8 Best Hospitality & Hotel CRM Software

• You need to add a seamless booking engine: Hotels can connect their websites to their HotelRunner inventory and display their rates and room availability in real time. You can integrate payment systems into your hospitality website for reservations with security, speed, and reliability.
• You need robust marketing, analytics, and reporting tools: HotelRunner has advanced online marketing, analytics, and reporting features that enhance your hotel’s online performance and increase bookings. It also has reputation management capabilities powered by artificial intelligence (AI) technology that generates personalized responses to guest reviews within seconds.
• You need a free account for your startup: HotelRunner offers a free account for small to mid-sized hospitality companies. This customer relationship manager (CR) for hotels offers free and premium channels to boost sales and online presence. The channel manager connects these sales channels in a centralized platform to manage rates and availability.

• You need a CRM that supports your upselling efforts: While HotelRunner has an excellent booking engine, marketing automation, reputation management, and guest surveys, it lacks features to upsell/upgrade rooms.
  • Alternative: Revinate allows you to create targeted upsell/upgrade offers for rooms and amenities, promoting higher guest return rates and converting guests who started but didn’t complete bookings.
• You want to use a CRM solution with transparent pricing: If you’re time-constrained and have to make a decision on which CRM solution to use, the lack of transparent pricing may be annoying. While it’s not exactly a deal-breaker for many, some businesses put more trust in CRM providers that put up their plan costs.
  • Alternative: Freshsales offers transparent pricing. It offers a free account, a starting plan at $9 per user, per month billed annually, and high-tiered plans.

• You want to connect your Airbnb account to a CRM: Guesty allows short-term rental or vacation house owners to connect their Airbnb account to the platform. After connecting their Airbnb account, users can import existing and future listings into Guesty. That way, hotel sales teams can manage all listings in one, centralized location, saving them time and effort and focusing more on bringing in more guests.
• You manage one to three listings at an affordable price: The Guesty For Hosts plan is best for one to three listings, with a starting price of $34 per listing, per month. This plan includes Airbnb, Booking.com and Vrbo integrations, direct bookings, automated messaging, and task management tools. Hotels can integrate existing tools they use, quickly connect with prospects and guests, effectively manage listings in one platform, and automate hotel admin tasks to focus more on increasing bookings.

• You need affordable reporting and analytics features: Guesty For Hosts doesn’t have reporting and analytics tools. These features are only available in higher plans. If you manage more than three listings and need reporting and analytics features, you must pay for the Guesty For Pros plan—contact Guesty to get the quote.
  • Alternative: Revinate has reporting and analytics tools. This hospitality CRM allows you to create targeted upsell offers for your vacation rentals using its built-in automation, marketing, and omnichannel communication capabilities.
• You want to generate feedback management reports to maximize revenue: Guesty doesn’t have the capability to generate and analyze guest surveys or feedback forms. If you want to regularly seek guest feedback for intelligence data capturing, find a CRM that allows you to create survey forms.
  • Alternative: Guestware, Revinate, and HotelRunner have guest feedback tools. You can use Guestware’s comment card tracking system to manage customer feedback, improve the follow-up process, and generate valuable management reports to maximize feedback benefits.

• You need a robust CRM for luxury hotels: Revinate is one of the best hotel CRMs because teams can use the artificial intelligence (AI) feature to text guests, manage routine customer requests, and offer personalized upselling based on the customer profile. The built-in tools and integration options also enable a robust reputation management system where a hotel can request and manage online reviews, all from one interface.
• You need omnichannel communication and marketing options: Revinate is a data platform and marketing automation tool built into one product. It comes with omnichannel communication options to engage and nurture customers via telephone, text message, email marketing, or through the hotel’s website.

• You need a built-in payment processing or point-of-sale (PoS) system: One issue with Revinate is there aren’t any built-in payment processing or point-of-sale (PoS) systems within the platform, nor is there any third-party integration that would allow a hotel to manage and handle payments from the CRM.
  • Alternative: HotelRunner is the best alternative for adding payment processing applications to the CRM platform. This CRM for hotels accepts credit cards and PayPal payments with robust integration with several online payment providers, banks providing virtual PoS, and payment gateways.
• You need event management features: Revinate lacks event management features, which businesses handling regular events like business conferences need. These features should include event scheduling and tracking to ensure synchronized room reservations and event bookings.
  • Alternative: Guestware is a great alternative. It offers helpful tools for event management, such as the pre-arrival planning, email marketing, and guest recognition.

