Searching for the ultimate guide to hotel management software? You’ve come to the right place. In this in-depth article, I’ll show you how Zonka Feedback can transform your guest experience strategy and streamline operations from front desk to back-office. By the end, you’ll know exactly why thousands of properties trust Zonka Feedback to capture real-time feedback and drive actionable improvements.

As a hotel professional, you face constant pressure to boost satisfaction, earn more positive reviews, and keep guests coming back. With over five years empowering hospitality teams worldwide, Zonka Feedback delivers AI-powered insights, customizable surveys, and seamless integrations that fit your existing systems. Ready to elevate your guest experience? Get Started with Zonka Feedback for Free Today and see the difference yourself.

What is Zonka Feedback?

Zonka Feedback is an AI-driven customer experience and feedback platform designed to simplify how hotels capture, analyze, and act on guest feedback. As a comprehensive hotel management software solution, it empowers you to design elegant surveys, deploy them across multiple channels—email, SMS, in-room tablets, kiosks—and turn insights into targeted actions that improve satisfaction, loyalty, and revenue.

Whether you manage a boutique inn, a large resort chain, or a multi-property group, Zonka Feedback centralizes feedback from every touchpoint and uses AI analytics to decode sentiment, identify key themes, and prioritize improvements. The result? You can close the feedback loop faster, delight guests, and cultivate brand advocates who rave about their stay.

Zonka Feedback Overview

Zonka Feedback was founded with a mission to transform hospitality by putting guest voice at the heart of decision-making. Over the past few years, it has grown from a nimble startup to a trusted CX platform serving thousands of properties across 50+ countries. Key milestones include launching AI sentiment analysis, introducing an intuitive workflow designer, and adding offline kiosk capabilities for on-premise surveys.

With an unwavering focus on ease of use, Zonka Feedback delivers enterprise-grade features—like case management, advanced reporting, and deep CRM integrations—while remaining accessible to small inns and independent B&Bs. The platform’s flexible pricing and modular add-ons ensure you only pay for what you need, making it the ideal choice for hotels of every size.

Pros and Cons

Pros:

1. AI-Driven Insights: Sentiment analysis, theme detection, and urgency routing help you focus on the most critical guest concerns.

2. Multi-Channel Feedback Collection: Email, SMS, in-app, web widgets, kiosks, and more ensure you capture feedback wherever guests interact with you.

3. Workflow Automation: Trigger surveys based on guest segments, automate alerts for dissatisfied guests, and close the feedback loop without manual intervention.

4. Customizable Surveys: Use AI-focused templates or build from scratch with a drag-and-drop designer. Multi-language support extends your reach to international guests.

5. Powerful Integrations: Connect seamlessly to PMS, CRM, helpdesk, and marketing tools—Salesforce, HubSpot, Zendesk, and 1,000+ via Zapier.

6. Offline & Kiosk Capabilities: Gather feedback on property premises even without internet, perfect for events, lobbies, and outdoor venues.

Cons:

1. Learning Curve for Advanced Workflows: While basic setup is straightforward, mastering complex automations may require time and training.

2. Add-On Costs: Certain advanced features (e.g., location-based insights, enterprise integrations) come as paid add-ons, which can increase total investment.

Features

Zonka Feedback packs all the essentials for a top-tier hotel management software experience. Here’s a closer look at its core capabilities:

AI Survey Builder

Design engaging surveys in minutes using AI-powered templates or expert-curated question libraries.

• Drag-and-drop survey designer with custom branding.
• Pre-built hospitality templates for post-stay, in-room, and event feedback.
• Automated question suggestions based on best practices.

Multi-Channel Feedback Collection

Reach guests at every stage of their journey—from booking confirmation to post-checkout.

• Email and SMS surveys triggered by PMS events.
• In-room tablets and kiosks for on-premise feedback.
• Web widgets and mobile SDK for mobile app feedback.

AI Analytics & Sentiment Detection

Extract meaningful insights from open-ended responses without manual tagging.

• Automatic sentiment scoring to gauge emotions.
• Theme and entity recognition to cluster feedback by topics.
• Urgency and intent routing to prioritize critical issues.

Workflow Designer & Automation

Create end-to-end feedback loops with zero manual intervention.

• Trigger personalized follow-ups based on responses.
• Assign tasks to front-desk, housekeeping, or maintenance teams.
• Send automated thank-you messages to promoters and resolve detractor concerns instantly.

Advanced Reporting & Dashboards

Visualize trends and drill down into performance by property, department, or guest segment.

