23 Best CRM Software for Hotels: The Ultimate List of Hotel CRM Software

No matter what group you’re catering to, hotel guests always want to see certain qualities. Cleanliness, clear communication, and peaceful sleeping environments are at the top of the list, according to JD Power research. But your guests want more than the minimum.

What’s the key to success in the hospitality industry? Understanding your guests, of course. Imagine you could predict what potential guests want, anticipate their preferences, and offer personalized experiences right away. That would give you a huge competitive edge, right?

No need to imagine anything. Not when you have Customer Relationship Management (CRM) software at your disposal. CRM software is more than a tool. It’s your personal concierge, marketing guru, and data analyst rolled into one. It’s basically a cheat code for small business owners.

In spite of all of that, it’s estimated that only around 20% of hotels worldwide use CRM software. If you want to provide your guests with a 5-star experience, you could use some CRM in your life. Today, we’ll explore the top CRM software specifically designed for hotels.

What is Customer Relationship Management (CRM)?

Customer Relationship Management, or CRM for short, is basically a digital Rolodex on steroids. CRM software will not only store contact information but track every interaction between your establishment and your customers.

You can look at your hotel CRM software as a hub of customer data, which allows you to find patterns, predict trends, and find out as much as possible about your guests.  

More than three-fourths of hotel managers – 76% of them, to be exact – have said that a CRM system has helped them analyze guests. In turn, that allows them to analyze their needs and understand how to fulfill them.

By having a deeper understanding of your hotel customers, you’ll be able to build strong relationships and turn one-time visitors into loyal, yearly guests.

How Do Hotel CRM Tools Work?

How does hospitality CRM software work?

Ok, imagine this: your customer service, sales management, and marketing teams are a well-coordinated orchestra, with each instrument playing harmoniously to create a symphony of personalized guest experiences.

That’s how CRM systems work for business owners in the hospitality industry. These tools collect and organize customer data, keep track of interactions, handle inquiries, and automate marketing campaigns. All from a single interface.

The CRM platform is your conductor. It makes sure each part of your business performs in sync and crates a masterpiece of customer satisfaction.

What is the Best Hotel CRM Software?

In 2023, Zoho stands out as the best CRM tool for hotels. It’s used by more than 50,000 organizations in over 160 countries around the world and the features it offers cater perfect hotels of all sizes. Some of the features useful for the hospitality industry include:

  • Seamless user experience for sales teams
  • Integrates effortlessly with most hotel CRM software solutions
  • Provides  great customer service tools to handle your guests

With Zoho’s analytics and reporting capability, hotel owners can gain valuable insights into the behavior of their guests.

Of course, that’s just our pick. Asking what’s the best CRM software depends on your budget, needs, and goals. For instance, if you’re using an existing hotel management software, you can use a CRM system that will easily integrate with it.

What Are the 3 Types of Customer Relationship Management (CRM) Software?

When it comes to hotel Customer Relationship Management, there are exactly three types of software you need to know about. Again, let’s use a simple metaphor to explain all of this.

You can think of your CRM software as a three-course meal. Each course is there to satisfy a different business aspect:

  1. Operational CRM (Appetizer): This prepares your business for the main course. Operational CRM software streamlines sales, marketing, and service automation, laying the groundwork for improved efficiency.
  2. Analytical CRM (Main Course): Now this is where the real flavors come out. Analytical CRM will digest customer data, analyze their behavior, and provide actionable insights to improve your business relationships.
  3. Collaborative CRM (Dessert): Collaborative Hotel CRM will finish the night off and tie everything together. It integrates all departments in your business, enabling them to share customer information and work together to enhance the customer experience.

Benefits of Using a Customer Relationship Management (CRM) System

Marketing automation, contact management, customer loyalty… These are just a few things CRM systems can help you with. This software is packed with lots of useful tools, each specifically designed to enhance a different aspect of your business.

Here are a few benefits your hotel business can look forward to when using CRM software:

Improve Customer Satisfaction

First things first, a good hotel CRM tool gives you a digital porter for each guest. A hotel CRM will anticipate the needs of your guests, remember their preferences, and make their experience personalized as well as memorable.

