Get the valuable feedback you need to improve your guest experience.
Operations
Popular in Operations
POPULAR SEARCHES
FEATURED APPS
Revenue Management
Popular in Revenue Management
POPULAR SEARCHES
FEATURED APPS
Marketing
Popular in Marketing
POPULAR SEARCHES
FEATURED APPS
Guest Experience
Popular in Guest Experience
POPULAR SEARCHES
FEATURED APPS
Sorry, this functionality is only available for verified hoteliers
The project dashboard is a free tool that is only available to verified hoteliers to make adopting new technology easier by streamlining their research and simplifying their communication workflow.
Guest Feedback (by Customer Alliance)
4.6 (89 REVIEWS)
HT Score
88 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
Guest Feedback (by Customer Alliance)
Ranked 2 (out of 25) in Guest Survey Software
Customer Alliance makes it easy to capture, understand, share and act on feedback and reviews
92% recommended by 134 hotels
Customer Alliance is popular in Germany and Mexico.
Bell - AI powered product analyst
I analyzed all of Customer Alliance’s product reviews, expert recommendations, features, capabilities, pricing, integrations and more to produce the below summary.
Hoteliers say
Customer Alliance's guest survey software stands out for its customizable questionnaires and real-time feedback, enabling hotels to swiftly implement strategies for enhancing guest satisfaction and increasing revenue. The tool's AI features improve response quality and speed, fostering better guest interactions, while its customizable reporting options support data-driven decisions. However, integration limitations and reliance on customer support for certain features may hinder operational efficiency.
What Types of Hotels Customer Alliance is Popular For
Size
9 | X-Small (1-9 room)
12 | Small (10-24 room)
54 | Mid-Sized (25-74 room)
39 | Large (75-199 room)
23 | X-Large (200+ room)
Country
57 | Germany
19 | Italy
15 | Mexico
14 | France
5 | Switzerland
5 | Austria
4 | Spain
4 | Poland
3 | United States of America
2 | Belgium
1 | Luxembourg
1 | Sweden
1 | Canada
1 | Netherlands
1 | India
1 | Iceland
1 | Ecuador
Type
47 | Boutiques
37 | City Center Hotels
36 | Bed & Breakfast & Inns
33 | Airport/Conference Hotels
32 | Branded Hotels
32 | Luxury Hotels
32 | Resorts
30 | Limited Service & Budget Hotels
13 | Extended Stay & Serviced Apartments
11 | Hostels
10 | Vacation Rentals & Villas
2 | Casinos
1 | Motels
1 | RV Parks & Campgrounds
Region
114 | Europe
19 | North America
1 | Asia Pacific
1 | South America
Category
89 | Guest Survey Software
87 | Reputation Management
Didn’t find what you were looking for?
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.
Powered by AI
This description was generated by AI which analyzed the following sources to summarize a description of Customer Alliance 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.
Customer Alliance Reviews Analyzed: 5
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.
Customer Alliance Expert Recommendations Analyzed: 0
Read expert recommendationsDescription provided by Customer Alliance
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.
Customer Alliance's Provided Description:
"Capture feedback: Get set up once, and get customer insights forever. 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. With real-time monitoring of crucial metrics like CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), and CES (Customer Effort Score) you’ll gain a comprehensive view of each interaction and track satisfaction from start to finish. 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 customer (dis-)satisfaction drivers using our platform’s analytics capabilities. Share feedback: Amplify your online presence, drive traffic, improve search rankings, and showcase trust by automatically distributing and sharing your reviews across platforms like Google and TripAdvisor. Display your Customer Alliance widget directly on your website to drive trust and improve conversions. 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!"
FAQs
Guest Feedback (by Customer Alliance) Alternatives
Not sure if Customer Alliance is right for your hotel? Here are similar Guest Survey Software vendors that could be a good fit for your hotel:
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 Survey Software
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 Survey Software category (out of 25) and the #133 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 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
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.
Get an Instant Price Estimate
Enter your room count to get an instant price estimate for your property
No matching results
Compare Customer Alliance to Top Alternatives
Live survey solution to engage guests
Get correct feedback from your guests at the right time
Want to find out if Customer Alliance is the best fit for your hotel?
Tell us about your hotel’s location, room count, integrations and requirements and we’ll send a free custom list of recommended vendors.
Hotelier Rating
Looking for specific info?
8
The ease and efficiency of working with Customer Alliance
Sales & Marketing Manager from 100 to 199 room Boutique in Berlin (Germany)
Verified
4 days ago
Working with Customer Alliance helps us to centralize the main KPIs that we need to monitor in terms of our online reputation in a single panel. You can quickly and clearly see all the comments sorted, respond to them, and visually identify the areas where action is needed. It also makes it easier for us to have a dashboard organized accord...
