Before their stay
Prepare for the arrival of your guest and get to know them
Booking confirmation
Get in direct contact with your guests from day one (OTA or not)
"The CRM Experience provides continuity and a real follow-up of customer satisfaction before, during and after the stay. It acts as an indispensable central brain allowing us to have:
- more speed;
- more reactivity;
- and more satisfaction.
In my hotels, taking charge of the customer experience without CRM would be comparable to trying to manage their schedule without PMS."
Julie Palisse - Founder of JPS Hotel Solutions
Management and consulting company for 55 hotels.
Pre-stay form
Send a welcome email with a survey to your guest several days before they arrive. You can anticipate their needs and give them a personalized experience.
Less services offered = 6 times more sales
Our pre-welcome survey analyses the profiles of each of your guests so they are only offered services suited to their needs. Why suggest a romantic dinner for two to a solo customer who is on a business trip?
"Many friction points with your guests can be avoided by improving your communication tools. What the Experience Hotel team is doing to empower hotels to personalize service is absolutely wonderful."
Adele Gutman -Vice Présidente Sales, Marketing and Revenue of "The Library Hotel Collection" & Manager of the #1 hotel in the world on Tripadvisor in 2017
During their stay
Make your guests' life easier and analyse your hotel
Pre check-in and Remote check-in App
Your guests have the option of speeding up their reception time. They can pre-check in online, fill out their form on a tablet at reception, or register remotely, directly from their smartphone to ensure social distancing.
Prevent bad comments
30 to 40% of people do not by nature tend to communicate when they have a problem. Take the lead by automatically sending a quality control email during your guests' stay.
In-depth analysis of guest satisfaction
Discover what they think:
- Business travellers or tourists;
- Couples or solo travellers;
- The occupants of rooms 33, 54 and 56 and the quality of the Wi-Fi;
- The British or Spanish travellers;
- Etc.
Over thirty typical guest profiles help you find exactly what you should improve in your hotel.
After their stay
Build guest loyalty with ease
Over 5000 events & email scenarios
Our CRM examines each guest profile and plans campaigns tailored specifically to each:
- Sent automatically with no action needed from you,
- In total compliance with the GDPR,
- Optimised to improve your guest relations
- Unlimited possibilities. Create your own automated campaigns!
Example: Happy birthday!
This date is an opportunity to connect with your old guests, but it's unmanageable manually. Like a certain number of other events, Experience Hotel CRM handles this automatically.
Another example of an automated scenario
12 months after your guest last stayed, we send them a mail to remind them of the good time they had with you
Bonus for your loyal guests
Depending on the number of times they stayed at your Hotel, our CRM calculates a personalised Bonus and automatically inserts it in each of your emails to them. Of course, those are ONLY available on your website.
Hotel Manager testimonials
"The thing that makes all the difference now to the customer is the human factor, and how much the hotel manager invests in it. And that is exactly what the Experience solution is geared towards. We gain exceptional goodwill capital through it, which is a fundamental part of building customer loyalty"
Balmoral Hotel
"The results in terms of upselling are incredible, from a bottle of champagne to tours, we sell dozens of services a month thanks to this CRM."
Arvor Dinan Hotel
"The quality control that CRM Experience runs on my customers on my behalf is really amazing. Several times I've been able to defuse situations where the customer had a major grievance and then transform them into a customer who was delighted with our management and the hotel team."
Villa Italia
"Experience is a platform that enables me to reconnect with my customers and give them a special perk. Using this system, we get three opportunities to transform our customers' stay into an unforgettable experience and to avoid negative comments. It's been a long time since I was so completely won over by a product"
Porte Dorée Hotel
"The CRM helped us see things from an external viewpoint. As we're in the hotel 24/7, we get used to too many things. When customers point our certain things to us, we look at them differently and can then really improve our customer service by assessing their priorities better."
Toubana Hôtel & Spa
"Experience has literally enabled us to create a special connection with our customer before they even get here. We establish a genuine dialogue with them. The customer feels more at ease because we're listening to them more. And when a customer is happy, the conversion to a good comment is massively increased."
Princesse Caroline Hotel