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Hotel and hospitality CRM software

Pipedrive’s CRM software empowers you to streamline your hotel or hospitality business. Improve operational efficiency and create a next-level guest experience with automated booking, communications and marketing.

What is a hospitality CRM?

Hospitality CRM (customer relationship management) empowers you to book more guests, schedule events with ease and roster your staff from one central hub, all while providing a personalized service to help you build deeper relationships with guests, groups and corporate clients.

Flexible booking systems

Let your guests take control by comparing dates, deals and locations before they book. Once complete, the booking (and any last minute changes) are instantly captured in your CRM.

Record important guest information

Prepare for dietary requirements ahead of time to keep your kitchen stress-free and your customers happy and healthy

Target promotions to segmented groups

Cater to couples, conferences, birthday parties and more by tailoring your marketing promotions to specific customer segments

Next-level customer communications

Automatically update guests on their booking status with information about check-in times, deposit payments and room upgrades to streamline communication

Keep client data safe and secure

Store and protect sensitive invoice, credit and contact details for thousands of customers and suppliers in one place

Send and receive health and safety declarations

Stay compliant with new restrictions as you open up after the pandemic by easily requesting and filing COVID-free declarations

How hospitality CRM software can help you manage and serve more customers

Catering to hundreds or thousands of guests is a lot to keep on top of. Not only do you need to store their data, but you also need to segment special requests and individual discounts as well as update booking details in real-time.

Hotel CRM software powers your operations by automating communications to improve efficiency, sharing valuable insights that help you serve your guests and enabling flexible workflows to better support your staff.

Pipedrive makes it easy to find better ways to attract customers and manage all your guest and property data in one place.

Stay on top of every booking query

Create great customer experiences with tailored communications from inquiry to booking confirmation. See a visual history of all contact activity, making it easy to review your latest conversations and follow up with personalized emails.

Learn how to track conversations with Pipedrive

Understand your guests and their needs

Inspire customer loyalty by consistently giving your guests what they want. Use detailed CRM analytics to gather key information like location preferences, typical party size and popular menu orders.

Pipedrive collates key insights from all your customer channels to help you continue to deliver what works.

Discover how to deep dive into your client data with Pipedrive

Process more bookings

Welcome more guests with Pipedrive thanks to automated booking pipelines.

Let Pipedrive fill your reservation calendar for you by automatically inputting customer details, sending reminders and updating special requests within your hotel CRM software.

Explore Pipedrive’s automation functions for hospitality

What to look for in a hospitality CRM solution

Choosing the right CRM in hospitality helps your business provide reliable communications and connects with a range of travel and tourism apps.

Whether you run a hotel group, restaurant chain, or boutique B&B, Pipedrive sets your business up for success with customizable dashboards that grow with you.


Grow your CRM alongside your business. As you input more data and serve more guests, Pipedrive expands with you.


Connect your own booking app directly into Pipedrive and reach more customers with integrations from leading referral sites


Be available wherever your customers need you with built-in email, SMS, social media and web form communications

How does a CRM for hospitality work?

Serving thousands of guests and managing multiple venues requires thorough organization. Pipedrive’s hotel and hospitality CRM software makes it easy to communicate with every customer throughout their booking journey.

From check-in to check-out, manage stays and follow up with loyalty offers from within your CRM.

  • Build a pipeline to fit your booking process and streamline guest management
  • Record information such as dietary and accessibility requirements for every guest
  • Get an overview of every guest and their communication history
  • Integrate with tools used across your hospitality business and build workflow automation with Zapier
  • Automate booking confirmations, SMS check-in reminders and travel information to ensure every client stays informed
  • Track email activity, including opens and clicks, to see how your customers are engaging with your business

How to set up your hospitality CRM software

  • 1. Integrate contact forms to your CRM

    Give customers an easy way to get in touch with you through Web Forms. Every contact will be collected, managed and stored in your hotel CRM software.

    You’ll have complete visibility of all booking data as soon as a request form is received. Forms can be embedded anywhere, allowing customers to book in their own time with online convenience.

  • 2. Organize your guest offers with custom fields

    When you first log in to Pipedrive, you’ll see a visual representation of your guest pipeline. Here, you can customize booking stages to manage customers across every property of your business.

    Create different pipeline workflows for inbound contacts based on how far along in their inquiry they are. Get visibility on how likely a customer is to book, as well as unconfirmed reservations that need a follow-up.

  • 3. Create automated marketing campaigns

    To create an exceptional guest experience you must be able to send personalized messaging. This means aligning your marketing campaigns with booking motivations such as time of year, occasions and special offers.

    With your customer segments set up, save time and target campaigns with automated promotions. Provide relevant information on booking benefits and updates about new season rates and menus.

  • 4. Book more venue tours

    Schedule convenient times to show potential wedding, party and conference clients around your venue with Pipedrive’s Scheduler. Send calendar links via Live Chat or email directly from your CRM.

    Clients book tour times with your events team that automatically sync to your staff calendars. There’s no need for any back and forth. Easily share your availability and let customers book with only a few clicks.

Make your hospitality operations more efficient with integrations

The right integrations are the key to a successful CRM in the hospitality industry. Supercharge your communications, stay on top of your finances and automate your marketing with Pipedrive’s powerful connections.

Here are some essential integrations that every hospitality venue can benefit from.


Answer guest questions fast with LiveChat. Provide real-time information to help your customers make a booking. Confirm your vegan options, parking locations and maximum party size in no time.

Explore Pipedrive’s LiveChat integration.


Process hundreds of thousands of bills, tip add-ons and wholesale invoices. Keep your books up-to-date, your balance sheet healthy and your staff paid on time with your hospitality CRM.

Learn about Pipedrive’s Xero integration.


Insert your team roster to make sure inquiries reach the right person at the right time. Whether your guests want leisure center, restaurant, or airport transfer information, their queries will always be assigned to an expert.

Discover Pipedrive’s RouterJet integration.

Autopilot Journeys

Send beautiful emails and SMS to your guests and tailor Facebook and Google Ads to potential customers. Automate repetitive communications to streamline your marketing.

Automate your marketing with Pipedrive’s Autopilot Journeys integration.


Connect thousands of apps with your CRM. Import booking calendar information, website inquiries and email requests with Zapier’s automation functions.

Connect your apps with Pipedrive’s Zapier integration.


Update your CRM in real-time with a collaborative inbox. Get context for customer messages and respond without switching tools. Connect your email and other customer communication channels in one place.

Consolidate your emails with Pipedrive’s Front integration.

Spend less time on admin and more time welcoming guests!