# Familiar — Full Site Content > Familiar is the AI coworker that brings your hotel's guests back — working your whole guest base to drive repeat, direct revenue across every channel. EU-hosted and GDPR-compliant. --- ## Homepage ### The AI coworker that brings your hotel's guests back Familiar is a proactive AI agent for hotels. It works your whole guest base to drive repeat, direct revenue — finding the opportunities, running the work across every channel, and proving the results. ### Finds, runs, and proves revenue Familiar watches your guest data around the clock, surfaces the next best revenue move, runs the campaigns and journeys to capture it, and attributes the bookings it drives — so you see exactly what it earned. **Product areas:** Agent, Journeys, Audiences, Campaigns, Surveys **Trusted by:** Grand Hotel des Bains, Casa Monti, Coeur de Megeve, Vermelho, Relais de Chambord, La Fantaisie, Marugal, Astotel, DoYield, Leitmotiv ### Turn scattered guest data into a single source of truth Familiar connects to your PMS, website, and SaaS tools to transform siloed guest data into clean, actionable profiles. **Integrations:** - Property Management: Opera, Mews, Apaleo, Misterbooking - Web tracking: GTM, Webflow, Sabre - Restaurant: Lightspeed, Zenchef, SevenRooms - Spa: Book4Time, Trybe, Mindbody ### From insight to action in one platform Ask questions in natural language, build targeted campaigns, create precise audience segments, and automate multi-step guest journeys. All without switching tools. 1. **Ask your data** — Real-time business and marketing intelligence at your fingertips. Spot opportunities early, ask about booking trends, and let the agent recommend the next best action — before revenue slips away. 2. **Build campaigns** — Intelligent content automation with reusable templates, dynamic content blocks, and personalization systems that deliver relevant experiences to every guest. 3. **Segment with precision** — Create precise, dynamic segments using bookings, demographic data, engagement levels and any imported or collected guest information for ultra-targeted campaigns. 4. **Automate anything** — Multi-channel guest journeys that reach guests at critical moments, adapt to behavior in real-time, and turn interest into profitable relationships. ### AI-native hospitality intelligence Familiar surfaces what matters before you ask. From booking forecasts to satisfaction trends, the agent monitors your data around the clock and recommends the next best action to take. **Next best action** — Familiar recommends the next best marketing action based on real business forecast. Examples: "Pickup for Sept is 20% lower than same time last year — Launch early-bird campaign", "ADR for Junior Suite down last month — Target high-spend guests". **Template galleries** — Leverage a marketplace of templates, built by expert marketers, and get set in a click. Templates include: High-value customers, Cart abandonment reengagement, Post-departure survey, Booking confirmation. ### Solutions for every hotel size For independent hotels, hotel groups, and hospitality agencies. Different size, same challenge: understanding your guests and figuring out the next best marketing action. - **Independent Hotels**: Sync your data and start sending campaigns in minutes — no setup fee, no commitment. - **Hotel Groups**: Advanced automations, guest surveys, and centralized management across all your properties. - **Hospitality Agencies**: Run marketing for every hotel client from one place, with per-client data isolation. --- ## Agent ### A proactive AI agent that works your guest base Familiar finds revenue opportunities, runs the work across every channel, and proves the results. It is built from specialized agents you drop into any journey — so the right expertise handles the right moment. ### Finds the opportunity Familiar watches booking pace, spend, engagement, and satisfaction signals around the clock and surfaces the next best move before revenue slips away — no dashboards to check. ### Runs the work Once you approve, the agent drafts, personalizes, and sends across email, SMS, and WhatsApp, and orchestrates multi-step journeys on live PMS data — not just recommendations, but the work done. ### Proves the results Every action ties back to the bookings and revenue it drove, so you always know what the agent earned. --- ## Journeys ### Automate the moments that matter Design multi-step journeys triggered by real guest behavior. From pre-arrival to post-stay, Familiar orchestrates the right message at the right time across every channel. ### Drag, drop, done Combine triggers, conditions, and actions into multi-step journeys that run themselves. From a booking confirmation