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Welcome to the Hotel Moment Podcast, presented by Revinate, where we discuss how hotel technology shapes every moment of hoteliers’ experiences. Join us as we explore cutting-edge technology that is transforming the hospitality industry and hear from experts and visionaries who are shaping the future of the guest experience. The Hotel Moment podcast features insights and interviews with top players in the hospitality industry across North America, Europe, and Asia Pacific. Once a week, we speak with hospitality professionals who have a real sense of what it’s like to work in this industry and what the direction of travel and consumer trends mean for the world right now. Technology is changing the hotel industry faster than we know. Tune in to the show to discover more about how the latest developments in AI and other technologies are shaping hospitality, and enjoy hearing from our community of hoteliers.

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Check latest episodes from Hotel Moment podcast

Is hotel marketing ready for its next evolution?

2026/10/14

In this episode of Hotel Moment, Karen Stephens, Chief Marketing Officer, Revinate sits down with Dylan Cole, Managing Director EMEA at Revinate. Together, they analyze how hotel technology has shifted from basic CRM contact records to identity resolution inside a CDP, and now into real-time data activation. Dylan explains why relying on OTAs for repeat bookings cuts into property margins, while Karen outlines how Revinate Pathways and Revinate Chat combine PMS data, booking history, and AI messaging to deliver contextually relevant guest communication across every stage of the stay.

How The Claremont turned haunted lore into hotel demand

2026/10/07

In this episode of Hotel Moment, Karen Stephens sits down with Mickey Stout, Director of Marketing at Claremont Resort & Club, to mark the podcast's 200th episode. Drawing on over 20 years of marketing and operations experience, Mickey explains how the historic property turned former taboo ghost stories into an annual commercial engine. She outlines how a single media familiarization trip generated a 200-person waitlist, how CRM profiles turn seasonal tour visitors into repeat guests across 276 rooms and four restaurants, and how veteran staff help surface authentic, bookable history.

Recast: Garbage in, garbage out: Why hotel data will make or break AI

2026/09/30

In this recast episode of Hotel Moment, Dylan Cole, Managing Director EMEA at Revinate, sits down with Charlie Osmond, Co-Founder and Chief Growth Officer of TripTease, to explore what data quality really means in an AI-driven hospitality landscape. With over twelve years building technology at the intersection of behavioral psychology and the direct booking channel, Charlie argues that clean, unified data is not just an advantage, it is the difference between outstanding decisions and consistently wrong ones. From guest persona strategy to vendor API lock-in, Charlie reveals why the hotels that invest in data infrastructure today will be the ones positioned to thrive as AI reshapes the booking journey.

The hidden revenue opportunity in your hotel budget

2026/09/23

In this episode of Hotel Moment, we bring you another AI-generated conversation examining what hotel leaders should consider before replacing reservation teams with voice AI. Using findings from Revinate’s 2026 Secret Shopped Call Report, the discussion looks at why overloaded front desks struggle to convert callers, where automation genuinely improves efficiency, and why hotels need better visibility into their voice channel before making major staffing decisions. It also explores a less obvious consequence of automation: as AI absorbs routine inquiries, the human reservation role may become significantly more complex.

Recast: Building relationships through reservations: Insights from The Broadmoor

2026/09/16

In this recast episode of Hotel Moment, Karen Stephens sits down with Sarah Stephens, Room Reservations Manager at The Broadmoor in Colorado Springs — the world's largest and longest-running Forbes Five-Star hotel. With 14 years of managing a 13-15 person reservations team, Sarah shares how the voice channel creates unforgettable guest experiences through personal connections. From surprising guests with Doritos and handwritten notes to generating nearly $1 million in outbound call revenue over three months, Sarah reveals how luxury hospitality thrives on listening, training, and human-to-human connections that technology can enhance but never replace.

The lost art of a reservation call: How to build trust, capture data, and close bookings

2026/09/09

In this webinar episode of Hotel Moment, Brent Sanders, Sr. Customer Education Specialist at Revinate, sits down with Colton Bean, Director of Reservations at Suncadia Resort, to unpack Revinate's Secret Shopper Call Report, which analyzed 308 calls to 135 luxury properties. The findings are stark: 92% of unbooked calls collected zero contact details, and 56.6% skipped discovery questions entirely. Colton shares how Suncadia trains agents to ask the right questions, secure bookings before guests hang up, and use call recordings to coach a fully remote team. Their message: technology should support the conversation, never replace it.

Recast: Sky Mitchell on succeeding in modern hospitality

2026/09/02

In this recast episode of Hotel Moment, Karen Stephens sits down with Sky Mitchell, Founder and CEO of Basecamp Resorts. From getting fired and using a car loan to buy her first piece of land to building a $600 million hospitality empire, Sky shares her remarkable journey of entrepreneurship. Listen as she discusses her approach to staffing, the development of her new Everwild Nordic spa concept, sustainability initiatives, and her candid advice for aspiring entrepreneurs to succeed in the modern hospitality landscape.

