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Guest Feedback (by Customer Alliance)
4.7 (65 REVIEWS)
HT Score
89 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
Yumiko, Gera, Jasmin + 10 more experts recommend Customer Alliance
Read RecommendationsGuest Feedback (by Customer Alliance)
Ranked 3 (out of 25) in Guest Surveys & Feedback
2024 Finalist
HotelTechAwards
Hoteliers voted Customer Alliance as the #3 Guest Surveys & Feedback provider in the 2024 HotelTechAwards
Learn about the HotelTechAwards rigorous 3-month process to rank the best hotel software in the worldCustomer Alliance makes it easy to capture, understand, share and act on feedback and reviews
93% recommended by 99 hotels
Radisson Hotels, Brit Hotel, Villa Crespi & 96 others
What is Customer Alliance?
Founded in 2009 | Headquarters in Berlin (Germany) | 87 employees
Guest Feedback (by Customer Alliance) is a robust feedback management system for hoteliers that streamlines the collection, consolidation, and analysis of guest reviews. The platform centralizes feedback from various channels like Email, SMS, QR codes, and apps, making it easy to monitor and respond to reviews from a single dashboard. Real-time tracking of metrics like Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) helps identify strengths and weaknesses, facilitating better operational decisions. Additionally, it enhances online presence and search rankings by auto-distributing reviews to platforms like Google and TripAdvisor. The AI Reply Assistant enables quick, personalized response to feedback, ensuring guests feel heard and valued, ultimately leading to improved customer satisfaction and increased revenue.
Capabilities
Capture feedback
Capture feedback
Deliver engaging surveys on autopilot and capture feedback across every touchpoint. Connect insights from your customer’s digital and on-site experience, using Email, SMS, QR code, In-web, and In-App surveys.
Understand feedback
Understand feedback
Transform feedback into actionable, easy-to-understand insights to share with your team. Centralize all customer feedback and every online review in one smart dashboard and uncover the drivers of customer (dis-)satisfaction using our platform’s analytics capabilities.
Act on feedback
Act on feedback
With actionable insights and the powerful AI Reply Assistant, you're prepared to respond swiftly with unique, personalized responses to your customers' feedback at the push of a button. Our closed-loop feedback system puts the power in your hands, ensuring every customer feels heard putting you on the path to exceed their expectations!
Share feedback
Share feedback
Amplify your online presence, drive traffic, improve in search rankings, and showcase trust by automatically distributing and sharing your reviews across platforms, such as Google and TripAdvisor. Display your Customer Alliance widget directly on your website to further drive trust and improve conversions.
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
Available Add-ons & Modules
AI Reply Assistant
Guest Surveys & Feedback
What if you could reply to a review in 30 seconds
or less?
With AI Reply Assistant, you can. Generate a unique, personalized review response with just one click.
Customer Alliance Reviews Summary
Ease of Use
4.7/5
Customer Support
4.6/5
ROI
4.4/5
Implementation
4.6/5
Recommended by
Achievements
This vendor's trending score is rising, Guest Feedback (by Customer Alliance) is the #2 most trending product in the Guest Surveys & Feedback category (out of 25) and the #65 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 moreCustomer Alliance’s customer support processes haven’t yet been verified by Hotel Tech Report.
Learn more about this achievement in the official press releaseHoteliers voted Customer Alliance as the #3 Guest Surveys & Feedback 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
Customer Alliance 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.
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Customer Alliance Case Studies
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References
"Customer Alliance gives us the technical ability to personally contact all our guests and actively request their feedback. At the same time, we have the opportunity to distribute this guest feedback on various rating portals and to respond to each rating individually. This direct feedback, along with the software's detailed analysis feature, allow us to identify and improve our weak points."
Christian Hempel-Werner
Head of Business Operations @
A&O Hotels and Hostels
"With Customer Alliance, we have not only improved our positioning on Google and TripAdvisor, but we have also achieved a much more efficient management of our guest's feedback. It has also been key in helping all our Directors with the management of the online reputation for their properties."
Adelina Cantarell
Directora Comercial @
HCC Montblanc
Featured Customers
Popularity by Segment
Size
9 | X-Small (1-9 room)
9 | Small (10-24 room)
42 | Medium (25-74 room)
27 | Large (75-199 room)
11 | X-Large (200+ room)
Country
43 | Germany
13 | Italy
12 | Mexico
11 | France
4 | Switzerland
4 | Austria
3 | Spain
2 | Belgium
1 | Ecuador
1 | Iceland
1 | Poland
1 | Sweden
1 | United States of America
Type
34 | Boutiques
27 | Bed & Breakfast & Inns
25 | City Center Hotels
22 | Luxury Hotels
22 | Resorts
20 | Branded Hotels
20 | Airport/Conference Hotels
20 | Limited Service & Budget Hotels
9 | Extended Stay & Serviced Apartments
8 | Vacation Rentals & Villas
7 | Hostels
1 | RV Parks & Campgrounds
Region
83 | Europe
13 | North America
1 | South America
Category
65 | Guest Surveys & Feedback
53 | Reputation Management
More Products by Customer Alliance
Hotelier Rating
Hoteliers say
NEW AI Review summary
Hoteliers like Customer Alliance for its ability to consolidate reviews from multiple platforms into a single dashboard, facilitating easy monitoring and response. The tool enhances feedback management, improves customer satisfaction by identifying strengths and weaknesses, and offers intuitive interfaces. It also allows for effective competitor analysis and streamlined communication with guests, contributing to better operational decisions, increased revenue, and reduced costs. Some users noted integration issues and occasional slow customer support responses.
