You searched for TrustYou

Search Results forTrustYou

TrustYou: London received the lowest score in ‘value for money’

London, UK Guest feedback platform provider TrustYou has released its latest review performance analysis for the UK market which focuses on the top 10 largest UK cities. The new research from the company revealed the hotel scores and various traveller types, including how family, business, couples, or solo travellers rate the cities based on data from the past 24 months. TrustYou analysed the general review sentiments expressed by travellers in the year 2019 for the UK’s biggest cities; among them were London, Birmingham, Glasgow, Liverpool, and Bristol. Surprisingly, London scored poorly for being fit for different traveller types with business, family, and solo travellers rating it as the least appealing city. Instead, Liverpool, Sheffield, and Edinburgh were among the most well-perceived by the different traveller categories. Furthermore, TrustYou has analysed the most poignant review categories that impact the overall reputation of UK hotels based on the ten most populated cities. Scores from 1 to 100% have been assigned to categories such as value for money, service, food, cleanliness, and many more, in order to determine how these different categories are perceived by guests. Once more, London received the lowest score in the “value for money” category, at 88.98%, while cities like Liverpool and Glasgow scored over 90%. "They must know where they stand" “In order for any hotels to succeed, they must know where they stand within their market and region,” said Franziska Terzer, TrustYou’s VP of sales and operations. “We want to support hotels from around the globe with insightful analysis of review scores, as well as to help them acknowledge how travellers see their businesses. We truly believe that one of the most effective ways of staying ahead of the competition is to listen to guest feedback and adjust according to what guests like and what they would want to see improved.”

TrustYou: ‘Smart integration’ is vital in today’s hotel tech stack

Alex Tan, managing director for APAC at TrustYou In this day and age, we’ve somehow evolved to being tech-dependent, running a variety of software on different devices to run a tight operation. For this reason, hoteliers must ensure a smooth-running hotel tech stack which maximises time and profit, while also increasing the guest satisfaction. In this exclusive interview, Alex Tan, managing director for APAC at TrustYou, talks about smart integrations, choosing the right technology, and how to leverage the guest profile. TD: Could you tell us more about ‘smart integrations’? How vital is it for the hotel’s business? Absolutely! The need for open connections and API integrations in the hotel’s tech stack becomes increasingly important. As an example, we believe that our insightful review data combined with guest preferences that are available in CRM tools enable hotels to personalise the guest experience and boost customer satisfaction. The guest profile can be enriched with information and staff can anticipate their needs better in the future. “Personalisation … it is known to drive guest loyalty and direct bookings” Personalisation is highly raved about in hospitality since it is known to drive guest loyalty and direct bookings. And not only that — by combining different data sets, also in a BI tool, the hotel and management can make better strategic and tactical decisions regarding their operations and performance and gain competitive advantage. While any scalable software is useful on its own, its capabilities are boosted when connected to another corresponding technology. With so many options for software nowadays, could you give some tips on choosing the right ones? Before making a purchase decision, it is vital to discuss integrations with providers in advance. Keep in mind that, when creating a “network” of interconnected technologies, operations will automatically run more smoothly and lead towards a higher level of productivity. Consider how the automation of processes will affect day-to-day operations. Internet Booking Engines (IBE), Property Management Systems (PMS), and Customer Relationship Management software interlink well with each other and can also be connected to advanced feedback management platforms such as TrustYou. We have released an eBook “The Hotel Tech Stack Guide” as a help to choose the right technology. It’s available for free download. How does TrustYou fit into all this? With our APIs, we bring insightful review content and analysed semantics to the hotel stack. Hoteliers can then detect trends, positive and negative experiences that are directly coming from the guest. Our Survey API enables the link between the feedback that was directly collected from the guest and add it to the guest profile. When linking our Analytics API to a BI tool, the hotel (group) gets access to their set of analysed review data, with review analysis for 220 verified review sources in more than 26 languages. It delivers review statistics and KPIs on hotel and group performances for a particular time frame. “The more the hotel knows, the better the stay can be planned” How can hoteliers leverage the ‘guest profile’? An enriched guest profile definitely plays a big part in personalisation and creating a better experience for the guest. Personalisation is known to not only generate loyalty among guests but to also nurture it along the way. A complete, detailed, and personalised guest profile ensures that hoteliers have all the means necessary information to cater to their exact needs and expectations. This can be preferences for check-in, check-out, the location of the room or allergies. The more the hotel knows, the better the stay can be planned beforehand and improved during the guest is on-site. Through the seamless integration between hotel software and guest feedback, hoteliers can put together the different pieces of the hotel guest puzzle and use the overall profile to anticipate their needs, offer personalised offers and promotions and also create trust between travellers and the hotel brand. Click here for more news and updates about TrustYou.