Collect Customer Data

Collecting and processing data is crucial for improving customer satisfaction. Functioning as a personal data management manager, a CRM tool will gather customer information, analyze their behavior, and turn it into actionable insights for your sales team.

Contact Management

Your hotel business depends a lot on customer loyalty. Collecting and storing a good number of contacts, knowing when to follow up, and when to offer a loyalty program are all important steps in customer relationship management. That’s what your CRM is there for.

Manage your Inquiries

No matter how good your service is, your customers will have questions from time to time. A good CRM database will allow your hospitality business to manage inquiries, resolve issues, and make sure every guest feels heard and valued.

Marketing Automation

When you’re operating a small business in the hospitality industry, running marketing campaigns might seem like a huge hassle. But thanks to hotel CRM marketing automation software, your marketing team can automate campaigns, track performance, and ensure your efforts hit the mark every time.

What to Look for in Hospitality CRM Software

Of course, CRM systems aren’t only meant for hospitality businesses. Just like you wouldn’t hire a bar manager to run your hotel, you don’t want to invest in a generic CRM solution that will do nothing for your business. You need a solution that caters to the hotel industry.

In simple terms, you need a CRM solution that’s created for hotel businesses. Here’s how to differentiate the best hotel CRM systems from the rest:

Integration: The software should seamlessly blend with your existing systems like a virtuoso joining an orchestra.

Customization: Every hotel is unique, and your CRM should be able to tailor its services to fit your specific needs, like a bespoke suit.

Scalability: As your hotel grows, so too should your CRM. It needs to handle increased loads and additional features as your business evolves.

User-friendly: The software should be easy for all staff members to navigate, akin to a well-laid-out hotel lobby.

Customer Support: Just like your guests appreciate 24/7 support, your CRM provider should also offer prompt and helpful customer service.

23 Best Hospitality & Hotel CRM Software for 2023

We’ve talked a lot about Customer Relationship Management software. Now, we should do what we promised: give you a list of the best hospitality CRM tools on the market. Without further ado, here are the top 23 hospitality CRM software solutions.

1. Zoho

Zoho CRM shines as a comprehensive suite offering robust features for the hospitality industry. This all-in-one CRM provides exceptional customer service tools, integrates seamlessly with various systems, and shines with detailed analytics.

What you should like about it:

  • Comprehensive features
  • Superior customer service tools
  • Seamless integration with other tools
  • Valuable customer behavior insights

What you’ll like less about it:

  • Complicated for first-time users
  • Customization may require assistance from support

2. Pipedrive

Tired of simple property management systems? Looking for something that will engage both sales and marketing? Pipedrive is the salesperson of CRM tools, designed to streamline your sales department processes and maximize conversions. It ensures that no lead falls through the cracks and every opportunity is capitalized on.

What you should like about it:

  • Customizable pipeline and deal tracking
  • Robust sales activity tracking and reporting
  • Seamless integration with popular business tools
  • Mobile app for on-the-go access

What you’ll like less about it:

  • Limited marketing automation features
  • Advanced customization may require technical expertise

3. HubSpot

If you want to handle property management, enhance your hotel brand, and save on your advertising budget, HubSpot CRM is right for you. The tool is like your hotel’s personal marketing guru. It offers a complete platform for sales, customer service, and marketing – a perfect solution for hotels aiming to enhance their online presence and generate more leads.

What you should like about it:

  • The interface is extremely user-friendly
  • Gives you access to marketing automation
  • Has customizable fields and workflows

What you’ll like less about it:

  • Lacks advanced functionality of other CRMs
  • Somewhat limited when it comes to processing large amounts of data

4. NetSuite CRM

Improving customer satisfaction doesn’t need to be overly complicated. NetSuite CRM is the concierge of CRM software, offering a holistic view of your customers. From sales and marketing to customer service and analytics, NetSuite covers it all, ensuring your guests have a seamless experience.

What you should like about it:

  • Comprehensive suite of CRM features for sales, marketing, and customer service
  • Advanced reporting and analytics capabilities for data-driven decision making
  • Scalable solution suitable for both small businesses and enterprise-level organizations

What you’ll like less about it:

  • Support may vary depending on the NetSuite edition
  • Limited flexibility for extensive customization

5. Keap

If you’re looking for ways to enhance guest satisfaction while efficiently managing hotel operations, you might want to consider using Keap. Formerly known as Infusionsoft, Keap acts as a personal assistant for your hotel, helping you handle your contacts, streamline your schedule, and automate your marketing tasks. It’s particularly beneficial for small to mid-sized hotels, providing an ideal solution for improving overall guest experience.

