Looking to manage guest experiences better at your hotel? Finding the right CRM can be tricky, but it’s key to a smoother operation and happier guests. Choosing the best CRM software for hotels can streamline operations, boost marketing, and enhance guest loyalty.
In our guide, we’ll explore the top hotel CRM options that can transform your customer relations management. From user-friendly platforms to advanced data analysis tools, we’ll cover everything you need to make an informed decision for your hotel.
Let’s dive into what makes these CRM solutions the best in the business.
10 Best CRM for Hotels in 2024
- Revinate: Best for Guest Feedback Management
- Profitroom: Best for Direct Booking Optimization
- SHR Group: Best for Central Reservation Systems
- Hotel Cloud: Best for All-in-One Hotel Management
- Little Hotelier: Best for Small Hotels and B&Bs
- BookingWhizz: Best for Revenue Management
- Smart Host GmbH: Best for Automated Guest Communication
- Bookboost AB: Best for Guest Messaging and Engagement
- Hapi: Best for Data Integration
- Dailypoint: Best for Data-Driven Marketing
These CRM tools are designed specifically for the hospitality industry to help us enhance customer relationship management, ensuring better guest profiles, personalized experiences, and efficient marketing campaigns. From automating email marketing to segmenting guest data, these solutions offer a variety of features to help hoteliers streamline their operations and boost customer engagement.
Revinate
Revinate is highly regarded for its email marketing capabilities and focus on personalized guest experiences. This platform provides deep guest profiling, allowing hotels to tailor their marketing campaigns effectively. It also supports various add-ons, such as cancellation recovery and direct booking tools, to boost revenue.
Pros & Cons
- Excellent email marketing tools
- Strong guest profiling and segmentation
- Easy-to-use interface
- Detailed performance tracking
- Higher cost compared to some competitors
- Occasional technical issues
- Limited support for non-tech-savvy users
Our Experience
Using Revinate has significantly enhanced our marketing efforts. The email marketing tools are intuitive, enabling us to launch campaigns quickly and efficiently. The ability to create an unlimited number of templates helps us maintain consistent branding across all communications.
Moreover, the system’s deep segmentation allows us to target specific guest groups with personalized messages, increasing engagement and conversion rates.
However, we observed some technical glitches, such as delayed email sends or occasional downtime. The cost can also be a concern for smaller properties. Yet, the positives outweigh the negatives, especially with the valuable insights from the performance reports and guest profiles.
Integration with PMS systems gives us a holistic view of guest data, making it easier to enhance guest experiences.
Pricing Plan
Revinate offers a dynamic pricing structure based on the property’s size. For a precise estimate, hotels can enter their room count on the Revinate pricing page. Generally, the cost is aligned with industry standards for CRM tools, but it provides significant value through its advanced features.
The platform’s add-ons, such as cancellation recovery and direct booking tools, are included in some packages, offering extra functionality to maximize revenue.
Profitroom
Profitroom stands out for its comprehensive marketing automation capabilities and user-friendly interface that makes it easier for hotels to manage bookings and engage with guests.
Pros & Cons
- Highly effective marketing automation tools
- User-friendly interface
- Strong customer support
- High recommendation rate from users
- Integrates well with other hotel management software
- Higher cost compared to some competitors
- A learning curve for some advanced features
- Limited customization options in the basic plan
Our Experience
Our experience with Profitroom has been overwhelmingly positive. The platform’s marketing automation tools allowed us to create targeted email campaigns that increased guest engagement. We appreciate how easy it is to set up and manage these campaigns.
Customer support has consistently been prompt and helpful. Whenever we had issues or needed assistance, the support team was quick to guide us through. However, learning some of the more advanced features took some time.
We also noted that while the integration with other software was smooth, the basic plan lacked some customization, which might be limiting for smaller hotels.
Pricing Plan
Profitroom offers several pricing plans tailored to different needs:
- Basic Plan: $199/month
- Includes essential features like basic marketing automation, booking management, and guest communication tools.
- Professional Plan: $399/month
- Adds advanced marketing tools, more integration options, and enhanced customer support.
- Enterprise Plan: Custom pricing
- Suitable for large hotel chains, it includes all features plus dedicated account management and custom integrations.
Although the cost is higher than some competitors, the value provided by its feature set and excellent support makes it a worthwhile investment.
For more detailed information, you can check out Profitroom’s Marketing Automation Reviews on Hotel Tech Report.
SHR Group
SHR Group offers a comprehensive CRM solution designed to enhance hotel-guest relationships through smart engagement and loyalty features.
