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TrustYou (Reputation)
4.4 (257 REVIEWS)
HT Score
92 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
Feray, Mano, Nadia + 7 more experts recommend TrustYou
Read RecommendationsTrustYou (Reputation)
Ranked 3 (out of 50) in Reputation Management
2024 Finalist
HotelTechAwards
Hoteliers voted TrustYou as the #2 Reputation Management provider in the 2024 HotelTechAwards
Learn about the HotelTechAwards rigorous 3-month process to rank the best hotel software in the worldThe better your reputation, the higher your revenue
89% recommended by 372 hotels
Accor, Mandarin Oriental, Wyndham & 369 others
What is TrustYou?
Founded in 2008 | Headquarters in Kreisfreie Stadt München (Germany) | 170 employees
TrustYou (Reputation) is a reputation management system designed specifically for hoteliers to centralize and streamline the management of guest reviews and feedback. This platform aggregates reviews from numerous global sources into a single inbox, including feedback from the hotel's own surveys, allowing for quick analysis and timely responses. With advanced sentiment analysis capabilities, it delivers insightful data to help improve guest satisfaction and quality management. By efficiently understanding and acting upon guest experiences, TrustYou enhances the overall guest experience and bolsters operational efficiency, driving more loyal customers and increased revenue.
Capabilities
Increase Efficiency with Review Management
Increase Efficiency with Review Management
Quickly analyze and respond to feedback aggregated from dozens of online sources from one inbox, including reviews collected from your own guest survey.
Gain Valuable Review Insights
Gain Valuable Review Insights
Access the highest quality semantic technology for clear and immediate visibility into what your guests are saying about your hotel or restaurant.
Track Important Hotel KPIs
Track Important Hotel KPIs
Choose from a variety of analytical reports or set up a custom report that measures your Key Performance Indicators (KPIs). Download reports directly from your account or have them scheduled to be automatically sent to your inbox.
Stay Ahead of Competition
Stay Ahead of Competition
Get competitive insights to see where you currently stand with competitors and identify how to outperform others.
Optimize Your Operational Efficiency
Optimize Your Operational Efficiency
Create and assign tasks for different departments or users to quickly address and respond to incoming guest requests and fix issues faster.
Conveniently Access Important Updates
Conveniently Access Important Updates
Understand how your hotel is performing, even while on-the-go, with the TrustYou mobile app. Create alerts to ensure you’re always up-to-date with new posts, reviews, or comments.
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
Save Time & Money with TrustYou's responseAI
Reputation Management
By using responseAI to respond to guest reviews, our technology can address most of the topics a guest mentions, so the response feels human while the effort required to answer from scratch is significantly reduced. Not only can responseAI help you save time and money in the short term, but it can help you make money in the long run with increased response rates leading to higher ADR and overall revenue.
TrustYou Reviews Summary
Ease of Use
4.5/5
Customer Support
4.5/5
ROI
4.3/5
Implementation
4.3/5
Recommended by
Achievements
This vendor's trending score is rising, TrustYou (Reputation) is the #5 most trending product in the Reputation Management category (out of 50) and the #223 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 2024 HotelTechAwards
Learn about the HotelTechAwards rigorous 3-month process to rank the best hotel software in the worldThis 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
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
"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 Central Station
"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 Hotel
"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
"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 Just In Beach
"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 da“ta 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 Just In Beach
Featured Customers
Popularity by Segment
Size
20 | X-Small (1-9 room)
20 | Small (10-24 room)
69 | Medium (25-74 room)
132 | Large (75-199 room)
141 | X-Large (200+ room)
Country
45 | United States of America
27 | Germany
25 | Switzerland
18 | Thailand
16 | Egypt
15 | Spain
15 | India
14 | France
12 | Indonesia
11 | Austria
10 | Croatia
10 | Poland
10 | Malaysia
10 | Canada
10 | United Arab Emirates
9 | Italy
9 | Vietnam
9 | China
7 | Australia
7 | United Kingdom
6 | Greece
5 | Ireland
5 | Singapore
4 | New Zealand
4 | Morocco
3 | Czech Republic
3 | Cyprus
2 | Japan
2 | Saudi Arabia
2 | Fiji
2 | Sri Lanka
2 | Namibia
2 | Netherlands
2 | Mexico
2 | Brazil
2 | Qatar
2 | Portugal
2 | Israel
1 | Paraguay
1 | Andorra
1 | Montenegro
1 | Slovenia
1 | Oman
1 | Chile
1 | Togo
1 | Laos
1 | Cameroon
1 | Colombia
1 | Malta
1 | Kenya
1 | Cambodia
1 | Kazakhstan
1 | Romania
1 | South Africa
1 | Slovakia
1 | Monaco
1 | Myanmar
1 | Bosnia and Herzegovina
1 | Pakistan
1 | Suriname
1 | Russian Federation
Type
142 | Resorts
127 | Luxury Hotels
113 | Branded Hotels
111 | Boutiques
111 | City Center Hotels
103 | Airport/Conference Hotels
93 | Bed & Breakfast & Inns
75 | Limited Service & Budget Hotels
33 | Extended Stay & Serviced Apartments
13 | Hostels
12 | Vacation Rentals & Villas
11 | Casinos
6 | Motels
5 | RV Parks & Campgrounds
Region
158 | Europe
86 | Asia Pacific
57 | North America
34 | Middle East
13 | Oceania
10 | Africa
6 | South America
Category
284 | Guest Surveys & Feedback
257 | Reputation Management
More Products by TrustYou
Hotelier Rating
Hoteliers say
NEW AI Review summary
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.
