Your Guest Data, Unified : The Foundation of Hospitality Growth

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The Challenge for Modern Hoteliers

Hotels don’t suffer from a lack of data, they suffer from disconnected data. Guest information is trapped in silos : PMS, Channel Managers and Restaurant / Spa reservation systems. This leads to duplicate profiles, outdated information and missed revenue opportunities.

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The Experience CRM Solution

We transform your scattered data into a clean, actionable and centralised hospitality database. By creating a "Single Source of Truth," we allow you to recognise every guest, understand their value and deliver hyper-personalised experiences that drive direct bookings.

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The 5 Pillars of a High-Performance Database

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Multi-Source Data Integration

  • Objective : To break down silos and gather all guest data in one place.
  • Strategy : Seamlessly connect your PMS, Channel Manager, reputation tracking software, restaurant, spa and POS system.
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Universal Connectors

Synchronisation with major PMS.

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Omnichannel Capture

Automatically pull data from every interaction—from the first booking to the final check-out.

Customer Email Recovery & OTA Bypass

  • Objective : To reclaim ownership of your guest relationships by replacing anonymous OTA aliases with real, direct contact information.
  • Strategy : Deploy multiple digital touchpoints throughout the guest journey to capture missing or “masked” email addresses (like @guestfrombooking.com).
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Pre-Stay Surveys

Anticipate guest needs before arrival. By asking about pillow preferences or arrival times, you naturally encourage guests to provide their personal email address for a better experience.

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Digital Pre-Check-In

Offer guests a faster, "skip-the-line" experience. As they complete their administrative details online, the CRM automatically captures and validates their direct contact information.

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Smart SMS Nudges

Reach guests where they are most active. If an email is missing, the system can trigger an automated SMS inviting the guest to complete their profile, ensuring 100% database coverage.

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Digital Police Sheets (Tablet)

Eliminate paper-based friction at reception. On the day of arrival, guests sign their registration forms on a tablet, allowing you to instantly digitise and verify their latest email address in your CRM.

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The 360° Rich Guest Profile

  • Objective: To know your guests better than they know themselves.
  • Strategy: Build deep, visual profiles that go far beyond basic contact info.
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Stay History & Revenue Tracking

View total lifetime value (LTV), average spend and preferred room types at a glance.

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Behavioral Enrichment

Track guest interests, dietary preferences and special occasions (birthdays, anniversaries) to personalise every touchpoint.

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Deep Data Cleansing & Iterative Identification

  • Objective: To reveal the true scope of your guest relationships by restructuring messy data and identifying hidden duplicates through advanced iterative logic.
  • Strategy: Apply high-level normalisation to every record and run an intensive, multi-layer identification process to surface every guest profile fragment across your systems.
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Automated Normalisation

Instantly fix encoding errors (e.g., restoring "Léonard" from "é") and standardise formatting. Shorthand like "FRA" becomes "France" and names like "REGINA ESTHER" are professionally reformatted to "Regina Esther."

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Unique Customer Reference (The UCR)

The UCR allows to gather the reservations scattered on multiple profiles or hotels under the same customer file, in order to merge, or rather to link in the CRM the various existing cardexes.To ensure no guest is missed, the CRM performs a deep-dive search across 9 consecutive cycles. For each identified match, a new search is performed and repeated to minimise the chances of missing potential duplicates.

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Multi-Criteria Field Analysis

Our algorithms cross-reference a comprehensive set of data points to identify the same guest, including: Personal Details: Nationality, Spoken Language, Date of Birth, and Wedding Anniversary. Location Data: Street number/name, Zip Code, City, and State. Official Records: ID/Passport numbers.

Dynamic Segmentation for Activation

  • Objective: To turn data into revenue through precise targeting.
  • Strategy: Create “Smart Lists” that update automatically based on guest behavior.
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Behavioral Filters

Instantly group guests by "Frequent Business Travelers," "Big Spenders," or "Local Spa Visitors."

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Real-Time Population

Your lists grow and change as guests book or stay, ensuring your marketing is always relevant.

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Clean Your Data. Grow Your Revenue !

Questions & Answers

  • Why do I need a CRM if my PMS already stores guest data ?

    A PMS is built for operational transactions (billing and rooms), not marketing. It often creates duplicates every time a guest re-books. Experience CRM cleans that data, identify duplicates and makes it easy to send targeted, revenue-driving campaigns.

  • Is my data secure and GDPR-compliant ?

    Absolutely. Data security is our priority. We include built-in GDPR tools that allow you to manage guest consents and data requests in a few clicks. Your database is hosted on secure, enterprise-grade servers with restricted access.