Hotel Chelsea 2x Conversion
and Exceeded Revenue Targets
Hotel Chelsea is a legendary NYC icon that’s played host to Bob Dylan, Patti Smith, Andy Warhol, and a new generation of private events. With eight eclectic event spaces, it’s built for gatherings that feel as unforgettable as the hotel’s history.
Challange
The events team was underwater. Nearly 200 inquiries a week (300+ in peak season)—many vague, unrealistic budgets, or never serious requests. They were forced to spend valuable hours responding to leads that would never convert or just ghost.
“A lot of people just reach out with no real plan. It wasn’t sustainable.”
— Kiley, Associate Director of Events
Key Points
High volume (200+ / week) of unqualified inquiries (>50%)
Conversion rate stuck at 10%
Straining to hit revenue targets in a tough and competitive event climate
Spent hours in back-and-forth than booking revenue-driving events.
Solution
By upgrading their Tripleseat event form with Dexter, the structured flow captures the essentials—budget, date flexibility, space preferences—before anything hits the team’s inbox.
“Before Dexter, almost everyone inquired—whether or not we were the right fit. Now we’re prioritizing the people who actually want to book.”
— Dom, Director of Special Events
Results
Conversion Rate 2x: With cleaner leads and less admin, conversion grew from 10% →18%
Revenue Targets Exceeded: Despite handling fewer leads, the team surpassed revenue goals.
Stronger Client Relationships: By seeing budget and intent earlier, the team can better accommodate pricing flexibility and upselling where appropriate.
Higher Quality Leads: Inquiry volume dropped 50%—not by losing business, but by eliminating noise. The team now engages with leads who have a better understanding of the offering upfront and can fit the experience.
“Dexter came at the perfect time. We were short-staffed, buried in leads, and under pressure to sell. It helped us cut through the noise and get focused.”
— Kiley