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Ranked 2nd (out of 22)
90 HT Score
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
Certificate of Excellence
Ranked 2nd (out of 22)
90 HT Score
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
Certificate of Excellence

Reviews Summary

88%
Recommend
Ratings Summary
90 HT Score
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

Ranked #2 out of 22 in Guest Surveys

Ease of Use
4.5/5
ROI
4.3/5
Implementation
4.3/5
Customer support
4.4/5
Verified Customer Support

TrustYou’s customer support processes haven’t yet been verified by Hotel Tech Report.

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Work For TrustYou? Claim Profile

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.   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. You will be notified when a guest leaves feedback, allowing you to respond quickly and turn a negative comment into a positive experience.   Customize the look and feel of your surveys to better align with your hotel’s brand and personality. Modify colors, fonts, and headers, as well as the alignment of questions to maintain familiarity with the interaction.   Create personalized questions based on guest profiles, making the survey more relevant to each type of guest. Trigger or hide questions based on certain answers, assess customer loyalty, and receive the detailed feedback you need to improve your hotel product.   With TrustYou’s powerful semantic technology, you can analyze survey responses and make the staff and procedural adjustments that matter most to your customers. Set up alerts on positive, neutral, or negative comments and assign tasks to take immediate action within more than 20 hotel categories.   Allow guests to publish their reviews directly on Google, TripAdvisor, and even your own website to gain more visibility. Both the number of reviews and positive review scores could potentially impact search rankings.   Seamlessly add your guest records to surveys. Either through an upload or an automatic connection to your PMS system, your customer data is easily accessible within the TrustYou platform.   Read more Less

About TrustYou View website

Founded in 2008 | Headquarters in München (Germany) | 170 employees

Other Product by TrustYou

Integrates with

  • Guest Surveys
  • Property Management Systems
  • Rate Shopping & Market Intelligence
  • Reputation / Review Management
  • Channel Managers
  • Booking Engines
  • Digital Marketing Agencies
  • Hotel Management System
  • Marketplaces & Integrators
  • Browse integrations (18 verified)

What Customers Love About TrustYou (Guest Surveys)

88% recommend

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.

Director of e-Commerce from Branded in (Slovenia)

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

Corporate Quality Analyst from Branded in Sunnyvale (United States)

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

General Manager from Other in Heiden (Switzerland)

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

E-business Manager from Boutique in (Macau)

the most simple, creative and helpful tools

IT Manager from Resort in (Indonesia)

Considering the large number of platforms where our guests can review us, Trustyou provides us the easiness of being aware all on one site only. Nicely organized reports do help us to see the big picture.

RDM from Resort

Unfortunately the mention section does not work properly as it seems to be weak. The guest mentions something positive but it shows on the report as the guest mention negative. For example, "The restaurant was full and they prepared a nice table with a good set up'' sentence is positive but the first sentence is "restaurant is full" so It became as negative on TrustYou in the sentiments. Normally the guest tried to mention that the staff is helpful! Unfortunately as a guest relations manager, I am not able to get a healthy report from TrustYou.

Guest Relations Manager from Resort in Dubai (Birleşik Arap Emirlikleri)

In terms of customer service this is excellent and it is interesting to have all comments on one platform.

Quality Improvement Manager from Resort in Trou d'Eau Douce (Mauritius)

It gives the customers another chance to give feedback to the hotel. I like that is it is easy to add to the list of reviews that we already have.

Sales and Marketing Administrator from Boutique

TrustYou allows us to react in real time to our customers feedback. Department heads receive accurate information on our guest experience and we also use this information to advise and recognise the teams in the various departments. This has proved to be an excellent motivator.

General Manager from Airport/ conference

- summarizes guest comments from all OTAs - guide hotel to improve ranking - notification for new comments within second, hotel has time to recover

Chief Operating Officer from Boutique

- that we can see all Reviews on one click and we have all the latest news and comments from our guests at all times.

Managing Director from Other

Review Management and overview about reviews! Guest Feedback helps also!

Manager from Vacation Rental

1- Acutely, Most of the "TrustYou" program has a excellent benefit for us and achieves the goal. 2- Showing us most of our defects which the guest always faces with us. In general we can say "TrustYoy' is the truth, fact for the mistake which was happened through us and let the guest fully conscious with us that we try to do our best to let him satisfy. TrustYou make us understanding the guest complaint therefore I hope realize our dreams through your the TrustYou and I am not forget your monthly repot is very important and giving good benefits for most of us.

Quality Manager from Resort

Dynamic tool that allows us to get a full understanding of our results amongst all forums.

Quality Manager from Resort

What I like the most is people from Trustyou supporting team. Always kind and quick in response to my requests.

Guest Experience Supervisor from Branded

* slow in crawling to take data from other guest feedback we replied on booking.com , trip advisor *each month having problems while downloading reports. it keep downloading.

Assistant from Boutique

- sometimes comments with good rates are posted on negative reviews - also some negative reviews are posted on other that the department itself this affects the overall score - when we request to change a sentiment we keep sending several times to change

General Manager from Resort

All the system, specially My Surveys on TrustYou Survey Dashboard Inbox Competitors

Rooms Division from Resort

The quality of the data and the possibility to personalize the reports. Easy to use.

Site Manager from Villas

Guest review help us to make our services better and in the the same time we increase the satisfaction of our guests

Front Office Manager from Other

The convenience of using this to show staff our reviews and being able to use this as a Great tool for our deficiencies.

