HOTEZA Achieves Level II Global Support Certification

This week, HOTEZA earned Hotel Tech Report’s level 2 Global Customer Support Certification (GCSC) for its investments into tools, processes, and strategies to ensure the ongoing success of its customers across the four key pillars of the GCSC Rubric, including: pre-emptive support, reactive support, coaching, and customer validation.

The Hotel Tech Report's GCSC certification program analyzes software vendors along critical dimensions of customer support infrastructure to help hoteliers minimize risk and maximize positive outcomes when selecting technology partners.  To become certified, companies must open their internal systems to Hotel Tech Report for assessment using HTR’s rigorous 34-point GCSC Rubric.

"Our approach to support is rooted in simplicity and partnership. By making our tools intuitive and our processes seamless, we enable hotel teams to focus less on administration and more on delivering exceptional guest experiences." Nikolay Beloshitsky, CEO @ HOTEZA

The below GCSC assessment outlines the verified systems and processes that HOTEZA has in place to educate, train, retain, and support customers.

Customer Orientation : Customer Focused

GCSC Support Rubric Section I: Pre-Emptive Support 

The Pre-Emptive support pillar of the GSCG Scoring Rubric audits the tools and processes the vendor has in place to provide customers with easy access to self-help resources.  These self-help resources serve as a basis to offer easy troubleshooting as well as to preempt answers to product-related questions before they arise, providing a more intuitive and seamless experience for clients.  The following are the rubric items that Hotel Tech Report has verified that HOTEZA has in place for clients:

• 1.1 Online knowledge base/help center: Vendor offers a searchable help center for customers to find answers to common customer questions easily.

• 2.1 Online training videos: Vendor offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge.

• 3.2 Tooltips: Vendor offers helpful tips and hints presented when users hover over buttons and UI elements in the interface. (min of 10 in-app tooltips)

• 4.1 Implementation documentation/roadmap: Vendor offers clients a visual map of the steps, processes, and stakeholders upon onboarding to ensure that all stakeholders are aligned to make the implementation process more seamless.

GCSC Support Rubric Section II: Reactive Support 

The Reactive Support Pillar assesses the company's responsiveness to clients and their ability to resolve issues quickly when they arise, ensuring prompt response and service to clients.  The following are the rubric items that Hotel Tech Report has verified that HOTEZA has in place for clients:

• 1.2 Transparent process: Vendor has opened up their systems to Hotel Tech Report via screen share to verify their tools and processes in place to deliver customer support.

• 1.3 Email support or phone support: Vendor at least one of the traditional methods of customer support channels, email or phone support (additional channels: phone, chat, email)

• 1.4 Multi-lingual support: Vendor offers support in the languages where they have active clients (English, Russian, Spanish, Turkish, Greek, Portuguese, Chinese, Croatian) 

• 1.5 Purpose-built support and ticket management tool: Vendor utilizes professional customer support software that has functionality to effectively manage support tickets, follow-up, escalations, and analytics.

• 2.2 Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel.

• 3.3 Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld.

• 3.5 Feature request tracking: Vendor offers the ability for clients to submit feature requests easily and has a methodology in place for escalating high-priority features.

• 4.4 24/7 support availability: Vendor offers 24/7 support to clients for around-the-clock assistance.

GCSC Support Rubric Section III: Customer Success & Coaching

While keeping customers happy is commonly thought of by software companies as the top priority, keeping them well informed is of equal importance. The third pillar of the GCSC Rubric identifies the key ways that vendors inform, educate, and train their customers to realize successful outcomes with their products.  The following are the rubric items that Hotel Tech Report has verified that HOTEZA has in place for clients:

• 1.7 Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction.

• 2.3 Product updates/changes (release notes/changelog): Vendor offers easily accessible, robust documentation of feature updates and product improvements to educate clients on new ways to maximize usage of the product.

• 2.4 Quarterly success check-ins: Vendor offers [at least] quarterly customer success check-ins to review progress, share best practices, and ensure that clients are successful and happy with the product or service.

• 3.6 Performance reporting: Vendor offers reporting and analytics to show clients the value of the product or service.

• 4.9 Dedicated customer success monitoring software: Vendor utilizes dedicated customer success software to monitor product usage and coach users to succeed with the product.

GCSC Support Rubric Section IV: Customer Validation

The GCSC’s 34-point rubric and Hotel Tech Report’s verification of internal tools and processes validate the vendor's systems in place; however, the validation of the success of these tools and processes can most significantly be validated by the unbiased perspectives of real hotelier customers.  This pillar examines unbiased, verified client reviews and satisfaction scores to validate that the processes in place are effective in meeting customer expectations, as reflected in their satisfaction ratings.  The following are the rubric items that Hotel Tech Report has verified that HOTEZA has in place for clients:

• 3.7 Public Feedback Validation: Vendor shows exemplary client relationships and is a top performer on Hotel Tech Report with more than 50 verified client reviews.

• 4.12 Avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 across all client reviews.

• 4.13 Vendor Confidence: The vendor voluntarily disclosed their internal customer satisfaction (NPS) score of 43.8, which exceeds SaaS industry benchmarks and indicates strong client satisfaction. This NPS score has been independently verified by Hotel Tech Report, reinforcing confidence in the vendor’s support systems and reliability. Such transparency reflects a high level of trust and a positive, results-driven relationship between the vendor and its clients.

About the Hotel Tech Report Global Customer Support Certification (GCSC)

Support is one of the most critical aspects of the vendor selection process. Yet, historically, there has never been a way to know the quality of a company’s support, until now. Using Hotel Tech Report’s proprietary framework, companies are assessed along four key dimensions: preemptive support, reactive support, coaching/success, and client validation, to provide hoteliers with unprecedented levels of transparency, making it easier to identify top technology partners.

For more information, please visit: https://partners.hoteltechreport.t.t.com/global-support-certification/