TrustYou (Guest Surveys)
4.5 (281 REVIEWS)
HT Score
98 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
Feray, Mano, Nadia + 7 more experts recommend TrustYou
Read RecommendationsTrustYou (Guest Surveys)
Ranked 2 (out of 24) in Guest Surveys & Feedback
2024 Finalist
HotelTechAwards
Hoteliers voted TrustYou as the #2 Guest Surveys & Feedback provider in the 2024 HotelTechAwards
Learn about the HotelTechAwards rigorous 3-month process to rank the best hotel software in the worldCollect Guest Surveys to Improve Operations
89% recommended by 368 hotels
Accor, Mandarin Oriental, Wyndham & 365 others
What is TrustYou?
Founded in 2008 | Headquarters in Kreisfreie Stadt München (Germany) | 170 employees
TrustYou (Guest Surveys) is a comprehensive reputation management system tailored for the hospitality industry. It specializes in gathering and analyzing guest feedback from multiple online platforms, helping hotels enhance customer satisfaction and operational efficiency. The platform offers a straightforward and intuitive dashboard that consolidates guest reviews, making data analysis and decision-making seamless. With robust sentiment analysis features, hotels can gauge guest sentiments and compare their performance against competitors effectively. TrustYou also facilitates automated guest engagement to collect feedback at various stages of the guest journey, which helps improve service quality and drive revenue growth through informed decisions. Its integration capabilities ensure that feedback data syncs effortlessly, providing real-time insights for prompt action.
Capabilities
Enhance Traveler Insights
Enhance Traveler Insights
Utilize Question Logic to Enhance Traveler Insights: Create personalized questions based on guest profiles, making the survey more relevant to each type of guest. Trigger or hide questions based on answers, assess customer loyalty, and receive the detailed feedback you need.
Improve Brand Recognition
Improve Brand Recognition
Customize Guest Surveys for Improved Brand Recognition: Customize the look and feel of your surveys to better align with your hotel brand. Modify colors, fonts, and headers, as well as the alignment of questions to maintain familiarity.
Collect Quantitative Results
Collect Quantitative Results
Collect Qualitative Information Regarding Your Key Attributes: With TrustYou's powerful semantic technology, collect and analyze open-ended survey responses and make adjustments based on more than 20 hotel categories.
Detect Key Trends
Detect Key Trends
Detect Key Performance Trends that Impact Your Overall Score: Advanced survey reporting allows you to view and filter important KPIs by brands, hotel groups or individual properties to detect trends and identify areas of improvement.
Increase Online Reviews
Increase Online Reviews
Solicit Positive Feedback and Increase Online Reviews: Reviews that are solicited by the hotel themselves have a tendency to be more positive. Collect up to 50% more positive reviews for your hotel by asking guests to rate their experiences.
Automate Survey Mailings
Automate Survey Mailings
Create Guest Data Connections that Automate Survey Mailings: Benefit from TrustYou’s available integrations with your PMS or CRM system and access your guest data to fully automate the mailing process of guest surveys.
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
TrustYou Reviews Summary
Ease of Use
4.5/5
Customer Support
4.4/5
ROI
4.2/5
Implementation
4.3/5
Recommended by
Achievements
This vendor's trending score is rising, TrustYou (Guest Surveys) is the #3 most trending product in the Guest Surveys & Feedback category (out of 24) and the #108 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 moreTrustYou has opened its internal systems to Hotel Tech Report and earned the Verified Support Certification.
Learn more about this achievement in the official press releaseHoteliers voted TrustYou as the #2 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 not met the minimum criteria for 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
TrustYou Pricing
Above Average
This product is priced higher than the average product in the category which is usually an indicator that it is a premium product with enhanced functionality designed for more complex operations and use cases and larger properties.
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References
"TrustYou Guest Messaging allows us to place more emphasis on guest experience. We are able to increase real-time engagement with our guests and respond to incoming requests faster, like late check-outs and additional amenities. If guests are traveling for their anniversary, we can offer suite upgrades that also generate more revenue for us. We are experimenting with different messages and guests seem to love the personalized experience."
Kathryn Carling
Hotel Manager @
Abode Narrabundah
"Speaking for all 16 MEININGER Hotels, we are impressed by the great success we have achieved within a very short period of time using TrustYou Stars. The numbers are not only convincing, but we have the basis to improve operations. Knowing how our guests feel is vital to maintain our legendary Meininger atmosphere."
Eric Van Dijk
Managing Director @
MEININGER Hotel Berlin Central Station
"We use TrustYou’s data points to make important decisions in both operations and management. The detailed reports are evaluated on a weekly basis to identify and immediately react to occurring deficiencies and to maintain high quality service levels. Due to a detailed comp set analysis, we also can account for our top competitors and be one step ahead at all times."
