TrustYou (Guest Surveys)

Ranked 3 (out of 26) in Guest Surveys & Feedback

Guest Surveys & Feedback

Collect Guest Surveys to Improve Staff Operations

Ratings Snapshot

Certificate of Excellence
Read 194 reviews
89%
Recommend
HTR Score icon
HT SCORE
96 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 #3 out of 26 in Guest Surveys & Feedback

Ease of Use
4.5/5
ROI
4.1/5
Implementation
4.2/5
Customer Support
4.4/5
Verified Customer Support

TrustYou has opened its internal systems to Hotel Tech Report and earned the Verified Support Certification.

Learn more
Most popular for
  • Resorts Leader: TrustYou
    91%
    41 verified reviews
  • Luxury Hotels 35 verified reviews
    87%
    35 verified reviews
  • City Center Hotels 18 verified reviews
    83%
    18 verified reviews
  • Branded Hotels Leader: TrustYou
    85%
    14 verified reviews
  • Boutiques Leader: GuestRevu
    91%
    11 verified reviews
  • Bed & Breakfast & Inns Leader: GuestRevu
    78%
    10 verified reviews
  • Limited Service & Budget Hotels 8 verified reviews
    81%
    8 verified reviews
  • Extended Stay & Serviced Apartments 7 verified reviews
    94%
    7 verified reviews
  • Airport/Conference Hotels Leader: Loopon
    96%
    5 verified reviews
  • Vacation Rentals & Villas 4 verified reviews
    88%
    4 verified reviews
  • Hostels Leader: GuestRevu
    87%
    3 verified reviews
  • Casinos Leader: Flexkeeping
    100%
    1 verified reviews

TrustYou (Guest Surveys) Overview

Top Alternative: Revinate (Surveys)

TrustYou (Guest Surveys) Overview

Through guest surveys, hotels can proactively solicit guest feedback to gain more valuable insights into the opinions of their guests, allowing you to make the right staff and procedural adjustments, and attain operational excellence. Nearly half of all a hotel’s reviews will come from their own guest satisfaction survey, and the reviews collected on their own are statistically more positive. Au...

About TrustYou

Founded in 2008 | Headquarters in München Germany | 170 employees

TrustYou helps companies make better decisions, earn trust, and ultimately win with feedback by giving them The Power to Listen.

Integrates with

  • Property Management Systems
  • Reputation Management
  • Rate Shopping & Market Intelligence
Browse integrations (51 verified)

Pros & Cons

Like 89% recommend

Front Office Manager from Resorts

1) Its easy to work with this platform as its absorb all the review from the OTA, and its very convenient for us to reply and look all the reviews without missing it any of it. 2) Regards on the figures reports are ve...

Customer Experience Project Manager from Luxury Hotels

Very useful tool to centralize all reviews, monitor all e-reputation, keep track of improvement areas in hotels. Direct response features are the best.

Corporate Quality Manager

TY system is very useful for the hoteliers, especially for the companies running 3 and more hotels.

Customer Experience from Luxury Hotels

- Data analytics, especially at the portfolio level, is inflexible, resulting in a lot of manual work - Technology for text analytics is lagging behind; categories are too broad to enable operational actions; does not h...

Marketing from Vacation Rentals & Villas

- customers are sometimes not sure if rating 10 is good or very bad, so maybe link this system to grades in the specific country the customer comes from. We had some guests who got it wrong and we had to start the proce...

Area General Manager from Resorts

Provide free service on working with the template of its clients for guest surveys. Provide more detailed infographics on their analytics for Leaders of the organization's appreciation when a report needs to be present...

Read Reviews

Expert Q&A and Partner Recommendations

Question:

What does this product or service do well?

Answer:

TrustYou Survey allows hotels to gather critical feedback at all stages of the guest journey. With this data, an informed hoteliers can ensure that they see that guests remain satisfied throughout/post their stay and are inclined to leave positive reviews.

by Tom Kirkham (SiteMinder) on December 11, 2019

Question:

What differentiates this product or service from the competition?

