Understanding Hotel Market Share: Calculations, Indicators & Strategy
— by
Mia Kun
— by
Mia Kun
Want to boost direct bookings and slash OTA commissions while improving guest experience? The right hotel marketing software can increase revenue by up to 30%.
Below are the top platforms driving results in 2025 — from AI chatbots to reputation management tools — to help you make informed decisions for your property.
Curated for hoteliers seeking to streamline operations, boost direct bookings, and future-proof their marketing strategies.
If you want to learn more about marketing software for hotels, start here.
The Best Hotel Marketing Software of 2025
We've curated the top hospitality software solutions for 2025. Use the filter by what you need: Chatbot, Upselling Software, Direct Booking Software, Hotel Website Builders, Customer Relationship Management Software (CRM), or Reputation Management Tools.
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An easy to setup and feature full all-in-one solution designed for small to medium sized properties everywhere, like hotels, b&bs, hostels and campsites.
Sirvoy is a hospitality software provider that offers a comprehensive, cloud based suite of applications including a Property Management System, Booking Engine and Channel Manager.
Its affordable price tag means that it's accessible to smaller or newer businesses that need to dream big on a small budget and scales with them as they grow, be it: hotels, motels, hostels, B&Bs, lodges & guest houses.
EXCLUSIVE OFFER —
Sign up for a free trial now: get 50% discount on your first 3 months
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Cloudbeds is the leading platform redefining the concept of PMS for the hospitality industry, serving tens of thousands of properties in more than 150 countries worldwide.
Built from the ground up to be masterfully unified and scalable, the award-winning Cloudbeds Platform brings together built-in and integrated solutions that modernize hotel operations, distribution, guest experience, and data & analytics.
Founded in 2012, Cloudbeds has been named a top PMS, Hotel Management System and Channel Manager (2021-2024) by Hotel Tech Report, World's Best Hotel PMS Solutions Provider (2022) by World Travel Awards, and recognized in Deloitte's Technology Fast 500 in 2023.
EXCLUSIVE OFFER —
Sign up for a demo and receive $250 of free credit
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Find, book, and grow with Cendyn: We make every guest interaction an opportunity to nurture relationships and maximize profitability.
Cendyn is a global hospitality cloud-based technology company that enables hotels to drive revenue, maximize profitability, and create deeper connections with guests through its integrated solutions.
Serving hoteliers for nearly 30 years, Cendyn drives commercial success for hotels through its Find, Book, Grow promise: find the right guests; drive them to book direct, and grow loyalty andrevenue across the spectrum of digital guest interactions.
Cendyn has over 32,000 customers worldwide in more than 150 countries generating more than $20 billion in annual hotel revenue. The company supports its growing customer base from locations across the globe, including the United States, France, the United Kingdom, Singapore, Bangkok, and India.
To find out more, visit cendyn.com.
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Canary Technologies is modernizing the hotel tech stack with its award-winning end-to-end Guest Management Platform.
Digitizing everything from post-booking through checkout, Canary is trusted by more than 20,000 hoteliers in 80 countries, including leading global brands, such as Marriott International, Four Seasons, Choice Hotels, Wyndham Hotels & Resorts, and Intercontinental Hotel Group.
Canary's solutions eliminate paper processes, boost revenue, increase staff efficiency, improve the guest experience, and reduce chargebacks and payment fraud. Canary's Hotel Management Software includes Mobile Check-In/Checkout, Tablet Registration, Upsells, Guest Messaging, Canary AI, and Digital Tipping.
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We are a technology company serving already 20,000 hotels worldwide. We offer a full-stack growth platform to power hotels´ direct channel. By leveraging a series of integrated tools and analytics, hotel brands can attract, engage and convert guests throughout the user journey.
In addition to price comparison, reviews summary and a full suite of personalization options, The Hotels Network's Predictive Personalization product harnesses machine learning techniques to predict user behavior and then automatically personalizes both the message and the offer for each user. The company's latest innovation, BenchDirect, is the first benchmarking product for the direct channel, providing hotels with never-before-seen competitive data that completely changes the rules of the game.