Selim Imre
Rooms Division Manager @
Aska River Suites
"Google is an essential part of the booking process, so we were looking to increase the volume of review content on the platform. TrustYou Stars has allowed us to gain significantly more reviews on Google, and we have also seen an improvement in review scores which helps travelers to find our hotels and convinces them to book with Ayres over our competition.<br /><br />"
Shanna Davis
Marketing Manager @
Ayres Hotel Costa Mesa - Newport Beach
"Getting positive feedback from guests is great and it reinforces our of our constant improvement. If we receive praises regarding one particular service, we keep working on that service, to make it even better."
Tetsuya Nakashima
Facilities Management Division Manager @
Namba Oriental Hotel
"Displaying TrustScores and Meta-Reviews on our website and thereby enabling Rich Snippets has shown incredible results. We observed an immediate 10% increase in “ organic revenue coming from an improved conversion rate as well as an increase in traffic. In part we were able to migrate paid to organic traffic helping us to free marketing budget for other performance campaigns. On the other hand, now www.nh-hotels.com is positioned in Google as the web that is considering more reviews than any other website which is helping us to generate incremental traffic."
Stephan Keschelis
Vice President E-Commerce & Digital Transformation @
NH Hotel
"Direct, fast communication and problem-solving is the key to a satisfied and happy guest, which can, in turn, result in good reviews and a loyal customer. Since our hotel is designed to appeal to a young and tech-savvy clientele, Amazon Echo seemed like the perfect match to receive guest requests from the room. Since we were already using TrustYou’s effective messaging tool and dashboard for direct guest communication, the combination of the two was the next logical step."
Jim Harness
General Manager @
ACME Hotel Company
"We use TrustYou’s data points to make important decisions in both operations and management. The detailed reports are evaluated on a weekly basis to identify and immediately react to occurring deficiencies and to maintain high quality service levels. Due to a detailed comp set analysis, we also can account for our top competitors and be one step ahead at all times."
Selim Imre
Rooms Division Manager @
Aska Just In Beach
"Google is an essential part of the booking process, so we were looking to increase the volume of review content on the platform. TrustYou Stars has allowed us to gain significantly more reviews on Google, and we have also seen an improvement in review scores which helps travelers to find our hotels and convinces them to book with Ayres over our competition."
Shanna Davis
Marketing Manager @
Ayres Hotel Costa Mesa - Newport Beach
"We use TrustYou’s da“ta points to make important decisions in both operations and management. The detailed reports are evaluated on a weekly basis to identify and immediately react to occurring deficiencies and to maintain high quality service levels.. Due to a detailed comp set analysis, we also can account for our top competitors and be one step ahead at all times."
Selim Imre
Rooms Division Manager @
Aska Just In Beach
Featured Customers
Popularity by Segment
Size
20 | X-Small (1-9 room)
20 | Small (10-24 room)
68 | Medium (25-74 room)
131 | Large (75-199 room)
138 | X-Large (200+ room)
Country
45 | United States of America
26 | Germany
25 | Switzerland
18 | Thailand
16 | Egypt
15 | India
14 | Spain
14 | France
12 | Indonesia
11 | Austria
10 | Poland
10 | United Arab Emirates
10 | Canada
10 | Malaysia
9 | Croatia
9 | Italy
9 | Vietnam
9 | China
7 | Australia
7 | United Kingdom
6 | Greece
5 | Ireland
5 | Singapore
4 | New Zealand
4 | Morocco
3 | Czech Republic
3 | Cyprus
2 | Japan
2 | Saudi Arabia
2 | Fiji
2 | Sri Lanka
2 | Namibia
2 | Netherlands
2 | Mexico
2 | Qatar
2 | Israel
2 | Portugal
2 | Brazil
1 | Togo
1 | Kenya
1 | Malta
1 | Colombia
1 | Cameroon
1 | Laos
1 | Paraguay
1 | Oman
1 | Montenegro
1 | Slovenia
1 | Andorra
1 | Cambodia
1 | Kazakhstan
1 | Romania
1 | South Africa
1 | Slovakia
1 | Monaco
1 | Myanmar
1 | Bosnia and Herzegovina
1 | Pakistan
1 | Suriname
1 | Russian Federation
Type
138 | Resorts
123 | Luxury Hotels
110 | Boutiques
110 | Branded Hotels
110 | City Center Hotels
101 | Airport/Conference Hotels
93 | Bed & Breakfast & Inns
74 | Limited Service & Budget Hotels
33 | Extended Stay & Serviced Apartments
13 | Hostels
12 | Vacation Rentals & Villas
11 | Casinos
6 | Motels
5 | RV Parks & Campgrounds
Region
155 | Europe
86 | Asia Pacific
57 | North America
34 | Middle East
13 | Oceania
10 | Africa
5 | South America
Category
281 | Guest Surveys & Feedback
254 | Reputation Management
More Products by TrustYou
Hotelier Rating
Hoteliers say
NEW AI Review summary
Hoteliers like TrustYou for its ability to collect and manage guest reviews across multiple online platforms, aiding in reputation management and customer satisfaction improvement. Users appreciate its comprehensive dashboard, which consolidates data for easier analysis and decision-making. The tool is particularly praised for its sentiment analysis and ability to compare performance against competitors. Key concerns involve the responsiveness and accuracy of the system, especially in terms of real-time updates and sentiment categorization. Improvements in UI, faster data syncing, and better integration with social media are also noted. Overall, TrustYou is seen as a valuable asset for enhancing service quality, boosting online reputation, and driving revenue growth through informed decision-making.
