Customer Experience Hub (Customer Alliance)

Ranked 5 (out of 26) in Guest Surveys & Feedback

Guest Surveys & Feedback

Ensure that customer’s voice is heard with timely and relevant communication.

Ratings Snapshot

Certificate of Excellence
Read 12 reviews
91%
Recommend
HTR Score icon
HT SCORE
75 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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Reviews Summary

Ranked #5 out of 26 in Guest Surveys & Feedback

Ease of Use
4.6/5
ROI
4.4/5
Implementation
4.4/5
Customer Support
4.6/5
Verified Customer Support

Customer Alliance’s customer support processes haven’t yet been verified by Hotel Tech Report.

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Most popular for
  • Boutiques Leader: GuestRevu
    90%
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  • Resorts Leader: TrustYou
    95%
    2 verified reviews
  • Luxury Hotels 2 verified reviews
    95%
    2 verified reviews
  • Bed & Breakfast & Inns Leader: GuestRevu
    80%
    2 verified reviews
  • Limited Service & Budget Hotels 1 verified reviews
    60%
    1 verified reviews
  • Vacation Rentals & Villas 1 verified reviews
    60%
    1 verified reviews
  • Branded Hotels Leader: GuestRevu
    100%
    1 verified reviews

Customer Experience Hub (Customer Alliance) Overview

Top Alternative: TrustYou (Guest Surveys)

Customer Experience Hub (Customer Alliance) Overview

Design your perfect customer communication. Automate the messages which your customers receive based upon key dates, such as booking, check-in or check-out date and also their customer profile. Ensure that your customers receive the information which they need before arrival, or even take the opportunity to upsell services to your guests to maximise revenue.

About Customer Alliance

Founded in 2009 | Headquarters in Berlin Germany | 87 employees

Integrates with

  • Reputation Management
  • In-Room Hotel Tablets
  • Property Management Systems
Browse integrations (6 verified)

Pros & Cons

Like 91% recommend

General Manager in

Easy-to-use tool to keep track of all reviews and improve quality assurance with practical tips. Communication before, during and after the stay can be improved immediately. Great interface options and excellent support ...

chargée de communication

All the opinions of the different platforms are gathered on this tool. It's very practical to have an overview and to be able to respond directly to the customer. The average of the ratings appears on our site, with the ...

Relation client

With just a few clicks, you have the possibility to send complete questionnaires to customers and respond directly via the platform. Indispensable tool for automatic sending to customers.

Owner

There is quite a delay from the review shows up at the OTA until it shows up at BA. We get rated by how quickly we respond so we are actually getting less rating at the OTA's as we are now replying later then when we did...

Hotelbetriebswirt

The communication between CA and customers. There has been a problem for a year now. You can no longer reach anyone and the answers are very slow.

chargée de communication

I am satisfied with the services. I don't see anything to improve for the moment, except the price which is high

Read Reviews

Expert Q&A and Partner Recommendations

Question:

What does this product or service do well?

Answer:

Customer Alliance is one of the best and most experienced players on the market when it comes to reputation management and guest surveys. They offer a great platform to have all your reviews on one place with powerful semantic analysis and the possibility to directly respond to your clients' review...

by Marius Donhauser (hotelkit) on November 13, 2019

Question:

What differentiates this product or service from the competition?

Answer:

A perfect one-stop-shop for having all your reviews and recommendations at one single place, that is easy to access and work with. Furthermore, hoteliers can collect additional reviews to enhance the relationship with their guests and improve guest satisfaction.

by Marius Donhauser (hotelkit) on November 13, 2019

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:

Give it a try - there is not much to lose, you certainly go with one of the market-leaders in the segment and a team that is all about innovation with a truly customer-centric approach always having their clients requirements in mind.

by Marius Donhauser (hotelkit) on November 13, 2019

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GETTING STARTED

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Features

Survey Builder

4/5 features

Delivery Channels

4/5 features

Review Generation

4/5 features

Follow-up & Resolution

4/5 features

Reporting, Analytics & Insights

4/5 features

Active Markets

MARKETS SERVED
  • Oceania
  • Antarctica
  • North America
  • South America
  • Europe
  • Central America
  • Asia Pacific
  • Middle East
  • Africa
VERIFIED MARKETS
  • Germany
  • France
  • Italy
  • Spain
  • Switzerland
  • Poland
  • Iceland

12 Verified Customer Alliance Reviews

Likelihood to Recommend
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Low review volume alert

This vendor is 87% below the category average..

