Benefits:
Save time on review and feedback management Stop switching between extranets, spreadsheets, and inboxes. Reviews, surveys, and replies live in one platform, with AI handling the repetitive work.
Strengthen your online reputation Reply faster, stay consistent across properties, and grow visibility on the portals that influence booking decisions.
Increase direct bookings Showcase verified review scores on your website with branded widgets to build trust with visitors and convert more lookers into bookers.
Make decisions backed by data, not guesswork Replace assumptions with clear evidence. AI Insights and Key Driver Analysis show exactly what guests value and where to invest next.
Improve CSAT and NPS Identify the experience areas with the strongest impact on satisfaction and loyalty, and track the impact of every initiative quarter over quarter.
Align teams around the same priorities Give general managers, revenue, operations, quality, guest services, and regional leaders one source of feedback so everyone works from the same view.
Scale guest experience across your portfolio From single hotels to large groups and management companies, get portfolio-wide oversight with local-level action.
Connect feedback to your existing tech stack With 90+ integrations across PMS, CRM, and Revenue systems, guest feedback flows into the tools your teams already use every day.
Key features:
\- Review Management
Collect and reply to reviews from 19+ leading portals, including Google, TripAdvisor, Booking.com, Expedia, and HolidayCheck, all from one dashboard.
\- AI Reply Assistant
Reply to reviews up to 3x faster with AI-generated responses that match your brand voice, tone, and language.
\- Guest Surveys
Design customizable surveys for in-stay, and post-stay moments. Track CSAT, NPS, and department-level KPIs across rooms, F&B, spa, gym, MICE, and more.
\- AI Hub
Turn guest feedback into clear priorities. AI Insights group reviews by topic and sentiment to show what guests love and what needs fixing, while Key Driver Analysis pinpoints what truly moves CSAT and NPS so teams know where to act.
\- Reporting and Analytics
Visual dashboards for CSAT, NPS, response rates, channel performance, and competitor benchmarks, with automated PDF and Excel reports.
\- Review Widgets for Your Website
Display verified review scores on your website to build trust, boost SEO, and drive direct bookings.
\- Review Request Distribution
Choose where guest reviews go. Direct review requests to portals like Google or TripAdvisor to strengthen your presence on the platforms you want to grow
About the company:
Customer Alliance is a guest feedback intelligence platform built for the hospitality industry, trusted by more than 5,000 hotels globally. We help hotels capture, understand, share, and act on guest feedback, bringing reviews from major portals and customized CSAT and NPS surveys into one place, turning them into AI-powered insights and KPIs, and connecting those insights to the right teams through 90+ integrations with PMS, CRM and Revenue systems. With 3+ million surveys processed, 90+ million reviews collected, and true two-way integrations with 19 leading portals including Booking.com, Expedia and HolidayCheck, Customer Alliance is the platform hotels rely on to manage reputation, track guest satisfaction, and turn feedback into measurable results.
Product Gallery
