Top 15 Hotel Feedback Tools for 2021

TechJanuary 6, 2021

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AfterThere’s a huge competition in the hospitality industry as new hotels are launching every day. But, what are the parameters that can keep hoteliers ahead of their competitors? Every guest is unique and has a different set of expectations. For instance, I would like to book a hotel that provides quality services, a variety of cuisines, instant staff support, and a personalized guest experience. In contrast, others might prefer a hotel that offers complimentary services like free airport pickups and WIFI. After too much research, we are presenting discussing the Top 15 hotel feedback tools. These tools are mostly used by many hotels for their feedback.

This is why it becomes essential for every hotelier to know what their hotel guests want and how to make them happy. Why? We all know that any industry can’t flourish without its customers, and the hospitality sector is no different.

To provide top-notch services, hoteliers need to capture their guest’s feedback at frequent intervals and ensure to work on it. For instance, sending a follow-up email after a post-booking can help hoteliers gather valuable information about their guests even before their arrival.

The best way to gather real-time valuable feedback from the guests is with the help of a customized Hotel Feedback Software.

15 Tools To Get The Hotel Feedback

Every hotel wants to expand its brand visibility and improve its online reputation. These reliable online Hotel Feedback Tools help in understanding the loopholes and bridge the gap between the hotel and its guests to make them happy. Happy guests not only publicize or spread positive word of mouth to family and friends but also play a vital role in attracting new customers. Let’s explore some of the best guest feedback tools and their features.

According to Deloitte’s guest experience survey, when hotels understand their guests, stay frequency increases by 13 percent.

1. Zonka Feedback

Zonka Feedback is powerful in one of the most Hotel Feedback tools that help in attaining higher levels of customer satisfaction by improving the overall performance of the hotels. Although the surveys are customizable, it offers two types of in-built survey templates consisting of “hotel guest stay feedback template” and “hotel experience feedback form”. Using the app, it’s possible to set up and get instant notifications & alerts via Email and SMS for all types of responses – negative, neutral, positive.

Price (Monthly): $29
Price (Yearly): $288
Channels: Email, SMS, Weblink, Web widget, QR-Code, iPhone, Android Phone, iPad, Tablets, Kiosk
Customer Experience Metrics: NPS, CSAT, CES 2.0
Benefits: User-friendly survey software, creates multilingual surveys and mobile forms via WYSIWYG Survey Builder, captures online and offline guest feedback on multiple channels and devices, assigns user roles based on different levels, option to track devices remotely, the option to white-label surveys, pre-built 40+ survey question types available, ability to sync data securely, view logs for all devices
Integration: Supports integration with Zapier, Twilio, Plivo, custom APIs
Webhooks: Yes
Review Score (Capterra): 4.8/5
Ease of Use (g2): 8.8/10
Free Trial: 15 days
Support: Online, Call, Help Desk, Knowledge Base
Training: Live online, Webinar, In-person, Knowledge base

2. Survey Monkey

Survey Monkey allows hoteliers to create polls, quizzes, and mobile responsive surveys. It also has a mobile app. With the in-built question bank and templates, it’s easy to create surveys quickly and can consist of both open-ended and multiple-choice questions. one of these Hotel Feedback tools distributes surveys over multiple channels like website, email, and social media. It offers a free version to add 10 questions and collect 100 responses so that users can get an overview of the software.

Price (Monthly): $19
Price (Yearly): No information available on the website
Channels: Email, SMS, Web links, QR-Code, iPhones, Android Phone, iPads, Tablets
Customer Experience Metrics: NPS, CSAT, CES
Benefits: Easy to use, great UI, comes with a powerful analytics tool to capture real-time insights, ability to perform A/B test to know best-performing surveys, share the survey links to social media networking sites
Complaints: Issues with team function, no option to check question accuracy, only 2 users can access the app
Integrations: Supports integration with Salesforce, Marketo, Hubspot, custom APIs
Webhooks: Yes
Review Score (Capterra): 4.6/5
Ease of Use (g2): 8.8/10
Free Trial: No, but a free version is available
Support: 24 x7 live rep, online
Training: Live online, Webinar, Knowledge base

3. Qualtrics

Qualtrics is a Customer Experience platform that provides real-time insights to improve guest satisfaction and increase repeat stays. The software offers an option to use 50+ in-built survey templates or customize them to capture feedback at every touchpoint such as online reservation, check-in, room experience, check-out, etc. With role and channel-based dashboards, it’s easy to compare results and take relevant action with the help of hotel feedback tools.

