Top 20 Hotel PBX Systems To Unify Hotel Communications In 2024
10 Best Hotel PBX Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
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As a seasoned professional in the hospitality industry, I understand your need for efficient, reliable, and user-friendly communication systems. The right hotel PBX (Private Branch Exchange) system can streamline communication among your staff and with your guests, elevating your service and improving your operations.
The hospitality phone systems on my list address significant communication challenges, from handling high call volumes to delivering clear and reliable calls that enhance the guest experience. Let me guide you through my top options, which have the potential to revolutionize your hotel operations and ensure you're providing the best possible service to your guests.
What Is A Hotel PBX?
A hotel PBX, short for Private Branch Exchange, is a private telephone network that handles all inbound and outgoing calls within a hotel or hospitality business. This business phone system allows hotels to manage and distribute incoming and outgoing calls, providing an essential communication bridge between hotel staff and guests.
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From small boutique hotels to large resort chains, any entity in the hospitality sector can leverage a hotel PBX to streamline its communications. The tool is primarily used to manage check-ins, reservations, inquiries, internal staff communication, wake-up calls, room service, concierge desk, and much more. Ultimately, it is crucial in providing top-tier guest service and smooth hotel operations.
Best Hotel PBX Summary
| Tools | Price | |
|---|---|---|
| Squaretalk | From $15/user/month | Website |
| Aircall | From $30/license | Website |
| JustCall | From $19/user/month (billed annually) | Website |
| RingCentral | From $19.99/user/month (billed annually) | Website |
| Cloud5 Communications | Pricing upon request | Website |
| HotelLink | Pricing upon request | Website |
| XorCom | From $15/user/month (billed annually) | Website |
| Dialexia | Pricing upon request | Website |
| Yeastar | From $10/user/month (billed annually) | Website |
| ThinkSimplicity | From $15/user/month. | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareBest Hotel PBX Reviews
Squaretalk is a cloud-based communication platform that offers a comprehensive PBX (Private Branch Exchange) system tailored for various industries, including hospitality. It provides a reliable and scalable solution for managing internal and external communications.
Why I Picked Squaretalk: The platform's auto-attendant feature allows for efficient call routing, ensuring that guest inquiries and requests are directed to the appropriate department without delay. Additionally, its voicemail-to-email functionality enables hotel staff to respond promptly to missed calls, enhancing overall guest satisfaction.
Standout Features & Integrations:
Squaretalk also offers other standout features like real-time reporting and a user-friendly dashboard that provides hotel managers with valuable insights into communication patterns and staff performance. Key integrations include Salesforce, Zoho CRM, Freshworks, Pipedrive, and Lynx.
Pros and cons
Pros:
- Has global reach
- Advanced features such as predictive dialing and intelligent call routing
- High call quality
Cons:
- Many predictive dialer features limited to higher-tier plans
- Could offer more options for customization
Aircall
Best for simplified call center operations in hotel management
Aircall is a cloud-based phone system designed to streamline call center operations. By providing robust call-handling capabilities and insightful analytics, it supports efficient customer service and management in hotel businesses. This makes it a powerful tool for any hotel establishment looking to simplify their call center operations.
Why I Picked Aircall: I chose Aircall for its superior call management features and insightful analytics. The platform's ability to effectively handle high-volume calls while providing detailed insights into call data sets it apart. Given its proficiency in streamlining call center operations, Aircall seems particularly suited for hotel management, where efficient customer service is key.
Standout Features & Integrations:
Aircall stands out with its strong call handling capabilities, including smart call routing, power dialer, and intuitive interactive voice response (IVR) system. Furthermore, it integrates easily with various popular platforms such as Salesforce, HubSpot, and Slack, which can boost productivity and streamline operations.
Pros and cons
Pros:
- Detailed call analytics
- Integrates with major CRM and team collaboration platforms
- Powerful call-handling capabilities
Cons:
- Additional costs may apply for international calls
- The lowest-priced plan is billed annually
- No fully free tier is available
JustCall is a cloud-based phone system designed to facilitate multi-channel customer engagement. Designed for businesses in various sectors, including hospitality, JustCall offers the tools necessary for efficient and effective communication with customers. The platform's capacity for multi-channel engagement makes it an ideal choice for the dynamic communication needs of the hospitality industry.
