Offered at the right moment
14 days out by email, 3 days out on WhatsApp, and again in-stay for what is still unsold.
WhizzCRM
Know every guest, personally
One guest record built from every booking, direct or OTA. Lifecycle messaging over WhatsApp, email, SMS and iMessage. Upselling around the stay, on the rules you set.
Karim Mawani
London, United Kingdom · guest since 2021
Gold memberDirect bookerSpa and diningEarns outside the roomAcquired: Google Hotel Ads
- stays
- 9stays
- lifetime value
- $14,280lifetime value
- properties
- 4properties
Preferences on file
- Bed
- King, extra pillows
- Floor
- High, away from the lift
- Room
- Non-smoking
- Late checkout
- When available
- Newspaper
- None
How the relationship ran
- 1FoundGoogle Hotel Ads
- 2Recognisedmember rate applied
- 3Stayedspa and restaurant
- 4Returnedbooked direct since
One record
Merged from four sources: one OTA booking, one direct, one walk-in, one spa visit. Same guest, one profile, one history.
What feeds the record
Every system the guest touches, into one record
230+ integrations feed it. Everything WhizzCRM sends is built from what came in.
What feeds it
Property management systems · The Booking Engine and the hotel websites · Channel manager and OTA extracts · Restaurant, spa and outlet systems · Email and WhatsApp replies · Consent
What each brings
Property management systems
150+ PMS connected. One per property, and they do not have to match.
The Booking Engine and the hotel websites
Every direct booking, every enrolment, every Booster sign-up.
Channel manager and OTA extracts
A booking that arrived through an OTA still belongs to the guest record.
Restaurant, spa and outlet systems
Outlet spend joins the profile, so the guest who dines but has not stayed is still known.
Email and WhatsApp replies
Answers, requests and verified contact details, kept against the guest.
Consent
Opt-ins and opt-outs, channel by channel, with the date and the source.
Property management systems
150+ PMS connected. One per property, and they do not have to match.
The Booking Engine and the hotel websites
Every direct booking, every enrolment, every Booster sign-up.
Channel manager and OTA extracts
A booking that arrived through an OTA still belongs to the guest record.
Restaurant, spa and outlet systems
Outlet spend joins the profile, so the guest who dines but has not stayed is still known.
Email and WhatsApp replies
Answers, requests and verified contact details, kept against the guest.
Consent
Opt-ins and opt-outs, channel by channel, with the date and the source.
One record per guest
Identity · History · Loyalty state · Consent and channel
What each brings
Identity
Matched across name, email, phone and booking references, with configured merge rules and the source history kept.
History
Stays, room revenue, outlet spend and preferences across every property.
Loyalty state
Membership, tier, points balance and reward activity.
Consent and channel
What the guest agreed to, on which channel, and when.
Identity
Matched across name, email, phone and booking references, with configured merge rules and the source history kept.
History
Stays, room revenue, outlet spend and preferences across every property.
Loyalty state
Membership, tier, points balance and reward activity.
Consent and channel
What the guest agreed to, on which channel, and when.
What runs on it
WhizzLoyalty · Booking Engine and PriceMatch · The guest journey · Upselling · Booking Booster and WhatsApp campaigns · Reporting
What each brings
WhizzLoyalty
Recognition, tier and member value at every property.
Booking Engine and PriceMatch
The member rate shown to the right person at the moment of choice.
The guest journey
Pre-stay, in-stay and post-stay messages personalised from the profile.
Upselling
Enhancements chosen from tier, property and past preferences.
Booking Booster and WhatsApp campaigns
Segments built from the same profile.
Reporting
One view of the guest, not one per system.
WhizzLoyalty
Recognition, tier and member value at every property.
Booking Engine and PriceMatch
The member rate shown to the right person at the moment of choice.
The guest journey
Pre-stay, in-stay and post-stay messages personalised from the profile.
Upselling
Enhancements chosen from tier, property and past preferences.
Booking Booster and WhatsApp campaigns
Segments built from the same profile.
Reporting
One view of the guest, not one per system.
Whizz AI · Lapse
Guests who stopped coming back are found, and the win-back the hotel wrote runs.
WhizzCRM scores lapse on the property’s own stay history and hands the segment to the sequence the hotel configured, on the channels the guest agreed to.
Whizz AI
Detected: 2,340 guests who stayed at BookingWhizz Quay have not rebooked in twelve months, segmented by past spend and stay pattern.
Activated: The win-back sequence Quay configured fires over email and WhatsApp, with the member rate Quay attached to it. Replies and bookings land on each guest record, and each rebooking is tracked back to the sequence that caused it.
Win-back sequence running on 2,340 records
Guest record in WhizzCRMConsent held on the record
One guest record
The same guest arrives four times, under four names
Every system spells them differently and holds a different piece. WhizzCRM takes all of it, works out that it is one person, and keeps one record. That is what makes the journey afterwards worth running.
