23 Best Hotel CRM Software Reviewed In 2024
Best Hotel CRM Software Shortlist
Here’s my shortlist of the best Hotel CRM Software:
Our one-on-one guidance will help you find the perfect fit.
Hotel CRM Software is a valuable asset for any company. It allows hotels to provide tailored services and anticipate guest needs, resulting in a more personalized and memorable stay. However, finding the right Hotel CRM Software can be a challenge, especially with so many options available.
Using my experience with Revenue Operations software, I tested and compared several of the top Hotel CRM Software available. From there, I compiled my results into in-depth reviews to help you find the best software for your unique needs. I’m confident you will discover your next Hotel CRM Software in the list below.
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Best Hotel CRM Software Summary
This comparison chart summarizes pricing details for my top CRM software selections to help you find the best software for your budget and business needs.
| Tools | Price | |
|---|---|---|
| ResNexus | From $60/user/month | Website |
| Maestro PMS | Pricing upon request | Website |
| UpsellGuru | Pricing upon request | Website |
| For-Sight | From $150/user/month (billed annually) | Website |
| Guestline | Pricing upon request | Website |
| Amadeus Hospitality | Pricing upon request | Website |
| Salesforce Financial Services Cloud | From $25/user/month (billed annually) | Website |
| Bookassist | Pricing upon request | Website |
| Hoteliga | From $30/user/month (min 3 seats) | Website |
| Cendyn | Pricing upon request | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareHow to Choose Hotel CRM Software
It’s easy to get bogged down in long feature lists and complex pricing structures. To help you stay focused as you work through your unique software selection process, here’s a checklist of factors to keep in mind:
| Factor | What to Consider |
| Scalability | Will this software grow with your business? |
| Integrations | Does it integrate with your existing tools? |
| Customizability | Can you tailor it to fit your specific needs? |
| Ease of Use | Is it user-friendly for your team? |
| Budget | Does it fit within your financial plan? |
| Security Safeguards | How robust are the security features? |
| Support | What kind of customer support is offered? |
| Reporting | Does it provide the insights you need? |
Best Hotel CRM Software Reviews
Below are my detailed summaries of the best Hotel CRM software that made it onto my shortlist. My reviews offer a detailed look at the key features, pros & cons, integrations, and ideal use cases of each tool to help you find the best one for you.
ResNexus is a hospitality management software designed for various types of accommodations such as hotels, campgrounds, bed and breakfasts, and vacation rentals. It integrates booking engines, website design, payment processing, and customer support to streamline management processes.
Why I picked ResNexus: This software provides a unified platform with features like automatic door locks and travel protection through Worry-Free Bookings™, enhancing guest convenience. The property management system helps prevent double bookings and simplifies reservation management. Its channel manager allows you to efficiently manage rates and availability on major online travel agencies. Additionally, custom SEO-optimized websites and secure payment processing further support your operational needs.
Standout features & integrations:
Features include automatic Wi-Fi door locks, Worry-Free Bookings™ for travel protection, and custom SEO-optimized website design. The integrated channel manager helps you manage rates and availability across major OTAs. Secure payment processing ensures your transactions are safe.
Integrations include Airbnb, Booking.com, Expedia, Google, Hotels.com, Priceline, TripAdvisor, VRBO, and Yelp.
Pros and cons
Pros:
- SEO-optimized websites
- Revenue management tools
- Automatic door locks
Cons:
- Limited custom reporting
- Steep learning curve
Maestro PMS is a property management software designed to help hospitality businesses manage their front desk operations efficiently. It primarily serves hotels, resorts, and multi-property organizations, providing tools for reservation management, guest profiles, and front desk operations.
Why I picked Maestro PMS: Maestro PMS excels in multi-property management, making it easier for your team to handle operations across several locations from a single platform. It offers centralized control, allowing you to manage reservations, guest profiles, and inventory for all properties in one place. Maestro PMS also provides advanced reporting tools, helping you track key metrics across multiple sites. Its customizability ensures the platform fits the specific needs of each property, giving you flexibility while maintaining consistency across the board.
Standout features & integrations:
Features include mobile and contact-free engagement, automated guest communications, and customizable guest profiles. Your team can efficiently manage multiple properties with a single image database. Extensive reporting tools support data-driven decision-making and customer journey insights.
Integrations include Springer-Miller Systems, Agilysys, Oracle Opera, Micros Fidelio, SynXis, iHotelier, TravelClick, OpenTable, Shift4 Payments, Elavon, Merchant Link, VENZA, Knowland, Cendyn, and Guestline.