Travel tech this week: Airbnb, Kiwi.com and TrustYou launch new features

This week, tech companies Airbnb, Kiwi.com, TrustYou and Alternative Airlines have launched new features in their respective platforms. Airbnb in Arabic Airbnb has announced that its platform will be in Arabic to enable its growing community across the Middle East and North African region to access an even more seamless travel experience. The localised web platform and iOS and Android apps are part of Airbnb’s ongoing commitment to the region and will further Airbnb’s mission to create a world where anyone can belong anywhere. All of the popular features of the Airbnb platform will be accessible in Arabic. The company has a strong and growing presence in Dubai and beyond. Hosts and guests across the Middle East and North African region have been using the platform since it was founded 10 years ago to book accommodation globally or list their homes to welcome guests. In 2017, Airbnb also launched the Experiences platform in Dubai led by passionate locals, which enable travellers to the Emirates to enjoy the famed Arab hospitality first hand. Hadi Moussa, Airbnb’s regional manager for the Middle East & Africa, said: “The Middle East and North-Africa region are extremely important to us, so we are delighted to launch Airbnb in Arabic today. People from across the region have been using Airbnb since it was founded ten years ago to book magical travel experiences. We want to create a true sense of belonging for them by ensuring they can do so in their native language going forward. We want to inspire more Arabic speaking travellers to explore their favourite destinations through authentic, local stays and Experiences on the Airbnb platform.” “Arab hospitality is famous around the world. Airbnb wants to encourage more people in the region to host and share this warm welcome with guests from around the world.” Kiwi.com measures carry-on with AR https://www.youtube.com/watch?v=r8LDPejG_LA Kiwi.com has announced a new feature on its mobile application that uses augmented reality technology to measure cabin baggage prior to heading to the airport. The new feature is available for all Android and iOS devices. The new function pairs with flights booked through Kiwi.com and curates bespoke cabin bag dimension requirements (LxWxH) for the specific airline the ticket is booked with. The application uses the devices’ camera to generate a virtual box around the baggage and the dimensions are measured from this. Alison Couper of Kiwi.com said: “It’s a really efficient new function to the app which I think all Kiwi.com customers will find helpful. Travelling can be a stressful experience and it’s important for the modern traveller to be in the know. This is the first of many updates we plan to roll out in 2019. We’re really looking forward to hearing what everyone thinks of it”. TrustYou's restaurant feedback solution Feedback management expert TrustYou has launched its new restaurant tool – Restaurant Analytics platform pairs advanced reporting capabilities with powerful semantic analysis to help users pinpoint their strengths and weaknesses and benchmark against their competitors. Having catered to the hospitality sector for over 10 years, TrustYou is now expanding its influence in the F&B industry. The comprehensive and multi-use tool for restaurants currently analyses reviews from 25 online sources in one inbox in order for users to save valuable time and take full ownership of their reputation. The powerful capabilities of Restaurant Analytics are reinforced by the semantic analysis engine developed over more than a decade. These analytical features enable a complete and insightful breakdown of 64 review categories, available in six languages: English, Finnish, French, German, Japanese, and Swedish. Restaurant Analytics helps the users to monitor and compare up to five competitors, has customisable dashboards for each user, automatic alerts for incoming reviews, as well as detailed and customisable reporting. When used with the TrustYou Operations tool, restaurant managers can automatically assign tasks to team members, improve issue resolution time across departments, and quickly set and track goals on specific KPIs. “The restaurant business plays a vital role in our company’s portfolio and we recognise the increasing importance of feedback management in this area of hospitality. Online reviews can make or break a business and implicitly, impact its revenue. Our new restaurant platform is based on our company’s award-winning technology and was developed as an aid for restaurant managers who want to monitor, manage, and leverage online reviews, in order to make necessary improvements, outperform competitors and drive more revenue,” said Benjamin Jost, CEO at TrustYou. For more travel tech stories, click here.

