Best CRM Software For Hotels | SalesTown

hotel CRM

Ever wonder how some hotels turn one-time visitors into loyal guests who rave about their stay?  It’s not just fluffy towels and fancy spas (though those can help!)

Modern hotels know that guests are the heart of their business. Providing amazing experiences is how hotels keep guests happy and coming back again and again. Great customer service is more than just a saying – it means truly understanding each guest’s specific needs and making sure their stay is memorable and makes them want to return.

On average, each hotel staff member interacts with 200+ guests daily across front desk, housekeeping, concierge, and management roles. Keeping track of preferences, conversations, and reservations in separate systems leads to frustrating breakdowns for both overworked employees and guests. 

This is where Customer Relationship Management (CRM) software comes in. CRM tools are specially designed to help hotels connect better with guests. Hotel managers know that good communication and smooth interactions lead to positive guest experiences, fantastic reviews, and referrals from friends and family, all of which generate extra revenue.

In this guide, explore the hotel CRM software systems for the hospitality industry to take your guest relationships and revenue growth to the next level.

“Did you know? 72% of hotel guests say personalized service is key to a positive experience”

Table of Contents

What is Hotel CRM Software?

A hotel CRM is a software tool that helps hotels manage and nurture their relationships with guests.

It’s a digital hub, storing all the important details about your customers – their contact information, preferences, stay history, and any notes or special requests.

Instead of having guest details scattered across different systems or paper files, a CRM centralizes everything in one place. This makes it much easier for hotel staff to provide personalized service and anticipate guests’ needs.

Hotel CRM also helps with things like:

  • Managing booking inquiries and reservations
  • Sending targeted marketing emails and promotions
  • Tracking which guests are most valuable and loyal
  • Analyzing data on occupancy rates, revenue, etc.

Essentially, a hotel CRM allows you to give better, more customized service from the moment someone books until they check out. By using a CRM, hotels can really focus on building solid guest relationships and creating memorable experiences that keep people coming back again and again.

Read Also: Best Travel Agency CRM

Stages of the Hotel Guest Lifecycle 

Research and Booking: Guests research hotels online via websites, booking platforms, or travel agents.

Pre-arrival: Guests receive booking confirmations and pre-arrival emails outlining details and services.

Arrival and Check-in: Guests arrive at the hotel and go through the check-in process.

During Stay: Guests utilize hotel services, amenities, and accommodations.

Departure: Guests check out of the hotel, settling any outstanding bills.

Post-stay Follow-up: Hotels often seek feedback via surveys or emails post-stay to gauge guest satisfaction.

Retention and Advocacy: Hotels aim to retain guests by offering personalized services and loyalty rewards.

Why does your hospitality business need the best CRM software for hotels?

During the research and booking stage, A robust Hotel CRM system can integrate with your website, booking platforms, and travel agents, ensuring a seamless and personalized experience from the outset. It also lets them send personalized offers and promotions based on what guests like.CRM software can capture and maintain detailed guest profiles with room preferences and past requests, making check-in more personalized based on their unique needs and preferences.

CRM software allows you to send personalized confirmation emails, handle special requests, and coordinate any necessary arrangements, such as transportation or room customizations. This attention to detail demonstrates your commitment to exceptional service, even before the guest arrives.

Once guests arrive, the CRM system gives hotel front desk staff all the information they need enabling them to greet guests by name to make guests feel welcome. It helps staff anticipate what guests might need during their stay, making sure everyone’s happy. 

While guests are at your hotel, they’ll be using all kinds of services and amenities you offer.CRM software helps you give personalized attention to every single guest. Whether it’s recording dietary restrictions for in-room dining or scheduling spa appointments With quick access to guest info in the CRM, your staff can roll out the red carpet with tailored service that makes every visitor feel extra special throughout their entire stay.

