Hotel CRM

A hotel CRM (Customer Relationship Management) system is the database where the hotel stores everything they know about you across all your stays. Major luxury chains use platforms like Salesforce, Cendyn, Revinate, or built-in CRM modules from Opera (Oracle) or Mews. The CRM tracks not just your stays but spa visits, restaurant meals, room service orders, complaints and how they were resolved, your loyalty tier, and survey responses. The bigger the chain, the more they know, Marriott Bonvoy, Hilton Honors, and World of Hyatt all share data across thousands of properties globally. Under GDPR (Europe) and similar laws, you can request a copy of all your CRM data, or ask for it to be deleted.