Before the Stay – Setting the Tone for Excellence
- Objective: Build anticipation and maximise “Pre-Stay” revenue.
- Strategy: Automated, hotel branded communication starts the moment a booking is confirmed.
Hotel Guest Journey & Customer Relationship Management
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The Challenge for Modern Hoteliers
In a fragmented digital world, hospitality often loses its human touch. Siloed data makes it hard to truly know your guests.
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The Experience CRM Solution
We don’t just automate communication—we centralise interactions to deliver seamless, personalised experiences that turn guests into loyal advocates.
Julie Palisse
Founder of JPS Hotel Solutions Management company and consultant for 55 hotels
The Experience CRM provides continuity and proper monitoring of client satisfaction before, during and after a stay. It’s like a must-have “brain” working behind the scenes that allows us to: be quicker, be more responsive and achieve greater satisfaction. At my hotels, trying to manage the client experience without a CRM would be like trying to manage scheduling without a PMS.
Adele Gutman
VP Sales, Marketing and Revenue at The Library Hotel Collection & Manager at the world’s top hotel on TripAdvisor (2017)
Many client sticking points can be avoided by improving your communication tools. What the Experience Hotel team does to allow hotels to personalise the service is absolutely fantastic.
The Core of the Journey: Advanced Customer Relations
At the heart of our solution is the Single Guest Profile. We believe that a strong customer relation starts with understanding the individual, not just the booking ID.
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Booking notification
Send a booking notification that reflects your hotel brand image to begin the customer journey.
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Upselling & Cross-selling
Automate pre-arrival offers like upgrades, spa, or dining, and segment guests to maximise revenue opportunities.
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Digital Concierge
Provide essential arrival info (directions, check-in times) to reduce front-desk friction.
Pre-Checkin – Seamless Arrivals
- Objective: To bridge the gap between booking and arrival by removing administrative friction and setting the stage for a premium, “VIP” welcome.
- Strategy: Automate the “arrival window” (24–48 hours before stay) using mobile-responsive touchpoints that collect guest data and preferences before they even reach the lobby.
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Digital Registration
Securely capture IDs and contact details to eliminate front-desk queues and paperwork.
During the Stay – Enhancing the Live Experience
- Objective: Proactive customer relation management and real-time satisfaction.
- Strategy: Use digital touchpoints to complement your on-site hospitality.
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Tablet Check-in
Streamline arrivals with a seamless tablet check-in experience.
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Quality control
Catch dissatisfaction before it reaches TripAdvisor. Send a quick communication with "How is your stay?" message on Day 2.
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Real-time Interaction
Use SMS, WhatsApp or the Guest App integrations to share in-stay survey and answer guest queries instantly.
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Concierge Service
Keep in touch and offer personnalised extra to suit your clients so they can enhance their stay.
After the stay – Driving Loyalty & Direct Re-bookings
- Objective: Break the dependency on OTAs and foster brand loyalty.
- Strategy: Maintain the customer relation long after the guest has checked out.
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Satisfaction survey and analysis
Automatically trigger post-stay feedback requests to capture guest sentiment. Transform these results into actionable insights to refine your hospitality activities.
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Automated Review Collection
Prompt guests to leave feedback on Google or TripAdvisor.
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Personalised “Thank you offers”
Send "Welcome Back" promo codes or discounts based on the guest’s previous spend and behavior.
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Milestone Marketing
Celebrate birthdays and anniversaries with exclusive rewards to stay top-of-mind.
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Loyalty program
Automatically offer personalised rewards from a guest’s first stay, using spend and nights to create exclusive, high-value benefits redeemable only via your direct booking engine.
Strategic Benefits for International Hotel Groups
Multi-Language Agility
The platform automatically delivers the right message in the guest's preferred language.
Multi-Property Synergy
Share guest preferences across your entire portfolio. A guest’s preference in Berlin is known by your team in Milano.
Data Sovereignty
You own your data. Move away from OTA-controlled communications and take full control of your customer relations.
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Ready to Elevate Your Guest Journey?
Don’t just manage bookings; nurture relationships. See how Experience CRM can transform your guest experience and drive direct revenue.
Questions & Answers
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Why is a specialised CRM essential for the hotel guest journey ?
Unlike generic CRMs, a hospitality-specialised CRM like Experience CRM integrates directly with your PMS and Booking Engine. This allows for automated triggers based on real-time stay data, ensuring the right message reaches the right guest at the exact moment it’s needed in their journey.
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How does Experience CRM improve customer relations ?
It improves customer relations by creating a “Single Source of Truth” for guest data. By knowing a guest’s history and preferences, hotels can move away from generic mass-marketing and toward meaningful, one-to-one communication that builds trust and loyalty.
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Can I manage journeys for multiple hotels in one place?
Yes. Experience CRM is built for multi-property groups, allowing for both global brand-wide journeys and property-specific local campaigns, all managed from a single dashboard.