Pros & Cons
- Excellent customer service
- Strong profile management capabilities
- Comprehensive loyalty programs
- Automation for email campaigns and upsell features
- Effective segmentation for personalized marketing
- Some user interface improvements are needed
- Occasional developmental delays
Our Experience
We found SHR Group’s CRM platform to be a reliable tool for managing guest relationships. The system’s profile management capabilities allowed us to store and analyze guest data efficiently.
This data helped us segment our audience and deliver targeted email campaigns, which led to better engagement and increased revenue.
The loyalty programs are customizable. We could choose between points-based systems and tiered rewards, tailoring them to fit our guests’ preferences. The guest portal added convenience, making it easier for guests to access their information and rewards.
However, there were some areas for improvement. The user interface, while functional, could be more intuitive. Additionally, there have been occasional delays in software updates, likely due to recent mergers within the company.
Despite these hiccups, the overall performance and exceptional customer service make it a worthwhile investment.
Pricing Plan
SHR Group does not publicly list its pricing, preferring to provide quotes based on individual hotel needs. This often allows for flexibility in pricing, depending on the size and specific requirements of a property.
To get an estimate, hotels can input their room count on the SHR website. Here are some examples of room categories for which you can request a quote:
- X-Small: 1-9 rooms
- Small: 10-24 rooms
- Medium: 25-74 rooms
- Large: 75-199 rooms
- X-Large: 200+ rooms
For a tailored price estimate, we recommend visiting SHR Group’s pricing page. There, you can get an instant quote based on your hotel’s specifications.
Hotel Cloud
Hotel Cloud offers personalized email marketing, real-time data insights, and easy integration with property management systems.
Pros & Cons
- Simple drag-and-drop email creation
- Highly personalized email templates
- Advanced email reporting with smart PMS connection
- Automated email campaigns
- Real-time analytics and updates
- Limited case studies and success stories
- Requires a request for pricing details
- Some users suggest feature enhancements like PDF exports or email alerts
Our Experience
We found Hotel Cloud to be highly intuitive and efficient. The drag-and-drop feature for email creation is user-friendly, making it easy to design tailored messages. The ability to automate email campaigns significantly saves time, letting us focus on other areas.
Integration with the property management system allows us to see exactly how our campaigns perform, right down to booking details. This level of insight is valuable for enhancing our strategies.
However, the platform lacks public case studies, which makes it harder to gauge its success across different hotel types. Despite this, hoteliers’ feedback has been positive, especially praising the system’s real-time updates and comprehensive data analysis.
Pricing Plan
The pricing for Hotel Cloud is flexible and based on the size of your property. Here’s a breakdown:
| Property Size | Estimated Monthly Cost |
|---|---|
| X-Small (1-9 rooms) | Pricing on request |
| Small (10-24 rooms) | Pricing on request |
| Medium (25-74 rooms) | Pricing on request |
| Large (75-199 rooms) | Pricing on request |
| X-Large (200+ rooms) | Pricing on request |
To get a precise quote, you need to contact Hotel Cloud directly with your hotel’s room count and specific needs. This customization implies that they may offer competitive pricing tailored to each client.
Little Hotelier
Little Hotelier provides an all-in-one solution specifically designed for small hotels. It offers property management systems that streamline reservations and manage guest information efficiently.
Pros & Cons
- All-in-one solution
- Easy to use
- Cloud-based
- Ideal for small properties
- Limited third-party integrations
- Lacks advanced CRM features
- Struggles with handling multiple currencies
Our Experience
Using Little Hotelier has been a mix of convenience and limitations. The platform’s user-friendly interface makes managing reservations and guest information a breeze.
One feature we appreciate is its cloud-based access. It simplifies tasks such as updating contact information and managing bookings from anywhere.
On the downside, the lack of integrations with other software like Freshsales can be frustrating. The platform doesn’t include some advanced CRM features, which may deter larger properties. Also, handling transactions in multiple currencies remains an issue we’ve had to work around.
Overall, it’s best suited for small hotels looking for an all-in-one, straightforward solution.
Pricing Plan
Little Hotelier offers several pricing plans tailored to different needs:
- Monthly Plan: $99 per month
- Annual Plan: $89 per month (billed annually)
- Two-Year Plan: $79 per month (billed bi-annually)
Each plan includes core functionalities like property management systems, online booking, and guest data management. For those requiring additional features like advanced reporting, higher-end packages may be more suitable.
Pricing details can be found on their official website.
BookingWhizz
BookingWhizz offers hotels a comprehensive CRM and loyalty system. It has features like WhatsApp integration, automated guest feedback, and a booking engine. This platform is designed to enhance customer engagement and streamline hotel operations.
