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ReGuest meets Customer Alliance: Best Practice “Jordan’s Untermühle”
Integrate guest feedback processes into your communication
13.06.2025
Reputation management pays off for every hotel – and you can even integrate the feedback process into your communication 🔄. Hear directly from Niclas Jordan how to automatically collect feedback at the right time, increase the quantity and quality of reviews, and use them strategically.
🏨 About Jordan’s Untermühle
Jordan’s Untermühle is a family-run wellness hotel in Köngernheim, Rhineland-Palatinate (Germany). Located in a rural area in the renowned wine-growing region, the hotel blends the historic charm of a restored watermill with a high-quality spa, gourmet and yoga offering. With just 43 rooms, Jordan’s Untermühle focuses on quality over capacity – and on seamless guest communication that builds trust and increases guest loyalty in the long term.
🚩The challenge: proactive reputation management
How can guest reviews become more than something you passively acknowledge – how can you actively manage your reputation? Jordan’s Untermühle sets the example: with Re:Guest and Customer Alliance, feedback processes can be automated, smoothly integrated into guest communication and used strategically.
“My top priority is always that guests are included in systems that work quickly and partially automatically – matching their expectations – but still build trust”, says Niclas, who has been managing Jordan’s Untermühle for eight years.
✅ Niclas has found exactly these systems in Re:Guest and Customer Alliance.
The integration between Re:Guest and Customer Alliance also allowed him to trigger positive reviews on certain portals at the right moment and continuously fine-tune his strategy.
The setup is fast and uncomplicated 🛠️ – and it shows: Technology, of all things, can enhance the human touch and help us “listen better” 👂. Anyone who approaches reputation management smartly can relieve the team, gain insights from words, create connection from criticism, and visibility from praise – and hold the key to stronger guest loyalty in their hands.
How can guest reviews become more than something you passively acknowledge – how can you actively manage your reputation? Jordan’s Untermühle sets the example: with Re:Guest and Customer Alliance, feedback processes can be automated, smoothly integrated into guest communication and used strategically.
“My top priority is always that guests are included in systems that work quickly and partially automatically – matching their expectations – but still build trust”, says Niclas, who has been managing Jordan’s Untermühle for eight years.
✅ Niclas has found exactly these systems in Re:Guest and Customer Alliance.
1. Thanks to the integration with Customer Alliance 🔄, the feedback process is seamlessly embedded into Re:Guest’s post-stay communication. The message asking for feedback is sent in a familiar environment and at the perfect time – the emotional peak right after departure.“Re:Guest and Customer Alliance can increase the quantity of reviews, but we especially noticed an improvement in quality 💬. Reviews are deeper. If you give guests an attractive and easy way to leave feedback, you’ll also reach the ‘quietly satisfied’. And that’s exactly what we want: qualitative, high-value, in-depth reviews”, adds Niclas.
2. The message includes a link to the Customer Alliance form, which can be personalized depending on the hotel’s goals and needs.
3. Customer Alliance then offers clear analytics 📊 to better guide feedback, spread it across different platforms, evaluate it profitably and share it with the team.
The integration between Re:Guest and Customer Alliance also allowed him to trigger positive reviews on certain portals at the right moment and continuously fine-tune his strategy.
The setup is fast and uncomplicated 🛠️ – and it shows: Technology, of all things, can enhance the human touch and help us “listen better” 👂. Anyone who approaches reputation management smartly can relieve the team, gain insights from words, create connection from criticism, and visibility from praise – and hold the key to stronger guest loyalty in their hands.
Who is Re:Guest?
Re:Guest is the most advanced Hotel CRM on the market, featuring intelligent guest communication for sales and marketing. With the Sales Cycle, it taps into the full revenue potential of rooms and additional services at every stage of the guest journey. Thanks to its integrated messenger, WhatsApp communication, Ominchannel Inbox and personalized newsletters, guest communication is taken to a whole new level. With CR:IS, Re:Guest expands the reception team. The virtual employee with cognitive AI answers 100% of guest questions, guides them from inquiry to booking and continuously learns in the training center.
Who is Customer Alliance?
Customer Alliance is the comprehensive platform for Customer Experience Management, enabling companies to unlock the full potential of customer satisfaction. With automated touchpoints along the entire customer journey, feedback becomes measurable value. Thanks to automatic surveys, review management, AI-powered text analysis, and a central dashboard, Customer Alliance takes guest satisfaction and online reputation to the next level. The solution continuously analyzes quantitative and qualitative guest data, identifies patterns, and delivers actionable recommendations to improve service and operations – for hotels, clinics, car dealerships, and more.
Re:Guest is the most advanced Hotel CRM on the market, featuring intelligent guest communication for sales and marketing. With the Sales Cycle, it taps into the full revenue potential of rooms and additional services at every stage of the guest journey. Thanks to its integrated messenger, WhatsApp communication, Ominchannel Inbox and personalized newsletters, guest communication is taken to a whole new level. With CR:IS, Re:Guest expands the reception team. The virtual employee with cognitive AI answers 100% of guest questions, guides them from inquiry to booking and continuously learns in the training center.
Who is Customer Alliance?
Customer Alliance is the comprehensive platform for Customer Experience Management, enabling companies to unlock the full potential of customer satisfaction. With automated touchpoints along the entire customer journey, feedback becomes measurable value. Thanks to automatic surveys, review management, AI-powered text analysis, and a central dashboard, Customer Alliance takes guest satisfaction and online reputation to the next level. The solution continuously analyzes quantitative and qualitative guest data, identifies patterns, and delivers actionable recommendations to improve service and operations – for hotels, clinics, car dealerships, and more.