AI-generated from the text of customer reviews
Looking for specific info?
8
Gives summarized information on our guests reviews
CCO from 200 to 499 room Bed & Breakfast & Inn in Cala Millor (Spain)
Verified
11 days ago
It offers great flexibility in searching for the right information, and you can have access to numeric and semantic data
Spain
Spain
CCO
X-Large Hotel
10
Useful to update points ranking
Front Office Manager from 100 to 199 room Bed & Breakfast & Inn in Thuan An (Vietnam)
Verified
11 days ago
We always update our guest’s review quickly and good to know which level we are. Smart and reasonable layout interface makes it extremely convenient for users
Vietnam
Vietnam
Front Office Manager
Large Hotel
10
User friendly and easy to use for Hoteliers no matter which background/ department we from
Cluster General Manager from 100 to 199 room Bed & Breakfast & Inn in Thuan An (Vietnam)
Verified
11 days ago
seamless and detailed insights and data. Not too advanced or complex but just relevant and insightful for me to find what i need. Reviews summary on our website is also another plus to help me driving direct bookings which are our key strategy to drive in next years
Vietnam
Vietnam
Cluster General Manager
Large Hotel
10
A Comprehensive, Game-Changing Tool for Guest Feedback & Reputation Management
Digital Marketing from 75-99 room Boutique in Legian (Bali)
Verified
11 days ago
TrustYou has truly transformed how we manage guest feedback and online reputation. The platform offers an all-in-one solution that allows us to easily gather guest insights through surveys, analyze the data in-depth, and respond in real time. The ability to filter and organize guest comments by sentiment is one of the standout features, mak...
Bali
Bali
Digital Marketing
Large Hotel
8
Good discovery
Directrice from 50-74 room Limited Service & Budget Hotel in Laval (France)
Verified
9 months ago
The ease of responding to customer comments without using various extranets, a real time saver for the team.
France
France
Directrice
Medium Hotel
10
Trust you is excellent!!!!
Operations Manager from 50-74 room Boutique in Larnaca (Cyprus)
Verified
9 months ago
TrustYou is the easiest way to check the reviews and the reports from dashboard , Competitors, volume, performance and response rate. Provides reliable service.
Cyprus
Cyprus
Operations Manager
Medium Hotel
7
Everything in one place
FOM from 100 to 199 room City Center Hotel in Dresden (Germany)
Verified
10 months ago
Seeing everything on one page, that there is a clear summary of all points, comparing to other hotels and seeing improvements for yourself
Germany
Germany
FOM
Large Hotel
10
Our experience with TRUSTYOU at the Campanile Bron Hotel
Adjoint de Direction from 100 to 199 room Airport/Conference Hotel in Bron (France)
Verified
10 months ago
The TRUSTYOU service was extremely helpful for our Campanile Bron hotel. It allowed us to collect and manage customer reviews across many online platforms, which helped us improve our online reputation. Thanks to TRUSTYOU, we were able to respond quickly to customer comments and concerns, which strengthened our relationship with them. Addit...
France
France
Adjoint de Direction
Large Hotel
9
Well the trust you scores not only share guest sentiment but iit highlights the over all experience and provides opportunity to frocus areas
Executive Housekeeper from 200 to 499 room Casino in Cairns (Australia)
Verified
10 months ago
The most interesting is the comparision with the competetive hotel and dispolay the scores into each category and the filter it through the guest type and the service area
Australia
Australia
Executive Housekeeper
X-Large Hotel
8
COMMENT UPDATE DEADLINE
directrice from 50-74 room City Center Hotel in Saint-Victor (France)
Verified
10 months ago
Being able to respond directly on the site saves time and allows all comments from all sites to be grouped together.
France
France
directrice
Medium Hotel
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Expert Q&A and Partner Recommendations
Submit Recommendation
Question:
What does this product or service do well?
