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10 Best CRM Software for Hotels in 2023

19 min read
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Customer relationship management (CRM) software is a must-have for hotels that wish to "wow" their guests with an incredible customer experience. Hotel CRM software supports you in not only capturing guests but also ensuring they enjoy their stay and book again.

In this guide, we walk you through the best CRM software for hotels, including each platform's features, pros, and cons, so you can make the best choice for your business.

Here are five key things you should know when selecting a CRM for hotels:

  • CRM software for hotels facilitates seamless customer relationship management, including interactions with potential, existing, and past hotel guests.
  • CRM systems provide a comprehensive solution to ensure a delightful customer experience, from handling guest reservations to conducting post-stay follow-ups.
  • They empower hotels to discover guest spending habits, encourage repeat visits with loyalty campaigns, and enhance customer engagement through personalized recommendations.
  • When choosing CRM software for your hotel, it's important to consider its pricing, key features, and customer support.
  • Some of the best CRM software for hotels are FiveCRM, Monday Sales CRM, Pipedrive, Salesforce, Hubspot Sales Hub, Experience CRM, Freshsales, Copper, Guestfolio, and Guestware.

Table of Contents:

What Is CRM Software for Hotels?

Customer relationship management (CRM) software is a suite of digital tools that help hotels manage their interactions with potential, existing, and even past customers. CRM software for hotels offers a comprehensive solution to manage customer interactions throughout the customer journey, from reservations to post-stay follow-ups.

These tools streamline customer-facing workflows while reducing manual processing and data entry. They also keep track of hotel guest spending habits, provide loyalty rewards that promote return visits, and suggest ways to enhance customer engagement.

With CRM software, sales, marketing, customer success, and support teams can gather valuable insights into customer behaviors and trends, and use those insights to inform sales and marketing strategies.

How to Evaluate CRM Software for Hotels

Not all CRM software is created equal. There are various factors to consider to ensure you choose the best CRM for your hotel's specific needs, including key features, price, and customer support.

Key Features

Make sure the CRM includes the key features that fit your hotel's needs. For example, look for CRM software that tracks guest preferences and personalizes their experiences. See if it's easy to automate and customize to fit your team's workflow.

A great CRM will include other features such as powered analytics, reporting, and predictive tools. You may also benefit from a system that can anticipate guest needs and offer personalized recommendations.

Don't forget to check if the CRM software's features will integrate seamlessly with your hotel's existing systems, such as your property management system (PMS) and point-of-sale (POS) system.


Different solutions vary in cost, and the cheapest option may not always be the best choice. After all, it may not offer the features and capabilities your hotel specifically needs to manage guest relationships.

First, consider your budget and your desired payment terms. For example, do you want to pay a monthly fee or do you wish to pay annually? You must also look beyond the initial cost and consider long-term expenses such as maintenance, upgrades, and training.

Customer Support

Ensure the software provider offers good customer support with 24/7 availability as well as adequate training and onboarding support. Look for vendors that provide support in various ways, whether through email, phone, live chat, or downloadable guides.

1. FiveCRM


Rating: 4.4/5.0 (G2)

Key Features:

  • Complete customization: You can customize FiveCRM's interface and functions to match your hotel's unique workflows.
  • Sales pipeline management: Visualize and manage the entire sales process, from reservations to check-out and post-stay follow-throughs.
  • Sales velocity: Monitor the speed at which hotel guests move through the sales pipeline, identifying bottlenecks and areas for improvement to boost overall sales performance.
  • Powerful automation tools: Automate repetitive and mundane tasks so you can focus on building relationships with potential guests.

FiveCRM is the only CRM built specifically for lead generation, making it the perfect tool to boost hotel reservations. Its key features include a completely customizable (yet easy-to-use) interface, so your hotel can tailor-fit the CRM software to meet your unique lead generation needs.

Once you capture those guests, FiveCRM includes a wide range of features and capabilities that support you in delivering an excellent guest experience:

  • Single source of truth - All previous interactions with a customer are kept and are easy to read back on so agents are informed when making a call.
  • Ownership - Each customer can be placed under ownership of an agent so that said customer will only hear from that agent.
  • Email personalization -Automated emails can have information specific to the customer it's being sent to such as name, contact information, appointment dates.

The platform’s s built-in telemarketing and email marketing features allow hotels to streamline communication with hotel guests, both potential and existing, for effective onboarding and outreach efforts. And the native app builder enables you to create custom applications for managing calls, leads, and contacts easily.

2. Monday Sales CRM

Monday Sales CRM UI

Rating: 4.7/5.0 (G2)

Key Features:

  • Flexible, intuitive, and highly customizable to fit your sales cycle: Tailor Monday to your needs without requiring any assistance from developers.
  • Automate your sales process: Get rid of manual, repetitive work and close more deals by setting up automation for assigning leads, setting meeting reminders, and getting notified for lead activities.
  • Centralize emails and other forms of communication: Communicate efficiently with your hotel guests by integrating your email and using personalized email templates.