Price range(Monthly): No information available on the website
Price (Yearly): No information available on the website
Channels: Email, Mobile, Kiosks, SMS, Wearables, Social Media, QR-Code, Web Links, IVR, Social Media, Web Embed, Web Widget, Chatbots and messaging apps
Customer Experience Metrics: NPS, CSAT, CES
Benefits: Offers an option to create a free account, creates engaging surveys and polls to capture guest feedback, allows a vast amount of customization options to analyze different types of data, easy to set up anonymous survey links.
Complaints: Very-costly, not very user-friendly, difficult to customize question and answer choices
Integration: Supports integration with Salesforces, SAP, Microsoft, Marketo, Adobe, custom APIs, etc
Webhooks: Yes
Review Score (Capterra): 4.7/5
Ease of Use (g2): 8.8/10
Free Trial: No
Support: 24 x7 live rep, online
Training: Live online, Webinar, In Person, Knowledge base

4. GuestFolio

Guestfolio is a hotel CRM platform that drives guest engagement and retention. It captures valuable guest feedback, preferences, and interests with the help of pre-visitor and post-stay surveys. The platform has integration with Tripadvisor that permits the guests to submit their responses on the website after the survey completion. It also gives the flexibility to hoteliers to check online reviews from within the application. It comes with a feature to accept and view guest’s requests to book local activities before their arrival or during their stay.

Price (Monthly): No information available on the website
Price (Yearly): No information available on the website
Channels: Email
Customer Experience Metrics: NPS, CSAT
Benefits: Easy to use drag and drop email builder, creates and sends personalized confirmation, pre-arrival and post-stay guest emails, option to set up automated responses when a survey score falls below a predefined level, option to run incentive-based campaigns, ability to view guest data in 5 languages
Complaints: Less design and layout options, not able to segment guests, unable to add notes to guest profiles
Integration: Supports integration with Tripadvisor, custom APIs, etc
Webhooks: No information available on the website
Review Score (Capterra): No reviews available
Ease of Use (g2): No reviews available
Free Trial: No
Support: 24 x7 live rep, ticketing, phone
Training: Live online, Webinar, Guides, Videos, Infographics, Knowledgebase

5. Revinate

Revinate is a multi-hotel solution that creates in-stay and post-stay surveys with easy drag-n-drop tools to collect comprehensive insights about the guests. It has an option to create and store guest profiles that can further help in understanding their preferences. With the help of in-built reputation management tools, it’s easy to keep track of all the online reviews from 100+ websites and build a positive brand reputation.

Price (Monthly): Information available on request
Price (Yearly): Information available on request
Channels: Email, Mobile
Customer Experience Metrics: NPS, CSAT
Benefits: Interactive UI, captures feedback with mobile optimized and email surveys, responds to both negative and positive feedback, resolves issues via ticketing system, links hotel’s social media accounts with the CRM, gathers online reviews, and shows the snapshot of ratings of survey responses and reviews into a single dashboard, ability to track and benchmark performance on different parameters – response rate, ranking, guest sentiments, etc.
Complaints: Needs to improve customer support, lack of reporting options
Integration: Supports integration with Google, Booking, and TripAdvisor, custom APIs, etc
Webhooks: Yes
Review Score (Capterra): No reviews available
Ease of Use (g2): 9.1/10
Free Trial: No information available on the website
Support: 24*7 online
Training: Live online, In-person, Webinar, Guides, Videos, Infographics, Knowledge base

6. ReviewPro

Revinate helps hotels to create guest satisfaction surveys. It provides an option to collect guest’s sentiments in more than 26 categories. With hotel feedback tools, it’s possible to view all the responses in one place and improve guest satisfaction scores by responding to negative feedback. It manages rankings and reviews on 175+ sites, calculates brand online reputation scores, sets email notifications, and gives insights about competitor’s performance.

