Case Study: The Ritz-Carlton Laguna Niguel achieves near‑perfect response rates and doubled awarded RFP value with Cvent

Redefining luxury by using technology to create a personalized experience for event professionals

The Ritz-Carlton Laguna Niguel, a luxury oceanfront resort in Dana Point, needed to preserve highly personalized service while handling a post‑pandemic surge in meeting and event RFPs. With a smaller sales team but high expectations for accuracy and speed, the hotel faced the challenge of converting leads quickly—often within hours—to win business and deliver bespoke experiences for planners and groups.

By adopting Cvent’s suite (CSN Productivity Tools, Event Diagramming, Passkey, Wedding Spot and advertising), the sales team automated proposal workflows while keeping them highly customized, enabling faster responses and better planner engagement. The results: a nearly 100% response rate (99.7%), about a 70% increase in RFPs received, a roughly 30–39% rise in awarded RFPs, a 103% increase in awarded RFP value, a 24% market share in 2022, and sustained strong conversion and quick-response metrics.