Merlin Software

A single cloud-based software system for managing vacation ownership clubs and resorts, hotels, and homeowner associations.

Introducing the Merlin Ecosystem.

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Everything needed to manage a resort or HOA

Hosted in the cloud, Merlin Software provides real-time, global access for you, your guests, owners and staff to connect with your business, 24/7.

Designed and built by those who have done what you do, Merlin Software leverages decades of global know-how and industry expertise.

From office-based users to agents in the field, members and guests, Merlin Software has it all in one system.

Merlin Software changes everything.

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Merlin Ecosystem

Merlin Core

Merlin CORE

Merlin CORE is the central, modular functionality engine that underpins the entire Merlin Ecosystem. This sophisticated powerhouse supports all business operations, from marketing and contracts to reservations and front desk, with a fully integrated multi-company, multi-currency, double-entry accounting system that covers billing, collections, commissions and everything else financial. Merlin CORE underpins the other Ecosystem components, including Merlin Web Apps and Merlin Portal, providing a real-time, comprehensive solution for your business.

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Merlin Web Apps

Merlin Web Apps

Merlin Web Apps are a robust suite of customisable, device-responsive, integrated business applications for your staff. They are designed to streamline user activities, reducing costs and enhancing efficiency. Merlin Web Apps use the latest technology to future-proof your business.

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Merlin Portal

Merlin Portal

Merlin Portal offers a suite of customisable, self-service applications for owners, members and guests. The Merlin Portal components connect to your website, allowing customers to manage every aspect of their interaction with you, including their membership, ownership, accounts, bookings and payments. Merlin Portal allows customers to service themselves. It reduces staff workload and increases efficiency and satisfaction.

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Features

Merlin CORE
Merlin Web Apps
Merlin Portal
Merlin Core

Merlin CORE: The Functionality Engine

Merlin CORE is the functionality engine powering the entire Merlin Ecosystem. Designed to be your all-in-one solution for vacation clubs, hotels, resorts and HOAs, it provides real-time, centralised control over your most critical operations.

From comprehensive reservations and property management to robust accounting and billing, all your key business functions are seamlessly integrated into a single, secure platform. This powerful engine ensures you can effortlessly manage every aspect of your business—from owner details and tour flow to financial reporting and commissions.

Functionality includes the Merlin marketing, sales, front office, property management and back office modules with a stand-alone exchange facility coming soon. Merlin CORE streamlines your operations, helping you make agile, data-driven decisions while delivering an exceptional experience for your owners and guests via Merlin Portal. It's a complete multi-lingual solution, built to grow with your business.

Back Office Module

The Merlin Back Office Module is your complete financial hub, providing a double-entry, multi-currency, multi-company double-entry accounting system tailored for hotels, resorts and HOAs. Seamlessly manage maintenance fee billing, process commissions, and track and report all financial transactions. It seamlessly integrates with other modules to streamline your entire operation.

Business Intelligence

Merlin’s Business Intelligence provides meaningful, tailored insights to empower your team. Using the latest reporting software, you can make agile, informed decisions, analyse risks, and optimise your business. Our custom reports help you identify opportunities and improve performance, ensuring your business moves in the right direction.

Front Office Module

The Merlin Front Office Module is a comprehensive PMS, managing reservations and all front-desk operations with ease. It enables flexible inventory management and seamless online bookings, payments, and self-service for both owners and rental guests, directly from your website, ensuring smooth and efficient guest experiences.

Marketing Module

The Merlin Marketing Module is your complete CRM, managing leads from initial contact to conversion and beyond. It empowers you to build a comprehensive database, track every marketing activity, and analyse campaign success. Seamlessly integrate with your website for lead generation and bookings, and automate communications via email, text, and direct mail.

Regular Upgrades

Merlin Software offers free, automatic upgrades, ensuring you’re always on the latest version. Our web API allows for seamless third-party integration, while custom enhancements and powerful building blocks let you tailor the software to your specific business needs without generic charges.

Sales Module

The Merlin Sales Module gives you full control over your sales processes, whatever the product and wherever you sell, from tracking tour flow and inventory to processing contracts and commissions. Manage all product types with flexibility and automate financial transactions to seamlessly link sales data with your accounting.

Set Up Module

The Merlin Set Up Module simplifies configuring your resort business, from marketing and sales to reservations and accounting. It offers intuitive wizards for fast and efficient content creation, and provides a complete set of building blocks for advanced users to customise the system to their exact specifications.

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Merlin Web Apps

Merlin Web Apps: For User Workflows

Merlin Web Apps are a powerful suite of single-page applications designed to streamline business workflows for your staff. They extend the functionality of Merlin CORE, empowering your teams to be more productive.

With dedicated apps for housekeeping and maintenance, as well as tools for sales, marketing, call centres, and admin, Merlin Web Apps simplify complex tasks and reduce manual work.

Whether your staff are office-based or in the field, these customizable multi-lingual applications ensure they can manage tour appointments, handle guest check-ins, and oversee daily operations with ease, ultimately enhancing efficiency and business performance.