Departure and Post-Stay Follow-Up As guests depart, CRM software can facilitate a smooth check-out process and capture valuable feedback. Post-stay, CRM systems can automate follow-up surveys, solicit reviews, and maintain ongoing communication with guests. This not only allows you to address any concerns promptly but also paves the way for future stays and promotional offers. CRM data can be leveraged to identify opportunities for service improvements, as well as to personalize future communications and offers based on guest preferences and feedback.

Ultimately, the goal of any hospitality business is to retain guests and turn them into family. CRM software can help you achieve this by tracking guest preferences, offering personalized service, and tailoring communications to keep your brand top-of-mind. Satisfied guests are more likely to recommend your hotel to others and leave positive reviews, driving new business and enhancing your reputation.

Benefits of Using the Best CRM Software For Hotels

Using a customer relationship management (CRM) system can greatly benefit hotels in various ways. Firstly, a CRM centralizes guest data and history in one place, providing hotel staff easy access to guest details, preferences, and interactions over time. This allows hotels to provide personalized services tailored to each guest. 

Secondly, CRMs improve customer engagement by automating marketing and communications based on guest behaviors and preferences. This increases brand loyalty through relevant offers and consistent outreach. 

Thirdly, CRMs generate insights through data analysis on guest demographics, booking patterns, service usage, etc. Hotels can use these insights to improve operations, pricing, and offerings. This data-driven decision-making optimizes the guest experience.

Fourthly, CRMs integrate with other hotel systems like property management systems, booking systems, analytical tools, etc. enhancing efficiency and productivity. Staff spend less time on manual processes and administrative tasks.  

Finally, CRMs help hotels provide consistent guest experiences across channels. Guest data and conversations stay connected across phone, email, social media, and in-person interactions. This omnichannel view improves personalization no matter the contact point.
In summary, Hotel CRMs boost guest personalization, engagement, insights, automation, and omnichannel experiences – all leading to better service and hotel performance. Investing in this software pays dividends through enhanced guest relationships over time.

Key Features of CRM Software For Hotels:

– Improves communication and collaboration across departments

CRM software helps different hotel departments work together seamlessly, making sure everyone is on the same page. This means smoother operations and better service for guests.

– Drives consistent, personalized service to delight repeat guests  

 With CRM, hotels can remember guest preferences, creating a more tailored experience. This not only delights guests but also encourages them to come back for more.

– Increases efficiency with less time wasted on administrative tasks

Less time is wasted on paperwork and administrative tasks, allowing hotel staff to focus more on providing excellent service to guests.

– Boosts direct bookings and retention with targeted campaigns

CRM aids in creating targeted campaigns that encourage guests to book directly, reducing reliance on third-party platforms and increasing revenue for the hotel.

– Provides insights to optimize strategies and expand revenue  

By analyzing data, CRM provides valuable insights, helping hotels optimize their strategies to attract more guests and generate additional revenue.

– Enables independent and small properties to drive repeat visits competitively

Even smaller hotels can compete with larger ones by using CRM to drive repeat visits through personalized experiences and targeted marketing.

– Future-proofs growth and guest experience consistency as you scale

As hotels grow, CRM ensures a consistent guest experience. It acts as a safeguard, ensuring that as the business expands, the quality of service remains top-notch.

Read Also: Benefits of CRM

Top 12 Best CRM Software for Hotels to manage guest relationships 

SalesTown CRM: Best CRM Software for Hotels specically for Small to Medium hotel indusrty

Tailored specifically for the hospitality industry, SalesTown offers a comprehensive solution for hotels seeking to streamline guest management, reservations, marketing, and analytics, all within a user-friendly interface.

Key features:

  • Guest profile management with detailed preferences tracking
  • Integrated email marketing tool for targeted campaigns
  • Automated guest service tasks and workflows
  • Integration with other hotel systems like property management systems (PMS)
  • Reporting and analytics to track guest behavior and measure campaign performance

Oracle OPERA CRM & CRS: Enterprise-Grade Hotel CRM for Large Chains

Oracle OPERA CRM & CRS provides a robust platform for hotels to efficiently manage guest interactions, streamline reservations, and optimize revenue through advanced customer relationship and property management capabilities.

