Digital marketing platform Sojern has unveiled a real-time guest feedback integration in a partnership with HotelKey.
Incorporated into the HotelKey PMS [property management system], this native feature empowers hotels to gather and respond to guest feedback instantaneously during their stay.
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This move is an extension of the strategic collaboration formed last year, which saw the integration of guest experience solutions of Sojern with HotelKey’s PMS.
This aimed to assist hoteliers in increasing profitability and improving the entire guest stay experience.
The latest development marks an advancement by introducing the industry’s first native integration for capturing real-time guest feedback and ratings immediately within the PMS environment.
Sojern guest engagement platform vice-president Baskar Manivannan said: “Together with HotelKey, we’re not just enhancing the guest experience–we’re introducing an innovation that drives guest satisfaction through a two-way native integration for instant guest engagement, AI responses for real-time service at scale and timely alerts to address guest issues in the moment.
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By GlobalData“This is a uniquely powerful capability that allows hoteliers to act on insights in real time, creating seamless guest experiences and stronger returns.”
The technical integration is currently being rolled out across various properties, with plans to extend it to HotelKey’s extensive portfolio of more than 16,000 hotels worldwide, encompassing the Red Roof chain.
Red Roof technology senior vice-president Sharee Brell said: “The integration of HotelKey with Sojern holds great promise for Red Roof as we continue to invest in our business to create value for our franchisees and guests.”
Enabling access to in-stay feedback directly within the PMS, hotel staff can swiftly address service problems, thereby boosting operational efficiency and providing a tailored guest experience across both branded and independent hotels.
HotelKey CEO Fareed Ahmad said: “As a PMS built for modern hospitality, we’re proud to partner with Sojern to bring cutting-edge capabilities to our customers.
“This integration reflects our shared commitment to bringing industry-first innovations to market, empowering hoteliers with tools that drive both operational excellence and guest satisfaction.”
In November 2024, Sojern collaborated with hospitality management software provider Cloudbeds to offer hoteliers enhanced accuracy and tracking capabilities.
