the site's ai answers you
the hotel crm: guest data,
finally at work.
Every stay enriches the profile: history, preferences, spending, channels. The CRM segments on its own and your campaigns go out at the right moment, to the right guest, with an 87% open rate pre-stay.
30 minutes, with your PMS and your real topics. No commitment.
Claire Martin4th stay · direct booking · foodies segment
Thomas Lefèvre2nd stay · via Booking · business segmenthow it works
the life of a data point, from stay to campaign
A good hotel CRM asks nothing of anyone: it watches the stay unfold and makes something of it. Here is the journey of a data point.
They book, stay, order a treatment, write in Italian. They fill in no extra form.
PMS, orders, conversations: the profile builds itself with no re-typing. Sea view, gluten-free, birthday on the 12th, everything files itself away.
They see nothing: the data works backstage, so that the next message truly concerns them.
Spa regulars, summer families, business travellers: segments update continuously, from templates running in 1,300 hotels.
At D-7, they receive the pre-stay email in their language: check-in, spa, upgrade. They are preparing their trip, they open, they say yes.
The workflow went out on its own, multichannel. On pre-stay, the open rate reaches 87%.
They arrive with a treatment booked and an upgrade paid. Their arrival is smoother, their stay more complete.
Every euro generated is attributed to its campaign, in the back office. At MADEHO, €32,000 were captured before arrival.
After departure, the follow-up arrives at the right moment, with the right offer. Not a mass newsletter.
The profile has grown richer, the segments have adjusted. The next campaign will go out better, without anyone spending their day on it.
what it changes.
The same app, read by three different pairs of eyes in your house.
for the general manager
guest data, finally an asset
OTAs build their value on your guests' data. This CRM brings it back home: unified profiles, spending history, revenue attributed campaign by campaign, to the euro. Direct sales are fought with your own weapons, and everything exports whenever you want, to your tools.
- the data stays with you
- revenue attributed to the euro
- direct sales strengthened
+€32k captured before arrival at MADEHO.
goes further with online check-in →for the front desk
the loyal guest, recognised on sight
Sea view, gluten-free, birthday on the 12th: the profile shows next to every conversation and every arrival. The second stay starts where the first one left off, with no feat of memory. Your teams know before the guest repeats it, and the attention becomes systematic.
- preferences visible on arrival
- profile next to every thread
- zero re-typing for the team
At MK2 Hotel Paradiso, satisfaction exceeds 95%.
goes further with the communication hub →for marketing
campaigns that prove their numbers
Dynamic segments, ready-made workflows, multichannel sends: you start from templates already running in 1,300 hotels. Pre-stay opens at 87%, the post-departure follow-up brings the right guests back, and every euro generated is attributed to its campaign in the back office.
- 87% open rate pre-stay
- templates proven in 1,300 hotels
- revenue attributed per campaign
87% open rate on pre-stay at MADEHO.
goes further with online reputation →for groups
several houses, one single crm
The profile follows the guest from one hotel to the next: a regular of your Cannes house is recognised from their first night in Paris. Segments and campaigns are steered at group level, each property keeps its brand, its templates and its figures, and performance compares house by house.
- guest profiles shared across properties
- centralised campaigns, each house its own identity
- performance compared hotel by hotel
At MADEHO, several houses share the same CRM core.
goes further with the groups & collections offer →it plugs into what you already have
PMS, payment, locks, messaging: data flows both ways from day one.
the proof
at MADEHO, pre-stay opens at 87%
Urban houses, short stays: once the guest has arrived, the sales window is almost closed. Everything plays out in the days between booking and arrival.
Automatic pre-stay workflows: online check-in, an upgrade if the higher category is free, breakfast, treatments. Every message goes out while the guest's mind is on the trip.
An 87% open rate on pre-stay emails, and €32,000 of additional revenue captured before the guest even walks through the door.
“Everything is offered between booking and arrival, while the guest is preparing their stay.”
MADEHO · Parisian collection
read the case study →See also: 1926 Le Soleil, €142,278 of in-app upsell · Domaine des Prés Verts, €130,000 in one year with 8 rooms.
the questions
we get asked.
And if yours is not here, ask it in a demo: 30 minutes, with your PMS and your real topics.
request a demo“we already have a CRM.”
Probably, but it does not know what happens during the stay. This one is plugged into the PMS and into real life: nights, orders, conversations and preferences feed the profile with no re-typing, and campaigns trigger on the moments of the trip, D-7, departure day, not on arbitrary dates. It synchronises with what you have: exports, webhooks, CDP. It complements, it does not duplicate.
“our guests already receive too many emails.”
They receive too many useless emails. The pre-stay email is expected: it prepares the trip, it answers questions the guest is already asking, and it opens at 87%. The rule is simple: the right message, at the right moment of the stay, in the guest's language. It is the opposite of mass spam, and it shows in the open rates.
“guest data, with GDPR, is risky.”
The risk is the Excel file doing the rounds. Here the data is hosted in the European Union, encrypted, covered by a GDPR data processing agreement, and your guests' rights, access, erasure, portability, are handled from the back office. It belongs to you: exports and synchronisation at any time. The details are on the security & GDPR page.
“we have nobody to run it.”
That is anticipated. Segments and workflows start from templates already running in 1,300 hotels: welcome, pre-stay D-7 and post-departure follow-up are ready on go-live day. After that, everything goes out on its own and every euro generated reads in the back office. The module needs a decision from time to time, not a full-time position.
how is it different from a generic CRM?
It is plugged into the stay: the profile feeds on the PMS and the orders, and campaigns trigger on the moments of the trip, not on arbitrary dates.
87% open rate, really?
On pre-stay emails, yes: the guest expects these messages, they prepare the trip. It is the most-read moment of the whole relationship.
can we export to our CDP?
Yes: exports, webhooks and continuous synchronisation. Your data remains yours.
do we need to clean our database before starting?
No: profiles consolidate when the PMS connects, duplicates are matched, and the database cleans itself as stays go by. Our team checks the import with you during onboarding.
continue the tour.
The hotel AI that answers guests 24/7 in their language, drafts review replies and reports back: resolution, languages, hours saved.
discover → module Hotel Digital ConciergeThe digital concierge for hotels: every request captured, assigned, followed through to resolution. Providers connected, ancillary revenue tracked.
discover → module Hotel Housekeeping SoftwareHousekeeping software synchronised with the PMS: real-time room statuses, automatic rounds, maintenance reported with one photo.
discover →your guests deserve better.
600+ hotels, 28 countries, 13.5 million guests. A personalised 30-minute demo, focused on your property and your priorities.
No commitment.