TrustYou (Guest Surveys)

Ranked 3 (out of 27) in Guest Surveys & Feedback

Guest Surveys & Feedback

Collect Guest Surveys to Improve Staff Operations

Ratings Snapshot

Certificate of Excellence
Read 146 reviews
88%
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.
Learn more
Reviews Summary

Ranked #3 out of 27 in Guest Surveys & Feedback

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

TrustYou has opened its internal systems to

Learn more
Most popular for
  • Resort 38 verified reviews
    89%
  • Branded 22 verified reviews
    88%
  • City Center 15 verified reviews
    89%
  • Boutique 13 verified reviews
    85%
  • Bed & Breakfast 6 verified reviews
    87%
  • Airport/ conference 6 verified reviews
    82%
  • Budget 4 verified reviews
    78%
  • Extended Stay 4 verified reviews
    93%
  • Hostel 3 verified reviews
    87%
  • Vacation Rental 2 verified reviews
    85%
  • Casino 1 verified reviews
    100%
  • Serviced Apartment 1 verified reviews
    80%
  • Villas 1 verified reviews
    90%

TrustYou (Guest Surveys) Overview

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 View website

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.

Other Products by TrustYou

Integrates with

  • Booking Engine
  • Business Intelligence
  • Channel Managers
Browse integrations (48 verified)

What customers love about TrustYou (Guest Surveys)

Like 88% recommend

Director of e-Commerce from Branded in (Slovenia)

The thing I like most about TrustYou's guest surveys is the flexibility to personalize the survey. I also really like the helpfulness of TrustYou's staff.

Corporate Quality Analyst from Branded in Sunnyvale (United States)

TrustYou's software provides quite exact semantic analysis, allows for very customizable tiles & reports and supports German language which we need

General Manager from Other in Heiden (Switzerland)

- all reviews are found in one place - Easy to respond to and analyze - Possibility to create specific surveys made to measure for the hotel

E-business Manager from Boutique in (Macau)

Survey serving a basic function at a very reasonable price. All information / fields are well clustered.

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

User avatar image
Recommended by

Features

  • Mobile Access
  • In app call back
  • In app email response
  • Certified TripAdvisor Review Collection Partner
  • Assign alerts to departments
  • Flexible role based reporting
  • Social review tracking
  • Pre-arrival Surveys
  • On-site/In-Stay Surveys
  • SMS Text Based Surveys
  • Analytics & Sentiment Analysis
  • Real Time Alerts
  • Review Routing
  • Case Management/Ticketing System

Clients & references

References & testimonials

Testimonial avatar
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 Goo...
Shanna Davis Marketing Manager at the Ayres Hotels
Testimonial avatar
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 defic...
Selim Imre Rooms Division Manager at the Aska Hotels Baran

Featured partners

Brand image
Brand image
Brand image
Brand image
Brand image
Brand image

Awards & Certifications

Active Markets

MARKETS SERVED
  • North America
  • South America
  • Europe
  • Asia Pacific
  • Middle East
  • Africa
VERIFIED MARKETS
  • United States
  • Indonesia
  • Switzerland
  • Germany
  • Egypt
  • Thailand
  • India
  • Spain
  • Malaysia

146 Verified TrustYou Reviews

Likelihood to Recommend
Filter by property type
Filter by geography

October 11, 2021

TrustYou (Guest Surveys) Review: Satisfied

owner from Other in Sils im Engadin (Switzerland)

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

What do you like most?

Overview of all rating platforms. However, the allocation of points is sometimes not clearly understandable. People at booking often give 90/100 points and write positively and the effect is then still ne...

What do you dislike or think could be improved?

See above. There are also companies (e.g. Waldhaus Sils) which for the most part only have three-letter ratings, but no text from which a credible rating emerges - that's a bit strange for us.

Customer Support
4
Ease of Use
5
Value for money
5
Implementation
n/a

December 07, 2020

TrustYou (Guest Surveys) Review: Great tool for analysis

Guest Relations from Resort in (Turkey)

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

What do you like most?

