MARA is the AI-powered reputation management software built for modern, independent hotels and hotel groups.
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TrustYou Customer Experience Platform (CXP)
4.6 (457 REVIEWS)
HT Score
95 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
TrustYou Customer Experience Platform (CXP)
Ranked 3 (out of 62) in Reputation Management
AI-Powered Reputation Management (Review & Surveys) to Boost Guest Experience and Brand Reputation
92% recommended by 428 hotels
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
TrustYou enhances hotel reputation management by consolidating guest reviews from various platforms into a singular, user-friendly dashboard. Users appreciate its sentiment analysis for identifying service improvements and benchmarking against competitors. However, some criticisms include delays in review syncing, average AI performance, and inflexible reporting. Overall, TrustYou's robust data-driven insights lead to increased guest satisfaction and operational efficiency, providing a competitive edge to hotels.
What Types of Hotels TrustYou is Popular For
Size
10 | X-Small (1-9 room)
44 | Small (10-49 room)
85 | Mid-Sized (50-99 room)
240 | Large (100-499 room)
78 | X-Large (500+ room)
Country
66 | France
45 | United States
20 | Indonesia
18 | Thailand
17 | Croatia
17 | Germany
17 | Spain
14 | Switzerland
14 | China
13 | Vietnam
12 | Poland
12 | Egypt
11 | United Kingdom
11 | Italy
10 | Singapore
10 | India
10 | Canada
9 | Austria
8 | United Arab Emirates
7 | Malaysia
6 | Netherlands
6 | Morocco
6 | Turkey
5 | Brazil
5 | Portugal
5 | Greece
4 | New Zealand
3 | Japan
3 | Saudi Arabia
3 | Namibia
3 | Qatar
3 | Czech Republic
3 | Australia
2 | Tanzania
2 | Philippines
2 | Colombia
2 | Ireland
2 | Israel
2 | Cyprus
1 | South Africa
1 | Russian Federation
1 | Belgium
1 | Taiwan
1 | Bulgaria
1 | Peru
1 | Georgia
1 | Myanmar
1 | Sri Lanka
1 | Togo
1 | Mali
1 | Guinea
1 | Jordan
1 | Kenya
1 | Slovenia
1 | Chile
1 | Bangladesh
1 | Oman
1 | Andorra
1 | Paraguay
1 | Montenegro
1 | Cameroon
1 | Malta
1 | Fiji
1 | Kazakhstan
1 | Mexico
1 | Laos
1 | Slovakia
1 | Bosnia and Herzegovina
1 | Pakistan
Type
176 | Branded Hotels
162 | Boutique Hotels
149 | Luxury Hotels
148 | Airport/Conference Hotels
142 | City Center Hotels
139 | Resorts
138 | Bed & Breakfast & Inns
119 | Limited Service & Budget Hotels
35 | Extended Stay & Serviced Apartments
23 | Hostels
12 | Casinos
11 | RV Parks & Campgrounds
11 | Vacation Rentals & Villas
7 | Motels
Region
206 | Europe
103 | Asia Pacific
56 | North America
38 | Middle East
17 | Africa
10 | South America
8 | Oceania
Category
457 | Reputation Management
46 | Hotel CRM & Email Marketing
22 | Hotel Chatbots
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: 119
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.
SummaryAI - Summarize Experience. Get Suggestions.
SummaryAI - Summarize Experience. Get Suggestions.
Save hours of work by transforming guest feedback into clear AI-powered summaries with actionable suggestions to prioritize areas of improvement.
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.
SummaryAI - From Reviews to Action
Reputation Management
Turn guest feedback into your weekly action plan. AI-powered summaries highlight what matters most, so your teams can act fast and stay aligned. Save Time, Act on Feedback, Improve Your Guest Experience!
Q2 '26 Reputation Management Survey Insights
Is TrustYou a good fit for your hotel?
Rank
Hotel size
Popular alternatives
#1
of 10
Small
94%
(162)
GuestRevu is a top Reputation Management pick among small properties on HotelTechReport, because hoteliers point to one place for every review and the alerts that flag negative feedback fast enough to fix problems before they spread.
#1
of 14
Mid-sized
97%
(270)
MARA Solutions is a top Reputation Management pick among mid-sized hotels on HotelTechReport for the AI responses that learn a hotel’s tone and turn recurring topics into replies that sound on-brand, not canned.
