Know every guest across your rooms, restaurants, and Wi-Fi
A cloud hospitality CRM built for hotels, resorts, villa managers, beach clubs, and restaurant groups.
Brings room stays, restaurant bills, table bookings, and guest Wi-Fi sign-ins together into one clear profile for every guest, so you can bring guests back directly without paying OTA commissions twice.
One Golden Profile for every guest
In most properties, guest information is scattered across four different places: the front desk holds the room booking, the restaurant till holds the dinner bill, the reservation book holds dietary notes, and the Wi-Fi portal holds an email address. Nobody sees the full picture.
RM-CRM automatically combines those records into one clean Golden Guest Profile. When a guest stays in a room, books a table, orders at the bar, or connects to your Wi-Fi, their history and preferences sit in one timeline that your reception and restaurant teams can actually use.
- One record per guest
- Automatically matches emails, phone numbers, and stay records across your front desk, POS, table bookings, and Wi-Fi
- Full stay and dining history
- Shows total spend across rooms, restaurants, bars, and spa visits in one place
- Remembers guest preferences
- Keeps food allergies, favourite tables, room requests, and special dates visible to your team
- Works across multiple venues
- Recognises returning guests across all of your hotels, villas, restaurants, and beach clubs
Turn one-time OTA guests into direct repeat bookings
Online Travel Agencies (OTAs) such as Booking.com and Expedia hide the guest's real email address behind temporary proxy addresses, making it hard to invite them back directly after they check out.
When an OTA guest connects to your restaurant, bar, or poolside Wi-Fi via RM-WiFi, or books a dinner table through RM-Tables, RM-CRM matches their personal email and WhatsApp number to their stay. With their permission, you can invite them to book direct with you next year and save the 15% to 25% OTA commission.
- Uncovers real contact details
- Links verified emails and phone numbers from your Wi-Fi and restaurant bookings to the guest's stay
- Brings guests back direct
- Send tailored return-stay offers to past guests so their next holiday is booked on your own website
- Recovers abandoned direct bookings
- Automatically follows up when a guest starts a booking on your website or table widget but leaves before completing it
- Respects guest consent
- Tracks marketing opt-ins clearly so you only message guests who have chosen to hear from you
Smart guest groups: VIPs, local regulars, and holidaymakers
A promotion that works for a local resident looking for a midweek lunch makes no sense to an overseas family who visits once a year.
RM-CRM automatically organises your guest list by how recently they visited, how often they come, and how much they spend, and separates local diners from international travellers.
- Separates locals from tourists
- Send weekday dining specials and event invites to local residents, and seasonal room offers to overseas guests
- Highlights VIPs automatically
- Flags high-spending and frequent guests as soon as they book a room or a dinner table
- Wins back quiet regulars
- Spots regular diners who have not visited for a few months so you can invite them back
- Speaks the guest's language
- Automatically translates marketing emails and WhatsApp messages into the guest's preferred language
Automated WhatsApp and email messages before and after the stay
Keep guests looked after without creating extra typing for your reception desk. RM-CRM sends helpful, timely messages via WhatsApp and email at the moments that matter.
- Pre-arrival offers and check-in
- Send a WhatsApp message two days before arrival to confirm flight times, offer airport transfers, or suggest a first-night dinner booking
- Day-of-arrival directions
- Send location pins, check-in instructions, or villa gate codes automatically on the morning of arrival
- Thank-you and repeat booking
- Send a warm thank-you message after departure with a direct booking link for their next visit
The 05:00 AM Daily Manager's Digest
Every morning at 05:00 AM, RM-CRM sends a short, clear briefing email to the General Manager, Front Office Manager, and Head Chef before the morning shift starts.
- Arriving VIPs and repeat guests
- Lists returning guests and high-value bookings checking in that day
- Regular diners booked for tonight
- Shows loyal restaurant regulars who hold lunch or dinner reservations
- Allergy and medical alerts
- Flags severe food allergies and special room needs across everyone arriving or dining that day
- Birthdays and anniversaries
- Highlights guest celebrations so your team can prepare a welcome note or table treat
Honest public reviews with zero review gating
Some review tools ask guests to rate their stay privately first, and only show the Google or TripAdvisor link to people who give five stars. Google and TripAdvisor explicitly forbid this ("review gating") and penalise businesses that do it.
RM-CRM never gates reviews. Every guest who is asked for feedback receives a direct link to Google and TripAdvisor. If a guest also leaves an unhappy comment or low score, RM-CRM sends an immediate alert to the General Manager so you can fix the problem personally before the guest even reaches the airport.
- 100% compliant with Google and TripAdvisor
- Every guest gets the public review link, protecting your listings from penalties
- Instant manager alert on low scores
- Notifies management immediately when a guest is unhappy so you can step in and make it right
Villa Owner Portal with private guest details
If you manage villas or holiday homes for individual property owners, those owners want to see when their villa is booked and manage their own stay dates in real time — but privacy laws do not allow you to hand over every guest's personal email and passport details.
RM-CRM includes a dedicated Villa Owner Portal where landlords can check live occupancy calendars and reserve owner-block dates at any time, while guest names and contact details stay hidden.
- Live owner occupancy calendars
- Villa owners see every confirmed booking and owner-use block without chasing your office
- Guest contact details kept private
- Hides guest names, phone numbers, and emails automatically to protect guest privacy and your direct relationship
Pricing and usage-based messaging add-ons
Core guest profiles and the morning manager's briefing are included at $0 with every other Resort Manager product, and you only pay for high-volume email or WhatsApp messaging when you actually send it. See our full pricing page for details.
- RM-CRM Basic ($0 bundled with every Resort Manager product)
- Included free with Resort Manager Flex (Lobby, Venue, Estate, and Estate Pro), Standalone POS, RM-WiFi, and RM-Tables. Includes Golden Guest Profiles, preset guest segments, single-step welcome and review emails (with 500 campaign emails/month included), and the 05:00 AM Daily Manager's Digest
- RM-CRM Advanced ($99/month for 1–3 venues | $149/month for 4–10 venues | $249/month for 11+ venues)
- Includes 5,000 campaign emails/month (1–3 venues), 10,000 campaign emails/month (4–10 venues), or 25,000 campaign emails/month (11+ venues), and unlocks automated multi-step WhatsApp and email journeys, smart guest segmentation (locals vs tourists, VIPs), broadcast campaign studio with automatic translation, voucher ROI tracking, shared two-way team inbox, Villa Owner Portal, and external connectors (Mailchimp, Klaviyo, Omnisend, Zapier). Save 2 months free on annual billing ($990/yr, $1,490/yr, or $2,490/yr)
- Add-on: Prepaid Direct Email Packs (1,000 = $2.50 | 10,000 = $23.00 | 25,000 = $50.00 | 50,000 = $85.00)
- Every Basic property includes 500 campaign emails/month and Advanced includes 5,000 to 25,000 campaign emails/month; additional broadcast emails use prepaid non-expiring email packs purchased for RM-CRM (or send via your own mail server)
- Add-on: WhatsApp Messaging (Billed monthly in arrears on actual usage)
- Pre-arrival, in-stay, and marketing WhatsApp messages are billed at the end of each month based on the exact number of messages sent
- Unlimited guest profiles and staff logins
- Never pay extra as your guest list grows or when you add more staff accounts
Clear subscription plans, or a tailored quote for your property.
See our published monthly rates for RM-WiFi, RM-Tables, RM-CRM, RM-Desk and Resort Manager Flex on our Pricing page, or tell us how many rooms and outlets you run and which add-on modules you need for a tailored proposal.