Palace Company is an international hospitality conglomerate specializing in luxury and ultra-luxury resorts, hotels, and vacation clubs in the world’s finest destinations.
Hospitality
1k-5k
Palace Company needed behavioral data to create digital experiences that match its five-star in-person experiences.
Using Pendo, Palace Company consolidated disjointed user data, gained insight into user behavior, and built a better booking experience for customers.
An additional $2.6 million in monthly revenue, driven by their redesigned booking experience.
At Palace Company, luxury isn’t just about beachfront views and five-star amenities—it’s about delivering a seamless, personalized experience from the first digital touchpoint to the final farewell. As the company embarked on an ambitious plan to triple its size over six years, Erika Dávila, head of product for hotel sales, knew the digital journey had to match the high-quality experience their guests expect on-site.
“Our goal is to reflect that same level of excellence in every digital interaction,” Dávila said.
Before Pendo, Palace Company' teams were making product decisions blindly. Behavioral data was fragmented across tools, and understanding digital experiences—like how many attempts a user took to book their vacation—was nearly impossible. This lack of insight made it difficult to make informed product decisions, or even understand how their customers felt.
“We were working in the dark with very limited data to support our product decisions,” Dávila explained.
Pendo’s deep behavioral insights changed that. With an intuitive interface that both technical and non-technical teams can use, Palace Company’ team created a unified, data-driven culture across the organization. More importantly, Pendo gave them real-time, actionable data into the entire user journey—from booking and transportation to dining, spa services, and vacation club membership.
“Pendo lets us see the full user journey, and that’s been a game changer,” Dávila noted.
With Pendo, Palace Company embraced a culture of experimentation. One of their first initiatives was redesigning the booking flow to reduce the number of steps. The initial version didn't perform as expected, but Pendo's data shed light into what was going wrong.
After adjustments, the newly redesigned flow resulted in a 20% increase in conversions—translating to approximately $2.6 million in additional monthly revenue.
“That was a powerful validation of the platform’s potential,” Dávila said.
Beyond rallying around engagement and adoption metrics, Pendo had a profound impact on Palace Company's internal culture. Teams now make decisions with greater confidence and ownership because their behavior data is easy to access.
What’s more, in-app guides empower them to address user questions directly within the product, reducing the need for support tickets, lowering costs, and eliminating resource-intensive UI redesigns.
“The most valuable part of Pendo has been cultural. It brought us together as a team. We all speak the same language now and center every conversation around the user,” Dávila shared.
As Palace Company expands into new international markets, understanding diverse user behaviors is crucial. Pendo plays a key role in this strategy, providing insights from day one. It also supports the company's vision of treating the entire guest experience as a holistic journey. “We want to treat the entire guest experience as one connected journey,” explained Dávila. “Pendo is what helps us tie everything together with data.”
For organizations considering Pendo, Dávila offers this insight:
“Give it a try. We thought it would help us with a specific need, but it ended up supporting us in so many other areas. It’s not just about price—it’s about value. The opportunity cost of not having the right data when you need it is enormous.”
Pendo is so impactful at Palace Company, usage has expanded across departments, including the hotel operations team. Read how they used Pendo here.
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