What arrives
Karim Mawani
Booking.com
Email only · Two nights, June
K. Mawani
Direct
Email and phone · Three nights, October
Karim M.
Walk-in
Phone only · One night, January
mawani.karim@…
Spa
Email only · Treatment, October
Four records, one guest, and no system that knows it. This is what most hotels are segmenting on.
What you get
Karim Mawani
London, United Kingdom · guest since 2021
Gold memberDirect bookerSpa and diningEarns outside the roomAcquired: Google Hotel Ads
- stays
- 9stays
- lifetime value
- $14,280lifetime value
- properties
- 4properties
Preferences on file
- Bed
- King, extra pillows
- Floor
- High, away from the lift
- Room
- Non-smoking
- Late checkout
- When available
- Newspaper
- None
How the relationship ran
- 1FoundGoogle Hotel Ads
- 2Recognisedmember rate applied
- 3Stayedspa and restaurant
- 4Returnedbooked direct since
One record
Merged from four sources: one OTA booking, one direct, one walk-in, one spa visit. Same guest, one profile, one history.
One record, every stay, and the preferences a booking never captures. The messages that follow are built from this, which is the difference between a guest journey and a mailshot.
Consent lives on the record
Nothing is sent where consent is not held
- Consent is held per channel, with the date and where it came from.
- An opt-out writes back to the record, and every send checks it.
- One consent per guest, seen by every property in the group.
The CRM covers guest profiling, de-duplication and merging, segmentation, consent and opt-out, and the delivery layer for email, WhatsApp and SMS.
Karim Mawani
Silver member · BookingWhizz Riverside · Consent
Email
Opted in
- Captured
- 14 Mar 2026
- Source
- Booking Engine, at booking
- Opt-out
- Unsubscribe link, every email
WhatsApp
Opted in
- Captured
- 2 Jun 2026
- Source
- Reply to pre-arrival message
- Opt-out
- Reply STOP, any message
SMS
Opted out
- Captured
- 9 Jul 2026
- Source
- Guest reply
- Opt-out
- Held. No SMS is sent
Last checked before send: today, 09:12. WhatsApp and email eligible. SMS suppressed.
One record, every property
The guest who stayed at Riverside is the same guest at Quay
Duplicate records across properties are merged into one. One history, one tier, one consent, and WhatsApp, email and SMS against the same record.
Karim Mawani
Riverside Collection
- Tier
- Silver
- Points
- 16,820
- Consent
- Email, WhatsApp
- Stays
- 3
BookingWhizz Riverside
Three nights, October
Earned 2,940
BookingWhizz Riverside
Two nights, June
Earned 1,960
BookingWhizz Quay
One night, January
Spent 8,500, late checkout
Upselling
Sell more after the room is booked, and before the guest arrives
The confirmation message carries one link. It opens this page, in the hotel's brand, with the guest's booking already on it.
BookingWhizz Riverside
Enhance your stay
Welcome back, Karim
- Guest
- Karim Mawani
- Confirmation
- RV-2026-04129
- Property
- BookingWhizz Riverside
- Room type
- Super Deluxe River View
- Check-in
- 12 May 2026
- Check-out
- 17 May 2026
- Guests
- 2 adults
- Nights
- 5 nights
Silver memberPoints balance: 16,820Earn 1.5x points on every enhancement
Junior Suite upgrade
A separate seating area, premium amenities and an uninterrupted river and Old Town view from a private balcony.
£65 a night
or 4,500 pts a night
Experience
River cruise day
A full day on the river with a guide, lunch on board and a stop at the Lakeside sister property.
£140 a couple
or 11,000 pts
Experience
Old Town sunrise walk
Pre-dawn pickup, the Old Town at first light, a hot breakfast at the lodge, and the return.
£55 a couple
or 4,000 pts
Spa
Riverside spa ritual
A 90-minute couples treatment: salt scrub, hot stone massage, and herbal tea in the lounge over the water.
£95 a couple
or 7,500 pts
Dining
Riverside private dinner
A five-course tasting menu with paired wines at a candle-lit private table on the river deck.
£110 a couple
or 8,500 pts
Celebration package
In-room flowers, sparkling wine, local sweets and a handwritten card for an anniversary, a birthday or a honeymoon.
£45 a setup
or 3,500 pts
Selected enhancements
£325 Junior Suite upgrade, 5 nights
Priced in cash or points
Every enhancement carries both prices. A member spends the balance the programme gave them.
Built from the guest record
The preferences on file decide the offer. The charge posts to the reservation where the PMS connection is configured.
Upselling and WhatsApp, on the platform today
+340%
Upsell revenue
Jumeirah Zabeel Saray. Attributed to WhizzCRM upselling at this property
The guest journey
Before they arrive, while they stay, after they leave
Planned once, organised by the record, timed by the data. Who receives what is decided by stay history, tier, language and consent, never an exported list.
