Have you ever thought of having an effective personal assistant that collects, organizes, and processes data regarding each of your hotel guests, all while paying that assistant a relatively modest sum each month?

Believe it or not, that’s how a properly chosen hotel CRM operates.

Let’s explore the 5 best CRM software for hotels you may want to “hire” to drive performance for you and your team.

What is CRM software for hotels?

Think of CRM (customer relationship management) software for hospitality businesses as a hub that centralizes all essential data about each of your clients.

Aiming to reduce manual tasks, streamline hotel management, and enhance guest experience through personalization, a hotel CRM collects and organizes all management processes like marketing, sales, service, and operations.

A hotel CRM system helps in:

• Creating detailed guest profiles
• Enabling personalization
• Using guest history to achieve repeat bookings
• Marketing automation
• Deliver real-time analytics
• Expand business functionality through integrations

Ok, let’s get to our list of the 5 best hotel and hospitality CRMs!

Comparison table

Feature	Zoho	Revinate	Salesforce	Freshworks	Pipedrive
Guest Profiles	✓	✓	✓	✓	✓
Personalization	✓	✓	✓	✓	✓
Marketing automation	✓	✓	✓	✓	✓
Real-time analytics	✓	✓	✓	✓	✓
AI tool	✓	✓	✓	X	✓
Booking management	X	X	✓	✓	X
Property maintenance	X	X	✓	X	X
Integrations	✓	✓	✓	✓	✓
Contract management	✓	X	✓	X	✓
Pricing (per month)	$14 – $52 per user	Custom	$25 – $300 per user	From $49 per user	$12.50 – $99 per user

1. Zoho: The most versatile option

Zoho is the most versatile CRM system for different types and hotel sizes.

With its integrated Zia AI used to power data processing, the CRM can point out data anomalies your team may accidentally miss.

Aside from built-in automation, Zoho also allows users to set up their own customized integrations.

Key features:

• 360-degree customer view. Zoho CRM offers quick access to all guest data, like name, location, extra details, and all related sales or marketing info that reps regularly engage with.
• Omnichannel customer engagement. The solution enables the unification of different client signals, including real-time updates within teams.
• Process management. Zoho automates all processes across sales and marketing teams and streamlines tasks like lead management, generation, and nurturing.
• Zia AI-tool. This uniquely Zoho feature helps monitor lead activity, forecast sales and revenue, and even assist with customer support.
• Integrations. The platform helps expand the software’s functionality by effortlessly connecting with tools like PandaDoc, Slack, Mailchimp, etc.

With respect to integrations, PandaDoc connects with Zoho CRM from the inside and makes the entire sales process as trackable as possible.

The goal is to let Zoho users get their time back, hours that can be spent on other tasks.

Integration allows them to quickly create branded proposals and agreements, and simplifies access to and use of payment gateways.

Pros:

• Highly customizable
• Integrates with many third-party tools like PandaDoc

Cons:

• Steep learning curve for new users
• Complex pricing structure

2. Revinate: Best for medium-sized hotels

The Revinate CRM system offers a comprehensive and unified view of all guest profiles across all hotel properties.

With features like guest profile building, real-time performance tracking, and a rich integration list, Revinate falls into the mid-sized category.

Key features:

• Guest profiles. Revinate CRM allows hotel management to quickly build data-rich guest profiles, enabling a high level of personalization and an elevated guest experience across different touchpoints.
• Reporting intelligence. The solution offers real-time performance tracking packed with features like campaign metrics and a revenue attribution model.
• Sentiment analysis. Revinate platform is also powered by natural language processing (NLP), linguistics, text analysis, and biometrics that help identify, collect, quantify, and study states and subjective data.
• Integrations. The platform is well-known for its rich integration options, where Booking, SiteMinder, Host, Hotelchamp are the key ones.

Pros:

• User-friendly interface
• Guest segmentation and advanced filters
• Single platform management
• Advanced AI capabilities

Cons:

• May require a learning curve for its analytics feature
• Could be pricey for small hotels
• Limited integrations with other hotel CRMs

3. Salesforce: Best for large hotel chains with large client databases

With customized dashboards, advanced data analytics, a centralized data hub, and integrations that include PandaDoc, Salesforce is an excellent choice for large hotel chains seeking a comprehensive automation tool.