Pros and cons
Pros:
- Cloud-hosted or on-premise
- Automated communications
- Multi-property management
Cons:
- Learning curve
- Complexity in setup
UpsellGuru is a CRM software designed to help companies generate leads, drive an effective sales process, and unlock upselling opportunities from existing clients. It primarily serves B2B companies looking to enhance their sales and marketing efforts.
Why I picked UpsellGuru: UpsellGuru offers a unique combination of CRM and marketing automation features tailored to B2B needs. It provides users with access to an extensive database of companies, helping them discover new business opportunities. The platform's intelligent lead recommendations and sales forecasting tools assist in driving an effective sales process. Additionally, Upsel0Gurul helps grow existing customer relationships by identifying upsell opportunities and tracking sales performance.
Standout features & integrations:
Features include intelligent lead recommendations, sales forecasting, and access to a comprehensive company database. You can also grow your existing customer relationships with detailed insights and track your sales performance effectively.
Integrations include Google Calendar, Microsoft 365, HubSpot, Mailchimp, Slack, Zapier, Shopify, Stripe, QuickBooks, and Xero.
Pros and cons
Pros:
- Detailed sales insights
- Comprehensive company database
- Intelligent lead recommendations
Cons:
- Requires technical knowledge
- Limited customization options
For-Sight is a hospitality-focused CRM system designed to enhance guest communication and marketing efforts for hotels. It provides tools for managing guest data, visualizing performance, and executing email marketing campaigns.
Why I picked For-Sight: With For-Sight, you can personalize guest experiences and boost direct revenue through its CRM platform that centralizes guest data. The reporting suite helps you visualize key metrics and make informed decisions. Its campaign management services enable you to run effective email marketing campaigns, fostering guest loyalty. Additionally, For-Sight offers resources like blogs and case studies to help you optimize your marketing strategies.
Standout features & integrations:
Features include a CRM platform for managing guest data, a reporting suite for visualizing performance, and campaign management services for email marketing. You can personalize guest experiences and boost direct revenue. The platform also provides resources like blogs and case studies to help you optimize your marketing strategies.
Integrations include RMS, Mews, Guestline, RoomRaccoon, Apaleo, Opera, Protel, Cloudbeds, Maestro, and StayNTouch.
Pros and cons
Pros:
- Email campaign management
- Performance visualization
- Centralized guest data
Cons:
- Feature-rich complexity
- Requires data integration
Guestline is a cloud-based Property Management System (PMS) designed for hotels, enabling efficient management of bookings, payments, and overall hotel operations. It supports independent hotels, hotel groups, and serviced apartments by providing tools for digital registration, payment processing, and real-time rate and availability updates.
Why I picked Guestline: Guestline's Rezlynx PMS automates routine tasks to make your daily operations smoother and more efficient. It includes features for real-time rate and availability management, support for guest payments, and housekeeping management. Your team will benefit from automated invoicing and maintenance tracking, ensuring timely task completion. The system also supports customizable user interfaces, making it easy for staff to use.
Standout features & integrations:
Features include real-time rate and availability management, housekeeping and maintenance tracking, and automated guest payments. Your team will find automated invoicing at check-out highly efficient. The system is also PCI and GDPR-compliant, ensuring secure operations.
Integrations include OTAs, GDS, GuestPay, GuestVoucher, Siteminder, Mews, Zonal, GuestRevu, Revinate, RoomRaccoon, Kipsu, OpenTable, Zonal RMS, Avvio, and Hoist Group.
Pros and cons
Pros:
- PCI and GDPR-compliant
- Customizable user interfaces
- Real-time rate updates
Cons:
- Dependent on stable internet connection
- Can be complex to set up
Amadeus provides a suite of solutions designed to enhance guest experiences and optimize hotel operations. Its primary users are hotels and other hospitality businesses seeking to improve profitability and customer retention.
Why I picked Amadeus: Amadeus offers a range of tools including business intelligence, digital media, and guest management. You can use their technology to gain insights that help attract and retain customers while boosting profitability. Their solutions also support the entire travel journey, from planning to post-stay feedback, ensuring a comprehensive approach to hospitality management.
Standout features & integrations:
Features include tools for business intelligence, digital media management, and service optimization. You can use these features to gain insights, manage digital marketing, and improve service delivery, enhancing both operational efficiency and guest satisfaction.
Integrations include distribution systems, reservations platforms, customer relationship management tools, and property management systems.
