The 10 Best Hotel CRM Software in 2024

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Why Trust Techopedia

The best CRM software for hotels is essential if you want to increase guest satisfaction, streamline operations, and boost business growth. A robust Hotel CRM (Customer Relationship Management) system serves as a central nerve center for managing guest interactions and data, transforming how your hotel connects with its clientele.

In this article, I’ve researched and tested the top CRM solutions tailored for the hospitality industry, examining their features, pricing, and suitability for various types of hotels—from small boutique establishments to large luxury resorts.

Techopedia’s Top 10 CRM Systems for Hotels

Salesforce — Best CRM software for large hotels

From $25/user/month
30-day free trial
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HubSpot — Best hotel CRM for small to mid-sized hotels

Free forever plan
Get the deal

Monday — Best hotel CRM software for strong project management and collaboration

From $12/user/month
14-Day Free Trial
Get the deal

Pipedrive — Best hospitality CRM software for sales pipeline management

14-day free trial
Get the deal

Zoho — Best for hospitality crm for personalized guest experience

Free forever plan
Get the deal

Freshsales — Best CRM for hotels seeking comprehensive sales and guest management

21-day free trial
Get the deal

Act! —Best hotel CRM for guest relationships

14-day free trial
Get the deal

Maximizer CRM — Best hospitality CRM for improving operational efficiency and timely follow-ups

Book free demo
Get the deal

Oracle Netsuite — Best hotel CRM for optimizing financial performance and supply management

14-day free trial
Get the deal

Bonsai - Simple financial management for creatives

First 2 months free
Get the deal

The Top 10 CRM Software for Hotels

  1. Salesforce — Best CRM software for large hotels
  2. HubSpot — Best hotel CRM for small to mid-sized hotels
  3. Monday — Best hotel CRM software for strong project management and collaboration
  4. Pipedrive — Best hospitality CRM software for sales pipeline management
  5. Zoho — Best for hospitality crm for personalized guest experience
  6. Freshsales — Best CRM for hotels seeking comprehensive sales and guest management
  7. Act! —Best hotel CRM for guest relationships
  8. Maximizer CRM — Best hospitality CRM for improving operational efficiency and timely follow-ups
  9. Oracle Netsuite — Best hotel CRM for optimizing financial performance and supply management
  10. Bonsai — Best hotel CRM software for event-focused and boutique hotels

The Best Hotel CRM Systems Reviewed

In this section, I’ve reviewed the ten best CRM software for hotels. I’ve explored their core functionalities that can streamline your operations, including guest data management, targeted marketing campaigns, automated communication tools, and in-depth guest analytics.

If you’re a small hotel business, and you’re keen to do your due diligence, you might also find our guide to the best small business CRM software helpful.

1. Salesforce — Best CRM Software for Large Hotels

Price $25/user/month
Free Version
Trial Period 30-day free trial
Key Features Guest Lifecycle Management, Marketing Automation, Tableau Analytics
Why We Picked It

I found that Salesforce is an ideal solution for large hotel chains and resorts. It offers a dedicated Hospitality Cloud that combines Marketing Cloud, Sales Cloud, a Customer Data Platform, and Tableau analytics. Unlike competitors, you don’t have to browse through subscription tiers to find features that suit your needs.

It offers a large variety of necessary features, so the interface can be somewhat complex and has a steeper learning curve than some competitors. However, it’s well organized, and allows you to instantly pull up any guest or reservation information across all your properties.

Features

Guest Lifecycle Management — Salesforce CRM allows hotels to capture and track guest preferences and unlock a new level of personalization. You’ll be able to offer room upgrades, amenity recommendations, or special offers tailored to each guest’s unique desires.

This personalized approach fosters a sense of loyalty and creates lasting memories that compel guests to return for future stays.

Marketing Automation —  This functionality takes personalization a step further. By segmenting guest lists based on preferences and past behavior, hotels can craft targeted email campaigns.

You’ll be able to send email blasts promoting spa packages to guests who’ve used them before, or entice families with special offers on connecting rooms. This data-driven approach ensures hotels reach the right audience with the right message at the right time, which can positively affect your marketing ROI.

Tableau Analytics — Powerful analytics tools like Tableau, integrated within Salesforce CRM, empower hotels to make informed decisions. By analyzing real-time booking patterns and guest behavior, hotels can identify trends and optimize their operations.

This might involve dynamically adjusting room rates based on demand, tailoring amenities to guest preferences, or pinpointing areas for service improvement.

Pricing

Salesforce provides multiple pricing plans designed to meet a wide range of needs and budgets, ensuring there’s an option for every organization size:

Plan Starter Suite Pro Suite Enterprise Unlimited Einstein 1 Sales
Annual $25/user/month $80/user/month $165/user/month $330/user/month $500/user/month
  • Starter Suite – Includes basic features like opportunity management and custom reports
  • Professional – Adds features like forecast management and bulk emails
  • Enterprise – Includes comprehensive lead management and workflow automation
  • Unlimited – Offers advanced AI tools and extensive customization options
  • Unlimited+ – Provides the complete suite of Salesforce features, including Slack integration and advanced reporting
Who it's Best For

Given its superior set of features, Salesforce will be an ideal solution for large hotels with complex guest management and customization requirements.