Pros & Cons
- Comprehensive CRM functionalities
- High open rate with WhatsApp integration
- Automated guest journeys (pre-stay, in-stay, post-stay)
- Effective upselling tools
- Loyalty programs with tiered memberships
- Seamless integration with over 100 PMS systems
- 24/7 multilingual chatbot support
- Limited performance reporting features
- The user interface could be improved
- Mobile app needs development
- No reviews confirming operation in Switzerland
Our Experience
We found BookingWhizz to be a highly efficient CRM tool. Its integration with WhatsApp, thanks to its impressive open rates, significantly boosted our customer engagement. The platform made it easy for us to automate communications at various touchpoints of the guest journey.
Using the loyalty program, we were able to maintain and grow our loyal customer base. The tiered membership model and external redemption partners were particularly effective.
The 24/7 chatbot support reduced the workload on our front desk staff, allowing them to focus on more complex tasks.
That said, reporting features and the user interface leave room for improvement. The current UI feels outdated and could be more intuitive. We also noticed the mobile app lacks some functionalities, making on-the-go management challenging.
Pricing Plan
BookingWhizz offers a pricing structure based on property size:
- X-Small (1-9 rooms): Entry-level pricing designed for small properties
- Small (10-24 rooms): Budget-friendly plans with essential features
- Medium (25-74 rooms): Mid-range pricing with more advanced functionalities
- Large (75-199 rooms): Comprehensive plans with premium options
- X-Large (200+ rooms): High-volume plans with custom pricing
These pricing plans are below average compared to similar products, making them cost-effective for smaller properties and simpler use cases. For an accurate price estimate, hotels can enter their room count on the BookingWhizz website.
Smart Host GmbH
Smart Host GmbH is known for its CRM capabilities specifically for hotels. It specializes in managing guest communications with automation tools that ensure personalized interactions and effective use of guest data.
Pros & Cons
- Effective automation tools
- Comprehensive guest profiles
- Seamless PMS integration
- Targeted email campaigns
- User-friendly interface
- Limited customization options for some features
- Initial setup can be time-consuming
Our Experience
In our experience, Smart Host GmbH truly excels at managing customer interactions. Its PMS integration allows us to handle all communications from a single platform, significantly streamlining our workflow.
The intelligent guest profiles inform us about our guests’ preferences and interactions, enabling personalized communication.
Another standout feature is the drag-and-drop newsletter builder. It simplifies creating newsletters and ensures they maintain our brand’s design.
However, we found the initial setup a bit time-consuming, particularly when customizing guest segments. Despite this, once set up, the system runs smoothly and requires minimal maintenance effort.
Pricing Plan
Smart Host GmbH offers various pricing plans based on the number of rooms in your hotel. Here’s a summary:
- X-Small (1-9 rooms): Custom pricing
- Small (10-24 rooms): Custom pricing
- Medium (25-74 rooms): Custom pricing
- Large (75-199 rooms): Custom pricing
- X-Large (200+ rooms): Custom pricing
Hotels can enter their room count on the Smart Host pricing page for an accurate estimate. This feature ensures that pricing is tailored to each hotel’s specific needs and size.
Bookboost AB
Bookboost AB provides a flexible CRM solution designed for hotels. It enhances communication and engagement through personalized and automated messages. It offers a unified inbox, advanced targeting, and data insights to improve customer service and support.
Pros & Cons
- Unified communication across multiple channels
- Advanced segmentation and targeting
- Automation of routine tasks
- Visual and clear mapping of guest journeys
- Comprehensive data insights
- It may require an initial setup time
- Some features are premium add-ons
- Potential learning curve for smaller teams
Our Experience
Using Bookboost AB has been transformative for our hotel operations. The unified inbox has streamlined our communication, ensuring that no guest inquiry goes unnoticed.
We’ve seen a marked improvement in guest engagement, as messages are targeted and personalized based on detailed segmentation.
Automation has significantly reduced our manual tasks. Pre-arrival messages, booking confirmations, and post-stay follow-ups are all automated, saving us time and reducing errors. The data insights provided have helped us better understand our guests and tailor our offerings to their preferences.
However, we did face a learning curve during the initial setup, especially with advanced features. The premium add-ons, while valuable, add to the overall cost. Despite these minor hitches, the support from Bookboost’s team has been prompt and helpful, making the transition smoother.
Pricing Plan
Bookboost AB offers pricing tailored to the size of your hotel. The prices are competitive and align with industry standards, making them accessible to hotels of various sizes.
