Best Guest Experience Software Reviewed For 2024
As a hotel manager, I’ve reviewed, compared, and shortlisted the best guest experience software to enhance guest satisfaction and streamline hotel operations.
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Best Guest Experience Software Shortlist
- Revinate - Best for hospitality-specific guest engagement
- Medallia - Best for comprehensive experience management
- GuestRevu - Best for customizable guest feedback surveys
- Loopon - Best for unified inbox for all feedback sources
- Shiji ReviewPro - Best for integrated guest experience tools
- Qualtrics - Best for real-time insights and recommendations
- Feedier - Best for AI-managed customer feedback analysis
- SkyTouch Technology - Best for cloud-based hotel management
- HappyOrNot - Best for in-moment customer feedback
- AskNicely - Best for automated feedback workflows
- Feedbackly - Best for measuring customer emotions
- GetFeedback - Best for Salesforce-integrated feedback collection
Choosing the right guest experience software can be tough with so many options out there. You want to enhance guest satisfaction and streamline operations, but need to figure out which tool is best. I've got you! Drawing from my years of experience in hotel management and using various hotel operations tools, I'll help you find the best guest experience software.
Guest Experience Software helps manage guest interactions and feedback efficiently. It improves guest satisfaction and operational efficiency. It solves issues like slow response times, inconsistent service, and lack of personalized guest experiences.
Why Trust Our Software Reviews
We’ve been testing and reviewing guest experience software since 2023. As hotel managers ourselves, we know how critical and difficult it is to make the right decision when selecting software.
We invest in deep research to help our audience make better software purchasing decisions. We’ve tested more than 2,000 tools for different hotel management use cases and written over 1,000 comprehensive software reviews. Learn how we stay transparent & our software review methodology.
How To Choose Guest Experience Software
You'll want to ensure the best fit possible when choosing guest experience software for your venue. Here are the questions you should be asking yourself before making a purchasing decision:
⬜ What are your goals for employing guest experience software?
⬜ Have you ever used guest experience software before?
⬜ How many users will need access to the tool? And how often?
⬜ What are 3 key software features you can't live without?
⬜ What unique or niche needs does your company have?
⬜ What channels does it need to connect to? Website, email, CRM, other?
⬜ What's your budget for guest experience software?
It could be helpful to write down the answers to these questions before you start reading the reviews below. That way, you can measure each tool against the features, functionality, and flexibility you actually need.
Best Guest Experience Software Reviews
This section provides an in-depth analysis and overview of each guest experience software. We will walk through the pros and cons of each tool, their features, and their best use cases.
1. Revinate - Best for hospitality-specific guest engagement
Revinate is a leading provider of guest experience software for the hospitality industry, offering solutions that help hotels drive direct revenue and enhance guest satisfaction.
Why I Picked Revinate: I chose Revinate because of its comprehensive suite of tools designed specifically for the hospitality industry. Its focus on guest engagement and revenue generation stands out from other guest experience software. I believe Revinate is best for hospitality-specific guest engagement due to its ability to manage guest profiles, automate marketing, and gather feedback effectively.
Standout features & integrations:
Revinate offers features like guest profile management, email marketing, reservation sales, and guest feedback management.
It integrates natively with tools such as Salesforce, Mailchimp, Google Analytics, TripAdvisor, Booking.com, Expedia, Oracle Hospitality, Sabre, Amadeus, and Mews.
Pricing:
Pricing upon request
Pros:
- Comprehensive guest profile management
- Effective email marketing automation
- Integrated feedback management
Cons:
- Higher cost for advanced features
- Requires training for optimal use
- Limited to the hospitality industry
2. Medallia - Best for comprehensive experience management
Medallia is a leading provider of experience management software, offering a comprehensive platform for businesses to capture and analyze customer feedback. It is best for comprehensive experience management due to its powerful capabilities in collecting, analyzing, and acting on feedback across multiple channels and touchpoints.
Why I Picked Medallia: I chose Medallia for its extensive experience management capabilities, which stand out in the market. Medallia's platform captures feedback from various sources and provides actionable insights, making it the best for comprehensive experience management.