Why I Picked JustCall: JustCall stood out for its particular strength in managing multi-channel customer engagement. I chose this tool because it provides an array of features to facilitate various types of communication. JustCall differentiates itself with its easy-to-use interface and comprehensive feature set. Given the dynamic nature of customer engagement in the hospitality sector, I determined that JustCall is best suited for this role.
Standout Features & Integrations:
Some of JustCall's standout features include its cloud-based telephony, SMS capabilities, and the option to use local numbers from over 58 countries. These facilitate multi-channel customer engagement, a critical aspect of successful operations in the hospitality industry. JustCall also integrates with a variety of CRM and Helpdesk software, such as Salesforce, Zendesk, and Hubspot, to provide a well-rounded communication solution.
Pros and cons
Pros:
- Local numbers availability from over 58 countries
- Integration with major CRM and Helpdesk software
- Efficient multi-channel communication
Cons:
- The interface may seem complex to first-time users
- More advanced features require a higher-priced plan
- No permanent free tier offered
Best for feature-rich cloud-based communication solutions and advanced call forwarding with a high-quality softphone application
RingCentral is a cloud-based communication and collaboration platform that enables businesses to stay connected through voice, video, team messaging, and more. With its robust set of features and advanced call forwarding options, RingCentral shines in providing a high-quality softphone application for enhanced communications in the hotel industry.
Why I Picked RingCentral: I selected RingCentral for its comprehensive suite of communication tools and its exceptional softphone application. Compared to other platforms, RingCentral provides more versatility with its advanced call-forwarding feature. It's clear that RingCentral stands out as best for establishments seeking a feature-rich cloud-based solution, voicemail transcription feature, and an advanced call-forwarding system in their softphone application.
Standout Features & Integrations:
RingCentral provides several standout features, including video conferencing, team messaging, and advanced call handling - all accessible from their superior softphone application. Furthermore, RingCentral can be integrated with various business tools such as Salesforce, Microsoft 365, and Google Workspace, enabling streamlined workflows.
Pros and cons
Pros:
- Wide array of integrations with business tools
- Advanced call handling with high-quality softphone application
- Comprehensive suite of communication tools
Cons:
- International calling is an add-on and not included in the base pricing
- Some features are only available at higher price tiers
- No permanent free plan is available
Best for unified communication solutions in large-scale hotels
Cloud5 Communications offers comprehensive communication solutions designed specifically for the hospitality industry. The tool delivers unified communication systems that are perfectly suited for large-scale hotels. By seamlessly integrating different communication methods, Cloud5 optimizes and streamlines interactions.
Why I Picked Cloud5 Communications: Cloud5 Communications caught my attention due to its specific focus on large-scale hotels. The tool offers a unique combination of unified communications, which I determined to be quite advantageous for larger establishments with complex communication needs. For this reason, I concluded that Cloud5 is best for large-scale hotels seeking an integrated solution for their various communication channels.
Standout Features & Integrations:
Key features of Cloud5 include its high-speed data solutions, advanced voice systems, and comprehensive unified communication strategies. These features make it possible to have seamless and efficient communication processes within large-scale hotel operations. For integrations, Cloud5 integrates with major PMS systems, as well as other tools like call accounting systems, which are commonly used in the hospitality sector.
Pros and cons
Pros:
- Integration with major PMS and call accounting systems
- Offers unified communication solutions
- Tailored for large-scale hotels
Cons:
- Some users have mentioned a need for more detailed user training
- Pricing structure may not be suitable for all businesses
- No free tier or trial version offered
HotelLink is a hospitality communication platform that employs innovative strategies to help increase direct bookings. Their tools enable improved communication with potential guests and provide integrated booking features for a streamlined customer experience. As such, it is particularly well-suited to establishments looking to boost direct booking rates.