Ex. Housekeeping Mngr. from Boutique

Love working with TrustYou. Their reputation / review management and guest survey tools are easy to use and are very intuitive. Additionally, TrustYou is integrated with a number of PMS solutions, including Cloudbeds.

Owner from Bed & Breakfast

Always solve the problem, quick response on inquiry, great service from Eric.

Executive Secretary

We'll know our customer service feedback and comment if need improve Comparison of competitor rating and position which can be learning from fair point

Ex.Housekeeper from Boutique

knowing update guest feedback knowing more in market status evaluation with tools better

Chief Engineer from City Center

We can notify where we are standing using that tools and the many and various source that you use

Executive House Keeper

Fast feedback from guest and possibility to improve in short time, one place all important information about the hotel

Manager from Resort

- can connect with all social media related guest comment coming from - we can see the score from surrounding competitor

Front Office Manager from City Center

I like all comment if good comment I and my team feel proud but bad comment I and my team will improve.

Executive Housekeeper from Resort

All detail which show on report. Too easy to find point of view to improve

Human Resources from City Center

TrustYou allows to track down negative trends, what is very helpful. It collects all comments from the Internet Websites, therefore collecting data is much easier.

GSC & Quality Supervisor from Resort

The ability to directly respond to surveys and reviews. The templates too.

Manager

Function of program and report, easy to access and download any report and short way to all concern.

Rooms Division Manager from Resort

Our team likes that we can see comparisons with competitors in the city of Kaliningrad

Manager from Boutique

Great product as it saves me from having to log into multiple sites to check to see IF we've received any reviews. It also allows me to see when a guest has posted reviews to multiple sites.

Marketing from Bed & Breakfast

get all the information and guest reviews directly. easy to read and understand.

Director of Communications

The complete dashboard, which gives access to all reviews marketing snapshots in one go.

Cluster Manager-Marketing & Communications, India from Extended Stay

I like that i can compare our business to our competitors and monitor reviews from our guest in one place.

Front Office Manager Assistant from Other

The overall platform functionalities is very user friendly. You have your answers in a jiffy (Dashboard performance)

E-Commerce from Resort

- Accurate Reputation Measurement - A great to tool to prepare action plans of improvement - All reviews centralizes, which makes it easier to communicate with clients after they leave

CX Manager from City Center

The Templates and the support.

General Manager from Branded

- user friendly - Nice BI design - Very good data analytics from reviews - Survey tool is very useful

Director from Other

I liked every thing in trust you about survey, report and every thing . I like competitor between hotels

Executive Housekeeper from Resort

Easy staff to deal with. Easy portal to navigate through. Accurate reporting.

Senior Manager from City Center

The analytic tool has helped us with customer surveys and managing customer satisfaction.

IT

perfect analytics tool great support easy to use save time everything in one place

Hotel Manager from City Center

- Very good user interface - Usefull analytics and reports - good customer service

Junior Marketing Manager from Resort

Amazing ORM platform! Our hoteliers clients love the user friendly interface and the fact that can manage all their online reputation from one single system! ("one stop shop"). Highly recommended.

Products and Online Reputation Director from Other

We have been working with TrustYou for almost 5 years. TrustYou listen to it's client and I like that. I can see that they always try to develop their product. Their system is now more stable than before.

AVP from Branded

User friendly, easy to navigate and customizable to fit your needs. Excellent customer service, helpful every step of the way with on boarding, training and support.

Manager from Resort

-Very informative. Lots of information -Detailed -Easy to navigate -Organized with graphics

IT Manager from Branded

It is easy to work with. Sometimes it is not updated with reviews that comes new.

Guest Relation Manager from Other

What I like the most is the Analytics panel, it is very clear and gives you an overview of the state of the hotel. (translated from Spanish) (Original) Lo que mas me gusta es el panel de Analitics , es muy claro y te da una vision general del estado del hotel.

Manager from Resort

All the comments are on the same page where i can read them Easy way to respond to guest

Assistant Front Office Manager from City Center

Guest Feedback & messaging platform. Easy to monitor all incoming feedback that comes from various channels.

Hotel Manager from Boutique

We like to see and respond to guest feedback. It is very important to our business as we work in a small Northern Pacific beach community.

Assistant General Manager

We like the daily report and the prompt guest survey notice. The sample answers also very handy especially the extra languages.

General Manager from Boutique

The quick customer Service for help and issues. Thank you for your Support and help

Head of Rooms

User friendly platform, technical services team always support and respond quickly on our queries.

Operations Manager from Resort

Great tool to analyze Dashboards are stunning and easy to customize tiles Report scheduler is great Excellent Customer Service

Corporate Director Rooms from Resort

There are following benefits Nice interface, useful tools and clear content

Guest Relations Officer from Extended Stay

All the aspects are excellent as per my view and the way it actioned also good

Human Resources Executive from Resort

Customer Care colleagues are very excellent they are very efficient with replies and assistance. I love all the reports for TrustYou easy to understand and which helps me to analysis our company score presentation. TrustYou gives us better idea and option how to read and react with our concerned departments. Thanking you for your all assistance analyzing reports in simpler form to read and relay to another colleague. Best regards and Happy New Year 2019

Sec to DOR from Resort

.The ranking in comparaison to our concurent .the point that we need to focalize on so as to fulfill guest wishes .Guest feedback

GUEST RELATION from City Center

The handling is very simple, which we like very much. It's good to have a platform where all messages are pulled together. Otherwise it would be difficult if you had to answer all the evaluations on the individual booking portals. Many thanks for that!

