TrustYou
Hospitality's new memory: unify guest feedback, guest data and guest conversations
By TrustYou GmbH · HQ Munich, Germany · 4.0/5 Value-Position score (estimate)
Positioning guardrails
Best for
- Multi-property hotel groups that want reviews, guest profiles and guest messaging unified in one platform
- Reputation and guest-experience teams responding to reviews across 80+ platforms at portfolio scale
- Revenue, e-commerce and marketing teams using guest data to drive direct bookings and cut OTA commission
- Front-desk and guest-services teams that want a 24/7 AI agent answering guest questions on web, WhatsApp, SMS and email
Ideal size: 10-250 staff (multi-property groups) people · Scale-up hotel group with connected PMS data and a named guest-experience owner
Not for
- Single-property hotels looking for a cheap, self-serve review widget
- Operators unwilling to connect their PMS or share guest data
- Companies outside accommodation: the data model, connectors and content are hotel-specific
- Buyers who require published list pricing and a no-sales, self-serve signup
Value metrics scorecard
Time-to-Value
4-6 weeks
~45 days to first production value
Total Cost of Ownership
On request
Quote-based; priced by product line (CXP, CDP, TrustYou Agent) and by property/portfolio count. No public list price - demo required.
Implementation Friction
3/5
Engineering + admin effort required
Value-Position score
out of 5 · model estimate
Full cost breakdown
Mandatory implementation fee
None
Seat tiers
Priced per property and portfolio size; no published seat tiers or minimums.
Add-on costs
- AI Agent add-on skills (booking, upsell) and add-on channels: web plugin, WhatsApp, email, SMS
Company & support
Who is behind TrustYou, and how your team gets help once it is live.
Company
- Founded
- 2008 · 18 yrs in business
- Headquarters
- Munich, Germany
How you get support
- PhoneNot listed
- EmailPlan not stated
- Live chatNot listed
- Support portal / ticketsNot listed
- Community forumNot listed
- Help centre / docsNot listed
- Dedicated account managerEnterprise only
- In person / on-siteNot listed
- Hours
- Not recorded
- Response time
- Not stated
[email protected] for customer support; general and partnership addresses are not support. The enterprise-readiness section advertises a dedicated KAM (success team) for global hotel groups.
“Not listed” means the vendor’s public pages don’t mention that channel, not that it is unavailable. Ask about it during evaluation.
Market position
Where TrustYou sits against its closest alternatives. Pick any two of cost, speed, friction and buyer score, and up to 9 companies to compare.
Quadrant view
Typical annual cost × Time-to-value
The lines cross at the median of the solutions shown, so about half sit on each side of each line.
Companies on the chart 6 / 10
- TrustYou
- Tripleseat
- ResDiary
- BlueCart
- BrightEdge
- Campspot
Add or change companies
Up to 10 companies including TrustYou. Listed closest first.
Stack fit signal
Compatibility with standard B2B ecosystems.
No supported MCP path today, so it cannot be driven from an AI client.
AI & MCP readiness
What TrustYou ships in AI, and what it asks of your ecosystem.
AI features shipped
Response AI drafts review replies; Summary, Sentiment and Inbox AI summarise feedback; Report Builder and Ask TrustYou answer plain-language questions over reviews and guest data. The TrustYou Agent answers guest questions on web, WhatsApp, email and SMS, handles bookings, upsells and human handover, and CDP MCP (beta) lets an external MCP client query guest data.
Your data & models
- Trains on your data
- Not recorded — ask the vendor
- Runs on
- Not recorded
- AI pricing
- Not recorded
In your ecosystem
- AI connection
- Not supported
- Model key
- Not recorded
- AI usage audit
- Not recorded
Compliance attestations
* IAPP AIGP certifies individuals, not products. It means named staff hold the credential — not that the platform does.
Bottom line
TrustYou is an AI-first hospitality platform that unifies guest feedback (CXP), guest data (CDP) and guest conversations (TrustYou Agent) into one memory. Hotels use it to collect and respond to reviews across 80+ sources, build golden guest profiles from PMS and channel data, and deploy a 24/7 AI agent on web, WhatsApp, SMS and email that answers questions and drives direct bookings. Founded in Munich in 2008, it serves 100K+ partner properties in 100+ countries. Pricing is quote-based per product line and portfolio size.
Frequently asked questions
How is TrustYou priced, and does it publish list pricing?
No list prices are published. TrustYou prices by product line - Customer Experience Platform (CXP), Customer Data Platform (CDP) and TrustYou Agent - and by property and portfolio count, with quotes issued after a demo. Agent skills and channels (web plugin, WhatsApp, email, SMS) are sold as add-ons. Budget for a sales cycle and a portfolio-based annual contract rather than a self-serve seat price.
Do we have to replace our PMS to use TrustYou?
No. TrustYou positions itself as plugging into the existing stack with pre-built connectors to Oracle OPERA Cloud, Mews, Apaleo, RMS Cloud, SIHOT and Stay'n'Touch, plus booking-channel connections. Guest data flows into a single Golden Guest Profile without rip-and-replace. Integration work is the main implementation task, alongside organisation and brand setup.
What does the AI actually do, and which models power it?
Evidenced features include AI review-response drafting, summaries, sentiment analysis, natural-language queries over feedback and guest data, and an outbound Agent that answers guest questions on web, WhatsApp, email and SMS, handles bookings, upsells and human handover. The vendor does not name the foundation models behind its own AI on the pages reviewed, and does not publish whether customer data trains those models - ask for this in writing before signing.
Which security and compliance certifications does TrustYou hold?
The pages reviewed claim GDPR privacy-by-design, EU hosting with private instances, 99.9% uptime, SSO/SAML, SCIM/RBAC and a dedicated key account manager. No SOC 2, ISO 27001, ISO 42001, HIPAA, FedRAMP or CMMC claim appears on the reviewed pages, so those should be treated as unverified and requested directly.
What results do customers report?
Vendor-published figures include 25% more direct bookings from personalised campaigns, 4x more direct bookings, 80% faster review responses, 95% of guest questions resolved by AI without staff, and a 1.5% ADR lift per review-score point gained. One hotel group case study cites a review response rate rising from 40% to 83% with Response AI; Meininger Hotels cites 3.5 FTE saved per year.