No Vacancy Live!

We're taking a look at the big issues of the week with an emphasis on helping hoteliers become GMs, how to handle those horrible, terrible customer and an update on what's happening on Capitol Hill and with local and state governments.

Another show, another wholesale brand reinvention. This time it's the $200 million recreation of Crowne Plaza. The concept: bringing humanity to business travel. Monte Jump, Director, F&B and Service with IHG's Crowne Plaza, shares how this new unscripted approach to service, and reinventing amenities, will connect with guests. First, Glenn and Bruce Ford, SVP, Lodging Econometrics, chat it up in an undisclosed hotel location in Florida. Trouble ensues. Subscribe to our weekly newsletter. Text 'hotel' to 66866. Visit the brand new www.novacancynews.com Send us your thoughts and comments to Glenn@rouse.media, or via Twitter and Instagram @TravelingGlenn. Visit our sponsor: Duetto Visit our sponsor: CLIC: California Lodging Investment Conference Subscribe on iTunes: No Vacancy with Glenn Haussman Subscribe on Android: https://play.google.com/music/listen#/ps/Ifu34iwhrh7fishlnhiuyv7xlsm Send your comments and questions to Glenn@rouse.media.  Support the show: https://www.patreon.com/novacancy Follow Glenn @TravelingGlenn Find Bruce Ford on Twitter @BFinNH, and learn more at www.lodgingeconometrics.com Learn more at http://novacancy.libsyn.com Produced by Jeff Polly: http://www.endpointmultimedia.com/

Most hotels want F&B to drive more revenue. A lot of them still make it harder than it needs to be for guests to actually order. Narda Malakzad and Andrea Laderman, co-founders of Goldi, joined me on #NoVacancyNews to talk about something most hotels underestimate: how dietary needs, allergies, and food preferences quietly kill both guest experience and check size. We talk about what actually happens when guests don't know what they can eat, why people avoid asking questions, and how that friction shows up in lower spend and fewer repeat visits. We also get into how a simple, personalized menu experience changes behavior in the dining room and simplifies things for servers and kitchens at the same time. We cover: 🍽️: Why guests with dietary needs often order less than they want to 📱: How a personalized menu changes what people feel comfortable ordering 👩‍🍳: Why this makes life easier for servers and kitchens, not harder 💳: How clarity leads to higher check sizes and repeat visits 🏨: Why locals and hotel guests both matter to F&B success No sponsorship here. I just like smart ideas that help hotels make more money and make guests feel more comfortable doing it.

This episode of #NoVacancyNews looks at how a hotel management merger came together — the conversations, timing, and decisions that led up to it. I spoke with Len Wolman, Chairman & CEO of Waterford Hotel Group, and Bob Habeeb, Founder & CEO of Maverick Hotels and Restaurants, about how their relationship developed, how long the process took, and what needed to line up before they moved forward. They explain what they focused on early, why they chose not to rush, and how owner needs and operational realities shaped their decision. They walk through the steps as they happened, without wrapping the story in theory or hindsight. We cover: 🤝: How the initial conversations started ⏱️: Why timing mattered 🏨: What they needed to see at the property level 📊: How owner considerations influenced decisions 🔄: What surprised them during the process 📈: Why this structure made sense when it did Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.

As markets mature, they begin to specialize. That's something we're seeing more in extended stay and this episode of #NoVacancyNews shows the next stage of evolution when hotels borrow from apartment living and do it thoughtfully. I'm joined by Kate Thompson, Director of Commercial at Sage Hospitality Group, to talk about The Ann Savannah—an apartment-style hospitality concept built for guests who want independence without giving up service. The Ann offers fully equipped kitchens, multiple bedrooms, longer stays without daily intrusion, and a host-driven service model instead of a traditional front desk. At the same time, it still works for one-night stays, groups, and business travelers who want space and flexibility. What stands out is how intentional the operation feels. This isn't about removing service—it's about delivering it when guests actually want it. We cover: 🏠: Why apartment-style living fits modern extended stay 🧳: How guests mix long stays, short stays, and group travel 🧹: Rethinking housekeeping, privacy, and guest control 🛎️: The role of a "host" instead of a concierge 🍳: Why full kitchens matter more than ever 👥: Leading teams in a lighter-staffed, cross-trained environment For hotels, this is a real look at how hospitality keeps pulling ideas from its own past and adapting them for today. Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.

