Top Hotel Guest Engagement Platforms for 2025

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Guest engagement platforms are key tools that help hotels enhance the overall experience, build guest loyalty, and streamline operational efficiency. With numerous options available, selecting the right platform can be a daunting task. In this article, we compare six leading platforms—STAY, Duve, TrustYou, Little Hotelier, SiteMinder, and DialZero—highlighting their features, advantages, and challenges, to help you make an informed decision.

STAY

STAY offers a versatile guest app that allows guests to manage their stay in real-time, from digital check-ins to ordering room service and booking spa treatments.

Key Features:

• Hotel Directory: A digital, easily accessible directory with hotel information.
• Mobile Ordering: Guests can order food and services directly from their smartphones.
• Real-time Feedback: Allows guests to provide instant feedback, enabling quick resolution of issues.
• Concierge Chat: Facilitates live communication with hotel staff for enhanced guest interaction.
• Service Reservations: Seamlessly handles restaurant and spa bookings.

Pros:

• User-friendly interface with real-time communication capabilities.
• Eliminates the need for in-room physical directories and phones.
• High customization levels, making it easy to match your hotel’s brand.
• Supports integration with multiple hotel management systems.

Cons:

• Requires guests to download an app for full functionality, which might be a barrier for some users.
• May be a more expensive option for smaller hotels.

Duve

Duve is known for its personalized guest experience through various communication channels, including pre-arrival engagement and in-stay messaging.

Key Features:

• Pre-Stay Engagement: Sends personalized messages based on guest preferences, offering tailored recommendations.
• In-Stay Communication: Provides real-time updates via SMS or app-based messaging to keep guests informed.
• Upselling Opportunities: Enables hotels to boost revenue by offering personalized upsell options during the guest’s stay.
• App-Free Experience: Guests can access services directly through a web-based platform without needing to download an app.

Pros:

• No app download required, making it easily accessible for guests.
• Strong emphasis on personalization, driving guest satisfaction.
• Upselling features help maximize revenue with minimal effort.
• Fully customizable to align with the hotel’s branding.

Cons:

• Limited integration options with third-party PMS systems.
• Some premium features are only available at higher subscription tiers.

TrustYou

TrustYou is a leading platform for guest feedback and reputation management, designed to help hotels manage guest communications and online reviews more effectively.

Key Features:

• Guest Messaging: Enables seamless communication with guests via SMS or messaging apps.
• Pulse-Check Surveys: Sends surveys during the guest’s stay to gauge satisfaction and address any concerns immediately.
• Review Management: Provides tools to monitor, respond to, and manage guest reviews on various platforms.

Pros:

• Excellent for managing online reputation and guest feedback.
• Pulse-check surveys allow for mid-stay interventions, improving guest satisfaction.
• Comprehensive review management tools enhance the hotel’s online presence and reputation.

Cons:

• Focuses more on feedback and review management rather than in-stay features like digital check-in or upselling.
• More suitable for larger hotels or hotel chains due to its broader feature set.

Little Hotelier

Little Hotelier is tailored specifically for small hotels, bed-and-breakfasts, and inns. It provides a simplified but powerful guest engagement solution that covers pre-arrival to post-stay communication.

Key Features:

• Digital Check-In: Streamlines the check-in process with pre-arrival information collection.
• Personalized Messaging: Sends tailored recommendations and updates to guests during their stay.
• Post-Stay Feedback: Requests reviews after the guest’s stay to help improve services and guest satisfaction.

Pros:

• Ideal for small accommodations with limited staff and resources.
• Easy-to-use interface and simple setup process.
• Focuses on maintaining strong relationships with guests throughout their stay.

Cons:

• Limited scalability for larger properties.
• Some advanced features and integrations may not be as robust as those offered by larger platforms.

SiteMinder

SiteMinder is a widely used platform that offers automated guest communication and upselling opportunities. It integrates with many property management systems (PMS) to streamline guest engagement.

Key Features:

• Automated Emails: Sends personalized emails at different stages of the guest journey, including pre-arrival and post-departure.
• Digital Directories: Provides easy access to hotel information and local amenities via QR codes.
• Upsell Opportunities: Allows hotels to present additional services or offers during the guest’s stay, helping to boost revenue.

Pros:

• Strong automation tools save time and improve operational efficiency.
• Upselling features can significantly increase revenue.
• Integrates seamlessly with multiple booking engines and OTAs.

Cons:

• Setup can be complex, requiring technical expertise.
• Primarily focused on upselling and automation, with less emphasis on direct guest interaction.

DialZero

DialZero is revolutionizing guest engagement by providing a Slack-like communication platform for hotels, where guests can manage their entire stay through a simple, app-free experience.

Key Features:

• App-Free Access: Guests can communicate with hotel staff and access all services via a simple QR code, eliminating the need for downloads or logins.
• Personalized Engagement: Offers personalized service requests and communications throughout the guest’s stay.
• Seamless Integration: Designed to integrate smoothly with existing hotel systems, making implementation easy and efficient.
• Multi-Channel Communication: Supports SMS, email, and in-platform messaging to enhance guest communication at every touchpoint.

Pros:

• No app downloads required, making it accessible and easy for all guests.
• Streamlines communication for both guests and hotel staff, improving response times.
• Highly scalable and customizable, perfect for hotels of all sizes.
• Cost-effective, especially for smaller hotels or properties with fewer resources.

Cons:

• Newer to the market, so it may not have the extensive feature set or integrations of more established platforms.
• Advanced features may require additional customization depending on the hotel's needs.

Conclusion

Choosing the right guest engagement platform for your hotel depends on the unique needs of your property, your budget, and your operational goals. STAY offers comprehensive, real-time management solutions that suit larger hotels, while Duve provides a highly customizable, app-free experience ideal for a wide range of properties. TrustYou shines in feedback and review management, while Little Hotelier focuses on smaller properties. SiteMinder is excellent for automation and upselling, and DialZero introduces a fresh, app-free approach to simplify guest engagement.

For more personalized recommendations or to see how these platforms can transform your guest engagement strategy, contact us today!

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