Are you looking to STAY AHEAD of the competition in 2023? If so, investing in the best Customer relationship management (CRM) software for hotels is a must.
A good CRM will allow you to streamline marketing, maximize customer engagement and loyalty, and make more informed decisions about your business.
Throughout my years in the hospitality business, I’ve used many CRM software, so the TYB team and I put together an in-depth guide about the most advantageous parts of each software and which option would fit your needs the best!
What were some of our criteria?
- Features comparison of each software
- Pricing relative to advantages
- Pros/Cons reflecting TRUE needs in the hotel industry
- Researching reviews of actual third-party customers
What is the Best Hotel CRM Software This Year?
The best hotel CRM software for 2023 is not a one-size-fits-all answer. The best solution depends on the size of your business, your budget, and the features that you are looking for.
CRM software combines several different parts of the business, but with the unique service of hotels, certain hospitality CRM can help you cover all the bases!
The list of hotel CRM that we’ll cover is…
- Revinate
- Freshsales
- Guestware
- Experience Hotel
- Monday.com
- Hapiguest
- Guestfolio
Revinate
Why We Picked It
Revinate is arguably the best hotel CRM software on the market right now. It offers a comprehensive suite of features that make it easier to manage customer relationships, track data, and increase loyalty.
The software has automated processes for marketing campaigns, contact management, guest feedback collection, and analytics. Plus, it integrates with several other hotel-focused services like hotel operations and online booking engines.
What sets Revinate apart from the competition is its ability to deliver personalized experiences for guests. This includes sending automated emails, SMS messages, web forms, and even custom surveys that provide valuable insights into customer preferences and behavior.
Pricing
When it comes to Revinate, they have an option for a live demo where you can receive a consultation and get pricing for your hotel. Contact Revinate to request pricing for your specific hotel needs.
Pros
- Strong reputation management from hundreds of sites
- Performance tracking is excellent
- Offers guest feedback and survey forms
Cons
- Can't handle tickets and customer inquiries over the phone
- Lead scoring is weaker than other CRM system
- You cannot edit a guests profile
Freshsales
Why We Picked It
Freshsales is one of the best CRM software for hotels because it offers an easy-to-use interface, powerful lead-scoring capabilities, and a comprehensive suite of features. It has automated processes for lead management, customer engagement, and more.
Plus, it integrates with several hotel-focused services, such as review portals and online booking engines.
The software also includes detailed customer profiles that track customer purchase history, preferences, conversations, and more.
This makes it easier to segment customers based on their needs and send personalized emails or messages.
Pricing
Freshsales has different pricing plans, so you can choose which one is right for your business’s needs and budget.
Free Plan: This plan is free and comes with basics like built-in chat, email, and phone. It also includes the Mobile app, contact and account management, and contact lifecycle stages.
Growth Plan: This plan costs $15 a month per user and includes sales sequences, a visual sales pipeline, and AI-Powered contact scoring.
Pro Plan: This plan costs $39 a month per user and includes sales team & territory management, time-based workflows, and more.
Enterprise Plan: This plan costs $69 a month per user and includes custom modules, up to 5,000 bot sessions a month, and a dedicated account manager.
Pros
- Versatile analytics and robust reporting
- Integrates with Zapier, Mailchimp, and other SaaS
- Strong web page leads
Cons
- Overwhelming amount of features
- The free plan doesn't come with many CRM tools
- Not specifically made for the hospitality industry
Guestware
Why We Picked It
Guestware is the perfect CRM software for hotels, as it offers an extensive array of features and resources for customers. It has automated processes for customer feedback, loyalty programs, online booking engines, and more.
Plus, GuestWare integrates with other hotel-focused services like guest management systems and review portals.
What sets GuestWare apart from the competition is its ability to deliver a personalized guest experience.
This includes automated emails, SMS messages, web forms, and even custom surveys that provide valuable insights into customer preferences and behavior.
Pricing
Guestware offers a different pricing system based on the number of rooms available in your hotel. They also have an option for a live demo where you can receive a consultation and get pricing for your hotel.
Select Plan: This plan starts at $112 per 50 rooms and includes incident tracking, auto dispatch, and rapid response.
Suite Plan: This plan starts at $200 per 50 rooms and includes process improvement, guest recognition, pre-arrival planning, and PMS integration, along with much more.
Plus Plan: This plan comes with loyalty options, so be sure to contact Guestware to get pricing and a demo.
Pros
- Made specifically for hotel businesses
- Guest recognition software
- Strong data analytics
Cons
- The dashboard is tough to navigate
- Need a more expensive package to get basic marketing outreach tools
- A lot of steps through CRM processes
Experience Hotel
Why We Picked It
Experience Hotel is an all-in-one CRM software for hotels, as it provides everything you need for your guests. It includes automated processes for reservations management, customer feedback, loyalty programs, and more.
Plus, Experience Hotel integrates with other hotel-focused services like review sites and online booking engines.
The beauty of Experience Hotel lies in its ability to provide a personalized guest experience.