Answer:

TrustYou Survey can start gathering feedback right away, reaching out to guests during and after their stay. Hotels can use the data gathered to improve their service delivery but TrustYou also helps improve a hotel's online reputation and ranking.

by Tom Kirkham (SiteMinder) on December 11, 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:

All hotels should care about their online reputation. While post-stay feedback is important, it's vital that you are listening to mid-stay feedback and taking relevant action so that those guests leave your property with an overall positive experience.

by Tom Kirkham (SiteMinder) on December 11, 2019

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GETTING STARTED

Download the 2021 Guest Surveys & Feedback buyer’s guide

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Features

Active Markets

MARKETS SERVED
  • Antarctica
  • Oceania
  • North America
  • South America
  • Europe
  • Asia Pacific
  • Middle East
  • Africa
VERIFIED MARKETS
  • United States of America
  • Indonesia
  • Germany
  • Switzerland
  • India
  • Egypt
  • Thailand
  • Spain
  • United Arab Emirates

194 Verified TrustYou Reviews

Likelihood to Recommend
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notification
Low review volume alert

This vendor is 6% below the category average..

December 27, 2021

TrustYou (Guest Surveys) Review: All-In-One Platform for Hospitality companies

Global CX Projects & Solutions Manager from Other in Issy-les-Moulineaux (France)

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

What do you like most?

TrustYou Reputation Management Tool allowed our hotels to monitor their e-reputation on a daily basis with less efforts, the "easy-to-read" dashboards enable our network to focus on our guests pain points...

What do you dislike or think could be improved?

The reporting flexibility to explore custom touchpoints and keywords. The tool speed and performance on complex portfolios . (+100 hotels..) The Survey builder has limited display rules and parameters.

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

December 16, 2021

TrustYou (Guest Surveys) Review: Con Trust You progetti Customer Journey e Brand Identity

Quality & Processes Director from Other in Milano (Italy)

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

What do you like most?

- Review to prioritize operational and service levels to improve guest experience and exceed expectations. - Manage the online reputation of the entire chain (hotels and restaurants) by offering a better...

What do you dislike or think could be improved?

1) Support customers in the correct reading and interpretation of monthly data both internally and competitors analysis and perhaps prepare a report for analyzes and outlooks dedicated to Senior Managemen...

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

December 16, 2021

TrustYou (Guest Surveys) Review: Excellent Product

Revenue Manager from Resorts in Scaglieri (Italy)

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

What do you like most?

I like to have an account where i can controll all our properties review, and controll everyday the whole group web reputation

What do you dislike or think could be improved?

it would be great a conntection with our Channel Manager (Simplebooking or crm Fastreply), moreover i noticed thatsometimes some review are cancellled by the provider but in Trustyou they still has been c...

Customer Support
4
Ease of Use
5
Value for money
3
Implementation
3

December 15, 2021

TrustYou (Guest Surveys) Review: i have positive experience

dgm from Limited Service & Budget Hotels in Katowice (Poland)

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

What do you like most?

The website is very simple and clear to use. I can quickly check the scores of a selected category. I can create keys on the desktop myself.

What do you dislike or think could be improved?

To long time uploading comments an of course answer to them. Sometimes the comments are not fully loaded correctly ( incorrect translation )

Customer Support
5
Ease of Use
5
Value for money
n/a
Implementation
n/a

December 15, 2021

TrustYou (Guest Surveys) Review: Complex tool helping with guest reviews analyses

General Manager from Other in Mariánské Lázně (Czech Republic)

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

What do you like most?

- analyses wide range of different channels - recognises czech language - simple and transparent reporting - tailor made questionaires - very good support

What do you dislike or think could be improved?

Nothing essencial coming into my mind. Flexibility and cooperation in developing new tools (if necessary) is good. Customer support reacts promptly.

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

December 14, 2021

TrustYou (Guest Surveys) Review: TrustYou Analytics: Surveys and Customer Feedback

Sales Manager from Limited Service & Budget Hotels in Abidjan (Côte d'Ivoire)

Recommend 6/10
Full blue star
Full blue star
Full blue star
Empty blue star
Empty blue star

What do you like most?

* The detail of the dashboard with the different rebriques * The detail by category on the complaints and the compliments * The overview on the various opinions compiled

What do you dislike or think could be improved?

* Difficulty responding to reviews taken on google: Unable to respond to reviews from google, this sends me back to my own google account and not that of the hotel. This dramatically lowers the response r...

Customer Support
1
Ease of Use
3
Value for money
n/a
Implementation
n/a

Pricing

Freemium (hotel can trial for free)
30 day trial
One time upfront purchase (flat rate)
Less than $1000
One time upfront purchase (per room)
Less than $500/room

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Popular TrustYou (Guest Surveys) Integrations

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