AI-generated from the text of customer reviews
Looking for specific info?
10
Best professional tool for review and feedback management for the hotel industry
Manager Online Communication from 75-99 room City Center Hotel in Regensburg (Germany)
Verified
9 days ago
Customer Alliance is a great tool that provides us with valuable insights into our guests experiences. It also makes it easy to respond to reviews instantly through interfaces on different platforms. It is continuously evolving to improve the functionality and usability of the platform. In addition, Customer Alliance has proven to be a reli...
Germany
Germany
Manager Online Communication
Large Hotel
10
The best use of Ai for the review
Hotel innovation manager from 5 to 9 room Bed & Breakfast & Inn in Favignana (Italy)
Verified
9 days ago
I can respond immediately for all reviews with customer alliance AI. Using the data analysis I understand my position compared to my competitors.
Italy
Italy
Hotel innovation manager
X-Small Hotel
10
Organize your vision
Director from 10 to 24 room Boutique in Naples (Italy)
Verified
10 days ago
- simply to use, so friendly for all the members of my staff, that mean save time to learn, also the great automation, to customize a form and collect all the information for the client is perfect. The implementation give us the opportunity to never loose any client feedbacks.
Italy
Italy
Director
Small Hotel
10
Comfy management, just few clicks away
Front Office Concierge from 10 to 24 room Boutique in Naples (Italy)
Verified
10 days ago
The opportunity to manage all feedbacks and surveys in just one window, simply by clicking on the side menu, working time is pretty much optimized.
Italy
Italy
Front Office Concierge
Small Hotel
10
Excellent tool with excellent service
Marketing from 100 to 199 room City Center Hotel in Wallisellen (Switzerland)
Verified
11 days ago
Customer Alliance offers a user-friendly platform that helps us to efficiently manage our guest reviews and to increase our guest's satisfaction in a targeted manner. The ability to centrally bundle and evaluate reviews from different channels is particularly impressive. The automated processes save a huge amount of time and the analysis to...
Switzerland
Switzerland
Marketing
Large Hotel
10
Efficient reputation management through CA
Head of Marketing from 75-99 room Bed & Breakfast & Inn in Innsbruck (Austria)
Verified
15 days ago
The collected and processed data enables hotels to make informed decisions, recognize trends, identify strengths and weaknesses and thus optimize operational processes.
Austria
Austria
Head of Marketing
Large Hotel
8
Helping tool
Manager from 50-74 room Boutique in Mouscron (Belgium)
Verified
28 days ago
Good too to centralize and analyze of the customers’ reviews. The menus are easy to go through and clear enough.
Belgium
Belgium
Manager
Medium Hotel
10
Very satisfied
Responsable Communication et RSE from 100 to 199 room Boutique in Bordeaux (France)
Verified
1 months ago
We are very satisfied with Customer Alliance. The platform is easy to use, intuitive. We use it every day to respond to customer reviews and to monitor the progress of customer satisfaction indicators. The platform is now, for us, an indispensable tool.
France
France
Responsable Communication et RSE
Large Hotel
8
Very practical for e-reputation.
Relation client from 10 to 24 room Bed & Breakfast & Inn in Champery (Switzerland)
Verified
2 months ago
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.
Switzerland
Switzerland
Relation client
Small Hotel
8
Saves time and gives a good overview of the most important factor of your business, the customer's view.
Owner from 25-49 room Bed & Breakfast & Inn in Grindavik (Iceland)
Verified
2 months ago
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 time our guests spend in telling us how we can improve our business and we do of course like to reply to everyone that is doing us a favour...
Iceland
Iceland
Owner
Medium Hotel
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Expert Q&A and Partner Recommendations
Submit Recommendation
Question:
What does this product or service do well?
Answer:
Customer Alliance does well in helping hotels collect and manage guest feedback, improve online reviews, and boost visibility. Its tools are incredibly easy to use, and overall does a great job in driving better guest experiences.
Showing all answers to: "What does this product or service do well?"
Customer Alliance does well in helping hotels collect and manage guest feedback, improve online reviews, and boost visibility. Its tools are incredibly easy to use, and overall does a great job in driving better guest experiences.
