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TrustYou Customer Experience Platform (CXP)
4.4 (305 REVIEWS)
HT Score
94 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn how HotelTechReport uses millions of proprietary datapoints to rank the best hotel software in the world
Learn how HotelTechReport uses millions of proprietary datapoints to rank the best hotel software in the world
Marius, Mano, Lina + 8 more experts recommend TrustYou
Read RecommendationsTrustYou Customer Experience Platform (CXP)
Ranked 2 (out of 57) in Reputation Management
AI-Powered Reputation Management (Review & Surveys) to Boost Guest Experience and Brand Reputation
89% recommended by 290 hotels
Accor, Mandarin Oriental, Wyndham & 287 others
Bell - AI powered product analyst
I analyzed all of TrustYou’s product reviews, expert recommendations, features, capabilities, pricing, integrations and more to produce the below summary.
Hoteliers say
Hoteliers like that TrustYou helps improve guest satisfaction and streamline quality management through insightful data. It centralizes guest reviews, enhancing guest experience and enabling fast responses. TrustYou excels in sentiment analysis, global review aggregation, and target-setting for guest satisfaction. However, concerns about delayed updates, sentiment misclassification, and training accessibility are notable. The tool can significantly boost operational efficiency, but potential buyers should be aware of its limitations to ensure it meets their property needs.
Accor, Mandarin Oriental, Wyndham & 287 others
Read their reviewsWhat Types of Hotels TrustYou is Popular For
Size
12 | X-Small (1-9 room)
15 | Small (10-24 room)
54 | Mid-Sized (25-74 room)
108 | Large (75-199 room)
113 | X-Large (200+ room)
Country
42 | United States of America
16 | Germany
14 | Thailand
14 | Switzerland
14 | Spain
13 | France
10 | Canada
10 | Egypt
9 | Italy
9 | Austria
9 | Vietnam
8 | India
8 | Indonesia
8 | China
7 | Poland
7 | Croatia
6 | Singapore
6 | United Arab Emirates
6 | Malaysia
5 | United Kingdom
5 | Greece
4 | Morocco
4 | New Zealand
4 | Turkey
3 | Australia
3 | Czech Republic
2 | Saudi Arabia
2 | Cyprus
2 | Netherlands
2 | Namibia
2 | Japan
2 | Israel
2 | Qatar
2 | Portugal
2 | Brazil
2 | Ireland
1 | Montenegro
1 | Sri Lanka
1 | Paraguay
1 | Andorra
1 | Tanzania
1 | Chile
1 | Oman
1 | Malta
1 | Russian Federation
1 | Belgium
1 | Taiwan
1 | Bulgaria
1 | Fiji
1 | Cameroon
1 | Kenya
1 | Laos
1 | Togo
1 | Kazakhstan
1 | Mexico
1 | Colombia
1 | Slovakia
1 | Bosnia and Herzegovina
1 | Pakistan
Type
116 | Branded Hotels
110 | Resorts
104 | Luxury Hotels
97 | Boutiques
97 | City Center Hotels
90 | Airport/Conference Hotels
80 | Bed & Breakfast & Inns
65 | Limited Service & Budget Hotels
27 | Extended Stay & Serviced Apartments
14 | Hostels
12 | Casinos
9 | Vacation Rentals & Villas
5 | Motels
5 | RV Parks & Campgrounds
Region
118 | Europe
65 | Asia Pacific
53 | North America
28 | Middle East
10 | Africa
8 | Oceania
5 | South America
Category
305 | Reputation Management
7 | Hotel CRM & Email Marketing
Didn’t find what you were looking for?
What is TrustYou?
Founded in 2008 | Headquarters in Kreisfreie Stadt München (Germany) | 170 employees
TrustYou Customer Experience Platform (CXP) is an AI-powered guest feedback and reputation management solution designed for the hospitality industry. It centralizes guest reviews and surveys, offering hoteliers comprehensive insights into guest satisfaction and operational quality. By utilizing advanced sentiment analysis through its SentimentAI and ResponseAI features, the platform enables hoteliers to improve product quality and respond quickly to guest feedback. This enhances guest experiences and streamlines quality management. Additionally, CXP facilitates reputation showcasing across channels and supports benchmarking to boost direct bookings, ultimately driving operational efficiency and revenue growth.
Powered by AI
This description was generated by AI which analyzed the following sources to summarize a description of TrustYou products, features and capabilities. Leveraging user generated verified data sources allows us to generate a more helpful and realistic description for hoteliers free of sales promotion and hyperbole.
