CXP — AI-Powered Reputation Management

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Ask any question. Get answers in seconds from your review data.

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.

Reply ready

G

Hotel de Rome, Berlin · Google ★★★☆☆

"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

SentimentAI

Portfolio · Last 30 days · 1,284 reviews

Positive 72% Mixed 18% Negative 10%

8.4

Performance Score

↑ +0.3 vs. last month

3

Trending Up

Staff, Room, Location

2

Needs Attention

Check-in, Cleanliness

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

Cleanliness

4.8

↓ −0.7

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

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

Every review, one inbox

See every review from Google, Booking.com, TripAdvisor, and 80+ sources in one place — alongside your TrustYou survey responses. Filter by property, sentiment, language, or source to find what needs attention. Respond without switching tabs.

Explore the Inbox

ResponseAI

Reply ready

EN · Auto

G

Hotel de Rome, Berlin · Google ★★★☆☆

"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

Reply to every review in seconds

ResponseAI writes personalized, on-brand replies across 23 languages — ready to send in one click. Set your tone, length, and signature once, then train AI Guides to handle recurring topics. Your team reviews and edits before publishing.

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%

CXP · SummaryAI · Professional plan

See what guests really think, fast

SummaryAI reads the reviews so your team doesn't have to. Get on-demand summaries in the Inbox and a shared weekly recap every Tuesday, each grouped into pain points, praise, and standout mentions. Clear priorities, 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 guest data anything

Get answers from guest feedback in seconds. Ask in plain language by property, date range, topic, or comp set. CXP replies instantly with charts and breakdowns — no analyst needed.

Try Talk to Your Data

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.

Proven results

The numbers
behind the
sentiment.

Real results from hotels using CXP to monitor, respond, and act on what guests really think.

200+

Review platforms connected

Google, TripAdvisor, Booking.com + more

80%

Faster response time

Save up to 25 hours per month

20,000+

Hotels trust CXP

Across independent & group properties

79%

Outperform competitors

Hotels on CXP vs. their direct comp set

2B+

API calls per month

Trusted by Bing, Google, TUI & more

Customer Stories

What CXP looks like in practice.

Increased review response rate from 40% to 83% with Response AI

Read case study

Guest reviews up 90%. Overall performance score climbed to 90 out of 100.

Read case study

10% increase in organic revenue after activating TrustScores and Meta-Reviews on nh-hotels.com

Read case study

See all case studies

Capabilities

The complete CXP toolkit

Customer Experience Platform

Review Collection

Collect reviews via surveys and guest conversations. Every stay generates feedback.

Response AI

Respond to every review in seconds. AI drafts personalised replies in your brand voice.

Talk to Your Data

Ask in any language and get an answer in the same language — no dashboards, no SQL, just plain-language questions.

Inbox

All guest reviews in one view. AI summarises and surfaces what needs attention first.

Benchmarking

Compare your property against direct competitors and your brand against other brands — across every score category.

Alerts

Get notified when scores drop or negative reviews spike — across survey responses and online review channels.

SentimentAI

Understand exactly what guests feel — at topic, property, and portfolio level — updated in real time.

SummaryAI

AI-generated weekly recaps and on-demand summaries that surface pain points, praise, and standout mentions.

Dashboards & Reporting

Pre-built BI dashboards and scheduled reports to track performance across properties, brands, and portfolios.

Reputation Marketing

Add review widgets and full-text guest reviews to your website for better conversion and stronger AI readability.

Organization Setup

Self-service organisation management — make live changes to portfolios, brands, regions, managers, and competitors.

Surveys

Cover the entire guest journey — pre-, during, and post-stay — with powerful, customisable surveys.

Conversational AI Soon

A survey agent that captures feedback via natural conversations — increasing feedback conversion rates.

Integrations

Reviews, bookings & PMS.
All connected.

CXP connects directly to 80+ review sites, booking channels and leading property management systems — pulling in every score, mention and guest stay automatically.

See all integrations →

B.

Enterprise readiness

Secure.
Reliable.
Enterprise ready.

Built for the scale, security, and compliance demands of global hotel groups.

GDPR Privacy by design
EU Hosting Private instances
99.9% Uptime Always-on infrastructure
SCIM / RBAC Fine-grained permissions
Dedicated KAM Your success team
SSO / SAML Enterprise authentication

Certified GDPR Compliant EU Data Residency

CXP — Know what guests think

Your reputation, fully visible.

Now act on it.

Join 100,000+ businesses in 165 countries using TrustYou to understand, respond to, and act on what guests really think.

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What guests think. Across every review.

Everything your team needs to turn feedback into action