Pre-arrival
Turn a booking into a bigger one
WhatsApp and email
- Confirmation and booking details
- Online check-in, before they arrive
- Room and service upsell, priced on what they booked
- Early check-in, transfers, dining
- Member recognition before they walk in
In-stay
Be reachable without being intrusive
WhatsApp, iMessage and SMS
- One thread per guest, whichever channel they use
- Requests routed to the right member of staff
- In-stay offers on what is actually available
- Issues raised while they can still be fixed
Post-stay
Earn the next booking
Email and WhatsApp
- Feedback while the stay is fresh
- Review request routed by that feedback
- Loyalty points and tier movement confirmed
- Win-back timed on their own booking pattern
AI where it earns it. Drafting the message and choosing the language. A person still owns the guest.
The guest journey, message by message
Twelve messages, four stages, one profile behind all of them
Each one is triggered by booking data, personalised by the record and tier, and sent on the channel the guest agreed to. Swipe a row to see the stage.
Stage 1 of 4: Pre-stay
Prepare the guest before they arrive
Automated. Triggered by the booking data from the PMS.
Stage 2 of 4: Upsell
The right enhancement at the right moment
Personalised on the guest profile and what the property still has unsold.
Stage 3 of 4: Loyalty
Tier moves, milestones and reasons to come back
Triggered by CRM events: points and tier milestones.
Stage 4 of 4: Post-stay
Thank them, ask them, bring them back
Automated. Timed after checkout.
The messaging hub
One inbox, every channel
WhatsApp, iMessage, SMS and email arrive in a single thread against the guest profile, assigned to a person, with the full history.
~98%
WhatsApp open rate
Industry benchmark, not a BookingWhizz result
~22%
Email open rate
Industry benchmark, not a BookingWhizz result
That gap is why WhizzCRM leads with WhatsApp. It is a property of the channel, not something we did.
Four moments
How guests experience it
Built from what the record already holds, so it reads as attention rather than a mailshot.
Omni-channel marketing
Reach the guest where they already read
One guest record, one message, sent on the channel that guest actually answers. The channel is a delivery decision, not a separate campaign to build.
WhatsApp
Pre-arrival, in-stay and post-stay
Email
Built from the guest record
SMS
Where a number is all you hold
App push
To the guest app on the home screen
Available on request
iMessage
Apple Messages for Business
Viber
Eastern Europe and the Gulf
Telegram
Middle East and CIS
WeChat
Chinese source markets
LINE
Japan and Thailand
Consent and opt-out are held on the guest record, so a guest who leaves one channel is not chased on another.
Works with your existing hotel technology
Works with every major PMS, Channel Manager, OTA, and Payment Provider
150+ PMS Systems40+ Channel ManagersOTA ConnectivityPayment ProvidersRevenue Management
Questions
What hotels ask about the CRM
- What feeds the guest record?
Answer
The PMS, the Booking Engine and the hotel’s websites, channel manager and OTA extracts, restaurant, spa and outlet systems, and every email and WhatsApp reply. 150+ PMS connected, 230+ integrations.The PMS, the Booking Engine and the hotel’s websites, channel manager and OTA extracts, restaurant, spa and outlet systems, and every email and WhatsApp reply. 150+ PMS connected, 230+ integrations.- What happens to duplicates?
Answer
The same guest arriving under different spellings is matched across name, email, phone and booking references and merged into one record. The source history is kept, so nothing is lost in the merge.The same guest arriving under different spellings is matched across name, email, phone and booking references and merged into one record. The source history is kept, so nothing is lost in the merge.- Is a message ever sent without consent?
Answer
No. Consent is held on the record, channel by channel, with the date and the source. A message goes out only where consent is held, and an opt-out writes back to the record.No. Consent is held on the record, channel by channel, with the date and the source. A message goes out only where consent is held, and an opt-out writes back to the record.- Which PMS does it work with?
Answer
150+ PMS connected, a subset of 230+ integrations. Loyalty and CRM also attach to a booking engine you already run. The engine is not a condition.150+ PMS connected, a subset of 230+ integrations. Loyalty and CRM also attach to a booking engine you already run. The engine is not a condition.- Group or property?
Answer
Both, on one record. Duplicate records for the same guest across properties are merged into one, and WhatsApp, email and SMS run against that record. Head office and each property see the same guest.Both, on one record. Duplicate records for the same guest across properties are merged into one, and WhatsApp, email and SMS run against that record. Head office and each property see the same guest.- How is it priced?
Answer
A share of the direct revenue booked through the platform. Pricing comes from a conversation, and there is no published figure.A share of the direct revenue booked through the platform. Pricing comes from a conversation, and there is no published figure.
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