The Best CRM Software for Hotels in 2024 Compared

With the best CRM for hotels, you’ll be able to improve your customer’s experience, manage all your guest data in one place, send targeted messages to your audience, optimize your marketing efforts, and ultimately boost guest satisfaction, repeat business, and your revenue.

That said, finding the best hotel management system CRM isn’t easy. To help, we’ve ranked, reviewed, and compared the market’s top hotel CRM tools based on factors like integration with property management software, guest profiling capabilities, and data compliance.

The 10 Best CRMs for the Hospitality Industry

Our shortlist for the best CRMs for hotels covers a wide range of CRM packages, and you can check out their best features below:

  1. Monday — The ideal CRM for hotels with unique customization needs. Easily create boards and columns that align with your workflows and processes.
  2. Salesforce — Comprehensive solution for hotel sales teams, with advanced lead scoring and extensive functionality. Track sales processes effectively and prioritize high-potential leads.
  3. Pipedrive — Effortlessly manage hotel marketing with a user-friendly CRM. Create custom pipelines, drag-and-drop deals, and streamline communication.
  4. HubSpot — The best free hotel CRM. Standout features include comprehensive contact management, customizable lists for targeted marketing, and powerful reporting.
  5. Act! — Leverage automation to nurture leads, drive revenue, and enhance guest satisfaction with this comprehensive CRM solution, catering to hospitality SMBs.
  6. Oracle Netsuite — Enterprise option for streamlining the entire customer journey, from lead acquisition to customer service. Features include sales forecasting and upsell recommendations.
  7. Zoho — Versatile platform for hotels that features seamless integration with Zoho tools and third-party apps. It’s also great for sales automation and omnichannel communication.
  8. Freshsales — AI-powered contact and deal scoring to prioritize leads, as well as in-depth customization options for a tailored CRM experience.
  9. Maximizer CRM — Keep track of customer contact details with this scalable CRM software for hotels. Customizable tabs and data fields allow you to design your CRM the way you want.
  10. Bonsai — Ideal for smaller businesses and Airbnbs, this sought-after CRM for hotels includes scheduling, client management, contracts, and payments, all in one package.

The Best CRMs for Hotels Compared

We’ve put together this table to help you compare the key aspects of the best software for hospitality today:

Hotel CRM Best For Starting Monthly Price Starting Annual Price Free Version Compatibility
Monday Customization $24 $288 Free Plan Android and iOS
Salesforce Large hotel chains $25 $300 30-Day Free Trial Android and iOS
Pipedrive Small hotels $14.90 $178.80 14-Day Free Trial Android and iOS
HubSpot Hotels with long-term, repeat clients $30 $360 Free-Forever Plan, 14-Day Free Trial Android and iOS
Act! Marketing automation $30 $360 14-Day Free Trial Android and iOS
Oracle Netsuite Large hotel chains On Request On Request None Android and iOS
Zoho Predictive sales analysis $14 $168 15-Day Free Trial Android and IOS
Freshsales Omnichannel engagement $15 $180 Free plan/21-Day Free Trial Android and iOS
Maximizer CRM Email integration $65 $780 None Android and iOS
Bonsai Small hotels or Airbnb $17 $204 7-Day Free Trial Android and iOS

The Best Hotel CRM Software Reviewed

We’ve compiled our top 10 list of the best CRMs for hotels based on factors like price, scalability, customization, and data security. Check out our top picks below:

1. Monday — The Best CRM for Hotels

Monday.com CRM

Best For Starting Monthly Price Starting Annual Price Free Version Compatibility
Customization options $24 $288 Free Plan Android and iOS

Monday offers the best hotel CRM software thanks to its modern UI, customization, and in-app automations. With its visually appealing interface, Monday provides an intuitive user experience.

Hotel managers can create boards and columns that align with their workflows, tailoring Monday to meet industry requirements, making it ideal for any hotel business.

In-app automations further enhance the efficiency of hotel operations. Hotel staff can create automated workflows that streamline tasks and processes, reducing manual effort.

These automations can be set up to trigger actions based on specific events, such as sending automated notifications to hotel guests or updating inventory levels.

This enables hotels to provide a seamless experience for their guests while optimizing their internal operations, and it’s why Monday.com is near the top of our list of best marketing automation CRMs.

However, Monday.com may require some customization to fully map your hotel business’s workflows, and the 14-day trial period may not be sufficient to fully explore the app.

Unsure? Read our full Monday review for more details.

