Hotels & Accommodation

The Guest Experience Platform
for Hotels and Accommodation

Helping hotels manage and improve the entire guest journey, through automated communication and feedback collection for happier guests and more bookings.

Pre-Stay

Welcome your guests

Make every single guest feel welcome before they even arrive. Take the chance to introduce your team and services, whilst letting them know of any important information, such as breakfast times, directions from the airport or recommendations to local attractions, to may make their stay even better.

Additional Revenue with Upselling

Maximise RevPAR with intelligent upselling initiatives. Offer your guests the opportunity to upgrade their room, book spa treatments or late check-out or even a restaurant reservation before they arrive. Maximise your hotel’s revenue without disrupting the check-in process.

Speedy Check-In

Encourage guests to provide their details before arrival whilst in a taxi or while waiting for luggage at the airport. Eliminate the check-in queue for guests by already having collected these details before arrival and let them get to their room as soon as possible.

During Stay

Room Requests

Allow your guests to send requests to staff from the comfort of their rooms. With a structured communication channel, guest expectations are managed whilst not requiring additional resources.

Collect Feedback Before Departure

Connect your Wifi log-in to collect private feedback from guests before they depart in order to address any issues before they are posted publicly after departure, or for specific facilities in your hotel such as the spa area or bar.

Internal Communication and Usage

Customer Alliance questionnaires can be used for internal purposes as well, such as room maintenance submissions or employee satisfaction feedback. Take a holistic approach to your feedback communications.

Pre-Departure Assistance

Help your guests have a smooth check-out and ensure that you have sufficient staff available to make this happen. Request feedback from your guests before their check-out date to find out when they intend to depart or even offer a late check-out upgrade and airport transfer.

Post-Stay

Review Invitation

Invite your guests to leave feedback and reviews for their experiences at your hotel. Studies show that a satisfied guest is much more likely to leave feedback if prompted – so make the most of your best guests and tell the world how great you are!

Continue the relationship

Build loyalty with your guests by continuing the relationship after departure. Send a personal thank-you message from your team for their stay and welcome them back with a discount code to use on future bookings.

Turn your reviews into revenue

Distribute reviews to external portals such as TripAdvisor, Google and HolidayCheck. More reviews will help you climb up rankings and get more clicks and bookings. Integrating reviews on your own website will help improve trust, increase conversion rate and direct bookings.f

Enrich Guest Relationships

Enrich your guest data and generate newsletter subscribers for an ongoing relationship with your guests. Uncover the guest’s real email address from OTA bookings and learn more about their traveling purposes to creating a personalised stay at your hotel

Customer Success Story

Gorki Apartments

How can a boutique hotel with only 36 rooms be the #1 Hotel in Berlin on TripAdvisor and maintain that position?
By consistently requesting guest feedback and analyzing their responses, Gorki Apartments have been able to become the top-rated hotel in the Germany capital. Through the use of Customer Alliance’s Semantic Analysis technology and website integrations, Gorki Apartments have been able to simultaneously truly understand their guest feedback whilst generating more direct bookings, and subsequently, their profits.

Ranked #1 hotel in Berlin on TripAdvisor.
95% guest satisfaction rate.
Over 1,800 guest reviews collected across 12 portals

Increase visibility
Increase bookings

Widget

Display your reviews with pride directly and generate trust with visitors to your website. Using the Customer Alliance widget, you can display an overview of the ratings on your Certificate to all website visitors and capture more direct reservations.

Certificate

Show customers your great service in one, central location. The Customer Alliance Certificate provides an overview of your ratings across all of the major online portal and your collected reviews.

Distribution

Generate more reviews across all of the major online review sites. Distribute customer invitations to leave reviews across all of the major online review portals and optimize your presence at all steps of the customer journey.

Rich Snippets

Maximise the traffic from the Google organic results showing the rating stars and your total number of review. Your hotel website links will be more visible and attract more potential customers on your website!

Integrations

Never miss out on a review

Customer Alliance currently supports over 90 PMS interfaces to automate the submission of data for streamlined guest communication, review collection and distribution to the industry’s leading online review portals.

Already trusted by over 5,000 hotels across Europe

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