How Crestline Resort Increased Group Bookings by 40% with Instant Contract Delivery
About Crestline Resort & Spa
Crestline Resort & Spa is a luxury waterfront property in San Francisco offering 250 guest rooms, 15,000 square feet of event space, and full-service catering. The resort hosts over 200 events annually, from corporate conferences to weddings, and is known for its stunning views and exceptional service.
The Challenge
Slow Contract Process Losing Business to Competitors
Event planners and corporate meeting organizers expect fast responses. When inquiries came in, Crestline's sales team would prepare proposals, create contracts in Word, convert to PDF, and email for signature. By the time contracts were signed and returned, event planners had often booked elsewhere.
Group room block agreements were particularly problematic. Coordinating between sales, revenue management, and the client took multiple days. Wedding couples and corporate clients were frustrated by the slow pace.
- Contract turnaround taking 3-5 business days
- Event planners booking with faster-responding competitors
- Group room blocks requiring multiple approval rounds
- No visibility into contract status
- Wedding couples frustrated by slow booking process
The Solution
Instant Digital Contracts and Streamlined Approvals
Crestline Resort implemented Formfy to enable instant contract delivery. When an event planner expresses interest, the sales team can send a professional event contract within minutes. Group room block agreements include all terms and can be signed from any device.
Internal approval workflows handle revenue management sign-off before contracts go to clients. The entire process — from inquiry to signed contract — now happens in hours instead of days.
Features Used
The Results
Faster Response, More Bookings
The impact on booking conversion has been significant. Group and event bookings are up 40% year-over-year, with the sales team attributing much of the growth to faster contract turnaround. Event planners choose Crestline because they get professional contracts immediately.
The hotel can now accommodate last-minute event requests that would have been impossible before. When a corporate client needs a conference room next month, they can have a signed contract within hours.
- 40% increase in group and event bookings
- Contract turnaround reduced from days to hours
- Last-minute bookings now possible
- Event planners cite speed as key differentiator
- 100% digital contract workflow
Event planners expect instant responses. When they're excited about our venue, we can send a contract in five minutes instead of three days. That speed has become our biggest competitive advantage. We've booked events we would have lost to competitors who were still putting together their proposals.
Veronica Haines
Director of Sales at Crestline Resort & Spa
More Customer Stories
We've booked 50% more events this year, and I honestly believe the biggest factor is speed. When a bride is excited about her venue, she wants to lock it in immediately. If we can get a contract signed while she's still on the phone with us, we win. Our competitors are still asking clients to print and scan.
Amanda Roberts
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