It includes automated emails, SMS messages, web forms, and even custom surveys that provide valuable insights into customer preferences and behavior.
Pricing
Experience Hotel offers pricing plans based on different parts of the hospitality business. It also varies based on the services offered.
Email Campaign & Revenue Pack: This plan is around $105 per month and includes automated marketing, email campaigns, and database management.
Guest Relation Pack: This plan is around $115 per month and includes customer satisfaction tools, such as pre welcome form, development of B2B clients, upsell/upgrade, and more.
All-In-One Pack: This plan is around $195 per month and includes all customer satisfaction tools and marketing pack tools and helps improve your ROI.
Pros
- Valuable re-booking tools are easy to use
- Well-timed surveys help customer experience
- Ability to build campaigns for specific target segments
Cons
- Integration could be better with PMS interfaces
- The text input feature can be spotty
- Tougher to get add-on features
Monday.com
Why We Picked It
Monday.com is one of the best CRM software for hotels, as it offers an extensive array of features and resources tailored to businesses in the hospitality industry.
It has automated processes for customer feedback, loyalty programs, online booking engines, and more. Plus, Monday.com integrates with other hotel-focused services like review sites and guest management systems.
Monday.com’s biggest strength is its intuitive dashboard, which provides you with all the relevant information in one place. This makes it easy to keep track of customer data, reservations, communications, and other processes.
Pricing
As far as pricing goes, Monday.com has quite a few different pricing plans, including a free forever plan as well.
Individual Plan: This plan is free and comes with up to two team members, 1,000 leads, and web forms to capture leads.
Basic Plan: This plan costs $10 a month per seat and includes iOS & Android apps, unlimited free viewers, unlimited contacts, and customizable pipelines.
Standard Plan: This plan costs $14 a month per seat and will help automate sales processes and streamline communication. It also includes activity management, quotes & invoices, and custom CRM integrations.
Pro Plan: This plan costs $24 a month per seat and is targeted toward gaining insight into your entire sales cycle and forecasting. It also includes sales analytics, Google calendar, email tracking, and automation.
Pros
- 24/7 customer support
- Free forever plan
- The automation feature generates alerts and notifications
Cons
- Integration issues
- The free basic plan has limited key features
- All paid plans have a three-seat minimum
Hapiguest
Why We Picked It
Hapiguest is one of the best CRM software for hotels due to its user-friendly interface and automated features. It includes a robust customer feedback system, loyalty programs, reservations management, automated emails, SMS messages, and more.
Plus, Hapiguest offers integrations with other hotel-focused services like review sites and online booking engines.
This makes it easy to manage customer data from one central platform, as well as analyze customer behavior to gain valuable insights.
Pricing
Hapiguest has a 30-day free trial available. Past that, they average around $4.80 a year per room for an annual subscription.
To get specific pricing for your hotel business, you can contact their website for more details.
Pros
- Scalable pricing based on the number of rooms
- Customizable guest flows for marketing campaigns
- Can synchronize data with Salesforce Cloud
Cons
- Have to integrate with third-party products to get management capabilities
- The platform only serves data management functionally
- Pricing isn't transparent until you contact them
Guestfolio
Why We Picked It
Guestfolio is one of the best CRM software for hotels, as it has a wide range of features designed to help hoteliers boost customer satisfaction and ROI.
Guestfolio’s key feature is its automated workflow, which makes it easy to manage customer data, reservations, communications, loyalty programs, and more.
Plus, Guestfolio integrates with other hotel-focused services like review sites and online booking engines.
Guestfolio is also extremely user-friendly, making it straightforward to analyze customer behavior and gain valuable insights.
This helps hotels understand what their guests are looking for and anticipate their needs more effectively.
Pricing
Pricing plans vary depending on the size of your hotel. Contact Guestfolio to schedule a demo and find out about pricing.
Pros
- A trip planner feature is available
- Plenty of integration with other Cendyn platforms
- Specializes in unique hospitality businesses
Cons
- Email designing can become glitchy
- Pricing is not transparent without contacting the company
- Tools can take time to get used to
What is a Customer Relationship Management Software?
Customer relationship management (CRM) software is a tool that businesses use to track and manage customer interactions. It enables organizations to store contact information, automate processes, create marketing campaigns, and better understand customer behavior.
With a CRM system, businesses can improve customer experience by delivering personalized experiences across multiple channels.
CRM software provides insights into customer data, enabling businesses to make more informed decisions about marketing campaigns and sales processes. Ultimately, this helps them acquire and retain customers more effectively.
What to Look for in a CRM for Hotels
Customer Relationship Management Tools
Customer Relationship management tools for hotels should include features that enable businesses to track customer data, automate marketing processes, and provide personalized experiences.
Here are a few key features to look for when shopping for CRM software:
• Automated workflow: An automated workflow enables hotel staff to manage customer data more efficiently, as well as create marketing campaigns and personalized guest experiences.
• Data integration: Integrating customer data from multiple sources helps hotels gain valuable insights into customer behavior. This can make it easier to craft more effective marketing strategies.
