Case Study: Sonesta achieves data-driven portfolio expansion and increased group revenue with Cvent

Leveraging Cvent data prepares a growing brand for success

Sonesta rapidly expanded from fewer than 50 properties to about 1,200 hotels across 19 brands in three years—during a pandemic, staffing shortages, and economic volatility. That explosive growth forced the company to reintroduce its expanded brand to planners, train a much larger and more diverse workforce, and gain real‑time visibility into market opportunities, staffing needs, and property performance. Accurate, forward‑looking data became essential to prioritize markets, optimize sales deployment, and improve conversion and response across the portfolio.

Sonesta partnered with Cvent to deploy Enterprise Dashboards and a suite of tools (CSN advertising, Event Diagramming, Passkey, Business Transient and BI) that surface lead volume, competitor activity, response metrics, and awarded business. The data-driven approach enabled targeted training and operational fixes, boosting visibility and conversion—Sonesta now handles 22,000+ RFPs per year with $53.6M in awarded RFP value, 20,000+ diagrams created annually, 3,000+ transient RFPs, a portfolio response rate of 94% and average response time of 19.5 hours; Cvent Passkey also drove more than $1M incremental revenue across 14 properties in the first six months of 2023.

Sonesta

Garine Ferejian-Mayo

Chief Operating Officer