Reputation Management


Collect more Google reviews with our direct Google questionnaire from Review Analytics

Experience greater return rates for your Google review requests Over the past year, we’ve worked to grow our partnerships with the most relevant review portals for your applicable markets; as part of this, we have partnered with Google. Through this partnership, we can offer a Google API for you to redirect your guests directly to […]

November 4, 2016

Using ‘Google My Business’ for hotels

Refresher: why you should play the Google game? Google plays a central role in any business’s success or failure and the influence of search engines means hotels are more visible than ever. Use this to your advantage by using the resources made available by Google, such as Google My Business. Playing the Google game can […]

November 3, 2016

Have you noticed we’ve had some work done?

  Introducing the new face of Review Analytics! We worked hard this summer to update Review Analytics – now, our looks are on paar with the functionality you love! No need to learn anything new, as the overall functionality of Review Analytics is the same, we just changed the aesthetics with some new colors and […]

October 25, 2016

Facebook – now a unique source in your Review Analytics backend

We have improved our Facebook integration enabling you to oversee your Facebook reviews directly within Review Analytics. The reviews are accessible from your review stream and the statistics are visible within both your overview and statistics sections. Facebook is arguably the most relevant social media portal and a major influence in travelers decision-making. It provides […]

October 17, 2016

HolidayCheck focuses on Polish and German markets – shuts down .com and .fr sites

What you should do for your hotel To focus their site languages on German and Polish, HolidayCheck closed their .com site and will close their .fr site by September 30th 2016. What exactly does this mean for you? Your hotel will still be displayed and bookable on their site, but only your German and Polish […]

August 30, 2016

Welcome to the Customer Alliance Marketplace

Access the best businesses for your hotel with the Customer Alliance Marketplace At Customer Alliance, we strive to provide you the resources for gaining control of your business and part of this mission is giving you easy access to our partners and their solutions. Now we are connecting you directly with our partners through our […]

August 11, 2016

Redirect guests to Google for their reviews and improve your rankings!

With Customer Alliance, you can distribute your customers with Gmail addresses to Google for their reviews. This allows you to become more present on external portals by collecting more reviews and increasing your review-score. What are the benefits of redirecting to Google? When you increase the number of reviews you have on Google, you increase […]

June 27, 2016

Why WhatsApp could revolutionize your guest communication

Let’s talk about messaging The hospitality industry faces challenges as travelers become more accustomed to modern communication technologies. The classic email communication appears slow in its execution and, therefore, gets replaced by modern messaging services. Many young travelers use messaging services outside of email as their main mode of communication, and WhatsApp leads the market […]

June 27, 2016

Directly transfer comments to HolidayCheck from Customer Alliance

  We are thrilled to announce our most recent Review Analytics update – you can now comment on HolidayCheck reviews directly within Review Analytics and those comments display on HolidayCheck. Commenting on reviews is an important aspect of maintaining your online reputation. When customers see you respond and engage with those reviewing your property – […]

April 21, 2016

Looking back at a successful ITB Berlin 2016

With blisters on our feet from all the walking and dry mouths from all the talking, we at Customer Alliance reflect upon the truly inspiring and successful days of the ITB Berlin 2016! It’s the year for anniversaries and records — as ITB Berlin celebrated its 50th anniversary stronger than ever! According to the Messe […]

March 16, 2016

Our latest product updates. An interview with Moritz Klussmann, Customer Alliance’s CEO

2016 is well under way and we are already in the middle of great new projects – though we didn’t miss our chance to look back on the year and recent improvements as we plan our next big steps. We want to share our successes, thoughts, and vision for our products development with you. With […]

March 15, 2016

Customer Alliance enters international market with first attendance of WTM London

October 2015, Berlin. This November 2nd to 5th, Customer Alliance will be attending the WTM (World Travel Market) London for the first time. This attendance marks the launch of the company’s international “Global Cities” market. Expert in the field of online review management for hotels, the company has recently expanded its work with hotels through […]

October 14, 2015

A boost for your visibility – your Customer Alliance reviews now also published on Trivago!

To improve your online reputation effectively in the long-run, you need to take a holistic approach to your review management. It’s not just about collecting and analyzing what your guests and customers have to say about you, what you are great at, and where you need to improve. It is at least as important to […]

October 1, 2015

Where are you during your Customer’s Journey? Discover the touchpoints you should already be acting on!

You can learn a lot from your guests, particularly when it comes to the things that could make your business more successful. In the hospitality industry of 2015, it has become increasingly important for a hotel to make sure its customers and guests have a smooth booking experience; keeping an eye on your customer’s journey […]

September 19, 2015

How online reviews can actually increase a hotel’s revenue per available room (RevPAR)

In a post from August 2015, TravelPulse.com posted about a study on online hotel reviews, and how guests react to hotelier responses: A joint paper created by Accenture and the Cornell University School of Hotel Administration highlights the importance of online reviews, and how a travel company’s response can affect its reputation among travelers. The […]

September 4, 2015

Improved excel chain reports – to keep the overview over the performance of all your hotels!