Agent Desktop Web App

A sophisticated call centre web app that acts as a central hub for managing inbound and outbound calls. It’s a workflow tool for selling and booking Minivacs and tours, and can connect to a third-party dialler for added efficiency.

Field Agent Web App

A vital tool for sales and marketing teams working off-site. It allows field agents, generators, and OPCs to sell/book Minivacs and tours or capture new leads directly from their mobile device.

Housekeeping Mobile App

A mobile-first app for your housekeeping team. It digitises the management of cleaning tasks, allowing housekeepers to view their assigned jobs, update room statuses, and communicate in real time, all from their mobile devices.

HTML Editor Web App

A “What You See Is What You Get” (WYSIWYG) web app. It’s a user-friendly tool for creating rich HTML content for communications, emails, and marketing campaigns, and allows for storing images directly on the server.

Maintenance Mobile App

This mobile app streamlines maintenance operations. It enables staff to manage and track maintenance activities, receive new tasks, update progress, and document completed work from anywhere on the property.

Member Services Web App

This app is a workflow tool for your member services team. It helps manage customer relationships and case management, as well as outbound communication activities like calling, emailing, and texting, to keep members engaged and informed.

MiniVac Web App

A robust sales and marketing app. It allows you to sell mini-vacation packages online, letting guests book their accommodation and a tour slot, and complete the payment process in one seamless transaction

Outbound Caller Web App

This web app serves as a workflow tool for your call centre. It helps build and manage outbound calling lists, enabling operators to efficiently make and track calls for sales, marketing, or member services campaigns.

Sales Contract Web App

A workflow app designed to streamline the sales process. It facilitates the “take-on” of new sales contracts, guiding agents through the necessary steps to ensure all details are captured accurately and efficiently.

Tour Agent Web App

A mobile app for tour agents. It provides a streamlined interface for agents to view their assigned tours for the day, receive and make real-time updates, and manage guest interactions efficiently while on the move.

Tour Reception Web App

This web app centralises tour management for sales teams. Staff can easily manage tour schedules, check in arriving guests, assign agents, and start/stop tours, ensuring a smooth and professional tour experience.

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Merlin Portal

Merlin Portal: Web Apps For Owners, Members & Guests

Merlin Portal is a suite of customisable, self-service applications for owners and guests, accessible via your website. This seamless online hub allows owners to effortlessly manage their entire vacation and ownership experience.

From making online reservations and payments for annual fees to updating personal details and viewing statements, everything is at their fingertips. The Merlin Rental and Resale Web Apps, for example, provide a seamless, integrated experience, allowing owners to effortlessly rent out their inventory or list it for resale directly from their personal dashboard. The portal also includes a rental portal linked to OTAs and channel managers.

These modern, intuitive multi-lingual platforms reduce staff workload and increase efficiency while delighting guests and driving engagement.

Booking Portal

Specifically designed for owners who use floating timeshare weeks or points, this web app enables them to book their own stays online in real-time, directly utilising their available reservation rights.

Guest Pay Portal

This web app simplifies the payment process for both owners and guests. It generates a secure, personalised URL that can be sent via email or text, allowing for easy, quick payment without needing to log in.

Guest Survey Portal

This web app is designed to gather valuable feedback. It automates the process of sending pre-arrival and post-departure surveys to guests, collecting real-time data to help you improve service.

Member Portal

This is the core self-service web app for owners and members. It allows them to view and manage their personal information, see details of what they own and owe, and handle their own bookings, providing complete transparency.

Non-Owner Portal

This portal offers a straightforward way for non-owners (such as rental guests) to register their details, so that they can access the Rental Guest Portal, manage their bookings and make repeat bookings.

Payment Portal

An integrated web app that enables owners and members to securely make online payments for annual fees, special assessments, or other charges using a credit card via an API to your bank.

Registration Portal

This web app enables new owners, members and guests to register on your website, creating a user profile that grants access to their online Portal. It’s the first step in allowing self-service for your clients.

Rental Guest Portal

This is a dedicated portal for rental guests. It allows them to view their booking details, manage aspects of their reservation, and communicate with the resort, providing a streamlined rental experience.

Rental Portal

A comprehensive web app tool that integrates with your website to display available rental inventory in real-time. Guests can search, book, and pay for stays online, with all data seamlessly flowing into Merlin.

Resales Portal

Enhancing the member portal, this web app empowers owners to list their available weeks for resale directly on your website, creating an integrated and transparent marketplace for vacation ownership resales.

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Merlin Software excels in:

  • Timeshare Resorts
  • Fractional Resorts
  • Vacation Clubs
  • Points Clubs
  • Resort Communities
  • Home Owner Associations
  • Club Management
  • Hotels
  • Condo Hotels
  • Property Management Companies
  • Sales Organisations

About us

Welcome to Merlin Software, your technology partner for vacation ownership clubs and resorts, fractional properties, hotels and HOA communities.