#2
of 8
Large
97%
(69)
MARA Solutions is a top Reputation Management pick among Large on HotelTechReport because it generates replies tailored to each comment within seconds, so groups can answer guest feedback in a consistent brand voice.
Small
94%
(162)
#1
of 10
GuestRevu is a top Reputation Management pick among small properties on HotelTechReport, because hoteliers point to one place for every review and the alerts that flag negative feedback fast enough to fix problems before they spread.
Mid-sized
97%
(270)
#1
of 14
MARA Solutions is a top Reputation Management pick among mid-sized hotels on HotelTechReport for the AI responses that learn a hotel’s tone and turn recurring topics into replies that sound on-brand, not canned.
Large
97%
(69)
#2
of 8
MARA Solutions is a top Reputation Management pick among Large on HotelTechReport because it generates replies tailored to each comment within seconds, so groups can answer guest feedback in a consistent brand voice.
Rank
Hotel type
Popular alternatives
#1
of 14
Luxury Hotels
95%
(201)
GuestRevu is a top Reputation Management pick among Luxury on HotelTechReport, with reviewers valuing its tailored guest surveys that surface service gaps fast enough to fix them before reviews go public.
#1
of 5
Vacation Rentals & Villas
100%
(12)
GuestRevu is a top Reputation Management pick among Vacation-Rentals-Villas on HotelTechReport, with reviews pointing to AI-generated response drafts for OTA and TripAdvisor posts and sentiment by keyword and theme, which helps teams spot what guests are saying and reply in a set voice.
Luxury Hotels
95%
(201)
#1
of 14
GuestRevu is a top Reputation Management pick among Luxury on HotelTechReport, with reviewers valuing its tailored guest surveys that surface service gaps fast enough to fix them before reviews go public.
Vacation Rentals & Villas
100%
(12)
#1
of 5
GuestRevu is a top Reputation Management pick among Vacation-Rentals-Villas on HotelTechReport, with reviews pointing to AI-generated response drafts for OTA and TripAdvisor posts and sentiment by keyword and theme, which helps teams spot what guests are saying and reply in a set voice.
Rank
Region
Popular alternatives
#3
of 6
North America
96%
(37)
GuestRevu is a top Reputation Management pick among North America on HotelTechReport, with real-time review alerts and AI response drafts that help teams reply before small issues turn into public complaints.
#1
of 13
Europe
97%
(420)
MARA Solutions is a top Reputation Management pick among hotels in Europe on HotelTechReport, with hoteliers valuing the way its AI keeps replies on brand across many languages and surfaces clear analyses of guest feedback.
#2
of 6
Asia Pacific
94%
(18)
GuestRevu is a top Reputation Management pick among Asia Pacific on HotelTechReport because hoteliers value seeing reviews from all sites in one login and replying from the same place. Reviewers call it a “one stop shop” for guest feedback and data collection.
North America
96%
(37)
#3
of 6
GuestRevu is a top Reputation Management pick among North America on HotelTechReport, with real-time review alerts and AI response drafts that help teams reply before small issues turn into public complaints.
Europe
97%
(420)
#1
of 13
MARA Solutions is a top Reputation Management pick among hotels in Europe on HotelTechReport, with hoteliers valuing the way its AI keeps replies on brand across many languages and surfaces clear analyses of guest feedback.
Asia Pacific
94%
(18)
#2
of 6
GuestRevu is a top Reputation Management pick among Asia Pacific on HotelTechReport because hoteliers value seeing reviews from all sites in one login and replying from the same place. Reviewers call it a “one stop shop” for guest feedback and data collection.
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What you'll get
Full rankings
Access complete rankings based on verified reviews from real hoteliers to make informed decisions.
AI summaries and insights
Get AI-powered summaries of reviews and key differences to save hours of research time.
Price quote comparisons
Collect personalized quotes from multiple vendors and compare them side-by-side in a single click.
Free tech stack audit
Analyze your current hotel tech stack to identify gaps, redundancies, and optimization opportunities.