However, for small-to-mid-sized hotels, this can be a costly hurdle. There’s the silver lining: Salesforce is one of the best CRM’s for small business needs. You can choose a basic package that might lack advanced features like Guest Lifecycle Management, but will still provide the core functionalities to streamline operations and enhance guest experiences

Pros pros

  • Highly customizable CRM
  • Guest lifecycle management to capture more guests
  • Tableau analytics for identify trends and optimize operations
  • Marketing automation for optimizing email campaigns

Cons cons

  • Expensive for small to medium-sized hotels
  • Steep learning curve
Salesforce

2. HubSpot — Best hotel CRM for Small to Mid-Sized Hotels

Price $15/user/month
Free Version
Trial Period Free forever
Key Features Contact and guest management, Email marketing and automation, Sales and booking pipeline management
Why We Picked It

For small and medium-sized hotels seeking a powerful yet budget-friendly CRM solution, HubSpot emerges as the clear frontrunner. I find it quite similar to Salesforce, as this CRM too encompasses sales, marketing, and service functionalities.

However, unlike its counterpart, HubSpot offers a feature-rich free plan, allowing smaller hotels to test the waters and experience the platform’s benefits before committing.

Features

Contact and guest management — This feature lets you segment your customer base for targeted marketing campaigns and track guest preferences, such as preferred room type, dietary restrictions, and special occasions.

When a guest books a stay, you can automatically personalize their welcome package and offer relevant services, enhancing the guest experience and thus increasing loyalty.

Email marketing and automation — HubSpot’s email marketing and automation tools are powerful assets that allow you to maintain personalized communication with your customers. These tools will help you create and send tailored email campaigns and automate follow-ups, ensuring timely and relevant messaging.

A small bed and breakfast can use HubSpot to automate email communications. For instance, after a guest checks out, the system can automatically send a thank-you email with a survey link and a discount code for their next stay. This not only shows appreciation but also encourages repeat business.

Sales and booking pipeline management — This feature allows you to keep your finger on the pulse of potential bookings. It lets you visualize the entire sales process, ensuring no lead gets lost in the shuffle.

From my experience, this comes in handy for mid-scale conference centers that can use HubSpot to manage event bookings. Inquiries automatically enter a sales pipeline, allowing teams to track progress, schedule follow-ups, and ensure all details are nailed down. This keeps deals on track and maximizes booking efficiency.

Pricing

As I previously mentioned, HubSpot’s pricing structure caters to a wide range of budgets and team sizes. It offers several subscription tiers divided into two main categories: for individuals and small teams, and for growing businesses and enterprises with more complex needs.

Plan Free Starter Professional Enterprise
Monthly $0 $20/user/month $100/user/month* $150/user/month**
Annual $0 $15/user/month $90/user/month* $150/user/month**
  • HubSpot Free – Includes limited free marketing, sales, service, content, operations and commerce tools.
  • Service Hub Starter – Free tools with simple ticket automation, conversation routing, and live chat.
  • Starter Customer Platform – Has advanced sales and marketing features and data management.
  • Service Hub Professional – Offers customer portal, playbooks, service analytics feature and customer feedback surveys.
  • Service Hub Enterprise – Contains everything from the Professional plan, plus includes admin notification management, field-level permissions, conversation intelligence, and custom objects.

It’s also vital to note that HubSpot, like Salesforce, does not offer a money-back guarantee.

*Cost shown does not include the required, one-time Professional Onboarding for a fee of $1,500.

**Cost shown does not include the required, one-time Enterprise Onboarding for a fee of $3,500.

Who it's Best For

HubSpot CRM’s strength lies in inbound marketing. It empowers hotels to attract guests organically through SEO and targeted content, which is ideal for limited marketing budgets.

However, while offering some customization, we found it lacks the depth needed for complex operations with unique guest segmentation, loyalty programs, and intricate system integrations. In such cases, a more customizable CRM like Salesforce might be a better fit.

Pros pros

  • Unified marketing, sales, and service hubs
  • Email marketing
  • Lead management
  • Free tier available
  • Affordable subscription plans

Cons cons

  • Limited customization options in free plan
  • Less powerful reporting
HubSpot CRM

3. monday CRM — Best Hotel CRM Software for Strong Project Management and Collaboration

monday-CRM-logo (large)

Price $12/user/month
Free Version
Trial Period Free forever
Key Features Project management tools, Guest communication tracking, Integration with third-party apps
Why We Picked It

monday CRM is an excellent choice for smaller hospitality businesses, particularly boutique hotels and small hotel chains. I like its user-friendly interface as this makes it a breeze to navigate, which can come in handy if you don’t have an IT department.

Smaller teams often juggle guest communication alongside ongoing projects. However, monday CRM bridges this gap by offering a unified platform for both.