Key Features

  • Guest profile management with detailed preferences tracking
  • Personalized communication tools for email marketing and targeted campaigns
  • Automated guest service tasks and workflows
  • Integration with other hotel systems like property management systems (PMS)
  • Reporting and analytics to track guest behavior and measure campaign performance

Salesforce Service Cloud: Best Hotel CRM Software with Advanced Guest Engagement

Ideal for hotels aiming to elevate guest experiences, Salesforce Service Cloud empowers hotel staff with tools for personalized guest service, efficient case management, ensuring guest satisfaction at every touchpoint.

Key Features 

  • A 360-degree view of guests, including their booking history, preferences, and communication history
  • Case management for tracking and resolving guest inquiries and issues
  • Self-service portal for guests to access information and make requests
  • Knowledge base for storing and sharing information about hotel services and policies
  • Reporting and analytics to track guest satisfaction and identify areas for improvement

Zoho CRM: Best CRM Software for Hotels with Robust Guest Management Capabilities

Zoho CRM offers hotels a flexible and intuitive solution to manage guest interactions, automate marketing efforts, and track sales performance, empowering hoteliers to deliver exceptional guest experiences while maximizing operational efficiency.

Key  Features

  • Lead management to track and convert potential guests
  • Opportunity management to track and close deals
  • Contact management to store and manage guest information
  • Email marketing and automation to send targeted email campaigns
  • Reporting and analytics to track sales performance and guest satisfaction

Freshsales CRM: Hotel CRM Software Focused on Lead Generation and Sales Automation

Freshsales Designed to cater to the unique needs of the hospitality industry, Freshsales CRM provides hotels with tools to nurture leads, streamline reservation processes, and deliver personalized guest experiences, ultimately driving customer loyalty and revenue growth.

Key Features

  • Lead capture and management to capture leads from various sources
  • Sales pipeline management to track the progress of deals
  • Email marketing and automation to send personalized email campaigns
  • Live chat to connect with guests in real-time
  • Reporting and analytics to track key sales metrics

Cendyn crm: Best CRM Software for Hotels with Data-Driven Guest Experiences

Cendyn offers a comprehensive CRM solution designed to enhance guest engagement and drive loyalty. With features such as guest profile management, personalized communication tools, and integration with property management systems, it helps hotels deliver exceptional guest experiences.

Key Features:

  • Guest profile management with detailed preferences tracking
  • Automated communication through personalized emails and targeted campaigns
  • Integration with property management systems (PMS) for seamless data exchange
  • Guest feedback collection and analysis to improve service quality
  • Reporting and analytics to measure guest satisfaction and campaign performance

Hotelogix: Best CRM Software for Hotels  with a Property Management System

Hotelogix provides a cloud-based CRM solution tailored for small and mid-sized hotels, offering a range of features to streamline operations and enhance guest satisfaction. With its intuitive interface and customizable functionalities, Hotelogix helps hotels efficiently manage reservations, automate communication, and optimize revenue generation.

Key Features:

  • Reservation management to streamline booking processes and manage room inventory
  • Guest communication tools for personalized interactions and targeted marketing campaigns
  • Integration with online booking channels and distribution platforms for broader reach
  • Reporting and analytics to track performance metrics and identify growth opportunities

Stayntouch CRM: Best Hotel CRM for Midsize and Independent Hotels

Stayntouch’s Hotel CRM is designed to help hotels deliver personalized guest experiences and drive loyalty. It offers features such as guest profile management, mobile check-in, and upsell opportunities to enhance the overall guest journey and maximize revenue.

Key Features:

  • Guest profile management with detailed preferences and stay history
  • Mobile check-in and self-service options to enhance convenience for guests
  • Upsell opportunities through targeted offers and promotions
  • Integration with property management systems (PMS) for seamless operations
  • Reporting and analytics to track guest engagement and revenue growth

Amadeus CRM: Best CRM Software for Hotels with Group Sales & Catering Focus

Amadeus Sales & Event Management CRM provides hotels with a robust platform to manage guest interactions, streamline event bookings, and optimize revenue through advanced customer relationship and property management capabilities.