• You need to use all of the Salesforce features: Hapi Guest, a software native to Salesforce, lets hotels collect, track, and map customer data and then synchronize it into the Salesforce Sales, Marketing, or Service Clouds. Once integrated, teams can use all of the Salesforce features for analytics and to run their marketing campaigns, manage sales activity, and assist hotel guests.
• You need to design customer journeys: One of the main features of this is the guest data flows within Hapi Guest. This lets you design customer journeys that consider the channels they use, their transaction history, and their profiles.

• You need more than a data collection tool: Since Hapi Guest is only a data collection, mapping, and flow-generating tool, users must use the integration with Salesforce to create marketing campaigns, handle service inquiries, and oversee sales bookings. This can be an extra chore for busy hotels that may need a centralized CRM.
  • Alternative: Freshsales, Revinate, and HotelRunner are better alternatives for hotels that want those features built into the system. They have automated workflows, guest feedback tools, analytics, and reporting features.
• You want to integrate more hospitality apps and systems: Hapi Guest has exclusive CRM integrations to Salesforce only. Hostels, lodges, and hotels that don’t use Salesforce tools may not fully benefit from this software.
  • Alternative: Freshsales, Guesty, and HotelRunner can be integrated with several hospitality apps and systems. For instance, you can integrate Guesty with Airbnb, Booking.com, Agoda, and other vacation rental apps. On the other hand, users can connect with HotelRunner’s over 150 online sales channels.

• You need a free plan: Even with its excellent lead and customer management features, Freshsales is known for its free plan. Hospitality businesses can access some Freshsales features, including a built-in phone, task management, contact management, and AI chatbots, at no cost.
• You need a customizable CRM: Freshsales is customizable because it has sales, marketing, and guest service features found in hospitality CRM software. This CRM allows teams to store contact records of their guests and keep them automatically up to date. Freshsales also has profile enrichment, automated sales sequences, and communication features to engage customers through live chat, email, telephone, and website apps like Facebook Messenger, WhatsApp, and Google Business Messenger.

• You need pre-packaged hospitality modules: Because Freshsales is a general CRM, it does not come pre-packaged with hospitality modules, such as facility maintenance and events management features.
  • Alternative: HotelRunner lets users access detailed reports and a complete executive summary and organize restaurant or event layouts, like merging and switching tables for easier facility maintenance. Guestware is an all-in-one operations and sales management CRM, with housekeeping management, preventative facility maintenance, and response management for guest incidents.
• You want a hospitality CRM with reputation management features: Freshsales doesn’t have reputation management tools for hospitality businesses. You need an industry-specific CRM with this capability to ensure negative customer reviews won’t affect your lead generation rate and sales.
  • Alternative: Revinate is notable for its reputation management capabilities. This CRM for hotels combines customer reviews across different digital channels, like review sites, into a single dashboard for reputation management. The mobile app gives users access to surveys, online reviews, and reputation reporting.

• You need to access your hotel data in a CRM tool with integration capabilities: dailypoint is a dedicated cloud-based CRM software for hotels. You can choose from any of its 16 modules, which include data laundry, campaign manager, and loyalty program, to effectively manage core hospitality business operations. Complement these modules with almost 200 best-of-breed tool integrations, like Airangel for secure hotel Wi-Fi and Arvato direct services for custom loyalty programs.
• You need a hotel CRM with all advanced features: Improve every guest’s journey with dailypoint, equipped with marketing automation, reputation management tools, upsell/upgrade rooms, and guest surveys or feedback forms. dailypoint’s voucher system and loyalty program also support cross- and upselling efforts. The SmartWireless features intelligent data management and turns hotel Wi-Fi into a profit center by providing access to online activities.

• You need a CRM with a clear pricing structure: Users need to contact dailypoint because it doesn’t have an explicit pricing structure. Hospitality businesses can’t compare the platform with other providers, hindering them from making sounder and faster buying decisions—potentially leaving them feeling left out in a highly competitive industry.
  • Alternative: Guestware and Freshsales are the best CRMs in terms of pricing because they offer a free account or free trial and transparent pricing structure. Both Guestware and Freshsales offer tiered plans with a list of inclusive features for each price point.
• You need a CRM for hotels with a mobile app: Hospitality staff is more productive when the CRM system they use has a mobile app feature, which dailypoint is missing. Without a mobile CRM app, hotel managers miss out on the ability to view reservations and other related metrics while on the go.
  • Alternative: Guesty and Revinate are excellent providers of hotel CRM systems with mobile apps. The Revinate mobile app provides one-tap access to online surveys, reviews, and reputation reporting. Guesty’s most notable mobile app CRM feature is the all-in-one calendar view to manage reservations from a single calendar.