I like TrustYou overall. with a few little improvements it would even fulfill its purpose better. Overview is very easy to handle and all information needed can be found easily. Besides some topics below...

What do you dislike or think could be improved?

There is not much I have to criticize, but in the sentiments section, some topics are posted double or tripple, which makes it hard overlook things quickly. The next two points I was either unable to fi...

Customer Support
5
Ease of Use
3
Value for money
4
Implementation
3.5
arrow review On Dec 08, 2020 Laura B. from TrustYou replied:
 Hello!
Thank you so much for taking the time to leave a review. We really appreciate your honest fee... 

December 03, 2020

TrustYou (Guest Surveys) Review: Good System

Front Office Manager from City Center in Basel (Switzerland)

Recommend 9/10
Full blue star
Full blue star
Full blue star
Full blue star
Empty blue star

What do you like most?

I like that it's very easy to handle and to understand. For me all relevant details are included in the several parts.

What do you dislike or think could be improved?

I'm not sure if it's a "problem" of TrustYou but sometimes we receive the confirmation of the answered feedbacks at for example booking.com quiet late. Our Hotel has to create a report on the 1st of a mon...

Customer Support
5
Ease of Use
5
Value for money
4
Implementation
4
arrow review On Dec 08, 2020 Laura B. from TrustYou replied:
 Hi! 
Thank you for your kind review, we are delighted to hear that you find our solution useful. For... 

December 03, 2020

TrustYou (Guest Surveys) Review: Excellent portal which allows us improvement of service and product

Executive Secretary /QI Manager from Resort in (Fiji)

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

What do you like most?

The whole program is very handy for our property allows us details where our departments needs improvement and also same time we are able to recognize our colleagues mentioned who works hand to bring our ...

What do you dislike or think could be improved?

More brief details on sentiment with graphs to present to departments this will allow colleagues to understand more on the services provided

Customer Support
5
Ease of Use
5
Value for money
n/a
Implementation
n/a
arrow review On Dec 08, 2020 Laura B. from TrustYou replied:
 Hello!
Thank you for your wonderful review. It's such a pleasure for us to hear that you are enjoyin... 

November 24, 2020

TrustYou (Guest Surveys) Review: Very user friendly for both guests and us!

Rooms Director from Other in Scottsdale (United States)

Recommend 8/10
Full blue star
Full blue star
Full blue star
Full blue star
Half blue star

What do you like most?

Being able to connect with guests quickly! We like the detailed questions on the survey so that we can reply to our guests in a more personal and authentic way. Also, if there are any issues with the r...

What do you dislike or think could be improved?

This is a 24 hour site and feedback cannot always be real time. Our hotel in particular only has a few people that have been given access to the site to reply to guests.

Customer Support
4.5
Ease of Use
5
Value for money
n/a
Implementation
3.5
arrow review On Nov 25, 2020 Laura B. from TrustYou replied:
 Hello!
Thank you for your wonderful review, we are delighted to hear that you enjoy using our feedba... 

November 19, 2020

TrustYou (Guest Surveys) Review: Good start but could be more

Assistant General Manager from Budget in Lake Havasu City (United States)

Recommend 5/10
Full blue star
Full blue star
Full blue star
Empty blue star
Empty blue star

What do you like most?

Trust You offers good services, but the training they offer is not the most accessible. Their survey software is compatible with Cloudbeds, but they did not tell us their messaging platform was NOT compat...

What do you dislike or think could be improved?

Please expand messaging to include Cloudbeds and make training more accessible. Written reports, not just videos. Webinars available at all times not at 2 AM.

Customer Support
3.5
Ease of Use
3.5
Value for money
2
Implementation
2
arrow review On Nov 20, 2020 Laura B. from TrustYou replied:
 Hello!
Thank you so much for taking the time to write an honest review, we really appreciate your fe... 

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

Popular TrustYou (Guest Surveys) Integrations

View all (48 TrustYou Integrations)