What you should like about it:

  • Suitable for small to mid-sized businesses in the service industry
  • User-friendly interface and intuitive workflow
  • Offers customizable templates for email and campaign creation
  • Provides robust customer support and training resources

What you’ll like less about it:

  • Reporting and analytics capabilities may be limited compared to other CRMs
  • Pricing plans can be relatively higher for certain business sizes and needs

6. Salesforce

If you’re in the hospitality industry, chances are you’ve come across Salesforce. It’s like the big player when it comes to CRM software, dominating the field. What makes it stand out is its cloud-based system that offers a whole bunch of features tailored specifically for hotels. From boosting sales and providing top-notch service to running effective marketing campaigns and analyzing data, Salesforce covers it all. It’s basically a must-have tool for anyone working in hotels, giving you the edge you need to excel in the industry.

What you should like about it:

  • Highly customizable and scalable solution for businesses of all sizes
  • Integrates well with other Salesforce products and third-party applications
  • Offers a vast ecosystem of add-ons and extensions
  • Provides strong community support and a wide range of training resources

What you’ll like less about it:

  • Requires dedicated resources for customization and ongoing management
  • May have more features than necessary for small businesses with simpler CRM needs

7. Thryv

Hospitality businesses are often forced to multitask in an effort to save money. Luckily, Thryv is the multitasker of CRM software, offering a plethora of features from appointment scheduling to social media management. It’s designed to cater to the needs of small and medium-sized businesses, making it an ideal choice for boutique hotels and bed & breakfast establishments.

What you should like about it:

  • All-in-one CRM solution with features for customer management, online presence, and marketing
  • User-friendly interface and easy navigation
  • Provides customizable email templates and campaign automation
  • Offers customer communication and appointment scheduling tools

What you’ll like less about it:

  • Some users may find the reporting and analytics capabilities limited
  • Integration options with other third-party applications may be limited

8. EngageBay

Why spend money expanding your sales team and marketing tools when you have EngageBay? It is like a digital marketing agency in your pocket. This CRM solution offers comprehensive marketing automation, email marketing, and lead generation tools, making it a top pick for hotels looking to ramp up their marketing efforts.

What you should like about it:

  • User-friendly interface and intuitive workflows
  • Provides customizable email templates and automation features
  • Affordable pricing plans suitable for small businesses
  • Strong customer support and training resources available

What you’ll like less about it:

  • Integration options with third-party applications may be limited
  • Some users may find certain features or functionalities lacking in depth

9. Freshworks

Juggling email marketing and loyalty programs is becoming overwhelming for you? Freshworks CRM, previously known as Freshsales, is like a breath of fresh air for your customer management. It provides a 360-degree view of your customers, helping you offer personalized service and build strong relationships.

What you should like about it:

  • Feature-rich CRM system with tools for sales, marketing, and customer support
  • User-friendly interface and intuitive navigation
  • Provides automation features for email, lead management, and workflows

What you’ll like less about it:

  • Customer support response times may vary depending on the subscription plan
  • Some users may find certain features or workflows less flexible compared to more customizable CRM solutions

10. GetResponse

Speaking of sales and marketing, GetResponse is the marketing maestro of hotel CRMs, offering tools for email marketing, landing pages, conversion funnels, and webinars. It’s perfect for hotels aiming to boost their brand and attract more guests.

What you should like about it:

  • Offers email marketing and automation capabilities
  • Provides customizable sales pipelines and deal tracking
  • Affordable pricing plans suitable for small businesses

What you’ll like less about it:

  • Lack of advanced functionalities and features
  • Integration options with third-party apps limited

11. ActiveCampaign

Do you need property management? How about sales tools?Marketing campaigns too? ActiveCampaign is like the Swiss Army Knife for hospitality businesses, offering a variety of tools in one platform. From email marketing to sales automation, this software makes it easy to manage your guest relationships.