Head of Marketing from City Center

1. Quick assistance through the service team 2. Data analyses 3. Simplicity of the screens

Learning and Development Manager from Airport/ conference

Quick overview over all platforms. Very user friendly and also easy on the eye.

Revenue & Quality Coordinator from Airport/ conference

Collecting and generating reviews from all online booking websites, segments professionally divided, options to direct reviews to departments.. everything actually except Google!

Public Relations Manager from City Center

Exellent dashboard with the most useful information, also for department task

CEO from Boutique

User Friendly: Dashboard is extremely user-friendly. Just basic comfort with technology and you will be able to use the entire system very easily and efficiently Linkage with All Key Review Site: There is a wide list of review sites that you pick. All the major ones like Expedia, Tripadvisor, Google, Agoda, hotels.com etc are there. Competitor View: Gives a good view of all the competitors and you can see how they are dealing with their responses and which sources are they getting their responses from most etc.

Director/Owner from Branded

Screenshots

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

Featured Clients

References

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 at the Ayres Hotels
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 at the Aska Hotels Baran
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 at the MEININGER Hotel Berlin Central Station
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beta

Awards & Certifications

Active Markets

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

Free Guest Surveys Reports

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Recent Guest Surveys articles

thumb description

In the hotel industry price is king and reputation is queen

by
Hotel Tech Report

It’s not uncommon for tech companies in hospitality to start as B2C brands (business to consumer) then pivot to service hotel businesses instead.  Triptease launched as a TripAdvisor alternative before pivoting to become a direct booking platform.  Similarly, Munich based TrustYou started as a hotel booking website that aggregated reviews from around the web to provide a single trust score for properties around the world before becoming a leading guest feedback and reputation management platform. Back in 2008, TrustYou founder Ben Jost noticed that online review scores had the ability to make or break hotel performance.  He also noticed that reviews were being spread to more and more websites like TripAdvisor, Google, Facebook, Yelp and Expedia. Jost and co-founder Jakob Reigger hypothesized that if they could consolidate these reviews to provide travelers with a holistic view of a hotel by creating a proprietary aggregate score that they’d be able to leverage their neutral position to become a dominant booking platform. TrustYou’s booking platform experienced some success but Jost and his team noticed that thousands of hotel managers were coming to the site because they wanted to monitor their review performance across multiple channels - this was their ‘ah-hah’ moment.  With this insight, TrustYou pivoted from a B2C model into B2B (business to business) and the firm’s growth exploded. “I remember 5 years ago we had one slide in our sales deck showing a king and a queen on a throne. The headline said “when price is king, reputation is queen.” Maybe it will take another 5 years until we see those both equally presented, but I definitely see it in the future.” ~Benjamin Jost TrustYou has since doubled down on reviews and even demonstrated a commitment to reviews in it’s own business winning 2nd place in the 2019 HotelTechAwards beating out more than 100 hotel tech peers.  Everything that TrustYou does tests back to the fundamental question of whether a product or service will enable hotel clients to achieve higher review scores by delivering better service to guests.  That mission has resonated with hoteliers around the world and in 2017 alone the Company analyzed more than 100 million guest reviews and collected more than 4 million survey responses. TrustYou’s guest feedback and reputation platform consists of four main components that work in tandem to gather feedback, manage collection at scale and leverage that feedback to drive more business: Review marketing: Market guest reviews via a website widget to increase hotel website conversion Guest messaging: Communicate with guests before and during their stay to ensure a great experience then send surveys afterwards to increase review volumes and rankings Guest surveys: gather feedback from guests after their stay to maintain guest satisfaction scores Reputation management: Real time insights into review scores and online feedback across a variety of channels Reviews are critical to the survival of any hotel today and Benjamin Jost believes that trend is only accelerating.  We sat down with him to learn about his vision for TrustYou and to get his perspective on the evolution of reputation management in the broader hotel tech marketplace.   What was your background prior to starting TrustYou? After studying engineering, I worked for two Venture Capitalists in Paris and Munich. Then I decided to go on an 8 month trip around the world, and when I came back, I started working in corp dev / M&A for a renewable energy company. I think TrustYou ultimately was born from my urge to do something on my own.   Tell us how you founded TrustYou. My co-founder and old friend Jakob Riegger always had his own businesses from the age of 18, and from the outside, it always looked so cool to be your own boss. I think after working for various bosses in various types of organizations, I wanted to do something on my own, and when Jakob also simultaneously wanted to start something new, we brainstormed what we could do together. So the idea of creating a business together with my co-founder came before the actual idea of TrustYou. We started as a B2C company, so actually, our very first customers were users who heard about our site and used it. I know all my family used it because I told them to! But it wasn’t enough, and we were a typical underfunded, German startup and had no idea how much it would cost to actually compete in the B2C world of travel. So while running out of money we realized that more and more hotels were using our website and were looking up their reputation scores and reviews from across the web on our site. Of course they never booked their own hotel so we didn’t earn any money. But that was the starting point of our B2B business. I think it’s much easier to earn money in B2B than B2C so kudos for all the B2C companies who succeed in this world.   