Customer Alliance integrates guest feedback into the Cloudbeds PMS

Customer Alliance, a guest feedback intelligence platform for hospitality, has struck a deal with hotel software provider Cloudbeds.

By integrating its review collection and analysis tools with the Cloudbeds PMS, Customer Alliance will automate post-stay surveys and review capture by syncing reservation and checkout data.

Activation happens in Cloudbeds settings.

Real-time stay data sync removes manual exports and triggers workflows at checkout.

Teams receive alerts when an issue is flagged so they can act before a negative review appears. Communications go out by email, WhatsApp and SMS. The promise includes dashboards and metrics billed as “AI-ready”, with no technical detail on the models used.

Properties can auto-send post-stay questionnaires, request reviews on Google, TripAdvisor and other specialist portals, and centralise responses in a single interface.

The integration is designed to cut manual effort around reviews, shorten response times and safeguard online reputation, which influences demand and loyalty.

“A hotel’s reputation influences who books, what they expect and whether they will return,” said Sebastien Leitner, vice president of partnerships at Cloudbeds.

“Protecting that reputation starts with listening to guests and acting on their feedback. The connection between Customer Alliance and Cloudbeds helps hoteliers embed this into daily operations, giving teams more chances to resolve issues, build trust and deliver an experience good enough to be recommended.”

The vendors frame automation as a way to improve the recovery of feedback before or just after checkout and to unify how that feedback is read in one environment.

Cloudbeds also sees the move as another step in its platform strategy spanning operations, distribution, guest experience and revenue performance.

The solution is already available in the marketplace.

Customer Alliance claims more than 5,000 hotels, over 90 PMS/CRM/revenue integrations and 90 million reviews collected. The company also cites bidirectional integrations with 19 portals, including Booking.com, Expedia and HolidayCheck. Cloudbeds counts more than 20,000 properties in over 150 countries.