Standout features & integrations:
Medallia's most important features include comprehensive feedback capture, AI-driven analytics, and role-based reporting. These features enable businesses to gather meaningful data, and essential insights, and drive action quickly.
Medallia integrates natively with Salesforce, Microsoft Dynamics, SAP, Oracle, Zendesk, ServiceNow, Adobe, Google Analytics, Slack, and Tableau.
Pricing:
Pricing upon request
Pros:
- Comprehensive feedback capture
- AI-driven analytics
- Role-based reporting
Cons:
- Pricing not transparent
- Complex setup
- Requires training
3. Feedbackly - Best for measuring customer emotions
Feedbackly is a customer feedback platform that helps businesses understand and act on customer emotions. It excels in measuring customer emotions through its Emotional Value Index, which is correlated to sales increases.
Why I Picked Feedbackly: I chose Feedbackly for its unique focus on measuring customer emotions, Its Emotional Value Index (EVI®) provides actionable insights that directly correlate with sales growth, making it invaluable for businesses looking to understand the emotional drivers behind customer behavior.
Standout features & integrations:
Feedbackly features include automated data collection and analytics across the customer journey, real-time ROI analysis, and automated actions to convert leads and resolve complaints.
It integrates natively with Slack, Teams, Salesforce, Hubspot, Pipedrive, Mailchimp, and more.
Pricing:
From $270/1 user/month (billed annually)
Pros:
- Measures customer emotions
- Real-time analytics
- Automated actions
Cons:
- Limited free plan
- Requires setup
- Annual billing only
4. GuestRevu - Best for customizable guest feedback surveys
GuestRevu is a tool designed to help hospitality professionals gather and manage guest feedback through customizable surveys. It allows users to create tailored surveys to capture detailed guest insights, ensuring businesses gather the most relevant and actionable feedback from their guests.
Why I Picked GuestRevu: I chose GuestRevu for this list because of its exceptional ability to create highly customizable guest feedback surveys. This tool stands out from other guest feedback solutions due to its flexibility in survey design, allowing businesses to ask the right questions at the right time. I believe GuestRevu is best for customizable guest feedback surveys because it enables hospitality professionals to gather detailed and specific insights, driving meaningful improvements in guest experience.
Standout features & integrations:
GuestRevu offers several important features, including pre-stay, in-stay, and post-stay surveys, reputation management, and detailed analytics and reporting. These features help businesses understand guest expectations and experiences, monitor online reviews, and make informed decisions based on guest feedback data.
GuestRevu integrates natively with the following tools: TripAdvisor, Google Reviews, Property Management Systems (PMS), Customer Relationship Management (CRM) systems, social media channels, email marketing platforms, booking engines, review sites, and other hotel software.
Pricing:
From $34.99/per property/month (billed annually)
Pros:
- Highly customizable surveys
- Comprehensive analytics
- Reputation management
Cons:
- Limited free plan features
- Requires integration setup
- Potential learning curve
5. Loopon - Best for unified inbox for all feedback sources
Loopon is a guest experience platform that aims to improve customer satisfaction, drive loyalty, and increase revenue. It is best for a unified inbox for all feedback sources, consolidating online reviews, email surveys, and QR code surveys into one place for streamlined management.
Why I Picked Loopon: I chose Loopon for its unique ability to consolidate all guest feedback into a single inbox, simplifying the management of guest interactions. This feature stands out because it allows hotels to efficiently handle feedback from multiple sources, ensuring no guest comment is overlooked.
Standout features & integrations:
Loopon's most important features include automated upselling, real-time messaging during the stay, and comprehensive post-stay surveys. The platform also offers reputation management tools to help hotels improve their online presence and guest satisfaction scores.
Loopon integrates natively with tools such as WhatsApp, SMS, WiFi login systems, and various online travel agencies (OTAs).
Pricing:
Pricing upon request
Pros:
- Unified feedback inbox
- Real-time messaging
- Automated upselling
Cons:
- Limited to the hospitality industry
- Requires annual billing
- No free tier
6. Shiji ReviewPro - Best for integrated guest experience tools
Shiji ReviewPro is a leading provider of guest experience software, offering integrated tools to help hotels and resorts increase guest satisfaction and revenue.