TrustYou and Frontdesk Anywhere enable direct messaging for hotels

TrustYou has announced a collaboration with Frontdesk Anywhere which allows responses to guests’ needs in real time and increases efficiency for hotel staff. TrustYou, the world’s largest guest feedback platform, officially announced its Guest Messaging tool with Frontdesk Anywhere’s (FDA) cloud-based property management system. The new initiative is expected to help hoteliers from around the globe by improving internal efficiency and increasing guest satisfaction scores. The collaboration of TrustYou and Frontdesk Anywhere enables a seamless integration of guest data through a smart API connection. This means that alongside the standard features of a smart, intuitive PMS — users will be able to directly communicate with guests, as well as set tasks and automated messages. Joe Kiernan, CEO of Frontdesk Anywhere, added: “We’re delighted to partner with TrustYou to strengthen FDA’s integration portfolio and enable our customers to utilise ongoing guest communication to improve operations, increase online visibility and drive revenue.” Although not visible to travellers, the integration between Frontdesk Anywhere and the messaging features enable a higher level of personalisation. It will provide valuable insights into the guest journey and the ability to adjust services accordingly. “In the 21st century, even smaller independent hotels have to keep up with the technological revolution,” said Benjamin Jost, TrustYou’s co-founder and CEO. “A fast and efficient way — and with a single sign-in” “Given the large number of software that hoteliers need to use on a daily basis, we acknowledge the importance of navigating through a number of systems and features in a fast and efficient way — and with a single sign-in. This is why we are extremely excited to have our messaging solution integrated with Frontdesk Anywhere. Users are now able to oversee and manage any property task, and directly communicate with guests from one place, saving considerable time and effort.” The integration will not only allow a wider exposure for both platforms, but provide hoteliers with a more effective way to use their hotel tech stack. It will enable hoteliers to increase productivity and provide time-effective solutions for their operations.

TrustYou breaks down the impact of tech on the guest journey

Guest feedback platform, TrustYou, breaks down the technologies that modern hoteliers need to know through its latest eBook: The Hotelier's Tech Stack Guide - Must-have Technologies That Impact the Guest Journey. There’s a time when every hotelier must face the fact that tech has cemented its place in hospitality – and that time is now. On the eBook, the world’s largest guest feedback platform dives right into the topic of tech, which some traditional hoteliers might find too much to think of. But hoteliers need not worry, because TrustYou has broken it down to simple terms. According to The Hotelier’s Tech Stack Guide, there are some things that modern hoteliers must need to know in order to succeed in the digital age. The study emphasises the impact of tech over all phases of the guest journey - from the guests Googling on their phones to measuring their post-stay ROI. "It is not always clear which technology hotels have the greatest payoff" - Valerie Castillo, TrustYou “It’s no secret that technology has made its way into hospitality, and successful businesses rely on a number of software and systems,” said Valerie Castillo, TrustYou’s VP of Marketing. “However, it is not always clear which technology hotels have the greatest payoff. This is why we wanted to break down the most important and relevant technologies that hoteliers absolutely need in this tech-driven era, in order to ease operations, save valuable time and increase the number of bookings and the overall revenue.” The eBook is divided into four chapters, with the first three following the guest journey. Every chapter includes in-depth descriptions of must-have systems that impact each phase: Pre-Stay: focuses on Internet Booking Engines, Reservation Systems, Channel Managers and Live Chat tools; On-Site: includes information about Customer Relationship Management Systems, Property Management Systems, Direct Messaging, and the Internet of Things; Post-Stay: provides details on Guest Feedback Platforms and Revenue Management Systems The final chapter of the eBook tackles up-and-coming, innovative tech concepts such as Artificial Intelligence and Virtual Reality - technologies that are not yet widely used but can positively impact the guest experience in the near future. Castillo added: “Having attributed each technology to a different stage of the guest journey should help shed some light on their necessity and impact.” DOWNLOAD THE GUIDE HERE

Can hoteliers trust TrustYou?

