CXP — AI-Powered Reputation Management

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CXP

Which property has the lowest response rate this month?

Rome Excelsior at 34% — well below your portfolio average of 71% and the industry benchmark of 68%.

Show me year-on-year breakfast sentiment across all properties

TrustYou AI

Breakfast sentiment improved +12% year-on-year across your portfolio. Amsterdam leads (+18%), Berlin (+14%). Rome is down slightly (−4%) — primarily weekend service speed.

ResponseAI

AI-drafted replies — personalised, on-brand, in the guest's language.

Drafting reply…

TA

Hotel de Rome, Berlin · TripAdvisor ★★★☆☆

"Beautiful property but check-in took 40 minutes. The room itself was lovely — just the wait at arrival let it down."

Check-in wait Room quality

AI-drafted reply

Dear Guest,

Thank you for taking the time to share your experience. We're genuinely sorry your check-in wait fell short of the seamless arrival we work so hard to deliver — your feedback has been shared directly with our front desk leadership.

We're delighted you loved your room, and we hope to welcome you back soon.

Language: English · Auto-detected

Sentiment Analysis

Portfolio · Last 30 days · 1,284 reviews

Positive 72% Mixed 18% Negative 10%

8.4

Overall Score

↑ +0.3 vs. last month

3

Trending Up

Staff, Room, Location

2

Needs Attention

Check-in, Parking

Sentiment by Category

Comp set avg.

Staff

9.1

↑ +0.4

Room

8.8

↑ +0.2

Location

8.5

— 0.0

Food & Bev

7.3

↓ −0.3

Check-in

6.1

↓ −1.2

Parking

4.8

↓ −0.7

Priority Alert · Check-in wait times

Mentioned in 18% more reviews this month. Score down 1.2 pts vs. last month. Recommended: review front desk staffing on Fri–Sat.

Benchmarking

Score ranking · Luxury City Hotels · Q1 2026

↑ Rank #2 of 8

#

Property

Score

Pts

vs. LM

1

Grand Meridian

8.8

↑ +0.1

2

Your property

▲ +1 rank vs. last quarter

8.6

↑ +0.3

3

The Palazzo Group

8.3

↓ −0.2

4

Riviera Collection

8.1

→ 0.0

5

Continental Suites

7.9

↓ −0.4

6

The Aldgate

7.6

↑ +0.1

7

Park Residence

7.4

↓ −0.1

8

Harbour Point

7.1

↓ −0.3

vs. comp set avg.

+0.8 pts

Overall ranking

Top 12%

Most improved

↑ +0.3

Leonardo Hotels

"TrustYou groups all reviews and we receive data that can be clustered and analyzed. We save time and we gain knowledge about the individual hotels and the entire group. TrustYou delivers the right data to identify strengths and weaknesses that help us to learn what the guest wants and needs."

Rainier Meißer Online Reputation & Digital Advertisement, Leonardo Hotels

B&B Hotels

"The daily monitoring and daily downloads of reports is an essential feature for our quality department. Our goal is to meet the needs of our customers by delivering the best value for money experience to improve the customer journey and learn from them during and after the stay."

Anna-Karin Daute eCommerce Consultant, B&B Hotels

Fattal Hotels

"TrustYou feeds into the decision making of all areas of the organization. The data helps to validate all initiatives put into practice in the organization as we can measure the effects on customer satisfaction instantly."

July Arviv Online Reputation Manager, Fattal Hotels

How it works

Up and running
in days, not months.

01

Connect your platforms

Link Google, TripAdvisor, Booking.com and 80+ review channels in minutes. No custom integration work required.

02

Monitor every mention

All reviews flow into one inbox — scored, flagged, and sorted automatically. Spot problems the moment they appear.

03

Respond and improve

AI-drafted replies go out in your brand voice. Insights surface what to fix before it shows up in your scores.

Customer Experience Platform

Every review. Every insight.
One platform.

app.trustyou.com/inbox

Platforms

All 284

Google 123

TripAdvisor 67

B.

Booking.com 48

Expedia 22

Hotels.com 18

Others +73

Filter

Unanswered (47)

⚠ Critical (12)

Positive only

Review Inbox 47 new

The Grand Brielle, Amsterdam ★★★★★

"The staff remembered our anniversary without a word. That level of attention is rare."

Positive

Hotel de Rome, Berlin ★★★☆☆

"Beautiful property but check-in took 40 minutes. Just the wait let it down."

⚠ Critical

B.

The Grand Brielle, Amsterdam ★★★★★

"Perfect weekend. Breakfast was outstanding and the view exactly as pictured."

Positive

Excelsior Palace, Rome ★★★★☆

"Great location, stunning interiors. Spa was worth every penny."

Positive

CXP · Inbox

All 80+ platforms.
One inbox.

Every review from Google, TripAdvisor, Booking.com, Expedia, and 77 more — in a single, searchable inbox. Filter by sentiment, property, platform, or date. Respond without switching tabs.

Learn about the Inbox

ResponseAI

Drafting your response…

EN · Auto

TA

Hotel de Rome, Berlin · TripAdvisor ★★★☆☆

"Check-in took 40 minutes. Room was lovely but the wait let it down."

AI-drafted reply

Dear Guest,

Thank you sincerely for your feedback. We're genuinely sorry your check-in experience fell short — your comments have been shared with our front desk leadership. We're glad your room lived up to expectations and hope to welcome you back soon.

CXP · ResponseAI

Respond in seconds,
not shifts.

ResponseAI writes personalized, on-brand replies in the guest's language — ready to publish in one click. 80% faster than manual. Your team reviews. The AI does the writing.

See ResponseAI in action

SummaryAI

Portfolio · Last 30 days

1,284 reviews

↑ What guests love

Staff warmth & attention to detail 423

Breakfast quality 312

Room cleanliness 287

⚠ Watch list

Check-in wait times ↑ +18%

Wi-Fi in superior rooms ↑ +9%

→ Route to team

Front Desk → Check-in ops F&B → Breakfast continuity IT → Wi-Fi infrastructure

CXP · SummaryAI

Know what guests
actually mean.

SummaryAI distills hundreds of reviews into clear, structured insight — what's working, what isn't, and which team needs to hear about it first. Updated in real time. No spreadsheets.

Explore SummaryAI

Talk to Your Data CXP

Which property has the lowest response rate?

Rome Excelsior at 34%. Industry benchmark is 68%.

"Show me year-on-year sentiment on breakfast across all properties."

CXP Answer

Breakfast sentiment is up +12% year-on-year across your portfolio. Amsterdam leads (+18%), Berlin (+14%). Rome is down (−4%) — weekend service speed.

AMS +18% BER +14% ROM −4% VIE +8%

CXP · Talk to Your Data

Ask your data
anything.

Ask any question about your guest feedback in plain language — by property, date range, topic, or comp set. CXP returns answers instantly, with charts and breakdowns. No analyst required.

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Proven results