Features

Project Management Tools — Small hotel chains and boutique hotels often have fewer staff handling multiple responsibilities. This tool allows you to allocate tasks efficiently, ensuring nothing falls through the cracks. For instance, it lets you keep housekeeping, front desk, and maintenance teams updated on their tasks and any changes in real time.

Guest Communication Tracking — This feature ensures you keep an ear to the ground on guest preferences, special requests, and even past complaints. Imagine a guest mentioning a birthday celebration during their booking. monday CRM will keep this detail at your fingertips, allowing you to go the extra mile with a personalized birthday amenity.

Integration with Third-Party Apps — Building on the guest communication benefits, this platform boasts over 200 integrations, including Slack, Gmail, MailChimp, and DocuSign. This allows smaller teams to consolidate their tech stack into a unified hub and keep everything—bookings, guest messages, and marketing campaigns—all under one roof.

Pricing

Like HubSpot, monday CRM offers a free plan to test drive the platform before committing. However, unlike some competitors, monday CRM’s paid plans require a minimum of three users. This might pinch sole proprietors on a tight budget. It does offer a 30-day money-back guarantee to explore risk-free.

Plan Free Basic Standard Pro Enterprise
Monthly $0 $15/user/month $20/user/month $33/user/month Custom
Annual $0 $12/user/month $17/user/month $28/user/month Custom
  • Free — Ideal for freelancers or small teams starting out. Includes 3 boards, unlimited docs, and mobile apps for 2 users.
  • Basic — Expands on the free tier with 5GB storage, prioritized support, and 1 dashboard based on a chosen board.
  • Standard —  Encompasses basic plan and adds guest access, calendar view, integrations and automations capabilities.
  • Pro — Unlocks private boards, chart views, and advanced automation and integrations.
  • Enterprise — Designed for large organizations. Offers multi-level permissions, robust reporting, and premium integrations.
Who it's Best For

monday CRM offers robust project management tools that can help smaller accommodation venues coordinate events and guest communication.

However, it lacks built-in marketing automation tools. While integrations help bridge the gap, it might not be ideal for hotels heavily reliant on automated marketing campaigns.

Pros pros

  • Highly visual and intuitive interface
  • Flexible and customizable CRM
  • Robust collaboration features
  • Supports email integrations
  • Freemium plan

Cons cons

  • Limited marketing automation features
  • Some features rely on integrations, which can add to overall cost
Monday CRM

4. Pipedrive — Best Hospitality CRM Software for Sales Pipeline Management

Pipedrive Logo

Price $14/user/month
Free Version
Trial Period 14-day free trial
Key Features Visual sales pipeline, Reporting and analytics, Targeted promotions
Why We Picked It

Pipedrive stands out from the rest of the crowd with its crystal-clear visual sales pipeline. It allows you to track leads, customize stages, and automate tasks with ease, something other competitors (like Act!) lack.

Boosting conversion rates with a clear sales pipeline, combined with valuable reporting and seamless integrations, makes Pipedrive the perfect solution to streamline your sales process and maximize revenue.

Features

Visual Sales Pipeline — Its intuitive interface allows hotel sales teams to track deals effortlessly, moving them through stages with drag-and-drop functionality. Your team(s) can see the status of each deal at a glance, track the progress of sales efforts and identify bottlenecks.

Reporting and Analytics — With detailed reporting and analytics, you can gain valuable insights into sales performance and conversion rates. This lets you predict future sales and make data-driven decisions to optimize your sales process for maximum revenue.

Targeted Promotions — Pipedrive allows hotels to tailor marketing promotions and upsells to specific customer segments—romantic getaways for couples, conference packages for business travelers, or birthday celebratory upgrades. This empowers you to cultivate guest loyalty with the possibility of increasing revenue.

Pricing

Pipedriveoffers a generous 14-day free trial with any-time refunds. Paid tiers range from the Essential plan, ideal for setting up basic sales processes in accommodations, to the feature-rich Enterprise plan.

Prices depend on whether you choose monthly or annual billing. Annual subscriptions offer significant discounts, so I suggest to bear in mind this detail if you decide to go for the Pipedrive.

Plan Essential Advanced Professional Power Enterprise
Monthly $24/user/month $44/user/month $64/user/month $79/user/month $129/user/month
Annual $14/user/month $34/user/month $49/user/month $64/user/month $99/user/month
  • Essential — Offers up to 3,000 deals per company, 15 reports, people and organizations management, and sales assistant.
  • Advanced — Builds on Essential with automations, subscription tracking, and two-way email sync.
  • Professional — Perfect for growing hotels, adding pipeline customization, more email integrations, and an AI sales assistant.
  • Power — Increases deal limits to 200,000, offers extensive reporting, and prioritizes support with phone access.
  • Enterprise — The most comprehensive plan removes all limits on deals, reports, and automations, allows custom fields, and accommodates unlimited teams.
Who it's Best For

From my experience with the software, small and mid-sized hotels seeking a user-friendly CRM to streamline sales and manage bookings will find Pipedrive’s intuitive interface and pipeline focus a perfect fit.

