Case Study: InterContinental New York Barclay achieves faster RFP responses and increased group business with Cvent

Maintaining a reputation for luxury with new customer-centric technology

InterContinental New York Barclay, a century-old luxury hotel in Midtown Manhattan, needed to preserve its white-glove service while adapting to macroeconomic pressures and changing planner behaviors—rising costs, staffing shortages, tighter budgets, and the demand for fast, flexible digital sourcing. The hotel’s challenge was to extend its signature personalized experience to time-pressed event planners working remotely while competing for group business in a crowded market.

The Barclay adopted Cvent One tools—including the Cvent Supplier Network, Smart Custom Proposals, Planner Navigator, interactive diagramming, and BI dashboards—to streamline RFP responses, create highly visual proposals, and proactively source new leads. In 2023 this approach drove nearly 2,000 CSN RFPs, a 100% response rate (5h 45m average response time), a 28% RFP market share, $460K awarded from Smart Custom Proposals, roughly 80% of group business coming from Cvent, and an 88% increase in new planner organizations sourced via Planner Navigator.

InterContinental New York Barclay

Chastity Cruz

Senior Sales Manager