Why I Picked HotelLink: I chose HotelLink for its innovative approach to guest communication and its effective promotion of direct bookings. Its ability to provide these services in a cohesive and integrated manner makes it a standout choice. Given its unique emphasis on enhancing direct bookings with cutting-edge communication tools, HotelLink secures its position as the best in this category.
Standout Features & Integrations:
HotelLink's standout feature is its direct booking enhancement capabilities, enabled by its integrated communication tools. Furthermore, the platform provides seamless integration with major property management systems and channel managers, facilitating an efficient and cohesive operational environment.
Pros and cons
Pros:
- Tailored pricing structure
- Seamless integration with existing systems
- Specialized focus on enhancing direct bookings
Cons:
- May not be cost-effective for smaller establishments
- Pricing information isn't publicly available
- No free tier or trial version available
Why I Picked XorCom: I've chosen XorCom for its impeccable reliability and focus on ensuring uninterrupted service, which is paramount in the hotel industry.
This tool guarantees high-availability redundancy, making it particularly adept at maintaining seamless communication, even in the event of unexpected issues. Its unique feature set aligns it perfectly to cater to a busy hotel's high demand — from the front desk to the guest rooms — and constant uptime needs, making it one of the best hotel phone system providers.
Standout Features & Integrations:
XorCom impresses with its advanced IP-PBX features, such as an auto attendant, call recording, and caller ID functionality. Its high-availability redundancy sets it apart, which ensures that your hotel's communication remains uninterrupted.
The system also integrates effortlessly with various hotel management systems, including CRM integration, through its user-friendly apps, providing a more holistic and streamlined approach to managing your operations. Not only does it improve the efficiency of your staff, but it also enhances the overall experience of the hotel guest.
Pros and cons
Pros:
- Effective integration with multiple hotel management systems
- Comprehensive feature set designed for hotel operations
- High-availability redundancy ensures reliable communication
Cons:
- The user interface might have a learning curve for some users
- Pricing could be considered steep for smaller establishments
- No free plan is available; only a demo
Dialexia provides a robust PBX solution that can be customized to accommodate any size hotel. It's an IP-based system designed to manage phone services in a more efficient, streamlined manner, which can be beneficial to hospitality businesses of all sizes.
Why I Picked Dialexia: In selecting Dialexia, it was the customizability and scalability that primarily attracted my attention. It stands out for its ability to provide tailored solutions depending on the size of the hotel, making it a versatile option for both small and large-scale operations. Considering its adaptability to varying business sizes, I believe Dialexia is best suited for offering a tailored PBX solution for every hotel size.
Standout Features & Integrations:
Dialexia's customizable PBX solutions are its most significant feature. They allow for scalability as your hotel grows. Additionally, the platform integrates with a wide array of third-party software solutions, enabling a more comprehensive service. This includes CRM tools and billing software, further enhancing its utility for hotel management.
Pros and cons
Pros:
- Tailored pricing based on specific needs
- Broad range of integrations with other software tools
- Customizable solutions that scale with your business
Cons:
- Could be more complex to set up due to its custom nature
- Pricing is not transparent; direct contact is necessary for a quote
- No free trial or tier is available
Yeastar
Best for cost-effective IP-PBX solutions in the hospitality sector, offering a reliable softphone application
Yeastar is a powerful IP-PBX solution tailored to meet the specific requirements of the hospitality sector. The platform provides a reliable softphone application that allows for efficient, cost-effective telecommunication. This is especially beneficial for businesses in the hospitality sector that often deal with high volumes of calls.
Why I Picked Yeastar: In my search for the most effective telecommunication tools, Yeastar emerged as a clear choice. This selection was informed by its focus on the hospitality sector and the provision of cost-effective IP-PBX solutions. Its standout feature, a reliable softphone application, complements the need for efficient communication within this industry. Thus, I confidently chose Yeastar as the best for this niche.
Standout Features & Integrations:
Yeastar's key features include its robust softphone application and its efficient IP-PBX solutions. The softphone application facilitates smooth internal and external communications, while the IP-PBX system ensures cost-effective call handling. As for integrations, Yeastar can seamlessly connect with numerous third-party applications, including popular CRM tools and other hospitality-focused software, to enhance operational efficiency.
