Case Study: HEI Hotels & Resorts boosts upsell and extended-stay revenue and simplifies room block management with Cvent Passkey

Simplifying room block management and adding incremental revenue for all hotel types

HEI Hotels & Resorts, which manages more than 100 properties across the U.S. and handles over two million group room nights annually, faced industry-wide staffing shortages, rising RFP volume, and tight budgets. The company needed a way to simplify room-block management, empower on-property teams and event planners, and capture ancillary revenue without adding operational burden.

HEI rolled out Cvent Passkey with targeted training and adoption at selected properties to automate room blocks and enable self-serve upsells (upgrades, extended stays, amenities). The platform improved planner and guest experience while boosting revenue: in 2023 HEI managed 4,279 events through Passkey and generated $1.1M in upsell revenue and $3M in extended-stay revenue, with notable wins such as $50K at The Whitley and a 205% year‑over‑year increase in upsell revenue after deployment.

HEI Hotels & Resorts

Ori Levy

Regional Director of Revenue Management