to a post-stay review request, map out every touchpoint in a visual canvas — then let Familiar handle the rest. ### Connects to the tools you already use Journeys plug directly into your PMS, booking engine, and communication channels. Every trigger, condition, and action runs on live data — no CSV exports, no manual syncs. ### Journey templates Browse ready-made journeys designed by hospitality marketers. Install a template, customize it, and go live in minutes. - **Pre-arrival preparation**: Welcome email with stay details and upsell opportunities, timed to check-in. - **Post-stay review request**: Automated survey 24 hours after check-out with follow-up based on NPS score. - **Booking abandonment**: Re-engage guests who started but did not complete their reservation. - **Birthday and anniversary**: Personalized offers triggered by guest profile dates across email and WhatsApp. - **OTA win-back**: Convert OTA guests to direct bookers with targeted post-stay incentives. - **Loyalty re-engagement**: Bring back dormant guests with tailored messages based on past stay patterns. - **Upsell & cross-sell**: Promote spa, dining, and room upgrades based on guest profile and stay dates. --- ## Audiences ### Know every guest before they arrive Build dynamic audiences from booking data, stay history, engagement signals, and survey responses. Every segment updates in real time — so your campaigns always reach the right guests. ### Every filter you can think of Booking source, room category, stay frequency, NPS score, email engagement, spending patterns, survey answers. Combine any guest attribute into segments that update automatically as new data flows in. ### Bring your own data Import guest lists from CSV files or connect your website forms to capture leads in real time. Every imported contact enriches automatically when matched to a PMS booking. ### Segments that build themselves Familiar syncs with your PMS, website, and guest-facing tools so every new booking, interaction, and survey response enriches your segments automatically. ### Audience templates - **VIP guests**: Guests who stayed 3+ times or booked suites — perfect for exclusive offers. - **Win-back**: High-value guests who haven't booked in 12 months. Re-engage before they churn. - **Upcoming arrivals**: Guests checking in within 7 days. Ideal for pre-arrival upsell campaigns. - **Couples & romance**: Two-guest bookings with spa or dining add-ons. Target with romance packages. - **Promoters**: Guests who scored NPS 9-10. Ask for reviews or refer-a-friend. - **F&B enthusiasts**: Guests who booked restaurant or bar experiences. Promote culinary events. - **Event attendees**: Past conference or event guests. Invite them to upcoming editions. - **High spenders**: Top 10% by total revenue. Reward loyalty with early access and perks. --- ## Campaigns ### Messages your guests actually open Design stunning campaigns with a drag-and-drop editor, personalize every detail with live guest data, and reach the right audience at the right time. Connected to your PMS so every message stays relevant. ### Email, SMS, and WhatsApp — all in one place Create email campaigns with a visual editor, or compose SMS and WhatsApp messages for more direct outreach. Every channel pulls from the same guest profiles and audience segments, so your messaging stays consistent without switching tools. ### Every message feels personal Merge tags pull guest name, room type, stay dates, and property details into every message. Each recipient sees content that feels written just for them — because it practically is. ### AI translation & smart timing Translate campaigns into any language with one click and let AI pick the optimal send time for each recipient. Guests in Tokyo and Paris both get the message when they're most likely to open it. ### Revenue you can attribute Track opens, clicks, and — most importantly — bookings that came from each campaign. See exactly how much revenue your emails, SMS, and WhatsApp messages are driving. ### Consent built in Every message respects guest preferences. Opt-in status is tracked per channel, unsubscribe links are automatic, and your sending reputation stays clean. GDPR compliant by default. ### Bring your own templates Import any HTML email template and it becomes fully editable inside Familiar. Your team keeps the designs they've already invested in — no rebuilding from scratch. Drag, drop, and customize just like any native template. ### Campaign templates - **Monthly newsletter**: Share property news, upcoming events, and seasonal highlights with your full guest database. - **Special offer**: Promote a limited-time rate, package deal, or last-minute availability to drive bookings. - **Event