Sources
Verified hotelier reviews
We analyze all verified product reviews as a way to understand and summarize what real users/hoteliers are saying about the product to provide a more accurate and relevant description for buyers than only what vendors provide.
TrustYou Reviews Analyzed: 232
Read reviewsVerified expert recommendations
We analyze recommendations from industry experts who we ask to describe the most valuable features and capabilities of the product as well as key differentiators and what types of hotels the product works best for to extract unique insights and perspective for buyers.
TrustYou Expert Recommendations Analyzed: 0
Read expert recommendationsDescription provided by TrustYou
While its important to incorporate analysis from verified user reviews and industry experts to create more balanced content, the way a vendor describes their overall company and vision can also shed light on their unique perspective or way of doing business which is why the AI ingests this information as well to add more context to paint a picture of what the company says vs what users and industry experts say.
TrustYou's Provided Description:
"TrustYou CXP is the AI-powered platform that transforms reviews and surveys into action. It helps you improve product quality, respond to all guest feedback instantly, and showcase your reputation across channels. With SentimentAI, ResponseAI, and powerful benchmarking, CXP unlocks operational insights, saves your team time, and drives more direct bookings."
FAQs
Capabilities
ResponseAI - Automate and Personalize Review Responses
ResponseAI - Automate and Personalize Review Responses
Respond to guest reviews in seconds with AI-generated replies that feel human. ResponseAI recognizes guest details, tone, and language—so every response is on-brand and context-aware. Save up to 75% of the time normally spent replying, increase response rates, and improve your overall review scores and visibility.
One Inbox - Centralize all Surveys and Reviews
One Inbox - Centralize all Surveys and Reviews
Unify your guest feedback workflow by bringing online reviews and direct surveys into a single, smart inbox. Respond faster, prioritize better, and never miss a comment—whether it’s from Google, Booking.com, or your own branded survey. With TrustYou’s CXP Inbox, your entire guest experience is visible, actionable, and always organized.
SentimentAI - Understand Sentiment with Semantic Intelligence
SentimentAI - Understand Sentiment with Semantic Intelligence
Go beyond star ratings and uncover what truly drives guest satisfaction. TrustYou’s SentimentAI analyzes 700+ categories of feedback to detect positive and negative trends—so you can take action where it matters most. Visual dashboards help you identify service gaps, prioritize improvements, and track performance over time with confidence.
Competitor Benchmark - Stay ahead of Competition
Competitor Benchmark - Stay ahead of Competition
Track how your property performs compared to competitors and internal benchmarks. Monitor key KPIs like review scores, sentiment, and response rates over time. TrustYou’s benchmarking tools highlight where you lead, where you lack and how to adjust strategies to stay ahead of the competition.
BI - Make Data-Driven Decisions with Analytics
BI - Make Data-Driven Decisions with Analytics
Access real-time guest experience data in flexible, customizable dashboards. Filter feedback by traveler type, stay details, or service category to uncover patterns and performance gaps. With TrustYou’s analytics tools, you can track trends, measure improvements, and empower every department to act with insight.
Portfolio Management - Manage Hospitality Enterprises
Portfolio Management - Manage Hospitality Enterprises
Manage guest feedback, performance metrics, and response quality across your entire portfolio—from one centralized platform. TrustYou makes it easy to compare locations, filter by brand or region, and ensure consistent service standards. Empower teams at every level with the insights they need to take action, stay aligned, and scale excellence.
Marketing Widgets - Boost Visibility with Reviews
Marketing Widgets - Boost Visibility with Reviews
Turn your best reviews into powerful marketing assets. TrustYou’s widgets display live guest feedback, TrustScores, and MetaReviews directly on your website or booking engine. Build trust, increase conversions, and let real experiences speak for your brand—automatically and effortlessly.
Connectivity - Connect Your Tech Stack With Ease
Connectivity - Connect Your Tech Stack With Ease
Connect effortlessly with leading CRM and PMS solutions via standardized APIs. Streamline your data for advanced insights.
Features
Surveys & Feedback
4/5 features
Review Generation
4/5 features
Follow-up & Resolution
4/5 features
Reporting, Analytics & Insights
4/5 features
Channels
4/5 features
Admin & Settings
4/5 features
Available Add-ons & Modules
ResponseAI - AI Response Generator
Reputation Management
ResponseAI generates smart, personalized replies to guest reviews in seconds—saving time and protecting your reputation. It recognizes guest details, tone, and language to craft human-like responses with minimal effort. By increasing response rates, it helps boost review scores, guest satisfaction, and long-term revenue.
