Hospitality CRM Platform
Hotel CRM
One platform for the hotel guest relationship: CRM, AI Voice, unified inbox, email and SMS marketing, lead management, and revenue attribution. Native PMS integration with Cloudbeds, RoomKeyPMS, StayNTouch, Versa, and Visual One. Replace four to six point tools with one workflow your front desk, reservations team, and marketing team all live in.
Built for hotel operators
SendSquared puts the front desk, reservations, marketing, and revenue teams in one platform tied to your PMS. AI Voice answers reservation calls in under a second with live availability and accurate pricing. The unified inbox threads SMS, email, WhatsApp, and voice against every guest record. PMS-powered email and SMS marketing fires from real check-in events instead of CSV uploads. Direct-booking workflows capture OTA guests on-property so the next stay comes to you.
Because we also serve resort operators and high-end vacation rental management companies, hotel teams on SendSquared inherit the bespoke-per-unit hospitality those segments are built around. VR property managers treat every unit as its own entity — its own photos, amenities, quirks, and guest preferences. That same discipline applied to your suite types, brand tiers, and signature rooms means a guest who loved a corner suite gets that exact unit's details on every pre-arrival, the front desk sees the unit-level stay history, and your marketing can promote individual room types instead of generic "come back" emails.
PMS-Connected Guest Profiles
Guest profiles sync automatically from your hotel PMS. Every reservation carries the room type, rate plan, folio activity, stay history, and source of booking. When a guest calls the front desk, books a return stay, or asks a question via email, your team sees the full relationship without flipping between systems.
Real-Time Sync
Native integration with Cloudbeds, RoomKeyPMS, StayNTouch, Versa, Visual One, and RDP.
Reservation History
Full stay history with room type, rate plan, folio totals, and source.
Source Attribution
Booking source tracked from OTA, direct, GDS, group, and corporate.
Confirmation Lookup
Search by confirmation number, name, email, or phone in milliseconds.
AI Voice for the Front Desk and Reservations
When a guest calls, AI Voice answers in under a second and identifies the caller against your CRM by phone number. It pulls live availability, rate plans, and folio history from your PMS, quotes accurate pricing including taxes and fees in natural conversation, and writes confirmed bookings back to the PMS. After-hours, weekends, and peak-volume moments are covered without staffing — the call that would have gone to voicemail or a busy signal becomes a confirmed reservation. When a request needs human judgment, the call warm-transfers to your team with the full conversation, identified guest profile, and PMS context already attached so the agent picks up where the AI left off.
Sub-1s Response
65-75% autonomous resolution, sub-1-second response, 100% answer rate.
Live PMS Pricing
Quotes accurate room rates with taxes, fees, and rate plan logic.
Books Into PMS
Writes confirmed reservations back to the PMS in real time.
Warm Escalation
Transfers to live agents with full conversation context attached.
Unified Inbox for Every Guest Channel
Email, SMS, WhatsApp, voice, and web chat all feed into one inbox tied to the PMS reservation. The front desk sees what reservations sent. Reservations sees what marketing sent. The guest gets continuity across channels — no repeating themselves, no lost context. Replaces the patchwork of email tool plus SMS tool plus messaging tool plus phone system that most hotels run.
All Channels
Email, SMS, WhatsApp, voice, and web chat in one workspace.
Agent Assignment
Route conversations by team, priority, and skill.
Reservation-Linked
Every conversation tied to the corresponding PMS reservation.
Full History
Complete cross-channel conversation history per guest.
PMS-Powered Email and SMS Marketing
Segment guests by check-in date, room type, rate plan, length of stay, lifetime value, source of booking, and 40+ other PMS conditions. Pre-arrival emails fire seven days out. Post-stay surveys fire 24 hours after checkout. Win-back campaigns fire at 12 months of inactivity. Smart Send AI optimizes delivery timing for each contact. Revenue attribution connects every campaign back to actual bookings recorded in the PMS.
40+ PMS Conditions
Segment by check-in date, room type, rate plan, LTV, source, more.
Reservation Triggers
Fire workflows from new bookings, check-ins, checkouts, no-shows.
Smart Send AI
Per-contact optimal delivery timing for higher open and click rates.
Revenue Attribution
Every booking attributed back to the campaigns that drove it.
Lead Management for Group and Direct Booking Inquiries
Group block requests, corporate bookings, wedding inquiries, and direct booking leads all flow into one pipeline. Custom stages, agent assignment, automated follow-up cadences, and lost-reason tracking. SMS and email follow-ups fire automatically based on stage. Conversion-rate reporting shows where leads are going cold and which sources convert best.
Pipeline Kanban
Custom lead stages with drag-and-drop and bulk operations.
Multi-Channel Capture
Web forms, calls, chat, OTA inquiries, and walk-ins all captured.
Automated Follow-Up
Email and SMS cadences fire automatically per lead stage.
Lost-Reason Tracking
Categorize lost leads to identify objection patterns.
Convert OTA Guests Into Direct Repeat Bookers
Every guest who books through Booking.com or Expedia arrives as the OTA's customer — you don't own the email, the phone, or the relationship. SendSquared captures their direct contact during the stay through WiFi sign-in, in-stay SMS conversations, digital guidebook registration, and on-property requests, then builds a full guest profile your team owns. Post-stay automations re-engage them on your channels — birthday offers, anniversary bookings, lapsed-guest win-backs, and stay-history personalization — so the next time they travel they search you directly. Properties running these workflows consistently lift direct-booking share 5-15 points over 12-18 months.
