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
Monday — Best hotel CRM software for strong project management and collaboration
Pipedrive — Best hospitality CRM software for sales pipeline management
Freshsales — Best CRM for hotels seeking comprehensive sales and guest management
Maximizer CRM — Best hospitality CRM for improving operational efficiency and timely follow-ups
Oracle Netsuite — Best hotel CRM for optimizing financial performance and supply management
The Top 10 CRM Software for Hotels
- Salesforce — Best CRM software for large hotels
- HubSpot — Best hotel CRM for small to mid-sized hotels
- Monday — Best hotel CRM software for strong project management and collaboration
- Pipedrive — Best hospitality CRM software for sales pipeline management
- Zoho — Best for hospitality crm for personalized guest experience
- Freshsales — Best CRM for hotels seeking comprehensive sales and guest management
- Act! —Best hotel CRM for guest relationships
- Maximizer CRM — Best hospitality CRM for improving operational efficiency and timely follow-ups
- Oracle Netsuite — Best hotel CRM for optimizing financial performance and supply management
- Bonsai — Best hotel CRM software for event-focused and boutique hotels
- Show Full Guide
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 |
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
- Expensive for small to medium-sized hotels
- Steep learning curve
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 |
Pros
- Unified marketing, sales, and service hubs
- Email marketing
- Lead management
- Free tier available
- Affordable subscription plans
Cons
- Limited customization options in free plan
- Less powerful reporting
3. monday CRM — Best Hotel CRM Software for Strong Project Management and Collaboration
Price | $12/user/month |
---|---|
Free Version | ✅ |
Trial Period | Free forever |
Key Features | Project management tools, Guest communication tracking, Integration with third-party apps |
Pros
- Highly visual and intuitive interface
- Flexible and customizable CRM
- Robust collaboration features
- Supports email integrations
- Freemium plan
Cons
- Limited marketing automation features
- Some features rely on integrations, which can add to overall cost
4. Pipedrive — Best Hospitality CRM Software for Sales Pipeline Management
Price | $14/user/month |
---|---|
Free Version | ❌ |
Trial Period | 14-day free trial |
Key Features | Visual sales pipeline, Reporting and analytics, Targeted promotions |
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
- 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 |
Pros
- Free plan
- 15-day free trial for premium tiers
- Highly customizable
- Guest feedback management feature
- AI-powered insights
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 |
Pros
- Intuitive interface
- Affordable pricing tiers
- Strong AI tools
- Enhanced prospecting for targeting potential leads
- 21-day free trial
Cons
- Limited marketing automation
- Less extensive integrations
7. Act! — Best hotel CRM for guest relationships
Price | $30/user/month |
---|---|
Free Version | ❌ |
Trial Period | 14-day free trial |
Key Features | Comprehensive contact management, Integrated calendar and task management, Marketing automation |
Pros
- Manages guest relationships effectively
- Streamlines team communication
- Includes targeted promotions for increased bookings
- Offers flexible deployment options
- Valuable marketing automation included
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 |
Pros
- Boosts guest experience
- Improves team organization
- Provides data-driven insights
- Full-featured demo
- Great customer support
Cons
- No free plan
- Potentially pricier for hostels and vacation rentals
9. Oracle NetSuite — Best Hotel CRM for Optimizing Financial Performance and Supply Management
Price | Custom |
---|---|
Free Version | ❌ |
Trial Period | 14-day free trial |
Key Features | Optimizing financial performance, Financial management, Inventory tracking |
Pros
- Inventory control features
- Strong management and real-time reporting
- Deep ERP integration
- Empowers data-driven decisions
Cons
- Pricing not publicly available
- Complex Setup
10. Bonsai — Best Hotel CRM for Event-Focused and Boutique Hotels
Price | $21/user/month |
---|---|
Free Version | ❌ |
Trial Period | First 2 months free |
Key Features | Proposals and contracts, Invoicing and payments, Time tracking |
Pros
- Dedicated proposal and contract management tools
- Comprehensive financial management
- Automated invoicing and payments
- Flexible payment options
- User-friendly design
Cons
- Per-user cost can add up for larger teams
- No free plan
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.
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
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:
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?
References
- Does Generic Advertising Help or Hurt Brand Advertising? (CORE)
- Customer personalization – No longer an option in the digital age? (Hospitality Insights)
- Improving Guest Satisfaction Through Integrated Marketing Communications: A Study of Shared Value Creation in the Hospitality Industry (Repository STIMA IMMI)