TrustYou Customer Experience Platform (CXP)

4.4 (291 REVIEWS)

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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.
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Lina, Feray, Mano + 7 more experts recommend TrustYou

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TrustYou Customer Experience Platform (CXP)

4.4 (291 REVIEWS)

Ranked 3 (out of 56) in Reputation Management

AI-Powered Reputation Management (Review & Surveys) to Boost Guest Experience and Brand Reputation

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Bell avatar 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.

RecommendationAvatar RecommendationAvatar RecommendationAvatar

Accor, Mandarin Oriental, Wyndham & 270 others

Read their reviews

What 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

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.

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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

Verified expert recommendations

Description provided by TrustYou

FAQs

Capabilities

ResponseAI - Automate and Personalize Review Responses

One Inbox - Centralize all Surveys and Reviews

SentimentAI - Understand Sentiment with Semantic Intelligence

Competitor Benchmark - Stay ahead of Competition

BI - Make Data-Driven Decisions with Analytics

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

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.

PREMIUM ADD-ON

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.

PREMIUM ADD-ON

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.

INCLUDED

TrustYou Reviews Summary

4.4
Very Good
Ease of Use
4.5/5
Customer Support
4.5/5
ROI
4.2/5
Implementation
4.3/5

Recommended by

Achievements

Trending Product

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 #208 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

TrustYou has opened its internal systems to Hotel Tech Report and earned the Verified Support Certification.

Learn more about this achievement in the official press release
Certificate of Excellence

This 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
Ht score logo
88 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

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.

TrustYou Average TrustYou

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No matching results

3

Success Stories

10

References

6

Featured Customers

More Products by TrustYou

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TrustYou Reviews

Hotelier Rating

Excellent
206
Very Good
42
Average
19
Poor
13
Terrible
11

Property Size

  • X-Small (13)
  • Small (14)
  • Mid-Sized (51)
  • Large (102)
  • X-Large (103)

Country

  • United States of America
    United States of America
    (41)
  • Germany
    Germany
    (16)
  • Switzerland
    Switzerland
    (14)
  • Thailand
    Thailand
    (13)
  • France
    France
    (12)
  • Spain
    Spain
    (12)
  • Canada
    Canada
    (10)
  • Italy
    Italy
    (9)
  • Egypt
    Egypt
    (9)
  • Austria
    Austria
    (9)
  • Indonesia
    Indonesia
    (8)
  • India
    India
    (8)
  • China
    China
    (8)
  • Poland
    Poland
    (7)
  • Vietnam
    Vietnam
    (7)
  • Croatia
    Croatia
    (6)
  • United Arab Emirates
    United Arab Emirates
    (6)
  • Singapore
    Singapore
    (5)
  • Malaysia
    Malaysia
    (5)
  • United Kingdom
    United Kingdom
    (5)
  • Greece
    Greece
    (5)
  • Morocco
    Morocco
    (4)
  • New Zealand
    New Zealand
    (4)
  • Australia
    Australia
    (3)
  • Turkey
    Turkey
    (3)
  • Czech Republic
    Czech Republic
    (3)
  • Israel
    Israel
    (2)
  • Namibia
    Namibia
    (2)
  • Japan
    Japan
    (2)
  • Cyprus
    Cyprus
    (2)
  • Netherlands
    Netherlands
    (2)
  • Qatar
    Qatar
    (2)
  • Ireland
    Ireland
    (2)
  • Portugal
    Portugal
    (2)
  • Brazil
    Brazil
    (2)
  • Andorra
    Andorra
    (1)
  • Paraguay
    Paraguay
    (1)
  • Tanzania
    Tanzania
    (1)
  • Montenegro
    Montenegro
    (1)
  • Cameroon
    Cameroon
    (1)
  • Malta
    Malta
    (1)
  • Kenya
    Kenya
    (1)
  • Oman
    Oman
    (1)
  • Chile
    Chile
    (1)
  • Togo
    Togo
    (1)
  • Kazakhstan
    Kazakhstan
    (1)
  • Mexico
    Mexico
    (1)
  • Colombia
    Colombia
    (1)
  • Slovakia
    Slovakia
    (1)
  • Bosnia and Herzegovina
    Bosnia and Herzegovina
    (1)
  • Pakistan
    Pakistan
    (1)
  • Laos
    Laos
    (1)
  • Fiji
    Fiji
    (1)
  • Sri Lanka
    Sri Lanka
    (1)
  • Saudi Arabia
    Saudi Arabia
    (1)

Region

  • North America
    North America
    (52)
  • Europe
    Europe
    (111)
  • Asia Pacific
    Asia Pacific
    (59)
  • Oceania
    Oceania
    (8)
  • Middle East
    Middle East
    (25)
  • South America
    South America
    (5)
  • Africa
    Africa
    (10)
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.
Country 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.
Country Tanzania
Marketing Manager
Large Hotel
Martin from TrustYou replied
Thank you for sharing your feedback. We're genuinely sorry to hear about your experience and take concerns like this very seriously. We’d like to understand what happened and work toward a resolution, but we’re unable to identify the specific case from this review alone. Please reach out to us directly at [email protected] so we can look into it and assist you further.
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
Country Chile
GM
Large Hotel
Kelly from TrustYou replied
Hello! Thank you for taking the time to submit a review. We value your feedback and will take your suggestions back to our team. Thanks for being a loyal client!
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.
Country Germany
Digital Marketing & Performance Specialist
X-Large Hotel
Vanessa from TrustYou replied
Hi! Thanks for your review. It's great to see that you benefit from both a high-level outlook and more granular details! We appreciate your comments regarding integrations and will pass this along to our Product Team.
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...
Country Croatia
Associate for CRM
X-Large Hotel
Vanessa from TrustYou replied
Hello! Thank you for your review. Your kind words about the effectiveness and accuracy of the product, our data security, and our wonderful customer service team are greatly appreciated! We will take your comments regarding the speed of service and additional training tools to our team internally.
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...
Country Spain
Head of Customer Service
X-Large Hotel
Vanessa from TrustYou replied
Hi there! Thank you for leaving such a detailed review. A combination of a great product and wonderful customer service is always great to hear! Thank you also for your suggestion of a more detailed tutorial for new users - we will definitely take that into consideration.
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...
Country Spain
Quality Manager
X-Large Hotel
Vanessa from TrustYou replied
Hi there! Thank you for taking the time to leave us such a thorough review. Understanding guest feedback and turning it into actionable changes is exactly what we want to hear! We also appreciate your feedback regarding the sentiment analysis and will take a look at this internally.
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
Country Spain
CCO
X-Large Hotel
Vanessa from TrustYou replied
Hello! Thanks for your review. Flexibility in both quantitative and qualitative data is what we strive for! We also appreciate your feedback in being more transparent about where we source our data and how scores are calculated.
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
Country Vietnam
Front Office Manager
Large Hotel
Vanessa from TrustYou replied
Hello! Thank you for your review. We appreciate your positive comment about the interface making it convenient for users to view and act on data! I will be sure to pass along your comment regarding your response rate to our Product Team.
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
Country Vietnam
Cluster General Manager
Large Hotel
Vanessa from TrustYou replied
Hi there! Thank you for taking the time to leave us a review. It's great to hear that you find the platform so relevant and insightful! We'll take your feedback regarding design and filters into consideration - we appreciate that feedback.
  • 1
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  • 3
  • 4
  • 5
  • 6
  • ...
  • 30

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.

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.

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.

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Support

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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Response Time

Less than a day

Recommended

88%

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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