The Hotels Network's mission is to improve the online booking experience, grow direct bookings and strengthen the relationship between hotel brands and their guests.
The Hotels Network integrates with over 450 Booking Engines; serves hotels that have any CRM and also connects with many PMS solutions.
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BookingWhizz is a complete suite of marketing tools dedicated to increasing Direct Booking on your website. Recommended for hotels and chains in the middle-east.
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Asksuite is a leading AI reservation agent, known for its instant and multilingual replies 24/7 across all communication channels.
Streamlined Communication Management
The omnichannel inbox by Asksuite allows hotels to manage inbound chats, emails, and social media messages from one centralized location. This feature reduces the hassle of switching between different platforms and keeps track of metrics and sales performance effectively. It includes centralized chat management, auto-assigned chats, 3-click proposals, and stats control across multiple service channels.
AI Reservation Agent
Asksuite's AI-powered chatbot ensures no lost sales due to service issues by automating replies to common questions. It operates around the clock on major communication channels and integrates with booking engines. Key features include human intervention options, group and event lead management, and five advanced AI algorithms designed for accurate responses.
Inbound Reservation CRM
Asksuite's inbound reservation CRM provides a comprehensive view of the booking journey across all service channels. This tool enhances direct booking conversion rates with features like lead pipeline management, sales forecasting, reservation funnel analysis, goals and commission tracking, and automated follow-ups.
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Whistle for Cloudbeds is an enhanced guest engagement solution that gives lodging businesses the tools to drive incremental revenue, increase guest satisfaction, streamline internal operations and deliver more meaningful contact and customized interactions throughout the entire guest journey from discovery to post-stay.
EXCLUSIVE OFFER —
Sign up for a demo and receive $100 of free credit!
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ReviewPro (a Shiji company) is an all-encompassing guest experience management platform designed to enhance online reputation, gather guest feedback, and improve overall guest satisfaction.
ReviewPro offers a comprehensive suite of tools to manage and elevate every aspect of the guest journey. The Hotel Reputation feature allows hoteliers to monitor and improve their online reputation through a powerful cloud-based solution, driving increased rankings on review sites and OTAs. Guest Surveys provide a customizable survey platform to collect valuable guest feedback, converting insights into actionable strategies that enhance guest satisfaction and drive revenue growth.
The Case Management module facilitates real-time communication with guests, ensuring seamless interaction on their preferred channels, which helps in addressing issues promptly and efficiently. Additionally, the Guest Communications feature automates follow-up processes on guest feedback, assigns duties, and tracks task completion, effectively mitigating negative reviews and fostering a positive review culture.
ReviewPro stands out with its extensive data aggregation capabilities, pulling over 100 million reviews from 140+ review sites in more than 45 languages. This makes it an invaluable tool for benchmarking competitor performance and making data-driven decisions to boost a hotel's reputation and revenue.
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Capture guest feedback by sending satisfaction surveys via email or SMS and turn their experience into more positive reviews online.
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Helps turn communication into satisfaction, reviews into bookings, and complexity into peace of mind
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HDB is the new generation premium call center with 24/7 multilingual sales representatives to assist travelers and generate direct sales for hotels.
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Quoality is an easy-to-use GX platform helping hoteliers digitize guest-facing processes to offer an elevated guest experience and increase profitability.
Whether you want to upsell your ancillaries, automate guest journeys, provide contactless check-ins/checkouts, collect online payments, and drive more positive online reviews, Quoality has everything you automate the guest-facing process needed to run your business efficiently.
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GuestRevu is about providing guest intelligence technology to busy hospitality professionals to gather feedback, manage online reputations, and make informed decisions based on guest feedback data.
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Create experiences your guests love. Swyftin is a hotel upsell software that helps hotels increase revenue.
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Yonoton is a true omnichannel digital platform offering venues the chance to reduce costs and to increase revenue by allowing guests to order and purchase through hotel's own branded app, webshop, self-service kiosks or NFC-chips. Giving them a contactless guest experience. Whilst the venue or resort can communicate, engage & market to guests before, during & after their visit.
