The guest feedback intelligence platform for hotels

Customer Alliance helps hotels get more value from their guest feedback. Centralize reviews, reply faster with AI, automate feedback collection, grow visibility, and make informed decisions – via one centralized platform.

Reputation management, fully connected

Guest feedback creates value when it can be used in different ways across the hotel. Customer Alliance brings reviews and surveys together as part of one connected cycle.

Capture

Collect and centralize high-quality guest feedback from 19+ portals and survey sources, all in one place.

Understand

Quickly uncover what truly matters to your guests, spot patterns behind the scores, and identify where improvements will have the biggest impact.

Share

Use guest feedback to align teams internally and build trust externally, supporting consistent actions and stronger online visibility.

Act

Make revenue and operational decisions based on guest feedback, spotting what exceeds expectations and what needs improvement next.

Online Reputation Management

Manage your hotel’s guest feedback from one stream
Respond efficiently, maintain a consistent brand voice, and stay in control of how your hotel is represented online.
  1. Centralized review stream across 19+ platforms
  2. AI-assisted replies that follow your brand tone
  3. Direct publishing to OTAs without switching extranets
  4. Improved visibility on the channels that influence booking decisions
Explore Online Reputation Management

Guest Surveys

Get the full picture with customizable surveys
Collect targeted feedback during and after the stay. From quick pulse checks to detailed questionnaires, understand guest sentiment across departments and act with confidence.
  1. Custom surveys for every stage of the guest journey
  2. Department-level insights with NPS, CSAT, and text analysis
  3. Flexible distribution via email, QR code, WiFi, tablet, and more
  4. Clear visibility into what drives satisfaction and loyalty
Discover Guest Surveys

AI Hub

Find hidden growth potential in your guest feedback
AI Hub analyzes reviews, surveys, and scores to surface what truly drives guest satisfaction. Instantly see what’s working, what needs attention, and where improvements will have the biggest impact.
  1. AI-powered insights across reviews and surveys
  2. Clear visibility into drivers of CSAT and NPS
  3. Early signals on emerging issues and trends
  4. Actionable priorities for hotel and leadership teams
See AI Hub

Reporting & Analytics

Ready-to-use reports built on guest feedback
Generate structured reports from guest feedback to track trends, benchmark performance, and support revenue and team decisions.
  1. Pre-built reports for CSAT, NPS, review volume, and sentiment
  2. Channel-based reporting across OTAs and direct channels
  3. Competitive benchmarking reports to understand market position
  4. Scheduled and exportable reports for weekly and monthly reviews
More on Reporting and Analytics

+ 5000 hospitality businesses choose Customer Alliance

“Customer Alliance made it simple for us to create surveys that actually work. It saves us time and helps us listen to every generation of our members.”

'
Tonya Williams
'
,  
Director of Clubhouse Operations
,  
Forsyth Country Club

10%

Improvement in CSAT month over month

“We definitely recommend this integration because it is both time-saving and highly efficient. It allows for quick and direct feedback evaluation, even for direct bookings, and enables concrete action planning for continuous operational improvement.”

'
Sara Priller
'
,  
My Arbor’s Executive Assistant

55%

More Google Reviews

“Thanks to the data from Customer Alliance we can respond quickly to facts and not assumptions. When someone hears a negative story or staff sense a problem, they turn to Customer Alliance to see whether it is a pattern “living among our public” or just a one-off.”

'
Ryan Dingjan
'
,  
Project Coordinator & Revenue Manager
,  
Preston palace

14%

Increase in Cleanliness Satisfaction

Brand-approved review widgets for your website

Increase trust and conversions with branded review widgets that display verified ratings directly on your website, consistent across every property.

Flexible access for every role

Decide who can view, respond to, and analyze feedback. Whether you’re a single hotel or multiple locations, access stays clear and controlled.

Flexible date filtering for precise analysis

Drill into trends by week, month, quarter, or custom periods. Instantly understand how initiatives, renovations, or seasonal changes impact guest sentiment.

Committed to data protection

Guest reviews and survey data are processed securely and in accordance with GDPR requirements across the Customer Alliance platform.

01
03

Transform your hotel’s guest feedback intelligence and results in 3 simple steps

Step 1

Schedule a short introductory call

Step 2

Get a personalized demo tailored to your hotel or portfolio

Step 3

See your guest feedback connected, centralized, and ready for action

CSAT
Cleanliness
10/10
923
Positive
Reviews

Transform your hotel’s guest feedback intelligence and results in 3 simple steps

book a demo
01
03

Step 1

Schedule a short introductory call

Step 2

Get a personalized demo tailored to your hotel or portfolio

Step 3

See your guest feedback connected, centralized, and ready for action
CSAT
Cleanliness
10/10
923
Positive
Reviews

PRODUCTS

IntegrationsProduct OverviewOnline Review managementGuest SurveysAI HubReports & AnalyticsAPI

SOLUTIONS bY TYPE

Hotels Groups & ChainsHotel Management GroupsIndependent Hotels

SOLUTIONS bY role

Cluster/Regional ManagersGeneral ManagersRevenue Managers

SUPPORT

Customer StoriesPartnersPricing
English
Hausvogteiplatz 12, 10117 Berlin, Germany
+44 (20) 35 14 45 90info@customer-alliance.com
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