Key Features:

  • Guest profile management with detailed preferences tracking
  • Personalized communication tools for email marketing and targeted campaigns
  • Event management features for seamless planning and execution
  • Integration with other hotel systems like property management systems (PMS)
  • Reporting and analytics to track guest behavior and measure campaign performance

Cloudbeds Hospitality CRM: – All-in-One Best CRM Software for Hotels  and PMS Solution

Cloudbeds Hospitality CRM offers hotels a comprehensive solution to manage guest interactions, automate marketing efforts, and enhance guest satisfaction through personalized experiences and efficient operations.

Key Features:

  • Guest profile management with detailed preferences tracking
  • Automated communication through personalized emails and targeted campaigns
  • Integration with property management systems (PMS) for seamless data exchange
  • Booking management tools to streamline reservation processes
  • Reporting and analytics to track guest satisfaction and performance metrics

Guestcentric CRM: Best CRM Software for Hotels with Personalized Guest Experiences.

Guestcentric CRM is a powerful and intuitive hotel CRM solution designed to help hoteliers build stronger, more personalized relationships with their guests. With its robust set of features, it empowers hotels to gain deeper insights into guest behavior, streamline marketing efforts, and deliver exceptional guest experiences.

Key Features:

  • Comprehensive guest profiling and segmentation
  • Seamless booking engine integration
  • Automated marketing campaigns and loyalty programs
  • Insightful reporting and analytics
  • Mobile accessibility

RoomKeyPMS CRM: Best CRM Software for Hotels to Streamlining Guest Journey.

RoomKeyPMS CRM is a comprehensive hotel CRM solution that seamlessly integrates with the property management system (PMS), enabling hoteliers to streamline guest management, enhance customer service, and drive revenue growth. 

Key Features:

  • Detailed guest profile management
  • Automated workflows for personalized interactions
  • Robust reporting and analytics
  • Mobile access for on-the-go management
  • Tight PMS integration for unified guest data

Why SalesTown is the Best CRM Software for Hotels?

Automate Manual Tasks:

One of SalesTown’s most significant advantages for the hotel business is its ability to automate manual processes. There are plenty of routine operations in a busy hotel environment that demand time and effort, such as maintaining room reservations, handling guest requests, and working with multiple departments. The automated tools of SalesTown can help hotel staff save time on these chores, allowing them to focus on more important elements of client care. For example, SalesTown may automate room assignment based on guest preferences, send automatic check-in and check-out reminders, and even help with the scheduling of housekeeping and maintenance duties. This automation not only saves time but also lowers the possibility of human error, resulting in a more seamless guest experience.

Track metrics effectively :

Tracking and analyzing important data is essential in the hotel industry for making well-informed choices and optimizing operations. Hotels may monitor and analyze different performance indicators, including occupancy rates, revenue per available room (RevPAR), and guest satisfaction scores, using SalesTown’s powerful analytics and reporting system. These data enable hotel management to recognize trends, more effectively allocate resources, and make strategic pricing and marketing decisions. Hotels can obtain the full picture of their business performance in real-time with SalesTown, making it easier to identify areas for development and growth potential.


SalesTown offers powerful integration capabilities that allow it to seamlessly connect with other software and tools used by hotels, such as property management systems, online booking platforms, and marketing automation tools. These integrations enable data to flow smoothly between systems, reducing manual data entry and the risk of errors. For example, SalesTown can automatically sync guest data from the property management system, ensuring that customer information is always up-to-date and consistent across platforms. This not only saves time for hotel staff but also provides a more cohesive and personalized experience for guests.

Upselling Opportunities:

By finding and offering upselling possibilities to guests, SalesTown can drastically increase your revenue. For example, it can propose new services or facilities that complement a guest’s present booking, boosting their experience while raising income for your organization. SalesTown may achieve a great balance between increasing visitor pleasure and generating profitability by offering these ideas at the proper times.