On-Stay Capture
WiFi captive portal, SMS, and guidebook flows turn anonymous OTA guests into owned profiles.
Post-Stay Re-engagement
Automated email and SMS sequences fire from PMS check-out events, not manual list pulls.
Stay-History Personalization
Offers and timing tuned to the guest's actual past stays, room type, and party size.
Lapsed-Guest Win-Backs
Reservation-data-driven win-back cadence triggers automatically at the right inactivity window.
Lifetime Value Tracking and Repeat Guest Workflows
Lifetime value calculated automatically across stays, properties, and channels. Surface the top 10% of guests by LTV and route them to VIP workflows. Identify lapsed high-value guests and trigger personalized re-engagement. For hotel groups, track LTV across multiple properties under one corporate brand. The 20% of guests who return for second and third stays drive a disproportionate share of revenue — SendSquared makes them visible and actionable.
Cross-Property LTV
LTV aggregates across multiple properties for hotel groups.
VIP Identification
Top decile guests automatically tagged for VIP treatment.
Repeat-Stay Workflows
Personalized workflows for repeat guests vs first-timers.
Win-Back Triggers
Lapsed high-LTV guests trigger personalized re-engagement.
Call Tracking and Revenue Attribution
Track every inbound call from source to booking. Dynamic number insertion attributes calls to specific marketing campaigns. Call recordings, transcriptions, and agent notes log automatically. Calls connect to the corresponding reservation in the PMS so you can see which marketing channels drive call volume that converts to revenue. No CallRail subscription needed — call tracking is included natively.
Dynamic Number Insertion
Source-attributed phone numbers per campaign.
Call Recording
Full call recordings with searchable transcriptions.
Revenue Attribution
Calls connected to bookings for true source attribution.
Native Integration
No third-party call tracking subscription required.
Testimonials
What Our Clients Say
“SendSquared is a game-changer for our resort operation. Its ability to integrate with our reservation software, providing real-time reservation information during phone calls, allows us the opportunity to build off of the rapport we've already created with our repeat guests. We're answering phone calls asking our guests how their kid's baseball season went, instead of asking for their names.”
Tim Oxborough
Reservation Manager, Sugar Lake Lodge
“I can definitely attribute a good number of reservations to SendSquared. Between the easy follow-up communication within the system and the CRM pulling up information as a call comes in, our reservations team is being more intentional on their calls, resulting in better conversions.”
Brock Reich
Chief Operating Officer, Orlando Resorts Rental
“My experience with SendSquared has been eye opening. To be honest I didn't think something this good existed. Having all emails, texts, calls, web chat and marketing in one place has given my company and team a huge advantage. SendSquared has saved us both time and money which are very important factors to my small business of 50 luxury homes. The company is amazing to work with and extremely helpful whenever it was needed.”
Jessica Goree
Chief Operations Officer, Beach Reunion
“We manage over 300 properties and SendSquared has been instrumental in streamlining operations. Consolidating all communications into one platform while maintaining personalized guest experiences has been transformative for our team.”
Shawn Montgomery
Director of IT, Collins Vacation Rentals
“SendSquared is an indispensable tool for us! One of their significant standout attributes is its ability to centralize communication channels, offering a one-stop solution for managing various modes of interaction. This consolidation streamlines our workflows, enhancing our efficiency and productivity. What's better is their customer support elevates the user experience. Their responsive team is always ready to assist, going above and beyond to ensure seamless integration and utilization.”
Fred Cercena
CEO & Founder, GetAway Vacations
Frequently Asked Questions
How is this different from Revinate or Cendyn?
SendSquared is a single unified platform: CRM, email, SMS, WhatsApp, AI Voice, unified inbox, lead management, and automation. Revinate sells multiple separate products. Cendyn requires a third-party partner (PolyAI) for voice AI. SendSquared includes everything natively with one CRM and one inbox.
Which hotel PMS systems does SendSquared integrate with?
Native real-time integrations with Cloudbeds, RoomKeyPMS, StayNTouch, Visual One, Versa, RDP, and additional hotel PMS systems on request.
Does the platform handle group bookings and call center workflows?
Yes. Lead management with kanban pipelines, call tracking with PMS context on every call, AI Voice agents for inbound reservation inquiries, and a unified inbox covering email, SMS, WhatsApp, and voice in one workspace.
Will this work for boutique hotels and small hotel groups?
Yes. SendSquared serves independent hotels, boutique properties, hotel groups, and resorts. Implementation typically runs 30-90 days regardless of property count.
How does AI Voice handle hotel reservation calls?
AI Voice answers in under one second, identifies the caller from their phone number, pulls reservation history from the PMS, quotes accurate pricing including all fees, and can write confirmed bookings back to the PMS. Calls that need human attention warm-transfer to the front desk with full context.
Can SendSquared replace our existing email marketing tool?
Yes. SendSquared email marketing is PMS-powered with reservation-based segmentation, automated workflows triggered by check-in events, Smart Send AI timing, multi-brand support, and revenue attribution. Most hotels replace their standalone email tool plus their SMS tool plus their survey tool with one SendSquared deployment.
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See SendSquared work for hotels
Book a demo and we will walk through the platform with your PMS, your reservation flow, and your marketing operations.
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