The platform, working in concert with its extensive integration capabilities, allows hospitality professionals to unify guest data in one digital space and deliver personalized customer experiences.

Key features:

• Unified profiles. The Salesforce CRM makes it easy to gather data about each guest to proactively cover guest preferences and increase loyalty.
• Booking management. A user-friendly booking system provided via app allows guests to book properties and rooms online and on-the-go. Booking updates are automatically added to the reservation calendar.
• Property maintenance tracking. With its app for iOS and Android platforms, Salesforce offers GPS coordinates, camera integration, and online synchronization for continuous facility assessments.
• Contract management. While capable of handling the databases of the largest industry players, Salesforce helps hotels of all sizes manage contracts effectively through integrations. With tools like PandaDoc in tow, this enables hotel management to create, e-sign, track, and auto-renew contracts in Salesforce CRM.

Pros:

• Offers personalized guest experiences
• Robust booking management system
• Simplified contract management via integrations

Cons:

• Could be pricey for smaller hotels
• Requires significant training and customization

4. Freshworks: Best for boutique hotels and bed and breakfasts

Freshworks is a top choice for small hotels because of its unique and dedicated approach to the customer journey.

Taking care of a smaller guest database, Freshworks covers all touchpoints with each guest, from lead management to marketing automation and metrics tracking through advanced analytics.

Key features:

• Booking management. The CRM helps track bookings from linked sources, allowing teams to make proactive decisions on room allocation and relevant pricing.
• Visual data reports. Freshworks facilitates transparency by generating visually appealing reports to quickly analyze all metrics regarding customer interactions.
• Integrations. The Freshworks platform integrates with third-party tools like PandaDoc for document generation and communication channels such as chat, email, and social media.
• A 360-degree view of each customer. The cross-channel capabilities assist potential guests and established clients alike, as the CRM provides a centralized database for all guest profiles — communication is enhanced and personalization becomes streamlined.

Pros:

• Offers automated guest record-keeping
• Streamlined guest communication tracking
• Visual data reports for quick analysis

Cons:

• Advanced features are limited compared to larger CRMs
• May lack scalability
• Basic integrations may not suffice for growing needs

5. Pipedrive: Best for hotel sales needs

Pipedrive is one of the most cost-effective solutions for hotels, and it focuses on the sales aspect of the business.

With a built-in AI assistant, Pipedrive can breeze through sales tasks as the app offers on-the-go automation and workflow tips as it learns about your business needs.

Key features:

• Sales management. Pipedrive offers a visually appealing sales pipeline, enabling a fully transparent sales experience and customizing the pipeline for seamless interaction and prioritization.
• Communication tracking. The software provides a visual representation of the entire call history and other communication channels, allowing users to auto-link calls with relevant clients.
• Sales automation. Pipedrive’s CRM automates every sale process and sends customized notifications to clients at the scheduled time, fostering higher engagement.
• Analytics. Analyzing guest data is essential for hotels and the hospitality industry. Pipedrive greatly helps in evaluating customer experience by providing insights on teamwork, client satisfaction, and revenue.
• Integrations. Connect all tools within one digital space via integrations with Google Meet, QuickBooks, Stripe, Zendesk, and, of course, PandaDoc.

While QuickBooks allows hoteliers to effectively manage their finances and stay on top of taxes, PandaDoc, for example, provides straightforward templates for vendor agreements and achieves marketing automation — all without leaving Pipedrive.

Pros:

• User-friendly interface
• Comprehensive communication tracking
• Robust analytics with detailed reports

Cons:

• Will require a learning curve for advanced features
• Integrations may require additional time for setup

Choosing the best CRM for your hotel

Hospitality professionals have several options when it comes to a hotel CRM. We hope our list has helped you narrow down the decision-making process.

Before opting for one hotel CRM, consider a free trial to evaluate a CRM’s feature set, pricing model, and integration list.

Hotel CRMs from Pipedrive, Zoho, and Salesforce can be easily integrated with the PandaDoc platform, naturally linking to the CRM workflow in just a few steps.

Schedule a free demo to learn more about the platform’s functionality for the hospitality industry.

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