Every guest, one record.
HubSpot for hotels, resorts and travel brands across Southeast Asia. More direct bookings and more return guests, from first enquiry to the next stay.
A hospitality CRM keeps guest enquiries, bookings and stays together. Azend sets up HubSpot for hotels, resorts and travel brands so WhatsApp, website, event and corporate enquiries follow one journey from enquiry to booking to return stay, across properties and markets.
Enquiry to booking to return.
WhatsApp
Website
Corporate accounts
Events and groups
Travel partners
Google Ads
Meta Ads
The guest journey engine.
Six stages from first enquiry to return stay. Between each pair, the KPI we track in HubSpot.
- 01Enquiry
- Measured between Enquiry and Quote: Response timeTime to the first reply with rates
- 02Quote
- Measured between Quote and Booking: Booking conversionQuotes that become bookings
- 03Booking
- Measured between Booking and Pre-arrival: Pre-arrival reachGuests contacted before arrival
- 04Pre-arrival
- Measured between Pre-arrival and Stay: Cancellation rateBookings lost before arrival
- 05Stay
- Measured between Stay and Return stay: Repeat stay rateGuests who book again
- 06Return stay
A model, not a result: we set your baseline for each KPI in the first weeks, then report against it.
Built for your leadership team.
Direct revenue and guest loyalty, by leader.
CMOPriya PersonaDirect over commission
Every campaign judged on the direct bookings it brings.
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COOAisyah PersonaService guests remember
Response and satisfaction tracked across every property.
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CROMarco PersonaGroup revenue in view
Corporate and event enquiries on one forecastable pipeline.
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Guests message. The CRM answers.
Chats land on the guest record, in the guest's language, with every team able to see them.
Capture
Every WhatsApp, chat or form enquiry becomes a guest with property and dates.
Route
Sent to reservations, events or sales by property and enquiry type.
Follow up
Reminders and templates until the booking is confirmed.
How the channels connect.
Chats, corporate and event enquiries in. Reservations and your booking system out.
The channels and systems shown are the ones this playbook typically connects; yours are mapped on day one.
One agent. One integration.
Booking questions, answered any hour
A HubSpot Customer Agent answers questions on chat, checks dates and needs, and hands complex requests to reservations with the full transcript.
Stays back in the CRM
Your property management or booking system connected to HubSpot, so stays and spend update the guest record without re-keying.
Built on HubSpot.
The capabilities this work configures.
Questions.
Can HubSpot work across several hotels or brands?
Yes. Properties and brands are modelled in the CRM, so each team sees its own guests and leadership sees all of them.
Do WhatsApp enquiries go into HubSpot?
Yes. WhatsApp connects natively to the HubSpot inbox, and Viber and LINE connect through messaging partners, so chats sit on the guest record. WhatsApp CRM
Can HubSpot connect to our booking or property management system?
Usually, through a Marketplace app, middleware or a custom API. We confirm the route for your system in discovery. Integrations
How is guest data protected?
Consent and access are built to Malaysia PDPA, Singapore PDPA and the Philippines Data Privacy Act, and to each market you operate in. Trust
Turn first stays into return stays.
A strategy call maps your guest journey from first enquiry to the next booking.