CRM for Hotels and Hospitality

Give clients and guests an exceptional level of service every single time with Capsule's hotel CRM. It'll help you match your budget needs and business model so you'll always been your guest's expectations.

Hotel CRM for Better Guest Management

Enhance your customer experience

The difference between good customer service and remarkable customer service is in the details.

Have all your customers' preferences up to date and easily accessible to all staff so every interaction feels special. Easily customize Capsule to record likes and dislikes plus any other important information helping you deliver a remarkable experience.

Go that extra mile for your customers

Capsule's hospitality CRM stores a complete history of every interaction each customer has with your business—all under a single database accessible by your hotel staff.

Create a special connection with your customers by using this information to personalize every communication and send relevant offers to attract repeat business.

Visualize your performance

See your projected income and spot the areas of the business that are making the most revenue and how each sales representative is performing to help you make informed decisions about growth.

Manage guest bookings effortlessly

Provide a fantastic service for bookings, whether it's through an online form, email or phone. All information goes straight into Capsule for all to see and manage. Create your own streamlined processes in Capsule for your employees to follow, ensuring that every stage of the customer's journey exceeds customer expectations.

Do even more with integrations

Get more done in a day by connecting Capsule to all your favorite software, giving you a complete view of your customer. Find out more about Capsule's wide range of integrations:

See all our integrations


Give your customers the service they deserve by integrating Zendesk and Capsule. With Zendesk, you'll have the mechanisms to gather their needs and feedback and with Capsule, the repository to analyze and scrutinize it all.


From capturing leads, to tracking customer payments, integrating Xero and Capsule together can help you understand the end-to-end financial health of your business.

Microsoft Single Sign On

Enable the Capsule Single Sign-on for your Microsoft 365 domain so you only have to sign in once across all devices and platforms used by your hotel staff. One Microsoft Single Sign-on account will improve collaboration, communication, and consistency.


Transpond is an intuitive marketing tool that integrates seamlessly with Capsule. Use templates, automate emails, and capture data with forms when communicating or making transactions with clients and prospects.

Why hotels and hospitality companies need CRM

The hotel and hospitality industry faces several challenges, including seasonal demand, competition, technology, labor costs, and sustainability. Addressing all these during peak periods can be stressful, as owners and staff must balance providing excellent service while maximizing revenue.

Productivity and customer relationship management tools like CRM helpshotel and hospitality companies address these challenges in several ways. With that, here are the reasons why you need a CRM.

More tailored services

Collecting and storing customer data is one of the key benefits of a hotel CRM. Hotels can gather information about guests' preferences, past booking history, and feedback with a CRM system. This data is then used to personalize guest experience in a variety of ways. For instance, you can use a CRM system to track a guest's previous room preferences – a certain room type, location, or view, and dietary restrictions – preferred cuisine or dining time.

Streamlined operations

Efficiency is critical for hotels seeking to deliver a high-quality service while controlling costs. A hotel CRM can improve efficiency by streamlining operations and automating repetitive tasks and processes.

You can automate check-in to speed up the process and reduce the workload of front desk staff, allowing them to focus on more complex guest requests and issues. You can also expedite room service orders by enabling guests to place orders through a mobile app or in-room tablet connected to your hotel CRM software. This reduces the need for staff to take orders by phone and ensures that orders are accurate and timely.

Diversified online marketing

Hotel CRMs can collect and analyze customer data, such as booking history, customer demographics, and interests. This information can then be used to create targeted marketing campaigns more likely to resonate with customers and drive bookings. You can easily collect and analyze data to target customers with special offers and promotions highlighting their needs and preferences every time they book.

Long-term guest relationships

A hotel CRM can track guest loyalty. It can monitor guest behavior, such as booking frequency and total spending, to identify your most loyal customers and offer targeted promotions and rewards. For example, you can offer a loyal guest a free upgrade to a higher room category or complimentary amenities like free breakfast.

In addition to offering personalized rewards, a hotel CRM software can incentivize guests to book directly with the hotel instead of through third-party booking sites, which often require commissions. By providing exclusive promotions and perks to direct bookers, you can reduce your company's reliance on costly Online Travel Agency (OTA) bookings and increase direct bookings.

Better pricing and services

A CRM system provides hotels and hospitality companies valuable data on guest behavior, booking patterns, and feedback, which can be used to make data-driven decisions about pricing strategies and service improvements. With the right information, hotels can gain insights into what drives guest bookings and satisfaction and identify improvement areas.

You can collect and analyze guest feedback from online reviews or physical forms using third-party software integrations and analyze this data using a hotel CRM to identify common issues and complaints. You can also view trends or offerings from competitors and see what you lack or what you can leverage to stay competitive and maintain a high level of service.

Boost your hotel's mobility with Capsule CRM app on mobile

By providing staff with mobile devices powered with a hotel CRM, they can access real-time data, communicate more effectively, and complete tasks more quickly.

With Capsule, you can boost your hotel's mobility and provide better services—even outside the front desk. Here's what to expect on Capsule's mobile app:

Guest management on the go

Capsule CRM app on mobile can enable hotel staff to complete tasks on the go without being tied to a desktop computer or a specific location. Your entire hotel staff can collect customer data and preferences on mobile devices, such as smartphones or tablets, anywhere on the hotel grounds. This allows them to complete tasks more quickly and efficiently, increasing productivity.

Log guest calls and requests in real time

Capsule CRM app's advanced functionalities automatically generate an activity log for every call your guests make, facilitating monitoring interactions with them. Moreover, the app enables hotel staff to promptly append relevant notes after concluding the call, capturing real-time guest information, such as requests, amendments, and additional bookings. This works best for hotels that predominantly depend on phone calls to communicate with guests and other customers, as it eliminates the manual recording of data and minimizes the chances of inaccuracies.

Access more hospitality software

Our mobile CRM app can further optimize your entire system. You can incorporate third-party hospitality tools and software to enhance customer service support and operational activities, such as automated help desks, job and time tracking tools, or inventory management systems.

Faster updates and notifications

Our CRM app offers updates and notifications that can help you improve customer service and streamline operations. Capsule on mobile can alert your hotel staff as soon as a new booking is made or a room becomes available or unavailable, allowing them to quickly confirm the reservation and prepare for the guest's arrival.

Drive competitive advantage

In today's competitive hospitality industry, hotels that embrace mobile technology and provide mobile services to guests and staff will have a distinct advantage over those that do not. By helping your staff be acquainted with more technological tools, you can differentiate your business from competitors, attract more guests, and create a loyal customer base.

Customer-centric CRM for hotels and hospitality businesses

If you're still exploring the various possibilities a CRM offers for enhancing customer service support, then Capsule is the ideal platform for you. Our free version of hotel CRM is available for hotels and other hospitality companies with up to 250 contacts on storage. Capsule provides access to a powerful CRM's fundamental features for customer service, allowing you to enhance your customer management process, automate administrative tasks, and begin adopting new technologies.

We also offer a 14-day free trial for all our paid plans. During the trial you can use both the website version and mobile app. If you decide to proceed with a plan, you can choose from our four paid plans: Starter, Growth, Advanced and Ultimate.

Trusted by thousands of businesses worldwide

Capsule CRM's name is synonymous with integrity, productivity, and functionality. That's why we're trusted by thousands of businesses and professionals worldwide—by managers, customer service representatives, secretaries, assistants, and more.