What you should like about it:

  • Powerful marketing automation features integrated with CRM
  • Advanced email marketing capabilities, including personalization and segmentation
  • Offers lead scoring and behavior tracking for effective lead management

What you’ll like less about it:

  • Steeper learning curve due to the complexity of the system
  • Some users may find the interface overwhelming or cluttered

12. Insightly

If collecting guest data in an effort to optimize the sales process and score repeat customers is your main aim, we have a tool for you. Insightly CRM is like your hotel’s in-house data analyst. It offers powerful analytics and reporting tools, helping you understand your guests better and make data-driven decisions.

What you should like about it:

  • User-friendly interface with intuitive contact and project management features
  • Offers robust integration options with popular third-party applications
  • Provides customizable pipelines and automation workflows
  • Offers project management capabilities alongside CRM functionality

What you’ll like less about it:

  • Lack of effective customer support
  • Larger platforms have better analytics

13. Microsoft Dynamics

Even Microsoft has its own hospitality CRM solution. Microsoft Dynamics 365 is a CRM powerhouse offering advanced capabilities for sales, customer service, and marketing. With its robust features and Microsoft’s reputation for reliability, it’s an excellent choice for larger hotels.

What you should like about it:

  • Deep integration with other Microsoft tools and applications
  • Scalable solution suitable for small businesses to enterprise-level organizations
  • Robust reporting and analytics capabilities for data-driven insights
  • Offers industry-specific solutions and customization options

What you’ll like less about it:

  • Requires dedicated resources for customization and ongoing management
  • High implementation and maintenance costs

14. HelloShift

Hotel sales is a team effort. HelloShift Sales CRM is built for how hotels operate — it adds the front desk to the sales team and uses collaboration to turn a sale into guest success by bringing together the entire team.

  • Capture New Leads (Front Desk – Sales)
  • Nurture & Close deals (Sales – Management)
  • Deliver Guest Success (Front Desk – Engineering, Housekeeping, F&B, Sales)

The front desk is the communication hub of the hotel. They talk with guests on the phone and in-person everyday, and the front desk encounters many sales opportunities that would slip away without a simple system in place. For instance, the front desk might field a call from a guest asking if the hotel has a special rate with a company or have a visitor in the lobby ask if the hotel supports events.

What you should like about it:

  • Offers features for guest messaging, reputation management, and guest data collection
  • Streamlines communication with guests through multiple channels
  • Provides automation tools for efficient guest interactions and service requests
  • Helps hotels improve guest satisfaction and manage online reviews effectively

What you’ll like less about it:

  • May not offer as extensive a feature set as larger, more comprehensive CRM platforms
  • Limited scalability for large hotel chains or enterprises with complex CRM needs

15. Hotelbird

Property management has never been easier than with Hotelbird. The CRM is like the front desk staff member who never sleeps. Specializing in digital check-ins and check-outs, Hotelbird streamlines your front desk operations and gives your guests the convenience they crave.

What you should like about it:

  • Streamlines guest check-in and check-out processes with digital solutions
  • Offers contactless technology for enhanced guest experience and safety
  • Provides features for room service requests and personalized guest communication

What you’ll like less about it:

  • Customization options for branding and unique workflows may be restricted
  • Limited scalability, features, and integrations compared to other CRMs on the list

16. Revinate

Are you looking to appeal to as many potential customers as possible? Revinate is the CRM for you. Specifically designed for hotels, it offers tools for reputation management, guest marketing, and collecting guest feedback, making it a comprehensive solution for your CRM needs.

What you should like about it:

  • Provides reputation management tools for monitoring online reviews
  • Offers personalized email marketing and guest communication features
  • Helps hotels drive guest loyalty and enhance their online reputation

What you’ll like less about it:

  • Pricing options may not be affordable to certain hotels
  • Customer support may be reliant on community forums and resources

17. EspoCRM

Do you want a more innovative tool? EspoCRM is the agile player in the CRM market, offering open-source software that’s customizable to your hotel’s needs. Its focus on social CRM also makes it a great choice for hotels looking to leverage their social media presence.