Monday Sales CRM is a versatile productivity platform designed to streamline workflows, boost efficiency, and enhance collaboration. With its drag-and-drop interface, you can manage your tasks, deadlines, and deliverables effortlessly. Monday Sales CRM also offers automation capabilities, so you can eliminate tedious tasks and focus on delivering a great guest experience.

3. Pipedrive

Pipedrive UI

Rating: 4.2/5.0 (G2)

Key Features:

  • Custom fields: While CRM systems provide default fields, they may not always cover all your requirements. Pipedrive has customizable fields that you can tweak to match your hotel's needs. Whether single or multiple options, numerical data, etc., you can easily organize and filter your data.
  • Switch off features for efficiency: Streamline your CRM experience with feature switching. Eliminate unnecessary distractions, such as the "Products" button, when they're irrelevant to your current offerings. Pipedrive allows you to easily toggle entire modules on and off, giving you better visibility into your sales pipeline and the ability to optimize your sales processes.

Pipedrive is a user-friendly and intuitive CRM tool that offers comprehensive features to streamline the sales process, increase productivity, and boost revenue. Its features allow hotel teams to easily monitor and manage their workflows, identify bottlenecks, and take corrective action quickly.

4. Salesforce

Salesforce UI

Rating: 4.3/5.0 (G2)

Key Features:

  • Opportunity management: Stay connected to the people and information you need to close every sales deal and efficiently manage them in one place.
  • Lead management: Measure the impact of your marketing activities on your sales pipeline across various channels, including social media, and set up automatic lead scoring.
  • Forecast management: Track the number of leads, conversion rates, and every aspect of your sales pipeline. Monitor your sales team's performance through customizable sales dashboards, reporting tools, and forecasting reports.

Salesforce CRM caters to businesses of all sizes, offering many features and tools that streamline workflows and optimize sales processes.

At the core of Salesforce CRM lie its lead management capabilities, which allow users to capture leads from various sources and seamlessly funnel them through the sales process. With advanced marketing automation features, hotels can easily create targeted campaigns, prioritize leads, and track performance.

5. Hubspot Sales Hub

Hubspot Sales Hub UI

Rating: 4.4/5.0 (G2)

Key Features:

  • Sales automation: Automate your sales process, from lead to follow-up, with simple sales automation tools.
  • Email template builder: Maximize your conversion rates by transforming your top-performing emails into customizable templates that can be easily shared with your team.
  • AI email writer: Increase your productivity with HubSpot's AI email writing software. Its content assistant uses artificial intelligence to help you write sales and follow-up emails efficiently.

HubSpot Sales Hub offers a range of features that help hotels automate their marketing and sales processes while also providing insights into their audience's behavior. For example, using the Conversation Intelligence feature, you can automatically capture calls and surface past call details to deliver better customer interactions.

Other key features include AI-supported tools, reporting and analytics dashboards, and plenty of sales engagement tools.

6. Experience CRM

Experience CRM UI

Rating: No rating available

Key Features:

  • Customer database: Streamline your customer database for increased revenue. The database enables you to centralize customer data, from contact details to satisfaction levels, so you can offer personalized experiences.
  • Customer journey tools: Stay in touch with your guests by sending booking confirmations, post-stay satisfaction surveys, and more.
  • E-reputation tools: Track and improve your online reputation effortlessly with a built-in e-reputation analysis service. Stay updated on the progress of your ratings, reviews, and positions across various online platforms.

Experience CRM enables exceptional customer experiences throughout hotel stays. Its key features help hotel staff provide personalized attention to guests before, during, and after their stay. Plus, the software offers special concierge tools that enable staff to run upsell campaigns for various offers, including restaurant deals, spa treatments, and room upgrades.

7. Freshsales

Freshsales UI

Rating: 4.5/5.0 (G2)

Key Features:

  • AI-powered contact scoring: Identify high-intent leads and boost your response time with the help of Freddy AI’s contact scoring feature. Prioritize and tailor hotel guest interactions while being able to dive deep into their in-app or website behavior.
  • Predictive deal insights: Using AI-powered deal insights, boost your revenue and efficiency while getting more guest bookings. Elevate your sales strategy with smart recommendations and predictions.
  • Intelligent workflow: Streamline your tasks and increase productivity. Delegate leads, automate emails, manage tasks, update data fields, set reminders, and more on autopilot. Maximize your sales outreach with behavior-based sequences for faster and more efficient results.

Freshsales is a CRM solution that centralizes all customer data in one place, streamlining the sales process from lead generation to customer retention. Freshsales' key features include built-in email, phone, chat, and telephone capabilities—enabling sales teams to communicate with leads across multiple channels from within the platform.

Freshsales AI-powered insights set it apart from other CRM alternatives. Freddy AI provides sales teams with actionable insights to help them prioritize the best deals to go after and take the most effective actions.

