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TrustYou Customer Experience Platform (CXP)
4.4 (325 REVIEWS)
HT Score
97 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
Tatiana, Pia Doris, Yumiko + 11 more experts recommend TrustYou
Read RecommendationsTrustYou Customer Experience Platform (CXP)
Ranked 2 (out of 57) in Reputation Management
AI-Powered Reputation Management (Review & Surveys) to Boost Guest Experience and Brand Reputation
90% recommended by 308 hotels
Accor, Mandarin Oriental, Wyndham & 305 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
The reputation management solution by the brand offers robust tools for decision-making, enhancing guest experiences through comprehensive monitoring and management of online reviews and surveys. It enables hotels to respond instantly, thus improving service quality and fostering guest loyalty. However, users indicate a need for more proactive tools for issue identification and specific recommendations for operations, which could further enhance revenue and customer satisfaction through precise action plans.
Accor, Mandarin Oriental, Wyndham & 305 others
Read their reviewsWhat Types of Hotels TrustYou is Popular For
Size
12 | X-Small (1-9 room)
15 | Small (10-24 room)
56 | Mid-Sized (25-74 room)
116 | Large (75-199 room)
124 | X-Large (200+ room)
Country
43 | United States of America
16 | Germany
15 | Spain
14 | Thailand
14 | France
14 | Switzerland
12 | Egypt
11 | Vietnam
10 | Canada
9 | Croatia
9 | India
9 | Indonesia
9 | Italy
9 | Austria
8 | Poland
8 | China
8 | United Kingdom
7 | United Arab Emirates
6 | Singapore
6 | Malaysia
5 | Greece
4 | New Zealand
4 | Portugal
4 | Morocco
4 | Turkey
3 | Czech Republic
3 | Netherlands
3 | Saudi Arabia
3 | Australia
2 | Japan
2 | Cyprus
2 | Brazil
2 | Namibia
2 | Ireland
2 | Qatar
2 | Israel
1 | Belgium
1 | Russian Federation
1 | Montenegro
1 | Oman
1 | Kenya
1 | Chile
1 | Tanzania
1 | Sri Lanka
1 | Taiwan
1 | Andorra
1 | Paraguay
1 | Bulgaria
1 | Cameroon
1 | Malta
1 | Togo
1 | Kazakhstan
1 | Mexico
1 | Fiji
1 | Colombia
1 | Slovakia
1 | Bosnia and Herzegovina
1 | Pakistan
1 | Laos
Type
129 | Branded Hotels
118 | Resorts
110 | Luxury Hotels
101 | Boutiques
101 | City Center Hotels
94 | Airport/Conference Hotels
86 | Bed & Breakfast & Inns
67 | Limited Service & Budget Hotels
29 | Extended Stay & Serviced Apartments
18 | Hostels
12 | Casinos
9 | Vacation Rentals & Villas
7 | RV Parks & Campgrounds
5 | Motels
Region
129 | Europe
69 | Asia Pacific
54 | North America
32 | Middle East
10 | Africa
8 | Oceania
5 | South America
Category
325 | Reputation Management
12 | Hotel CRM & Email Marketing
2 | 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: 1
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.
TrustYou Reviews Summary
Ease of Use
4.5/5
Customer Support
4.5/5
ROI
4.3/5
Implementation
4.4/5
Recommended by
Achievements
This vendor's trending score is rising, TrustYou Customer Experience Platform (CXP) is the #2 most trending product in the Reputation Management category (out of 57) and the #66 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 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
"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?
10
All helpfull
Front Office Manager from 100 to 199 room Airport/Conference Hotel in Thu Dau Mot (Vietnam)
Verified
1 days ago
TrustYou help us total our review point from website, that we can know our grade. We also get all the informations that we need quickly as well.Happy when we have TrustYou.
Vietnam
Vietnam
Front Office Manager
Large Hotel
10
TrustYou has become a valuable part of our guest experience management.
Asst Director of Ecommerce from 500+ room Luxury Hotel in (Vietnam)
Verified
1 days ago
I like sentiment analysis tool most. This tool helps identify key areas for improvement, especially in service quality and room cleanliness.
Vietnam
Vietnam
Asst Director of Ecommerce
X-Large Hotel
10
Online reputation management platform
Quality Director from 500+ room Boutique in Porec (Croatia)
Verified
5 days ago
Managing reviews from all online sources, sentiment analyses, benchmark of guest satisfaction score. Centralized inbox for managing all guest reviews, respond from all reviews from central inbox. Online survey creation.
Croatia
Croatia
Quality Director
X-Large Hotel
10
Amazing tool, super useful
Activation Manager in ENA loyalty from 500+ room Bed & Breakfast & Inn in Warsaw (Poland)
Verified
7 days ago
TrustYou is definitely a platform with many advantages, certainly easy to use and intuitive, user-friendly, all data in one place.
Poland
Poland
Activation Manager in ENA loyalty
X-Large Hotel
10
Great Platform
Loyalty Manager from 100 to 199 room Branded Hotel in London (United Kingdom)
Verified
7 days ago
Such an intuitive platform, would definitely recommend to colleagues, it is super easy to use in a great designed interfaced.
United Kingdom
United Kingdom
Loyalty Manager
Large Hotel
10
TY Review
OPS Specialist Reporting & Communication from 200 to 499 room Boutique in El Quseir (Egypt)
Verified
7 days ago
TY Analytics the complex overview and TY Hotel Survey for our hotel partners and to generate the NPS with extensive data.
Egypt
Egypt
OPS Specialist Reporting & Communication
X-Large Hotel
10
Very nice tool that allows you improve your strategy through the facilities
Quality Manager from in
Verified
8 days ago
10
Quality
Quality manager from 200 to 499 room Boutique in Rovinj (Croatia)
Verified
8 days ago
What I like most is the simplicity of use and the ability to generate reports that are essential for monitoring quality. Using the TY tool, we track the online reputation of all our properties and try to resolve negative comments by department on a weekly basis.