Unlimited Guest Surveys
Guest Survey Software
Unlimited Surveys unlocks the full potential of guest feedback by allowing you to run as many pre-stay, on-site, and post-stay surveys as you need. Customize every touchpoint across the guest journey to gather insights, improve experiences, and drive loyalty—without any volume limits or extra charges.
Review Widgets
Direct Booking Tools
Display your best feedback, TrustScore, and MetaReviews directly on your website or booking engine to build trust and boost conversions—automatically updated, fully customizable, and easy to configure.
TrustYou Reviews Summary
Ease of Use
4.5/5
Customer Support
4.5/5
ROI
4.3/5
Implementation
4.3/5
Recommended by
Achievements
This vendor's trending score is rising, TrustYou Customer Experience Platform (CXP) is the #2 most trending product in the Reputation Management category (out of 57) and the #77 most trending product overall in the global hotel tech ecosystem. HTR assesses vendor's real time activity in the market to give buyers a sense of whether a product is gaining momentum
Learn moreTrustYou has opened its internal systems to Hotel Tech Report and earned the Verified Support Certification.
Learn more about this achievement in the official press releaseThis vendor has earned the Certificate of Excellence which is awarded to vendors who exemplify transparent cultures and come highly recommended by their clients. For more information, please see the help center.
Learn about the criteria required to achieve HotelTechReport's Certificate of Excellence
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn how HotelTechReport uses millions of proprietary datapoints to rank the best hotel software in the worldRecommended for
TrustYou Pricing
Average
This product is priced in line with the average product in the category which is usually an indicator that it is a standard product with standard functionality designed for typical operations and use cases and properties.
Get an Instant Price Estimate
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References
"Finally, no more data silos! We gain a unified view of our guests and the ability to create targeted audiences quickly to enhance our marketing campaigns effectively."
Céline Mamane
Head of Digital Marketing @
MEININGER Hotel Berlin Hauptbahnhof
"TrustYou Guest Messaging allows us to place more emphasis on guest experience. We are able to increase real-time engagement with our guests and respond to incoming requests faster, like late check-outs and additional amenities. If guests are traveling for their anniversary, we can offer suite upgrades that also generate more revenue for us. We are experimenting with different messages and guests seem to love the personalized experience."
Kathryn Carling
Hotel Manager @
Abode Narrabundah
"Speaking for all 16 MEININGER Hotels, we are impressed by the great success we have achieved within a very short period of time using TrustYou Stars. The numbers are not only convincing, but we have the basis to improve operations. Knowing how our guests feel is vital to maintain our legendary Meininger atmosphere."
Eric Van Dijk
Managing Director @
MEININGER Hotel Berlin Hauptbahnhof
"We use TrustYou’s data points to make important decisions in both operations and management. The detailed reports are evaluated on a weekly basis to identify and immediately react to occurring deficiencies and to maintain high quality service levels. Due to a detailed comp set analysis, we also can account for our top competitors and be one step ahead at all times."
Selim Imre
Rooms Division Manager @
Aska River Suites
"Google is an essential part of the booking process, so we were looking to increase the volume of review content on the platform. TrustYou Stars has allowed us to gain significantly more reviews on Google, and we have also seen an improvement in review scores which helps travelers to find our hotels and convinces them to book with Ayres over our competition.<br /><br />"
Shanna Davis
Marketing Manager @
Ayres Hotel Costa Mesa - Newport Beach
"Getting positive feedback from guests is great and it reinforces our of our constant improvement. If we receive praises regarding one particular service, we keep working on that service, to make it even better."
Tetsuya Nakashima
Facilities Management Division Manager @
Namba Oriental Hotel
"Displaying TrustScores and Meta-Reviews on our website and thereby enabling Rich Snippets has shown incredible results. We observed an immediate 10% increase in “ organic revenue coming from an improved conversion rate as well as an increase in traffic. In part we were able to migrate paid to organic traffic helping us to free marketing budget for other performance campaigns. On the other hand, now www.nh-hotels.com is positioned in Google as the web that is considering more reviews than any other website which is helping us to generate incremental traffic."
Stephan Keschelis
Vice President E-Commerce & Digital Transformation @
NH Collection Munchen Bavaria
"Direct, fast communication and problem-solving is the key to a satisfied and happy guest, which can, in turn, result in good reviews and a loyal customer. Since our hotel is designed to appeal to a young and tech-savvy clientele, Amazon Echo seemed like the perfect match to receive guest requests from the room. Since we were already using TrustYou’s effective messaging tool and dashboard for direct guest communication, the combination of the two was the next logical step."