We recently posted about the newest integrated guest feedback platform released by hospitality customer service startup TrustYou. Based in Germany, the review and reputation management SaaS provider for hoteliers and travel industry professionals has an impressive list of partners, all of which can be found here. We recently sat down with CEO and co-founder Benjamin Jost to discuss the startup‘s competitive edge in the customer service and hospitality industries, its perspective on the year that was, and its plans for growth in 2018. So should hospitality and travel professionals align with TrustYou? Read and be the judge: TDM: What makes TrustYou different from other customer service platforms which also provide guest messaging and reputation management on social media? Benjamin: Four things. First of course is our all-in-one guest feedback platform, covering the entire guest journey from searching and booking with its Review Marketing module, to on-site and real-time communication with Messaging, to post-stay reviews with Surveys and Analytics. Second, we have outstanding customer service. We received a 97% satisfaction rate through daily client webinars and dedicated onboarding among other activities. Third, we make an impact on direct bookings through our great partnerships worldwide. TrustYou powers reviews visible to nearly 5 billion travellers worldwide on more than 100 online travel sites, like Google, KAYAK and Skyscanner, as well as on a myriad of hotel websites. Finally, we’ve been ranked 1st on hoteltechreport in Reputation/Review Reputation Management. TrustYou CEO and co-founder Benjamin Yost TDM: Congratulations! That said, how was 2017 for TrustYou? What would you count as your biggest win of the year? What was your biggest takeaway from it? Benjamin: Last year was very successful for us, with many new partnerships and milestones in our product development. We collected and analysed a total of 103 million reviews in 2017, up from 90 million in the year prior. We also collected 4.25 million TrustYou Surveys last year, coming from 3.62 million in 2016. There were 1.5 million direct messages sent through TrustYou's platform, and we were able to release 95 new product feature. Our biggest win in APAC was getting Taj Hotels and Shangri-La Hotels as clients. "Here’s our biggest learning from 2017: never stop innovating, listen to your customers’ feedback, and don’t shy away from doing things that no one has ever done before" TDM: Given that TrustYou was acquired by Recruit of Japan in July 2017, is it safe to assume that the company has fully transitioned into profitability? Or does it still receive angel and VC investments? Benjamin: We have been profitable for a while now, but we deliberately choose to invest in future growth when it makes sense. To support our fast growth, we decided to partner with Recruit Holdings Co, Ltd of Japan, which shares the same vision of sustainable but rapid growth as we do. TDM: As one of the early travel tech startups playing in the customer service space, what were the key learnings in your journey? Benjamin: To embrace change. Our idea was initially to provide a B2C solution for travellers to find the right hotel. Soon we realized that many hotels were interested in our data, which is why we decided to change our initial approach. It worked out: Our vision to improve the overall traveller experience has become reality in our nearly 10 years of entrepreneurship. TDM: What do you think is the biggest secret to TrustYou's success? Benjamin: We have a great team all over the world that is convinced of TrustYou’s vision and platform. All team members work hand in hand to ensure that we deliver the best possible quality, service and technology to our clients. We remain innovative and visionary to assure that we are leaders in the sector of guest feedback management. "TrustYou is the only all-in-one guest feedback platform with which hotels can make a true impact on bookings, revenue, and their online reputation by influencing the entire guest journey from searching and booking with its Review Marketing module, to on-site and real-time communication with Messaging, to post-stay reviews with Surveys and Analytics" TDM: Are the TrustYou reviews collected across languages and cultures? Ex. I'm from SEAsia in APAC, will the review of my stay in a Japanese hotel also be translated into Japanese and other languages relevant to inbound travellers into Japan? Benjamin: Our analysis includes more than 250 verified sources in 19 languages.This means we collect all reviews in all languages and display them in a hotel's inbox. There, the hotel can also translate them directly and reply to them. The languages of each review site are up to the review site – we only collect and analyse. We also have a language tile in the analytics dashboard. This gives customers an overview of the language distribution, it tells them what languages their guests use the most. Hoteliers can also see the languages segmented in reviews scores (or stars), together with other interesting KPIs such as performance score and response rate per language. TDM: What innovative technologies are you using or looking into using in any of your platforms? Benjamin: This year, 2018, is the year where artificial intelligence is on top of mind for us. We don’t have immediate plans to invest in blockchain or any other technology. However, if we find a use case that makes the life of our customers easier or has a clear ROI attached to it, we will invest in it. TrustYou guest journey product flow TDM: What’s next for TrustYou this 2018? Benjamin: First, we will invest in AI to make even more sense of the billions of data points we capture and analyze each day. In the near future, our platform will make personalised recommendations on how to improve, where to invest and how to respond – an autopilot mode for guest feedback. Second, we plan to expand our all-in-one guest feedback platform so that it can capture, understand, respond, track, and analyze trends via every channel the guest chooses to use: email, app, survey form, messaging, phone or voice. Third, we will work on a better and more personalized traveller experience that hotels can offer through our platform. Fourth, we will tackle new markets and expand our influence in existing markets, especially in the APAC region. Finally, we will expand our presence in India by having the first Mumbai-based TrustYou employee team from February 2018 onwards. TDM: What would you like to see up-and-coming travel tech startups tackle? Benjamin: We think there is still a lot of room for improvement in the operations of assets, e.g. hotels, and the personalisation of the experience. These areas are ready for disruption to take the friction out of travel. There is still a lot of friction after the booking is completed until the check-out period. TDM: What advice would you give to startups playing in the travel tech space? Benjamin: First, hiring a great team is essential, which sounds much easier than it is. Additionally, my advice is always to get cash flow positive as quickly as possible to be able to go after your own destiny and not rely on third parties’ money. Getting funds when you don’t necessarily need them is much better than doing so when you do need them.

