How Waldorf Astoria Chicago Masters Complex, Multi-Stakeholder Event Bookings With SalesHub

The Waldorf Astoria Chicago, built in 2009 and beautifully renovated in 2023, set the standard for luxury hospitality in the city: recognized with prestigious awards such as the Forbes 4 Star distinction for both the hotel and its spa in 2023, and named #4 Best Hotel in Chicago, #4 in Illinois, and #130 in the USA by U.S. News & World Report, the hotel is the hallmark of luxury hospitality.

Boasting 214 elegant guest rooms, 9,000 square feet of total meeting space, and a reputation for exceptional service and exquisite amenities, the hotel caters to a discerning clientele of high-level corporate groups, C-suite leadership, and executive boards from all over the world, building its reputation on delivering unparalleled experiences.

Leading the West Coast corporate sales is Courtney Kaczor, Senior Sales Manager, who has been with the hotel for over three years. Handling a market where clients are geographically distant, Courtney relies on cutting-edge technology to bridge the gap and convey the hotel’s unique story and value.

We are fortunate to offer a beautiful product and consistently high level of service. I handle the West Coast and work with a number of high-level clients: board meetings, advisory boards, executive boards, and C-suite leadership. For me, it’s critical that our product is positioned at its very best. Given how busy people are, your first impression is frequently the only impression, so it’s critical to put your best foot forward

Situation

Luxury hotels face new challenges in today’s market. Booking windows have shortened dramatically, turning what was once a lengthy process of on-site visits into quick, digital decisions. Planners and executives often lack time for in-person tours and need to evaluate a space quickly and clearly.

For Courtney and the sales team, the main challenges are:

Conveying Luxury Virtually

How can they showcase the hotel’s beauty and high service standards to remote clients in a way static photos and floor plans could not?

Our role is to tell the story and articulate the value of our product, but pictures will always speak a thousand words. As soon as I show the space and can conceptualize, it all comes together. We couldn’t do that without a strong virtual component

Accelerating the Sales Cycle

With shorter decision-making timelines, the sales team needs tools that immediately capture attention and help convert qualified leads.

Booking windows have become significantly shorter than they used to be. In the past, people used to fly in for an on-site visit, take a full tour, and enjoy a hosted meal. Now the process has been streamlined to ‘Show me what you have’, ‘Is the space going to work?’, ‘Is that up to the standards of what I’m looking for?’. And if it does, let’s move forward!

The team relies on Visiting Media’s platform to not only show the space, but allow clients to experience it, maintaining the high-touch, storytelling-focused approach that defines the luxury segment.

Process

Having used Visiting Media’s platform since 2021, the Waldorf Astoria Chicago team seamlessly integrated the tool into their sales process, strategically engaging and converting top-tier clients.

Courtney Kaczor’s approach highlights the power of simplicity and targeted engagement. Instead of overwhelming prospects with links in initial proposals, she uses Visiting Media’s immersive content as a strategic follow-up for highly qualified leads.

A key tactic is conducting live, virtual walkthroughs during sales calls. By sharing her screen, Courtney guides planners through the hotel’s two floors of meeting space, explaining the flow and demonstrating how their specific program fits perfectly. This interactive, guided tour mimics an in-person site visit, allowing her to address questions in real-time and build a personal connection.

This ability to virtually explore every corner of the property empowers clients. Whether it’s a sourcing manager confirming a ballroom’s layout or a CEO visualizing their board meeting, the platform provides a level of detail and confidence that closes deals faster.

I collaborate predominantly with sourcing teams and third-party meeting planners. Sometimes I don’t even speak with the clients, even though they are the ones ultimately coming to the property. I’m working quickly with the sourcing manager to help them effectively position and sell the space

Results and Big Wins

The integration of Visiting Media’s platform has delivered tangible benefits, streamlining the sales process and empowering the team to remotely secure complex, high-value business.

Enhanced Efficiency and Quicker Conversions

The sales team has optimized its workflow by replacing cumbersome FaceTime calls and static images with a fluid, 360° virtual experience. The booking cycle is quicker, as clients and third-party planners can make confident decisions without the need for time-consuming in-person visits.

A Turnkey Solution for a Demanding Clientele

In an age of information overload, the simplicity of Visiting Media’s platform is a major advantage. Clients can access a comprehensive, immersive view of the property with a single click—no downloads, no logins, no forgotten passwords. This frictionless experience ensures the hotel is always showcased in the best possible light, reinforcing its luxury brand image and commitment to excellence already recognized by industry leaders.

People are often overwhelmed with links and attachments when reviewing a proposal. With Visiting Media, it’s straightforward, you don’t have to sign up, you don’t have to download an app, you don’t have to create a login (to then forget your password), the link is just right there. Our beautiful space speaks for itself. As soon as you see it, it resonates. The 360 photos and 3D models showcase the property exactly as we intend – elevated, memorable, and beautifully presented

Mastering Complex, Multi-Stakeholder Events

The platform proved instrumental in planning a large, intricate incentive program for a Mexican insurance group. This high-touch, multi-faceted event involved a near full buyout of the hotel, with numerous stakeholders, including the client, planners, and outside vendors. Visiting Media’s 3D models were shared among all parties, allowing them to visualize everything from furniture rentals to decor placements across various spaces. This collaborative, visual approach was critical to the event’s success.

I truly don’t think the process would be possible without the virtual component. You never really know who it touches. I send it to the planner, who shared it with the end-user, who may then send it over to the CFO… It’s an incredibly effective tool that benefits everyone involved

Summary

The Waldorf Astoria Chicago has successfully embraced innovation to maintain its position as a leader in luxury hospitality. By integrating Visiting Media’s immersive platform into its sales strategy, the hotel has transformed how it connects with high-level corporate clients, showcasing its elegance and exceptional service virtually. This approach has not only streamlined the sales process but also accelerated decision-making, enabling the team to secure complex, high-value events with confidence.

Waldorf Astoria Chicago Quick Overlook

• Management Group: Hilton Worldwide
• Segment: Luxury
• Space: 214 suites | 9,000 sq. ft. meeting space
• Facts: master luxury storytelling and high-touch sales, even for Complex, Multi-Stakeholder Event Bookings