Yonoton HQ in Helsinki, Finland work with some of the worlds largest brands including Sodexo and Compass Group across the Nordics. In January 2021 was launched in the UK and Ireland.
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Finally one solution to manage every aspect of your guest relationship before their stay:
Email/SMS
Upsell/Upgrade
Surveys
During their stay:
Arrival form
Guest database
Quality control
After their stay:
Satisfaction survey
E-reputation
Review management
Email campaigns
Automated marketing
Email platform
Loyalty
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HiJiffy is an advanced AI-powered guest communication platform designed specifically for the hospitality industry. It consolidates multiple communication channels into a unified inbox, allowing hotels to automate up to 90% of guest queries and significantly improve guest interaction efficiency.
Key features of HiJiffy include:
• Omnichannel communication - centralizes guest queries from website chat, social media, WhatsApp and more into a single interface
• Conversational AI chatbot that can automatically answer over 85% of common guest questions in over 130 languages
• Seamless integration with hotel systems like PMS to enable automated services like online check-in, digital keys, in-stay requests, upsells and more
• Campaign management tools to optimize direct bookings and upselling opportunities
• Performance analytics and guest feedback insights
• Quick setup and easy to use interface that can be customized to match hotel branding
By automating repetitive tasks with AI, HiJiffy helps hotels reduce operational costs, minimize staff workload and improve response times. This allows hotel staff to focus on higher value guest interactions. Real results reported by HiJiffy clients include 92% customer satisfaction scores, 60% online check-in completion rates, 5% chat to booking conversion and 70% reduction in incoming calls.
HiJiffy integrates with leading hotel systems like Oracle Opera, Mews, D-Edge, Oaky, Cloudbeds and more. Over 2,100 hotels, resorts and hostels worldwide trust HiJiffy to digitalize their guest communications and boost revenue.
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Get more from your guests Next Gen Hotel CRM Ask for the demo Upgrade your hotel Move to multi-experiences Expand to multi-channels Impact your clients Get.
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Triptease is a comprehensive data-driven marketing platform designed to help hotels increase their direct bookings. By harnessing advanced data analytics, Triptease connects hotels to critical pricing, market, and customer data for more effective marketing campaigns.
One key advantage of Triptease is its ability to personalize the entire booking journey using unique hotel data, ensuring a customized customer experience from initial search to final booking. The platform automatically adjusts hotel prices in metasearch results to undercut OTAs, seamlessly integrates first-party data into CRM systems, and displays specific search dates and prices in retargeting ads.
Triptease is particularly beneficial for hotels aiming to compete with OTAs on price parity. It offers real-time data insights to quickly match lower OTA prices, thereby accelerating direct bookings and revenue generation. The platform's application of first-party data significantly enhances customer targeting and engagement, leading to more efficient marketing and higher conversion rates.
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Oaky is a pioneering upselling software that assists hotels in boosting their revenue by offering personalized upgrade options and services to guests throughout their journey.
Oaky's platform is designed to maximize revenue with automated upselling features tailored for the hospitality industry. Founded in 2013 and headquartered in Amsterdam, Oaky empowers hoteliers to enhance guest experiences by delivering relevant, personalized offers at optimal points during the guest journey. The software employs data-driven insights and dynamic pricing models to ensure that the offers presented are timely and appropriate, thereby optimizing the average spend per guest while minimizing manual intervention.
Oaky's guest-facing interface allows for seamless interaction, letting guests customize their stays by selecting from an array of pre-determined, high-converting deals. The platform ensures efficient communication with guests via multiple channels, including email and SMS, so that they are consistently engaged and informed about potential upgrades and special offers tailored to their preferences.
The software facilitates operational efficiency by integrating with various Property Management Systems (PMS) and other hospitality tech solutions, allowing hoteliers to manage their upselling efforts with minimal manual effort. Key features include a chain dashboard that centralizes upselling activities across multiple properties, robust reporting tools for tracking performance, and a deal library with over 100 proven offers.
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The all-in-one engagement platform for hotels to grow revenue, improve customer satisfaction and drive loyalty at all stages of the guest journey.