TrustYou boasts multiple guest feedback solutions in one login

Germany-based SaaS startup TrustYou ushers in the new year with a new all-in-one guest feedback platform, which features a singular login account and a streamlined user interface. Hospitality companies now have more ways to market their hotels and connect with travellers through each stage of the guest journey, from trip-planning all the way to post-stay reviews. Once inside the platform, hoteliers can see a sidebar menu listing its four main modules: Analytics, Survey, Messaging and Marketing. The Messaging module has a live chat functionality that can be added to any hotel website. Live chat requests from the website will pop up in the inbox section where all other guest messages sent through email, SMS or Facebook also appear. TrustYou has also found that Facebook is one of the top websites used for hotel searches. Hence, the platform comes with a marketing widget so hotels can showcase all their review content on the social network. "The best and most personalised experience for travellers" This is one of many existing review widgets found in the Marketing module. Hoteliers can use this to display ratings and reviews on their website and across the internet to increase direct bookings. “This brings us one step closer to the ultimate goal of providing the best and most personalised experience for travellers, while offering hotels a one-stop-shop solution,” said Benjamin Jost, founder and CEO. Furthermore, the platform helps hoteliers stay at the top of their game through customisable surveys and reports. It's also integrated with Siri and Alexa, and is available as a mobile app. TrustYou was founded by Jost and Jakob Riegger in 2008 to generate data intelligence from hotel reviews. Its clients include Accor Hotels, Movenpick, Shangri-La, Frasers Hospitality, Six Senses, and Pan Pacific Hotels and Resorts.

Abu Dhabi hotels lead global hospitality with 86% guest engagement

Abu Dhabi’s hospitality sector has achieved a significant milestone, ranking among the world’s top destinations for guest engagement with an impressive 86% response rate to online reviews, according to TrustYou data. This remarkable achievement underscores the emirate’s dedication to delivering high-quality guest experiences and fostering direct communication with visitors. Saleh Mohamed Al Geziry, Director General for Tourism at DCT Abu Dhabi, stated: “We take immense pride in the efforts of our hospitality partners in ensuring outstanding service and guest satisfaction across all hotel categories.” Abu Dhabi’s hotels hosted 2.41 million guests in the first five months of last year, reflecting the sector’s continued growth. Industry leaders emphasize the importance of guest interaction, highlighting that timely responses to reviews play a key role in maintaining the emirate’s reputation as a world-class destination.