Experience CRM
Experience CRM is a web-based customer relationship platform for hotels and restaurants.
What Experience CRM is
Experience CRM is a web-based customer relationship platform for hotels and restaurants. Customers can choose independent modules and activate them as needed, with pricing provided through a personalized quote rather than a published price. Its guest-journey module covers booking notifications, pre-stay surveys, upselling, digital pre-check-in, quality control, satisfaction surveys and loyalty programs. Marketing tools include segmentation on 50 criteria, campaigns, automations, translation in more than 160 languages and pre-built scenarios. The e-reputation module manages reviews on more than 40 platforms and includes AI reply assistance and semantic analysis. Guests can use a customizable progressive web app through a QR code or link, without downloading it from an app store. It includes a digital concierge, messaging, directories, a city guide and upselling. The platform also cleans duplicate guest records, enriches profiles from PMS data and provides reporting dashboards and Looker Studio export. Experience CRM says it connects with 100 PMS systems. Subscriptions include unlimited users and support; implementation has a fixed cost covering setup, configuration, PMS connection and team training.
Good
- Modules can be selected independently.
- Guest app opens by QR code or link.
- Marketing segmentation uses 50 criteria.
- Subscriptions include unlimited users and support.
Watch out
- No free plan.
- Prices require a personalized quote.
- Implementation has a fixed cost.
Who it suits
Experience CRM suits hotels and restaurants that want modular guest-journey, marketing and review-management tools. Its guest app and unlimited-user subscriptions may also suit teams serving guests through digital channels.
Verdict
Experience CRM brings guest journeys, marketing, reputation management and reporting into a modular platform for hospitality businesses. Pricing is provided on request, and implementation carries a fixed cost.
Plans and prices
From Experience CRM's own pricing page, checked 30 Sep 2026.
| Plan | Price | What it gives you |
|---|---|---|
| À la carte modules | Priced on request | independent modules · guest journey · marketing · e-reputation · guest app · monthly, quarterly or annually |
| E-Reputation | Priced on request | review management on 40+ platforms · monitoring KPIs · AI reply assistance · semantic analysis · group comparison · reviewer identification · monthly, quarterly or annually |
| Guest App | Priced on request | CRM-linked guest profile · drag-and-drop builder · e-concierge · in-stay quality control · upselling · guest chat · WhatsApp · city guide · weather widget · monthly, quarterly or annually |
| Guest Journey | Priced on request | booking confirmations · welcome email/SMS/WhatsApp · pre-stay survey · upselling · OTA data management · digital pre-check-in · VIP identification · satisfaction surveys · loyalty program · monthly, quarterly or annually |
| Marketing | Priced on request | duplicate cleanup · mailing lists · segmentation on 50 criteria · email/SMS/WhatsApp campaigns · automations · translation in 160+ languages · worldwide events database · conversion tracking · monthly, quarterly or annually |
The facts
Each one read from Experience CRM's own pages, with the date it was checked.
What it does
- API availability
- Experience publishes API documentation with partner and hotel bearer tokens; tokens are supplied by support for specified properties and APIs.checked 15 Oct 2026
- API documentation depth
- The public API documentation page explains authorization format, token scope and how to request credentials but does not publish SDKs.checked 15 Oct 2026
- Customer journey
- Automations cover pre-stay, pre-check-in, in-stay and post-stay communications, including upselling and satisfaction surveys.checked 15 Oct 2026
- Database integrations
- The product connects PMS, channel managers, reputation systems, restaurant and spa reservation systems and POS systems.checked 15 Oct 2026
- E-reputation
- The reputation module aggregates reviews from more than 40 platforms, including Google, Booking.com and Expedia.checked 15 Oct 2026
- Guest database
- The database merges reservation and interaction data into deduplicated, segmented guest profiles with preferences, history and communications.checked 15 Oct 2026
- Integrations
- Experience CRM says it is connected to 100 PMS systems and lists partners including Cloudbeds, Mews, Opera Cloud PMS, Apaleo, Medialog and SiteMinder.checked 30 Sep 2026
- Integrations count
- The company advertises more than 120 partners and connections to 100 PMS systems.checked 15 Oct 2026
- Licence
- The terms identify Progress9 as owner and reserve intellectual-property rights; no open-source licence is stated.checked 15 Oct 2026
- Limit: automation and PMS depth
- A reviewer asks for more operational automation, more languages for prerecorded messages and stronger Mews synergies.checked 15 Oct 2026
- Limit: B2B functions
- A reviewer requests development of the B2B component to broaden the product’s use cases.checked 15 Oct 2026
- Limit: group email handling
- A reviewer reports that a customer record supports only one email address, which can leave group travelers represented by a secretary’s address.checked 15 Oct 2026
- Limit: message personalization
- One reviewer says the back-office page builder for pre- and post-stay messages needs to be more user-friendly.checked 15 Oct 2026
- Marketing
- Marketing tools support behavioral segmentation, PMS-based targeting, automated campaigns and AI-generated email copy.checked 15 Oct 2026
- Marketing scale
- The marketing page advertises more than 5,000 preconfigured automation scenarios and a 40,000-image library.checked 15 Oct 2026
Where it runs
- App listing
- A third-party Android listing identifies Check-in Experience Hotel as an Experience Hotel customer-only check-in app with 50+ downloads and no published star-rating count.checked 15 Oct 2026
- Guest app
- The guest-facing product is a customizable progressive web app reached by QR code or link, so guests do not need an app-store download.checked 15 Oct 2026
- Guest app features
- The PWA provides concierge content, unlimited pages, video, chat, service directories and a city guide.checked 15 Oct 2026
The company
- Company facts
- LinkedIn lists Experience as privately held, founded in 2013, headquartered in Paris and employing 11–50 people.checked 15 Oct 2026
- Company legal identity
- The legal owner is Progress9 SAS, registered in Paris with SIREN 798181699 and stated share capital of €66,667.checked 15 Oct 2026
- Founded
- 2013checked 28 Sep 2026
- Headquarters
- Paris, Francechecked 28 Sep 2026
- Independent company profile
- Craft describes Experience Hotel, also known as Progress9, as a private Paris CRM company founded in 2014 with about 1.3K customers in June 2023.checked 15 Oct 2026
- Independent company record
- Pappers lists Progress9 (Experience Hotel) as active, founded 25 October 2013, headquartered at 128 Rue La Boétie, Paris, with 20–49 employees in its latest listed workforce band.checked 15 Oct 2026
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