• Real-time NPS, CSAT, and CES metrics.
• Location-based and agent-based reports for multi-property groups.
• Scheduled email reports and exportable dashboards.

Case Management & Collaborative Inbox

Centralize all guest communications, track issues, and ensure accountability.

• Ticket creation from survey responses.
• Internal notes, alerts, and escalation workflows.
• Email guests directly from the platform to close the loop.

Integrations & APIs

Sync data seamlessly with your existing tech stack.

• Native connectors for PMS and CRM systems.
• 1000+ integrations via Zapier.
• APIs and webhooks for custom workflows.

Zonka Feedback Pricing

Flexible plans cater to properties of every size. Choose the right tier based on response volume, user seats, and feature requirements.

Free Plan

Price: $0/month | Responses: 50/month | Users: 1

• Basic web, email, and link surveys.
• 3 active surveys with up to 10 questions each.
• AI template creation and core NPS, CSAT, CES metrics.

Starter Plan

Price: $79/month | Responses: 250/month | Users: 3

• Email, SMS, WhatsApp surveys and branding removal.
• Multi-language support and AI sentiment detection.
• 20+ native integrations and Zapier connectivity.

Growth Plan

Price: $299/month | Responses: 1,000/month | Users: 5

• Everything in Starter, plus in-app SDK and white-label domain.
• Advanced CX workflows, dynamic user segments.
• Case management and white-label email sending.

Enterprise Plan

Custom pricing | Custom responses | Custom users

• All Growth features plus SSO, HIPAA compliance, NDA options.
• Advanced AI themes and entity recognition.
• Dedicated success manager and historical data import.

Zonka Feedback Is Best For

Whether you run a single property or manage multiple brands, Zonka Feedback adapts to your unique needs.

Independent Hotels & B&Bs

Get up and running quickly with templates tailored for small teams. Capture guest sentiment and build loyal followings.

Resorts & Large Chains

Leverage advanced reporting and location-based insights to benchmark performance across properties and regions.

Event & Conference Centers

Use kiosks and offline surveys to collect real-time feedback from attendees and exhibitors, ensuring every event is a success.

Hospitality Groups & Management Companies

Centralize feedback from dozens—or hundreds—of properties into a single dashboard for enterprise-wide CX management.

Benefits of Using Zonka Feedback

Here’s how investing in a leading hotel management software like Zonka Feedback can transform your operations:

• Improve Guest Satisfaction: Act on real-time insights to resolve issues before they escalate and delight more guests.
• Boost Online Reviews: Engage promoters to leave positive feedback on TripAdvisor, Google, and OTAs.
• Increase Revenue: Identify upsell opportunities and streamline services based on guest preferences.
• Reduce Churn: Address detractor concerns quickly to prevent negative word-of-mouth.
• Empower Teams: Assign tasks and track resolutions seamlessly, improving accountability and efficiency.
• Data-Driven Decisions: Use AI analytics to prioritize improvements and justify investments in facilities and training.

Customer Support

Zonka Feedback’s support team is available 24/5 via live chat, email, and phone. Whether you’re troubleshooting a survey flow or setting up a complex workflow, expert guidance is always a click away.

All Enterprise customers receive a dedicated success manager who provides onboarding assistance, best-practice reviews, and monthly health checks to ensure you’re maximizing your ROI.

External Reviews and Ratings

On G2 and Capterra, Zonka Feedback maintains an average rating of 4.7 out of 5 stars, with users praising its intuitive interface and powerful AI analytics. Hoteliers frequently highlight the platform’s impact on boosting NPS scores and driving continuous improvement.

Some users note initial challenges in setting up advanced automations, but the responsive support team and comprehensive knowledge base address these quickly. Regular feature updates based on customer feedback ensure the platform keeps evolving.

Educational Resources and Community

Zonka Feedback offers a robust learning center, including:

• Step-by-step tutorials and video walkthroughs.
• Monthly webinars on CX best practices for hospitality.
• An active user community forum to share templates, workflows, and success stories.
• In-depth whitepapers and case studies showcasing how leading hotels achieve 5-star ratings.

Conclusion

Implementing the right hotel management software can be a game-changer for your property’s guest experience and bottom line. With its AI-driven insights, multi-channel feedback collection, and powerful automation, Zonka Feedback equips you to capture every guest voice, resolve issues proactively, and foster long-term loyalty. Experience the power of data-driven hospitality today—Get Started with Zonka Feedback for Free Today and transform how you manage feedback.