Guest Experience Software
Turn guest experience into repeat revenue.
Qualtrics connects guest signals across booking, on-property, contact center, and review channels with AI that learns what drives loyalty at each location. Hotels, airlines, and travel brands now have real-time intelligence to anticipate customer needs, resolve issues before they escalate, and turn better experiences into repeat revenue.
Every guest experience puts future revenue on the line.
53% of guests reduce or stop spending with a hotel after a single bad experience. Most never tell you directly why. Instead, leaders are left explaining last quarter's guest satisfaction rather than changing what happens next.
Guest signals are scattered.
Surveys, calls, chats, apps, and reviews capture different pieces of the experience, but don’t tell the connected story.
Problems surface too late.
By the time feedback arrives, the guest is most likely already gone.
Frontline teams need answers, not more dashboards.
Managers need to know what to do next, not spend more time interpreting disconnected data.
One platform for the entire guest journey.
One platform for the entire guest journey.
Qualtrics unifies guest signals across every touchpoint and property, turning fragmented feedback into actionable intelligence. Empower frontline teams to resolve issues in the moment, give leaders visibility into performance across locations, and scale what works to deliver consistently exceptional experiences that build loyalty and drive revenue.
Real-time intelligence, not retrospective reports
Real-time intelligence, not retrospective reports
- Over 80% of experience data is unstructured, living in calls, chats, reviews, and open comments rather than scores.
- Qualtrics captures and analyzes those signals while the guest is still on property, not weeks after checkout.
- Surface what's driving cancellations, complaints, and one-star reviews while there’s still time to address the underlying issues.
Know which guests are quietly leaving
Know which guests are quietly leaving
- AI grounded in 25 years of experience data across 18,000 organizations and billions of customer interactions identifies patterns behind guest loyalty and churn.
- Identify at-risk guests who never complained, using signals from minor frictions throughout their customer journey.
- Ask what's driving detraction at a specific property or on a specific route, and get an answer in seconds.
Built for travel and hospitality
Built for travel and hospitality
- SOC 2 Type 2, ISO 27001, and ISO 42001 certified, with enterprise data governance and audit trails built in.
- Omnichannel coverage across pre-arrival, on-property, digital, contact center, and post-stay.
- 140+ out-of-the-box integrations connect property management, central reservations, loyalty, point of sale, contact center, and review platforms.
Make every stay worth repeating.
Connect the full guest journey from search and booking through check-out and review. Understand what drives return visits at each property, recover service failures before the guest leaves, and scale what works to grow loyalty and revenue across your portfolio.
- Unify on-property feedback with app, contact center, review site, and operational data for a single view of every guest.
- Send the on-duty manager to high value guests the moment they hit friction, loyalty history in hand, to resolve issues in real time.
- Compare property-level performance against brand standards to see where consistency breaks down.
- AI grounded in our data that learns what drives loyalty for your guests at each location, rather than static rear-window reporting.
Fix the moments that decide the trip.
A journey spans booking, check-in, boarding, the cabin, and baggage claim. Any one broken moment can negatively affect all of it. Empower cabin crew and ground teams to respond faster, recover service issues, and deliver consistently better experiences across flights and airports.
- Measure experience across the full itinerary rather than one touchpoint at a time, including disruption and recovery.
- Analyze 100% of contact center calls and chats to find where passengers lose patience and where recovery works.
- Connect crew and ground team experience to passenger outcomes, because frontline strain shows up in the cabin.
Own the itinerary, not just one moment.
Multi-day itineraries generate a signal at every meal, excursion, and interaction. Guests decide whether to book again long before the trip ends. Enable onboard teams to resolve issues before guests disembark, deliver more personalized experiences, and scale improvements across your fleet to drive repeat bookings.
- Capture signal continuously across the itinerary instead of waiting for the post-trip questionnaire.
- Get issues to the team that can resolve them while the guest is still onboard.
- Publish and respond to reviews at scale so future guests can learn from the experiences of future travelers.
Protect guest trust at every touchpoint.
Protect guest trust at every touchpoint.
Travel brands trust Qualtrics with guest, loyalty, and payment-adjacent data across every market they operate in. We maintain the certifications your procurement, legal, and security teams require before a program goes live.