Prospros

  • Modern UI
  • Highly customizable
  • Powerful automations
  • Extensive template library
  • Among the best CRMs, overall

Conscons

  • Complex navigation options

2. Salesforce — Top Choice for In-Depth Analytics and AI

Salesforce Automation

 

Best For Starting Monthly Price Starting Annual Price Free Version Compatibility
Large hotel chains $25 $300 30-Day Free Trial Android and iOS

Salesforce is another really good hotel CRM if you’re after a comprehensive solution that focuses on sales management and automation.

It offers extensive functionality, advanced lead scoring, and a range of custom reporting options, allowing you to get actionable insights into ongoing tasks, all sales, and the overall guest journey.

Salesforce offers essential tools for the hospitality sector, including robust contact and lead management for an overview of guests and leads, opportunities, accounts, notes, and activity in one location.

With Salesforce’s Einstein AI, you can prioritize leads based on predictive scores, ensuring your sales team focuses on high-potential opportunities from prospective guests.

Opportunity management allows your hotel sales team to track the progress of opportunities, including related contacts, campaign influences, and products.

Salesforce also offers robust sales forecasting, customizable reporting dashboards, and collaborative features like Salesforce Chatter for efficient team communication.

Unsure? Learn more with our in-depth Salesforce review.

Prospros

  • Comprehensive contact management
  • Opportunity management
  • Sales forecasting and customizable reporting dashboards
  • Collaborative features like Salesforce Chatter for efficient team communication
  • One of the best sales CRMs

Conscons

  • Customer support can be slow

3. Pipedrive — Best Budget Hospitality CRM

Pipedrive CRM For Hotels

Best For Starting Monthly Price Starting Annual Price Free Version Compatibility
Small hotels $14.90 $178.80 14-Day Free Trial Android and iOS

Pipedrive caters well to small businesses and is an excellent choice for any hotel business seeking its first CRM. You can easily create custom pipelines and move deals with a simple drag-and-drop input.

The platform also offers highly customizable reports and automated workflows that streamline your sales pipeline, helping to bolster customer engagement.

It integrates with calendars and email marketing software, making scheduling and communication efficient, and you can create forms, live chat, and a web scraper for lead generation and guest feedback.

Pipedrive offers several tools to help organize customer data, teams, and correspondence. It assists sales reps in prioritizing contacts and determining follow-up schedules.

Pipedrive also identifies and merges duplicate contacts to avoid redundancy in lead management efforts. That said, Pipedrive lacks some tools that growing businesses may require.

It doesn’t provide project management capabilities, for example, and offers limited email marketing tools. Additionally, features like web forms and chatbots for lead generation come at an additional cost.

Want to learn more? Here’s a full Pipedrive review.

Prospros

  • Customizable deal pipelines with drag-and-drop functionality
  • Seamless integrations with calendars and emails
  • Automated workflows for streamlined sales processes
  • Highly customizable reporting and dashboard options
  • One of the best CRMs for email marketing

Conscons

  • Limited automation options compared to other CRM systems

4. HubSpot — Top Hotel CRM Software for Mid-Sized Brands

Hubspot

Best For Starting Monthly Price Starting Annual Price Free Version Compatibility
Hotels with long-term, repeat clients $30 $360 Free-Forever Plan, 14 Day Free Trial Android and iOS

HubSpot is a top hotel CRM with a robust feature set. The ability to bundle pricing for both marketing and service features alongside the CRM makes it a convenient one-stop solution for mid-sized hotels.

The user interface is intuitive and can be easily configured to meet the specific needs of those in the hotel industry. You’ll have a neat and comprehensive view of all customer data.

This includes communications, guest preferences, reservation details, documents, notes, and associated records. Managing tasks and active deals is just as easy and intuitive.

Beyond all this, HubSpot’s reporting capabilities are robust, offering both canned reports and the ability to create custom reports. The flexibility to create customized reports is a valuable feature.

For a hospitality business looking to automate its processes and analyze data, HubSpot offers advanced options in the form of automation tools and analytics.

These features are available at higher pricing tiers and enable hotels to create email sequences and workflows and analyze data to drive informed decision-making and optimize the guest experience.

Need more? Here’s a full HubSpot review.

Prospros

Conscons

  • Higher pricing tiers for commonplace features
  • The steep learning curve for certain features

5. Act! — Popular Hotel Sales Software for Automation

crm e-commerce

Best For Starting Monthly Price Starting Annual Price Free Version Compatibility
Marketing automation $30 $360 14-Day Free Trial Android and iOS

Act! is a trusted brand in CRM platform that has stood the test of time, offering a comprehensive feature set for hotels. With integrated email marketing, it’s a top choice for running email campaigns.

