Digital marketing hospitality platform Sojern and property management system provider HotelKey recently collaborated to launch a real-time guest feedback integration system earlier this summer.
This native feature—built directly into the HotelKey PMS—is designed to enable hotels to collect and act on in-stay guest feedback in real time, marking a significant advancement in guest experience technology, according to the company. This new capability builds on the strategic partnership created in April 2024, which integrated Sojern’s Guest Experience Solutions with HotelKey’s PMS.
“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,” Baskar Manivannan, VP, guest engagement platform, Sojern, said in a statement. “This is a uniquely powerful capability that allows hoteliers to act on insights in real time, creating seamless guest experiences and stronger returns.”
“As a PMS built for modern hospitality, we’re proud to partner with Sojern to bring cutting-edge capabilities to our customers,” said Fareed Ahmad, CEO of HotelKey. “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.”
By surfacing in-stay feedback in real time within the PMS, hotel staff can take immediate action on service issues, enhancing operational efficiency and delivering a more seamless, personalized guest experience across both branded and independent hotels, according to the company. The technical integration is currently being deployed across properties with expansion planned across HotelKey’s portfolio of over 16,000 hotels worldwide, including Red Roof, which touted the new technology platform.
“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,” said Sharee Brell, Red Roof’s SVP of technology. “Streamlining operations and delivering real-time guest feedback and connectivity through the PMS is smart technology, which we believe will result in better service and an elevated experience for all stakeholders.”