Hotel Chelsea is a legendary NYC icon that has hosted cultural giants like Bob Dylan, Patti Smith, and Andy Warhol. Today, its eclectic interiors, storied past, and eight distinctive event spaces set the stage for everything from intimate private dinners to high-end brand activations and unforgettable social gatherings.
The events team at Hotel Chelsea was overwhelmed. Every week brought in nearly 200 inquiries per week (as many as 300+ during busy season), many of them lacking specifics or coming from guests with unrealistic budgets. Without the proper details and filtering, 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,” says Kiley, part of the sales team.
Manually chasing down missing information—event size, space preferences, alternative dates, budgets—created unnecessary friction in what should be a fast-moving process. The result: a sluggish 10% conversion rate and a team drowning in back-and-forth emails answering the same questions.