Pros and cons
Pros:
- Effective integration with CRM tools and hospitality-focused software
- Reliable softphone application for efficient communication
- Specializes in IP-PBX solutions, making it ideal for the hospitality sector
Cons:
- Some users have reported a steep learning curve for new operators
- More advanced features require a higher-priced plan
- Lack of a perpetual free tier may discourage some potential users
ThinkSimplicity provides an integrated voice solution designed to elevate hotel operations. By centralizing communications and simplifying telephony processes, it enhances the guest experience in hospitality settings. Its intuitive approach makes it ideal for transforming the guest experience with straightforward telephony.
Why I Picked ThinkSimplicity: ThinkSimplicity earned its place on this list due to its commitment to simplicity and centralization in communication. The tool stands out because it specifically caters to the hospitality industry, aligning with the requirements of hotels of varying sizes. I believe it's 'best for' transforming guest experience as it offers an intuitive telephony solution that aids in providing exceptional guest service.
Standout Features & Integrations:
ThinkSimplicity excels with its key features such as automated attendant, call accounting, and voice messaging. These features provide a comprehensive voice solution for hotels. It also offers integrations with major property management systems (PMS), contributing to a more streamlined hospitality management process.
Pros and cons
Pros:
- Customizable to specific hotel needs
- Integration with major PMS
- Comprehensive voice solution for hotels
Cons:
- Customization may require additional setup time
- Pricing is not transparent
- No free plan or trial
Other Hotel PBX
Below is a list of additional hotel PBX I shortlisted but did not make it to the top 10. Definitely worth checking them out.
- 3CX
Best for seamless integration with property management systems and enabling efficient conference calling and video conferencing
- CloudTalk
Best for data-driven decision-making in hospitality communication
- Ooma
Best for robust and reliable hotel phone system with excellent conference calling features
- GoCo
Good for comprehensive HR solutions in hospitality
- Vonage
Good for powerful and reliable communication solutions
- Acefone
Good for streamlined communication with hosted PBX solutions
- VirtualPBX
Good for robust virtual PBX systems in hospitality
- Akia
Good for leveraging AI for personalized guest communication
- Guest Suites Hotel Management Software
Good for PBX and voicemail integration in hotels
- Zadarma
Good for cost-effective cloud-based PBX solutions for hotels
Hotel PBX Selection Criteria
I've had the opportunity to test and analyze many hotel PBX systems. While many of them have countless features, not all are equally beneficial for a hotel setup. Therefore, I prioritized specific criteria that I believe are critical to the efficacy of a hotel phone system. These are the key aspects I considered:
Core Functionality
To efficiently run your hotel business, a competent hotel PBX should enable you to:
- Manage and route multiple simultaneous inbound calls efficiently
- Integrate seamlessly with your existing Property Management System (PMS)
- Provide high-quality, reliable calls, both internally and externally
- Automate routine tasks such as wake-up calls or general inquiries
Key Features
The standout features I looked for include the following:
- High-Availability Redundancy: This feature ensures the continuity of service even in unforeseen circumstances, which is critical for hotels that operate around the clock.
- Auto-Attendant: An automated response system to handle simple inquiries, incoming calls, and issue notifications, saving your staff valuable time.
- Call Queuing: Efficiently manage multiple calls, ensuring no guest waits too long.
- Call Routing: Advanced call routing options to ensure that every call reaches the correct department
- Voicemail-to-Email: Transcribing voicemails to email can help maintain a record of all communications and never miss any important information.
- Integration Capabilities: The ability to integrate with other hotel systems like Property Management System (PMS), Customer Relationship Management (CRM), etc.
Usability
The user experience of a hotel PBX system plays a significant role in its effectiveness. Here are the specifics:
- Simple Onboarding: The PBX system should have an intuitive interface that allows users to understand and use the system easily without the need for extensive training, whether on a desk phone, softphone, or dedicated apps.
- Reliable Customer Support: Given the 24/7 nature of hotels, a PBX system should have a robust support system ready to resolve any issues at any time.
- Role-based Access: To ensure security and efficiency, the system should be able to assign access based on roles. This can prevent misuse and ensure the correct information reaches the right people.