As a manager who is overlooking the success of a hotel chain or group, you have special needs when monitoring your online presence and reputation. It is important to keep the overview over all your hotels, not just the best- or worst performing ones. This is why our 360° Review Management tool Review Analytics offers […]

August 28, 2015

Simplified guest data import options – inviting your guests to leave a review has never been easier!

We have significantly improved your guest data import section within your Review Analytics backend. Sending post-stay emails to your guest, encouraging them to leave a review for you hotel, has now become even easier. What’s new? Most importantly, there is no need anymore to convert your Excel file into a CSV file before importing your […]

August 27, 2015

The Triumph of Customer Reviews – Airlines are next!

The importance of reviews With the continuous growth in interaction between companies and their customers off- and online, the importance of “worth of mouth” has reached a new height. These days, recommendations come in the form of online reviews and studies have shown that internet users place a very high value on these reviews, generally […]

July 31, 2015

Get even better guest feedback with your optimized “Questionnaire designer”

As most hoteliers will know, much can be gained from guest feedback. However, getting specific feedback about the topics that most concern you can be tricky. This is where the Review Analytics questionnaire comes into play – you can make sure you’re asking your guests the questions which you want answers to! What’s my “Questionnaire […]

July 23, 2015

Let’s talk semantics – a concise look at all of your online reviews

What are you doing well? In which areas do your guests think you need to make improvements? Which topics most come up in your hotel’s reviews? All of these are important questions, and our semantic analysis helps you get to the bottom of them. With Review Analytics, we at Customer Alliance not only help you […]

July 20, 2015

It’s official, we’ve launched Booked – your hotel booking system!

For us here at Customer Alliance, this year was primarily devoted to our new hotel booking system. After months of developing and testing, we are thrilled to have officially launched Booked. Our hotel booking system is designed to offer an easy booking and reservation management system to hotels and their guests. With the help of […]

July 2, 2015

Your new Instant survey

We are excited to introduce a brand new Instant Survey for our Customer Alliance users. This feature will help you evaluate your performance while your guests are still with you, so you can ensure that they have the very best experience and that you catch any problem that might arise as it unfolds. What is […]

May 28, 2015

Dealing With Negative Reviews Of Your Hotel

Before most customers make a booking at your hotel, they will search for you on a neutral source first, such as TripAdvisor, Booking.com or Yelp. You could say, your reputation on these sites is more important than all other marketing efforts combined. That said, what do people notice first when see your listing? A five […]

April 8, 2015

How to welcome your guests?

The first impression counts! Come up with little suprises for your guests. Give them a warm reception. You don’t like the feeling of failing your guests’ expectations? For most hotel guests, cleanliness is a very important factor. How to deal with negative reviews? Learn more in our >> free whitepaper! Visit us at ITB Berlin […]

February 20, 2015

The Review Effect

The rise of online reviews has done even more than shift the relation between hoteliers and their guests. Their importance has been growing to a point that they have even been drawing the attention of academic scholars. Dr. Edwin N. Torres and Dr. Dipendra Singh of Central Florida University recently conducted a search with the […]

February 13, 2015

New year, new features for Review Analytics

All new features and figures for the new year – Discover what’s new on the Review Analytics backend.   Hello and Happy New Year! Here at Customer Alliance, we’re kicking off the new year with a newly improved Review Analytics for our customers. The new features we’ve implemented make it even easier for business owners […]

January 26, 2015

Announcing our new University Program

We team up with hotel management schools to make our software available to future hoteliers of Europe We’re excited to announce our new University Program in our first collaboration with hotel management universities across Europe. We’ll be providing future hoteliers with a smart and thorough understanding of what their online reputation could do for (or […]

December 17, 2014

Yelp Reviews meet Michelin Stars – Reviews as relevant as official star ratings?

Imagine you are going to take your beloved partner out for an exquisite dinner. The only problem is that you are not all that experienced with these fancy restaurants. So what would be your source of choice to obtain the necessary information? Would you rather listen to the average opinion based on hundreds, even thousands […]

December 12, 2014

Your pool? – Stories from the worst hotel

Last week, I experienced a very weird hotel story. Seeking to escape the -10° at home, I booked a hotel somewhere in the South Seas at a bargain price. Landing on this beautiful peninsula, I was well received by pleasant weather and a lot of sunshine. Eager and happy anticipation was written all over my […]

December 11, 2014

Break fast at the worst hotel’s breakfast

I know this feeling all too well! Where am I? Right, being on holidays, waking up in this strange small hotel somewhere far far away from home. Night was long. Sleep was poor. I definitely need to recharge my batteries! What could one think of other than a nice breakfast? Bacon and eggs would be […]

November 21, 2014

Merge Online Guest Reviews and Hotel Classification Systems – A hotel assessment revolution?