Price (Monthly): No information available on the website
Price (Yearly): No information available on the website
Channels: Email, Mobile
Customer Experience Metrics: NPS, CSAT
Benefits: Intuitive mobile app, fully integrated platform which combines online reputation and guest surveys in one tool, pre-built response templates, flexible tool to create a survey and question modules based on hotel, segments, or guest type, ideal for a complete overview of satisfaction scores and trends, a single dashboard to view ratings and comments from different OTAs and review sites,
Complaints: Costly software, poor customer service
Integration: Supports integration with Sapre, Duetto, and TripAdvisor, custom APIs, etc
Webhooks: Yes
Review Score (Capterra): 3.5/5
Ease of Use (g2): 8.5/10
Free Trial: 30-day free trial offer for snapshot users
Support: 24*5 multilingual support
Training: Live online, Webinar, Guides, Videos, Knowledge base

7. piHappiness

piHappiness makes use of different metrics such as emoticons, rating scores, single and multiple questionnaires to gather guest’s sentiments in more than 90 languages, reasons behind their feedback, and measures satisfaction level. It analyzes a large volume of data with the help of hotel feedback tools. There is also an option to send notification alerts to teams and acknowledgment alerts to guests via email.

Price (Monthly): No information available on the website
Price (Yearly): Not information available on the website
Channels: Email, SMS, QR Code, Online, Tablet, iPad, Kiosk, iPhone, Android Phone
Customer Experience Metrics: NPS, CSAT, CES
Benefits: User-friendly web interface, Multi-channel and multi-location tool, gathers guest demographic details- age, gender, income group, nationality, qualification, different categories to segregate feedback reasons, option to run promotional videos and marketing campaigns on kiosks
Complaints: A bit expensive
Integration: Supports integration with Salesforce, custom APIs, etc
Webhooks: Yes
Review Score (Capterra): 5/5
Ease of Use (g2): 9/10
Free Trial: 15 days
Support: 24*7 live rep, online
Training: Live online, Webinar, Guides, Videos, Knowledge base, Audio tutorials

8. QuestionPro

QuestionPro creates online surveys, polls, quizzes, forms, and distributes them over different channels. To ensure data security and protection, the hotel feedback tools follow the latest privacy and regulation standards like ISO, GDPR, HIPPA, FERPA, and PCI/DSS compliant. It also provides access to 22+ million double opt-in and mobile-ready audience data.

Price (Monthly): $85
Price (Yearly): $1020
Channels: Email, SMS, Kiosk, Social Media, QR code, Web Embed, Web Link, SMTP, iPad, iPhone, Tablet, Android Phone
Customer Experience Metrics: NPS, CSAT, CES 2.0
Benefits: 40+ advanced question types, personalized training, share feedback on social media, easy to comprehend complex data with real-time reports, option to share reports with stakeholders, import data from Survey Gizmo, Survey Monkey, Qualtrics, etc., option to add reCaptcha to questions, great customer service
Complaints: Needs to improve UI a bit, not enough color and text options in surveys, no feature available to customize reports
Integration: Supports integration with Salesforce, HubSpot, Zoho, Slack, custom APIs, etc
Webhooks: Yes
Review Score (Capterra): 4.5/5
Ease of Use (g2): 8.8/10
Free Trial: 14 days
Support: 24*7 live rep – email, phone, chat
Training: Live online, Webinar, Guides, Videos, Knowledge Base

9. Room Assistant

Room Assistant is a mobile application that gives the liberty to guests to access all the hotel services and share actionable feedback on their smartphones and tablets. Hoteliers can use this app to engage and communicate with the guests and address their issues to build long-term relationships with them. It provides plenty of features such as sending push notifications for special offers and deals, birthday ecards, event invitations, reminders, etc. to improve the guest experience. It also comes with a 2D and 3D map option to help guests discover new places around the hotel.

Price (Monthly): No information available on the website
Price (Yearly): No information available on the website
Channels: QR Code, Social Media, Web Embed, Web Link, iPad, iPhone, Tablet, Android Phone
Customer Experience Metrics: CSAT
Benefits: Book hotel services, read hotel news, measures guest experience on different parameters like staff performance, cleanliness, option to send mass messages, live chat feature, share photos and reviews on social media platforms, supports multiple languages – English, German, Slovak
Complaints: Sometimes unable to assign room checks to individuals
Integration: No information available on the website
Webhooks: No information available on the website
Review Score (Capterra): No reviews available
Ease of Use (g2): 8.9/10
Free Trial: No information available on the website
Support: 24*7 live rep – email, phone
Training: Live online, Webinar, FAQ, eBook, Video Tutorials

10. eZee iFeedback

eZee iFeedback permits hotels and restaurants to create different types of surveys such as General, Custom, Online Booking, Stay Experience, In House Facilities, Guest Check-Out, Special Event, Special Tour to collect feedback for different touchpoints. The software has a comment section where customers can share their comprehensive reviews or suggestions regarding a particular product or service. Hoteliers can even customize tabs depending upon their usage and requirement. It keeps the data secure by providing the backup and restore option.