Why I Picked ReviewPro: I chose ReviewPro because of its comprehensive tool suite, which addresses every stage of the guest journey. What makes it stand out is its ability to integrate multiple guest experience functions into a single platform, making it highly efficient for hospitality businesses. I believe ReviewPro is best for integrated guest experience tools because it seamlessly combines reputation management, guest surveys, and real-time guest communication.
Standout features & integrations:
ReviewPro offers several important features, including Hotel Reputation management, customizable guest surveys, and real-time case management. These features help businesses gather valuable feedback, manage their online reputation, and communicate effectively with guests.
ReviewPro integrates natively with TripAdvisor, Booking.com, Expedia, Google, Facebook, Instagram, Twitter, WhatsApp, WeChat, and Slack.
Pricing:
Pricing upon request
Pros:
- Comprehensive tool suite
- Real-time communication
- Customizable surveys
Cons:
- Annual billing only
- Limited to the hospitality industry
- Requires training
7. Qualtrics - Best for real-time insights and recommendations
Qualtrics is a leading experience management software that provides real-time insights and recommendations to improve customer and employee experiences. It delivers actionable insights quickly, enabling businesses to make informed decisions and enhance their operations.
Why I Picked Qualtrics: I chose Qualtrics because of its ability to provide real-time insights and recommendations, which is crucial for businesses needing immediate feedback and actionable data. Qualtrics stands out with its advanced AI capabilities that help identify key drivers and make smarter decisions, setting it apart from other experience management tools.
Standout features & integrations:
Qualtrics offers a comprehensive suite of features including conversational surveys, AI-powered analytics, and real-time feedback mechanisms. These features help businesses uncover deep insights and act on them promptly.
The platform integrates natively with Salesforce, Adobe, SAP, Slack, Microsoft Teams, Google Analytics, Zendesk, HubSpot, Marketo, and Tableau.
Pricing:
Pricing upon request
Pros:
- Real-time insights
- AI-powered analytics
- Comprehensive feedback tools
Cons:
- Pricing transparency
- Complex setup
- Learning curve
8. Feedier - Best for AI-managed customer feedback analysis
Feedier is a customer intelligence platform that leverages AI to manage and analyze customer feedback. It excels in automating the analysis of large volumes of feedback, making it the best for AI-managed customer feedback analysis.
Why I Picked Feedier: I chose Feedier for its unique ability to automate the entire feedback analysis process using AI, which sets it apart from other customer intelligence tools. Its AI Analyst can handle thousands of feedback entries, identify anomalies, and generate actionable reports, making it the best for AI-managed customer feedback analysis.
Standout features & integrations:
Feedier offers several standout features, including AI-driven text analysis, centralized feedback from multiple sources, and intelligent reporting. It also provides built-in connectors for seamless integration with various operational systems.
Feedier integrates natively with Salesforce, Google Reviews, Trustpilot, CSV files, emails, API, and more.
Pricing:
Pricing upon request
Pros:
- AI-driven text analysis
- Centralized feedback sources
- Intelligent reporting
Cons:
- Limited customization options
- Requires annual billing
- No free tier
9. SkyTouch Technology - Best for cloud-based hotel management
SkyTouch Technology provides a cloud-based hotel management system to streamline operations and enhance guest experiences. Its suite of tools covers property management, rate management, distribution, CRM, and guest experience, all integrated into a single platform.
Why I Picked SkyTouch Technology: I chose SkyTouch Technology for this list because it stands out from other cloud-based hotel management systems. Its intuitive design and advanced integration capabilities make it a powerful solution for hoteliers. I believe it is best for cloud-based hotel management because it offers a wide range of functionalities essential for modern hotel operations, all accessible from anywhere at any time.
Standout features & integrations:
SkyTouch Technology offers several standout features, including a property management system (PMS), rate management, distribution management, customer relationship management (CRM), and guest experience tools. The platform also provides 24/7 support and resources such as blogs, webinars, and white papers.
SkyTouch Technology integrates natively with the following tools: Revinate, Medallia, GuestRevu, Loopon, ReviewPro, Qualtrics, Feedier, HappyOrNot, AskNicely, and Feedbackly.