Through email marketing, hotels can efficiently connect with customers, deliver targeted and personalized email campaigns, and ultimately drive loyalty and maximize revenue opportunities.

With a robust set of tools at their disposal, hotels can easily manage and automate their marketing campaigns, resulting in improved customer satisfaction and increased bookings.

Act! CRM stands out for its automation, too. Hotels can leverage the visual workflow designer to create and automate marketing campaigns, including email templates and autoresponders.

This powerful tool enables hotels to nurture leads, increase conversions, and drive revenue growth, all within the Act! CRM platform.

While the interface may have a slight learning curve, Act! compensates with a wealth of functions that empower hotel owners to streamline their sales process and efficiently manage reservations.

The in-app calendar and task management tools further enhance productivity, enabling hotel staff to manage direct bookings and the overall business strategy to ensure they deliver the best guest experience possible.

Prospros

  • Integrated email marketing capabilities
  • Tools for managing and automating marketing campaigns
  • Integration with popular email clients like Outlook

Conscons

  • Interface has a slight learning curve
  • Outdated UI

6. Oracle Netsuite — Best CRM System for Large Hotels

Oracle Netsuite

Best For Starting Monthly Price Starting Annual Price Free Version Compatibility
Large hotel chains On Request On Request None Android and iOS

Oracle NetSuite is an excellent choice for hotels seeking a comprehensive CRM solution with integrated enterprise resource planning capabilities.

With a wide range of features and seamless integration with the NetSuite business ecosystem, this CRM offers a personalized service — from sales automation to partner management and campaigns.

We recommend NetSuite for its ability to track and manage the entire customer journey, from lead acquisition to guest preferences, deal management, order processing, and customer service.

The deep integration with NetSuite’s cloud-based services eliminates the need for multiple platforms and makes it ideal for hotels after a property management system with ERP capabilities.

The CRM platforms’ user-friendly interface makes it accessible to sales reps unfamiliar with CRM systems, too.  Overall, beyond ERP functionality, NetSuite offers an impressive array of features.

This includes sales forecasting tools, upsell recommendations, commission management, event management, and a mobile app for on-the-go productivity.

It also enables effective tracking of partner-related marketing sales performance. Oracle’s customer service is also commendable; however, small businesses may find NetSuite too complex.

Prospros

  • Seamless integration with the larger NetSuite business ecosystem
  • Ability to track and manage the entire customer journey
  • User-friendly interface and straightforward navigation
  • Excellent partner relationship management and analytics capabilities

Conscons

  • Not suited to small businesses

7. Zoho — Perfect for Hotel Sales Automation 

Zoho CRM Software - Best All in One CRM

Best For Starting Monthly Price Starting Annual Price Free Version Compatibility
Predictive sales analysis $14 $168 15-Day Free Trial Android and IOS

Zoho is a versatile CRM platform that caters to the needs of hotels. It particularly benefits from seamless integration with other Zoho tools and apps like Mailchimp, Google Analytics, and QuickBooks.

The platform’s user-friendly interface also makes it easy for newcomers to learn. The mobile app lets you access contacts, leads, notes, and deals and even make calls directly from the VoIP app.

Zoho CRM’s AI, Zia, provides predictive analysis, dictation, data search, and anomaly detection features, too, but these are only available with top-tier plans.

That said, Zoho CRM excels in sales automation, offering lead generation through forms on websites, social media, and email, as well as lead scoring and workflow automation.

It also provides robust analytics and reporting capabilities, allowing you to run prebuilt and custom reports and visualize data through charts.

Collaboration tools, including Feeds, direct messaging, and tagging, facilitate teamwork within the platform. The CRM can also be integrated with project management software.

Want to learn more? Here’s a full Zoho CRM review.

Prospros

  • Free plan available
  • Automation features save time and streamline workflows effectively
  • Offers a wide range of integrations
  • User-friendly interface

Conscons

  • Steeper learning curve for complex automation setups

8. Freshsales — Popular  Hotel CRM for Cloud-Based AI Analytics

Freshsales CRM

Best For Starting Monthly Price Starting Annual Price Free Version Compatibility
Omnichannel engagement $15 $180 Free plan/21-Day Free Trial Android and iOS

Freshsales offers a comprehensive CRM platform for hotels. With its generous free plan and affordable paid plans, it’s excellent for small to midsized hotels looking to streamline their sales processes.

Freshsales empowers hotel staff with AI-powered contact and deal-scoring capabilities, which allow hotels to prioritize leads based on their level of engagement and likelihood to convert.

