Medallia Concierge
Conversational support software
Guest messaging software
Hospitality software
Hotel software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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- Real estate and property management
- Arts, entertainment, and recreation
- Accommodation and food services
What is Medallia Concierge
Medallia Concierge is a hospitality-focused guest messaging and service request platform used by hotels and other lodging operators to communicate with guests across digital channels. It supports pre-stay, in-stay, and post-stay interactions, routing requests to hotel teams and tracking fulfillment. The product is typically used by front desk, concierge, guest services, and operations teams to reduce missed requests and improve response consistency. It is positioned as part of Medallia’s broader experience management portfolio, with emphasis on operationalizing guest conversations and service recovery workflows.
Hospitality-specific workflows
The product is designed around common hotel service scenarios such as amenity requests, housekeeping coordination, maintenance issues, and concierge questions. It supports structured request handling and internal task routing rather than only free-form chat. This hospitality orientation can reduce configuration effort compared with general-purpose conversational support tools.
Operational handoff and tracking
Medallia Concierge supports assigning, escalating, and tracking guest requests through completion, which helps teams manage accountability. This is useful for properties that need an auditable record of service recovery actions and response times. The workflow focus aligns with hotel operations where multiple departments contribute to resolving a single guest issue.
Fits Medallia ecosystem
For organizations already using Medallia, Concierge can align with broader experience management programs and operational processes. This can simplify vendor management and data governance compared with stitching together multiple point solutions. It also supports enterprise deployment patterns common in multi-property hospitality groups.
Less general-purpose flexibility
Because it is built for hospitality use cases, it may be less adaptable for non-hotel customer support scenarios than broader conversational support platforms. Teams seeking deep sales/marketing chat features or highly customizable conversational journeys may find gaps. Fit is strongest when the primary goal is guest service operations rather than lead capture.
Integration requirements vary
Hotels often require integrations with PMS, housekeeping/maintenance systems, and identity/SSO, and the effort can vary by property stack. Some integrations may require professional services or partner involvement depending on the environment. Buyers should validate specific connectors and implementation scope for their existing hotel systems.
Enterprise rollout complexity
Multi-property deployments typically require standardized workflows, templates, and governance across brands and regions. That can increase time-to-value compared with lightweight messaging tools used by a single location. Ongoing administration and change management may be needed to keep routing rules and service catalogs consistent.
Plan & Pricing
Pricing model: Hybrid — Experience Data Record (EDR) annual tiers (enterprise subscription; contact sales) + usage-based messaging add-ons.
Free tier/trial: Not clearly listed on public product pages. (See notes)
Example costs (from Medallia Concierge Terms & Conditions):
- SMS overage (per message, Exhibit A): United States – $0.04; Canada – $0.04; United Kingdom – $0.04; Germany – $0.09; France – $0.08; Australia – $0.06; (full country list in Terms Exhibit A).
- Additional messages (Exhibit B): Extra 1,000 messages per month – $35 per month.
Notes & implementation details:
- Medallia’s public pricing page indicates a proprietary Experience Data Record (EDR) annual tier model and directs prospects to "Talk to Sales" / contact sales for subscription pricing; no public per-plan prices or minimum subscription fee were published. (Medallia Pricing page.)
- The Medallia Concierge product page lists product features and has a "Request a Demo" flow; it does not publish list prices or self-serve plans.
- Specific messaging-related charges (overages and additional message bundles) are published in the Medallia Concierge Terms & Conditions (Exhibit A and Exhibit B), as summarized above.
Discount options: Enterprise/volume/commitment pricing is implied (contact sales) but no public discount schedule is listed.
Seller details
Medallia, Inc.
Pleasanton, CA, USA
2001
Private
https://www.medallia.com/
https://x.com/medallia
https://www.linkedin.com/company/medallia/