We got something cool for episode 1001! Props to Katie Cline at the Skift Suite Success: Masters of Hospitality podcast for this one. I joined an end-of-year roundtable with some of the most thoughtful voices in hashtag#hospitality media to reflect on what actually mattered in 2025 and what could reshape 2026. Huge thanks to everyone who brought real perspective (and disagreement) to the table: 🎙️: Katie Cline — Suite Success 🎙️: Josiah Mackenzie — Hospitality Daily 🎙️: Zach Busekrus — Behind the Stays 🎙️: David Millili & 🎙️Steve Carran — The Modern Hotelier On hashtag#NoVacancyNews, I focused on two things that kept showing up in every conversation this year — and won't go away in 2026: • the confusion and overconfidence around AI, and • the growing economic bifurcation between ultra-luxury and everyone else. I also shared why I think profitability pressure, critical thinking, and realistic expectations will define the next cycle — and why hospitality needs to stop parroting talking points and start asking harder questions. A big thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com. What this roundtable covers: 🧠: Where hashtag#AI helps — and where the industry oversells it 💰: Why protecting profit mattered more than top-line growth in 2025 🏨: The growing gap between ultra-luxury and the rest of the market 🤝: Why loyalty programs face an identity crisis 🎤: Why conferences, panels, and media need real voices — not scripts 🔮: What each of us sees coming in 2026 (and what worries us) Question for you: Which 2025 trend do you think hoteliers misunderstood the most heading into 2026?

Luxury doesn't mean more steps. It means fewer problems before guests even notice them. Suzanne "Dr. Producer" Bagnera, PhD, and I spoke with Mourad Essafi, General Manager of Impression Isla Mujeres (a Hyatt all-inclusive), on #NoVacancyNews about what ultra-luxury actually looks like when you stop adding layers and start removing friction. Mourad talks about how his background in sales and operations shapes the way he runs the resort, why the arrival experience starts before guests ever reach the island, and how small operational decisions change how people actually feel about a stay. We also get into what "endless privileges" really means in practice, why convenience often beats opulence, and how guest feedback turns into real changes on property. We cover: 🚤: Why check-in now starts before guests board the catamaran ☕: How one simple coffee change improved guest flow 🛎️: Why luxury often means saving time, not adding steps 🍽️: How experiential dining and hands-on moments build loyalty 🌱: How sustainability and local partnerships shape the guest experience 👥: Why GMs with sales backgrounds see operations differently Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.

The gap between luxury hotels and everyone else keeps getting wider — and ignoring it won't make it shrink. Suraj Bhakta, CEO & Chief Legal Officer of NewGen Advisory, and I spoke on #NoVacancyNews about what's driving that divide. More important, we talked through actionable insights owners outside the luxury segment can actually implement. Suraj and I get into why upper upscale and #luxury continue to separate from the pack, how price sensitivity hits other segments harder, and why relying on rate alone only goes so far. We also talk through practical ways owners are looking beyond RevPAR and starting to think about total revenue without taking on massive capital projects. We cover: 🏨: Why luxury continues to outperform other segments 💸: How price sensitivity affects margins outside luxury 📊: Why owners look beyond RevPAR to total revenue 🚲: Experiential #hotel revenue ideas that actually move the needle 🧳: Why extended stay keeps attracting owners and capital 📈: How transaction activity could shape the second half of the year Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.

Food and beverage does more than fill seats — it creates memories, reasons to return, and stories guests take home. That's the focus of this episode of #NoVacancyNews, filmed across Resorts World Las Vegas. I'm joined by Josef Wagner, Senior Vice President of Food & Beverage at Resorts World Las Vegas, for a walk-and-talk look at how a modern integrated resort uses F&B to drive engagement beyond gaming. Josef shares how Resorts World approaches pop-ups, immersive lounges, celebrity chef partnerships, and venue flexibility — all with the goal of giving guests something new to experience every visit. From rooftop mixology activations to food hall experimentation and live entertainment integration, this conversation shows how F&B becomes a strategic growth engine, not just an amenity. What stood out to me is how intentionally the team tests ideas before locking them in. Pop-ups act as real-time focus groups, allowing the guest — not a spreadsheet — to decide what stays. We cover: 🍸: Why immersive lounges matter more than ever 🍽️: How pop-ups reduce risk while encouraging innovation 🎶: Using entertainment and dining together to extend guest stays 🏨: Designing F&B for locals, repeat guests, and first-time visitors 📊: Letting guest behavior guide long-term concepts For operators, this episode shows how food and beverage drives differentiation, loyalty, and revenue when experience leads the strategy. Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.

Most hotels look good. That's not the problem. The harder part is giving people a reason to stay longer, spend more, and remember why they were there in the first place. In this episode of #NoVacancyNews, I talk with Alexis Readinger, Founder of Preen, about food-and-beverage design and how often hotels get it almost right — and why "almost" usually isn't enough. Alexis and I get into why so many hotel restaurants and bars start to feel interchangeable, how that happens, and what gets lost when design decisions don't start with a clear point of view. We talk about experiential dining, design trends, capital choices, and why solid food alone doesn't save a space that doesn't quite work. This interview was supposed to happen in person at ALIS Design. We ended up doing it remotely, which is pretty on-brand for how plans tend to go.