This helps sales teams focus their efforts on the most promising opportunities, increasing their chances of closing deals. Freshsales also offers customization options to tailor the CRM to your needs.

You can create custom dashboards, reports, and workflows and track and manage contacts, accounts, and deals according to your preferences.

It might also be the right hotel CRM for you if you want built-in phone API capabilities, as it lets you easily contact leads via chat, email, and phone, regardless of the plan you’re on.

While Freshsales has many strengths, there are a few areas that could be improved. There are some issues with customer support, including delayed responses and a lack of support on the free plan.

Unsure? Here’s an in-depth Freshsales review for more.

Prospros

  • Forever-free plan and affordable paid plans
  • Ability to contact leads via chat, email, and phone for all plans
  • AI-powered lead scoring available on all paid plans
  • Various automation options
  • Customizable dashboards and reports
  • One of the best small business CRMs

Conscons

  • Customer support could be better

9. Maximizer CRM — Best CRM for Hotels for Easy Contact Management 

best customer relationship management system automated marketing

Best For Starting Monthly Price Starting Annual Price Free Version Compatibility
Email integration $65 $780 None Android and iOS

Maximizer CRM is a functional and scalable hotel CRM system, and while the interface may appear dated, it’s user-friendly and easy to navigate.

Maximizer serves as an address book, calendar, and task organizer, allowing hotels to easily view, sort, and prioritize their workload. It offers integrations with popular productivity apps, too.

This includes some of the best email marketing tools like MailChimp and solutions like QuickBooks, and Microsoft Office, enhancing its functionality and allowing seamless data exchange.

Customizability is a strong point for Maximizer. You can tailor the interface to suit your needs, making changes to tabs and data fields and even building your own features using the API.

Maximizer also offers pipeline and deal management capabilities as well as forecasting functionality, helping to track key metrics and generate reports for informed decision-making.

Marketing teams can benefit from campaign management, email marketing, and web form builder features, while customer service teams can things like case management for efficient support.

Prospros

  • Excellent online customer support resources
  • 30-day free trial
  • Flexible deployment options
  • Highly scalable

Conscons

  • Limited range of integrations

10. Bonsai — All-in-One CRM for Hotel Management

Bonsai - Best CRM Software for Freelancers

Best For Starting Monthly Price Starting Annual Price Free Version Compatibility
Small hotels or Airbnb $17 $204 7-Day Free Trial Android and iOS

Unlike many CRM platforms, Bonsai is an all-in-one solution that includes scheduling, client management, contracts, and payments, as well as accounting tools.

Bonsai’s intuitive and visually attractive design simplifies admin tasks, too, and makes automating workflows a breeze, saving valuable time for hotel businesses.

The platform’s extensive financial management capabilities let you manage and automate payments, expenses, accounting, banking, and taxes. Plus, you can track expenses, set tax reminders, and more.

Bonsai also includes collaboration features. You can invite your team to manage tasks and even track time, eliminating the need for investing in separate software for this.

This product provides a library of prebuilt and customizable templates for various forms, too, including invoices, client contracts, and session templates.

Prospros

  • Comprehensive features, including scheduling, client management, and financial management tools
  • Simplifies administrative tasks and automates workflows
  • Collaboration features
  • Prebuilt templates for quick customization of forms

Conscons

  • Relatively short seven-day free trial duration

What is a Hotel CRM System?

A CRM system – for Customer Relationship Management – is a software solution designed specifically for the hospitality industry to manage and optimize guest interactions and relationships.

It serves as a centralized platform where hotels can collect, store, analyze, and use client data to enhance the guest experience, improve customer loyalty, and streamline hotel operations.

Hotel CRMs typically include features like event management and will allow hotels to gather guest information from multiple sources, such as online reservations, check-in forms, and guest feedback.

This data is then stored in a centralized database, creating comprehensive guest profiles that capture preferences, direct bookings, preferences, and other relevant information while conforming to data protection legislation like GDPR.

Why Do Hotels Need a CRM?

Hospitality businesses can benefit significantly from a CRM system, as these tools let them manage relationships with guests throughout their journey, from booking to post-stay interactions.

Hotels can tailor guest experiences to their preferences. By accessing guest profiles, staff can anticipate guest needs and deliver personalized services to boost the overall guest experience.

This personalization helps with gaining more guests and word-of-mouth recommendations. CRMs also enable hospitality businesses to implement and manage loyalty and rewards programs.

By tracking guest interactions and spending patterns, businesses can offer targeted rewards, incentives, and exclusive benefits to loyal customers.