- X-Small (1-9 rooms): Request a quote
- Small (10-24 rooms): Request a quote
- Medium (25-74 rooms): Request a quote
- Large (75-199 rooms): Request a quote
- X-Large (200+ rooms): Request a quote
You can enter your room count on their website for an instant price estimate, making it easy to understand the cost implications. The flexibility in pricing ensures that hotels, big or small, can leverage the benefits of this powerful CRM without straining their budgets.
Hapi
Hapi Cloud offers powerful data streaming and integration solutions specifically for the hospitality industry, focusing on enhancing customer relationship management (CRM) and personalization through its Salesforce connector.
Pros & Cons
- Seamless integration with Salesforce
- Real-time data streaming
- Comprehensive guest profiles and preferences
- It can be complex for beginners
- Not ideal for smaller businesses
- Higher pricing compared to some competitors
Our Experience
We’ve used Hapi Cloud extensively, and the integration with Salesforce is smooth and effective. It provides detailed guest profiles, which are valuable for personalizing customer experiences.
The real-time data streaming feature ensures that information is always up-to-date, which is essential for prompt customer service.
However, setting up Hapi can be complicated if you lack technical know-how. It’s not as straightforward as some other platforms like HubSpot. This could be a challenge for smaller hotels without dedicated IT resources.
The overall functionality surpasses many other options, but it requires a learning curve and an investment in time and money.
Pricing Plan
Hapi Cloud pricing tends to be higher, reflecting the advanced features it offers. Detailed pricing information is available upon request through their official website.
While it’s a substantial investment, what you get in return—data accuracy, integration capabilities, and CRM enhancements—can justify the cost for larger hotels seeking comprehensive solutions.
In contrast, for hotels requiring simpler solutions, other tools like HubSpot or Bookboost AB might be more cost-effective choices. This tiered pricing ensures that hotels at different growth stages can benefit according to their needs and budgets.
Dailypoint
Dailypoint is a leading customer relationship management platform designed specifically for the hospitality industry. It helps hotels consolidate data, create comprehensive guest profiles, and deliver personalized experiences.
Pros & Cons
- Central Data Management
- Data Cleaning Processes
- Comprehensive Guest Profiles
- Loyalty and Voucher Systems
- Complex Setup
- Higher Learning Curve
Our Experience
Using Dailypoint has been a game-changer for us. The platform’s ability to consolidate data from various sources like PMS, POS, and Wi-Fi into a single guest profile is impressive. This feature alone has streamlined our operations significantly.
We were also impressed by the data cleaning processes, which ensure the information we gather is accurate and actionable.
On the downside, setting up Dailypoint required a significant time investment. The learning curve was steep, and it took our staff a while to become proficient with all the features.
However, once the setup was complete, the benefits far outweighed the initial challenges. The loyalty and voucher systems have been particularly useful in driving direct referrals and marketing efforts.
Pricing Plan
Dailypoint offers several pricing plans to fit different needs. While specific pricing details are not publicly available, it’s common for platforms like Dailypoint to offer custom quotes based on a hotel’s size and needs.
These plans may generally include basic, professional, and enterprise levels, providing different tiers of features and support.
For the most accurate pricing information, we recommend contacting Dailypoint directly. This will ensure you get a plan tailored to your specific needs and budget.
Frequently asked questions
Do hotels use CRM software?
Yes, hotels use CRM software to manage guest data, improve customer service, and streamline operations. It helps collect and analyze guest information to personalize services and improve guest satisfaction.
How does CRM software improve guest experience in hotels?
CRM software enhances the guest experience by personalizing communications, offering tailored promotions, and addressing specific preferences. It also helps in efficiently managing guest feedback and requests, leading to higher satisfaction and loyalty.
What CRM does Marriott use?
Marriott uses Salesforce as its CRM platform. Salesforce helps Marriott consolidate guest information, manage communications, and personalize marketing efforts to improve guest engagement.
What CRM does Hilton use?
Hilton has integrated its operations with Salesforce for efficient guest management. This system helps Hilton track guest preferences and customization needs, improving overall service quality and guest retention.
What are the 3 essential components of hotel CRM?
1. Guest Information Management: Collecting and organizing guest data for personalized services.
2. Communication Tools: Ensuring effective and timely communication with guests.
3. Analytics: Providing insights into guest behaviors and preferences to improve service offerings.
What are the benefits of using CRM software specifically designed for hotel sales?
CRM software tailored for hotel sales helps in capturing leads, managing reservations, and improving conversion rates. It streamlines the sales process, enhances team collaboration, and provides valuable insights into sales performance and trends.