Recently, the World Tourism Organization (UNTWO) published a report on the quite complex topic “Online Guest Reviews and Hotel Classification Systems – An Integrated Approach”. They picked up an interesting question how to merge the two most relevant quality indicators for accommodations, traditional hotel classification and online guest reviews. The report, jointly prepared by UNWTO […]

November 6, 2014

Google+ for hoteliers, what’s new?

Dear hoteliers out there! As all of us know: Google is the big boss and everyone has to follow it’s rules! You can try to revolt, however you will have a tough time to sell your stuff if you decide to do so. That’s why – from a realist perspective – you should learn what […]

October 27, 2014

Customer Alliance @ “Tourism in Halkidiki” / Greece

Last Week, I visited the workshop “Tourism in Halkidiki” in the small greek city Nea Moudiana, seated on the peninsula Chalkidiki. The Halkidki Hotel Association invited us to join the event and to share our knowledge and experience about Review & Reputation Management in social media. After landing in Thessaloniki, I found my way to […]

October 10, 2014

New restaurant and conference questionnaire

Customer Alliance questionnaire is now available for restaurant- and conference guests Customer Alliance hotel clients sum up to more than 2.500 by now gaining the benefits for their daily work routine due to our review management solutions. Now we take a step forward and expand our product towards gastronomy and more! Our two new questionnaires […]

September 29, 2014

Reviews, Ratings and Hotels – Learning from research studies

How are reviews, ratings and pricing influencing consumer booking behavior today? There are some interesting studies about that, as you can read in the SAS hospitality industry blog in full lenght. We give you a short summary right here: Thanks to the increase of user generated content (UGC), consumers have more information than ever before […]

August 13, 2014

Google and Images: From Panoramio to Google Carousel

Images are considered to be the most important content throughout the internet. Thus, it is no surprise that Google has been creating tools focusing on pictures such as is Panoramio, Picasa(web), Google+ and Google images search. Panoramio – Source for Google Maps Anyone creating interesting and relevant content from his city or region including individual […]

August 8, 2014

Google and its search

Talking about Google in general means talking about classical Google search. Searching things via Google has become a very influential factor throughout our lives. Most dictionaries implemented the term “to google” years ago. SEO remains important The search and research for information is one of the first steps in the process of booking a hotel […]

July 30, 2014

And it only gets better! You can now customize your hotel certificate

Your hotel certificate is now fully customizable for your website and for the Facebook application. Delight your guests with your best personal touch! “Better than yesterday”. That’s the internal mantra we follow here on our development team. Last week we relaunched our hotel certificate improving its usability, making it viewable from any device and easier […]

March 19, 2014

No reviews, less bookings

Here comes TripAdvisor alongside with PhoCusWright and reveals their study results on the connection of reviews and bookings. So I hear a lot of people saying reviews become less important, people are saturated, but the truth is 53 % of travellers won’t book you, if you have no reviews. That is more than half of […]

February 14, 2014

Amount of online reviews affects the rating

Top of the world! TripAdvisor gave out the popular Travelers’ Choice Award to the creme de la creme of the hotel industry. The Travelers’ Choice Award is an audience award, as it takes into account the reviews of travelers from the travel platform. In the category “top hotel” of the world Hotel Kronenhof from Switzerland won […]

January 27, 2014

The New Review Analytics!

Each day, everyone of our 52 colleagues listens to your feedback very carefully. We try to collect all of your suggestions and to implement a lot of them to make your review management easier, better and more fun. So, today is the day that our entire team has been working extremely hard for in the […]

December 6, 2013

4 new feature releases

We are very excited to share some good news with you. December 6th, 2013, we will add some very useful, brand-new features to your Customer Alliance backend. The new features will help you to manage all your online reviews in an even more efficient way. What is new: Reviews: Do you remember those days where […]

November 26, 2013

Brand-new whitepaper – Like, share, tag

Liking, sharing & tagging are the electronic forms of  face to face recommendations. With social media networks like Facebook and Twitter hotels have to face a new way of digital recommendation. Thomas Hendele, owner of some communication and expert for social media and online marketing, explains some of the key facts in our new whitepaper: […]

October 28, 2013

Steering instead of drifting!

HolidayCheck, Germany’s biggest online hotel review platform and its recommendation rate are critical to online bookings. A high recommendation rate on HolidayCheck equals more revenue. Yet many hotels still struggle with their position on this review portal. Customer Alliance has a solution for this issue. The Hotel Molitors Mühle had the same problem until it […]

October 9, 2013