Experience CRM review
A broad hotel CRM that connects guest data, messaging, loyalty and experience tools.
Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
Hotels, restaurants, spas and hotel groups can use Experience CRM to bring guest profiles, reservation data, communications and experience management into one hospitality-focused platform. Its scope covers the guest journey before, during and after a stay, with tools for segmentation, targeted campaigns, digital pre-check-in, tablet check-in, loyalty programs, upselling and online reputation management. The product is especially suited to multi-property hospitality organizations looking for CRM alongside guest-facing services.
Its ecosystem is a notable strength. Experience CRM connects with property-management systems, channel managers, restaurant and spa reservation systems, point-of-sale systems, SMS, WhatsApp, Google, Tripadvisor and Looker Studio. PMS-connected reservation synchronization supports a more unified guest record, while the guest app adds chat, concierge and upselling capabilities. The available web and API coverage also gives organizations options for connecting the platform with broader operational and reporting workflows.
Purchasing is modular and à la carte, with billing available monthly, quarterly or annually. The published pricing approach is sales-led and uses personalized quotes, while implementation fees may apply. That structure can suit hotel groups that want to assemble a tailored set of CRM, marketing, loyalty and guest-experience capabilities, but it provides less upfront cost clarity for smaller teams. Choose Experience CRM when a property or group needs a broad hospitality CRM connected to operational systems; consider a narrower product if the priority is only basic guest messaging, contact management or campaign automation.
Experience CRM pros and cons
- Where it wins
- Centralizes deduplicated profiles with PMS-connected reservation data
- Automates email, SMS and WhatsApp guest communications
- Combines loyalty, upselling, check-in and reputation management
- Where it doesn't
- Pricing requires a personalized quote rather than published plan prices
- Implementation fees may apply
- Its broad feature set may exceed the needs of smaller operators
Experience CRM fact sheet, pricing and score →
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