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Selfbook is a fintech-enabled booking and payment platform designed to streamline hotel reservations and boost direct revenue for hotels.
Selfbook offers a suite of products including Selfbook Direct, Selfbook Express, and Selfbook Station. Selfbook Direct allows hotels to provide a seamless on-brand booking flow and one-step checkout experience directly on their own website, incorporating digital wallets for a modern checkout process. Selfbook Express enhances the online payment experience by offering plug-and-play payment blocks with options such as digital wallets and Buy Now, Pay Later, making it highly suitable for hotels using custom booking engines. Selfbook Station acts as a comprehensive booking and payment orchestration platform, automating payments and simplifying bookings management, thus saving time and enhancing control over revenue streams for hoteliers.
Selfbook's technology ensures end-to-end security and compliance, supporting secure payment journeys with PCI DSS compliance, payment validation, and two-factor authentication. Additionally, it complies with GDPR and ADA standards to guarantee an inclusive and seamless user experience.
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The ever blooming hospitality industry is one of the major contributors to the economy of developed and developing countries and with the introduction of IT .
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AI-powered Hotel chatbot and instant communication platform for Hotels - Increase direct booking with the best hotel chatbot by Quicktext.
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WeBee is a 360-degree guest-facing solution that allows hoteliers to provide guests outstanding experiences, hence increase their revenue.
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Instio GEM is an integrated digital solution for Mobile Check-In, Guest Management and Service Quality Monitoring solution for hospitality companies.
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Duve is a comprehensive hospitality guest experience platform designed to enhance guest satisfaction, streamline operations, and boost revenue.
Founded in 2016, Duve is headquartered in Tel Aviv with offices in Paris, serving over 1,000 clients in 64 countries. It provides a suite of tools to automate and personalize the guest experience, including online check-in, upselling, digital keys, and a branded guest app. Duve's platform allows guests to check in via web or mobile before arrival, reducing wait times and improving operational efficiency. The system's personalization capabilities leverage guest data to offer tailored upsells like room upgrades, services, and local experiences, optimizing revenue generation.
The guest app, a white-labeled solution, offers a seamless digital experience, providing guests with essential information and capabilities, such as digital room keys, local recommendations, and communication with hotel staff via multiple channels like email, SMS, and WhatsApp. Additionally, Duve's AI-driven communication hub centralizes guest interactions, improving response times and service efficiency through automated and scheduled messaging.
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UpsellGuru is the most exciting way to offer upgrades and increase hotel revenue. Highest upsell conversion for hotels worldwide.
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Howazit is a cloud-based, highly configurable, pro-active guest engagement platform, used by hotels to digitally transform their guest's experience.
Howazit turns every touchpoint across the customer journey into an engagement opportunity and is easy to integrate to any third-party partner.
Leveraging happy customers for brand advocacy, loyalty, and more sales, while reducing operating costs and increasing the bottom line.
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Hotelintelligence.io is a technology company that provides data-driven solutions for the hospitality industry.
Their main product is a cloud-based platform that provides real-time insights and data analysis for hotels, enabling them to make informed decisions and improve their overall operations.
The platform offers features such as revenue management, demand forecasting, and market intelligence. The company's aim is to help hotels maximize their revenue and improve their guest experience through the use of data and AI.
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Our contactless mobile ordering, payments and guest engagement tools, deliver guests a world of experiences, uninterrupted.
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Customer Alliance makes it easy to capture, understand, share and act on feedback.
Customer Alliance is a dynamic tech company on a mission to empower organizations to be loved by exceeding people's expectations. We've built a powerful Software-as-a-Service platform that makes it easy to capture, understand, share and act on feedback.
Each day, we proudly serve over 5,000 organizations spanning the hospitality, healthcare, automotive, and insurance industries. Our platform delivers a comprehensive view on satisfaction metrics at each customer touchpoint and provides the tools necessary to manage feedback and reviews in a smart and simple way. Like a GPS for the customer journey.
Elevate your online visibility and manage customer feedback without putting in overtime.
