CEO of TrustYou on AI Agents and Hotel CDPs

CEO of TrustYou on AI Agents and Hotel CDPs

From Hotel Tech Insider by HotelTechReport

December 29, 2025 · 28 min · Episode 71

About this episode

Ben Jost discusses the evolution of TrustYou and the impact of guest reviews on hotel pricing and communication strategies.

Guest reviews aren’t just social proof anymore—they’re quietly becoming the backbone of pricing power, AI-driven discovery, and automated guest communication. In this episode of Hotel Tech Insider , Ben Jost, Founder and CEO of TrustYou, shares how nearly two decades of working with the world’s largest hotel brands has shaped his view on where reputation management is headed next—and why many hoteliers are still underestimating its impact. Ben walks through TrustYou’s evolution from an early consumer review startup to the world’s leading guest feedback and reputation intelligence platform, including its acquisition by Recruit Holdings (Indeed, Glassdoor) and subsequent management buyout. That journey set the foundation for what TrustYou is building today: a unified platform that combines guest feedback, transactional data, and AI agents into a continuous, two-way conversation with guests across every channel. For experienced hoteliers, the insights are practical and sharp. Ben explains why even small improvements in review scores can directly unlock higher ADR, how reputation management has become the long-term counterpart to revenue management, and why up to 50% of a hotel’s…

People in this episode

Guest: Ben Jost

Topics covered

  • AI
  • reputation management
  • hotel technology
  • guest communication
  • data analytics

Keywords

  • guest feedback
  • reputation intelligence
  • AI agents
  • ADR
  • first-party surveys

Mentioned in this episode

Products: TrustYou

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