They have been one of the first really professional companies to dive into the digital world of guest feedback and reviews within hotels. They have done a great job building their base but always making sure to continuously improve their developments.
Customer Alliance is great at handling guest reviews. It collects, shares, and analyzes reviews online, helping hotels of all sizes manage their reputation better. It gives teams key insights into how they're doing compared to others, which helps them understand our guests and boost their revenue.
The best part is how it integrates with hotelkit. Every day, it automatically sends guest reviews to the right team members, making sure everyone is up-to-date. hotels can pick who gets the messages and decide if they’re public or private. Plus, they can easily discuss reviews in the comments.
Customer Alliance is an online reputation management and guest feedback platform primarily designed for hotels and the hospitality industry. Here's what it does well: Review Management, Feedback Collection, Analytics and Reporting, Reputation Enhancemen, Customer Engagement, Customization. Overall, Customer Alliance excels in providing hotels with the tools and insights needed to manage their online reputation, collect guest feedback, and enhance the guest experience.
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' reviews.
Question:
What differentiates this product or service from the competition?
Answer:
Customer Alliance offers a more focused approach to managing direct feedback and surveys, emphasising customisable features and streamlined data ownership. Customer Alliance often appeals to hoteliers seeking a more hands-on, personalised touch.
Showing all answers to: "What differentiates this product or service from the competition?"
Customer Alliance offers a more focused approach to managing direct feedback and surveys, emphasising customisable features and streamlined data ownership. Customer Alliance often appeals to hoteliers seeking a more hands-on, personalised touch.
Their expertise and how long they have been within the industry and business already. You will for sure have a great experience working with all of their motivated and skilled colleagues. Enjoy any type of collaboration you will have in the future.
Customer Alliance stands out because it fits right into hotels' daily workflow with hotelkit. This makes handling feedback a team effort. Unlike other services, it not only collects and shares reviews but also gives useful insights to understand market position better. This combo of easy communication and valuable analysis really sets Customer Alliance apart.
Customer Alliance differentiates itself from the competition in several key ways: Industry Focus, Comprehensive Platform, Multi-Channel Review Managemen, Advanced Analytics, Customization and BrandingCustomer, Direct Guest Engagement, Support and Training. Alliance stands out from the competition by offering a comprehensive, industry-specific solution with advanced features, customization options, and dedicated support.
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.
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:
Make the most of Customer Alliance by customising feedback surveys to fit your brand and goals. Use the insights to improve guest experiences and actively manage your online reputation for maximum impact.
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?"
Make the most of Customer Alliance by customising feedback surveys to fit your brand and goals. Use the insights to improve guest experiences and actively manage your online reputation for maximum impact.
It is the same thing I always say: get a demo, ask as many questions as possible, really understand how they work and then fully commit in getting to know the software and all its features. It will be great!
Make the most of the integration with hotelkit. Set up daily automatic reviews for specific team members, and encourage everyone to discuss feedback. This will keep your team on the same page and help you quickly address guest concerns, ultimately improving your hotel's reputation and guest satisfaction.
If you're considering Customer Alliance for your hotel, my advice would be to actively engage with your guests through the platform. Use it not only as a tool for managing reviews but also as a way to gather valuable feedback directly from your guests. Encourage guests to leave reviews and respond to their feedback promptly and thoughtfully. This engagement not only enhances your online reputation but also fosters stronger relationships with your guests, leading to increased loyalty and satisfaction.
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.
Recommended by
Yumiko Pagnoux
Strategic Partner Manager
@
Mews
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Jasmin Hopf
Product Owner - Integrations
@
hotelkit
Roberto D'Aquila
Area Sales Manager
@
HOTELCUBE PMS
Marius Donhauser
Founder & CEO
@
hotelkit
Yumiko Pagnoux
Strategic Partner Manager
@
Mews
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Jasmin Hopf
Product Owner - Integrations
@
hotelkit
Roberto D'Aquila
Area Sales Manager
@
HOTELCUBE PMS
Marius Donhauser
Founder & CEO
@
hotelkit
Roland Hehn
CEO
@
HQ plus
Tilmann Volk
Co-Founder
@
SuitePad
Olga Heuser
CEO
@
DialogShift
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Maximilian Lüders
Co-founder
@
MARA Solutions GmbH
Maureen Traeger
Partner Success Manager
@
straiv GmbH
Ullrich Kastner
GM & EVP
@
Myhotelshop GmbH
Moritz von Petersdorff-Campen
Managing Director
@
SuitePad GmbH
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Support
Unverified
Customer Alliance has not yet had their customer support processes certified by Hotel Tech Report. We recommend referencing the GCSC rubric during your demo call to make sure that this vendor has strong processes in place to support customers.
Support Not Verified
This vendor has not been GCSC Certified so Hotel Tech Report is unable to verify their support processes.
2025
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