Own your customer satisfaction and embrace efficiency with the all-in-one platform for customer reviews, surveys, and satisfaction metrics.
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LODGEA (based in Munich) offers a websitebuilder and direct booking engine to make it easy for hoteliers to increase direct bookings and automate online marketing.
Marketeers can connect their property management system (e.g. apaleo) via drag & drop and integrate this conversion optimized IBE into their website or set up the whole website with it. There´s no installation or programming required. The software offers up to 49 languages and 79 currencies and all relevant payment methods are included (eg. Google Pay, Apple Pay, Credit Cards).
LODGEA´s goal is to enable marketeers of accommodations to become more independent from large OTAs by driving traffic to their own website and converting lookers to bookers with a smooth, user-friendly and SEO-optimized solution. What Shopify offers for retail LODGEA offers for hospitality.
EXCLUSIVE OFFER —
Free Trial: 30 days + 50% OFF for further 3 months with promo code "Hotelminder503”
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Userguest is hotel website revenue booster. It improves hotel websites ability to generate direct bookings. Userguest provides a series of marketing technology features that have a clear impact on hotel website revenues. It helps convince your website visitors to complete the booking through personalised offers, social proof messages and smart notifications. Thanks to Userguest's unique dashboard, hoteliers can really understand their website visitors booking preferences and offer them the right offer. Userguest also provides hotels with smart recommendations, that identify revenue opportunity to maximize bookings and profits.
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HERA, Your Hotel Email Reservation Assistant, helps hotel and restaurant reservation agents answer inbound Emails.
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ExpectMe is a unique room selection platform that unlocks hidden revenue, elevates guest satisfaction, and supports staff efficiency. Drawing inspiration from personalized seat selection models in various industries, such as theatres and aviation, we have crafted a solution tailored to the unique requirements of the hospitality industry.
We are all used to having the flexibility to pre-select seats on airlines. Our mission is to bring this possibility to hotel guests to support personalization and improve the guest experience. We have also seen that this can be a revenue driver, with a third of guests saying they would pay to be able to select their room rather than having it assigned by the hotel.
Hotels now have a chance to drive incremental revenue not just by upselling higher room categories but also by monetizing room selection for the room category that was originally booked. Additionally, this is a great tool to reward guests, ensuring they book time and time again. Use room selection as part of your direct booking strategy, supporting a channel shift and reducing costs, as no OTA or party can offer this today.
Our platform integrates seamlessly with leading, cloud-based PMS, ensuring real-time automation. This alleviates front desk staff from manual tasks, allowing them more time to interact with guests and offer a unique hospitality experience. With efficient onboarding and minimal setup disruption, we offer hospitality leaders an edge in this competitive market while providing an immediate impact on profitability.
Empower your guests to personalize their stay by selecting and guaranteeing their own room and add-ons to make their stay extra special, while your hotel unlocks new revenue streams.
Key features:
- Intuitive room selection through a user-friendly platform and interactive floor plan
- Monetize on room level, with or without upgrade, to unlock untapped revenue streams
- Upsell specific products and services to enhance the guest experience and drive ancillary revenue
- Seamless guest communication embedded into your existing guest journey and tools, or sent specifically
by our platform
- 2-way PMS integration to fully automate the booking and operational processes
- Interactive dashboard with insights and analytics on sales, revenue, conversion and more
- Efficient onboarding in record time with our simple, intuitive and user-friendly platform
- Designed and supported by a dedicated team of hospitality professionals
Key benefits:
- Enjoy incremental revenue and profitability
- Elevate guest satisfaction
- A unique selling proposition to drive more direct bookings that no OTA or third party can offer
- Streamline the arrival process and maximize operational efficiency
EXCLUSIVE OFFER —
Get 20% Discount on your subscription
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A rate comparison widget allowing visitors to compare your direct price with your price in main OTAs without leaving your website.
Rate Comparison Widget
This widget allows your visitors to compare the direct hotelroom rate with hotel prices on various OTAs without leavingyour website. Show your visitors that they will always get abetter deal on the hotel website – best price guaranteed,benefits and perks for the direct booking and seamlessbooking process.
