Case Study: InterContinental Miami boosts planner satisfaction and group-booking efficiency with Cvent Passkey by Cvent

Intercontinental Miami Begins a New Era of Group Business With Cvent Passkey - and a Special Focus on Planner Satisfaction

InterContinental Miami, a full-service downtown hotel with 35 meeting rooms and more than 101,000 sq. ft. of event space, relies on repeat group business and exceptional planner relationships. The team was hosting roughly five conferences weekly (from 25 to 600 rooms) but struggled with unreliable booking links and a reservation process that sometimes crashed when attendees tried to add nights—undermining planner satisfaction and costing business.

The hotel implemented Cvent Passkey to replace traditional booking links, delivering automated rooming lists, real-time status reporting, and a smoother planner experience. Early results were immediate: improved communication and operational efficiency, 47 groups onboarded in the first months with a goal to reach 80%, and new upsell and promotion opportunities that increase revenue by encouraging extended stays—eliminating prior booking errors and restoring planner confidence.

InterContinental Miami

Robert Hill

General Manager