What hotel owners and investors are doing matters more than what gets said on stage. In this episode of No Vacancy, Glenn Haussman connects with Bruce Ford, SVP at Lodging Econometrics, as he reports from ALIS in Los Angeles. Bruce shares what he's seeing in the data and hearing in off-the-record conversations. The discussion focuses on how owners weigh new development versus conversions, how capital continues to move, and what influences decision-making as the industry looks toward 2026. Topics include: • How owners compare new development, conversions, and recapitalization • Where cost pressure continues to affect returns • How AI conversations sound more practical than speculative • Why certain asset types keep attracting investment • How labor and operating costs affect large hotels • Why portfolio reshaping and consolidation remain on the table Sponsored by Unifocus — technology that drives value. Learn more at Unifocus.com.

This Day 3 ALIS update focuses on what the data shows — not predictions, not sentiment. In this episode of No Vacancy, Glenn Haussman connects remotely with Bruce Ford, SVP at Lodging Econometrics, who is on the ground at ALIS in Los Angeles. Bruce walks through current pipeline data and how it lines up with conversations happening at the conference. The discussion stays focused on pipeline mix, renovation volume, brand activity, and where capital continues to move across markets. Topics include: • How conversions and renovations show up across the pipeline • Where midscale brands appear most frequently in current data • What renovation volume looks like compared to prior cycles • How brand consistency factors into development discussions • How financing conditions shape development decisions • Which markets continue to show momentum Sponsored by Unifocus — technology that drives value. Learn more at Unifocus.com.

Regional casino resorts don't win anymore by adding square footage — they win by designing experiences that keep guests longer and spending more. That's the focus of this episode of #NoVacancyNews. I'm joined by Kelly Devine, Principal and Partner, and Emily Marshall, Principal and Interior Design Leader at HBG Design, and guest host Dr. Suzanne Bagnera to talk about the evolution of regional gaming resorts and what operators should be paying attention to right now. We use Gun Lake Casino Resort in Michigan as the case study, breaking down how design decisions directly affect length of stay, guest behavior, operational efficiency, and profitability. This isn't about pretty spaces for Instagram — it's about building resorts that actually perform. What stood out to me is how intentionally HBG starts with operations first. They design the engine before the body, which explains why these projects drive measurable business results instead of just visual impact. We cover: 🎰: Why regional casinos now compete with Vegas-style destination resorts 🏨: How hotel design influences gaming behavior and length of stay 🧠: Designing rooms guests enjoy — without keeping them away from the casino 🧹: Why housekeeping flow, durability, and turnover time matter more than finishes 🎤: Programming spaces to keep locals and repeat guests coming back 📈: How smart design directly ties to revenue growth For hotels and casino operators, this conversation shows how design becomes a business tool, not a vanity project. Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.

Hotel loyalty gets talked about a lot. This conversation focuses on how it actually works. For this #NoVacancyNews, I spoke with Chris Hartley, CEO of Global Hotel Alliance, about what loyalty looks like when you stop chasing vanity metrics and start paying attention to repeat behavior, engagement, and direct bookings. Chris explains how GHA approaches loyalty across a global portfolio of independent brands — where cooperation matters more than competing for attention and where repeat stays tell you far more than raw membership numbers. We recorded this conversation during ALIS in Los Angeles. Chris made the trip in from Dubai. I got snowed in on Long Island, where I'm still slightly bitter days later, watching conference badges from afar and missing hanging with everyone. We cover: 🔁: Why repeat stays matter more than total member counts 📊: How GHA defines "active" loyalty members 🌍: Why international, multi-brand stays outperform single-brand loyalty 💻: Shifting business away from expensive third-party channels 🏨: How independent hotels compete globally without inventing new brands 📈: Why direct bookings and engagement keep accelerating Special thanks to Unifocus — technology that drives value. Check them out at Unifocus.com.  

I'm still not at ALIS — snowstorms and airlines had other plans — but that doesn't stop the conversation. This episode of #NoVacancyNews brings Day 2 coverage straight from Los Angeles. Our roving reporter is Bruce Ford, SVP at Lodging Econometrics, reporting live from ALIS while I hold down the Haussman Resort Pool Club & Smokehouse under about 10 inches of snow. Bruce and I talk through what keeps coming up in conversations right now — not panic, not optimism, but a sense that the industry has landed on a plateau and hasn't figured out the next move yet. We cover: 🏔️: Why forecasts for 2026 feel muted 🔄: How this cycle echoes 2003 more than people admit 🛠️: Why renovations and conversions keep winning 💻: Where owners actually spend money on technology ⚽: How the World Cup may help some cities — but not everyone It's a practical check-in from the floor, with a little Jets trauma and snow shoveling mixed in.