Wow, I didn’t realize that TrustYou started as a consumer facing brand. Can you talk about the B2B business today? We believe deeply in the power of feedback to build a better product and offer a better service. The only currency that counts to achieve that goal is feedback from your customers. Therefore, hotels need to find a product that helps them collect, understand and market guest feedback (reviews, surveys, messaging) for every customer, via every channel, at any time. I still strongly believe that a hotel’s reputation is more important than their room price and for sure a more sustainable competitive strategy. The TrustYou dashboard gives hoteliers real time insights to improve their businesses Who is one mentor that has really helped you scale TrustYou? Many people helped me over time. One mentor who was there from the very beginning until today is Philip Wolf, founder of Phocuswright, who still sits on TrustYou’s board of advisors. What makes him important to me, next to his great character, is his unvarnished opinion about tough questions and topics. You can surround yourself with people saying yes to everything or with people who point to facts that can be really are uncomfortable to tackle, e.g. cutting costs, hiring people you deem unnecessary at first, etc. And he doesn’t let go until you tackle them, which I appreciate. I don’t always like it, but I always appreciate it.   What's one commonly held belief that most hoteliers believe to be true that’s actually false? I think the one I most commonly hear is “I know my guests, I don’t need software to tell me”. Even if you are the type of hotelier who listens to their guests without a survey or reputation management tool, I definitely know you don’t measure any KPIs, track your progress over time, share feedback effectively with your team, or know if you’ll improve from where you stand today. Additionally, you still don’t respond to online reviews, especially the negative ones, and you don’t reach the average guest by sending them your own survey, your own questions. Technology does all of that for you, truly helping you listen to your guests, and win against the competition.   What's the most surprising thing you've learned about scaling technology into hotels? Scaling a business in hospitality requires more manpower than what I would have expected when we started. In the beginning, I thought we would be a self-service technology that hotels would just buy, login to, and use. But we quickly learned that the business would require not only our tooling but also our expertise. We have truly become a service company, as well as a software company, and that requires talented people to support the hoteliers. We’re happy to be an extension of our client’s team as their dedicated feedback experts.   Are there 1 or 2 companies that have been a particularly good partners for you? We partner with hundreds of different fantastic companies, so it wouldn’t be fair to just name one or two. However, what I would like to see in our industry are more open APIs and more simple connections.  I think this would be very beneficial for our common customers, the hotels, but many tech companies don’t operate that way. I wish every tech company in our space would have a section on their website “API for developers” where you can develop solutions on top of their APIs and widgets. I am pushing my company to be open in that way because it just becomes much easier for partners to work with us and new things can be created. For example, I would still love to see rate management companies correlate their data with our data. We have the APIs, just plug them in.   I would want every rate management company, every IBE, every website builder, every PMS, every CRM to use our APIs and products to build a better product. Review content plugged into different hospitality solutions is already happening on a small scale, but not everyone out there knows how easy and convenient it is and what kind of value add it can provide to their own solutions. We have an entire team dedicated to those needs.   Where do you see TrustYou in 5-years? I want us to power feedback not only from guests but from other stakeholders as well. I believe we will enable feedback and communication between hotels and guests using messaging apps like Whatsapp, Facebook Messenger, and SMS instead of email. To help service our clients, I would want our platform to act as an AI solution and suggest actions to hotels based their data instead of just presenting it. I also think feedback will move from “3 days after stay” to “real time”. And I want TrustYou to spearhead those trends.   How will the online reputation management category change in the next 5-years? I hope to see guest feedback become a “must-have”, where it belongs to a hotel stack like a website or internet booking engine. More and more hotels will have figured out that with a 4.1/5 overall score they can offer a $100 room rate, but with a 4.6/5 score they can charge $150. I remember 5 years ago we had one slide in our sales deck showing a king and a queen on a throne. The headline said “when price is king, reputation is queen.” Maybe it will take another 5 years until we see those both equally presented, but I definitely see it in the future.   Does TrustYou have any new products or feature launches that you're particularly excited about? We just launched a new restaurant analytics product (May 2019) that is seamlessly connected to the hotel’s toolset, so for all hotels that run a restaurant in parallel, they can more easily manage their online reputation. Additionally, we have combined our Analytics and Survey with our Messaging product together into one platform so that as a hotel you can manage pre-stay, onsite, or post-stay communication and feedback from one place. Another big launch is coming towards the end of 2019, but I can’t talk about it just yet. Stay tuned!   What's one piece of advice that you have for any entrepreneurs looking to get into the hotel tech space? When seeking funding and putting together your business plan, calculate an amount you think you need, and then double it!   What is the best book you've read lately? Blitzscaling by Reid Hoffman. It’s written by Reid Hoffman, founder of Linkedin and Paypal.     What is your favorite podcast My favorite “podcasts” these days are live interactions with my children. Very funny. Topics change every time. No scripts. I love it.   What is one thing that most people don't know about you? I’m very approachable, and I think anyone who has ever reached out to me knows that. I’m an open book. So if you have questions or need information, I’m always happy to hear it and respond back.