Cart Recovery
This tool keeps visitors on the hotel website and encouragesvisitors to finish the booking process. Depending on thehotel's targets the Cart Recovery pop-up might include RateComparison information, Urgency Message orAuto-applicable Promo Code.
SMASH
SMASH (Smart Messaging Assistant) tools help to create abeautiful fully personalized marketing campaign andcustomize unique booking experience for every visitor.Disregarding current hotel objectives SMASH will increasethe conversion rate and average booking value. Possiblegoals might vary from highlighting unique selling points ofthe hotel to increasing sells, as well as promoting a hotelloyalty program and providing valuable information for thevisitors, and creating a sense of urgency.
EXCLUSIVE OFFER —
Sign up & get 3 months use for free - without commitment
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MeetingPackage allows hoteliers to automate M&E sales, reaching more markets with fewer errors and increased profitability.
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Apologies! It seems we don't have much, or any, information about HubSpot to display right now.
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Book Me Bob Chatbot engages, nurtures, converts, and supports your customers across the most commonly used messaging channels.
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Paxer platform allows host to manage bookings, allotments, rates, and empowers guests and hosts so they can have a direct relationship without .
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Online travel agents are purely focused on converting the customer through the shopping path, unfortunately Hotels can only focus on the design aspect of their website over conversions due to the limitations from their PMS provider.
At RoomStay, our mission is to bring the Hotel Industry e-commerce checkouts inline with OTAs so there is a fighting chance for the hotels to create a booking experience that is optimized to increase conversion rates and revenue all within your website.
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Boost your revenue with gift voucher selling! Automate voucher sales and simplify administration with RESnWEB Gift Voucher Module.
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Bonomi lets you connect with guests on WhatsApp, Messenger, Viber, Instagram and other popular messaging channels.
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Beoordeling 4,5 (93) Hotelchamp eCommerce is an easy-to-use website and booking tool that gives you full control over your online presence.
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A very clever booking recovery solution: CartStack automatically sends high-converting reminder emails to visitors that start to book a reservation on your website, but leave without completing it.
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AutoRank is an AI-driven optimization tool that automatically enhances Airbnb property listings to improve their search ranking and visibility.
AutoRank, developed by Otamiser, analyzes Airbnb search trends and guest behavior to optimize property listings every 48 hours. The system focuses on creating data-driven, SEO-friendly descriptions that highlight property features, nearby attractions, and amenities based on current search patterns.
The software implements automatic content updates to reflect seasonal changes, local events, and evolving traveler preferences. It analyzes guest reviews to emphasize popular features while managing expectations through transparent property descriptions. This approach helps maintain higher Airbnb value scores and potentially increases booking conversions.
A key feature of AutoRank is its ability to maintain optimal listing visibility during peak booking windows, allowing property managers to implement higher rates without compromising search rankings. The platform provides a dashboard with performance analytics and market insights to help hosts make informed decisions about their properties.
The system has demonstrated significant results in initial testing, with some properties reporting increased listing views and improved occupancy rates. One case study showed a 19% occupancy increase with 359,000 more Airbnb page views for a property management company in Orlando.
Which one is the best for YOUR hotel?
We're Experts in helping ambitious hoteliers improve key metrics with modern technology and expert know-how.
We Can HelpRevenue Generation: Direct Booking & Upselling Software
Stop leaving money on the table. Today's top-performing hotels use two key tools to maximize revenue: direct booking platforms that slash OTA commissions, and AI-powered upselling software that captures more value from every guest. Here's what you need to know.
Direct Booking Software
Hotels lose up to 30% of their revenue to OTA commissions. Direct booking platforms help properties reclaim this revenue by converting website visitors into direct guests.
What is a Direct Booking Platform?
It's specialized software that transforms your hotel website into a high-converting booking machine. Think of it as your website's secret weapon - combining a smart booking engine with conversion tools that convince guests to book directly instead of through OTAs.
