Products/CRM/CRM

Hotel CRM and guest marketing

Bring your best guests back, direct.

A hotel CRM that turns stays and feedback into guest profiles, finds your promoters, and runs the campaigns that bring them back to book with you.

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Guest segments

6,240 guest profiles

CRM
Couples who stayed last winter412 guests
Families, school holidays268 guests
Promoters, rated you 9 or more1,105 guests
Booked through an OTA last time1,890 guests

Campaign · Winter return offer

48%opened
11%clicked
37direct bookings
1.4Memails sent a year
43%more reviews
12%higher click-through on win-back emails
$180extra revenue per booking

Figures across the hotels on our platform.

The problem

“Our happiest guests come back through Booking.com, because we never stay in touch.”

Guest data is scattered across the PMS, the booking engine and the OTAs. Without one view of each guest, hotels can’t thank them, invite them back or give them a reason to book direct.

What it costs you today

  • Lost repeat businessPast guests rebook through OTAs and you pay commission twice.
  • Generic messagesEveryone gets the same newsletter, if anything.
  • Feedback wastedStay feedback never turns into action.

Today

  • Guest data in five places
  • One newsletter for everyone
  • Past guests rebook on OTAs
  • Feedback read, then forgotten

With CRM

  • One profile per guest
  • Segments and offers that fit each guest
  • Win-back campaigns that bring them direct
  • Feedback sorted into quick wins

Guest profiles and segments

Know who your best guests are.

Stays, spend, preferences and feedback come together in one profile. Promoters, lapsed guests, families and couples each become a segment you can talk to differently.

  • Profiles built from PMS, booking engine and feedback
  • Promoters identified automatically
  • Segments that update themselves

Segments

Promoters, rated 9 or more1,105 guests
Lapsed, no stay in 18 months2,340 guests
Booked via OTA last time1,890 guests

Illustrative example.

Campaigns that convert

Bring them back, direct.

Win-back, anniversary and pre-arrival journeys run on their own, with offers only your website has. Every campaign is tracked to bookings and revenue.

  • Automated journeys
  • Direct-only offers and members rates
  • Results in bookings, not just opens

Winter return offer

Sent2,340
Opened48%
Direct bookings37
Revenue$41,600

Illustrative example.

Everything included

What you get

01

Know your promoters

See who loves you and what they love, from stays, feedback and reviews.

02

Turn feedback into quick wins

Stay feedback is sorted into categories, so the fixes that matter most come first.

03

Campaigns that convert

Use guest data to build offers for the right people at the right moment.

04

Win-back and pre-arrival, automated

Journeys for returning guests and upcoming stays that run on their own.

Who it’s for

Built for hotels that want to own their revenue

Independent hotels

Turn past guests into your cheapest bookings.

Resorts

Bring families and couples back season after season.

Hotel groups

One guest view across every property in the group.

Getting started

How it works

  1. Bring your guest data together

    Stays, bookings and feedback from your PMS and booking engine, in one profile.

  2. Segment and plan

    Promoters, lapsed guests, families, couples: each with its own offer.

  3. Send and measure

    Every campaign tracked to bookings and revenue.

Questions

What hotels ask us

Where does the guest data come from?

Your PMS, booking engine, feedback forms and reviews, combined into one profile per guest.

Is it compliant with privacy rules?

Campaigns are sent only to guests with consent, with unsubscribe handled automatically.

Do you run the campaigns too?

Yes. Our team can plan, write and send them, or your team can run them in the platform.

How do I see results?

Every campaign reports opens, clicks, direct bookings and revenue.

Works well with

Solution · MarketingEmail marketing

Segmented campaigns, pre-arrival journeys and win-back emails, built from your guest data and designed for the phone.

Learn moreSolution · MarketingSocial media

Content, community and paid social for hotels, run by a team that reports bookings and reach, not just likes.

Learn moreProduct · Business IntelligenceReputation Intelligence

Reviews from booking sites and social platforms in one place, read by language AI that sorts what guests love and what keeps going wrong, for you and your competitors.

Learn more

Part of our Direct booking service, run by one team on one contract.

See the service

See it working on your own numbers

A 30-minute call with a strategist, using your hotel’s live rates and channels. Or start with a free Profit Health Check, sent within 48 hours.

Book a demoGet a free Profit Health Check