June 05, 2020
By Cvent

Times may be tough, but they’ve brought us all together in unexpected ways. As we forge ahead, let’s be mindful of the good deeds and helping hands that will get us through this downturn.

Great ideas empower us to thrive and move toward a better day. We’ll cover a few pressing questions with ideas for how to address them and data points to help you prepare for the future.

RFP response best practices

Even though hotel sales are down during the COVID-19 pandemic, there are still thousands of RFPs flowing through the system, according to Cvent Supplier Network (CSN) data. Here are some best practices and basics you can put into play in order to keep winning group business.

  • Speed counts. Even though you might not be the person who normally handles RFPs, it’s important that you build the proposal quickly, comprehensively, and accurately. Making this your top priority is crucial; in a recent case study about The Wink DC, a good response rate helped turn around a sudden drop in leads due to a de-flagging. By improving speed and accuracy, the hotel’s team was able to generate $1.6 million in awarded RFP value.
  • Prioritise your RFPs. As leads comes in, rank the value of each based on what they bring to the venue. For example, a lead should be scored in terms of profitability, availability, and relationship with the planner – the higher the score, the more valuable the lead. In doing so, you can focus first on the highest value leads. As the industry begins to restart, it’s also important to adjust that lead scoring criteria. For example, for now your hotel may simply want the largest, most valuable events possible. But as the calendar fills, you may need to adjust to prioritise open dates.
  • Read the entire RFP. It seems simple but taking the time to go through the details will help you get a better sense of what the event planner wants. They often tuck individual questions into their request. Make sure you address every point in a clear and concise manner. This will show you’re ready and willing to attend to their specific needs and make their program work at the property.
  • Be thorough and relevant. Include information that is pertinent to the planner’s event. It’s an essential balancing act: Give the planner the full picture of what the venue offers, but only as it relates to what they’re looking for.
  • Don’t just say no. Offer an alternative. If you can’t fill the date, or meet the requested concessions, suggest an alternative instead of declining the RFP. In the current event environment, flexibility is the key, and there’s a chance that a planner may be open to date changes.

Remember that planners are looking for the best overall fit – and this is especially true right now. They might be willing to compromise or negotiate in some areas. If no alternative can be reached, however, be sure to thank the planner for including you in the bid request and commit to working on cultivating a relationship with them.

Things have changed but our commitment to you is the same. How can we help?

Maximise planner visibility

Maximising your property’s visibility has never been more important. One of the best ways to keep event planners informed about what’s going on at your hotel is via your website and on sourcing platforms. Cvent’s Supplier Network makes it easy to keep hotel profile pages up-to-date. It’s critical information that planners are looking for as they continue to submit RFPs for future events and check in to see if your hotel is active.

Optimising your profile is an important way you can maximise your visibility. Like hotel staffs, planners are overworked and understaffed, but they’re still rescheduling events and sourcing for new ones. Because they’re low on bandwidth, they’re sending RFPs to venues that they can find easily and that have the information to all their questions readily available (without leaving the CSN platform).

In fact, according to CSN data, 76% of RFPs submitted through the platform come from Page 1 of the search results. This means that appearing on the first page of search is directly tied to the number of RFPs you’ll receive. Maintain or upgrade your Diamond listing – for example, 4 Diamonds received 34x RFPs on average for every 1 RFP a regular hotel listing received.

If that’s not realistic for your budget, you can still improve your visibility by making sure your profile includes all pertinent information that planners are looking for – the more complete your CSN profile, the more planners will see it. Make sure your venue details are correct, all amenities are updated, and images are added. Dependent on the individual situation of your hotel or property, work with your Cvent representative to determine what else you can do to increase your visibility.

Good Works: Hotels support employees and medical workers on the frontlines

As great ideas help to restart group business, good works help us survive and stay positive during times of struggle. Here’s how hoteliers are supporting their employees and medical workers in their communities.


Since March, several hotels in the Tauzia network have prepared and delivered cooked meals to doctors, nurses, and other health workers in hospitals appointed by the government to handle COVID-19 cases.

“During these unprecedented times, we realise the need to further unite and do our part as a socially responsible company in overcoming this health crisis and its impact around the nation,” Tauzia COO Patrick Vaysse said in a news release. “This meal distribution initiative is a way to express our gratitude and well-deserved appreciation for the healthcare professionals and we hope these meals can provide a bit of comfort during these trying times.”


Tui Group hotels and resorts have distributed more than 25 tons of food to welfare organisations in destinations around the world. Donations have also come in the form of material goods and medical supplies: 40,000 gloves, 25,000 masks, and 5,000 liters of disinfectant and cleaning agents were provided to combat the spread of the virus.

The hotel brands are also joining in the recent wave of online experiences and entertainment and are offering various programs for guests to try at home. Tui Blue’s employees are sharing recipes from hotels around the world, teaching different languages, and showing exercise tips and tricks from the Bluef!t program. New content can be found on Tui hotel brands’ social channels.


Montage International started several initiatives to support associates across all properties. The program includes the Hearts of Montage Relief Fund, which guests can donate to directly or purchase gift certificates for a one-night stay through 15 May  2021. In addition, the company will sponsor the distribution of meals and care packages for families at all Montage and Pendry properties two times a month.

The company also rolled out new weekly programming, including professional development programs, recipes and cooking demos, yoga, meditation, story time with author Brad Meltzer, and more.

CSN Insights: What the data says


In our webinar, The Cvent Source: Group Business Insights, we talked about sourcing trends across Australia and provided some information on key markets. We’ve taken a deeper dive into differences by market size and location. As can be expected, we’ve seen drops in sourcing volume across the board, but sourcing for Australia and New Zealand increased drastically since January.


As hoteliers deal with reduced staff onsite for a period of time, it’s understandable that we’ve seen response rates for RFPs dropped into the mid 60’s in may after a slight improvement in April. Its now important – more than ever to improve our response rates to able to maximise return from the RFP’s being sourced. The story to date has been that the response rates continue to be depressed after slight improvement in April. Response time has reduced drastically in May – down to 15 hours till May 22. We will be in touch with more findings and trends as we learn more.


Even though times are tough in the second quarter of 2020, RFPs are still being sent. Be sure to utilise RFP response best practices and maximise your visibility with planners to set yourself up for success, and don’t forget about all of the good works happening across the industry. Remember: The only way through is together.

For more good works and great ideas, check out our previous post, How Hotels Can Craft a COVID-19 Communications Plan

How can we help?


Cvent is a leading meetings, events, and hospitality technology provider with more than 4,500 employees and nearly 21,000 customers worldwide.
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