What Experience Hotel does

Experience Hotel, doing business as Experience CRM, is a Paris-based vertical SaaS company founded in 2014 that sells a cloud-hosted customer relationship management platform purpose-built for the hospitality industry. The product is built around eight interconnected modules — a centralized and deduplicated Customer Data Platform, Guest Journey automation (pre-stay, on-stay, post-stay), data-driven Marketing Campaigns, e-Reputation management consolidating 40 review platforms, customizable Loyalty Programs, a white-label Guest App, a multi-property Hotel Groups Dashboard, and an embedded AI assistant called FILIP — that hotels, restaurants, and spas can license independently and bill monthly, quarterly, or annually. The company monetizes through per-property subscription licenses plus one-time fixed implementation fees covering PMS connectivity and team training; an enterprise field-sales motion with dedicated account managers targets both individual properties and hotel groups, with the platform claiming 2,000+ hotels and nearly 200 hotel groups in its installed base.

Underlying the product is a hospitality-specific architecture built around PMS integration (120+ partner connectivities are explicitly maintained), structured guest-profile data as the foundation for segmentation, and Microsoft OAuth-based single sign-on for enterprise procurement compatibility. AI is delivered primarily through FILIP, an NLP-driven assistant that generates review responses and performs sentiment and keyword analysis; no evidence was found of proprietary foundation models or in-house training pipelines. All customer data is hosted in France under a GDPR-compliant data-processing posture, an explicit go-to-market lever for European hotel groups with data-residency requirements. The company is privately held with no disclosed funding rounds, parent entities, or M&A activity in the source material, and operates with a headcount band of 11-50 employees.

Name

Experience Hotel

Legal name

Experience CRM

Website

https://experience-hotel.com

Company type

Private

Founded year

2014

Operating status

Operating

Headcount range

11–50 employees

Short description

Experience Hotel, operating as Experience CRM, is a Paris-based vertical SaaS company that provides a cloud-hosted, hospitality-specific CRM platform with eight modules including a customer data platform, marketing automation, e-reputation management, loyalty programs, guest app, multi-property dashboard, and embedded FILIP AI, sold on modular subscriptions to 2,000+ hotels, restaurants, and spas globally.

Ownership category

akta.pro rank

Product category

Hospitality CRM Software

NAICS

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (51821), Computer Systems Design and Related Services (54151)

SIC

Services-Prepackaged Software (7372), Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

Guest Experience & Engagement (CRM, Messaging, Loyalty) (THALACAF)

akta.pro secondary industries

Marketing Automation & Campaign Management CRM (HDAEAFAB), Customer Engagement & Messaging (Email, SMS, Push, In-App) (BPAFAFAI)

Keywords

• Hospitality CRM software
• Hotel guest data platform
• Online reputation management
• Hotel marketing automation
• Hospitality loyalty software

Headquarters

HQ city

Paris

HQ country

France

HQ region

Europe

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure

Revenue model

1. CRM Software License: Subscription-based license for CRM tools with modular pricing - customers can choose which tools to include (database, guest relations, marketing, loyalty, e-reputation, AI). Billing available monthly, quarterly, or annually.
2. Implementation Services: Fixed implementation cost covering account creation, tool configuration, PMS connectivity, and team training. One-time setup fee separate from recurring license.

Pricing tiers

Go-to-market motion1 record

Distribution channels1 record

Marketing channels3 records

Core offering

Experience CRM is a cloud-based, all-in-one CRM platform purpose-built for hotels, restaurants, and spas. It centralizes guest data, automates pre-stay/during-stay/post-stay communications, runs segmented marketing campaigns to drive direct bookings, manages online reputation across 40 review platforms, powers customizable loyalty programs, and provides an integrated AI assistant (FILIP) for guest interactions and operational tasks. Modules are sold à la carte on a subscription basis with a separate fixed implementation fee.

Product overview

Experience CRM is a unified, all-in-one CRM platform for hotels, restaurants, and spas. The core platform integrates multiple modules: Customer Data Platform (centralized guest database), Guest Journey/Customer Relations (pre-stay and post-stay automation), Marketing Campaigns, e-Reputation (ORM across 40 platforms), Loyalty Programs, FILIP AI (integrated conversational AI assistant), and a customizable Guest App. The Hotel Groups Dashboard enables multi-property management with consolidated reporting. All modules can be subscribed to independently, allowing hotels to customize their CRM configuration based on specific needs. Pricing follows a subscription model with license costs plus per-property implementation fees.

Differentiator

Problem solved

Functional benefit

Brands

• FILIP AI: An integrated AI agent assistant within the CRM platform for hotels and restaurants.

Products and services

• Experience CRM Platform Unified cloud-based CRM platform for hotels, restaurants, and spas that centralizes guest data, automates guest communications, drives marketing campaigns, manages online reputation, powers loyalty programs, and provides AI-powered assistance through FILIP. Sold to hospitality businesses on a subscription basis with separate implementation fees.
• Customer Data Platform (Database) Centralized, structured, and deduplicated guest database that consolidates guest information including preferences, history, communications, and segmentation data in one usable location. Sold as a subscription module to hotels, restaurants, and spas.
• Guest Journey (Customer Relations) Automated customer relations module that enables hotels to send personalized content to guests before, during, and after their stay, supporting loyalty creation and upselling opportunities to increase TRevPAR. Sold as a subscription module.
• Marketing Campaigns Marketing campaign automation module that enables hotels to run targeted, data-driven campaigns using dozens of segmentation criteria to drive direct bookings and reduce OTA commission dependence. Includes campaign performance measurement. Sold as a subscription module.
• e-Reputation (Online Reputation Management) Online reputation management module that aggregates 40 review platforms, enabling hotels to reply to reviews, perform sentiment and keyword analysis, and leverage AI-assisted reply generation. Sold as a subscription module.
• Loyalty Programs Customizable loyalty program module that rewards repeat guests and VIPs with tailored rewards and experiences to drive retention and direct revenue. Sold as a subscription module.
• FILIP AI AI assistant embedded in the CRM that provides conversational support, automates guest interactions, generates review replies, and assists with various CRM tasks using NLP and sentiment analysis. Sold as a subscription module.
• Guest App White-label guest mobile application that informs guests about hotel services, enables service purchases, and delivers a personalized stay experience. Sold as a subscription module.
• Hotel Groups Dashboard Multi-property management module for hotel groups that provides individual property data along with cross-referenced group-level statistics and performance analytics. Sold as a subscription module.

Quantifiable outcome

• Save 150h/year per hotel through automation

Named customers9 records

Segments3 records

Ideal customer profiles1 record

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration2 records

AI capability3 records

Feature7 records

Partnerships

One partnership is on record.

• 120+ PMS Technology PartnerscoreTechnology or IntegrationExtensive network of Property Management System integration partners enabling connectivity with various hotel systems. These partnerships allow hotels to connect Experience CRM with their existing PMS infrastructure, though specific partner names are not individually listed on the main website.

Scale indicators5 records

Recent moves6 records

Expansion highlights5 records

Market position

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Experience Hotel