What you should like about it:

  • Open-source CRM with customizable features and workflows
  • Offers flexibility for businesses to adapt the CRM to their unique needs
  • Provides integration options with popular third-party applications
  • Suitable for small to mid-sized businesses with diverse CRM requirements

What you’ll like less about it:

  • Probably requires technical knowledge for advanced customization options
  • User interface and overall design may not be as visually appealing or intuitive as some other CRM

18. IQware

IQware is like the all-rounder in the world of hotel CRM software. With its wide range of features, from reservation management to online distribution, it offers everything you need to manage your hotel effectively.

What you should like about it:

  • Dedicated CRM solution designed specifically for the hospitality industry
  • Offers features for guest management, reservations, and front desk operations
  • Provides integration with property management systems (PMS)

What you’ll like less about it:

  • May have limited availability or support for certain geographic regions or markets

19. Profitroom

Do you want to increase sales activities and build customer loyalty? Profitroom positions itself as a sales booster for your hotel. It’s a hospitality CRM specifically designed for hotels, offering a range of features from direct booking benefits to communication tools.

What you should like about it:

  • Specialized CRM solution tailored for the hospitality industry
  • Offers features for direct booking management and revenue optimization
  • Provides integration options with popular hotel management systems

What you’ll like less about it:

  • May have higher pricing compared to some other CRMs in the market

20. Bingoforge

AI is becoming a game changer in many industries. Bingoforge is an innovative contender in the CRM industry, offering a solution that combines artificial intelligence with customer relationship management. It’s an ideal choice for hotels that want to leverage AI to personalize their guest experiences.

What you should like about it:

  • Specialized CRM solution designed for the gaming and casino industry
  • Offers features for player tracking, loyalty programs, and marketing automation

What you’ll like less about it:

  • Offers more sustainability for businesses in the gaming industry
  • Integration options with non-gaming systems may be limited

21. TripSee Concierge

TripSee is the travel enthusiast’s dream CRM. It offers a unique feature set that includes itinerary planning and travel guides, making it an excellent choice for hotels that want to provide their guests with extra value.

What you should like about it:

  • Dedicated CRM solution designed for the hospitality industry, specifically for concierge services
  • Offers features tailored to managing guest requests, recommendations, and personalized experiences
  • Provides integration with hotel management systems for seamless guest data synchronization

What you’ll like less about it:

  • Support and training resources may vary, potentially impacting the level of assistance available for implementation and ongoing usage

22. BookLogic

Automating the entire sales process? BookLogic is a comprehensive hotel CRM offering a suite of tools for distribution, digital marketing, and revenue management. It’s like the captain of your hotel’s sales strategy, steering you towards increased revenue.

What you should like about it:

  • Offers a comprehensive suite of features for hotel revenue management and distribution
  • Provides tools for online bookings, rate optimization, and channel management
  • Integration options with popular online travel agencies (OTAs) and distribution channels

What you’ll like less about it:

  • Learning the system completely may take a couple of months for inexperienced users
  • Integration options with non-hotel systems or services may be limited

23. Kapture CRM

The last tool on our list captures the essence of CRM functionality with a strong emphasis on service automation and ticketing. Kapture CRM is like a diligent back-office team, ensuring every customer query and complaint is handled efficiently.

What you should like about it:

  • Offers features for sales, marketing, and customer service management
  • Provides customization options to tailor the CRM to specific business needs
  • User-friendly interface and intuitive workflows

What you’ll like less about it:

  • Integration options with certain niche systems or applications may be limited
  • Advanced customization options may require technical expertise or assistance

Customer Relationship Management (CRM) Platform With HelloShift

Of course, you can’t spend all of the time collecting information about your customers. To really nurture relationships and enhance the guest experience, you need to communicate with your customers.

And if you want to do everything right, you need a good communication platform that will make both hotel management and handling customer relationships seamless. You need HelloShift.

What is HelloShift, you might wonder? Think of it as the cherry on top of your CRM sundae. Our platform was designed specifically for hotels that want to help their staff members collaborate, manage tasks, and communicate with guests in one place.

With HelloShift, you’ll find the perfect communication platform for your guests to start their customer journey.

HelloShift is a cloud-based digital hotel app —- guests can text hotel, checkin on their mobile device, scan and upload documents, digitally sign hotel registration cards, receive mobile keys, and have access to all hotel amenities through a guidebook that is customized with the hotel brand.

Go digital with Guest Messaging, Contactless Checkin, Website Chat, Staff Collaboration, Housekeeping Management and more.

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