Pros and cons
Pros:
- Integrates technology and insights
- Supports entire travel journey
- Enhances guest experiences
Cons:
- Requires some technical knowledge
- Can be complex to implement
Salesforce provides a specialized CRM solution for the travel, hospitality, and transportation sectors, focusing on enhancing customer experiences and promoting business growth. This platform uses real-time data, automation, and AI to personalize guest experiences and streamline operations.
Why I picked Salesforce: Salesforce focuses its features on helping hotels drive growth. Its ability to leverage real-time data and AI helps deliver personalized guest experiences and optimize logistics. Additionally, Salesforce provides extensive resources and support to ensure successful implementation and maximize ROI. The platform is designed to cater to both large enterprises and small to medium-sized businesses, offering scalability and flexibility.
Standout features & integrations:
Features include real-time data analytics, automation for operational efficiency, and AI-driven personalization to enhance guest experiences. Your team can leverage these tools to improve customer satisfaction and increase marketing ROI.
Integrations include Tableau, MuleSoft, Heroku, Salesforce Einstein, Quip, Salesforce CPQ, Pardot, Marketing Cloud, Commerce Cloud, and Service Cloud.
Pros and cons
Pros:
- Customizable workflows
- Real-time analytics
- Scalable for any business size
Cons:
- Complex customization options
- Requires technical expertise
Bookassist is a direct booking solution provider for hotels, focusing on increasing direct bookings and revenue. Its main user base includes hotel owners and managers looking to enhance their direct booking capabilities and reduce reliance on OTAs.
Why I picked Bookassist: You can use Bookassist to improve your hotel's direct booking strategy, leading to higher profit margins and stronger guest relationships. It offers a booking engine, digital marketing, web design, and data intelligence services. These tools help you attract more direct bookings and balance your direct and indirect booking channels. With a global presence and a focus on innovation, it supports thousands of hotels in boosting their revenue through direct bookings.
Standout features & integrations:
Features include a booking engine that optimizes direct bookings, digital marketing services that drive traffic to your site, and data intelligence tools for actionable insights. You can also benefit from their award-winning web design.
Integrations include Google Hotel Ads, TripAdvisor, Trivago, Facebook, Instagram, Google Analytics, Google Tag Manager, Mailchimp, and Salesforce.
Pros and cons
Pros:
- Built-in customer experience and marketing features
- Global presence
- High profit margins
Cons:
- Learning curve for new users
- Dependence on digital marketing
Hoteliga is an all-in-one cloud solution designed for property management, offering a user-friendly interface that simplifies hotel management tasks. Its primary user base includes hoteliers and property managers looking for reliable tools to manage their properties efficiently.
Why I picked Hoteliga: This platform offers a Property Management System (PMS), Channel Manager, and Booking Engine, all accessible from any device. It supports multiple languages and currencies, making it adaptable for global users. Regular updates based on user feedback ensure continuous improvement. The responsive support team is available to assist you quickly.
Standout features & integrations:
Features include a property management system, channel manager, and booking engine. You can manage your properties from any device, and the platform supports multiple languages and currencies. Regular updates based on user feedback ensure continuous improvement.
Integrations include Stripe, PayPal, Booking.com, Expedia, Airbnb, Agoda, TripAdvisor, Google Hotel Ads, and Hotelbeds.
Pros and cons
Pros:
- Multilingual support
- Accessible from any device
- User-friendly interface
Cons:
- Basic reporting tools
- Limited customization
Cendyn is a technology company that aims to enhance hotel profitability and guest loyalty through various solutions including digital marketing, booking engines, CRM systems, and loyalty programs. Their main user base includes hoteliers looking to create personalized guest experiences and drive direct bookings.
Why I picked Cendyn: Cendyn aims to help your team find, book, and grow your hotel's business through their tailored guest experiences. Their CRM and loyalty programs foster long-term relationships with guests, which boosts profitability. Personalized marketing campaigns and booking engines drive direct bookings, reducing reliance on third-party platforms. Their platform's recent innovations, like the Learning Center, further support your hotel's growth.
Standout features & integrations:
Features include personalized marketing campaigns, advanced CRM systems, and integrated booking engines. Your team can use these tools to create tailored guest experiences, leading to higher direct bookings. The loyalty programs help you build lasting relationships with your guests.
Integrations include SiteMinder, Google Analytics, Salesforce, Oracle Opera, Microsoft Dynamics 365, Mailchimp, TripAdvisor, Revinate, and Expedia.
