Discover our top hotel CRM software picks with key features, pricing, and pros and cons to help you streamline hotel management and hospitality processes.
Hotels and other businesses in the hospitality industry can greatly benefit from implementing customer relationship management (CRM) software to help manage guest data and operations from one hub.
These sales solutions can manage bookings, organize communication, and enhance guest satisfaction and loyalty. In an industry with a distinct focus on customer service, the right CRM tool can make all the difference when it comes to repeat customers and good recommendations.
While there is specialty software dedicated to back-office operations and hospitality functions, I found that the best CRM options for hotels or hospitality organizations are actually general CRM providers.
Providers like Pipedrive, Zoho CRM, and Freshsales all offer unique features that are meant for hospitality businesses, alongside their standard CRM operations.
Beyond just managing customer information, the best CRM software for stand-alone BnBs, hotel chains, and hospitality organizations also deploy marketing campaigns and ongoing communication to guarantee customer satisfaction.
It’s also important to consider scalability, integrations, communications, and, of course, CRM pricing. The providers I’ve listed below can all streamline operations, diversify online marketing campaigns, and guarantee data safety.
| Pipedrive | ||||||
| Freshsales | ||||||
| Oracle Netsuite CRM | ||||||
| Zoho CRM | ||||||
| Capsule |
*Price when billed annually.
Out of all the CRM software I considered, Pipedrive can best be adapted into a hotel and hospitality CRM solution. Users can create custom pipelines that reflect their booking process while also recording data such as dietary and accessibility requirements for guests.
Booking processes and confirmations can be automated with SMS check-in reminders and stay information templates. After you send those, staff members can monitor email marketing campaigns, including opens and clicks.
Pipedrive continues to find its way onto my guides for niche industries because of its customization features and adaptability. With its simple onboarding process and highly visual pipeline management tools, users of any technical expertise can set it up to be a well-functioning sales solution. From landing page builders to website chatbots and lead segmentation, Pipedrive is a tool to help manage end-to-end sales.
One downside to Pipedrive is that it does not offer a free-for-life version of the CRM. If being able to try a free tool before committing to a premium subscription is more important to you than specific features, I recommend considering Freshsales or Zoho CRM first.
For more information, read the full Pipedrive review.
*Pipedrive subscriptions are dependent on geographic location. This information is based on pricing for the United States of America.
Visit Pipedrive
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Freshsales’ analytics allow businesses to make data-driven decisions, from monitoring the website behavior of leads to gauging the success of marketing campaigns. Detailed deal insights like this are available through visual reports and dashboards. Create them from report templates or use smart suggestions from Freddy AI to manage calendars, reschedule appointments, and set up tasks.
Freshsales is a top-scoring CRM solution because it is feature-rich and affordable. Additionally, Freshsales’ scalability is another major selling point, since it’s a great CRM option for enterprises. With Freshsales, users can create detailed automations that boost efficiency with the help of sales intelligence and customization.
If you want an alternative to Freshsales that also has an AI assistant and even more marketing capabilities, I suggest Zoho CRM for their Zia assistant and omnichannel marketing.
To learn more about this CRM solution, check out our Freshsales review.
Visit Freshsales
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NetSuite CRM offers advanced customer service management tools. This enables businesses to have a complete view of customer data for improved satisfaction and lower service costs.
Oracle NetSuite’s cloud solution gives every team member, from sales to support to fulfillment, access to real time data. Specific guest support dashboards can track ongoing cases or inquiries, and even provide the guest with a front-facing portal to submit tickets.
As a product of Oracle, NetSuite CRM can be a very scalable solution for chain hotels or businesses that are looking to expand. Netsuite CRM’s visibility into quotes, finances, and fulfillment tracking make it a great post-deal management tool.
A major disadvantage Netsuite CRM has is the unique pricing structure without any upfront information. If you would prefer a more immediate solution with pricing disclosures, look into Pipedrive.
Visit Oracle NetSuite CRM
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Through Zoho CRM, businesses can completely streamline customer support and communications by automating booking updates for guests. Staff can provide timely information about check-in time slots, payments, or room upgrades. This can happen through different channels like telephone, social media, live chat, and email. Additionally, guests or clients can reach out and receive assistance on their preferred channel, making communication convenient for them.
Zoho CRM is a leading CRM tool offering a good mix of core and advanced features at an affordable cost. In addition to the 360-degree client profiles and omnichannel customer engagement, Zoho CRM has advanced automations and AI-powered tools.
Zia is Zoho’s AI assistant that can monitor client activity, forecast deals, generate marketing content, and even answer help desk calls.
The hospitality-specific functions available through Zoho are only in the Zoho CRM Plus tier. If that is too pricey for your business, I recommend Freshsales for this competitive cost and multiview dashboards for similar synchronized access.
For more details, read my Zoho CRM review.
Visit Zoho CRM
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The Capsule CRM mobile app enables users and hotel staff to complete tasks on the go without being tied to a desktop. Staff can complete tasks more efficiently anywhere on the hotel grounds. The app enables hotel staff to submit notes after concluding a guest call, capturing real-time guest information, such as requests, amendments, and additional bookings.
This is best for hotels or businesses that mostly depend on phone calls to communicate with guests, since it eliminates the manual data recording and minimizes any inaccuracies.
Capsule offers a good mix of sales and marketing tools that can help businesses attract and retain guests. Capsule tools prioritize enhancing your customer experience while also producing dashboards and reports that visualize the overall business performance. The interface and user experience are simple and easy to use, in addition to robust integrations for call recording, help desk software, and website bot chatting.
Capsule is a cost-effective tool for small businesses, but if you’re looking for a more scalable solution, I recommend considering Freshsales, NetSuite CRM, or Zoho CRM.
Read my full Capsule review for more insights.
Visit Capsule
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I recommend following general CRM best practices to learn how to adapt a hospitality or hotel CRM software and see real solutions for your business. Starting with the providers on my list above, consider signing up for free trials or product demos to map out their onboarding process.
Here are some questions I suggest asking before choosing hotel CRM software:
To evaluate each provider on this list and their hospitality management tools, I used my in-house rubric reflecting CRM industry standards. After running each solution through this rubric, an algorithm calculates an overall rating. I use those individual scores and major feature callouts to assign each software an ideal use case that represents the software’s best offering.
Here’s the breakdown of my predefined criteria:
Allyssa is a sales writer with a background in B2B sales and account management. After earning her degree in English and communications, she spent her selling career supporting Fortune 1000 IT and finance companies including Bank of America, Wells Fargo, and Credit Karma. As a lead writer for TechRepublic, her specialties include CRMs, enterprise data, and sales software topics. When she's not writing or updating articles, you can find Allyssa writing poetry, traveling, or picking up any new creative hobby.
