CRM Development for Hotels

Hotel CRM is not "contacts and deals." It is stay history, room preferences, corporate account rules, spa and F&B spend, loyalty tier, language, and consent flags—synced with PMS availability and rate integrity. Generic CRMs treat a guest like a B2B lead with a pipeline stage. That model breaks for repeat leisure guests, wedding blocks, and tour operators.

Unified guest profile. One record per guest or company account, merged from PMS reservations, web forms, email, and WhatsApp—deduplicated by email/phone with manual merge for edge cases.

Pre-arrival and post-stay journeys. Automated but staff-approved sequences: pre-arrival info, upsell offers when occupancy allows, post-stay review requests, and win-back after 12 months idle—not blast emails that ignore current availability.

Corporate and group sales. Separate pipeline for MICE and group blocks: room nights, F&B minimums, deposit milestones, contract document links—visible to front office and sales without duplicate data entry.

Direct booking attribution. Track which campaigns and referral partners produced stays, not just clicks—connected to your booking engine and UTM discipline.

Cloudbeds, Mews, Opera via middleware, HubSpot when marketing already lives there, Stripe for deposits, Mailchimp or Customer.io for sends, WhatsApp Business for concierge threads. Read/write boundaries scoped per workflow.

Marketing consent per channel, easy unsubscribe sync back to CRM, retention rules for inactive profiles, and audit logs for staff exports. No scraping OTA guest emails into CRM—that violates platform terms and erodes trust.

Baseline: map where guest data duplicates today. First release: guest profile sync from PMS + post-stay follow-up queue in 6–10 weeks. InfoWebPlus, Manilva—remote across Europe.