Smart Host CRM vs. Sojern Guest Marketing Suite:
Which Is Right for You?

The Decision

Choosing between Smart Host CRM by Smart Host GmbH and Sojern Guest Marketing Suite hinges on your hotel’s specific needs for guest communication and marketing automation. While both aim to foster stronger guest relationships, they differ significantly in features, user experience, and market presence. Your goal is to find a tool that enhances guest engagement without complicating operations.

Smart Host is a specialized, Europe-focused CRM with a strong emphasis on automation, segmentation, and detailed guest profiles, especially suited for hotels prioritizing personalized communication. Sojern, with its broader North American reach and larger team, offers a more straightforward engagement platform, primarily geared toward driving direct bookings and ancillary revenue. Which aligns better with your hotel’s growth strategy?

Is Smart Host or Sojern Better for Hotels?

Smart Host is designed primarily for hotels that want to build deep, personalized relationships through automated, targeted communications. Its extensive segmentation and automation features are ideal if your team aims for sophisticated guest profiling and tailored campaigns.

In contrast, Sojern prioritizes straightforward engagement and booking conversion, making it more suitable for properties that seek simple, effective tools to increase direct reservations, especially in North American markets. Both platforms support email, SMS, and chat, but Smart Host’s robust suite of features offers more control over guest data.

Do you need a highly customizable CRM with advanced segmentation or a more streamlined guest engagement solution?

Smart Host vs Sojern: Which Should Your Hotel Choose?

If your hotel needs granular guest segmentation, automation, and detailed analytics—especially if you're based in Europe—Smart Host is the clear choice. Its ability to connect with PMS systems and manage complex campaigns makes it ideal for medium to small hotels aiming for personalized marketing.

However, if your hotel’s focus is on straightforward reservation management, quick reconciliation, and building guest loyalty primarily in North America, Sojern offers a more accessible, less complex platform. Its larger partner network and global presence can also help properties looking for broad integration options.

For hotels seeking advanced guest data manipulation and automation, Smart Host is preferable. If simplicity and immediate booking boost are your priorities, Sojern should be your pick.

Is Smart Host or Sojern Easier to Use?

Smart Host scores higher for ease of use with a 4.7/5 rating, supported by a user-friendly interface and intuitive onboarding process. Reviewers praise its straightforward campaign setup and automation workflows, which reduce training time and operational friction.

Sojern is nearly identical at 4.75/5, with reviews highlighting its simple reconciliation process and effective email marketing tools. However, some users note that Sojern’s platform may lack the depth of customization found in Smart Host, which could affect daily operation complexity.

Edge: Smart Host.

Which Has Better Features: Smart Host or Sojern?

Smart Host offers 18 exclusive features, including personalized one-to-one communication, segmentation by multiple criteria, a newsletter editor, A/B testing, guest feedback modules, and automation workflows. Its open API and multi-hotel management capabilities set it apart.

Sojern, with no unique features listed beyond its core email and SMS capabilities, primarily offers engagement tools without the extensive segmentation or automation options. Its focus is on straightforward communication rather than deep guest profiling.

Edge: Smart Host.

Which Has Better Customer Support: Smart Host or Sojern?

Smart Host’s support team is highly rated at 4.87/5, with recent reviews emphasizing quick, competent, and friendly assistance. Guests comment on proactive support that helps optimize campaign results and troubleshoot issues effectively.

Sojern’s support rating is slightly higher at 4.92/5, with reviews praising its responsiveness and helpfulness. However, due to limited recent reviews and fewer user stories, the depth of support experience for hotels might be less transparent.

Edge: Sojern.

Which Has More Integrations: Smart Host or Sojern?

Smart Host connects with 25 verified partners, including PMS systems like apaleo, protel, and DIRS21, and offers an open API for custom integrations. Its partnerships focus on European hotel systems, supporting multi-property management.

Sojern boasts 33 verified partners, including global platforms like Oracle Hospitality, Profitroom, and Vertical Booking. Its broader partner network emphasizes North American and international integrations, especially in booking engines and revenue management.

Edge: Sojern.

Which Do Hoteliers Rate Higher: Smart Host or Sojern?

Smart Host, with 217 reviews and recent feedback, has a 93% likelihood to recommend, indicating strong satisfaction, especially among small and boutique hotels in Europe. Hotel managers appreciate its automation, guest profiling, and support.

Sojern’s limited reviews—only 12—make it harder to gauge overall satisfaction. The overwhelmingly positive comments focus on booking reconciliation and email marketing simplicity, but the lack of recent reviews suggests less current user engagement.

Edge: Smart Host.

How Much Do Smart Host and Sojern Cost?

Smart Host is priced at $900 per month, with no freemium or trial options listed. Its higher price reflects its extensive feature set and customization options.

Sojern costs $400 per month, also with no free tier or trial, making it a more affordable option for properties with narrower marketing needs. The price difference underscores the focus on different hotel segments and complexity levels.

What Type of Hotel Should Use Smart Host?

• Hotels that prioritize detailed guest profiling and personalized communication.
• Small to medium-sized hotels seeking automation to reduce manual effort.
• Hotels with multiple properties or brands needing centralized management.
• Teams aiming to leverage detailed segmentation for targeted campaigns.
• Hotels with existing PMS systems that can integrate seamlessly.

Not ideal if:

• Your hotel prefers a simple, plug-and-play email tool.
• You operate at a very small scale with minimal marketing needs.
• Your team lacks the bandwidth for extensive training or system management.

What Type of Hotel Should Use Sojern?

• Hotels looking for a straightforward, effective guest engagement platform.
• Properties primarily focused on direct booking growth.
• Hotels in North America aiming for broad integration and partner networks.
• Teams that want a quick, easy-to-use platform without extensive customization.
• Small to medium hotels needing to manage campaigns efficiently.

Not ideal if:

• You require deep segmentation and automation capabilities.
• Your hotel has complex guest profiling needs.
• You operate in Europe or need extensive multi-property management features.

The Bottom Line for Hotels

Smart Host is a robust CRM ideal for hotels that want to craft personalized, automated guest journeys. Its extensive features and European market focus make it suitable for properties aiming for sophisticated marketing and detailed guest insights.

If your hotel prioritizes deep segmentation, automation, and customization, Smart Host offers more control, delivering high ROI through targeted engagement. Its recent reviews and high ratings confirm it as a strong choice for hotels investing in guest relationship management.

Alternatively, Sojern provides a simpler, more affordable platform, excelling in North American markets with its broad partner network and easy reconciliation. It’s best suited for properties seeking straightforward engagement tools that drive direct bookings without requiring complex setup or extensive training.

In conclusion, if your hotel needs advanced features and regional expertise, Smart Host is the better option. For immediate, effective outreach with less complexity, Sojern remains a solid choice.