Hospitality CRM Platform
Resort CRM
One platform for the resort guest relationship: CRM, in-house call center, AI Voice concierge, multi-property loyalty, amenity package automation, unified inbox, and revenue attribution. Native integration with your Property Management System to gain instant access to your data. Built to scale across single resorts and multi-property groups with consistent guest treatment regardless of which property guests visit.
Built for resort operators
SendSquared scales across single resorts and multi-property groups with one cross-property guest profile. AI Voice handles concierge requests and amenity bookings with PMS context. Lifetime value aggregates across every property in the group so a top-decile guest at one resort gets VIP treatment at the next. Pre-arrival upsell automation surfaces spa, dining, golf, and activity packages personalized to past amenity engagement. Direct-booking workflows turn one-property guests into cross-property repeat travelers.
Resorts straddle two worlds — hotel-grade reservations operations and vacation-rental-grade guest depth. Because SendSquared serves all three industries, resort operators get the call-center rigor and group-booking pipelines built for hotels alongside the multi-week-stay personalization, owner-relationship discipline, and homeowner-acquisition workflows built for vacation rental management companies.
PMS-Connected Guest Profiles Across Properties
Resort guest profiles sync from your PMS with full reservation history, room or villa preferences, amenity engagement, folio activity, and source of booking. For multi-property resort groups, profiles aggregate across every property. A guest who stayed at one resort and is calling about a different one shows up with their full cross-property history visible to your team.
Real-Time Sync
Native integration with RDP, Visual One, StayNTouch, Cloudbeds, Versa.
Cross-Property Profiles
Guest history aggregates across every property in the group.
Amenity History
Spa, dining, golf, and activity bookings tracked per guest.
Source Attribution
Booking source tracked from OTA, direct, group, and corporate.
AI Voice for Concierge and Reservations
Resort calls span reservation inquiries, concierge requests, amenity bookings, and routine guest questions. AI Voice handles the volume autonomously — answering in under a second, pulling guest history from the PMS, quoting accurate package pricing, and writing confirmed bookings back. Concierge calls warm-transfer to live concierge staff with full guest context attached including amenity preferences and stay patterns.
24/7 Coverage
65-75% autonomous resolution, sub-1-second response, 100% answer rate.
Package Pricing
Quotes accurate amenity package pricing with all fees.
Books Into PMS
Writes confirmed reservations and amenity bookings back to PMS.
Concierge Handoff
Warm-transfers to live concierge with guest context attached.
Multi-Property Loyalty and Lifetime Value
Resort guests rarely stay at just one property. SendSquared aggregates lifetime value across every property in your group, surfaces top-decile guests for VIP treatment, and triggers loyalty workflows based on total cross-property revenue. Repeat guests get recognized regardless of which property they visit. Cross-property promotions reach the right segment with the right offer at the right time.
Cross-Property LTV
Lifetime value aggregates across every property in the group.
VIP Identification
Top-decile guests tagged for consistent VIP treatment.
Loyalty Workflows
Repeat-stay workflows trigger from cross-property activity.
Cross-Promotion
Promote sister properties to existing guests with stay history.
Amenity Package Automation and Pre-Arrival Upsell
Pre-arrival emails promote spa, dining, golf, activity packages, and amenity bookings personalized to the guest's stay history and segment. Pre-arrival upsell typically generates significant ancillary revenue per stay. Post-stay surveys capture which amenities the guest engaged with so future pre-arrival workflows are increasingly personalized over time.
Pre-Arrival Workflows
Promote amenity packages 7 days before arrival.
History-Personalized
Recommendations based on past amenity engagement.
Smart Send AI
Optimal delivery timing per contact for higher engagement.
Survey Feedback
Post-stay amenity feedback informs future personalization.
Unified Inbox for Every Guest Channel
Email, SMS, WhatsApp, voice, and web chat all feed into one inbox tied to the PMS reservation. Reservations, concierge, marketing, and front desk teams all see the same conversation history. The guest gets continuity across channels regardless of which team responds.
All Channels
Email, SMS, WhatsApp, voice, and web chat in one workspace.
Team Routing
Route conversations by team, priority, or amenity expertise.
Reservation-Linked
Every conversation tied to the corresponding PMS reservation.
