Case Study: Iconic Hotel and Resort achieves improved conversion (+0.8%) and ADR (+1.6%) with PROS

Improving Custom Experience and Profits at an Iconic Resort Destination

PROS, a big-data revenue management software company, partnered with an iconic resort destination in 2008 to solve a fragmented sales process that left the business with little visibility into true guest behavior. The resort lacked a consistent way to link customer interactions, understand choices, and deliver targeted upsell options—hindering conversion, revenue growth, guest satisfaction, and the ability to shift demand during constrained periods.

PROS implemented a customer-centric offer-optimization platform that integrated with existing systems to capture guest decisions, cluster attributes, predict offer acceptance, and instantly present sequenced, profit-aware offers. Within a year the resort saw a +0.8% improvement in conversion and a 1.6% increase in average daily rate for new bookings, with ongoing collaboration to refine insights and drive customer satisfaction and revenue.