For luxury hotels
Hotel guest clienteling turns returning guests into known individuals. Clientele remembers each guest's preferences, celebrations and past stays, and tells your guest relations team every morning who to welcome back, why now and with a personal message ready to send.
Money Feed for Sophie, guest relations
Friday, 4 clients to contact
Richard and Anna Hartley
Platinum client
Dear Mrs Hartley, your anniversary is on the 28th, and we remember how much you both enjoyed the corner suite last year. It is free that weekend. Shall I hold it, with dinner on the terrace as before?
Kenji Watanabe
Gold client
Dear Mr Watanabe, we look forward to your autumn visit each year. Your preferred room on a high floor is available in early November. Would you like me to reserve it for you?
Isabel Moreno
Gold client
David Osei
Silver client
Luxury hotels sell recognition. The guest who is greeted by name, finds the pillows they asked for last time and gets a note for their anniversary comes back and tells friends. The guest who has to repeat their preferences at every arrival books somewhere else next year.
The information exists, scattered across the PMS, a concierge notebook, a spa system and the memory of the guest relations manager. When that manager moves to another property, years of recognition leave with them. And outside the stay itself, most hotels contact past guests only through newsletters and rate offers. Hotel guest clienteling fills that gap: a known person reaching out to a known guest at the moment that matters to them.
What lands in the Money Feed
Each morning guest relations gets a short ranked list, with the reason, the value of a likely stay and a drafted message.
Wedding anniversaries, honeymoons and milestone birthdays saved on the profile appear early enough to plan a stay and an arrival they will remember.
A guest who comes every autumn and has not booked yet is raised before they decide elsewhere, with their preferred room in the message.
A personal note the day after departure, from the person who looked after them, is the start of the next booking.
A new chef's table, a wine weekend or a spa programme is offered to guests whose history and interests fit, not to the whole list.
A short birthday greeting, sometimes with an invitation, keeps the relationship personal between stays.
A guest who asked for a specific suite or a sold out weekend is told personally when it opens up.
Every guest has one profile, readable on a phone at the front desk or in the back office.
The VIP score from 0 to 100 combines lifetime value, recency, frequency and average spend, so the general manager can see which guests deserve personal attention before arrival. More on customer profile retail and hospitality teams share.
Anna Hartley
Platinum client, advisor Sophie
90
VIP score
Preferences
Important dates
Consent
Note. Champagne on arrival, never chocolate. Late check out appreciated.
Next best action. Offer the corner suite for the anniversary weekend
Every card comes with a drafted message in the staff member's voice and the hotel's tone, warm or formal as you set it. It names the occasion, the room or table the guest likes and an easy next step. Staff read, edit and send it on WhatsApp, SMS or email, only where the guest has consent for that channel and only between 8:00 and 20:00 in the guest's time zone.
On paid plans the drafts are written by AI clienteling within the monthly allowance of the plan. Guests reply to a person, and the conversation stays on the profile for the colleague on the next shift.
From the Brand plan, a stay or spend recorded after a message within the attribution window is credited to the staff member who sent it. You see revenue influenced per person and per reason.
Clientele is clienteling software born in luxury retail, where boutique advisors and hotel guest relations share the same craft. Hotels with boutiques on site can run both from one account, see the luxury retail CRM page.
Boutique costs $99 a month billed yearly for one property and up to 3 staff. Brand costs $299 a month billed yearly for up to 3 properties and 15 staff. Flagship costs $999 a month billed yearly for up to 15 properties. See every limit on the pricing page.
FAQ
Hotel guest clienteling is the practice of treating returning and high value guests as known individuals: remembering their preferences and celebrations, and contacting them personally at the right moment. Clientele gives your guest relations team a daily list of guests to contact, the reason and a message ready to send.
No. Reservations, rooms, rates and folios stay in your PMS. Clientele holds the relationship side: guest profiles with preferences and dates, consent per channel, conversations on WhatsApp, SMS and email, and the daily list of who to contact.
Export guests and stays from your PMS as CSV on every plan; each stay becomes a purchase with its date and amount. From the Brand plan, connectors and webhooks bring new stays in without a manual export.
Yes. Any spend you import as a purchase becomes part of the guest history and the VIP score, so a guest who dines often but stays rarely is still recognised.
No. Consent is recorded per channel with its date and source. A message is sent only on a channel where the guest has consent on file, only between 8:00 and 20:00 in the guest's time zone, and always by a person.
One property with up to 3 guest relations staff fits Boutique at $99 a month billed yearly. Up to 3 properties and 15 staff fit Brand at $299 a month billed yearly. Flagship covers up to 15 properties and 50 staff for $999 a month billed yearly.
Upload a guest list or use our sample property. The demo shows the first five guests to contact, the reason, the value and a message written for each one.
Plans from $99 a month billed yearly. Subscriptions only, cancel at the end of any period.