Jim Harness
General Manager @
ACME Hotel Company
"Google is an essential part of the booking process, so we were looking to increase the volume of review content on the platform. TrustYou Stars has allowed us to gain significantly more reviews on Google, and we have also seen an improvement in review scores which helps travelers to find our hotels and convinces them to book with Ayres over our competition."
Shanna Davis
Marketing Manager @
Ayres Hotel Costa Mesa - Newport Beach
"We use TrustYou’s data points to make important decisions in both operations and management. The detailed reports are evaluated on a weekly basis to identify and immediately react to occurring deficiencies and to maintain high quality service levels.. Due to a detailed comp set analysis, we also can account for our top competitors and be one step ahead at all times."
Selim Imre
Rooms Division Manager @
Aska Hotels Sun Queen Beach
Featured Customers
More Products by TrustYou
Hotelier Rating
Looking for specific info?
10
Product 10/10
Quality Manager from 200 to 499 room Bed & Breakfast & Inn in Saints Constantine and Helena (Bulgaria)
Verified
3 days ago
The platform's speed, collection of information and user-friendly interface. A lot of opportunities for analysis and processing of information, countless filters and data variations for better presentation of information and creation of reports.
Bulgaria
Bulgaria
Quality Manager
X-Large Hotel
10
Excellent online reputation management tool: intuitive, agile, and comprehensive.
Quality and Customer Experience from 500+ room Branded Hotel in Barcelona (Spain)
Verified
3 days ago
Speed in incident management. Agile handling of customer feedback. Ease of creating reports and statistics. Wide range of sentiments in reviews.
Spain
Spain
Quality and Customer Experience
X-Large Hotel
10
Thank You Ioana for your help
Quality Manager from 200 to 499 room Boutique in Paris (France)
Verified
4 days ago
Fast and efficient service from Ioana to help us with the MICE surveys. Everything is working now thanks to her help.
France
France
Quality Manager
X-Large Hotel
10
TrustYou - A Legacy of Professionalism
CRM Manager from 500+ room Boutique in Belek (Turkey)
Verified
6 days ago
We've partnered with TrustYou for over a decade, recognizing early that guest feedback and online reputation would define the future. Us — the hotel. Them — the tech. From the start, it was clear: we shared the same fire, just on opposite sides of the same mission. As TrustYou’s founder, Benjamin Jost, said, reviews were once scattered like...
Turkey
Turkey
CRM Manager
X-Large Hotel
10
Convenient Review Aggregation
Supervisor from 500+ room Branded Hotel in Zhongzheng District (Taiwan)
Verified
7 days ago
I like the ability to aggregate reviews for our own hotel and competitors in one place. I like that I can quickly see the number of positive/negative reviews and scores for our hotel and competitors in one place.
Taiwan
Taiwan
Supervisor
X-Large Hotel
8
Useful Everyday Tool to Manage Your Hotel's Reputation
Owner from 25-49 room City Center Hotel in Esslingen am Neckar (Germany)
Verified
7 days ago
The efficency is great and provides us with useful information that helps to save time. Good overview of your reputation and also deep customization options available in the software.
Germany
Germany
Owner
Mid-Sized Hotel
10
Perfect
Guest Experience Manager from 200 to 499 room Luxury Hotel in Cairo (Egypt)
Verified
8 days ago
The promptness and kindness with any inquiry asked, especially from Ms. Ioana and Mr. Michael. Reputation performance is very important to us, as TrustYou Platform assist us to collect all the Guest review and to have an overview of all Sources with the Guest feedback, in addition to the analyzed Sentiments, which can give us a room to impr...
Egypt
Egypt
Guest Experience Manager
X-Large Hotel
7
Everything in one place
FOM from 100 to 199 room Boutique in Dresden (Germany)
Verified
8 days ago
Seeing everything on one page, that there is a clear summary of all points, comparing to other hotels and seeing improvements for yourself
Germany
Germany
FOM
Large Hotel
10
Good products for hotel business
Franchise Service Manager from 100 to 199 room Branded Hotel in Almaty (Kazakhstan)
Verified
8 days ago
Centralized guest reviews on one place; easy to follow up hotel e-reputation and respond on guest reviews; Easy to create specific report for selected hotels/markets.
Kazakhstan
Kazakhstan
Franchise Service Manager
Large Hotel
6
Trust You Experience
General Manager from 100 to 199 room City Center Hotel in Tanjung Pandan (Indonesia)
Verified
8 days ago
- We can see all of guest's comment without open each OTA then it ease us in terms of time saving
Indonesia
Indonesia
General Manager
Large Hotel
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Expert Q&A and Partner Recommendations
Submit Recommendation
Question:
What does this product or service do well?