While robust for sales, it might not be ideal for hotels needing advanced marketing automation.

Pros pros

  • Simple and intuitive interface
  • Affordable pricing, even on the highest tiers
  • Great for sales pipeline management
  • Supports email integration
  • Offers comprehensive reports and analytics feature

Cons cons

  • Lacks freemium account
  • Less customizable dashboard

5. Zoho CRM — Best for Personalized Guest Experience

Price $14/user/month
Free Version
Trial Period Free forever
Key Features Advanced analytics, Ticket views, Social media monitoring
Why We Picked It

Zoho CRM boasts a comprehensive feature set, including AI-powered insights that can help unearth hidden patterns in guest data. This, combined with its robust contact management and predictive analytics tools, empowers you to deliver hyper-personalized guest experiences that competitors like Freshsales can’t match

Features

Advanced AnalyticsZoho CRM isn’t just about storing guest data – it can unearth hidden patterns with advanced analytics. Imagine recommending trips, flights, or restaurants based on past preferences – that’s the power of AI personalization.

These insights, coupled with macro-level trend prediction, empower you to stay ahead of the curve and adapt to evolving guest expectations.

Ticket ViewsThis feature empowers you to conquer communication chaos. No matter how guests reach out – email, phone, chat, social media – ticket views ensure all inquiries are routed to the right staff with relevant customer history at their fingertips. This translates to faster resolutions and a seamless guest experience.

Social Media MonitoringThis feature allows you to monitor online conversations and reviews to engage with guests, address concerns promptly, and turn casual interactions into loyal customers. This can help you capitalize on positive sentiment and mitigate negative feedback – all within a single platform.

Pricing

Zoho offers a budget-friendly entry point with a free plan for up to three users. For those seeking advanced features, this CRM offers four premium tiers, from Standard to Ultimate. All premium plans come with a 15-day free trial, allowing you to test Zoho CRM before committing.

Plan Free Standard Professional Enterprise Ultimate
Monthly $0 $20/user/month $35/user/month $50/user/month $65/user/month
Annual $0 $14/user/month $23/user/month $40/user/month $52/user/month
  • FreeThis plan allows you to manage basic guest interactions, including creating leads, contacts, and scheduling tasks. Perfect for small boutique hotels or those just starting with a CRM.
  • StandardExpands on the free plan. Add up to 5 currencies, integrate with social media (Facebook and Twitter), send more emails (up to 250/day), and generate custom reports.
  • ProfessionalIncludes everything from the Standard plan, and the ability to add up to 10 currencies, 1 GB file storage, add products, invoices and vendors.
  • EnterpriseUnlocks 25 currencies, unlimited custom reports, and advanced analytics like prediction analysis and webform insights.
  • UltimateThe all-inclusive plan. Get everything Zoho CRM offers, including AI-powered reporting features, anomaly detection, and the ability to create unlimited automated marketing campaigns and leverage predictive analytics.
Who it's Best For

Zoho CRM excels at building detailed guest profiles with preferences and past stays, which makes it a great choice for boutique hotels.

However, these features reside in higher pricing tiers, which can strain budget-conscious hotels, particularly smaller ones.

Pros pros

  • Free plan
  • 15-day free trial for premium tiers
  • Highly customizable
  • Guest feedback management feature
  • AI-powered insights

Cons cons

  • Complex setup
  • Slow customer service

6. Freshsales — Best Hospitality CRM for Hotels Seeking Comprehensive Sales and Guest Management

Price $9/user/month
Free Version
Trial Period 21-day free trial
Key Features Enhanced prospecting, Focused efforts, Accelerated customer response
Why We Picked It

After testing several CRM platforms, I found that Freshsales’ strength lies in its prospecting and pipeline management features. It can help you target the right audience and prioritize high-value deals, ensuring your team doesn’t waste time on unqualified leads.

While Zoho CRM also offers a powerful suite with in-depth guest profile analysis, it can come at a premium price. Freshsales, on the other hand, feels more versatile for hotels. In our experience, budget-conscious properties might find Freshsales’ pricing more manageable, especially if super detailed guest profiles aren’t a top priority for your sales team.

Features

Enhanced Prospecting — This functionality empowers hotels to go beyond fishing for guests and strategically target the right catch. It allows you to segment and target potential leads based on behavior, interests, and location. This is particularly useful for identifying and attracting a diverse clientele, from corporate clients to leisure travelers.

Focused Efforts — The AI-driven insights and visual deal tracking enable you to manage multiple sales pipelines efficiently. This ensures that resources are allocated optimally, deals progress smoothly, and profitability is maximized across various hotels.

Accelerated Customer Response — CRM-powered chatbots and automated lead assignments allow you to promptly respond to inquiries and engage potential guests. This enhances overall guest satisfaction and conversion rates, which is crucial for maintaining a competitive edge.