thumb description

In the hotel industry price is king and reputation is queen

by
Hotel Tech Report

It’s not uncommon for tech companies in hospitality to start as B2C brands (business to consumer) then pivot to service hotel businesses instead.  Triptease launched as a TripAdvisor alternative before pivoting to become a direct booking platform.  Similarly, Munich based TrustYou started as a hotel booking website that aggregated reviews from around the web to provide a single trust score for properties around the world before becoming a leading guest feedback and reputation management platform. Back in 2008, TrustYou founder Ben Jost noticed that online review scores had the ability to make or break hotel performance.  He also noticed that reviews were being spread to more and more websites like TripAdvisor, Google, Facebook, Yelp and Expedia. Jost and co-founder Jakob Reigger hypothesized that if they could consolidate these reviews to provide travelers with a holistic view of a hotel by creating a proprietary aggregate score that they’d be able to leverage their neutral position to become a dominant booking platform. TrustYou’s booking platform experienced some success but Jost and his team noticed that thousands of hotel managers were coming to the site because they wanted to monitor their review performance across multiple channels - this was their ‘ah-hah’ moment.  With this insight, TrustYou pivoted from a B2C model into B2B (business to business) and the firm’s growth exploded. “I remember 5 years ago we had one slide in our sales deck showing a king and a queen on a throne. The headline said “when price is king, reputation is queen.” Maybe it will take another 5 years until we see those both equally presented, but I definitely see it in the future.” ~Benjamin Jost TrustYou has since doubled down on reviews and even demonstrated a commitment to reviews in it’s own business winning 2nd place in the 2019 HotelTechAwards beating out more than 100 hotel tech peers.  Everything that TrustYou does tests back to the fundamental question of whether a product or service will enable hotel clients to achieve higher review scores by delivering better service to guests.  That mission has resonated with hoteliers around the world and in 2017 alone the Company analyzed more than 100 million guest reviews and collected more than 4 million survey responses. TrustYou’s guest feedback and reputation platform consists of four main components that work in tandem to gather feedback, manage collection at scale and leverage that feedback to drive more business: Review marketing: Market guest reviews via a website widget to increase hotel website conversion Guest messaging: Communicate with guests before and during their stay to ensure a great experience then send surveys afterwards to increase review volumes and rankings Guest surveys: gather feedback from guests after their stay to maintain guest satisfaction scores Reputation management: Real time insights into review scores and online feedback across a variety of channels Reviews are critical to the survival of any hotel today and Benjamin Jost believes that trend is only accelerating.  We sat down with him to learn about his vision for TrustYou and to get his perspective on the evolution of reputation management in the broader hotel tech marketplace.   What was your background prior to starting TrustYou? After studying engineering, I worked for two Venture Capitalists in Paris and Munich. Then I decided to go on an 8 month trip around the world, and when I came back, I started working in corp dev / M&A for a renewable energy company. I think TrustYou ultimately was born from my urge to do something on my own.   Tell us how you founded TrustYou. My co-founder and old friend Jakob Riegger always had his own businesses from the age of 18, and from the outside, it always looked so cool to be your own boss. I think after working for various bosses in various types of organizations, I wanted to do something on my own, and when Jakob also simultaneously wanted to start something new, we brainstormed what we could do together. So the idea of creating a business together with my co-founder came before the actual idea of TrustYou. We started as a B2C company, so actually, our very first customers were users who heard about our site and used it. I know all my family used it because I told them to! But it wasn’t enough, and we were a typical underfunded, German startup and had no idea how much it would cost to actually compete in the B2C world of travel. So while running out of money we realized that more and more hotels were using our website and were looking up their reputation scores and reviews from across the web on our site. Of course they never booked their own hotel so we didn’t earn any money. But that was the starting point of our B2B business. I think it’s much easier to earn money in B2B than B2C so kudos for all the B2C companies who succeed in this world.   Wow, I didn’t realize that TrustYou started as a consumer facing brand. Can you talk about the B2B business today? We believe deeply in the power of feedback to build a better product and offer a better service. The only currency that counts to achieve that goal is feedback from your customers. Therefore, hotels need to find a product that helps them collect, understand and market guest feedback (reviews, surveys, messaging) for every customer, via every channel, at any time. I still strongly believe that a hotel’s reputation is more important than their room price and for sure a more sustainable competitive strategy. The TrustYou dashboard gives hoteliers real time insights to improve their businesses Who is one mentor that has really helped you scale TrustYou? Many people helped me over time. One mentor who was there from the very beginning until today is Philip Wolf, founder of Phocuswright, who still sits on TrustYou’s board of advisors. What makes him important to me, next to his great character, is his unvarnished opinion about tough questions and topics. You can surround yourself with people saying yes to everything or with people who point to facts that can be really are uncomfortable to tackle, e.g. cutting costs, hiring people you deem unnecessary at first, etc. And he doesn’t let go until you tackle them, which I appreciate. I don’t always like it, but I always appreciate it.   