WhizzCRM
Know every guest, personally
One guest record from every booking, direct or OTA. Messages over WhatsApp, email and SMS, and upselling around the stay, on the rules you set.
Karim Mawani
London, United Kingdom · guest since 2021
- stays
- 9stays
- lifetime value
- $7,480lifetime value
- properties
- 4properties
How the relationship ran
- 1FoundGoogle Hotel Ads
- 2Recognisedpoints and perks applied
- 3Stayedspa and restaurant
- 4Returnedbooked direct since
One guest record
The same guest arrives four times, under four names
WhizzCRM works out that it is one person and keeps one record. Existing guests are imported, not started again.
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
What you get
Karim Mawani
One record · 4 sources merged
- stays
- 9stays
- lifetime value
- $7,480lifetime value
- points
- 12,400points
The guest journey
Twelve messages, one record behind all of them
Triggered by the booking and the stay, sent on the channel the guest agreed to. A person owns the guest; the drafting is done for them.
Prepare the guest before they arrive
Automated. Triggered by the booking data from the PMS.
Upselling
Sell more after the room is booked
The confirmation message opens this page, in the hotel's brand. Priced in cash or points; each choice posts to the reservation where the PMS connection is configured.
+340%
Upsell revenue, over 6 months
Jumeirah Zabeel Saray, Dubai
BW Riverside Hotel
Enhance your stay
Welcome back, Karim
- Guest
- Karim Mawani
- Confirmation
- RV-2026-04129
- Property
- BW Riverside Hotel
- Room type
- Super Deluxe River View
- Check-in
- 12 May 2026
- Check-out
- 17 May 2026
- Guests
- 2 adults
- Nights
- 5 nights
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
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
Gold member · BW Riverside Hotel · 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.
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
Available on request
App push
To the guest app on the home screen
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.
WhatsApp ~98% open, email ~22%Industry benchmark, not a BookingWhizz result
What it takes
Two ways to work together
We offer both, and you choose on the demo.
Your guests come with you
Existing guest records and consent imported, not started again.
230+ integrations
150+ PMS connected. Yours confirmed on the call.
Live in 48 hours
Programme design and configuration are agreed with the hotel.
Running a group? One record per guest across every property.
For hotel groupsDemo
Bring the guests you already have.
We show you what your hotel knows about them, and what it could do. Pick a time, or send a message.
What feeds the guest record?
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?
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?
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?
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?
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?
We offer two ways to work together, and you choose. We walk through both on the demo, for your property and your numbers.