We are not just another software company. Our journey began out of necessity in 1988, when we developed a management system tailored to our own timeshare projects and products. 

We are innovators. We pioneered products that are in everyday use today.  From fractional ownership that went beyond the static quarter-share concept to points clubs and timeshare conversions, we have led the field. 

Today, our focus is totally on building software for vacation ownership clubs, resorts, hotels and HOAs. 

We use the latest technologies. We are probably the first in our field to introduce an AI Chatbot, trained on the thousands of manuals and knowledgebase documents we have built up over the years. We leverage vibe/prompt coding and AI agents to ratchet up the speed and efficiency of our programmers. We have not rested on our laurels or past successes. 

Our hands-on experience—from building and selling products to managing resorts and leading sales teams—provides us with a unique insight into your business challenges and needs. We have done what you do.

We’re a family-run business with a global presence, offering not only innovative, cloud-based solutions but also expert business advice. Our commitment to modern technology and affordable functionality, all in a single, integrated application, is what sets us apart. We understand your business because we’ve lived it, and we are dedicated to helping you succeed with our cutting-edge, SaaS-based platform.

We lead, others follow.

Meet our team

Implementation, Training, and Support

From the moment you discover Merlin Software through to your daily operations, we are committed to providing an exceptional experience. Our dedicated teams are here to ensure you are never alone.

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Software Implementation
  • Set Up and Data Upload: We work with you to configure the system to your custom requirements and upload your data using our Merlin upload templates.
  • Business Process Analysis (BPA): We conduct a comprehensive business audit to thoroughly understand your products, processes, and rules, ensuring your needs are fully understood and documented.
  • Gap Analysis: We conduct a gap analysis to identify potential issues before implementation begins, ensuring our software meets your every need.
User Training
  • System Operation Manuals: We provide manuals that show you how to use the software effectively.
  • Business Operation Manuals: We document your specific business processes and create custom manuals for each department, detailing precisely what you do.
  • Training & Go Live: We offer on-site and online training as you require. Our team assists with data uploads and provides hands-on support through the go-live phase, staying with you every step of the way.
User Support
  • AI Chatbot: Your first point of contact for support is our new AI Chatbot. It’s been trained on our extensive knowledge base to provide instant answers and guide you through processes, giving you immediate assistance.
  • Dedicated Team: Our dedicated support teams are trained to understand your business, ensuring you receive outstanding support whenever you need it. We’ve got your back.
  • Ticketing System: You can log a support request from any page within Merlin Software. Our built-in ticketing system instantly updates our agents via dashboard, email, and SMS, so no request is ever lost.
  • Ongoing Communication: We use email and Microsoft Teams for chat, calling, and screen sharing, ensuring we are always available to communicate using technology.
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Testimonials

“By using Merlin’s cloud-based resort management software, Pearly Grey was already fully equipped to run a virtual office. Enabling key staff members to work remotely from home during the Coronavirus lockdown has allowed the resort’s dedicated team to continue to provide a first-class customer service throughout the lockdown. This seamless transition has in fact highlighted the real possibility that as we return to a new semblance of normality, some of Pearly Grey’s administration team will be able to work from home on a more regular basis.”

Pearly Grey Ocean Club, Tenerife

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FAQs

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What makes Merlin different from other resort software systems?

Unlike legacy systems, Merlin is a true end-to-end, cloud-based platform specifically designed for the vacation ownership, resort, and community industries. It’s all-in-one, browser-based, and doesn’t require bolt-on modules.

How easy is it to switch from my current system to Merlin?

Merlin offers comprehensive onboarding support, including data migration, configuration, and staff training, to ensure a seamless transition to new systems.

Is Merlin scalable as my business grows?

Yes. Whether you’re managing one resort or a global portfolio, Merlin is scalable and flexible, allowing you to grow with your business.

How does Merlin Software handle data security and backups?

We prioritise the security of your data with robust measures. Data is backed up hourly to an internal storage device, with full daily backups performed off-site by Rackspace following international standards. Our redundant hard drives ensure that no data loss or service interruption occurs if a drive fails. We are also entirely PCI-compliant for the protection of credit card data.

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Trusted Partnerships

Western Alliance Bank

Western Alliance Bank

Together we are revolutionising how resorts and homeowners’ associations manage their accounting, payments, and financial operations, bringing unprecedented automation, efficiency, and security to an under-served market.

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ARDA

The American Resort Developers Association (ARDA) is the industry’s premier trade association. As a member, we align with the highest professional standards, ensuring we are at the forefront of advocacy, technology, and market insights.

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EUROC

EUROC is an independent, non-profit organization that represents timeshare owners across Europe. Its mission is to protect, preserve, and enhance timeshare ownership.

 

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Merlin Outsourcing Solutions

Merlin Software offers expert outsourcing services for resorts, handling tedious tasks like billing, collections, and member support. Leverage our deep industry knowledge and proven processes to reduce overhead, improve cash flow, and free your team. Focus on core hospitality, while Merlin’s dedicated specialists manage the details.

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