYou has opened their internal support tools and processes to Hotel Tech Report and has achieved the GCSC Support Certification which verifies the tools and processes they have in place to support customers.
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