Pros and cons
Pros:
- Integrated booking engines
- Advanced CRM features
- Tailored marketing campaigns
Cons:
- Initial setup complexity
- Learning curve
Other Hotel CRM Software
Here are some additional CRM Software options for the hotel and hospitality industry that didn’t make it onto my shortlist, but are still worth checking out:
- Revinate
Best for guest feedback collection
- Cloudbeds
Best for unified guest experience platform
- HubSpot CRM
Best for integrated marketing efforts
- Little Hotelier
Best for small properties under 10 rooms
- eZee Absolute
Best for commission-free bookings
- Oracle Hospitality OPERA Cloud
Best for real-time operational insights
- RMS Cloud
Best for enterprise-enabled architecture
- Protel
Best for integrated payment solutions
- Freshworks CRM for Hospitality
Best for automated guest communication
- Mews
Best for extensive API integrations
- Hotelogix
Best for multi-property management
- RoomRaccoon
Best for boutique hotels with 10-100 rooms
- Guestline CRM
Best for personalized guest experiences
Hotel CRM Software Selection Criteria
When selecting the best Hotel CRM Software to include in this list, I considered common buyer needs and pain points like improving guest communication and managing booking data efficiently. I also used the following framework to keep my evaluation structured and fair:
Core Functionality (25% of total weighting score)
To be considered for inclusion in this list, each solution had to fulfill these common use cases:
- Manage guest profiles
- Contact management including bookings and reservations
- Automate marketing campaigns
- Track guest interactions
- Generate performance reports
Additional Standout Features (25% of total weighting score)
To help further narrow down the competition, I also looked for unique features, such as:
- Real-time social listening
- Predictive analytics for guest behavior
- Customizable guest feedback forms
- Integration with property management systems
- Automated upsell suggestions
- Marketing segmentation and targeting
- Sales management
- Additional communication features such as SMS
Usability (10% of total weighting score)
To get a sense of the usability of each system, I considered the following:
- Intuitive user interface
- Easy navigation and menu structure
- Customizable dashboards
- Mobile-friendly design
- Minimal learning curve
Onboarding (10% of total weighting score)
To evaluate the onboarding experience for each platform, I considered the following:
- Availability of training videos
- Step-by-step interactive product tours
- Comprehensive onboarding webinars
- Access to pre-built templates
- Responsive in-app chat support
Customer Support (10% of total weighting score)
To assess each software provider’s customer support services, I considered the following:
- 24/7 availability of support staff
- Multiple support channels (phone, email, chat)
- Comprehensive knowledge base
- Fast response times
- Personalized assistance from account managers
Value For Money (10% of total weighting score)
To evaluate the value for money of each platform, I considered the following:
- Competitive pricing tiers
- Inclusion of essential features in lower-tier plans
- Transparent pricing without hidden fees
- Free trial or demo availability
- Discounts for annual subscriptions
Customer Reviews (10% of total weighting score)
To get a sense of overall customer satisfaction, I considered the following when reading customer reviews:
- Average rating on review platforms
- Specific mentions of ease of use
- Feedback on customer support quality
- Comments on reliability and uptime
- User testimonials on ROI and effectiveness
Trends in Hotel CRM Software
In my research, I sourced countless product updates, press releases, and release logs from different vendors for hotel CRM systems. Here are some of the emerging trends I’m keeping an eye on:
- Hyper-Personalization: CRMs are now using real-time data to create tailored guest experiences for returning and potential customers. This includes analyzing data from social media, loyalty programs, and guest interactions to offer personalized services. For instance, some systems can recommend activities or dining options based on past preferences.
- Artificial Intelligence (AI) and Machine Learning (ML): AI and ML are being incorporated to predict guest behavior and optimize operational tasks. These technologies help in anticipating guest needs, automating responses, and providing insights for better decision-making. Vendors like Revinate are integrating AI for predictive analytics to enhance guest experiences.
- Voice-Activated Assistance: Integration of voice-activated technology, such as smart speakers, is becoming more common. This allows guests to interact with the hotel services through voice commands, making it easier to request room service or control in-room settings. Examples include Alexa for Hospitality being integrated into hotel CRMs.
- Sustainability Tracking: Some CRMs are adding features to track and report sustainability efforts. This helps hotels monitor their environmental impact and communicate their green practices to eco-conscious guests. Tools like Hapi by Salesforce offer modules to track energy usage and waste reduction initiatives.
- Real-Time Communication Tools: There’s a growing demand for real-time communication features within CRMs, enabling instant messaging between guests and hotel staff. This can include chatbots for quick inquiries and mobile messaging for updates during the guest's stay. Vendors like Bookboost are leading in this space with integrated messaging platforms.