AI-generated from the text of customer reviews
Looking for specific info?
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
1 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
1 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 200 to 499 room Resort in Benidorm (Spain)
Verified
1 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
1 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
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
2 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
10
A Comprehensive, Game-Changing Tool for Guest Feedback & Reputation Management
Digital Marketing from 75-99 room Boutique in Legian (Bali)
Verified
2 months ago
TrustYou has truly transformed how we manage guest feedback and online reputation. The platform offers an all-in-one solution that allows us to easily gather guest insights through surveys, analyze the data in-depth, and respond in real time. The ability to filter and organize guest comments by sentiment is one of the standout features, mak...
Bali
Bali
Digital Marketing
Large Hotel
9
JHL Collections Sees Significant Score Increases Since Implementing TrustYou
Corporate Director of Quality & Continuous Improvement from 200 to 499 room Branded Hotel in Kecamatan Kelapa Dua (Indonesia)
Verified
8 months ago
With the help of TrustYou, JHL Collections has been able to improve
their on-site guest experiences, guest satisfaction, and quality
management, including review sentiments and process
improvement. TrustYou data has also played a critical role in
providing insights that have led to exceptional guest experiences.
For example, when the hotel...
Indonesia
Indonesia
Corporate Director of Quality & Continuous Improvement
X-Large Hotel
10
RPS
FOM from 100 to 199 room Bed & Breakfast & Inn in Pontianak (Indonesia)
Verified
11 months ago
RPS reflected in the increase in satisfaction score seen across touchpoints, greatest increase value for guest experience, performance and service
Indonesia
Indonesia
FOM
Large Hotel
9
Good partner for ORM
Project Coordinator from 100 to 199 room Branded Hotel in Vienna (Austria)
Verified
12 months ago
Trust You offers a good survey overview and good analyses. Also the way to create several reports is really easy and fast.
Austria
Austria
Project Coordinator
Large Hotel
9
We use TrustYou since 12+ years and are very happy about the proactive cooperation and the systems they provide.
Director E-Commerce from 100 to 199 room Branded Hotel in Hurth (Germany)
Verified
12 months ago
We started to use TrustYou already back in 2010 when the company still was a small startup company and Guest Reputation was a brand new thing in the hotel industry. We still work together with TrustYou because their products are still great and they have
developed during the past 12 years. I really like the effort of TrustYou that they neve...
Germany
Germany
Director E-Commerce
Large Hotel
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Expert Q&A and Partner Recommendations
Submit Recommendation
Question:
What does this product or service do well?
Answer:
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.
Showing all answers to: "What does this product or service do well?"
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.
All the materials provided by TrustYou are very clear, current and with examples. The last study led to strong, interconnected results that show deep insights into the consumer behavior of travelers: Profile of Today’s Reviewer, The importance of review collection etc..
Question:
What differentiates this product or service from the competition?
Answer:
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.
Showing all answers to: "What differentiates this product or service from the competition?"
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.
I do not know the products that the competition offers, so I cannot answer this question. But, I can consider that "reviews are best collected through guest satisfaction surveys, because this enables richer feedback on both the general stay as well as hotels’ specific areas of interests."
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:
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.
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?"
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.
I would recommend the big hoteliers in Brasov to use the services offered by TrustYou or at least to read the white papers provided by it for free. I present these materials to my students from the master's degree in tourism business administration in the hope that they will use them at their workplace.
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Are you a consultant or vendor that recommends TrustYou?
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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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