- Scalability: As hotels grow and expand, their PBX system should be able to adapt and accommodate that growth. Therefore, scalability is a crucial aspect to consider.
Hotel PBX Frequently Asked Questions
What are the benefits of using a hotel PBX system?
A hotel PBX system brings a range of benefits to the hospitality sector, including:
- Efficient Call Management: It handles multiple calls simultaneously, distributes them into ring groups, and offers call forwarding to direct them to the right departments or rooms.
- Enhanced Customer Service: With features like auto-attendant, your guests can get prompt responses to common inquiries.
- Seamless Integration: A sound PBX system integrates with your existing property management system, enabling better coordination and communication.
- Increased Productivity: Automating routine tasks, such as wake-up calls or standard inquiries, saves your staff and front desk team time and effort.
- Cost-Effective: It eliminates the need for multiple phone lines and reduces telecom expenses.
How much do hotel PBX systems typically cost?
The pricing of hotel PBX systems can vary widely depending on the size of the hotel, features, and vendor. However, plenty of PBX systems offer cost-effective VoIP phone services. Most providers use a per-user, per-month pricing model, but some also provide packages or tiered pricing inclusive of international calling. Prices can start from as low as $10/user/month and go up to $50/user/month or more for advanced features, including international calling. Some vendors, like Cisco, offer large hotels or chains volume discounts.
Which is the cheapest and the most expensive hotel PBX system?
Zadarma stands out as one of the most cost-effective options among the PBX systems we’ve discussed, with pricing starting at around $10/user/month. On the other hand, a feature-rich PBX system like XorCom can cost upwards of $50/user/month, depending on your specific requirements.
Are there any free hotel PBX options or apps available for my small business?
Most hotel PBX providers don’t offer entirely free solutions due to the comprehensive services and support required. However, many PBX phone system providers issue demos or trial periods for you to test their service before committing to a paid plan. This allows small business owners to evaluate their usefulness before investing in a paid plan.
Can a hotel PBX system handle international calls?
Yes, most hotel PBX systems, as part of their telephone system package, offer international calling capabilities. However, the rates for these calls may vary depending on the provider and the destination country.
Can a hotel PBX system be used with room phones?
Yes, a robust hotel PBX system should be compatible with room phones. This compatibility allows guests to make room-to-room calls, contact the front desk, or dial external numbers.
Do PBX systems support conference calling?
Yes, many PBX systems include conference calling capabilities, allowing for simultaneous participation in phone calls by multiple people. This is useful for internal team meetings or speaking with guests simultaneously.
What is the difference between VoIP and PBX?
VoIP systems allow you to make voice calls using a broadband internet connection instead of a traditional phone line. It converts voice signals into digital signals that travel over the internet. VoIP providers include companies like Vonage, Cisco, GoToConnect, Nextiva, and others.
PBX, on the other hand, is a private telephone network used within a company or organization. The users of the PBX phone system can communicate internally (within their company) and externally (with the outside world), using different communication channels like Voice over IP, ISDN, or analog.
Summary
In determining the best hotel PBX system, it is crucial first to understand your hotel's unique needs as different systems cater to diverse requirements. Some may prioritize simplicity and ease of use, while others may offer a comprehensive set of features.
Integration with your existing software ecosystem is a vital factor to consider as this can significantly streamline your workflow. Therefore, identifying PBX systems that integrate well with your current hotel management systems can prove beneficial.
Lastly, while it might be tempting to gravitate towards the least expensive or free options of these new phone systems, remember to assess the price-value ratio. This involves considering the range of features and benefits against the cost. The most suitable PBX system should provide a balance of functionality and cost-effectiveness, offering value for your money.
What Do You Think?
We hope this guide has provided you with valuable insights to help you choose the best hotel PBX system for your needs. However, we acknowledge that there may be other excellent tools out there that we may not have included in this list.
We invite you to share your experiences and suggest any other hotel PBX tools you've found beneficial. Your input could be incredibly helpful to others in the community who are also on the lookout for effective communication solutions in the hospitality industry.