Know Your Guests. Genuinely.
HotPilot builds a rich profile for every guest — their stay history, preferences, purchases, and behaviour — so you can deliver experiences that feel personal, not templated.
The Problem
Every Guest Arrives as a Stranger.
Most hotels treat each booking as an isolated transaction. A guest can stay four times, spend thousands of euros, and share clear signals about what they love — and still receive a generic welcome message on their fifth visit. The preferences live in staff memory, scattered notes, or nowhere at all. Without a structured record of who your guests are, every interaction starts from zero. You can't personalise what you don't remember.
The Solution
A Memory for Every Guest.
HotPilot's Guest CRM automatically builds and enriches a profile for every person who interacts with your property — across bookings, AI Concierge conversations, upsell purchases, and on-property requests. Preferences are detected, purchases are tracked, patterns are surfaced. When that guest returns, your team and your AI already know what they love.
Features
More Than a Database.
A Relationship Engine.
Every Guest, One Complete Profile
From the moment a guest books, HotPilot starts building their profile. Every booking, conversation, request, and purchase is attached to a single record. Across stays, across years, across channels — one complete view of who this guest is and what they value.
Preferences Detected. Not Just Recorded.
HotPilot doesn't wait for guests to fill in a preference form. It analyses booking patterns, concierge conversations, and in-stay requests to surface preferences automatically. A guest who always requests a high floor gets tagged accordingly. A guest who consistently books the sea view room type gets marked as a sea view preference. No manual work required.
Segment Smarter. Market Better.
HotPilot's CRM data feeds directly into your marketing workflows. Build segments based on any combination of guest attributes — stay frequency, lifetime value, preferred room type, booking window, market of origin — and target them with personalised campaigns. The right message to the right guest at the right moment, without building the logic from scratch every time.
Every Guest, One Complete Profile
From the moment a guest books, HotPilot starts building their profile. Every booking, conversation, request, and purchase is attached to a single record. Across stays, across years, across channels — one complete view of who this guest is and what they value.
Preferences Detected. Not Just Recorded.
HotPilot doesn't wait for guests to fill in a preference form. It analyses booking patterns, concierge conversations, and in-stay requests to surface preferences automatically. A guest who always requests a high floor gets tagged accordingly. A guest who consistently books the sea view room type gets marked as a sea view preference. No manual work required.
Segment Smarter. Market Better.
HotPilot's CRM data feeds directly into your marketing workflows. Build segments based on any combination of guest attributes — stay frequency, lifetime value, preferred room type, booking window, market of origin — and target them with personalised campaigns. The right message to the right guest at the right moment, without building the logic from scratch every time.
Impact
Guests Who Feel Known Come Back
guest profile built automatically across all touchpoints
repeat booking rate for guests with personalised communication
higher upsell acceptance for offers matched to guest preferences
manual data entry required to build guest profiles
FAQ
Frequently Asked Questions
Everything you need to know about this feature.
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Profiles are created automatically from the first booking. Every subsequent interaction — AI Concierge conversations, upsell purchases, in-stay requests — enriches the same profile. No manual data entry is required, though your team can always add notes or preferences manually.
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Yes. HotPilot's Guest CRM is built with GDPR compliance as a core requirement. Guest data is stored securely, consent is managed at the point of collection, and guests can request deletion of their data at any time. HotPilot provides the tools to manage subject access requests efficiently.
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Yes. HotPilot can import guest history from your existing PMS during onboarding, so you don't start with an empty database. Historical stays, contact details, and any structured preferences are migrated and merged into HotPilot's guest profiles.
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Guest segments built in the CRM are available directly in HotPilot's campaign tools. You can trigger automated campaigns based on CRM events (upcoming anniversary, first visit, long gap since last stay) or export segments to your external email marketing platform.
Start Building
Real Guest Relationships.
Stop treating every guest like a first-time visitor. HotPilot's Guest CRM gives you the memory, the intelligence, and the tools to make every stay feel like it was designed just for them.