What's one commonly held belief that most hoteliers believe to be true that’s actually false? I think the one I most commonly hear is “I know my guests, I don’t need software to tell me”. Even if you are the type of hotelier who listens to their guests without a survey or reputation management tool, I definitely know you don’t measure any KPIs, track your progress over time, share feedback effectively with your team, or know if you’ll improve from where you stand today. Additionally, you still don’t respond to online reviews, especially the negative ones, and you don’t reach the average guest by sending them your own survey, your own questions. Technology does all of that for you, truly helping you listen to your guests, and win against the competition.   What's the most surprising thing you've learned about scaling technology into hotels? Scaling a business in hospitality requires more manpower than what I would have expected when we started. In the beginning, I thought we would be a self-service technology that hotels would just buy, login to, and use. But we quickly learned that the business would require not only our tooling but also our expertise. We have truly become a service company, as well as a software company, and that requires talented people to support the hoteliers. We’re happy to be an extension of our client’s team as their dedicated feedback experts.   Are there 1 or 2 companies that have been a particularly good partners for you? We partner with hundreds of different fantastic companies, so it wouldn’t be fair to just name one or two. However, what I would like to see in our industry are more open APIs and more simple connections.  I think this would be very beneficial for our common customers, the hotels, but many tech companies don’t operate that way. I wish every tech company in our space would have a section on their website “API for developers” where you can develop solutions on top of their APIs and widgets. I am pushing my company to be open in that way because it just becomes much easier for partners to work with us and new things can be created. For example, I would still love to see rate management companies correlate their data with our data. We have the APIs, just plug them in.   I would want every rate management company, every IBE, every website builder, every PMS, every CRM to use our APIs and products to build a better product. Review content plugged into different hospitality solutions is already happening on a small scale, but not everyone out there knows how easy and convenient it is and what kind of value add it can provide to their own solutions. We have an entire team dedicated to those needs.   Where do you see TrustYou in 5-years? I want us to power feedback not only from guests but from other stakeholders as well. I believe we will enable feedback and communication between hotels and guests using messaging apps like Whatsapp, Facebook Messenger, and SMS instead of email. To help service our clients, I would want our platform to act as an AI solution and suggest actions to hotels based their data instead of just presenting it. I also think feedback will move from “3 days after stay” to “real time”. And I want TrustYou to spearhead those trends.   How will the online reputation management category change in the next 5-years? I hope to see guest feedback become a “must-have”, where it belongs to a hotel stack like a website or internet booking engine. More and more hotels will have figured out that with a 4.1/5 overall score they can offer a $100 room rate, but with a 4.6/5 score they can charge $150. I remember 5 years ago we had one slide in our sales deck showing a king and a queen on a throne. The headline said “when price is king, reputation is queen.” Maybe it will take another 5 years until we see those both equally presented, but I definitely see it in the future.   Does TrustYou have any new products or feature launches that you're particularly excited about? We just launched a new restaurant analytics product (May 2019) that is seamlessly connected to the hotel’s toolset, so for all hotels that run a restaurant in parallel, they can more easily manage their online reputation. Additionally, we have combined our Analytics and Survey with our Messaging product together into one platform so that as a hotel you can manage pre-stay, onsite, or post-stay communication and feedback from one place. Another big launch is coming towards the end of 2019, but I can’t talk about it just yet. Stay tuned!   What's one piece of advice that you have for any entrepreneurs looking to get into the hotel tech space? When seeking funding and putting together your business plan, calculate an amount you think you need, and then double it!   What is the best book you've read lately? Blitzscaling by Reid Hoffman. It’s written by Reid Hoffman, founder of Linkedin and Paypal.     What is your favorite podcast My favorite “podcasts” these days are live interactions with my children. Very funny. Topics change every time. No scripts. I love it.   What is one thing that most people don't know about you? I’m very approachable, and I think anyone who has ever reached out to me knows that. I’m an open book. So if you have questions or need information, I’m always happy to hear it and respond back.