• Customer feedback system: A customer feedback system allows hoteliers to quickly gather and analyze customer feedback, helping them provide better guest experiences and increase satisfaction levels.
Customer Data Tools
When selecting customer data tools for your hotel business, look for features like automated workflow and integrations that make it easy to manage customer data. Also, consider the amount of customization the platform provides, as well as its pricing structure.
Be sure to do some research on a few different platforms before making your final decision. With the right customer data tools in place, your hotel business will be better equipped to acquire and retain customers for the long term.
Sales Tracking Tools
Sales tracking tools are essential to any hotel business, as they enable staff to stay on top of reservations, payments, and customer data.
With sales tracking tools, hotels can track sales progress in real-time, analyze customer purchase patterns, and gain valuable insights into customer behavior.
Ability to Track Inventories
When selecting a hotel CRM system for your hotel business, it’s important to make sure that it includes an inventory tracking feature. This will help you keep track of your hotel’s stock and manage sales more effectively.
Look for a hotel CRM that allows you to easily record inventory levels and set up alerts to remind you when supplies are running low. This will help ensure that you always have enough stock on hand to meet customer demand.
Ability to Track Room Occupancy
When selecting a hotel CRM platform, it’s important to make sure that it includes the ability to track room occupancy.
Room occupancy tracking will enable staff to keep tabs on room availability, see which rooms are being booked and when, identify trends in customer preferences, and more.
This feature can also automate certain tasks, such as setting up promotions and discounts. With the right room occupancy tracking tools, hotels can optimize their operations and better understand customer behavior.
Invoice Automation
Invoice automation is a must-have for any hotel business. Automating the invoicing process not only simplifies the task of managing payments and tracking customer data but also increases efficiency and accuracy.
When selecting a CRM solution for your hotel business, look for one that enables you to automate the invoicing process and integrate it with other systems, such as accounting software.
This will help streamline your operations and ensure that invoices are sent out quickly and accurately.
Customer Loyalty Tools
Customer loyalty tools are key for any hotel business. These tools enable staff to track customer data and create tailored loyalty programs, allowing them to reward customers for their loyalty and keep them coming back.
Look for a customer loyalty tool that is easy to use and provides plenty of customization options. This will allow you to create unique programs that are tailored to your hotel’s specific needs and goals.
How We Chose the Above CRM Software
Personal Testing
In order to identify the right hospitality CRM software for your hotel business, we performed over a dozen tests on various platforms to see which ones provided the best features and value.
We considered factors such as ease of use, customization options, customer loyalty tools, sales tracking tools, invoice automation, and more.
Customer Reviews
We also took into account customer online reviews of various CRM solutions and considered the feedback from both regular customers and industry professionals.
This helped us identify the features and tools that were most important for hotel CRM, as well as any potential issues with particular platforms.
Feature Sets
Next, we looked at the feature sets of each hotel’s CRM. This enabled us to identify which ones had the most comprehensive set of features, as well as the most user-friendly options.
From marketing teams and incident management to property management systems and sales tools, we took into account the more critical features of improving customer satisfaction!
Pricing
Finally, we considered the cost of the different hotel CRM solutions. This was a critical factor in our decision-making process, as it helped us decide which software provided the best value for money.
We looked at the different pricing plans, assessed their features and capabilities, and ultimately chose the one that provided the best cost-benefit ratio.
At the end of our research, we were able to identify a number of excellent hotel CRM solutions that provide a comprehensive set of features and great value for money.
CRM Hotels Conclusion
Hotel customer relationship management offers a number of advantages for hospitality businesses, including improved customer experience, automated invoicing, and more.
When selecting the right CRM platform for your hotel business, it’s important to consider key factors such as ease of use, customization options, customer loyalty tools, sales tracking tools, invoice automation, and pricing.
By taking into account all of these factors, you’ll be able to choose the right CRM solution that is tailored to your specific needs and goals.
With a powerful hospitality CRM system in place, you can take your hospitality business to the next level!
Let us know what you thought of our list! Did we miss any great CRM systems in the hospitality industry, or do you have success with any of the hotel CRM systems?
Hotel CRM FAQ
Hotel CRM stands for hotel customer relationship management. It is a system that enables hospitality businesses to manage customer relationships, automate processes, track sales, and more.
The best CRM for hotels will depend on your specific needs and goals. Consider factors such as ease of use, customization options, customer loyalty tools, sales tracking tools, invoice automation, and pricing when selecting the right CRM solution for your hotel business.
Examples of CRM can be seen above in our list. They can be Monday.com, Freshsales, Experience Hotel, and more!
The 3 types of CRM are Operational CRM, Analytical CRM, and Collaborative CRM. Operational CRM focuses on automating business processes.
Analytical CRM uses data to drive decisions and improve customer relationships, and Collaborative CRM improves customer service by enabling better communication between customers and businesses.
Monday.com and Salesforce are the most popular CRM solutions. Monday.com is a powerful project management software, while Salesforce provides an all-in-one customer relationship management platform that offers a wide range of features.
