Case Study: Peppermill Resort Spa Casino achieves 60-70% group online bookings and 30% shorter call wait times with Cvent Passkey

Cvent Passkey Helped Upgrade the Peppermill’s Convention Services and Give Planners What They Want

The Peppermill Resort Spa Casino in Reno, Nevada, expanded into a full convention resort—adding 600 rooms and a 62,000-square-foot ballroom—but its outdated property management system couldn’t handle the surge in group business. The archaic, inflexible system forced manual reporting, prevented online group bookings, and required custom reservation sites to be built from scratch, creating headaches for the call center, sales team and planners.

The hotel implemented Cvent Passkey, a room-block management platform with turnkey templates, real-time reporting and self-service reservation sites, and then required convention bookings to use it. As a result, 60–70% of groups now book through Passkey, call center wait times have fallen by about 30%, staffing was reallocated for greater efficiency, planners can pull reports instantly, and overall customer satisfaction and operational efficiency improved.

Peppermill Resort Spa Casino

Pat Flynn

Peppermill Resort Spa Casino