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Customer Support FAQ's
Customer Support FAQ's

Answers to your frequently asked questions

Written by Stewart Taylor-McLaughlin
Updated over a week ago


Q: When is the support team available?

A: The Customer Support Team is available Monday through Friday from 09:00 to 17:00 CET. During this time all phone inquiries, chat functions and emails will be manned. Have your customer ID to hand when you contact us.

Q: How can I contact the support team out of hours?

A: During customer support’s off-hours, please send us a message to the following e-mail address: and we will get back to you as soon as we can

Q: I have forgotten my password

A: No worries! Just go to and click on "Forgot password" to receive a mail that will allow you to reset it.

Q: What languages do you support?

A: The support team will be able to be deal with all inquiries in the following languages:
- English
- French
- German
- Italian
- Polish
- Spanish


Q: Can I comment on reviews from external portals directly in the system?

A: You can comment directly on your reviews from Google,, and Facebook

Q: Can I integrate the reviews into my own website?

A: There are several options to integrate your reviews on your website. Your webmaster can contact us directly at to receive all the information.

Q: Can I get a bad review deleted?

A: Generally no, nevertheless exceptions may apply. Each request is assessed on a case-by-case basis, but typically any review including sexist, racist, homophobic language, addressing a member of the staff by name in a derogatory way, or a review that clearly does not refer to your establishment, is eligible for removal.

Q: When are the Customer Alliance reviews published?

A: Customer Alliance reviews will be published 72 h after being submitted. This will give you a reasonable margin to reach out to a customer if needed. For unpublished reviews, the exact publication time is provided under the customer data.

Q: When will my reviews be published on external portals?

A: That depends on the moderation processes of each portal. Once approved and published in the portal, it will be added to the Stream with the next automatic data refresh.

Q: Reviews from external portals are missing, what can I do?

A: You can refresh the data from external portals manually up to 3 times a day. To to do this, click on the green smiley on the upper right corner and select the option "Refresh data from portals". This should update the data in your Stream, however, if a review is still not visible, please contact us

Q: A review has been deleted from an external portal but still shows in my Stream. How can I remove it?

A: To remove a review from the stream that is not any longer on the external portal please contact us and provide us with a review ID

Q: Where can I see when exactly a review invitation was sent out?

A: To check when exactly the review invitation was sent out, go to the section Guests > List in the backend and click on the last column, Action > Message timeline, a pop-up will appear with detailed information about the review invitation

Q: Can I publish reviews from other portals on my certificate?

A: Only Customer Alliance reviews can be published on the certificate, as they are proprietary data. Nonetheless, in addition to CA reviews, we can include statistics from external portals regarding the overall average rate on these portals

Q: How can I dispute a negative review?

A: All ratings less than 60% are automatically considered a complaint and trigger the Dispute process. It is also possible to proactively initiate a dispute in the case of reviews with a rating above 60% through the option “Open dispute”. Once started, a processing time of 14 days begins, after which the dispute is closed and can not be reopened. You can send the guest a message through the “dispute process” tab. This will allow the guest to delete the review or replace it with a new one. If the guest decides to revoke the review, a note will show the review underneath the rating. The publishing date will still be visible, however, it will only appear in your Review stream and won’t be published.

Data/Platform management

Q: Where can I find my invoice?

A: You can find your invoice under Settings > General > Invoices tab > Manage subscriptions

Q: Can I create additional users?

A: To create new users, go to the top right of the platform in the user settings > User Management > Add. The new user will automatically receive a notification email with the login credentials.

Q: How can I add or update my competitor's list

A: Only Customer Alliance's support team can add or update your competitors' list, please contact us and we will do it for you!

Q: Which is the recommended setting for the distribution?

A: The distribution is at the core of your e-reputation strategy, contact us to talk about it so we can provide you the best advice and recommendations!

Q: Is it possible to prepare a personalized message for a group of guests

A: Only one same message can be sent to all your customers, however, if this group of customers shares a common departure date, you can edit the message for this time period and set it back afterwards.

Q: Can I use Customer Alliance to send a newsletter to the customers?

A: No, but you can increase the subscribers to your own by adding the predefined newsletter question to your survey. Customers opting in will receive a confirmation email, ensuring compliance with the General Data Protection Regulation (GDPR). Only data confirmed through this 2 step process will be added to the Newsletter section of your platform.

Q: Can I remove a customer from the invitation list?

A: You can block Individual email addresses or even complete domains in the section GUESTS > Blacklist. Guests who click the unsubscribe link in the invitation email will also be added to the blacklist automatically.

Q: Why can I not delete questions from the questionnaire

A: Once a question is answered by a guest, it can no longer be deleted. However, you can move it to the Inactive questions area to remove it from the survey.

Q: How is the comment rate calculated?

A: The Comment rate is simply how many reviews you have responded to expressed as a percentage of the total received. Each portal is calculated and displayed individually in the Dashboard.


Q: My interface has stopped working, what can I do?

A: You can quickly check the status of the interface and the latest data transfer in the Settings > General > Interface tab. If your problem needs further investigation, please contact us."

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