Cross-Property History
Full conversation history across every property in the group.
Lead Management for Group, Wedding, and Event Bookings
Resorts handle high-value lead types — wedding inquiries, corporate retreats, group blocks, destination events. Each lead type can have its own pipeline with custom stages, assigned coordinator, and automated follow-up cadence. Lost-reason tracking surfaces which objections come up most often. Conversion-rate reporting shows which lead sources actually book.
Custom Pipelines
Separate pipelines per lead type with custom stages.
Coordinator Assignment
Auto-assign leads by type and territory.
Automated Follow-Up
Email and SMS cadences fire automatically per stage.
Lost-Reason Tracking
Categorize lost leads to identify objection patterns.
Convert OTA Guests Into Direct Repeat Bookers
A resort guest booked through Booking.com or Expedia arrives as the OTA's customer — you have the reservation but not the relationship. SendSquared captures their direct contact during the stay through WiFi sign-in, in-stay SMS, digital guidebook registration, and amenity bookings, then builds a guest profile your team owns. Post-stay automations re-engage them through your channels with amenity package offers, anniversary bookings, and personalized re-engagement based on which amenities they actually used. Multi-property resort groups compound the effect — a guest who stayed at one property gets surfaced to direct booking flows for every property in the portfolio.
On-Stay Capture
WiFi, SMS, guidebook, and amenity-booking flows turn OTA guests into owned profiles.
Post-Stay Re-engagement
Automated email and SMS sequences fire from PMS check-out events.
Cross-Property Promotion
Guest stays at one property unlock direct-booking offers for the entire portfolio.
Amenity-Based Personalization
Re-engagement offers tuned to spa, dining, golf, or activities the guest engaged with.
Revenue Attribution and Multi-Property Reporting
See which campaigns, channels, and touchpoints drive bookings across every property in your group. Email campaigns attributed to bookings. AI Voice calls attributed to reservations. Lead pipelines attributed to revenue. Roll-up reporting at the group level plus drill-down per property. Marketing teams finally have proof of ROI per channel.
Campaign Attribution
Every booking attributed back to driving campaign and channel.
Group + Property Roll-Up
See group totals or drill into per-property performance.
Marketing ROI
Channel-level revenue attribution informs investment decisions.
Real-Time Dashboards
Live performance dashboards across every property.
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 Cendyn or Amadeus?
SendSquared is a unified hospitality CRM with native AI Voice, multi-channel inbox, and 13+ PMS integrations. Cendyn requires a third-party voice AI partnership (PolyAI) and is hotel-only. Amadeus works best inside the Amadeus ecosystem. SendSquared is vendor-agnostic and supports vacation rental, hotel, and resort operators on the same platform.
Which resort PMS systems does SendSquared integrate with?
Native real-time integrations with RDP, Visual One, StayNTouch, Cloudbeds, Versa, and additional resort and hotel PMS systems on request. SendSquared also integrates with vacation rental PMS systems for resorts operating mixed inventory (resort residences, condos, villas, and rooms).
Can SendSquared handle multi-property loyalty across a resort group?
Yes. Lifetime value tracking aggregates across all properties in a resort group. Loyalty workflows segment by total cross-property revenue, repeat-stay frequency, and amenity engagement. VIP guests get tagged across the entire portfolio for consistent treatment regardless of which property they visit.
Does the platform handle amenity packages, spa, dining, and activities?
Yes. Pre-arrival upsell automation promotes spa, dining, golf, activity packages, and amenity bookings. Post-stay surveys capture amenity satisfaction. Lead management workflows handle group inquiries, weddings, and event bookings with custom stages per inquiry type.
Will this work for a single resort property or only resort groups?
Both. SendSquared serves single-property resorts, multi-property resort groups, and hotel companies that include resort residences. Implementation typically runs 30-90 days regardless of property count.
How does AI Voice handle resort concierge and reservation calls?
AI Voice answers in under one second, identifies the caller from their phone number, pulls reservation history including amenity preferences from the PMS, can quote accurate package pricing, and can write confirmed bookings back to the PMS. Concierge requests warm-transfer to live concierge staff with full guest context attached.
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See SendSquared work for resorts
Book a demo and we will walk through the platform with your PMS, your concierge flow, and your marketing operations.
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