Free AI-Powered Report
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TrustYou Reviews Summary
Ease of Use
4.6/5
Customer Support
4.6/5
ROI
4.4/5
Implementation
4.5/5
Recommended by
Achievements
This vendor's trending score is rising, TrustYou Customer Experience Platform (CXP) is the #3 most trending product in the Reputation Management category (out of 62) and the #86 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 releaseHoteliers voted TrustYou as the #2 Reputation Management provider in the 2026 HotelTechAwards
Learn about the HotelTechAwards rigorous 3-month process to rank the best hotel software in the worldThis 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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Compare TrustYou to Top Alternatives
Quickly and easily gather feedback from your guests, uncover AI-powered insights and actively manage your online reputation
Review responses drafted by your ultra-personalised AI, refined by a team of native human editors, plus reputation analytics you can act on.
Want to find out if TrustYou 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
Great support system
Resort Manager from 50-74 room Boutique in Ubud (Indonesia)
Verified
8 months ago
We use TrustYou as our primary reference and benchmark for measuring guest satisfaction across all platforms. TrustYou greatly helps us evaluate the on-site team’s performance, understand guest feedback, and serves as one of the key tools in guiding our strategic and operational decisions.
Indonesia
Indonesia
Resort Manager
Mid-Sized Hotel
10
Perfect tool
General Manager from 100 to 199 room Branded Hotel in Krakow (Poland)
Verified
8 months ago
I do like the most option of sentiments trends.
I do like the most option of comparison to competitors.
I do like the most option of editing the sentiments.
I do like the most option of reviews to respond.
I do like the most option of category details.
Poland
Poland
General Manager
Large Hotel
8
Campanile Zwolle
Reception from 50-74 room City Center Hotel in Zwolle (Netherlands)
Verified
9 months ago
That people can put there experience on it it is easy to put on it and works nice to it.
Netherlands
Netherlands
Reception
Mid-Sized Hotel
10
Trust You, Trust Our Hotel Reputation
Front desk from 100 to 199 room Boutique in Tanjung Pandan (Indonesia)
Verified
9 months ago
Online reputation shown real time, friendly user, competitor check accurately, set goals as a yearly target for team, aligned with TripAdvisor.
Indonesia
Indonesia
Front desk
Large Hotel
10
Being able to track competitors and gather reviews in one place.
General manager from 100 to 199 room Bed & Breakfast & Inn in Campos dos Goytacazes (Brazil)
Verified
9 months ago
1 - Customer support. 2 - Direct interaction for portal responses; this year we had difficulties with Expedia, for example.
Brazil
Brazil
General manager
Large Hotel
10
Everything you need in one overview.
Rooms Division Manager from 100 to 199 room Boutique in Vinkeveen (Netherlands)
Verified
9 months ago
That we have all reviews in one overview and that we receive daily updates about our guests experiences. And the possibility to monitor the quality of our services.
Netherlands
Netherlands
Rooms Division Manager
Large Hotel
9
Competent customer response tool
Adjoint director from 500+ room Boutique in Paris (France)
Verified
9 months ago
Easy to use for responding to customer reviews, with multiple language options. The response is editable and can be directly integrated into different websites. Saves time for the teams.
France
France
Adjoint director
X-Large Hotel
6
Captures and consolidates data from various sources and various travellers
Feedback Coordinator from 50-74 room Branded Hotel in Ombika (Namibia)
Verified
9 months ago
- Convenience of tiles as they display & make it easy to access feedback.
- Variety of sources.
-T he Reviews page is a star!
- Review categorization and breakdown.
Namibia
Namibia
Feedback Coordinator
Mid-Sized Hotel
10
TrustYou Review – Technical Support
QMR Supervisor from 100 to 199 room Bed & Breakfast & Inn in Bandar Lampung (Indonesia)
Verified
9 months ago
TrustYou provides a reliable platform for managing and monitoring online guest reviews across multiple channels. The technical support team is responsive and helpful in addressing system-related issues, data discrepancies, and integration questions. Clear guidance and timely follow-ups support smooth daily operations and help ensure accurat...
Indonesia
Indonesia
QMR Supervisor
Large Hotel
10
I love TrustYou
General Manager from 100 to 199 room Bed & Breakfast & Inn in RiodeJaneiro (Brazil)
Verified
9 months ago
Everything is absolutely fantastic! I really like the platform performance and I access it every day! Nice job! keep it up!
Brazil
Brazil
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 helps customers understand, collect, and share feedback, which allows them to earn trust and make better decisions. Guest surveys and online reputation management work together in one platform to make it easy to understand the guests’ opinions and build a better product.
Showing all answers to: "What does this product or service do well?"
TrustYou helps customers understand, collect, and share feedback, which allows them to earn trust and make better decisions. Guest surveys and online reputation management work together in one platform to make it easy to understand the guests’ opinions and build a better product.
