Customer Alliance and Cloudbeds Partner to Elevate Guest Experience and Automated Reputation Management for Global Hoteliers

Customer Alliance, a leading provider of guest feedback intelligence platform for hotels, today announced a strategic marketplace integration partnership with Cloudbeds, the hospitality management system built for ambitious hoteliers who demand more.

Available through the Cloudbeds Marketplace, the integration uses reservation and check-out information to trigger guest communications and post-stay surveys without requiring teams to export guest details manually. The automated bidirectional data sync enables properties to capture real-time guest feedback, automate post-stay review collection across major portals, including Google and TripAdvisor, and deliver personalized guest communications, without requiring manual data entry or complex setups.

For hotel teams, collecting guest feedback and responding to reviews across multiple platforms can involve hours of manual follow-up. Delayed responses and unresolved concerns can affect both guest satisfaction and the reputation that influences future bookings. The integration connects Cloudbeds reservation and stay data with Customer Alliance to automate feedback requests and alert teams to guest concerns, helping hotels follow up consistently and address issues before departure.

The integration helps hotel teams:

• Automated Review & Feedback Collection: Automatically trigger post-stay survey requests and review prompts upon guest check-out to boost online ratings on Google, TripAdvisor, and industry review portals.
• Seamless Data Synchronization: Real-time data sync eliminates manual exports between Cloudbeds PMS and Customer Alliance, saving valuable staff time.
• Proactive Service Recovery: Real-time feedback alerts allow hotel management to identify and address guest concerns before negative reviews hit public forums.
• Enhanced Guest Messaging: Streamlined communication options via email, WhatsApp, and SMS throughout the guest journey, from pre-arrival check-in details to post-stay engagement.

“Our mission at Customer Alliance is to help hoteliers transform guest satisfaction into measurable business growth,” said Nicholas Reid, Head of Product at Customer Alliance. “By integrating natively with Cloudbeds, we are empowering thousands of independent hotels and boutique properties across Europe and globally with an effortless, AI-ready solution to capture feedback, boost online reputation, and drive repeat bookings.”

“A hotel’s reputation influences who books, what they expect and whether they come back,” said Sebastien Leitner, Vice President of Partnerships at Cloudbeds. “Protecting that reputation starts with listening to guests and acting on what they tell you. Connecting Customer Alliance with Cloudbeds helps hoteliers make that part of daily operations, giving teams more opportunity to resolve concerns, build trust and deliver the experience that earns a recommendation.”

The integration between Customer Alliance and Cloudbeds is available on the Cloudbeds Marketplace. Cloudbeds customers can activate the integration directly within their platform settings.

About Customer Alliance

Customer Alliance is a guest feedback intelligence platform built for the hospitality industry, trusted by more than 5,000 hotels globally. We help hotels capture, understand, share, and act on guest feedback, bringing reviews from major portals and customized surveys into one place, turning them into AI-powered insights and KPIs, and connecting those insights to the right teams through 90+ integrations with PMS, CRM and Revenue systems. With 3+ million surveys processed, 90+ million reviews collected, and true two-way integrations with 19 leading portals including Booking.com, Expedia and HolidayCheck, Customer Alliance is the platform hotels rely on to manage reputation, track guest satisfaction, and turn feedback into measurable results. For more information: https://www.customer-alliance.com 

About Cloudbeds

Cloudbeds is the hospitality management system built for ambitious hoteliers who demand more. The Cloudbeds platform unifies operations, distribution, guest experience, and revenue marketing, giving operators a breadth of tools to capture demand, grow direct bookings, optimize pricing, maximize upsell revenue, and act on real-time intelligence within a single system. Designed to scale with independent hotels, large hotel groups, and multi-property portfolios, Cloudbeds is trusted by tens of thousands of properties in more than 150 countries. Founded in 2012, Cloudbeds is recognized as a top Hotel Management System, PMS, and Channel Manager, and Best Place to Work, by Hotel Tech Report for eight consecutive years.