Croatia
Croatia
Quality manager
X-Large Hotel
10
ORM on point
GX Manager from 500+ room Branded Hotel in Milpitas (United States of America)
Verified
8 days ago
User friendly, clear overview of KPIs in the dashboards, the inbox is well organized and makes it easy to answer to reviews
United States of America
United States of America
GX Manager
X-Large Hotel
10
Review
Front office from 500+ room Luxury Hotel in Rovinj (Croatia)
Verified
8 days ago
I like easy access to all necessary data as well as the AI responding which helped a lot, especially concerning the variety of the offered languages.
Croatia
Croatia
Front office
X-Large Hotel
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Expert Q&A and Partner Recommendations
Submit Recommendation
Question:
What does this product or service do well?
Answer:
The integration of reputation management tools with marketing automation and a Customer Data Platform (CDP) is no longer a luxury—it's a fundamental strategy that transforms how hotels generate loyalty and direct bookings. This powerful synergy moves hotels beyond simply reacting to feedback and allows them to proactively leverage the guest voice as their most valuable marketing asset
Showing all answers to: "What does this product or service do well?"
The integration of reputation management tools with marketing automation and a Customer Data Platform (CDP) is no longer a luxury—it's a fundamental strategy that transforms how hotels generate loyalty and direct bookings. This powerful synergy moves hotels beyond simply reacting to feedback and allows them to proactively leverage the guest voice as their most valuable marketing asset
TrustYou makes it easy for hotels to truly listen to their guests. With AI-driven sentiment analysis, hotels gain actionable insights to improve experiences at every stage of the guest journey. Their survey and messaging tools strengthen communication before, during, and after a stay—turning feedback into loyalty and direct bookings. Add in an intuitive platform that saves staff valuable time, and it’s clear why TrustYou is such a powerful partner for hoteliers everywhere.
TrustYou provides hotels with a comprehensive platform for managing guest feedback, from surveys to review aggregation. It’s easy to use and gives clear insights into guest sentiment, which helps properties take action and improve the guest experience. The automation features also save time for hotel staff, making guest communication more efficient.
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.
The platform’s AI-driven sentiment analysis provides deep insights that help hotels improve the guest experience. The integration of reputation management with marketing and CDP functions means hotels can turn guest feedback into loyalty and direct bookings.
Question:
What differentiates this product or service from the competition?
Answer:
TrustYou combines Reputation Management, Guest Comms, and a CDP. Its 24/7 AI agent and global platform deliver actionable insights, making it the most trusted, scalable solution for boosting hotel efficiency and guest loyalty
Showing all answers to: "What differentiates this product or service from the competition?"
TrustYou combines Reputation Management, Guest Comms, and a CDP. Its 24/7 AI agent and global platform deliver actionable insights, making it the most trusted, scalable solution for boosting hotel efficiency and guest loyalty
TrustYou combines reputation management, guest communication, and a CDP in one place—giving hotels a complete solution instead of fragmented tools. Its AI-powered guest messaging handles requests 24/7, saving staff time while keeping the human touch guests expect. Add to that their global reach, proven integrations, and reliable track record, and you have a partner trusted by hotels of every size. But perhaps most importantly, the TrustYou team are great professionals to work with—supportive, knowledgeable, and genuinely committed to helping hotels succeed.
TrustYou stands out for the depth of its analytics and the flexibility of its survey and messaging tools. The integration with multiple review platforms and the ability to consolidate feedback in one place makes it especially valuable. Their AI-driven sentiment analysis and recent CDP developments also show real innovation in the reputation management space.
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.
Its AI guest messaging agent allows hotels to handle requests 24/7, proving
efficiency without losing the human touch. The analytics and reporting tools provide actionable insights, not just raw data, which helps hotel teams make smarter decisions.
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:
TrustYou is not just as a tool for managing reviews, but as a crucial strategic solution for any hotel focused on driving both loyalty and direct bookings. The platform's true power is unlocked through its comprehensive design: the more you integrate its features across guest surveying, real-time messaging, and online reputation management, the more value you will gain.
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?"
TrustYou is not just as a tool for managing reviews, but as a crucial strategic solution for any hotel focused on driving both loyalty and direct bookings. The platform's true power is unlocked through its comprehensive design: the more you integrate its features across guest surveying, real-time messaging, and online reputation management, the more value you will gain.
When considering TrustYou, my advice is: think of it as more than just a review tool. Guest experience is directly tied to revenue, and TrustYou helps you turn feedback into loyalty and direct bookings. For teams that are already stretched thin, its automation and AI tools save precious time while still improving guest satisfaction. And the more areas you use—surveys, messaging, and reputation management—the more value you unlock.
If you’re looking to level up your guest feedback strategy, TrustYou is a strong choice. It’s particularly useful for teams who want to streamline communication, get real-time insights, and ultimately drive more direct bookings by improving guest satisfaction. Make sure to explore all the automation and integration features - there’s a lot of value there.
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!
Guest experience is now directly tied to revenue — don’t underestimate the power of reputation management. TrustYou is not just a tool for collecting reviews — it’s a strategic solution that drives loyalty and direct bookings.
Recommended by
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@
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@
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Pia Doris Weber
Head of Field Marketing
@
RoomPriceGenie
Yumiko Pagnoux
Partner Associate
@
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Marius Donhauser
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@
hotelkit
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Lina Gorga
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Pedro Ramos
Director of Business Development
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Portuguese Hotel Association
Daniela Stoehr
Head of Marketing
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Leon Pijpers
CMO
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Program Lead
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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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