Agreed the strong competition in hotels industry, greatest of the corporate are fronting the problematic of recalling their customers. Rivalry bargains customers numerous substitutes which cause it hard for hotels to keep on their customers. It is problematic for hotels to make solid customer base if they equitable offer related services.  E-CRM is one solution to resolve the problem. The purpose of this research is to help hotel businesses retain their customers. The research method is done by analyzing hotel customers and dividing based on several criteria. The result of this research is the E-CRM model for the hotel business