CRM systems facilitate the tracking of loyalty program status, points accumulation, and redemptions, thus encouraging repeat business and driving customer retention.

Read More:

How We Ranked the Best Hotel CRM Solutions

We know those in the hospitality industry require a CRM that has functionality suited to this sector. To ensure we offered the very best options, we took numerous factors into consideration when forming our ranking of the best hotel CRM software, including:

Property Management Integrations

One of the key aspects we took into account when ranking the top hotel CRM systems was whether the CRM offered integration options with property management systems (PMS) – helping you sync your reservations, inventory, and guest profiles.

Guest Management

Guest Management

We also factored in whether the CRM allows you to create detailed guest profiles to include special requests, their stay history, etc., meaning customization was a key aspect we noted when we formed our list. Being able to send targeted messages to guests and built-in (or integrated) loyalty programs were prioritized.

Automation

Automation

We also took into account sales and marketing automation capabilities with built-in email marketing when we created and ranked our list of the top hotel CRMs. Being able to automate campaigns, follow-ups, and promotions, as well as lead tracking and nurturing, are important to the hospitality industry, so this was a key factor we considered.

Reservation Management

Reservation Management

We also took into account whether the CRMs let you manage bookings (with something as close to a booking engine as possible) and cancellations from a centralized dashboard. Whether this is built in or there’s an option to integrate with tools for this and inventory management, we factored this into our ranking.

Compliance

Compliance

Regardless of the industry, we make sure to factor in data compliance with regulations like GDPR and PCI-DSS, and as secure payment processing is important in the hospitality industry, this was also taken into account when we compiled our list.

Beyond all the above, we also factored in the available support (customer support and documentation), the omnichannel support for communicating and engaging with leads and customers, and the level of analytics and reporting on offer.

How to Choose the Best Hospitality CRM 

Hotel Size and ComplexityFunctionalityEase of UseScalabilityIntegrationsCustomizationData Security and ComplianceSupport

You’ll need to understand the size and complexity of your hotel operations and plan accordingly. Larger hotels with multiple properties and diverse offerings may require a more robust CRM solution that can handle complex operations and integrations with other systems.

Different CRM systems offer a wide range of features and functionality. When choosing a CRM for hotels, look for features such as guest profiling, segmentation, personalized communication, reservation management, loyalty program integration, reporting and analytics, marketing campaign management, and integration capabilities with other hotel systems.

You’ll also need to ensure that the CRM system has an intuitive user interface that is easy for your staff to navigate and use efficiently. A user-friendly CRM will streamline adoption and reduce learning time for your team, saving you costs in staff downtime and training.

Plan for the future and pick a CRM that can accommodate your hotel’s growth and expansion plans. It should be capable of handling increasing volumes of guest data, additional properties, and growing customer interactions as you expand across multiple locations.

The CRM’s ability to integrate with other essential hotel systems is vital. This can include property management systems, central reservation systems, revenue management systems, online travel agencies, and review platforms. Seamless integration ensures data synchronization and enhances operational efficiency.

CRM marketing software offers customization options to tailor the system to your hotel’s specific needs and branding requirements. Customization also allows you to align the CRM with your hotel’s unique workflows and guest service standards.

Data compliance is extremely important when running a hospital business, so the CRM provider you choose needs to follow robust data security measures and comply with relevant data protection regulations.

Guest data privacy should be a top priority, and the CRM should provide strong security protocols, data encryption, and access controls.

The best CRM systems for hotels will offer extensive customer support and training. Look for responsive customer service, documentation, training resources, and user communities to assist your staff in utilizing the CRM effectively.

Read More: 

Conclusion

Based on our comprehensive analysis of the top CRM software solutions for hotels, the clear winner for 2024 is Monday.com. With its robust features and tailored functionalities for the hotel industry, Monday.com stands out as the best choice for hotels seeking to elevate their customer relationship management.

Monday.com offers a user-friendly interface, seamless integration with hotel operations, and powerful tools for guest management, reservations, and marketing campaigns. It empowers hotel staff to deliver personalized experiences and streamline operations, ultimately enhancing guest satisfaction and driving revenue growth.

Whether you’re a small boutique hotel or a large hospitality chain, Monday CRM provides the necessary tools to optimize your customer relationships and elevate your hotel’s performance.

FAQs

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Sam Dawson
Technology Review

Sam is a cybersecurity researcher working in the field of hardware security and AI-driven penetration testing. He has spent the last few years contemplating some of the ways in which computers have been built wrong, and how we can possibly detect those flaws. When not stressing out over arcane details of computer hardware, Sam can be found advocating for data privacy in his spare time.