Relationship marketing has become more important in recent years in service companies, and of course in the hotel industry, given that with the development and evolution of information technologies, the client has been offered countless possibilities to satisfy their demands, demanding increasingly personalised services, having the opportunity to access a large volume of information that allows them to compare and choose the option that best suits their needs. This is why the relationship with the guest and the construction of long-term relationships with them has become a task of the utmost importance that has to be dynamised day by day, not only because the guest, unlike in previous years, has full access to information, but also because the competition is increasingly focused on satisfying their needs, turning their stay into unique experiences with which they become an advertising factor of the brand with great power to influence other people. This has led to the construction of CRM models.
