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Review of Revinate

2
Review of Revinate CRM (2024–2025 Experience)
Director of Rooms from 500+ room City Center Hotels in Banff (Canada)
Verified
6 months ago
Products Reviewed
Guest Survey Software
Hotel CRM & Email Marketing
Upselling Software
What do you like most?
Our hotel group has used Revinate CRM for several years and historically found value in its guest database, email automation, upselling, and reporting tools. However, since the CDP upgrade in 2025, system reliability, communication, and core functionality have declined significantly, causing operational disruption and guest-facing issues. Key Strengths: (1) User-friendly interface for building campaigns and managing guest profiles. (2) Strong historical product vision that previously delivered meaningful automation value. (3) Dedicated individual CSMs who try their best within the limits of current constraints.
What do you dislike or think could be improved?
Persistent data inaccuracies: (1) Loyalty tier information intermittently missing or incorrect, (2) Guest preferences often fail to populate, (3) Subscription status not consistently reflected in reports. These gaps reduce our ability to personalize communication and erode trust in the platform’s data integrity. Arrivals and operational reports unreliable. Critical information, such as loyalty tiers and preference data, either does not pull through or appears inconsistently, compromising the front office and reservations workflow. Loss of previously available functionality: (1) Ongoing campaigns can no longer be edited without disabling them, which halts essential communications (e.g., confirmation emails). (2) This is a regression from the pre-CDP system and creates operational challenge. Guest-facing issues with the mobile app: (1) Guests regularly report that preference questionnaires, loyalty tier displays, and other app components fail to function. (2) This reflects poorly on the hotel, even though the issues originate from Revinate. Extremely limited communication and transparency: (1) Long gaps between updates (often months). (2) No clear ownership across Revinate teams, (3) No timelines or roadmaps despite repeated requests. For a mission-critical hospitality platform, this level of communication leaves customers feeling unsupported. Inadequate escalation path. We have repeatedly asked to speak with the technical team leaders responsible for resolving the issues, even for a single call to understand root causes. This has not been provided. Impact on Our Hotels: (1) Increased manual workload for our team, (2) Reduced confidence in automated guest communication, (3) Frustration from guests due to incorrect or missing app information, (4) Inability to rely on Revinate for accurate operational reporting, (5) Consideration of alternative CRM/CDP providers if core issues remain unresolved. Overall Assessment Revinate CRM used to be a reliable, hospitality-focused platform, but the CDP transition has introduced widespread issues that remain unresolved months later. The lack of transparency, slow communication, and loss of basic functionality significantly affect hotel operations. We would welcome a clear action plan, visible progress, and direct communication from product and engineering leadership. Until then, it is difficult to recommend Revinate CRM with confidence.
1.0
Terrible
Ease of Use
3.0/5
Customer Support
1.0/5
ROI
1.0/5
Implementation
4.0/5

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