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In the hotel industry price is king and reputation is queen

by
Hotel Tech Report

It’s not uncommon for tech companies in hospitality to start as B2C brands (business to consumer) then pivot to service hotel businesses instead.  Triptease launched as a TripAdvisor alternative before pivoting to become a direct booking platform.  Similarly, Munich based TrustYou started as a hotel booking website that aggregated reviews from around the web to provide a single trust score for properties around the world before becoming a leading guest feedback and reputation management platform. Back in 2008, TrustYou founder Ben Jost noticed that online review scores had the ability to make or break hotel performance.  He also noticed that reviews were being spread to more and more websites like TripAdvisor, Google, Facebook, Yelp and Expedia. Jost and co-founder Jakob Reigger hypothesized that if they could consolidate these reviews to provide travelers with a holistic view of a hotel by creating a proprietary aggregate score that they’d be able to leverage their neutral position to become a dominant booking platform. TrustYou’s booking platform experienced some success but Jost and his team noticed that thousands of hotel managers were coming to the site because they wanted to monitor their review performance across multiple channels - this was their ‘ah-hah’ moment.  With this insight, TrustYou pivoted from a B2C model into B2B (business to business) and the firm’s growth exploded. “I remember 5 years ago we had one slide in our sales deck showing a king and a queen on a throne. The headline said “when price is king, reputation is queen.” Maybe it will take another 5 years until we see those both equally presented, but I definitely see it in the future.” ~Benjamin Jost TrustYou has since doubled down on reviews and even demonstrated a commitment to reviews in it’s own business winning 2nd place in the 2019 HotelTechAwards beating out more than 100 hotel tech peers.  Everything that TrustYou does tests back to the fundamental question of whether a product or service will enable hotel clients to achieve higher review scores by delivering better service to guests.  That mission has resonated with hoteliers around the world and in 2017 alone the Company analyzed more than 100 million guest reviews and collected more than 4 million survey responses. TrustYou’s guest feedback and reputation platform consists of four main components that work in tandem to gather feedback, manage collection at scale and leverage that feedback to drive more business: Review marketing: Market guest reviews via a website widget to increase hotel website conversion Guest messaging: Communicate with guests before and during their stay to ensure a great experience then send surveys afterwards to increase review volumes and rankings Guest surveys: gather feedback from guests after their stay to maintain guest satisfaction scores Reputation management: Real time insights into review scores and online feedback across a variety of channels Reviews are critical to the survival of any hotel today and Benjamin Jost believes that trend is only accelerating.  We sat down with him to learn about his vision for TrustYou and to get his perspective on the evolution of reputation management in the broader hotel tech marketplace.   What was your background prior to starting TrustYou? After studying engineering, I worked for two Venture Capitalists in Paris and Munich. Then I decided to go on an 8 month trip around the world, and when I came back, I started working in corp dev / M&A for a renewable energy company. I think TrustYou ultimately was born from my urge to do something on my own.   Tell us how you founded TrustYou. My co-founder and old friend Jakob Riegger always had his own businesses from the age of 18, and from the outside, it always looked so cool to be your own boss. I think after working for various bosses in various types of organizations, I wanted to do something on my own, and when Jakob also simultaneously wanted to start something new, we brainstormed what we could do together. So the idea of creating a business together with my co-founder came before the actual idea of TrustYou. We started as a B2C company, so actually, our very first customers were users who heard about our site and used it. I know all my family used it because I told them to! But it wasn’t enough, and we were a typical underfunded, German startup and had no idea how much it would cost to actually compete in the B2C world of travel. So while running out of money we realized that more and more hotels were using our website and were looking up their reputation scores and reviews from across the web on our site. Of course they never booked their own hotel so we didn’t earn any money. But that was the starting point of our B2B business. I think it’s much easier to earn money in B2B than B2C so kudos for all the B2C companies who succeed in this world.   Wow, I didn’t realize that TrustYou started as a consumer facing brand. Can you talk about the B2B business today? We believe deeply in the power of feedback to build a better product and offer a better service. The only currency that counts to achieve that goal is feedback from your customers. Therefore, hotels need to find a product that helps them collect, understand and market guest feedback (reviews, surveys, messaging) for every customer, via every channel, at any time. I still strongly believe that a hotel’s reputation is more important than their room price and for sure a more sustainable competitive strategy. The TrustYou dashboard gives hoteliers real time insights to improve their businesses Who is one mentor that has really helped you scale TrustYou? Many people helped me over time. One mentor who was there from the very beginning until today is Philip Wolf, founder of Phocuswright, who still sits on TrustYou’s board of advisors. What makes him important to me, next to his great character, is his unvarnished opinion about tough questions and topics. You can surround yourself with people saying yes to everything or with people who point to facts that can be really are uncomfortable to tackle, e.g. cutting costs, hiring people you deem unnecessary at first, etc. And he doesn’t let go until you tackle them, which I appreciate. I don’t always like it, but I always appreciate it.   What's one commonly held belief that most hoteliers believe to be true that’s actually false? I think the one I most commonly hear is “I know my guests, I don’t need software to tell me”. Even if you are the type of hotelier who listens to their guests without a survey or reputation management tool, I definitely know you don’t measure any KPIs, track your progress over time, share feedback effectively with your team, or know if you’ll improve from where you stand today. Additionally, you still don’t respond to online reviews, especially the negative ones, and you don’t reach the average guest by sending them your own survey, your own questions. Technology does all of that for you, truly helping you listen to your guests, and win against the competition.   What's the most surprising thing you've learned about scaling technology into hotels? Scaling a business in hospitality requires more manpower than what I would have expected when we started. In the beginning, I thought we would be a self-service technology that hotels would just buy, login to, and use. But we quickly learned that the business would require not only our tooling but also our expertise. We have truly become a service company, as well as a software company, and that requires talented people to support the hoteliers. We’re happy to be an extension of our client’s team as their dedicated feedback experts.   Are there 1 or 2 companies that have been a particularly good partners for you? We partner with hundreds of different fantastic companies, so it wouldn’t be fair to just name one or two. However, what I would like to see in our industry are more open APIs and more simple connections.  I think this would be very beneficial for our common customers, the hotels, but many tech companies don’t operate that way. I wish every tech company in our space would have a section on their website “API for developers” where you can develop solutions on top of their APIs and widgets. I am pushing my company to be open in that way because it just becomes much easier for partners to work with us and new things can be created. For example, I would still love to see rate management companies correlate their data with our data. We have the APIs, just plug them in.   I would want every rate management company, every IBE, every website builder, every PMS, every CRM to use our APIs and products to build a better product. Review content plugged into different hospitality solutions is already happening on a small scale, but not everyone out there knows how easy and convenient it is and what kind of value add it can provide to their own solutions. We have an entire team dedicated to those needs.   Where do you see TrustYou in 5-years? I want us to power feedback not only from guests but from other stakeholders as well. I believe we will enable feedback and communication between hotels and guests using messaging apps like Whatsapp, Facebook Messenger, and SMS instead of email. To help service our clients, I would want our platform to act as an AI solution and suggest actions to hotels based their data instead of just presenting it. I also think feedback will move from “3 days after stay” to “real time”. And I want TrustYou to spearhead those trends.   How will the online reputation management category change in the next 5-years? I hope to see guest feedback become a “must-have”, where it belongs to a hotel stack like a website or internet booking engine. More and more hotels will have figured out that with a 4.1/5 overall score they can offer a $100 room rate, but with a 4.6/5 score they can charge $150. I remember 5 years ago we had one slide in our sales deck showing a king and a queen on a throne. The headline said “when price is king, reputation is queen.” Maybe it will take another 5 years until we see those both equally presented, but I definitely see it in the future.   Does TrustYou have any new products or feature launches that you're particularly excited about? We just launched a new restaurant analytics product (May 2019) that is seamlessly connected to the hotel’s toolset, so for all hotels that run a restaurant in parallel, they can more easily manage their online reputation. Additionally, we have combined our Analytics and Survey with our Messaging product together into one platform so that as a hotel you can manage pre-stay, onsite, or post-stay communication and feedback from one place. Another big launch is coming towards the end of 2019, but I can’t talk about it just yet. Stay tuned!   What's one piece of advice that you have for any entrepreneurs looking to get into the hotel tech space? When seeking funding and putting together your business plan, calculate an amount you think you need, and then double it!   What is the best book you've read lately? Blitzscaling by Reid Hoffman. It’s written by Reid Hoffman, founder of Linkedin and Paypal.     What is your favorite podcast My favorite “podcasts” these days are live interactions with my children. Very funny. Topics change every time. No scripts. I love it.   What is one thing that most people don't know about you? I’m very approachable, and I think anyone who has ever reached out to me knows that. I’m an open book. So if you have questions or need information, I’m always happy to hear it and respond back.

