TrustYou (Guest Surveys)
4.5 (272 REVIEWS)
HT Score
100 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 1 (out of 26) in Guest Surveys & Feedback
2023 Finalist
HotelTechAwards
Hoteliers voted TrustYou as the #2 Guest Surveys & Feedback provider in the 2023 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 358 hotels
Accor, Mandarin Oriental, Wyndham & 355 others
Ratings 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 #2 most trending product in the Guest Surveys & Feedback category (out of 26) and the #70 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 2023 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
About TrustYou (Guest Surveys)
Founded in 2008 | Headquarters in Kreisfreie Stadt München (Germany) | 170 employees
Through guest surveys, hotels can proactively solicit guest feedback to gain more insights into guest experiences, allowing you to make the right staff and procedural adjustments, and attain operational excellence. Automatically engage with guests to rate their pre-arrival, on-site, and post-stay experiences based on specific hotel categories. Collect valuable survey reviews to positively influence hotel rankings and ultimately increase revenue.
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
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 @
Doma Hotels Canberra
"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 Hotels Baran
"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 Hotels
"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 Hotels Sun Queen 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 Hotels
"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 Hotels Sun Queen Beach
Featured Customers
Popularity by Segment
Size
13 | X-Small (1-9 room)
7 | Small (10-24 room)
48 | Medium (25-74 room)
91 | Large (75-199 room)
139 | X-Large (200+ room)
Country
44 | United States of America
25 | Switzerland
25 | Germany
19 | Indonesia
19 | Thailand
19 | Spain
18 | Egypt
13 | France
13 | India
10 | Austria
10 | Croatia
10 | Poland
9 | Malaysia
8 | United Arab Emirates
8 | Canada
7 | Australia
7 | Greece
7 | Turkey
7 | United Kingdom
7 | Vietnam
6 | Italy
5 | Morocco
5 | Hong Kong
4 | Singapore
4 | Philippines
4 | Ireland
3 | Brazil
3 | China
3 | Netherlands
3 | New Zealand
3 | Israel
3 | Czech Republic
2 | Cyprus
2 | Mexico
2 | Sri Lanka
2 | Namibia
2 | Macau
2 | Japan
2 | Fiji
2 | Portugal
2 | Aruba
2 | Mauritius
2 | Qatar
1 | Laos
1 | Paraguay
1 | Andorra
1 | Oman
1 | Montenegro
1 | Colombia
1 | Cambodia
1 | Togo
1 | Kenya
1 | Malta
1 | Cameroon
1 | Côte d'Ivoire
1 | Kazakhstan
1 | Romania
1 | South Africa
1 | Saudi Arabia
1 | Slovakia
1 | Bermuda
1 | Monaco
1 | Slovenia
1 | Myanmar
1 | Bosnia and Herzegovina
1 | Pakistan
1 | Suriname
1 | Russian Federation
Type
90 | Luxury Hotels
90 | Resorts
71 | Branded Hotels
50 | City Center Hotels
33 | Boutiques
30 | Bed & Breakfast & Inns
15 | Airport/Conference Hotels
14 | Extended Stay & Serviced Apartments
11 | Limited Service & Budget Hotels
10 | Vacation Rentals & Villas
8 | Hostels
5 | RV Parks & Campgrounds
3 | Motels
2 | Casinos
Region
155 | Europe
93 | Asia Pacific
54 | North America
41 | Middle East
14 | Africa
12 | Oceania
6 | South America
3 | Central America
Category
272 | Guest Surveys & Feedback
250 | Reputation Management
More Products by TrustYou
Hotelier Rating
8
COMMENT UPDATE DEADLINE
directrice from 50-74 room in Saint-Victor (France)
Verified
2 days 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
10
A GREAT partner to daily engage with Team to enhance Guests Experiences
Resident Manager from 500+ room Airport/Conference Hotel in (Thailand)
Verified
2 days ago
Easy usage. Simple. Straight forward. Dashboard is very efficient with an easy reading. AI reply is a great plus. Mobile phone make it even more easier.
Thailand
Thailand
Resident Manager
X-Large Hotel
10
Guest Feedback
GEQ Manager from 200 to 499 room Resort in (Egypt)
Verified
3 days ago
Possibility to check guests feedback in details as survey gives the guests chance to share details of experience in specific categories
Egypt
Egypt
GEQ Manager
X-Large Hotel
9
Good partner for ORM
Project Coordinator from 500+ room Branded Hotel in Wien (Austria)
Verified
5 days ago
Trust You offers a good survey overview and good analyses. Also the way to create several reports is really easy and fast.
Austria
Austria
Project Coordinator
X-Large Hotel
9
We use TrustYou since 12+ years and are very happy about the proactive cooperation and the systems they provide.
Director E-Commerce from 500+ room Branded Hotel in Köln (Germany)
Verified
9 days ago
We started to use TrustYou already back in 2010 when the company still was a small startup company and Guest Reputation was a brand new thing in the hotel industry. We still work together with TrustYou because their products are still great and they have
developed during the past 12 years. I really like the effort of TrustYou that they neve...
Germany
Germany
Director E-Commerce
X-Large Hotel
8
Super visibility on reviews
Sous directeur from 75-99 room Branded Hotel in Aix-en-Provence (France)
Verified
10 days ago
Daily emails with the summary and in-depth analysis of the comments present on the platform. This helps us a lot in our work
France
France
Sous directeur
Large Hotel
10
Good to summarize guest experience from all portal and manage online reputation
General Manager from 200 to 499 room Luxury Hotel in Rovinj (Croatia)
Verified
10 days ago
We like the fact that you have a clear picture of where we stant online and how we do delivering quality.
Croatia
Croatia
General Manager
X-Large Hotel
10
Guest Surveys & Feedback
Camp brand service quality director from 500+ room RV Parks & Campground in Buići (Croatia)
Verified
10 days ago
Kindness of support staff, speed of response to inquiries, quality analysis of guest satisfaction, sentiment, comparison, analytics, reports, speed of creating reports.
Croatia
Croatia
Camp brand service quality director
X-Large Hotel
8
Simple
Hotel Manager from 100 to 199 room Luxury Hotel in Opatija (Croatia)
Verified
10 days ago
The customer friendly and simplicity of the program. It helps to faster the job and to be more efficient with guest reviews.
Croatia
Croatia
Hotel Manager
Large Hotel
8
Experiencing timeously feedback from our guests.
Lodge Manager from 25-49 room in (Namibia)
Verified
11 days ago
Benefits in that we get feedback from our guests in a timely fasion. This gives us the opportunity to know where we fall short and need to improve, but also keep track of the good/quality service we offer.
Namibia
Namibia
Lodge Manager
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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