Essential Features
- Smart Price Display: Real-time comparisons showing direct booking savings
- Conversion Triggers: "Only 2 rooms left!" and "5 people viewing now"
- Mobile-First Design: Seamless booking on any device
- Anti-OTA Tools: Loyalty points and price-match guarantees
Want to slash commission costs? Here are 10 proven direct booking strategies →
The right direct booking platform can boost conversion rates by up to 25%, giving you more revenue and valuable guest data while reducing OTA dependence.
Browse the most popular direct booking tools →
Upselling Software
While traditional upselling relies on front desk staff making last-minute pitches, AI-powered upselling platforms are driving 20% revenue gains through perfectly-timed, personalized offers.
Modern Hotel Upselling
Today's upselling software uses AI to analyze guest data and automatically trigger relevant offers at key moments - from booking confirmation to pre-arrival. The result? Higher conversion rates and happier guests who get exactly what they want.
Game-Changing Features
- AI-Driven Personalization: Tailored upgrades (room, spa, etc) offers based on guest profiles
- Smart Timing: Automated offer sequences that hit at peak buying moments
- Attribute-Based Selling: Let guests customize rooms by selecting specific features
Research shows hotels using AI-powered upselling see 10-20% revenue lift while increasing guest satisfaction scores. The secret? Making the right offer to the right guest at the right time.
Browse the most popular upselling software solutions →
Guest Experience: CRMs and AI-Powered Chatbots
The battle for guest loyalty in 2025 isn't won with better beds or faster WiFi—it's won through seamless, personalized experiences. Modern guest experience platforms have evolved into powerful engines that anticipate needs, automate interactions, and drive revenue through every touchpoint of the guest journey.
Customer Relationship Management Software
In 2025, effective hotel CRM isn't just about storing guest data—it's about turning insights into revenue. Modern CRM systems have evolved to become the central nervous system of hotel operations, connecting every guest touchpoint into actionable intelligence.
The Data Revolution
The most powerful CRM systems now create unified guest profiles by merging data from PMS, POS, guest experience systems, etc. This consolidated view enables hotels to understand and anticipate guest needs before they're expressed, making every interaction more meaningful and profitable. When a guest books a stay, the system automatically pulls their complete history, preferences, and potential triggers like anniversaries or birthdays.
The Communication Shift
The biggest change in 2025 is the move away from traditional email marketing toward instant messaging platforms.
WhatsApp and SMS workflows are proving dramatically more effective, with higher engagement rates and faster response times.
Research shows this personalized approach increases customer engagement by 30%.
💡 Pro Tip: Focus on using stay preferences for post-stay remarketing—it's no longer about generic follow-ups, but about creating targeted experiences that feel personally crafted for each guest.
Browse the most popular hotel CRM solutions →
AI-Powered Chatbots
AI chatbots have evolved from simple Q&A tools to powerful revenue drivers in modern hotel operations. These virtual assistants now serve as 24/7 sales agents, engaging guests with personalized offers while handling routine inquiries efficiently.
Smart Revenue Generation
The real power of hotel chatbots lies in their upselling capabilities. They analyze guest data to suggest relevant upgrades and services at the right moment – whether it's a spa package during booking or a room upgrade before arrival. As shown by Holiday Extras' success with ChatGPT Enterprise, well-implemented chatbots can significantly reduce booking abandonment while boosting direct reservations.
Practical Implementation
Success depends on seamless PMS integration and clear escalation paths to human staff.
The goal is simple: automate routine tasks while maintaining the personal touch that defines great hospitality.
When properly deployed, chatbots free up staff to focus on meaningful guest interactions while ensuring no revenue opportunity goes unnoticed.
AI chatbots are revolutionizing upselling by engaging guests in real-time with personalized offers (e.g., room upgrades, spa packages) during booking or pre-arrival.
HotelMinder, it is about:
- Optimizing occupancy, revenue or ADR
- Upgrading your software stack
- Solving distribution or/and tech issues
- Improving their hotel online presence
HotelMinder, it is about:
- Upgrading your software stack
- Optimizing occupancy, revenue or ADR
- Solving distribution or/and tech issues
- Improving their hotel online presence
Brand Building: Website Builders and Reputation Management Software
Website Builders (Hotel-Specific CMS)
a hotel-specific Content Management System (CMS) serves as the cornerstone of your online presence. Unlike generic website builders, these specialized platforms are designed to meet the unique demands of hospitality businesses, enabling properties to manage content and bookings without technical expertise.