Price (Monthly): $30 (Additional fee for setup)
Price (Yearly): No information available on the website
Channels: QR Code, Social Media, Web Embed, Web Link, iPad, iPhone, Tablet, Android Phone
Customer Experience Metrics: NPS, CSAT
Benefits: Department wise surveys to gauge staff performance, 500+ hospitality integrations, responsive customer support team, generates multiple reports to understand customer behavior
Complaints: Sometimes unable to assign room checks to individuals
Integration: Supports integration with Airbnb, Booking.com, Pegasus, custom APIs, etc
Webhooks: Yes
Review Score (Capterra): 4.2/5
Ease of Use (g2): No reviews available
Free Trial: 30 days
Support: 24*7 live rep – email, phone, chat
Training: Unlimited user training, Live online, Webinar, FAQ, eBook

11. Survtapp

Survtapp is an effective tool for conducting Market Research, Polls, Offline Lead Capturing, and Customer Feedback Surveys. With the help of an intuitive survey builder tool, it’s easy to create and deploy engaging surveys and gather actionable insights from the target audience. The tool comes with an inbuilt library of 20+ question types. Survtapp’s unique selling point is the Geolocation feature that captures the location of the surveyor after submitting the response.

Price (Monthly): $8
Price (Yearly): $88
Channels: Web Link, Mobile, Offline, QR Code, Social Media, iPad, iPhone, Tablet, Android Phone, Kiosk
Customer Experience Metrics: NPS, CSAT
Benefits: Graphic representation to view real-time data, collects responses in both offline and online mode, option to add text blocks like introduction, instructions, disclaimer, etc., creates white-label surveys, dedicated data storage space to store data online, data backup tools to ensure data security
Complaints: Sometimes too many ads appear in the surveys
Integration: Supports integration via custom APIs
Webhooks: No information available on the website
Review Score (Capterra): 5/5
Ease of Use (g2): No reviews available
Free Trial: Yes, no information available regarding days
Support: Online
Training: Knowledge base

12. Trust You

Trust You consists of a set of tools that manage Guest Satisfaction Surveys and Online Reputation Management from one platform. It allows hoteliers to analyze responses with the help of powerful semantic technology. It includes numerous other features like setting up alerts for all types of hotel feedback tools to detect key performance trends, customization tools to modify the look and feel of the surveys, etc. Moreover, it supports the integration with voice-based tools like Google Home and Amazon Echo to add questions & commands, and much more.

Price (Monthly): No information available on the website
Price (Yearly): No information available on the website
Channels: Web Link, SMS, Email, Social Media
Customer Experience Metrics: NPS, CSAT
Benefits: Solicits feedback related to pre-arrival, on-site, and post-stay experiences, post-survey reviews on travel sites like Google, Kayak, Tripadvisor, etc., availability of translation of survey templates in 6 languages, option to set automated replies,
Complaints: Requires external tools to view reports
Integration: Supports integration with Abode Booking, Clock, Guestcentrix, Guestline, custom APIs, etc.
Webhooks: No information available on the website
Review Score (Capterra): 4/5
Ease of Use (g2): No reviews available
Free Trial: 14 days
Support: 24*5 – email, online chat
Training: Knowledge base, Webinars, Workshops

13. Medallia

Medallia offers the hospitality sector a Customer Experience platform to engage with customers at every touchpoint of the customer lifecycle. Its dynamic dashboard provides deeper insights into customer experience and sentiments. Equipped with AI and Machine learning capabilities, the tool can detect trends and patterns, uncover issues, and predict customer behavior.

