Medallia for Hospitality

PMS, RevPAR, CRS, GDS, Folio… at Medallia, we know the hospitality, travel and leisure business. We help 8 of the world’s 10 largest hospitality companies improve their customer experience. With our comprehensive offering, you can think of us as your one-stop shop for guest satisfaction.

Our hospitality-specific functionality includes:

  • Integrated guest recovery across your customer organization, enabling your multiple points of guest contact — hotels, customer service departments, corporate headquarters — to collaborate in winning back the customer. Employees can manage guest cases from all sources (e.g., web surveys, online comment card, contact center) seamlessly from within the Medallia system.
  • Customized reporting for GMs, guest assistance, regional operations, and corporate executives. Medallia tailors web dashboards, work-flows and analysis modules to the unique information needs of different roles.
  • Social media and review site tracking and management alerts your property teams in real-time when new reviews post to popular sites and enables them to respond easily. Medallia Social Rivals shows you how you are doing in social media versus your local competition. Through Medallia Promote, you can also let survey respondents automatically post their responses as reviews on TripAdvisor and other sites.
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Meeting planner system.

Our feedback solution for group business, including large conventions, corporate meetings, and weddings, gives you detailed satisfaction information about all meeting planner touch points, enabling you to improve everything from the initial sale to the on-site contacts and event servicing.


Employee opinion.

We tailor our employee opinion tracking and analysis to the needs of hotels, including phone surveying for low-literacy employees, multilingual surveying for non-English speakers, and ongoing pulse surveying for high-turnover workforces.

Mobile access.

Hospitality teams typically do not sit behind computers. Medallia delivers actions and insights to your team anywhere on your property via our mobile application, and makes them relevant to every member of your team through our mobile role-based reporting.