8. Copper

Copper UI

Rating: 4.5/5.0 (G2)

Key Features:

  • Lead generation: Boost your lead generation results by effortlessly capturing, nurturing, and transforming leads into paying customers directly within Gmail.
  • Lead tracking: Streamline your sales process and boost conversions by reducing time spent tracking, organizing, and managing prospects.
  • Opportunity management: Effectively track the progress of your deals using visual pipelines and highlight opportunities involving social media, customer experience, and marketing. Copper guides you from a lead all the way to closing the deal.

Copper is an easy-to-use CRM platform that's up and running in days. One of its key features? Its integration with Google Workspace, which enables users to log all their emails and other customer interactions, eliminating the need for time-consuming data entry and repetitive administrative tasks.

Copper also offers features any robust CRM should have, including the ability to track deals, automate sales tasks, organize contacts, and build customized reports.

9. Guestfolio (by Cendyn)

Guestfolio UI

Rating: No rating available

Key Features:

  • Automated emails and templates: Enhance guest communication with personalized transactional and reservation-specific emails.
  • Activity and guest profiles: Track your hotel's recent activity, current guests, and 30-day trends in one place. Access detailed guest profiles and essential information.
  • Survey reply templates: Easily manage guest surveys and automate responses with convenient pre-written templates.

Guestfolio's key CRM features include guest profiling, messaging, email marketing, and survey management. Guestfolio offers a fully customizable and intuitive CRM platform that enables hotels to deliver personalized guest experiences at scale. Its robust analytics and reporting capabilities provide hotels with data-driven insights, which are absolute essentials for improving service quality.

10. Guestware

Guestware UI

Rating: 4.5/5.0 (G2)

Key Features:

  • Guest recognition: Unlock the power of guest recognition to provide personalized experiences to your most valuable customers.
  • PMS and CRS integration: Unlock end-to-end functionality by integrating Guestware with your PMS or CRS.
  • Loyalty program management: Manage loyalty points and member tiers quickly and easily.

Guestware offers a range of cloud-based solutions to help hotels deliver exceptional guest experiences. Its key CRM features include real-time guest feedback management, task tracking and automation, guest recognition, loyalty program management, and reporting. These features work seamlessly together to improve customer satisfaction, boost guest loyalty, and drive revenue growth for hotels of all sizes.

Revolutionize Your Hotel Operations With FiveCRM

Choosing the right CRM software can revolutionize your hotel's operations, boosting efficiency throughout the guest journey. Whether you're a small boutique hotel or a large resort, investing in a robust CRM system can be a strategic move toward enhancing guest satisfaction and driving business growth.

FiveCRM helps streamline your hotel's operations through lead generation, automation, and beyond. To see FiveCRM in action within your hotel, book a demo today!

FAQs: Best CRM Software For Hotels

Q: What is the purpose of CRM software for hotels?

A: CRM software for hotels aids in managing and enhancing relationships with potential, existing, and past guests. It streamlines customer-facing workflows, reduces manual processing, and provides insights into guest behaviors, enabling improved customer engagement and repeat business.

Q: What factors should I consider when choosing the best CRM software for my hotel?

A: When selecting a CRM for your hotel, consider its features, pricing, and customer support. Look for software that can track guest preferences, automate workflows, provide analytics, integrate with existing systems, and offer good support and training resources. Keep in mind both the initial cost and long-term expenses.

Q: What key features should a good CRM software for hotels offer?

A: A quality CRM software for hotels should offer guest preference tracking, personalized recommendations, workflow automation, and integration with existing systems. Other features might include analytics, reporting, predictive tools, and comprehensive customer interaction management.

Q: Why should I choose FiveCRM as my hotel's CRM software?

A: FiveCRM is built for lead generation with features that ensure excellent guest experience. Its customizable interface fits your hotel's unique needs. It includes automation tools, telemarketing, email marketing features, and a native app builder for streamlined guest communication.

Q: How does CRM software enhance the guest experience at hotels?

A: CRM software enhances the guest experience by enabling personalized interactions, streamlining reservations, and managing post-stay follow-ups. By providing insights into guest behavior, CRM tools allow hotels to tailor their offerings and communications, boosting customer satisfaction and encouraging repeat business.

Q: Is it important for a hotel CRM software to integrate with other hotel systems?

A: Yes, it's crucial for a hotel's CRM software to integrate with existing systems like Property Management System (PMS) and Point-of-Sale (POS). This ensures a seamless flow of data across platforms, leading to efficient operations and consistent customer experiences.

Q: What are some of the best CRM software for hotels in 2023?

A: Top CRM software for hotels in 2023 include FiveCRM, Monday Sales CRM, Pipedrive, Salesforce, Hubspot Sales Hub, Experience CRM, Freshsales, Copper, Guestfolio, and Guestware. They offer various features tailored for the hospitality industry.

Michael King says...

"I can’t think of a time where a client has requested something that we weren’t able to do with FiveCRM. Unlike most systems, it has a lot of flexibility."

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Managing Director, Senior Response


“Each client, and each of their campaigns, has its own unique specifications. We essentially needed to set up mini CRMs on one platform to meet those requirements.”

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Operations Director, Team Telemarketing

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