Price (Monthly): No information available on the website
Price (Yearly): No information available on the website
Channels: Email, Weblink, Smartphones, iPad, Tablets, iPhone, SMS, Social Media, IVR systems, IoT devices
Customer Experience Metrics: NPS, CSAT
Benefits: Powerful in-built controls to validate feedback results, easy to monitor engagement activity, closed-loop actions, etc., capture online scores and comments from 25+ social and review websites, automatically generate alerts for reviews and keywords, review and compare competitors’ score
Complaints: Lack of transparency shown to the surveyors regarding the numerical rating, not easy to customize, requires a steep learning curve
Integration: Supports integration with Slack, Workplace by Facebook, Salesforce, Marketo, custom APIs, etc.
Webhooks: No information available on the website
Review Score (Capterra): 4.4/5
Ease of Use (g2): 8.8/10
Free Trial: No information available on the website
Support: 24*5 – email, online chat
Training: Knowledge base, Webinars, Online

14. FellaFeeds

FellaFeeds is a Customer Feedback software and survey app that collects actionable feedback and evaluates guest loyalty and satisfaction with the help of NPS and CSAT surveys. It entails a host of features like Customer Loyalty Program – to reward guests with points and Referral Program – option to refer the hotel with some discount to their friends and families that can help hoteliers to retain their existing guests and improve brand visibility.

Price (Monthly): No information available on the website
Price (Yearly): No information available on the website
Channels: Email, Weblink, Smartphones, iPad, Tablets, iPhone, SMS, Social Media, QR Code, Kiosks
Customer Experience Metrics: NPS, CSAT, CRS
Benefits: Displays an instant snapshot of NPS scores, customer retention scores, no. of unique customers, etc. on the dashboard, ability to push reviews on different social media platforms, pre-built 100+ templates for social media posts, sends automatic promotional SMS and Emails for different occasions, keeps track of staff performance.
Complaints: Not user friendly
Integration: Supports integration with Slack, Hubspot, Mailchimp, Zoho, Zapier, custom APIs, etc.
Webhooks: Yes
Review Score (Capterra): 5/5 (Based on 1 review)
Ease of Use (g2): No reviews available
Free Trial: 7 days
Support: 24*5 online
Training: In-person, Webinars, Live Online

15. GuestRevu

GuestRevu helps understand and enhance the overall guest experience by communicating with guests using pre-stay and in-stay surveys. With the customizable surveys, it’s easy to modify every single element from the look and feel to survey questions. The tool has an integration with Tripadvisor and Google Reviews, which gives the privilege to guests to leave reviews without logging into the websites. Plus, it’s feasible to assess the overall hotel performance-based on several parameters such as room quality, staff service, cleanliness, friendliness, value for money, etc. In case of any guest issues, there’s a feature to create tickets and assign them to the right person to resolve them.

Price (Monthly): Different pricing plans depending upon different parameters (Country, Category, Number of Rooms, Number of Properties)
Price (Yearly): Different pricing plans depending upon different parameters (Country, Category, Number of Rooms, Number of Properties)
Channels: Email, Mobile In-App
Customer Experience Metrics: NPS, CSAT
Benefits: Get an instant notification for guest responses, generates reports on a monthly or weekly basis, collect feedback in multiple languages, mobile-responsive surveys, inbuilt survey invitation templates, retrieves reports for individual or multiple properties, benchmark and compare online reputation with competitors
Complaints: Lack of transparency shown to the surveyors regarding the numerical rating, not easy to customize, requires a steep learning curve
Integration: Supports integration with Tripadvisor, Google Reviews, PMS, custom APIs, etc.
Webhooks: No information available on the website
Review Score (Capterra): No reviews available
Ease of Use (g2): No reviews available
Free Trial: No information available on the website
Support: Online
Training: Guides, Live Online, eBook, Slideshare, Videos

Conclusion

Don’t wait for the guests to make some complaints and then improve the services. Instead, follow a proactive approach and connect with them and collect valuable feedback by making use of Hotel Feedback tools. It will store information about the guests and set up notification alerts based on different conditions. For instance, if they’ve given some additional instructions or booked an extra bed for the kids, then as a sweet gesture, it’s good to keep some toys in the room before their arrival. These things might seem small, but the visitors are going to appreciate them. Following these practices will help hoteliers create a satisfactory and personalized experience for hotel visitors.

Surveys are essential performance indicators for any business and capture every single detail about how the guests perceive the products and services. Choosing the right tool can be a tedious process, but spending some quality time on each tool, making use of their trial version can help hoteliers understand their features in a better way. Regardless of the selection of the tool, designing a Hotel Survey with the correct set of questionnaires and sending them at the right time intervals play a decisive role in receiving quality data.

Author:

Megha Sharma

Experienced Content Writer and Strategist, been in the IT Industry for the last 3+ Years. Associated with the Zonka Feedback. Passionate about writing customer experience, customer satisfaction, customer feedback, and net promoter score.

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