Experience Hotel vs. Sojern Guest Marketing Suite:
Which Is Right for You?

The Decision

Choosing between Experience Hotel’s Experience Hotel CRM and Sojern Guest Marketing Suite hinges on your hotel’s specific needs. Both aim to foster guest relationships through email, SMS, and personalized communication, but they differ in focus and capabilities. Experience Hotel provides a comprehensive, all-in-one guest management platform with advanced CRM features, while Sojern emphasizes marketing automation and multi-channel outreach. Which aligns better with your hotel’s operational priorities?

Is Experience Hotel or Sojern Better for Hotels?

Experience Hotel excels at providing a full-suite CRM built specifically for hotel management. It offers extensive segmentation, guest feedback modules, automation, and integrations, making it ideal for hotels that prioritize deep guest relationship management and reputation control.

Sojern, on the other hand, is primarily a marketing tool focused on guest engagement through email, SMS, and chat, with less emphasis on CRM depth. Its strength lies in creating targeted campaigns and increasing direct bookings through multiple channels.

Hoteliers seeking a dedicated CRM with robust guest data management and personalization should lean toward Experience Hotel. If your hotel’s main goal is to execute targeted marketing campaigns efficiently and increase ancillary revenue, Sojern might be the better fit.

Experience Hotel vs Sojern: Which Should Your Hotel Choose?

If your hotel needs a comprehensive guest CRM capable of managing detailed guest profiles, automating guest communications, and integrating with multiple hotel systems, go with Experience Hotel. Its strong focus on guest relationship building makes it stand out, especially with a 4.78/5 overall rating and 56 recent reviews.

For hotels that want a straightforward marketing platform with multi-channel outreach—particularly email, SMS, and chat—to drive direct bookings and foster loyalty, Sojern is the way to go. It boasts a perfect 10/10 NPS score in recent reviews, despite a smaller review volume.

Hotels aiming for detailed, personalized guest management should choose Experience Hotel. Meanwhile, if your focus is on marketing automation and increasing booking conversion rates with minimal CRM complexity, Sojern is preferable.

Is Experience Hotel or Sojern Easier to Use?

Experience Hotel’s user interface is praised for its simplicity, with a 4.72/5 ease of use rating and positive comments about its intuitive extranet. Onboarding is rated at 4.48/5, and users mention that staff adoption is straightforward, thanks to a clear design and helpful features like the WYSIWYG editor and automation tools.

Sojern slightly edges out in ease of use with a 4.75/5 rating, and reviews highlight its simplicity in managing reservations, campaigns, and communication workflows. Its onboarding process is rated at 4.91/5, with users appreciating the step-by-step support, though some mention a desire for more training resources.

Edge: Sojern.

Which Has Better Features: Experience Hotel or Sojern?

Experience Hotel offers a significantly broader set of features—20 exclusive tools—including multi-hotel management, personalized communication, segmentation (geographic, attribute, channel), automation, guest feedback modules, and integrations with platforms like TripAdvisor. Its open API also allows custom integrations.

Sojern provides only one unique feature: PCI compliance, which is critical for secure payment processing but doesn’t enhance guest engagement directly. Its limited feature set makes it more of a marketing add-on rather than a full CRM solution.

Edge: Experience Hotel.

Which Has Better Customer Support: Experience Hotel or Sojern?

Experience Hotel’s support is rated at 4.67/5, with reviewers noting responsiveness and helpfulness, though some mention issues with system integration and language support. Its support team is praised for their availability and assistance, but occasional delays were noted.

Sojern surpasses here with a 4.92/5 support rating, and reviews highlight that its team is “very attentive” and “always available,” even if there are some complaints about the platform’s reporting clarity. The recent review mentions a high level of responsiveness and ongoing support.

Edge: Sojern.

Which Has More Integrations: Experience Hotel or Sojern?

Experience Hotel integrates with 40 verified partners, including major PMS and channel managers like RoomRaccoon, WebRezPro, and Cloudbeds, plus niche solutions like Winhotel and Cendyn. This extensive network supports deeper operational connections.

