---
description: Review of HGEM Software: system overview, features, price and cost information. Get free demos and compare to similar programs.
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title: HGEM | Reviews, Pricing & Demos - SoftwareAdvice AU
---

Breadcrumb: [Home](/) > [Customer Experience Software](/directory/4574/customer-experience/software) > [HGEM](/software/511115/HGEM)

# HGEM

Canonical: https://www.softwareadvice.com.au/software/511115/HGEM

> If you run multiple hospitality venues and guest experience feels inconsistent, the problem usually isn't that you don't care. It's that you can't see what's happening across every site in real time.

HGEM solves this by combining operational audits with live guest feedback and online reviews in one place. Instead of logging into five different tools to piece together a picture, operators get a single view that shows exactly where standards are slipping, what guests are saying, and what needs attention first.

The AI layer is what makes this manageable at scale. Rather than reading thousands of guest comments manually, HGEM's AI finds the patterns, flags the issues and tells each venue what to act on. When a guest has a poor experience, recovery workflows trigger automatically so the response happens in hours, not weeks.

Results tie back to commercial outcomes. Operators track whether fixing a specific issue actually moved spend per head, return visits, or review scores. That feedback loop is what separates management from monitoring.

HGEM works with restaurant groups, hotel chains, pub companies and QSR brands across the UK and internationally. 20 years in hospitality means the platform understands sector-specific challenges that generic CX tools miss.
> 
> Verdict: Rated **5.0/5** by 2 users. Top-rated for **Likelihood to recommend**.

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## Quick Stats & Ratings

| Metric | Rating | Detail |
| **Overall** | **5.0/5** | 2 Reviews |
| Ease of Use | 4.0/5 | Based on overall reviews |
| Customer Support | 5.0/5 | Based on overall reviews |
| Value for Money | 5.0/5 | Based on overall reviews |
| Features | 4.0/5 | Based on overall reviews |
| Recommendation percentage | 100% | (10/10 Likelihood to recommend) |

## About the vendor

- **Company**: HGEM

## Commercial Context

- **Starting Price**: GBP 20.00
- **Pricing model**: Usage Based (Free Trial)
- **Pricing Details**: Products are priced per site per month. Mystery Guest audits are priced per audit.
- **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000
- **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Linux (Desktop), Chromebook (Desktop)
- **Supported Languages**: Arabic, Basque, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, European Portuguese, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Kazakh, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese
- **Available Countries**: Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium and 209 more

## Features

- AI Copilot
- API
- Access Controls/Permissions
- Alerts/Notifications
- Customer Segmentation
- Customisable Branding
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Visualization
- Email Management
- Engagement Tracking
- Feedback Management
- Generative AI
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Language
- NPS Survey Structure
- Negative Feedback Management
- Predictive Analytics

## Integrations (17 total)

- Airship
- Booking.com for Business
- Deliveroo
- Facebook Business Suite
- Fourth
- Freshdesk
- Google Marketing Platform
- Google My Business Pro Services
- Google My Business Review Manager
- ResDiary
- Sprout Social
- TOGGLE
- Trail
- Yapster
- Yext

... and 2 more integrations

## Support Options

- Email/Help Desk
- Knowledge Base
- Phone Support
- Chat

## Category

- [Customer Experience Software](https://www.softwareadvice.com.au/directory/4574/customer-experience/software)

## Reviews

### "A Bullseye for Guest Insights" — 5.0/5

> **Matthew** | *17 July 2026* | Hospitality | Recommendation rating: 10.0/10
> 
> **Pros**: HGEM provides a clear and accessible way of analysing guest feedback and identifying trends. The reporting is easy to navigate, and the ability to drill into comments and performance metrics helps support operational decision-making and continuous improvement across venues.
> 
> **Cons**: As someone who frequently works from an iPad, I find the mobile and tablet experience less user-friendly than the desktop version. Filters can be difficult to select, some reports require resizing or extra navigation to view properly, and analysing data on a smaller screen can be more time-consuming. Improvements to the mobile/iPad experience and overall responsiveness of the platform would make it much easier to access insights on the go.
> 
> Overall, my experience with HGEM has been positive. It is a useful tool for understanding guest sentiment, tracking performance, and identifying opportunities for improvement. The platform is user-friendly and provides valuable insights that help teams focus on delivering a better guest experience. The Hub by HGEM has become part of my morning ritual and routine and is an important part of our guest feedback process.

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### "A great relationship" — 5.0/5

> **Dan** | *21 July 2026* | Hospitality | Recommendation rating: 10.0/10
> 
> **Pros**: The personal support we receive, and how HGEM are always open to trying new developments and changes, we also appreciate their expert opinion.
> 
> **Cons**: The hub platform can be tricky to navigate sometimes, with it not always being obvious how i find a number that I need.
> 
> A really great 121 relationship we have with HGEM, I enjoy working with everyone there and they have really supported us on our customer experience journey.

## Links

- [View on SoftwareAdvice](https://www.softwareadvice.com.au/software/511115/HGEM)

## This page is available in the following languages

| Locale | URL |
| en | <https://www.softwareadvice.com/product/511115-HGEM/> |
| en-AU | <https://www.softwareadvice.com.au/software/511115/HGEM> |
| en-GB | <https://www.softwareadvice.co.uk/software/511115/HGEM> |
| en-IE | <https://www.softwareadvice.ie/software/511115/HGEM> |
| en-NZ | <https://www.softwareadvice.co.nz/software/511115/HGEM> |

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