14.10.2025
Great Hospitality Starts with Great Support – Level 2 Global Support Certification from HTR
Hoteza Earns Level 2 Global Support Certification from Hotel Tech Report — Strengthening Its Commitment to Exceptional Customer Experience
At Hoteza, we believe that great hospitality technology should feel as effortless as great hospitality itself.
Our mission is to build a super-service ecosystem, one where hotel teams experience the same comfort, clarity, and personalization behind the scenes that their guests enjoy at the front desk.
That’s why customer experience and customer support are at the heart of everything we do.
We continuously invest in tools, processes, and people that make our service faster, more innovative, and more intuitive, aligning with the latest global Customer Experience (CX) trends and setting new standards for digital excellence in hospitality.
Certified Excellence in Global Customer Support
This month, Hoteza achieved Level 2 Global Customer Support Certification (GCSC) from Hotel Tech Report, a global recognition that highlights our dedication to proactive service, transparent communication, and measurable customer success.
The certification program analyzes software vendors across four critical pillars: pre-emptive support, reactive support, customer success coaching, and customer validation — through a rigorous 34-point audit.
To earn certification, companies must open their internal systems for independent verification, demonstrating not just promises but proven results.
“Our approach to support is rooted in simplicity and partnership,” says Nikolay Beloshitsky, CEO of Hoteza. “By making our tools intuitive and our processes seamless, we enable hotel teams to focus less on administration and more on delivering exceptional guest experiences.”
A Customer-First Philosophy
Hoteza’s support philosophy is simple: hoteliers should have the same ease behind the scenes as their guests do at the front desk.
Our unified admin panel brings all Hoteza solutions together in one place — making daily operations faster and easier. Clear training, webinars, and interactive guides help staff master every tool independently, while our multilingual support team provides prompt, personal assistance whenever needed.
But excellent support goes beyond tools — it’s about people. Through Hoteza Club, quarterly webinars, and regional community events, we connect hoteliers worldwide to exchange ideas, best practices, and innovative ways to improve guest satisfaction.
Assessment Highlights
Rubric Score: 26/34
Certification Level: Level II
Customer Orientation: Customer Focused
Recommendation: Recommended
Support Team: 11 specialists led by Ekaterina Loseva (Head of Support) and Elena Golovina (Head of Customer Success)
Support Stack: Notion, Zoho Desk, Hotjar, YouTube, Zoom, Zoho CRM
NPS Score: 43.8 (above SaaS industry benchmark)
Average Support Rating: 4.5/5 from over 50 verified client reviews
Looking Ahead: The Next Chapter of Support Excellence
In the next six months, Hoteza will continue to expand its Customer Success framework:
Enhanced Learning Hub: New on-demand training and in-app guidance built into the admin panel.
Proactive Tools: Systems designed to detect and prevent issues before they become support tickets.
Growing Team: Expansion of support and success teams to meet global demand.
Community Initiatives: Three new Hoteza Club events, interactive webinars, and joint brainstorming sessions with clients ahead of the holiday season.
“Support for us is not only about tools — it’s about people,” adds Beloshitsky. “We want our clients to feel supported, inspired, and part of a global community shaping the future of hotel technology.”
About the Global Customer Support Certification (GCSC)
The Hotel Tech Report’s Global Support Certification provides independent insight into how hospitality technology providers manage customer success across four key pillars: pre-emptive support, reactive support, customer coaching, and client validation.
It helps hoteliers identify trustworthy technology partners who deliver not only innovation but also long-term, people-first service.
Experience customer support that feels like true partnership
👉 Get in touch with our team and see how Hoteza empowers hotels to deliver seamless guest experiences.