We secret-shopped 300+ calls. Here’s what we found.

2026/08/26

In this episode of Hotel Moment, we bring you a special AI-generated conversation dissecting the 2026 secret shopped call report. Based on 308 secret-shopper calls placed across 135 luxury and upscale properties, the discussion explores why 92.2% of calls fail to capture guest contact details and why staff ask zero discovery questions over half the time. It examines how lobby check-in chaos forces front desk teams into triage, why evening voicemail loops destroy paid ad spend, and how semantic AI call scoring restores accountability across hotel voice channels. Download the secret shopped call report here

Why the first 10 seconds make or break a guest's stay

2026/08/19

In this episode of Hotel Moment, Karen Stephens sits down with Andrew Shepherd, General Manager of Resorts at The Malcolm Hotel. Drawing on more than 25 years leading luxury hotels, resorts, and casinos, Andrew shares how proactive service transforms initial arrival moments into lasting loyalty. He explains why digital channels shape first impressions long before check-in, how front desk agents read body language when exhausted families arrive, and why logging details like a guest's favorite dessert turns software into real human connection. Andrew also breaks down how building 154 employee housing units in Canmore sustains service standards during industry labor shortages.

The blueprint for iconic hotel F&B

2026/08/12

In this episode of Hotel Moment, Karen Stephens talks with Ami Alexander, Managing Partner at Barrel Aged Management. Drawing on two decades of experience with brands like Hakkasan Group, Sydell Group, and Virgin Hotels, Ami breaks down how guest expectations shifted from standard corporate consistency to local, intentional storytelling. She explains why developers must underwrite F&B concepts early to avoid forcing operations into poorly planned kitchens. Ami also outlines what allows concepts to scale without compromising design, and how tailored management support helps hotel teams deliver authentic experiences.

The end of beigification: Why travelers are searching for something real

2026/08/05

In this episode of Hotel Moment, Karen Stephens sits down with Lindsey Ueberroth, CEO of Preferred Travel Group, home to Preferred Hotels & Resorts, the world's largest independent hotel brand with over 625 hotels in 80 countries. Lindsey shares her unconventional path from change management consulting into hospitality, the key findings from Preferred's Luxury Travel Report on heritage travel and hyper-personalization, and why she believes "beigification," the sameness across branded hotels, is losing out to authentic, independent experiences. She also explains why AI visibility, not just adoption, is the single biggest opportunity independent hotels have this year.

Why the best luxury hotels don't sell exclusivity — They build connection

2026/07/29

In this episode of Hotel Moment, Dylan Cole, Managing Director, EMEA, Revinate, sits down with Lily Wecker, CEO of Aethos, a next-generation hospitality brand built on experiential luxury and meaningful connection. With leadership experience at Mandarin Oriental Hotel Group, Lily shares how a personal health scare reshaped her definition of luxury, from material ownership to internal validation, and why Aethos designs its properties for "high emotional density" instead of privacy. From the brand's emotion-first marketing philosophy to its new London restaurant Mitsu, Lily makes the case that the future of luxury hospitality is connection, not seclusion.

Recast: Immersive hotel experiences: Bridging technology and human connection

2026/07/22

In this episode of Hotel Moment, we're bringing back one of our favorite conversations where Karen Stephens engages in a thought-provoking conversation with Bashar Wali, founder and CEO of Practice Hospitality and This Assembly. Bashar, with over three decades of experience in hospitality, shares his passion for creating memorable hotel experiences that transcend the ordinary. He discusses how hotels can balance technology and human connection, why points aren't true loyalty, and how the industry should look outside itself for innovation. With candid insights and practical examples, Bashar challenges hoteliers to focus on making emotional connections with guests rather than chasing trends.

Why great guest experiences start before check-in

2026/07/15

In this episode of Hotel Moment, Karen Stephens sits down with Lydia Bates, Director of Sales and Marketing at Dream Inn Santa Cruz, Santa Cruz's only exclusive beachfront hotel. Lydia explains why independent lifestyle hotels win on storytelling rather than transaction, how Dream Inn's on-site reservations team begins curating the guest experience from the very first call, and how targeted email campaigns convert OTA visitors into loyal repeat guests. She also shares how Dream Inn fights seasonality with creative campaigns like "Ride Out the Storm" and leverages sister property partnerships through Ensemble Hospitality to build cross-property guest loyalty.

How AI uses personalization to beat pricing and win bookings

2026/07/08

In this episode of Hotel Moment, Karen Stephens sits down with Chris Anderson, Professor at Cornell University's School of Hotel Administration, who has spent more than two decades studying how pricing, distribution, and revenue management shape global hospitality. Chris explains why pricing guests differently based on willingness to pay is heading for legal prohibition, why AI will shift customization from price to offer set, and why being in the AI consideration set is already harder to earn than a first-page Google ranking. His central argument: hotels that are still waiting for AI to settle before acting are already behind.