When rooms, tech, and amenities start to feel the same, hotels lean on food and beverage to differentiate — and that's the focus of this episode of #NoVacancyNews, recorded during ALIS. I'm joined by Phil Colicchio and Trip Schneck of Colicchio Consulting, talking from Los Angeles while I deal with snow back home. We talk about the pressure hoteliers feel around food and beverage right now — rising costs, operational stress, and the need to make restaurants work financially without turning them into generic hotel outlets. What stood out to me is how directly they connect F&B to experience. Hotels use tableside service, presentation, fire, buyouts, and flexible programming to give guests a reason to choose one property over another. We cover: 🍽️: Why experiential F&B drives differentiation 🔥: How presentation and design create built-in entertainment 🏨: How hotels use restaurants to support asset value and repeat visits 🍷: Why differentiation doesn't require celebrity chefs ☕: How wine bars, coffee programs, and flexible concepts perform 🎯: Designing F&B around the actual audience, not trends

I didn't make it to ALIS this year thanks to a snowstorm — and Delta taking our pilot as we were boarding!! But we're not letting 2,500 miles get in the way of a little #NoVacancyNews content. Bruce Ford, SVP at Lodging Econometrics, is reporting from ALIS while I shovel snow back at the Haussman Resort Pool Club & Smokehouse. Bruce and I talk #hotel franchising trends right now: 🏗️: Why conversions continue dominating new development 💰: Why financing cash flow beats financing new construction 🏨: How midscale conversion brands from Hilton, IHG, and Marriott keep accelerating 🔄: What brand proliferation really means for owners ⚖️: Why public brand growth helps shareholders but complicates owner decisions ⚽: How FIFA World Cup cities may outperform — and why others need to rethink strategy Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.

Building franchise relationships isn't about brand standards — it's about listening, flexibility, and time in the field. That idea sits at the center of this episode of #NoVacancyNews. I'm in Massachusetts at the global headquarters of Sonesta International Hotels, talking with Phil Hugh, Chief Development Officer. Phil walks through how stepping into the CDO role pushed him out of the office and onto the road for roughly 60 days, visiting properties, meeting with owners, and seeing firsthand what it actually takes to operate hotels across the economy, midscale, and upscale segments. What comes through clearly is how Sonesta has changed how it shows up for owners — from flattening its organization to putting real focus behind Americas Best Value Inn, refining its portfolio, and structuring franchise agreements around long-term success instead of short-term wins. We cover: 🏨: Why Sonesta streamlined its leadership structure 📍: How non-competing brands benefit owners 💰: What the flat-fee model means for profitability 🪧: Why curb appeal and signage still matter 📈: How Sonesta plans to grow heading into 2026 🤝: What owners actually want from a franchisor today Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.

Luxury shows up in the small moments, not the marble — and that idea sits at the core of this episode of #NoVacancyNews. I spent time with Christophe Baraton, General Manager of Shutters on the Beach, to talk about what hospitality looks like when you lead from the property level instead of a spreadsheet. Christophe runs a 30-year-old beachfront hotel with deep roots in its local community, long-tenured team members, and guests who return because they feel known. We talk about leadership during crisis, how Shutters became a refuge for locals during the Los Angeles fires, and why anticipation—not opulence—defines modern #luxury. What stood out to me is how clearly he connects culture to results. When employees feel cared for, guests feel it immediately. We cover: 🏨: What authenticity actually means to guests 🔥: Leading through crisis with empathy and action 👥: Building culture that keeps people for decades ✨: Why anticipation beats excess in luxury 🍸: Adapting to low-ABV and non-alcoholic beverage trends 🤖: How hotel leaders approach AI without losing the human touch For #hotels, this comes down to leadership, consistency, and care — delivered every single day. Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.

Hotel food & beverage doesn't fail because of trends — it fails when concept, design, and execution never fully line up. On #NoVacancyNews, I'm joined by Ami Alexander, Managing Partner at Barrel Aged Management, to talk about how #hotel #restaurants actually get built, refreshed, and kept relevant over time. Ami's background spans luxury hotels, global restaurant groups, and lifestyle brands, including time with Hakkasan, Sydell Group, Montage, and Pendry. That perspective shapes how she thinks about storytelling, training, and why hotels can't afford to treat F&B as an afterthought. What stood out to me is how often restaurants get compromised long before they open — furniture chosen too early, kitchens designed without the menu in mind, or concepts forced to fit an already built box. We cover: 🍽️: Why the concept needs to come first, not the floor plan 🎨: How design, furniture, music, and menu all tell the same story 👥: Training teams when experience is scarce but expectations are high 🌍: Lessons from global restaurant expansion that apply directly to U.S. hotels 🔄: When restaurants need a refresh — and how to do it without starting over For hotels, it's a practical look at how strong F&B becomes a competitive advantage instead of a constant headache. Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.