The hotel industry is growing worldwide as the number of guests increases every year. The travel boom is one of the reasons for the growth of the hotel industry on a global scale. Customer/guest oriented hoteliers rely heavily on customer/guest information, and thus Customer Relationship Management (CRM) has been introduced in hotels around the world. This research provides an overview of research articles published in the field of customer relationship management (CRM) in the hotel industry. The objective of this article is to systematically review all the literature on customer/guest relationship management (CRM) in hotels. For this systematic literature review, the Scopus database was selected to identify research papers published in the specified area. These research papers were screened and classified based on the year of publication, the journal in which they were published, and the key themes that emerged over the years. Gaps and trends for future research were also identified.