CRM for Hotels?

Misc: Archives Connect & Grow – Interest Groups Founder Focused
1

CRMs have become indispensable tools for many industries, enabling businesses to streamline their processes, personalize communication, and drive growth. But what about the hospitality industry, particularly hotels? I’d love to hear your thoughts :grinning_face:! --- This post was migrated from connect.com and was originally published at an earlier date.

2

Hey! We’ve worked with a few hotels to enable their CRM. With customized messages and discounts going their way to storing room preferences data. Making it a seamless experience across different branches. CRMs really open up a massive opportunity to scale just by helping sales understand a customer and for management to hone in on rev-gen. --- This post was migrated from connect.com and was originally published at an earlier date.

3

Hi Kay, that you for the comment. Did you customize a CRM like hubspot, or the one that is embedded in a Hotel PMS? Because if you did the first one, then we need to discuss :grinning_face:! --- This post was migrated from connect.com and was originally published at an earlier date.

4

Hey Pantelis Zigras, we helped setup their HubSpot in one case and in a couple of others we worked with a Hotel PMS. --- This post was migrated from connect.com and was originally published at an earlier date.

5

Kay Suri Did you manage also to connect Hubspot with the hotel PMS? --- This post was migrated from connect.com and was originally published at an earlier date.

6

Yup, with MiniHotel. Are you interested in connecting it with a particular PMS? I can talk to my partner if we’ve done custom integrations as well. --- This post was migrated from connect.com and was originally published at an earlier date.

7

Hi there,

We work closely with hotels, groups & independents, on CRM and guest experience strategy — and this question comes up a lot.

Short answer: HubSpot can work for corporate hotel use cases (B2B sales, newsletters, loyalty, MICE), but it’s usually not the best fit for operational B2C guest communication.

Here’s why:

  • It’s not built to integrate natively with hotel PMSs or booking engines.
  • Automating WhatsApp/SMS/email comms around key moments (pre-stay, in-stay, post-stay) often requires workarounds or external tools.
  • Segmentation is list-based rather than behavior-driven, which limits contextual personalization.
  • Unless you have a team to manage workflows and integrations, it can become heavy.

Hotels generally need a CRM that’s built around the guest journey, with real-time triggers, room/product upsell logic and native omnichannel messaging.

We published a full breakdown of the topic here if it helps:
:backhand_index_pointing_right: https://info.bowo.fr/en/guide-hospitality-crm

Happy to exchange further if you’re exploring specific workflows or tools.

— Malika from Bowo