• You need to streamline your overall hotel operations: Like Revinate, Guestware is a hotel management software with facilities management tools and guest response features that streamline hotel operations. Between the three available plans priced based on the number of rooms at the facility, hotel teams can oversee multiple parts of the operation. These include guest and incident management, facilities maintenance, and marketing activities through email marketing, loyal program management, and pre-arrival planning.
• You need a hotel property management system: Because Guestware also acts as a hotel property management system (PMS), it’s the best CRM on the list for running hotel operations. For example, there are engineering preventive maintenance features where teams can conduct mobile inspections of the premises and schedule updates to prevent infrastructure problems down the road. Optional interactive voice response (IVR) tools allow guests to request housekeeping or incident response services.

• You need built-in sales and marketing CRM features: Guestware’s CRM features aren’t available until the Guestware Suite plan, starting at $200 per month. Also, while the system will manage and store the customer data, the communication features are limited to email marketing, which isn’t built in and demands integration with an external marketing automation platform.
  • Alternative: Freshsales is the best alternative on this list regarding standard and built-in sales and marketing CRM capabilities. This CRM also comes with communication tools and email integration capabilities.
• You want a more budget-friendly hospitality software for direct bookings: While Guestware offers tiered pricing, the plans can be expensive for some small hospitality businesses. If you only need basic hospitality software for listings and direct bookings, then consider looking elsewhere.
  • Alternative: Guesty’s starting plan Guesty For Hosts only costs $7 per listing, per month, with three direct booking integrations without having to pay for listing channel fees. Like Guestware, you can create and automate hotel tasks, such as cleaning the room or meeting with the guest.

• You need a robust hotel performance reporting PMS software: innRoad comes with batch reporting capability for various business areas, such as financials, property management, reservation details, and guest compliance. Users can customize, filter, save, and share reports for quick reference. Monitor your hotel’s performance in terms of occupancy rate, revenue, and other top metrics.
• You need a CRM with an upsell or upgrade feature: Not all hotel CRMs have an upsell or upgrade feature. innRoad hotel CRM streamlines your guest reservation with its upsell or upgrade feature, which allows booking more guests based on the results of its robust reporting capabilities. Hence, hotel staff can quickly answer customer inquiries about room availability, schedules, and other booking-related concerns.
• You need 24/7 customer support: innRoad can help you any time of the day. You can reach customer support through innRoad’s toll-free number, email, or support portal.

• You want to integrate your existing tools into a hotel CRM: If you need to integrate different apps, like billing, marketing automation, and guest survey forms, it is best to find an alternative.
  • Alternative: Guestware, Guesty, Revinate, and HotelRunner have expansive app integrations that are suitable for hotel businesses using several tools for various activities.
• You need a CRM that can help you generate a group business: Group booking is a bit challenging in innRoad because of the difficult learning curve. If you want to generate revenue via group bookings, you’ll need a CRM with a more intuitive and easy-to-use group reservation tool to save time and book more group guests.
  • Alternative: HotelRunner and Revinate are excellent group reservation processing systems. Hotels, hostels, and lodging businesses can rely on them to handle group bookings via their website, apps, social media, and other marketing channels, diversifying and maximizing their revenue.

HotelRunner is one of the best CRMs for hotels because of its superb booking engine and advanced marketing, analytics, and reporting features. These capabilities help hotel sales teams manage occupancy rates, generate more leads, increase bookings, manage reputation, and make smarter decisions.

Yes. While a general CRM system, such as Freshsales, can be customized into a hospitality CRM, most hotel and hospitality software products are industry-specific, including lodging, recreation, travel and tourism, and food and beverage. In other words, the provider designed them to offer features for the particular vertical it serves.

While you can use a general CRM and customize it into a hospitality CRM, that can take time and doesn’t guarantee the features will adequately meet your unique needs. Hospitality CRMs have features, like reputation and reservation management, and data fields within the system that are specifically useful for a hospitality business. By keeping all workflows and data in one system, you can stay better organized and keep sales, marketing, and operations activity all in one interface.