Pricing:
Pricing upon request
Pros:
- Comprehensive tool suite
- Advanced integration capabilities
- 24/7 support
Cons:
- Pricing not transparent
- May require training
- Limited customization options
10. HappyOrNot - Best for in-moment customer feedback
HappyOrNot is a customer feedback platform that captures real-time feedback through intuitive smiley-faced terminals. It provides immediate, actionable insights to improve customer satisfaction and operational efficiency.
Why I Picked HappyOrNot: I chose HappyOrNot for its unique approach to capturing in-moment feedback, which sets it apart from other customer feedback tools. The simplicity and immediacy of its smiley terminals make it highly effective for gathering real-time customer sentiments. I believe it is the best for in-moment customer feedback because it allows businesses to identify and address issues as they occur, enhancing overall customer experience.
Standout features & integrations:
HappyOrNot offers several standout features, including Smiley Touch, Smiley Digita, and Smiley Terminal for capturing feedback. It also provides a comprehensive analytics dashboard to visualize data and identify trends.
The platform integrates natively with various tools, including Salesforce, Microsoft Power BI, Tableau, Slack, Google Analytics, Zendesk, HubSpot, SurveyMonkey, Mailchimp, and Shopify.
Pricing:
Pricing upon request
Pros:
- Real-time feedback
- User-friendly terminals
- Comprehensive analytics
Cons:
- Limited customization
- Requires physical setup
- Basic reporting tools
11. AskNicely - Best for automated feedback workflows
AskNicely is a customer experience management software that helps businesses collect and respond to real-time customer feedback. It automates feedback workflows, ensuring timely and efficient responses to customer inputs.
Why I Picked AskNicely: I chose AskNicely for its powerful automation capabilities that streamline feedback collection and response processes. This tool stands out for its ability to automatically analyze and prioritize feedback, assigning it to the right team members at scale. I believe AskNicely is best for automated feedback workflows because it simplifies the feedback management process, making it easier for teams to take quick, meaningful action.
Standout features & integrations:
AskNicely offers several key features, including automated workflows for feedback response, NPS and CSAT measurement programs, and tools for rewarding and motivating teams. It also provides real-time customer feedback to drive service improvements.
AskNicely integrates natively with the following tools: Slack, Shopify, Zendesk, Salesforce, HubSpot, Microsoft Teams, Google Sheets, Mailchimp, Intercom, and Zapier.
Pricing:
Pricing upon request
Pros:
- Automated feedback workflows
- Real-time customer feedback
- NPS and CSAT measurement
Cons:
- Pricing upon request
- Limited customization options
- Requires annual billing
12. GetFeedback - Best for Salesforce-integrated feedback collection
GetFeedback is a tool that strongly integrates with Salesforce. It streamlines feedback collection directly within the Salesforce ecosystem, improving efficiency and productivity.
Why I Picked GetFeedback: I chose GetFeedback for its powerful Salesforce integration capabilities. After comparing several feedback tools, it stands out due to its seamless connection with Salesforce, allowing direct feedback collection and analysis within the CRM. This makes it ideal for organizations heavily reliant on Salesforce for customer relationship management.
Standout features & integrations:
GetFeedback's key features include real-time feedback collection, detailed survey analytics, and automated workflows.
It integrates natively with Salesforce, Slack, Microsoft Teams, Marketo, HubSpot, Zendesk, Google Analytics, Tableau, Jira, and Mailchimp.
Pricing:
Pricing upon request
Pros:
- Strong Salesforce integration
- Real-time analytics
- Automated workflows
Cons:
- Higher starting price
- Requires Salesforce
- Limited non-Salesforce features
Other Guest Experience Software To Consider
Below is a list of additional guest experience software that we shortlisted, but did not make it to the top list. Definitely worth checking them out.
- TrustYou - Best for comprehensive guest feedback analysis
- Survaider - Best for real-time customer insights
- Qualaroo - Best for targeted website surveys
- Keatext - Best for AI-driven text analytics
- InMoment - Best for integrated customer experience management
- SurveyMonkey - Best for versatile survey creation
- Google Forms - Best for free and easy-to-use surveys
- Typeform - Best for engaging and interactive forms
- SurveyGizmo (Alchemer) - Best for advanced survey customization
- Zoho Survey - Best for seamless integration with Zoho products
Popular Hotel Software
Here are some other lists of popular hotel software for you to check out.