Pricing

Freshsales has three plans and a 21-day free trial (no credit card needed) to test it out before you commit.

Plan Growth Pro Enterprise
Monthly $11/user/month $47/user/month $71/user/month
Annual $9/user/month $39/user/month $59/user/month
  • Growth — You’ll be able to set appointments and have a clear view of your sales pipeline to help your team stay organized and on top of deals. Additionally, this plan allows for collaboration through Slack integration, fostering better communication within your sales team.
  • Professional — Takes everything from the Growth plan and adds functionalities perfect for growing sales teams. You can create and manage multiple sales pipelines to categorize your leads effectively. The plan also allows you to expand your team to up to 50 users, which is ideal for hotels with dedicated sales departments.
  • Enterprise — The most comprehensive option, offering everything from the Professional plan along with advanced features for large-scale sales and marketing needs. This plan lets you access curated and custom reports for in-depth sales analysis and the ability to automate repetitive tasks through workflows, freeing up your team’s valuable time.
Who it's Best For

Freshales targets hotels seeking an AI-powered CRM to streamline sales, boost collaboration, and automate tasks. It’s ideal for hotels with dedicated sales teams.

However, if your hotel has basic marketing needs, a tight budget, or no sales team, Freshsales might be overkill.

In my opinion, Maximizer CRM is a better choice for smaller teams, because of its cost-effectiveness and user-friendly interface. It provides essential features for managing guest relationships and streamlining operations without the complexity or high cost of more advanced systems.

Pros pros

  • Intuitive interface
  • Affordable pricing tiers
  • Strong AI tools
  • Enhanced prospecting for targeting potential leads
  • 21-day free trial

Cons cons

  • Limited marketing automation
  • Less extensive integrations
Freshsales

7. Act! — Best hotel CRM for guest relationships

Act Logo

Price $30/user/month
Free Version
Trial Period 14-day free trial
Key Features Comprehensive contact management, Integrated calendar and task management, Marketing automation
Why We Picked It

For small accommodation venues, Act! CRM hits the sweet spot. It offers everything you need to manage guest relationships effectively.

However, it’s not the flashiest option on the market. Its interface feels a bit dated (think Windows XP vs. Windows 11), and some competitors boast more advanced features.

Features

Comprehensive Contact Management — Forget sticky notes and flipping through mountains of files. With this feature, you can build detailed profiles for each guest, from their preferred room temperature to visit history.

Act! tracks every interaction, from the first inquiry to the post-stay ‘thank you’ note. This way, you can ensure every guest feels like a VIP, even if they’re a repeat customer you haven’t seen in years.

Integrated Calendar and Task Management — With this feature, you can assign tasks, set deadlines, and see everything in one place. For example, if a guest requests extra towels, the front desk can quickly create a task and assign it to housekeeping.

Marketing Automation — Choosing this feature will allow you to segment your guest list based on all sorts of criteria, like their favorite room type or past stay experiences. This means you can send targeted promotions and special offers that resonate with each guest.

Pricing

Act! CRM might seem a bit pricey at first glance, but it includes marketing automation with both of its subscription tiers. This is a powerful tool that would typically cost extra with other CRMs. When you factor that in, Act! becomes a much more attractive option. Plus, it offers a free 14-day trial.

Plan Act! Premium Cloud Act! Premium Desktop
Annual  $30/user/month $37.50/user/month
  • Premium Cloud — Provides you the flexibility to access your guest and sales data from anywhere with an internet connection. This is particularly beneficial for hotels with remote or distributed teams who need to manage guest relationships on the go.
  • Premium Desktop — For those who prefer an on-premises CRM solution. This version is installed locally on the hotel’s servers or individual computers, giving complete data storage and security control.  It also allows you to tailor the CRM to your specific needs, such as custom fields for tracking guest preferences, special requests, and stay history.
Who it's Best For

Act! is best suited for car dealerships with many custom processes that want software that they can tailor to their own needs and workflows.

Act! is an excellent option for smaller hotels as it offers all the essential CRM features you need at a reasonable price.

However, if your hotel is a sprawling resort looking for all the bells and whistles, Act! might not be the right fit. In this case, Salesforce is a better alternative, offering advanced features tailored for large hotels.

Pros pros

  • Manages guest relationships effectively
  • Streamlines team communication
  • Includes targeted promotions for increased bookings
  • Offers flexible deployment options
  • Valuable marketing automation included

Cons cons

  • Dated interface
  • Limited scalability for larger hotels

8. Maximizer — Best Hospitality CRM for Improving Operational Efficiency and Timely Follow-Ups

Price $65/user/month
Free Version
Trial Period Free demo
Key Features Interaction tracking, Timely reminders, Task management
Why We Picked It

Similar to Act! Maximizer CRM boasts all-in-one functionality, but it also offers exceptional, readily available customer support – perfect for those just entering the hospitality business.