Address queries faster:

In the hotel industry, effective communication and rapid issue resolution are crucial for customer satisfaction. SalesTown provides a single platform for managing guest inquiries and requests. It enables hotel staff to respond to inquiries more quickly by giving a single overview of all visitor interactions, whether by landing page, email, messages etc. Not only does this improve the speed of response, but it also ensures that visitor requests are handled consistently and efficiently. The system also incorporates automatic ticketing and workflow tools which can prioritize and assign tasks to the relevant department, ensuring that concerns are resolved quickly and improving the overall experience for visitors.

Feedback and Surveys:

The Feedback and Surveys function in SalesTown enables hotels to collect useful insights from guests about their experiences. Hotels may proactively tackle concerns and continuously improve their services by offering a venue for guests to contribute their thoughts and suggestions, ultimately leading to improved levels of visitor satisfaction.

4 key variables to keep in mind while choosing the best CRM Software for hotels:

Identify Needs and Goals: Determine key needs such as boosting guest interactions, increasing marketing efforts, and easing reservation management. Outline the main goals you want to achieve with CRM adoption, such as increased repeat guests, higher online reservations, improved operations, and so on. This expands the required capabilities.

Evaluate Integration Capabilities: Examine how well potential CRMs integrate with your main hotel management systems, such as your Property Management System, reservation platforms, and POS software. For effective workflows, seamless connection between platforms is essential.

Prioritize Usability and Adoption: The CRM should have a simple, user-friendly design and functionalities that are specific to hotel staff throughout departments. If employees find it too complicated to use, adoption rates drop, compromising ROI.

Analyze Reporting and Analytics: Reporting, analytics, and business intelligence should deliver data-driven knowledge into guest tastes, sourcing analysis, and booking trends. This is essential to making decisions based on facts to improve guest personalization.


Providing great customer service is key in the hotel business. You want guests to enjoy their stay, return often, and recommend you. But juggling reservations, requests, marketing, and more without the right tools is tough. A hotel CRM brings everything together in one place. It helps you with personalizing service, automated marketing, Managing reservations smoothly, rack issues, and solving them fast.

A CRM like Salestown makes running your hotel easier. It coordinates your staff and systems. This keeps guests happier. And happy guests keep coming back and spreading the word. 

Contact us to learn more. See how an affordable, easy-to-use CRM can help your hotel be its best. We’ll show you how it can help you provide great service to every guest.

Some FAQS Related to the Best CRM Software for Hotels?

Q. What is the best CRM software for hotels

The term “Best CRM for hotels” refers to the most suitable Customer Relationship Management (CRM) software specifically designed to meet the needs and requirements of hotels. It typically includes features such as guest profile management, reservation tracking, automated communication, integration with booking systems, loyalty program management, and analytics for performance tracking. 

Q. What features should I look for in a hotel CRM Software?

  • Guest Management: Can you easily store and organize guest information, preferences, and booking history?
  • Communication Tools: Does the CRM allow for easy email marketing, guest messaging, and personalized communication?
  • Reporting & Analytics: Can you track guest behavior, Team performance, and identify areas for improvement?
  • Integrations: Does the CRM integrate with your existing hotel software, like booking systems or channel managers?

Q. I’m on a tight budget. Are there any affordable CRM options for hotels?

Absolutely!  Many CRMs offer free trials or have budget-friendly plans specifically designed for smaller hotels.  Search for terms like “cheap hotel CRM” or “free hotel CRM trial” to find comparisons.

Q. Can I integrate a CRM with my existing hotel management system?

Yes, many CRMs for hotels offer integration capabilities with popular hotel management systems, allowing seamless data exchange between platforms for efficient operation management.

Q. How can I choose a CRM Software for hotels?

To determine if a CRM is the right fit for your hotel, consider factors such as your specific business needs, budget constraints, scalability, ease of use, and integration capabilities. Additionally, take advantage of free trials or demos to test the software before making a decision.

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