5 Best Hotel CRM Software for 2024

Pipedrive: Best overall CRM for hospitality

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.

Why I chose Pipedrive

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.

Pricing

• Essential: $14 per user per month, billed annually, or $24 per user when billed monthly.
• Advanced: $29 per user per month, billed annually, or $39 per user when billed monthly.
• Professional: $49 per user per month, billed annually, or $64 per user when billed monthly.
• Power: $64 per user per month, billed annually, or $79 per user when billed monthly.
• Enterprise: $99.00 per user per month, billed annually, or $129 per user when billed monthly.

*Pipedrive subscriptions are dependent on geographic location. This information is based on pricing for the United States of America.

Oracle NetSuite CRM: Best for managing guest services

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.

Why I chose Oracle NetSuite CRM

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.

Pricing

• Annual license fee: Contact for a quote. This premium license is based on three components: core platform, optional modules, and the number of expected users. There’s also a one-time set-up fee. Every user that accesses NetSuite CRM needs their own user license.

Zoho CRM: Best for streamlining communication

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.

Why I chose Zoho CRM

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.

Pricing

• Free CRM: Free for up to three users and comes with lead and document management and a mobile app.
• Standard: $14 per user per month, billed annually, or $20 per user when billed monthly.
• Professional: $23 per user per month, billed annually, or $35 per user when billed monthly.
• Enterprise: $40 per user per month, billed annually, or $50 per user when billed monthly.
• Ultimate: $52 per user per month, billed annually, or $65 per user when billed monthly.
• CRM Plus: $57 per user per month, billed annually, or $69 per user when billed monthly.

Capsule: Best for mobile guest management

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.

Why I chose Capsule

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.

Pricing

• Free tier: Free for up to 250 contacts and 50MB of storage per account.
• Starter: $18 per user per month when billed annually, or $21 per user when billed monthly.
• Growth: $36 per user per month when billed annually, or $38 per user when billed monthly.
• Advanced: $54 per user per month when billed annually, or $60 per user when billed monthly.
• Ultimate: $72 per user per month when billed annually, or $75 per user when billed monthly.