announcement**: Invite guests to wine tastings, cooking classes, spa openings, or seasonal celebrations. - **Pre-arrival upsell**: Offer room upgrades, spa packages, or dining reservations before guests check in. - **Review request**: Ask satisfied guests to leave a review on Google or TripAdvisor after their stay. - **Win-back**: Re-engage past guests who haven't returned with a personalized offer or what's new. - **Early bird**: Reward loyal guests with early access to peak-season rates or new property openings. - **Loyalty program**: Announce tier upgrades, reward points, or exclusive member benefits to your repeat guests. --- ## Surveys ### Capture feedback that drives action Stop guessing what guests think. Build surveys in minutes, send them at the perfect moment, and turn every response into a profile insight or an automated follow-up. ### AI sentiment analysis Hundreds of responses, one clear picture. AI reads every answer, detects sentiment, and surfaces what matters — so you act on trends, not gut feelings. ### Conditional logic Ask smarter, not longer. Show or hide questions based on previous answers so every guest gets a short, relevant experience. ### Survey templates - **Post-stay satisfaction**: NPS score + open-ended feedback collected 24 hours after check-out. - **Spa feedback**: Rate the spa experience with follow-up for low scores. - **Pre-arrival preferences**: Collect room, pillow, and dietary preferences before check-in. - **Restaurant**: Quick 3-question survey sent after a restaurant reservation. - **Check-in experience**: Measure first impressions within hours of arrival. - **Event feedback**: Gather attendee impressions after conferences and events. - **Loyalty program**: Evaluate member satisfaction and uncover ways to increase retention. - **Concierge quality**: Rate the helpfulness of concierge recommendations and bookings. --- ## Independent Hotels ### Up and running in minutes Connect your PMS, send your first campaign, and automate guest communication — no technical setup, no training required. ### Connect your PMS in two clicks Manually exporting guest lists, cleaning up spreadsheets, and uploading contacts before every campaign — that's not what you signed up for when opening a hotel. With Familiar, connect your PMS once and every booking, check-in, and guest profile flows in automatically and stays up to date. ### Stop juggling five tools to send one email Mailchimp for campaigns, a spreadsheet for contacts, your PMS for booking data, another tool for surveys, and sticky notes for follow-ups. It adds up fast. Familiar brings campaigns, journeys, surveys, and guest profiles into one place, so your marketing runs from a single screen. ### No strings attached Most hotel software comes with onboarding fees, multi-year contracts, and penalties if you leave. Not Familiar. Start for free, upgrade when you're ready, and leave whenever you want. Your data is always yours. We'd rather earn your loyalty than lock you in. --- ## Hotel Groups ### One agent for every property Manage campaigns, guest data, and journeys across all your properties from a single dashboard. Share what works, customize what matters. ### Manage everything from one place Duplicating campaigns by hand, reconciling guest lists across properties, and hoping everyone follows the same playbook — that doesn't scale. With Familiar, every property lives under one roof. Switch between hotels in a click, compare performance side by side, and keep your entire portfolio aligned. ### Design once, push everywhere Define colors, fonts, and logos for each property as design tokens. Build a campaign or journey at the group level and push it to any hotel. Each property automatically gets its own branded version. Update a token and every template updates with it, across all properties, instantly. ### Live across all properties in days, not months Skip months of implementation, technical consultants, and endless configuration calls for each property. Familiar connects to your PMS in minutes. Roll out to one property, prove it works, then deploy to the rest of your portfolio in a few clicks. No project manager required. --- ## Hospitality Agencies ### Run marketing for every client from one place Manage every hotel client from a single workspace. One agent per client — finding revenue, keeping each account's data isolated, and onboarding new clients in days. ### Keep every client's data separate SSO, role-based access, and per-client data isolation are table stakes when you hold other people's data. Familiar supports them all out of the box, so every client's guests, consents, and campaigns stay theirs alone, and your team still moves at agency speed. ### Onboard a new client in days Migrating a client's portfolio isn't a self-serve project. Connect their PMS, import their guests, and go live in days — with each account fully isolated from the rest. ### AI that finds what you'd miss Dozens of accounts generating thousands of data points every day. No team can monitor all of it. Familiar surfaces revenue opportunities and recommends the next best action for every client, so your team focuses on strategy instead of spreadsheets. --- ## Manifesto ### The tools hotels rely on were built for a world that no longer exists. **The world has changed.