Sojern connects with 33 verified partners, sharing key integrations like Mews, Oracle Hospitality, and Stayntouch, but it offers fewer options overall. Both platforms share some common integrations, but Experience Hotel’s larger partner network provides broader flexibility.

Edge: Experience Hotel.

Which Do Hoteliers Rate Higher: Experience Hotel or Sojern?

Experience Hotel’s overall score is 4.78/5 with 56 recent reviews, predominantly from boutique hotels, inns, and city center hotels. Its recent review volume and high ratings reflect consistent satisfaction, especially among independent and boutique properties.

Sojern, with only 12 reviews, has a 4.82/5 rating but a smaller sample size and less recent feedback. Its reviews are positive, especially among a variety of hotel types, but the limited data makes it less representative of broader user sentiment.

Edge: Experience Hotel.

How Much Do Experience Hotel and Sojern Cost?

Experience Hotel charges a flat $200 monthly fee without a trial period or implementation fees. Its pricing is transparent and geared toward mid-sized hotels seeking a full CRM solution.

Sojern’s pricing is higher at $400/month, also without a trial or implementation fee, and is positioned more as a marketing platform than a full CRM. The cost difference reflects their feature scope: Experience Hotel offers a wider suite of tools at a lower price point.

What Type of Hotel Should Use Experience Hotel?

• Hotels that want a complete CRM and guest engagement system, including segmentation, automation, and reputation management.
• Teams that prioritize deep guest relationships through personalized, automated communications.
• Hotels aiming to reduce reliance on OTAs and increase direct bookings.
• Properties with multiple brands or locations needing centralized management.
• Hotels that value comprehensive guest feedback collection and analysis.

Not ideal if...

• Your hotel is very small or budget-constrained, as the higher price may not be justified.
• You lack existing systems compatible with open API integrations.
• You need multi-language support in automation or interface.

What Type of Hotel Should Use Sojern?

• Hotels that focus on targeted marketing campaigns via email, SMS, and chat.
• Properties aiming to boost direct bookings and ancillary revenue with minimal CRM complexity.
• Hotels with a strong digital marketing team that can operate campaigns independently.
• Hotels that value quick onboarding and simple campaign management.
• Hotels in North America seeking reliable cross-channel marketing tools.

Not ideal if...

• You need a comprehensive CRM to manage detailed guest profiles.
• Your hotel is outside North America, as Sojern’s market presence is limited mostly to the US.
• You require extensive automation features or reputation management tools.

The Bottom Line for Hotels

Experience Hotel offers a full-featured CRM designed to enhance guest relationships, reputation, and operational efficiency. Its extensive integrations, broad feature set, and high review volume make it the stronger choice for hotels seeking deep guest management.

Sojern is more suited for hotels focused on marketing automation, direct booking campaigns, and multichannel outreach, especially if your team prefers a straightforward platform with excellent support. Its niche in targeted marketing makes it ideal for properties prioritizing guest engagement through email, SMS, and chat.

If your hotel needs a robust CRM with extensive capabilities and a proven track record, Experience Hotel is the clear winner. For marketing-focused hotels looking for simplicity and support, Sojern is the better option.

Final Verdict

Experience Hotel’s Experience Hotel CRM is the more comprehensive, well-rated platform, especially given its larger pool of recent reviews and broader feature set. Its focus on deep guest relationships and reputation management will serve larger or more complex hotels best, with many hotels highlighting its automation and segmentation capabilities.

If your hotel values an integrated guest management system that reduces manual work and provides detailed insights, choose Experience Hotel. Its extensive integrations and proven satisfaction make it the most reliable choice for hoteliers serious about guest relationships.

However, if your priority is to execute marketing campaigns that drive direct bookings and increase ancillary revenue with a simple, easy-to-use platform, Sojern’s Guest Marketing Suite is a solid alternative. Its superior support and focus on marketing channels make it ideal for hotels with a marketing team ready to run campaigns.

In summary, for a full CRM, go with Experience Hotel. For marketing automation and outreach, pick Sojern.