Sojern and HotelKey Launch Market Leading Real-Time Guest Feedback Integration During HITEC 2025

SAN FRANCISCO – Sojern, the leading digital marketing platform built for hospitality, and HotelKey, a leading next-generation Property Management System (PMS) provider, today announced the launch of a market-leading 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 take a leap forward 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. This is a uniquely powerful capability that allows hoteliers to act on insights in real time, creating seamless guest experiences and stronger returns. Baskar Manivannan, Vice President, Guest Engagement Platform, Sojern

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, personalized 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. 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. Sharee Brell, Red Roof’s SVP of Technology

As a PMS built for modern hospitality, we’re proud to partner with Sojern to bring cutting-edge capabilities to our customers. 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. Fareed Ahmad, CEO of HotelKey

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 traveler expectations. To meet with Sojern during the event, book a meeting.

About HotelKey

HotelKey was founded in 2015 and counts seven large enterprise chains among its clients, including Hilton, G6 Hospitality, Extended Stay America, Sonder, and Red Roof. HotelKey’s client portfolio includes more than 400,000 rooms live on their products and over 12,500 hotels under contract, including more than 800 independent hotels. In addition to its industry-leading PMS solution, HotelKey offers an enterprise-grade central reservations system, a point-of-sale system, event and activity management, and other products and services specifically designed for the hospitality industry.