** Every other industry has been transformed by the convergence of two forces: the demand for hyper-personalization and the rise of AI that can act, not just analyze. Consumers now expect every interaction to feel personal. At the same time, artificial intelligence has crossed a threshold. It no longer waits for instructions. It observes, learns, decides, and acts. Marketing is shifting from reactive to autonomous. **Hospitality is falling behind.** Hotels sit on some of the richest customer data in any industry: booking history, on-property behavior, preferences expressed across dozens of touchpoints. Yet most of this data goes unused. The marketing tools available to hotels today were designed for a different era. They rely on basic segmentation, batch-and-blast emails, and manual campaign scheduling. Legacy CRMs were built to store contacts, not to think. Hotels deserve better. **What we believe:** 1. **Data is the foundation, not the feature.** Hotels have the data. They just lack a system that unifies it. 2. **Automation should be intelligent, not just automatic.** Sending an email three days after checkout is a timer, not intelligence. 3. **The future is agentic.** The next leap is marketing that runs itself. Not replacing marketers, but amplifying them. **A new category.** We call it Predictive Guest Engagement: a system that does not just store data or send messages, but makes decisions. At its core is a Marketing Decision Engine built in three stages: - **Data Unification** — Every guest interaction, from every system, resolved into a single living profile. - **Intelligent Automation** — Campaigns that trigger based on real guest context, not static rules. - **Agentic Marketing** — AI that autonomously identifies opportunities, recommends actions, and executes them. The hotels that move first will define what comes next. The winners will not be the ones with the biggest budgets. They will be the ones with the best systems. Systems that learn, adapt, and act. We are building Familiar to be that system. --- ## Pricing Simple, flat pricing that scales with your portfolio. Billed annually. Start free for 2 weeks, no credit card required. ### Core — €349/month Everything one property needs to get going. - Up to 50 rooms - 1 property - PMS integration - Email - Pay-as-you-go AI credits (redeemable for Agent, SMS, and WhatsApp) - Standard support - Standard onboarding ### Growth — €899/month Run several properties from one command center. Most popular plan. - 50–250 rooms - Up to 5 properties - All channels (email, SMS, WhatsApp) - All integrations - 10,000 AI credits/month - Priority support - Personalized onboarding ### Enterprise — Custom pricing For large chains, groups, and agencies. - Unlimited rooms - Unlimited properties - All channels and integrations - 50,000 AI credits/month - Dedicated CSM - Migration and onboarding service - SSO & SCIM - Property groups ### FAQ - **Free trial**: 2 weeks full access, no credit card required. - **How pricing works**: A flat price for a band of rooms across your connected properties — no per-guest or per-contact fees. Core covers up to 50 rooms in one property, Growth up to 250 rooms across up to 5 properties, and Enterprise is tailored to larger portfolios. - **Switching plans**: Upgrade or downgrade anytime. - **PMS integrations**: Mews, Opera, Misterbooking, and more. - **Contract**: Plans are billed annually, with no per-guest fees. Cancel at renewal. - **Setup time**: Most independent hotels are live within 15 minutes. Growth and Enterprise accounts get dedicated onboarding. - **GDPR compliant**: Yes, built for European hospitality. Full DPA available. - **Data portability**: 30 days to export after cancellation. --- ## Contact Get in touch. Whether you're an independent hotel, a hotel group, or a hospitality agency, we'd love to hear from you. Contact form: https://www.familiarhq.com/contact --- ## Company Info - **Name**: Familiar SAS - **Website**: https://www.familiarhq.com - **App**: https://app.familiarhq.com - **Documentation**: https://www.familiarhq.com/docs - **LinkedIn**: https://www.linkedin.com/company/familiartech - **GDPR Compliant**: Yes