Case Study: Palace Company achieves data-driven guest experiences with Pendo

Palace Company scales product-led excellence across global properties with Pendo

The Palace Company, a global luxury hospitality brand, needed a better way to understand guest behavior across more than 200 digital products as it shifted from a project-based model to a product-led approach. The team wanted clearer insight into what guests were using, where friction existed, and how to improve experiences across hotel operations, dining, room service, and more, and turned to Pendo to help.

Pendo helped The Palace Company use Analytics, Guides, and NPS to uncover usage patterns and guest feedback, leading to targeted product changes. Results included restaurant menu views rising from 1% to 30%, over 90% of waitlist requests being assigned, room service reviews increasing from 27 to more than 400 per month, and post-stay survey completion reaching 57% of guests.

The Palace Company

Alberto Corral

Head of Product for Palace Company Hotel Operations