Germany
Germany
Sales & Marketing Manager
Large Hotel
9
Feedback lists
Reservation Department from 100 to 199 room City Center Hotel in Cologne (Germany)
Verified
5 days ago
The best is the feedback file list, that we can upload and the system is transferring the guests information and that relief the work.
Germany
Germany
Reservation Department
Large Hotel
7
Flexible review management system with strong OTA/review platforms integrations
CMO from 100 to 199 room Branded Hotel in Paris (France)
Verified
6 days ago
- I particularly enjoy the seamless connection with many major OTA platforms such as Booking.com, Expedia.com, Google, Hotels.com, and more, which makes managing guest feedback incredibly efficient.
- Our account manager is always attentive, approachable, and ready to support us whenever needed.
- I appreciate the flexibility to choose wh...
France
France
CMO
Large Hotel
8
Customer Alliance review
Chargée de relation client from 50-74 room Airport/Conference Hotel in Six-Fours-les-Plages (France)
Verified
6 days ago
The availability of the support teams and our contact person. The detail of the data presented. The ease with which they respond to our customer feedback.
France
France
Chargée de relation client
Mid-Sized Hotel
10
Best guest survey software.
Owner ( former e-Commerce and Total Revenue Management ) from 50-74 room Boutique in Rendsburg (Germany)
Verified
7 days ago
I worked with many different tools, this one is a hit and run!
Stable guest surveys and amount of feedback generated from guests through this tool. It works.
Germany
Germany
Owner ( former e-Commerce and Total Revenue Management )
Mid-Sized Hotel
9
Intuitive and concrete
Guest Services Manager from 500+ room City Center Hotel in Acapulco (México)
Verified
7 days ago
It's intuitive, the information is clear, and the interface is user-friendly. The only area for improvement is the reporting system.
México
México
Guest Services Manager
X-Large Hotel
9
Customer alliance strengthens and assists with quality management
Manager from 50-74 room Boutique in Seevetal (Germany)
Verified
9 days ago
It's very easy to use. The dashboard is very clear and the implementation is also very simple. The integration on the homepage is excellent.
Germany
Germany
Manager
Mid-Sized Hotel
10
A tool for collecting and analyzing guest reviews
Audit from 100 to 199 room in Katowice (Poland)
Verified
10 days ago
We have reviews from all portals in one place. This allows us to quickly respond to feedback, making communication with guests as easy as possible. Importantly, Customer Alliance's connection to major booking portals means our responses are immediately implemented on these portals. It also supports responding to reviews using AI, significan...
Poland
Poland
Audit
Large Hotel
10
Excellent option for tracking guest reviews
Community Manager from 500+ room Bed & Breakfast & Inn in Mexicali (Mexico)
Verified
11 days ago
It's a great option for tracking and collecting guest feedback on OTAs and direct bookings. It also allows us to identify areas for improvement and follow up with the relevant teams.
Mexico
Mexico
Community Manager
X-Large Hotel
10
Customer Alliance is a real and ally!
E-Reputation Manager from 100 to 199 room City Center Hotel in Milan (Italy)
Verified
11 days ago
With Customer Alliance we finally have a smart way to monitor guest reviews from every OTA in one clean dashboard. Their survey system is an excellent tool for understanding what really drives the guest experience and guiding us toward meaningful improvements.
Moreover, their support team is fantastic always available, incredibly efficient,...
Italy
Italy
E-Reputation Manager
Large Hotel
- 1
- 2
- 3
- 4
- 5
- 6
- ...
- 9
Expert Q&A and Partner Recommendations
Submit Recommendation
Question:
What does this product or service do well?
Answer:
Customer Alliance helps hotels streamline their workflows by managing all reviews, surveys, and performance metrics from one centralized platform. It enables teams to easily track results, measure service performance, and boost online reviews effectively.
Showing all answers to: "What does this product or service do well?"
Customer Alliance helps hotels streamline their workflows by managing all reviews, surveys, and performance metrics from one centralized platform. It enables teams to easily track results, measure service performance, and boost online reviews effectively.
Customer Alliance is one of the European market leaders in Guest Feedback and Online Reputation Management.
The SaaS solution enables thousands of companies, independent hotels, and international chains worldwide to engage with guests at all stages of their journey to increase satisfaction and drive sales.
Automated messages and flexible questionnaires ensure meaningful communication and a competitive insight into the company's performance. Advanced review analysis tools help to truly understand the guest feedback and to improve operations effectively, whilst keeping an eye on the performance of competitors. To take full control of your online visibility, guest ratings can be integrated into the website and distributed across the industry's leading review portals.
Customer Alliance makes it easy to truly listen to our guests. Their tools help us understand what matters most to them, respond quickly, and continuously improve our service. It feels like having a partner focused on our success
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 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:
One of the major strenghts of Customer Alliance lies in its ability to capture and centralize guest feedback from all touchpoints in one platform, giving hotels a complete view of the guest experience. This makes it easier to monitor satisfaction, identify improvement areas, and take consistent action across departments.
