Customer Alliance

Category: Reputation management

Guest feedback platform for hotels: online reviews, guest surveys and satisfaction analytics in one place.

Customer Alliance is a guest feedback platform for hotels and hotel groups. It brings online reviews and guest surveys into one environment, so a property or head office can see what guests are saying, respond to it, and track whether satisfaction is moving. Reviews from booking and review platforms are collected into a single inbox. Teams reply directly from the dashboard, with AI-drafted responses written in the hotel's own tone of voice, and verified guest feedback can be distributed to the review portals that matter most to the property. Surveys capture feedback beyond public reviews: post-stay, during stay and on site, distributed by email, QR code, website or app, in 30 languages. Results are measured as satisfaction, effort and loyalty scores (CSAT, NPS and similar measures) and tracked over the guest journey. The analytics layer groups reviews and survey answers into themes, topics and sentiment, and Key Driver Analysis ranks which factors most affect guest scores. For groups, results aggregate by brand, region, country, city or company level, with KPI targets and competitor benchmarking. Customer Alliance is not a PMS, not a CRM and not a finance platform. It does not hold reservations, guest profiles for marketing, or accounting data; it connects to the PMS for stay and guest contact data used to trigger surveys and attribute feedback. Pricing is per location per month across Core, Growth and Pro plans, with an add-on fee for each additional business unit and an Enterprise plan by quotation. Customer Alliance states it supports more than 5,000 hotels globally, has handled more than 9 million surveys and collected more than 90 million reviews over the last ten years, and supports more than 90 system interfaces. These figures are supplied by Customer Alliance and are not independently verified by HotelLogic.

Capabilities

  • Single inbox for reviews from major OTAs and review platforms
  • Reply to reviews directly from the dashboard, with reply templates
  • AI-drafted review replies in the hotel's tone of voice
  • Reviews handled in 133 languages
  • Guest surveys post-stay, during stay and on site
  • Survey distribution by email, QR code, website, app, tablet and direct link
  • Surveys in 30 languages with customisable questions
  • CSAT, NPS and effort measurement across the guest journey
  • AI Insights: themes, topics and sentiment across reviews and surveys
  • Key Driver Analysis ranking what moves guest scores
  • Distribution of verified feedback to online review portals
  • Website widget showing review scores
  • Portfolio aggregation by brand, region, country, city or company
  • KPI targets, competitor benchmarking and custom reports
  • Unlimited users with granular permissions
  • API and BI integration on Enterprise plan

Compatible ecosystems

  • mews
  • apaleo

Named integrations

Customer Alliance names the following hotel PMS and channel manager integrations. The list is supplied by the vendor and may not be exhaustive.

Property management systems

  • Apaleo
  • Mews
  • Oracle
  • Infor
  • SIHOT
  • Planet (formerly Protel)
  • Guestline Rezlynx
  • Septeo Hospitality
  • Zucchetti
  • Ericsoft
  • ASA Hotelsoftware
  • Stardekk
  • Octorate

Other systems

  • D-EDGE
  • Simple Booking
  • Roomcloud
  • BeMyGuest
  • dailypoint
  • Re:Guest
  • LoungeUp
  • straiv
  • SuitePad
  • hotelkit

Supplied by Customer Alliance. Not independently verified by HotelLogic. Current list maintained at www.customer-alliance.com/en/integrations

Vendor website

Listing on the HotelLogic marketplace. HotelLogic is vendor neutral: ranking and inclusion are never sold.