Digital marketing platform for hospitality, Sojern, has partnered with and next-generation Property Management System (PMS) provider, HotelKey, to launch real-time guest feedback integration.
This native feature, built directly into the HotelKey PMS, enables hotels to collect and act on in-stay guest feedback in real time, marking a significant advancement in guest experience technology.
This new capability builds on the strategic partnership announced in April 2024, which integrated Sojern’s Guest Experience Solutions with HotelKey’s PMS to help hoteliers boost profitability and elevate the end-to-end guest journey.
Now, Sojern and HotelKey are forging ahead by delivering the hospitality industry’s unique native integration for capturing real-time guest feedback and ratings within the PMS environment.
This innovation modernises feedback loops, enabling hotels to move beyond reactive, post-stay surveys and offering a proactive, in-the-moment resolution model that no other platform currently offers.
“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,” said Baskar Manivannan, Vice President, Guest Engagement Platform, Sojern.
“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 deployed across properties, with expansion planned across HotelKey’s portfolio of over 16,000 hotels worldwide, including Red Roof.
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, personalised guest experience across both branded and independent hotels.
“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.”
“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.”
The announcement coincides with HITEC and HSMAI 2025, where both companies will showcase the new integration to industry leaders seeking smarter, connected solutions that meet today’s evolving traveller expectations.