November 22, 2022

Customer Experience Hub (Customer Alliance) Review: Through the guest feedback we learn quickly & efficiently how to advance our own business.

Marketing from Resorts in Willingen (Upland) (Germany)

Recommend 10/10
Full blue star
Full blue star
Full blue star
Full blue star
Full blue star

What do you like most?

Easy handling of the backend system. Great & constantly support of the Customer Success Manager. Super system to handle & to increase the own ratings of the company.

What do you dislike or think could be improved?

Nothing. We are very satisfied with customer alliance, how they support us and how quickly they try to solve problems.

Customer Support
5
Ease of Use
5
Value for money
5
Implementation
5

November 16, 2022

Customer Experience Hub (Customer Alliance) Review: Employee Survey of the team of the HOTEL ZOO BERLIN

HR- Training & Development from Luxury Hotels in Berlin (Germany)

Recommend 10/10
Full blue star
Full blue star
Full blue star
Full blue star
Full blue star

What do you like most?

Personal consultation and support in all questions concerning the creation of the surveys. Prompt implementation and support with all challenges.

What do you dislike or think could be improved?

Nothing.I was really satisfied with the whole process starting from the first meeting here in the hotel up to the sending of the results

Customer Support
5
Ease of Use
4
Value for money
5
Implementation
5

November 11, 2022

Customer Experience Hub (Customer Alliance) Review: Saves time and gives a good overview of the most important factor of your business, the customer's view.

Owner from Boutiques in Grindavik (Iceland)

Recommend 8/10
Full blue star
Full blue star
Full blue star
Full blue star
Empty blue star

What do you like most?

One platform where reviews, our guests have on many different platforms, makes my life easier and we are quicker to respond to all reviews we get. This is very important factor as we highly valuated the t...

What do you dislike or think could be improved?

There is quite a delay from the review shows up at the OTA until it shows up at BA. We get rated by how quickly we respond so we are actually getting less rating at the OTA's as we are now replying later ...

Customer Support
4
Ease of Use
5
Value for money
4
Implementation
5

October 11, 2022

Customer Experience Hub (Customer Alliance) Review: A very good tool for managing guest reviews

Auditor from Branded Hotels in Ruda Śląska (Poland)

Recommend 10/10
Full blue star
Full blue star
Full blue star
Full blue star
Full blue star

What do you like most?

One-stop access to all opinions of a given Hotel and the ability to respond to them in the tool. In addition, statistics, the ability to compare yourself between Hotels, but also the competition.

What do you dislike or think could be improved?

If guests add photos to reviews on an external portal, they should also be able to be viewed in the Customer Alliance tool.

Customer Support
5
Ease of Use
5
Value for money
4
Implementation
4

October 10, 2022

Customer Experience Hub (Customer Alliance) Review: Very practical for e-reputation.

Relation client from Bed & Breakfast & Inns in Champéry (Switzerland)

Recommend 8/10
Full blue star
Full blue star
Full blue star
Full blue star
Empty blue star

What do you like most?

With just a few clicks, you have the possibility to send complete questionnaires to customers and respond directly via the platform. Indispensable tool for automatic sending to customers.

What do you dislike or think could be improved?

respond live for tripadvisor as well. there were bugs several times with the booking.com platform, it was very annoying.

Customer Support
4
Ease of Use
4
Value for money
3
Implementation
4

October 07, 2022

Customer Experience Hub (Customer Alliance) Review: Very simple and effective.

DIRECTOR from Luxury Hotels in Donostia (Spain)

Recommend 9/10
Full blue star
Full blue star
Full blue star
Full blue star
Half blue star

What do you like most?

If you have a good team in the hotel and a good product, this tool helps you to be more profitable.

What do you dislike or think could be improved?

The distribution part. The treatment of the human team of Customer Alliance (Maria de los Muros and Annalisa) is unbeatable.

Customer Support
5
Ease of Use
4
Value for money
4
Implementation
4

Pricing

Freemium (hotel can trial for free)
30 day trial
Monthly subscription (Flat)
Less than $500/month

Recent News & Content

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Popular Customer Experience Hub (Customer Alliance) Integrations

View all (6 Customer Alliance Integrations)