TrustYou collects reviews for hoteliers and helps hoteliers to understand their guests' opinions and build a better service. Besides that it surveys reviews on your website that improve SEO and helps travellers make booking decisions
TrustYou is a comprehensive solution with versatile areas of use; ranging from own guest surveys, collecting reviews from third party sites, to a guest messenger. Through smart analyses and interpretation of the collected data, TrustYou helps hotels improving their online reputation, and this on one single platform.
TrustYou Survey allows hotels to gather critical feedback at all stages of the guest journey. With this data, an informed hoteliers can ensure that they see that guests remain satisfied throughout/post their stay and are inclined to leave positive reviews.
Trustyou simplifies valuation management enormously. In only one tool all guest ratings from all platforms are collected and clearly displayed. This enables the hotelier to see his strengths and weaknesses at a glance so that he can implement his improvements immediately and precisely.
Question:
What differentiates this product or service from the competition?
Answer:
TrustYou can seamlessly integrate with IDeaS and help hoteliers influence every stage of the guest journey, empower clients to have confidence and ability to make the best decisions and maximize revenue.
Showing all answers to: "What differentiates this product or service from the competition?"
TrustYou can seamlessly integrate with IDeaS and help hoteliers influence every stage of the guest journey, empower clients to have confidence and ability to make the best decisions and maximize revenue.
Besides pushing surveys and collecting reviews, TrustYou makes it possible to communicate with the customer in real time to solve problems and improve the guest experience through different channels such as Facebook, sms, chat email and more.
A passion for their work and a smoothly operating system makes TrustYou a great partner for us at hotelkit. The extensive set of tools makes TrustYou suitable for several areas of use and therefore extra valuable for a hotel to use.
TrustYou Survey can start gathering feedback right away, reaching out to guests during and after their stay. Hotels can use the data gathered to improve their service delivery but TrustYou also helps improve a hotel's online reputation and ranking.
Due to the user-friendly interface, the tool is easy to understand for everyone. In addition, Trustyou's rating management can be individualised for each hotel, so that you do not get overwhelmed by a flood of data, but always have an eye on your own most important KPIs.
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:
Hoteliers have thousand of decisions to make each day. Getting feedback from your clients and incorporating the feedback into your forecast and pricing decisions is important and will help maximize revenue and profitability.
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?"
Hoteliers have thousand of decisions to make each day. Getting feedback from your clients and incorporating the feedback into your forecast and pricing decisions is important and will help maximize revenue and profitability.
TrustYou is a very professional company that helps hoteliers with their policies on reviews, online visibility and improving the guest experience. The result is more operational efficiency and revenue.
TrustYou helps hotels listening to their guests and collect feedback to make educated business decisions that will help you increase guest satisfaction and ultimately your business success. Give it a try!
All hotels should care about their online reputation. While post-stay feedback is important, it's vital that you are listening to mid-stay feedback and taking relevant action so that those guests leave your property with an overall positive experience.
Hotel evaluations play a very important role in the current times. If you want to optimise your evaluation management and work more efficiently with it, then Trustyou is certainly the right choice for you. At RateBoard we also know how important it is to have a balance between guest reviews and the pricing of your products. To ensure that this balance is always guaranteed, Trustyou offers a great solution.
+ 20
recommend
Recommended by
Olga Tolle-Rodrigues
Sr. Strategic Partner Manager
@
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Leon Pijpers
CMO
@
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Marius Donhauser
Founder & CEO
@
hotelkit
Tom Kirkham
Program Lead
@
SiteMinder
Daniela Stoehr
Head of Marketing
@
RateBoard
Olga Tolle-Rodrigues
Sr. Strategic Partner Manager
@
IDeaS
Leon Pijpers
CMO
@
RoomRaccoon
Marius Donhauser
Founder & CEO
@
hotelkit
Tom Kirkham
Program Lead
@
SiteMinder
Daniela Stoehr
Head of Marketing
@
RateBoard
Pedro Ramos
Director of Business Development
@
Portuguese Hotel Association
Feray Özcan
Sales Director
@
Mews
Feray Özcan
Sales Director
@
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Lina Gorga
Snr Manager Ecosystem Partnerships
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Christopher Antoni
Marketing Executive
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Marketing Executive
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Partner Manager
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Market Development Associate EMEA
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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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