However, where Maximizer CRM truly shines is its ability to elevate your guest experience. From personalized service with timely follow-ups to integrated marketing campaigns that boost effectiveness, Maximizer helps you streamline operations and can turn one-time visitors into loyal clientele

Features

Interaction trackingLike monday CRM, Maximizer also allows you to uncover valuable trends by tracking guest interactions. This feature helps you identify areas for improvement and personalize the guest journey for maximum satisfaction.

Timely remindersThis feature ensures you provide a smooth guest experience from start to finish. Automated reminders guarantee timely communication for booking confirmations, check-in details, and post-stay feedback requests.

Task managementYou’ll be able to keep your team(s) organized by assigning tasks, tracking deadlines, and ensuring efficient handling of your guest requests.

Pricing

Instead of offering limited free plans, Maximizer takes a different approach. While there is no free tier, it offers a personalized demo with full access to all features.

Plan Base Edition Sales Leader Edition
Annual $65/user/month* $79/user/month**
  • Base Edition — This plan includes advanced contact management, task management, and tools to handle leads and opportunities. While it might seem expensive upfront, it gives you everything you need to hit the ground running.
  • Sales Leader Edition — This plan builds on the Base Edition by adding features specifically designed for sales leaders. You’ll get advanced contact management, plus sales intelligence reports, activity tracking, and advanced pipeline management tools. These will help you monitor your team’s performance, identify trends, and close more deals.

*Billed annually with a 3-user minimum

**Billed annually with a 5-user minimum

Who it's Best For

Maximizer is an excellent choice if your large hotel needs a comprehensive CRM that goes beyond the basics.

However, while it offers a lot of value, it might be on the pricier side compared to some simpler CRM options, like ACT!, in my opinion.

Pros pros

  • Boosts guest experience
  • Improves team organization
  • Provides data-driven insights
  • Full-featured demo
  • Great customer support

Cons cons

  • No free plan
  • Potentially pricier for hostels and vacation rentals

9. Oracle NetSuite — Best Hotel CRM for Optimizing Financial Performance and Supply Management

Oracle NetSuite Logo

Price Custom
Free Version
Trial Period 14-day free trial
Key Features Optimizing financial performance, Financial management, Inventory tracking
Why We Picked It

Oracle NetSuite is easily the best software CRM for hotels looking for comprehensive CRM solutions. Like Salesforce, it offers a powerful marketing, lead nurturing, and financial management suite. However, NetSuite goes a step further by providing deep integration with Enterprise Resource Planning (ERP) systems.

This creates a single, unified platform for your entire hotel operation, streamlining everything from guest reservations to marketing campaigns and inventory management. Such an integrated approach offers significant efficiency and data visibility advantages.

Features

Real-Time Financial Reporting — Gain real-time insights into your hotel’s revenue, expenses, and profitability. This allows you to make swift adjustments to pricing, budgeting, and resource allocation, maximizing your bottom line.

Automated Finance Processes — Free your staff from repetitive tasks like invoicing, payroll, and expense reporting. NetSuite automates these processes, giving your team more time to focus on exceptional guest service and strategic financial planning, ultimately boosting operational efficiency.

Inventory tracking — Ensure your guests always have the amenities they need. NetSuite’s inventory tracking keeps you stocked on essential supplies, from toiletries to linens, minimizing disruptions and maximizing guest satisfaction.

Pricing

Oracle NetSuite doesn’t disclose its pricing structure upfront. To get a real idea of the cost, you’ll need to schedule a consultation with a NetSuite representative.

However, my research suggests that an account with the features we discussed might cost around $999 monthly for the base license fee, plus an additional $99 per user. This is just an estimate, and the actual price could be higher or lower depending on your specific needs and chosen modules.

    Who it's Best For

    Oracle NetSuite is a powerful CRM that is perfect for luxury and business hotels or those wanting to scale up their business. Its deep ERP integration and comprehensive inventory management features cater to complex operations that require a unified platform.

    However, the potential cost and learning curve might make it less suitable for smaller accommodation venues like B&Bs, Inns, or motels that may not need such a robust system. A more suitable alternative in this instance could be Freshales, offering a free plan with basic marketing tools and competitive premium tiers.

    Pros pros

    • Inventory control features
    • Strong management and real-time reporting
    • Deep ERP integration
    • Empowers data-driven decisions

    Cons cons

    • Pricing not publicly available
    • Complex Setup
    Oracle NetSuite

    10. Bonsai — Best Hotel CRM for Event-Focused and Boutique Hotels

    Bonsai Logo

    Price $21/user/month
    Free Version
    Trial Period First 2 months free
    Key Features Proposals and contracts, Invoicing and payments, Time tracking
    Why We Picked It

    Bonsai’s user-friendliness, strong financials, and contract management make it a great fit for event-oriented hotels looking to boost efficiency. Its intuitive design simplifies tasks and automates workflows, saving time (and time is money).

    Crucially, Bonsai offers comprehensive financial management (which we cover in our Bonsai Accounting review) and, unlike monday CRM, includes dedicated proposal and contract management tools. These are essential for securing bookings and managing client agreements

    Features

    Proposals and Contracts — Create and send professional proposals and contracts to potential clients and event organizers, making a solid first impression and establishing credibility.

