HospitalityThe commercial CRM for hotels, resorts and tour operators: one guest profile, groups, events and demand on both axes
A PMS knows which room is occupied. It does not know that yesterday’s OTA guest is the same person who booked through an agency two years ago, that the conference block is behind on pickup, that the wedding proposal expired in another currency, or that a paid channel is advertising below your direct rate. SellioCRM Hospitality handles that other half: a single guest profile, front desk and bookings with deadlines, groups and events with a frozen banquet event order, three-tier quotes, channel commission and parity, tours, tickets and itineraries, service recovery and reputation, and pace and pickup on both axes, on one screen, from the front-desk queue to the AI briefing.
One guest, one profile, every channel
The same person is recognized across website, agency and OTA bookings. A masked relay email is treated for what it is, profile merges are reversible, and allergies and preferences travel with the booking and are confirmed per department.
Tentative bookings always have a deadline
A tentative booking consumes real inventory, so it requires a deadline. Once it passes, the hold expires on its own and the date comes back. Challenging a hold can only shorten it, never extend it, and the waitlist is promoted in order when space opens.
Policy and exchange rate frozen at the right moment
Deposit, cancellation and no-show terms are frozen on the booking with the values in force at booking time. A quote freezes its exchange rate when issued. Publishing a new rule later never reaches what was already agreed.
Demand read on both axes
Every booking has two dates: when it was made and when the guest stays. Pace compares to last year at the same lead time and on a comparable weekday, and a cancellation weighs on its own date, never improving yesterday’s pickup.
Everything inside
Real product modules, ready on day one. No empty promise: every item below exists and operates today.
Front desk and bookings
One queue with what needs action now, and bookings that respect deadlines, policies and inventory.
- Front-desk queue ordered by the cost of delay: open case for an in-house guest, hold about to expire, departure, arrival, in-house guest
- Tentative booking with a mandatory deadline, promotion to definite and confirmed, a challenge that only shortens, waitlist and cancellation
- Two simultaneous requests for the last unit: only one gets through, with a database lock
- Deposit, cancellation and no-show policies in versions, frozen on the booking, with simulations over the frozen values
- Stay state as a gate: booked, pre-arrival, in-house, checked out
- Properties with a time zone validated at setup: it governs deadlines and room nights, per property
- Declared mixed inventory: owned units bookable here, PMS or channel-mirrored units shown with the age of the data and never allocated by the CRM
Guest 360, preferences and loyalty
The profile a PMS does not build: the person behind every booking, what they are worth and what they prefer.
- Single guest profile with normalized identifiers and OTA masked emails flagged as such
- Reversible profile merges
- Allergies and preferences propagated to the booking in the same transaction, with confirmation per department
- Explainable RFM and propensities, with the breakdown of every number and the source of the monetary value declared
- Loyalty as a bridge to the platform’s points program: the member is the profile’s contact
- Public inquiry capture with a uniform response that never reveals whether the person already existed
- Guest portal by magic link sent to the firm email: bookings and acceptance of a quote option; masked emails can never sign in
Groups, events and venues
Blocks with cutoff dates, events with revenue lines and a banquet event order that does not change once published.
- Group blocks with cutoff date, real pickup and an attrition floor with a calculation trail
- Property events with allowed transitions and revenue broken down by line
- BEO (banquet event order) frozen on publish
- Actualization: contracted × actual × guarantee, with the event’s real margin
- Venue calendar at hour grain, counting setup and teardown in the window that competes for the room
- Hybrid registration: a cap on in-person, no wall online
- Restaurant and tables over the same inventory and calendar, with no separate module
Quotes, payment and guest messaging
A three-tier proposal the guest accepts in the portal, with a frozen exchange rate and charges within approval limits.
- Good-better-best quotes with the exchange rate frozen at issue and a PDF
- Option acceptance by the guest in the portal, no password
- Tokenized payment as a delegated action, with approval thresholds
- Guest messaging gate: an OTA masked channel only carries transactional messages; promotional never gets through
- Communication in the guest’s language through the platform’s email and campaign tools
Channels, agencies and corporate accounts
What each channel nets you, commission as a ledger that only receives entries, and the lever that brings guests direct.
- Trade accounts (agencies, OTAs, operators) and travel parties over the company record you already have
- Agency and OTA commission in an append-only ledger: a reversal is a new entry, and different currencies are never added together
- Parity: each channel’s advertised price against the direct rate, and attribution of what each channel nets
- OTA-to-direct: paid-channel guests worth a direct offer, without turning into spam
- Corporate accounts with negotiated rates, with no argument at billing time
Tours, itineraries, tickets, clubs and tables
The experiences operation, from the departure manifest to the park turnstile, with waivers taken seriously.
- Tour departures with finite seats, an economic floor, a manifest with an operating verdict and per-passenger boarding
- Published waivers are immutable: whoever has not signed does not board, and republishing invalidates the old signature
- Guides scheduled on the platform’s field calendar, with conflict detection
- Multi-day itineraries with vendors and the package margin computed without adding different currencies
- Signed tickets with QR and offline validation at the gate; who holds a ticket and how many have entered, per event
- Clubs and parks: the turnstile decides in milliseconds on explicit rules; billing reuses the platform’s subscriptions
- Restaurant tables as inventory units, with a lock that keeps two parties off the same table
Service recovery and reputation
Fix it before check-out, compensate through the ledger, and ask for a review only when it makes sense.
- Service recovery cases prioritized to be resolved before check-out
- Compensation posted through the ledger, never by editing an amount
- NPS with promoters, passives and detractors and an aggregate score
- Review requests blocked while there is an open case, negative feedback or a stay not yet checked out
Pace, pickup, alerts and AI briefing
How demand builds and the moments to decide, with an AI that only reads aggregates.
- Pace and pickup on both axes, rebuilt from the booking ledger, with no snapshot table
- Comparison to last year at the same lead time and on a comparable date
- Alerts at decision checkpoints (60, 30, 14 and 7 days) deduplicated per day, never repeating every cycle
- AI briefing on guest experience and revenue, built only over aggregates
- Read-only PMS sync through a neutral adapter, idempotent by hash: the same data twice never duplicates
Governance built in
Industry rules enforced in the engine, not in a slide deck.
Not a PMS, and it says so
The CRM never issues a guest folio, never runs the night audit and is never the accounting authority over a room. A mirrored unit arrives stamped with source and as-of date and is never allocated here: confirmation belongs to the source.
Money and rules that survive an audit
Percentages in integer basis points and amounts in integer cents, no floating point. Policy frozen on the booking, exchange rate frozen on the quote, BEO frozen on publish, commission and compensation as entries that are never erased.
Guest privacy and PCI
An allergy is health data: the grain guard refuses to build an AI prompt with person-level data. Data subject deletion and export have a declared plan, a waiver signature is de-identified rather than deleted, and a card number in a free-text field is caught by Luhn and rejected.
True multi-property and multi-tenancy
A global guest profile across the properties of the same organization, each with its own time zone. Row-level security on every table of the vertical, per-organization activation, and disabling never deletes: your data stays intact.
Plus the whole SellioCRM
The vertical adds to the complete platform, in the same system and with no extra subscriptions.
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