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IDeaS Wins Coveted Global People’s Choice Award in the 2019 HotelTechAwards

By Hotel Tech Report

Each year along with individual awards for the top rated product in each category, Hotel Tech Report recognizes the top 10 most customer centric global companies in the annual People's Choice Awards. The People's Choice Awards serve to honor and recognize companies who have balanced strong growth with a relentless focus on customer centricity. Hotel Tech Report has named IDeaS the winner of the 2019 People’s Choice Award based on data from thousands of hoteliers across more than 120 countries around the world. Over 100 of the world’s elite hotel technology companies competed for a chance to win this prestigious title. Other finalists include: TrustYou (2nd place), Clock (3rd place), TravelClick (4th place), GuestRevu (5th place), Mews (6th place), Guestline (7th place), Travel Tripper (8th place), Cloudbeds (9th place) and ALICE (10th place). The HotelTechAwards platform (by Hotel Tech Report) leverages real customer data to determine best of breed products and companies that help hoteliers grow their bottom lines. “The People’s Choice Award goes to the single company across all categories who demonstrates the strongest customer relationships during the HotelTechAwards.  Clients came out to support IDeaS in droves - it has been incredible to see” says Hotel Tech Report’s Jordan Hollander. The most common pitfall that successful technology companies face is that scale often has an inverse correlation with customer satisfaction.  With each new hire customers become further removed from the leadership team and with each new client their business becomes less critical to the company. IDeaS breaks the mold and is not just the largest revenue management software company in the world  but also the most beloved hotel technology company in the industry as determined by verified client data.  The key factors used to determine the annual People’s Choice award include total verified customer reviews, geographic reach of reviews and overall review sentiment and ratings.  More than 200 verified IDeaS clients dedicated more than 25 hours to supporting the company by writing reviews about their authentic experiences with the firm. Unbiased and verified reviews build trust in a way that biased case studies and whitepapers cannot.  The best companies know that the most effective way to communicate their value proposition is to empower and amplify the voices of their customers.       “We saw 5 star reviews come in from Zambia to Moscow and everywhere in between.  Happy customers vouched for IDeaS from cities we had never even heard of. This is the one of the most impressive organizations we’ve seen in hotel tech history.  It’s hard to imagine how IDeaS keeps clients this satisfied at such an enormous global scale but if there’s one company everyone can definitely learn from about scaling a global organization with a relentless focus on customer centricity, its IDeaS ” says Hollander. IDeaS clients from the United States, Africa, Asia, Europe and Latin America commended the company for it’s world class customer service and software. Congrats to this year's finalists: IDeaS, TrustYou, Clock, TravelClick, GuestRevu, Mews, Guestline, Travel Tripper, Cloudbeds and ALICE!   About the People's Choice Award   The People's Choice Awards serve to honor and recognize companies who have balanced strong growth with a relentless focus on customer centricity. Early on as a startup its easier for companies to maintain strong customer relationships with a limited customer base.  But as a company grows its install base and scales globally, maintaining high customer satisfaction becomes increasingly more challenging. Each year along with individual awards for the top rated product in each category, Hotel Tech Report recognizes the top 10 most customer centric global companies in the annual People's Choice Awards acknowledging the achievements of top innovators across all categories who embody the values, transparency and customer centricity that lie at the core of truly great companies. More info on the People's Choice Awards and scoring methodology

TrustYou Named 2018’s Top Rated Reputation Management Software in the HotelTechAwards

By Hotel Tech Report

February 12, 2018 -  Hotel Tech Report has named TrustYou 2018’s top rated Reputation Management Software based on data from thousands of hoteliers in over 40 countries around the world.  More than 100 of the world’s elite hotel technology products competed for a chance to win this prestigious title. The HotelTechAwards platform (by HotelTechReport.com) leverages real customer data to determine best of breed products that help hoteliers grow their bottom lines. “We have entered into what is called the trust economy where reputation is currency.  The correlation between online reviews and revenue is immense and TrustYou helps it’s partners maximize their presence and improve their reputation” says Hotel Tech Report’s Adam Hollander. TrustYou is poised for sustained growth in 2018 and offers a full guest feedback platform to manage, analyze and market reviews across the globe. Hoteliers recognized TrustYou’s truly world class on-boarding process where TrustYou exceeded the category average by 7%. “TrustYou has very powerful tools to easily manage reviews from dozens of third party sites and OTAs. This is by far the strongest aspect of the platform. Their global support team is very responsive, and personable” says a hotel e-commerce manager from Sydney, Australia. To read the full review and more, head to TrustYou's profile on Hotel Tech Report