Guest Experience Software Selection Criteria
Selecting guest experience software involves evaluating its functionality and how well it meets specific use cases. The criteria relate to software buyer needs, addressing pain points, and the intended use of the software. As an expert who has personally tried and researched these tools, I focus on the following criteria:
Core Functionality: 25% of total weighting score
- Reservation management
- Guest communication
- Feedback collection
- Loyalty program integration
- Analytics and reporting
Additional Standout Features: 25% of total weighting score
- AI-driven guest personalization
- Multi-channel communication support
- Real-time service request tracking
- Integration with IoT devices for smart room controls
- Advanced data security features
Usability: 10% of total weighting score
- Intuitive user interface with drag-and-drop functionality
- Customizable dashboards
- Mobile-friendly design
- Role-based access control
- Easy navigation and minimal learning curve
Onboarding: 10% of total weighting score
- Availability of comprehensive training videos
- Interactive product tours
- Pre-built templates for quick setup
- Access to chatbots for instant support
- Regular webinars for ongoing education
Customer Support: 10% of total weighting score
- 24/7 customer service availability
- Multi-language support
- Dedicated account managers
- Fast response times
- Comprehensive knowledge base
Value For Money: 10% of total weighting score
- Transparent pricing models
- Flexible subscription plans
- Cost-benefit analysis
- Discounts for long-term commitments
- Free trial availability
Customer Reviews: 10% of total weighting score
- Overall satisfaction ratings
- Specific feedback on ease of use
- Comments on customer support quality
- Insights on feature effectiveness
- Testimonials on ROI and value realization
Trends For Guest Experience Software
Guest experience software is evolving rapidly. Here are some key trends to watch.
- Contactless Check-In and Check-Out: Contactless technology allows guests to check in and out using smartphones. This reduces wait times and minimizes physical contact. It is crucial for maintaining health and safety standards.
- Voice-Activated Room Controls: Voice-activated devices are being integrated into hotel rooms. Guests can control lighting, temperature, and entertainment systems using voice commands. This adds a layer of convenience and modernity.
- Mobile Key Access: Mobile key access enables guests to use their smartphones as room keys. This eliminates the need for physical key cards and is secure and convenient for tech-savvy travelers.
- Virtual Reality Tours: Virtual reality is being used to offer immersive tours of hotel properties. Guests can explore rooms and amenities before booking. This helps in making informed decisions and enhances the booking experience.
These trends are shaping the future of guest experience software.
What Is Guest Experience Software?
Guest experience software is a tool designed to enhance the overall experience of guests during their stay at a hotel or hospitality establishment. It is used by hotel managers, front desk staff, and customer service teams to manage guest interactions, preferences, and feedback. The primary purpose of this software is to ensure that guests have a pleasant and memorable stay by addressing their needs and preferences efficiently.
Components of guest experience software include guest feedback management, personalized communication tools, and service request tracking. These features help staff respond promptly to guest inquiries, tailor services to individual preferences, and gather valuable insights to improve future guest experiences.
Features Of Guest Experience Software
When enhancing the guest experience in the hospitality industry, selecting the right software is crucial. Here are some of the most important features to look for in guest experience software:
- Hotel Digital Checklists: This feature helps manage check-in, security, housekeeping, room inspections, and maintenance tasks efficiently, ensuring that all operations are up to standard.
- Online Booking: An essential feature that allows guests to book rooms and services online, providing convenience and increasing booking rates.
- Personalized Guest Profiles: By tracking guest preferences, previous stays, and interactions, hotels can offer services that enhance the guest experience.
- Mobile Check-in and Check-out: This feature allows guests to check in and out using their mobile devices, reducing wait times and improving convenience.
- Real-time Communication Channels: Facilitates seamless communication between guests and hotel staff, ensuring that guest requests and issues are addressed promptly.
- Customized Recommendations and Offers: Provides personalized recommendations and special offers to guests based on their preferences and past behavior, enhancing their stay.
- Guest Feedback and Review Management: Collects and manages guest feedback and reviews, helping hotels identify areas for improvement and maintain high service standards.
- Loyalty Program Management: Manages loyalty programs to reward repeat guests, encouraging brand loyalty and repeat visits.