Based on these trends, it is clear that hotel CRM software is evolving to tackle industry challenges. From hyper-personalization using real-time data to AI-powered predictive insights, these trends are designed to help you anticipate guest needs before they even ask. Tools like voice-activated assistance and sustainability tracking show how the industry is adapting to meet modern demands, while real-time communication features are making guest interactions quick and helpful.
What is Hotel CRM Software?
Hotel CRM Software helps hotels manage relationships with their guests by organizing and analyzing customer data. Hotel managers, front desk staff, and marketing teams generally use these tools to enhance guest experiences and improve operational efficiency. Guest profiles, booking management, and communication tools help with personalizing services, tracking reservations, and maintaining guest engagement. Overall, these tools improve guest satisfaction and boost hotel revenue.
Features of Hotel CRM Software
When selecting Hotel CRM Software, keep an eye out for the following key features:
- Guest profile management: Centralizes guest data from various touchpoints, allowing for personalized service and efficient data retrieval.
- Marketing automation: Automates marketing campaigns across multiple channels, ensuring consistent guest engagement and reducing manual effort.
- Lead management: Tracks and manages potential guests, helping convert leads into bookings and improving sales efficiency.
- Data analytics: Provides insightful reports and analytics on guest behavior and preferences, aiding in strategic decision-making.
- Automated guest communication: Sends automated emails and messages, such as booking confirmations and thank-you notes, enhancing guest experience.
- Revenue management tools: Helps optimize room rates and inventory based on demand forecasts, maximizing revenue.
- Integration with PMS and POS: Connects with Property Management Systems and Point of Sale systems, ensuring easy data flow and operational efficiency.
- Task management: Organizes and tracks tasks and to-dos for hotel staff, ensuring efficient task completion and accountability.
- Upselling tools: Identifies opportunities for upselling additional services or room upgrades, increasing revenue per guest.
- Social listening: Monitors social media channels for guest feedback and mentions, allowing proactive guest engagement and reputation management.
Benefits of Hotel CRM Software
Implementing Hotel CRM Software provides several benefits for your team and your business. Here are a few you can look forward to:
- Improved guest experience: Track guest preferences and personalize their stay with customized services and amenities.
- Optimized reservation management: Streamline the booking process and reduce overbooking with integrated reservation systems.
- Enhanced communication: Keep in touch with guests through automated emails and messages before, during, and after their stay.
- Increased customer loyalty: Use loyalty programs and targeted promotions to encourage repeat bookings and long-term relationships.
- Better data analysis: Collect and analyze guest data to make informed decisions and improve service offerings.
- Automated workflows: Reduce manual tasks by automating routine processes like check-ins and billing, freeing up staff for more important duties.
- Targeted marketing campaigns: Create personalized marketing campaigns based on guest data to attract and retain customers.
Costs and Pricing of Hotel CRM Software
Selecting Hotel CRM Software requires an understanding of the various pricing models and plans available. Costs vary based on features, team size, add-ons, and more. The table below summarizes common plans, their average prices, and typical features included in Hotel CRM Software solutions:
Plan Comparison Table for Hotel CRM Software
| Plan Type | Average Price | Common Features |
| Free Plan | $0/user/month | Basic guest management, limited integrations, and essential customer support. |
| Personal Plan | $9-$14/user/month | Guest data tracking, basic reporting, email marketing, and limited automation. |
| Business Plan | $14-$69/user/month | Advanced reporting, booking management, marketing automation, and mobile access. |
| Enterprise Plan | $69-$150+/user/month | Full customization, dedicated support, advanced analytics, and high-level security. |
Hotel CRM Software FAQs
Here are some answers to common questions about Hotel CRM Software:
How does CRM work in the hotel industry?
CRM in the hotel industry helps you build and manage profitable relationships with guests. It involves centralizing guest data, automating marketing tasks, and using analytics to personalize services. This strategy enhances customer service and increases guest satisfaction across all departments.Is it necessary for any hotel business to have CRM software?
Yes, CRM software is necessary for hotel businesses to maintain strong customer relationships. It helps marketing teams understand leads better and offer personalized deals. It also filters out junk leads, focusing on potential guests most likely to book.
How can hotel CRM software improve guest experience?
Hotel CRM software can improve guest experiences by personalizing interactions based on past behavior and preferences. It can automate follow-up communications and special offers, making guests feel valued. This leads to higher guest satisfaction and loyalty.
What challenges might you face when implementing hotel CRM software?
Common challenges include integrating the CRM with existing systems, ensuring staff adoption, and maintaining data accuracy. You may also encounter issues with data privacy and security. Planning and training can help mitigate these challenges.
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