Critical SEO & Design Elements
Modern hotel CMS platforms must prioritize search visibility and user experience. This includes proper schema markup for room types and amenities, visual storytelling capabilities, and GDPR-compliant data collection.
The system should automatically handle technical SEO elements while allowing hoteliers to focus on creating compelling content.
Essential Technical Capabilities
At its core, a hotel CMS must deliver seamless integration with your existing tech stack. Real-time synchronization with your PMS ensures accurate inventory, while CRM integration enables personalized loyalty programs.
The platform should feature a mobile-first design with one-click booking capabilities and digital wallet integration, ensuring fast loading times across all devices.
Smart Personalization & Global Reach
Today's leading hotel CMS platforms leverage AI to deliver personalized experiences. Dynamic room recommendations and 24/7 chatbot support enhance guest engagement, while predictive analytics enable tailored offers based on guest behavior.
Multi-language support with auto-translation for 50+ languages ensures global accessibility, while robust security measures protect guest data through GDPR/CCPA-compliant encryption.
Browse the most popular hotel specific website builders →
Reputation Management Software
A reputation management software is a specialized tool that helps hotels monitor, manage, and improve their online presence across digital platforms. These solutions automate the collection, analysis, and response to guest reviews while providing insights to enhance the guest experience and brand perception.
Why It's Important: Impact and ROI
Didi you know that 97% of guests read reviews before booking? in 2025, it’s clear that effective reputation management directly impacts revenue and brand value.
For example, according to Hospitality Net, hotels leveraging advanced reputation tools like Shiji ReviewPro have reported achieving 10% higher online ratings and 25% more positive reviews.
The business benefits are substantial:
- Improved Average Daily Rate (ADR)
- Strengthened brand trust and loyalty
- Reduced operational costs through automation
Key Features and Capabilities
- Automated Review Collection
- Centralized Review Monitoring
- AI-Powered Analytics
Browse the most popular hotel reputation management tools →
The Future of Hotel Marketing Software
Hotel marketing is undergoing a seismic shift, powered by AI and related technologies that are revolutionizing guest engagement and revenue optimization.
AI-Powered Personalization & Guest Engagement Tools
AI has become mission-critical for competitive hotels. Case in point: Hyatt's AI-driven marketing collaboration with AWS generated $40 million in just 6 months through hyper-personalized campaigns.
Modern AI solutions now enable 24/7 chatbot support, sentiment analysis, and automated content creation, transforming how hotels connect with guests at every touchpoint.
Future-Proofing Your Marketing Strategy
The next wave of innovation centers on three transformative technologies: AI-powered voice integration enabling sophisticated in-room concierge services, immersive experiences through virtual property tours, and blockchain-based loyalty programs creating seamless reward networks across partners.
The Key to Success: While technology drives efficiency, the winning formula combines cutting-edge automation with authentic human connection. Hotels that master this balance will dominate their markets in 2025 and beyond.
With years of experience in assisting hoteliers manage operations or opening up innovative hotels across the world, Benjamin has been a trusted name in the hospitality industry, and is well known for his knowledge and expertise in European markets.
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HotelMinder is a leading advisory agency for hoteliers to maximize business performance with hands-on advisory & project management services; a free and unbiased hospitality knowledge platform with Tech, Marketing, Revenue and Operational content; and a marketplace for professionals from all over the world to find hospitality specific software and services that best match their vision and requirements.
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Firstly, we assess
We evaluate objective(s), defining opportunities and setting goals.
Then, we plan
We make a plan detailing what should be done to help reach set goals.
Finally, we make it happen
We implement change, as planned, within set timeline and budget.
Firstly, we assess
We evaluate objective(s), defining opportunities and setting goals.
Then, we plan
We make a plan detailing what should be done to help reach set goals.
Finally, we make it happen
We implement change, as planned, within set timeline and budget.