- Integrations with Property Management Systems: Ensures that the guest experience software can integrate with existing property management systems for a seamless operation.
- Data Analytics and Reporting Capabilities: Provides insights into guest behavior and preferences, helping hotels make data-driven decisions to improve their services.
Investing in the right guest experience software can significantly enhance the quality of service and ensure guest satisfaction. By focusing on these key features, hotels can deliver memorable experiences, foster loyalty among guests, and guarantee repeat visits and positive word-of-mouth referrals.
Benefits Of Guest Experience Software
Guest experience software offers a range of powerful tools that enhance how businesses interact with their customers. It streamlines and personalizes guest interactions, significantly improving satisfaction, loyalty, and operational efficiency.
Here are the primary benefits of utilizing guest experience software.
- Enhanced Customer Satisfaction: By providing personalized and efficient service, guest experience software ensures customers have a positive and memorable experience, increasing their overall satisfaction.
- Increased Operational Efficiency: The software automates various tasks, reducing manual workload and errors, and allowing staff to focus on delivering exceptional service, thus improving operational efficiency.
- Data-Driven Insights: Guest experience software collects and analyzes customer data, offering valuable insights into customer preferences and behaviors, which can be used to tailor services and marketing efforts effectively.
- Improved Communication: The software facilitates seamless communication between the business and its customers through multiple channels, ensuring that guests receive timely and relevant information.
- Boosted Customer Loyalty: By consistently delivering a superior guest experience, the software helps build strong, long-term customer relationships with customers, fostering loyalty and repeat business.
By leveraging data-driven insights and improving communication, organizations can meet and exceed customer expectations, driving loyalty and long-term success.
Costs And Pricing Of Guest Experience Software
When considering guest experience software for your hospitality business, it's essential to understand the various pricing plans and what each offers. This software can significantly enhance guest satisfaction by streamlining operations, personalizing services, and gathering valuable feedback.
Below, we break down the different plan options, average prices, and common features to help you make an informed decision.
Plan Options and Pricing
| Plan Type | Average Price | Common Features |
| Free Plan | $0 | Basic features, limited user access, essential guest engagement tools |
| Basic Plan | $16/mo | Task management, mobile management, integrations with booking sites |
| Standard Plan | $24/mo | Automated emails, personalized templates, guest profiles, automated workflows |
| Premium Plan | $30/mo | Interactive calendar, real-time workflow tracking, booking engine management |
| Enterprise Plan | Custom | Advanced analytics, AI-driven insights, extensive integrations, 24/7 support |
Guest Experience Software FAQs
Here are some common questions about guest experience software.
Is guest experience software easy to integrate with existing hotel systems?
Most guest experience software is designed to integrate seamlessly with existing hotel management systems, such as property management systems (PMS), customer relationship management (CRM) tools, and point-of-sale (POS) systems. However, it’s important to verify compatibility and integration capabilities with your current systems before making a purchase.
Can guest experience software help with personalized guest services?
Yes, guest experience software can significantly enhance personalized guest services. By collecting and analyzing data on guest preferences, behaviors, and feedback, the software can help hotels tailor their services to meet individual guest needs, leading to a more personalized and enjoyable stay.
How does guest experience software improve communication with guests?
Guest experience software improves communication by providing multiple channels for interaction, such as in-app messaging, SMS, and email. This allows guests to easily communicate their needs and preferences, and for the hotel staff to respond promptly and efficiently. It also enables automated communication for routine updates and notifications.
Is guest experience software secure?
Security is a critical aspect of guest experience software. Reputable providers implement robust security measures, including data encryption, secure access controls, and regular security audits, to protect guest information and ensure compliance with data protection regulations.
What is the cost of implementing guest experience software?
The cost of implementing guest experience software varies depending on the provider, the features included, and the size of the hotel. Some providers offer subscription-based pricing, while others may charge a one-time fee. It’s important to evaluate the return on investment by considering the potential benefits in terms of guest satisfaction and operational efficiency.
Other Guest Communication Software
Here are some other useful tools for hotel guest communications.
What Next?
Choosing the right hotel apps is a crucial decision that can significantly influence the guest experience and operational efficiency of your hotel.
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