    Invoicing and payments — Bonsai handles invoicing for you, ensuring accuracy and efficiency and reducing the likelihood of errors. Plus, it offers flexible payment options, making it convenient for guests to pay, which can improve client satisfaction and expedite payment cycles.

    Time Tracking — Understand how you spend your time. Optimize workflows and boost productivity. This feature also lets you provide clients with detailed breakdowns of time spent on their events, enhancing transparency and trust.

    Pricing

    Bonsai’s tiered plans offer flexibility for different business needs, but watch out for the per-user cost that can add up. Monthly and annual subscriptions are available, with the yearly option including a discount and two free months.

    Plan Starter Professional Business Scale
    Monthly $25/month $39/month $79/month Custom
    Annual $21/month $32/month $66/month Custom
    • Starter — You get all the necessary features, including proposals and contracts, time tracking and invoicing, and payments right from the start. In addition, you get scheduling features and expense tracking.
    • Professional — Builds on Starter with workflow automation, plus integrations for Zapier and QuickBooks.
    • Business — Expands on Professional with resource and planning scheduling (think streamlined team allocation) and subcontractor management.
    • Scale — The top tier includes everything in Business, plus dedicated onboarding, priority support, and advanced integrations for maximum customization.
    Who it's Best For

    Bonsai is the best CRM for hotels looking to streamline operations and boost efficiency, especially for event-focused hotels. Its strong contract management, financial oversight, and automation features are ideal for managing bookings, client communication, and event resource allocation.

    However, for extended-stay hotels and bed and breakfasts with less focus on events, Bonsai’s feature set might be overkill, and the per-user cost may not be as justifiable. From my experience, Act! CRM is a better solution for these establishments, offering everything you need to manage guest relationships effectively

    Pros pros

    • Dedicated proposal and contract management tools
    • Comprehensive financial management
    • Automated invoicing and payments
    • Flexible payment options
    • User-friendly design

    Cons cons

    • Per-user cost can add up for larger teams
    • No free plan
    Bonsai CRM

    The 10 Best CRM for Hotels

    In the table below, I’ve compared the 10 best CRM software for hotels, highlighting their strengths, pricing, features, and even free versions (if available). Find out which hotel CRM can streamline your operations and boost your business efficiency.

    CRM for Hotels Salesforce HubSpot  monday CRM  Pipedrive Zoho CRM Freshsales Act!  Maximizer CRM Oracle NetSuite Bonsai
    Best  for Larger hotels with complex needs Inbound marketing and unified customer management Smaller teams Boosting sales pipeline Personalized guest communication Comprehensive Guest Management Maintaining strong guest relationships Guest interactions Boosting financial health and supply control Event-focused and boutique hotels
    Free Version
    Starting Price $25/user/month $15/user/month $12/user/month $14/user/month $14/user/month $9/user/month $30/user/month $65/user/month Custom $21/user/month
    Guest Profile Management
    Integrations Cloudbeds, Revinate, Mews Cloudbeds,
    Eventbrite, Mailchimp
    Checkfront, Mailchimp, Trello Checkfront, Trello, Aricall Cloudbeds, Eventbrite, Mailchimp Checkfront, Zendesk, Aircall Checkfront, Eventbrite, Google Contacts QuickBooks, Mailchimp, Eventbrite Oracle Hospitality, Duetto, Sabre Hospitality Solutions Zapier, QuickBooks, Slack
    Reservation Management

    It’s important to note that while some CRMs, like Freshsales, don’t offer built-in guest profile and reservation management, these features can often be integrated with existing hotel management systems or other specialized software.

    This lack of in-house features shouldn’t be a deal-breaker. In our experience, while integrating might require a bit more effort on the user side, it ultimately benefits the guest by keeping their information and interactions centralized, leading to a seamless guest experience.

    Methodology

    How We Review And Test CRM Software

    We base our recommendations on first-hand testing. All the CRM Software products we feature, have been tested based on the following criteria. You can find more information on our dedicated page on how we review and test CRM products.

    • Ease of Use: We assess the CRM service’s overall UX across platforms. Some CRM services we’ve used have a learning curve, so we also factor in their online documentation.
    • Functionality: We consider the depth of features on offer, including contact, lead, and pipeline management, marketing capabilities, and the depth of reporting on offer.
    • Integrations: We assess the CRM platform’s ability to integrate with essential everyday tools like email marketing services, accounting software, and ERPs, for example.
    • Security and Compliance: We look for features like data encryption, role-based access controls, GDPR compliance, and industry-specific regulations like HIPAA.
    • Customization: We check for features like custom fields, workflows, and automation rules, to assess whether the platform can be tailored to specific needs and industries.
    • Value for Money: We weigh the feature-to-price value on offer and consider whether the provider offers affordable scalability.
    • Mobile Accessibility: To ensure sales reps and managers can use the CRM on the go, we test the mobile apps available and evaluate their functionality.
    • Reputation: We don’t waste our time with tools that don’t have a good reputation. We note what other users have to say to ensure we offer full insight into the tools we feature.

