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Zotaki Platform · Guest CRM & LoyaltyGuest CRM & Loyalty
One profile per guest, built automatically from every stay, booking and restaurant bill — with the history, preferences and verified contact details you need to bring them back directly instead of paying commission for them a second time.
- Last stay
- 12–14 Aug · Deluxe 204
- Usually books
- Deluxe, high floor
- Meal plan
- CP · no onion or garlic
- First came via
- Booking.com
- Last three
- Direct
- Anniversary
- 18 March
You already have this data. You are just not using it.
Every hotel has years of guest history sitting in registers, invoice books and an old spreadsheet. What it does not have is a way to ask "who stayed with us twice and has not come back since Diwali" and get an answer in three seconds.
One profile, every source
Segments in seconds
WhatsApp campaigns
Points and tiers
Member-only rates
Post-stay feedback
WhatsApp messaging partners
Campaigns delivered through the WhatsApp providers you know
Zotaki connects to these WhatsApp Business messaging providers; messaging is charged at the provider's own rate.
WhatsApp
WhatsApp
WhatsApp
WhatsApp
Why this matters
You paid a commission for a guest you already knew
A guest stayed with you in February. They liked it. In September they wanted to come back, opened an OTA app because that is what they always do, and you paid eighteen percent for a guest who was already yours.
Nothing was stopping you contacting them directly — except that nobody knew they existed. Their details were on a registration card in a drawer, and no one was ever going to go through that drawer.
- Regulars recognised by face, but not in any list
- Guest data spread across registers, invoices and WhatsApp
- No way to reach everyone who stayed last winter
- Preferences remembered by one receptionist who has now left
Where profiles come from
Built while you work, not entered afterwards
Nobody has time to maintain a guest database as a separate job. So the database maintains itself from things your team is already doing.
Every check-in
Name, mobile, address and ID captured at the desk become a profile the first time, and match to it every time after.
Self check-in
An OTP-verified mobile number — the single most valuable field you can hold. See self check-in.
OTA reservations
Whatever the OTA passes through lands on a profile, ready to be completed properly at check-in.
Restaurant & outlets
Bills charged to a room add F&B spend to the guest's history, so lifetime value is not just room revenue.
Deduplicated
Matched on mobile first, then email and ID. Genuine duplicates can be merged without losing either history.
Segments
The questions you could never answer before
Each of these is a filter, not a project. Pick one, see the list, message it.
Campaigns
Reach a segment where they actually read things
In India that means WhatsApp first, SMS second and email a distant third. Zotaki sends to the segment you picked, using approved templates, and tracks which bookings came back — so you find out what a campaign produced instead of guessing.
- WhatsApp, SMS and email from one screen
- Personalised with name, last stay and room preference
- Bookings attributed back to the campaign that caused them
- Consent recorded, unsubscribe honoured everywhere
Loyalty
Choose a mechanic that fits your property
A forty-room hotel does not need what a chain needs. Pick one of these and run it properly rather than launching a scheme nobody understands.
Member rate
A better price on your own booking engine, available only to guests who book direct. The simplest mechanic, and usually the most effective.
Tiers
Silver, gold and platinum by nights or spend, each with its own benefits — upgrade priority, late checkout, a welcome amenity.
Points
Earned per rupee across rooms and F&B, redeemable against a future stay. Balance visible to your desk and to the guest.
Recognition without a scheme
Sometimes the whole programme is your receptionist knowing it is their fourth visit and that they like a high floor.
Benefits that cost you little
Early check-in, late checkout, a room upgrade on a soft night — high perceived value, close to zero marginal cost.
Run your own numbers
What is moving one guest from OTA to direct worth?
You are not going to convert everybody, and you should not try. But a guest who has already stayed with you is the easiest direct booking you will ever get.
Commission you stop paying, per year
₹2,65,162
on guests you already served once, at your own rates.
- Guests moved to direct, a month
- 20
- Commission saved a month
- ₹22,097
- Worth of each recovered booking
- ₹1,116
- Commission you pay today, a year
- ₹13,25,808
OTAs are worth paying for — they bring guests who would never have found you. The argument is only about the second visit, where you are paying for a relationship you already own.
After the stay
Catch the complaint before it becomes a review
A post-stay message asks how it went. An unhappy answer goes privately to your manager while there is still time to fix it. A happy one gets pointed at Google or TripAdvisor. That is the entire mechanism behind most properties whose ratings quietly improve.
- Automatic post-stay message on WhatsApp or SMS
- Poor scores routed to a manager, not a public page
- Satisfied guests nudged towards a public review
- Recurring complaints visible as a pattern, not anecdotes
Ask at the right moment
The morning after checkout, when the stay is fresh and the guest is not standing at your counter being polite.
Read it as data
Six mentions of the shower in one month is a plumbing job, not six unlucky guests.
Kept on the profile
So the next time they book, whoever takes the call knows what went wrong last time.
Worth saying plainly
Three things to be realistic about
OTAs will not hand over contact details
You will often get a masked email and no phone number. The only reliable moment to capture a real, verified mobile is at check-in — which is why self check-in matters more than any CRM feature.
Messaging is not free
WhatsApp and SMS are charged per message by the operator. A campaign to a thousand lapsed guests costs real money — which is a good reason to segment rather than blast.
A loyalty scheme is a promise
Points a guest cannot easily redeem are worse than no programme at all. Start with a member rate you will honour every time, and add complexity only if it earns its place.
Frequently asked questions
Where do guest profiles come from?
Front desk check-ins, your booking engine, OTA reservations through the channel manager, self check-in submissions and restaurant bills charged to a room — all feeding the same profile.
How are duplicate profiles avoided?
Guests are matched on mobile number first, then email and ID document. Genuine duplicates can be merged, keeping the stay history and spend of both.
Do I get contact details from OTA bookings?
Only what the OTA passes on, which is often a masked email and sometimes no phone number. The reliable way to get real details from an OTA guest is at check-in.
Can I send campaigns on WhatsApp?
Yes, along with SMS and email — to a chosen segment, using approved templates, with results tracked against bookings.
What segments can I build?
Repeat guests, lapsed guests, high spenders, corporate guests, guests from a city, birthdays and anniversaries this month, and anyone who stayed in a date range.
How does the loyalty programme work?
You choose: points per rupee redeemable against a stay, tiers with their own benefits, or a straightforward member rate for direct bookers.
Can members get a better rate than OTAs show?
Yes — and it is the most effective loyalty mechanic most Indian properties have, because it gives a concrete reason to book with you next time.
Does it collect guest feedback?
Yes. A post-stay message requests feedback, routes unhappy responses privately to your manager, and points satisfied guests towards a public review.
Is this compliant with consent rules?
Marketing consent is recorded per guest and can be withdrawn, unsubscribe is honoured across channels, and retention periods are configurable under the DPDP Act.
Do I need extra software for this?
No — the CRM is part of the PMS and reads the guest and booking data your front desk already creates. Messaging is charged at the underlying WhatsApp or SMS rate.
See your own guest list, segmented
Thirty minutes. Bring whatever guest data you already have — a register, an old spreadsheet, invoice books — and we will show you what it looks like as profiles, segments and a campaign you could actually send this week.