Showing all answers to: "What differentiates this product or service from the competition?"
One of the major strenghts of Customer Alliance lies in its ability to capture and centralize guest feedback from all touchpoints in one platform, giving hotels a complete view of the guest experience. This makes it easier to monitor satisfaction, identify improvement areas, and take consistent action across departments.
Common customers of the cloud-based dailypoint™ solution and Customer Alliance have access to comprehensive reviews and feedback reports. All relevant rating platforms and the feedback results and trends in dailypoint™ can be displayed.
What sets Customer Alliance apart is their genuine care. They don’t just provide software—they support us every step of the way, offering guidance, flexible solutions, and insights that make a real difference for our guests and our team.
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.
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:
I recommend this solution for hotels aiming to increase guest loyalty, enhance their online reputation, and reduce the workload on their teams. Thanks to its integration with SIHOT, guest data is automatically synchronized, eliminating manual effort and ensuring a smooth, efficient process. This allows hotel staff to focus more on guest experience while the system manages feedback collection and performance tracking seamlessly.
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?"
I recommend this solution for hotels aiming to increase guest loyalty, enhance their online reputation, and reduce the workload on their teams. Thanks to its integration with SIHOT, guest data is automatically synchronized, eliminating manual effort and ensuring a smooth, efficient process. This allows hotel staff to focus more on guest experience while the system manages feedback collection and performance tracking seamlessly.
Their partnership manager always has been so supportive of the entire process, always making sure that everyone keeps the focus to meet the deadlines.
Great team, great product! We get great data ouf of the integration!
For the past months, Customer Alliance has been more than just a tool.
It became a partner in improving guest experience; for that reason, I suggest taking the time to use their insights fully, respond to feedback quickly, and leverage their support team. Their guidance helps you turn guest feedback into real improvements and stronger relationships, making them a trusted ally for any hospitality business.
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!
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
Maria Santoro
Partner Manager
@
SIHOT
Christiane Gaul
VP of Business Development
@
dailypoint
Pedro Lara
Partnerships Manager
@
Host Hotel Systems
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Marius Donhauser
Founder & CEO
@
hotelkit
Maria Santoro
Partner Manager
@
SIHOT
Christiane Gaul
VP of Business Development
@
dailypoint
Pedro Lara
Partnerships Manager
@
Host Hotel Systems
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Marius Donhauser
Founder & CEO
@
hotelkit
Moritz von Petersdorff-Campen
Managing Director
@
SuitePad GmbH
Ullrich Kastner
GM & EVP
@
Myhotelshop GmbH
Roland Hehn
CEO
@
HQ plus
Maureen Traeger
Partner Success Manager
@
straiv GmbH
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Tilmann Volk
Co-Founder
@
SuitePad
Jasmin Hopf
Product Owner - Integrations
@
hotelkit
Olga Heuser
CEO
@
DialogShift
Yumiko Pagnoux
Strategic Partner Manager
@
Mews
Maximilian Lüders
Co-founder
@
MARA Solutions GmbH
Are you a consultant or vendor that recommends Customer Alliance?
Leave a recommendation
Customer Alliance Integrations
Need better tech connections?
SPONSORED
Find Great Pairing Apps
No matching results
No matching results
| Company | Functionality | |
|---|---|---|
|
SiteMinder
93% recommended by 2683 hotels |
Booking Engine
|
|
|
Little Hotelier
93% recommended by 1478 hotels |
Hotel Management Software
|
|
|
Yanolja Cloud Solution
96% recommended by 1415 hotels |
Hotel Management Software
|
|
|
Mews
93% recommended by 747 hotels |
Property Management Systems
|
|
|
Oracle Hospitality
92% recommended by 614 hotels |
Property Management Systems
|
|
|
hotelkit
94% recommended by 613 hotels |
Staff Collaboration Tools
+3 more |
|
|
RoomRaccoon
97% recommended by 567 hotels |
Hotel Management Software
|
|
|
HOTELTIME
93% recommended by 346 hotels |
Property Management Systems
|
|
|
SuitePad
94% recommended by 259 hotels |
In-Room Hotel Tablets
|
|
|
Clock
95% recommended by 232 hotels |
Property Management Systems
|
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.
2026
Still gathering info?
Schedule a free 30-minute product demo consultation
Schedule free demo
Verified
0 seconds ago
Products Reviewed
What do you like most?
What do you dislike or think could be improved?
0.0
Ease of Use
0.0/5
Customer Support
0.0/5
ROI
0.0/5
Implementation
0.0/5
Download the Free Guide
Your guide was sent!
Your guide was successfully sent to .
Get personalized product recommendations
Product recommendations advisor