    What Is a Hotel CRM System?

    A Hotel CRM, or Customer Relationship Management system, acts as a central hub for managing all your guest interactions. But, it goes beyond simply storing contact information. They’re capable of remembering guest preferences (think favorite room type or dietary restrictions) to personalize their stay.

    This builds loyalty and fosters positive experiences. But a Hotel CRM is more than just a guest memory bank. It integrates with your booking system, streamlining reservations and eliminating overbooking headaches. Security is also a priority, with built-in safeguards to protect guest data.

    Most importantly, a Hotel CRM empowers data-driven decision-making. By analyzing guest behavior and preferences, you can tailor marketing campaigns and optimize operations for maximum efficiency. In short, a Hotel CRM is your secret weapon for happy guests, a thriving business, and much less juggling.

    The Benefits of CRM for Hotels

    As we’ve explored, Hotel CRMs offer a multitude of advantages, empowering hotels to cultivate stronger guest relationships and drive business growth.

    Let’s delve deeper into some key benefits that translate directly into improved customer satisfaction and optimized hotel operations

    Personalized Guest ExperiencesData-Driven Decision Making Advanced Segmentation for Targeted Marketing

    Hotel CRMs excel at creating a sense of guest recognition and appreciation. By capturing detailed guest profiles encompassing preferences, communication history, and past stays, hotels can anticipate guest needs and tailor services accordingly.

    Imagine a guest with a gluten allergy – a CRM can ensure the kitchen is notified and prepared to offer suitable options. This level of personalization fosters loyalty and strengthens the guest-hotel connection.

    Detailed reports and analytics empower hotels to understand guest behavior and preferences.

    For example, it can help you identify peak booking seasons or popular room types. With this knowledge, you can optimize your marketing campaign, strategically price rooms, and ultimately maximize revenue opportunities.

    Generic marketing campaigns are no longer sufficient, especially for small-scale accommodation venues with limited marketing budgets. Getting the best CRM software for hotels unlocks advanced marketing features, including guest segmentation, allowing hotels to target specific guest groups with laser focus.

    This will allow you to send exclusive promotions to families with young children, highlighting kid-friendly amenities or complimentary cribs. Such a targeted approach could resonate more deeply with guests, ultimately leading to higher conversion rates and increased bookings.

    Key features of Hotel CRM Software

    When selecting the best hospitality CRM, there are several critical factors you need to consider to ensure that the chosen tool aligns with your business goals while remaining financially responsible. Here are some key features and aspects to keep in mind:

    PricingEase of Use and SupportKey FeaturesIntegrationsReporting ToolsSecurity/Data Protection

    Hotel CRM pricing structures can vary greatly depending on your hotel’s size, location, and target audience. Finding the sweet spot between affordability and functionality is crucial.

    Consider the pricing model (subscription-based, per-user, or feature-based) and assess if it offers good value for money concerning your specific requirements.

    Look for hotel CRM software with an intuitive design that minimizes the learning curve for new staff and maximizes efficiency.

    Additionally, robust customer support is a must. Ideally, the provider should offer 24/7 support, comprehensive training resources, and/or a dedicated account manager to address any challenges.

    Ensure the CRM can address your hotel’s specific needs. Essential features may include guest profile management, reservation management tools, marketing automation capabilities, and loyalty program support.

    Seamless integration with your existing systems (like Property Management Systems, booking engines, and payment gateways) is vital. Robust integrations ensure the smooth flow of information, leading to a more streamlined guest experience.

    Effective CRM systems provide comprehensive reporting tools that generate detailed insights into guest behavior, booking trends, and the performance of your marketing campaigns. These insights are crucial for keeping external stakeholders apprised of the hotel’s overall performance.

    Data security is an absolute priority, especially when handling sensitive guest information (personal information, card details, etc.). Ensure the provider adheres to stringent data protection regulations (like GDPR) and employs advanced security measures, like data encryption, to safeguard confidential information.

    FAQs

    Do hotels use CRM software?

    What is CRM in hotel management?

    What are the three essential components of hotel CRM?

    What’s the difference between CRM and PMS software for hotels?

    How do hotel CRMs work?

    Aleksandar Stevanovic
    Software Reviews Expert
    Aleksandar Stevanovic
    Software Reviews Expert

    Aleksandar Stevanovic spent 10 years honing his craft as a freelance content writer. He has a degree in Economics, and extensive experience in software, crypto, and cybersecurity industries. He covers a multitude of topics, writing factual and informative articles, helping individuals better understand the intricacies of the online world. Over the last two years, his research focus shifted more towards tech and software content, as evidenced by his publications on CEX.IO, Business2Community, and Techopedia. He believes in simplifying complex topics and bringing them closer to like-minded individuals. His work is as detail-oriented as it is creative, and is designed to…