Answer:
Comprehensive Guest Feedback Analysis: TrustYou stands out for its ability to comprehensively analyze guest feedback from various online sources, providing actionable insights for hotels to enhance guest satisfaction. Unified Platform: The tool offers a unified platform for managing and responding to guest reviews across multiple channels, streamlining the hotel's reputation management process and ensuring a consistent and efficient approach. Advanced Sentiment Analysis: TrustYou utilizes advanced sentiment analysis technology to extract valuable insights from reviews, helping hotels understand guest sentiments, identify trends, and make informed decisions to improve overall guest experience.
Showing all answers to: "What does this product or service do well?"
Comprehensive Guest Feedback Analysis: TrustYou stands out for its ability to comprehensively analyze guest feedback from various online sources, providing actionable insights for hotels to enhance guest satisfaction.
Unified Platform: The tool offers a unified platform for managing and responding to guest reviews across multiple channels, streamlining the hotel's reputation management process and ensuring a consistent and efficient approach.
Advanced Sentiment Analysis: TrustYou utilizes advanced sentiment analysis technology to extract valuable insights from reviews, helping hotels understand guest sentiments, identify trends, and make informed decisions to improve overall guest experience.
TrustYou understands the potential of receiving feedback from the market, from
customers, and from employees. When companies listen to this feedback, they earn
trust, make better decisions, and ultimately, succeed. TrustYou is committed to pioneering a platform that makes listening to feedback easy, powerful, and actionable.
TrustYou have built a strong reputation in the market for having a robust solution for hoteliers. They look after the end-to-end customer journey and ultimately help you improve your property's reputation with guests and drive more bookings.
Very complete solutions that are very useful for hoteliers that want to improve the hotel's performance, namely price, reputation and guest experience.
Each product is flexible enough to be implemented in any type/segment of hotels.
All the materials provided by TrustYou are very clear, current and with examples. The last study led to strong, interconnected results that show deep insights into the consumer behavior of travelers: Profile of Today’s Reviewer, The importance of review collection etc..
Question:
What differentiates this product or service from the competition?
Answer:
Multilingual Review Analysis: TrustYou distinguishes itself by offering advanced multilingual review analysis, allowing hotels to gain insights from reviews in various languages. This capability broadens the scope of understanding guest sentiments, especially in global hospitality settings.
Showing all answers to: "What differentiates this product or service from the competition?"
Multilingual Review Analysis: TrustYou distinguishes itself by offering advanced multilingual review analysis, allowing hotels to gain insights from reviews in various languages. This capability broadens the scope of understanding guest sentiments, especially in global hospitality settings.
TrustYou's sophisticated review analytics captures guests' sentiments around topics from more than 200 review sources to reveal essential insights into the guest experience. The reputation management solution helps hotels and restaurants positively impact their online reviews.
TrustYou has been a longtime partner with a good reputation. Their Survey product is particularly strong in gathering guest feedback and ensuring that hoteliers address issues and improve their online reviews.
Well built solution, solid and easy to use, from independent hotels to big hotel chains.
The teams gives all the support and training, make sure the hoteliers have the tools and knowledge to get the benefits from each solution.
I do not know the products that the competition offers, so I cannot answer this question. But, I can consider that "reviews are best collected through guest satisfaction surveys, because this enables richer feedback on both the general stay as well as hotels’ specific areas of interests."
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:
Embrace TrustYou as a powerful tool for guest feedback analysis and reputation management. Leverage its multilingual capabilities and integrated features to gain comprehensive insights into guest sentiments. Proactively engage with guests through surveys and messaging, fostering a more personalized and responsive approach to enhance overall guest satisfaction.
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?"
Embrace TrustYou as a powerful tool for guest feedback analysis and reputation management. Leverage its multilingual capabilities and integrated features to gain comprehensive insights into guest sentiments. Proactively engage with guests through surveys and messaging, fostering a more personalized and responsive approach to enhance overall guest satisfaction.
The one piece of advice I would give to hotels considering a solution, I would suggest to see as many as possible that would allow you to make a better decision. It is always useful to compare and contrast.
From my experience with TrustYou, they are a very comprehensive solution that covers many parts of the guest journey. Online reputation is particularly important for hoteliers and improving this is a constant exercise. Speak with the team on how to address your needs and they will be more than happy to help.
See a demo and try it.
Ask for the functions that cover the needs you identified, as well as other topics that TrustYou can recommend to implement on your hotel(s).
Ask for training to take the best out the solution.
I would recommend the big hoteliers in Brasov to use the services offered by TrustYou or at least to read the white papers provided by it for free. I present these materials to my students from the master's degree in tourism business administration in the hope that they will use them at their workplace.
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Support
Verified Support
TrustYou has opened their internal support tools and processes to Hotel Tech Report and has achieved the GCSC Support Certification which verifies the tools and processes they have in place to support customers.
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