Answer:
TrustYou is a comprehensive solution with versatile areas of use; ranging from own guest surveys, collecting reviews from third party sites, to a guest messenger. Through smart analyses and interpretation of the collected data, TrustYou helps hotels improving their online reputation, and this on one single platform.
Showing all answers to: "What does this product or service do well?"
TrustYou is a comprehensive solution with versatile areas of use; ranging from own guest surveys, collecting reviews from third party sites, to a guest messenger. Through smart analyses and interpretation of the collected data, TrustYou helps hotels improving their online reputation, and this on one single platform.
The platform’s AI-driven sentiment analysis provides deep insights that help hotels improve the guest experience. The integration of reputation management with marketing and CDP functions means hotels can turn guest feedback into loyalty and direct bookings.
TrustYou collects guest reviews for hoteliers, offering valuable insights into guest feedback. This helps hotels improve their reputation, enhance guest satisfaction, optimize operational efficiency and improve service quality.
Comprehensive Guest Feedback Analysis: TrustYou stands out for its ability to comprehensively analyze guest feedback from various online sources, providing actionable insights for hotels to enhance guest satisfaction.
Unified Platform: The tool offers a unified platform for managing and responding to guest reviews across multiple channels, streamlining the hotel's reputation management process and ensuring a consistent and efficient approach.
Advanced Sentiment Analysis: TrustYou utilizes advanced sentiment analysis technology to extract valuable insights from reviews, helping hotels understand guest sentiments, identify trends, and make informed decisions to improve overall guest experience.
TrustYou understands the potential of receiving feedback from the market, from
customers, and from employees. When companies listen to this feedback, they earn
trust, make better decisions, and ultimately, succeed. TrustYou is committed to pioneering a platform that makes listening to feedback easy, powerful, and actionable.
Question:
What differentiates this product or service from the competition?
Answer:
A passion for their work and a smoothly operating system makes TrustYou a great partner for us at hotelkit. The extensive set of tools makes TrustYou suitable for several areas of use and therefore extra valuable for a hotel to use.
Showing all answers to: "What differentiates this product or service from the competition?"
A passion for their work and a smoothly operating system makes TrustYou a great partner for us at hotelkit. The extensive set of tools makes TrustYou suitable for several areas of use and therefore extra valuable for a hotel to use.
Its AI guest messaging agent allows hotels to handle requests 24/7, proving
efficiency without losing the human touch. The analytics and reporting tools provide actionable insights, not just raw data, which helps hotel teams make smarter decisions.
TrustYou offers real-time messaging to engage with guests during their stay via SMS, email, or chat. It also helps consolidates reviews from major platforms and allows properties to leverage positive reviews for promotional purposes.
Multilingual Review Analysis: TrustYou distinguishes itself by offering advanced multilingual review analysis, allowing hotels to gain insights from reviews in various languages. This capability broadens the scope of understanding guest sentiments, especially in global hospitality settings.
TrustYou's sophisticated review analytics captures guests' sentiments around topics from more than 200 review sources to reveal essential insights into the guest experience. The reputation management solution helps hotels and restaurants positively impact their online reviews.
Question:
Based on your experience with this product or service, if you could give one piece of advice to a hotelier considering this product or service, what would it be?
Answer:
TrustYou helps hotels listening to their guests and collect feedback to make educated business decisions that will help you increase guest satisfaction and ultimately your business success. Give it a try!
Showing all answers to: "Based on your experience with this product or service, if you could give one piece of advice to a hotelier considering this product or service, what would it be?"
TrustYou helps hotels listening to their guests and collect feedback to make educated business decisions that will help you increase guest satisfaction and ultimately your business success. Give it a try!
Guest experience is now directly tied to revenue — don’t underestimate the power of reputation management. TrustYou is not just a tool for collecting reviews — it’s a strategic solution that drives loyalty and direct bookings.
Online reputation is very important, and my advice to hotels considering these solutions is to explore as many options as possible to ensure all their needs are met. TrustYou is a professional company with a friendly and supportive team.
Embrace TrustYou as a powerful tool for guest feedback analysis and reputation management. Leverage its multilingual capabilities and integrated features to gain comprehensive insights into guest sentiments. Proactively engage with guests through surveys and messaging, fostering a more personalized and responsive approach to enhance overall guest satisfaction.
The one piece of advice I would give to hotels considering a solution, I would suggest to see as many as possible that would allow you to make a better decision. It is always useful to compare and contrast.
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Are you a consultant or vendor that recommends TrustYou?
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TrustYou has opened their internal support tools and processes to Hotel Tech Report and has achieved the GCSC Support Certification which verifies the tools and processes they have in place to support customers.
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