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Review of Customer Alliance

7
Flexible review management system with strong OTA/review platforms integrations
CMO from 100 to 199 room Branded Hotels in Paris (France)
Verified
5 months ago
Products Reviewed
Reputation Management
Guest Survey Software
What do you like most?
- I particularly enjoy the seamless connection with many major OTA platforms such as Booking.com, Expedia.com, Google, Hotels.com, and more, which makes managing guest feedback incredibly efficient. - Our account manager is always attentive, approachable, and ready to support us whenever needed. - I appreciate the flexibility to choose which platform to direct guests to, whether Google or Tripadvisor, and the ability to personalize satisfaction survey emails with colors and photos adds a special touch. - The option to cancel future surveys is very practical - The color-coded system for guest ratings makes trends immediately visible. - The dashboard summarizing KPIs by platform is intuitive and fully customizable, allowing us to reorganize data exactly how we want, which saves time and enhances decision-making.
What do you dislike or think could be improved?
- The menu on the left could be improved by adding descriptions in addition to the logos, which would make navigation more intuitive and user-friendly. It would also be helpful to remove options that are not included in our subscription, so we can clearly see what is available in our plan. For example, I see the menu and page for the in-stay survey, but this option is not included in my contract. - The back office layout can be challenging, as I often struggle to find what I need and end up clicking around everywhere, which can be frustrating and time-consuming. - Some comments from Expedia appear very late on Customer Alliance, and they do not always show up correctly when sorting responses by date, causing delays in managing feedback. - It would be very helpful to add integration with Tripadvisor and Trip.com to centralize all review platforms in one place. - Strengthening AI response suggestions would save time and help maintain consistency in replies. - An option to invite guests to first quickly rate their overall stay using a star system would be excellent, and positive feedback could then automatically redirect them to the review platforms. - Finally, when a guest modifies their reservation dates, they still receive a satisfaction questionnaire based on their original check-out date. Being able to automatically adjust or reschedule these emails would save a lot of manual work and ensure a smoother experience for both staff and guests.
3.5
Average
Ease of Use
3.0/5
Customer Support
4.0/5
ROI
4.0/5
Implementation
3.0/5

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