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/

Chapter 2 of this 6-part CoralTree Customer Journey series gets into the part a lot of companies talk about and then struggle to execute: team empowerment. Customer journey work sounds soft until you tie it to labor, service consistency, guest loyalty, and revenue. This chapter gets into the people side that makes the strategy work. I talk with Sean Beucler, SVP of Operations at CoralTree Hospitality, about trust, recognition, decision-making, and how leaders build a culture where teams can act with confidence. Here is what we cover: ·        Why Sean says the biggest focus now is the team, not just the process ·        What real empowerment looks like in hotel operations ·        Why recognition drives repeated behavior ·        How leaders handle mistakes without killing trust ·        How guest experience connects to occupancy, ADR, and owner results ·        Why the best ideas often come from line-level teams Missed Chapter 1? Start there first - it sets up the leadership strategy behind this week's operations conversation. Next week: we move into the standards/framework and the commercial impact. Want to follow the full series and catch any chapters you miss along the way? Subscribe to the #NoVacancyNews newsletter by texting HOTEL to 66866. Thanks to Unifocus for supporting this series. Unifocus, technology that drives value. Visit Unifocus.com.

Everybody keeps saying "AI" like it's one thing. It isn't. Suzanne co-hosts with me for this one, and we bring in Ira Vouk, someone we constantly see on the conference circuit. Ira teaches, writes, and helps companies make sense of what's coming, so we asked her for actionable insights instead of ponderous theory. I'm sharing it here on #NoVacancyNews because hotels need practical moves, not more theory. We stick to a few things that actually matter: 🤖 AI isn't new — but 2022 changed who can use it and how fast it spreads 🔎 Search and distribution change first, so hotels need to make their own websites readable to machines 🧼 Ira calls out "AI-washing" and pushes a simple filter: where does AI show up, what's the use case, and what ROI do you get Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com.

Global hotel "conditions" don't hit everyone the same way. The big franchise companies play a global game. Most owners play a street-corner game with one asset and one set of debt terms. That gap matters. I talked with Bruce Ford (SVP, Lodging Econometrics) about the global pipeline and the economic forces shaping what actually gets built, renovated, or converted right now. I'm sharing it under hashtag#NoVacancyNews. 💸 Inflation shows up everywhere: it costs the average American family about $1,000 more this year, and it costs about 25% more to run a hotel now than at the start of the pandemic 🏦 Debt still drives decisions: even when rates move, owners still have to make the math work on acquisitions, renovations, and conversions 🔧 The world leans hard into existing assets: Bruce sees about 2.5x more renovations/conversions globally than rooms under construction for new hotels 🏷️ Brands push harder on PIPs and standards again, and owners push to monetize every revenue dollar per square foot 🏨 We zoom out on what "global" means for the majors: pipeline scale, brand portfolios, and why Hilton/Marriott/IHG think differently than a single-property owner ✨ Then we hit the fun part: what the global pipeline says about luxury, lifestyle, extended stay, dual-branding, and where the big flags grow next Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com.

From October 2025   Recorded live at the Southern Lodging Summit this past August as part of the keynote luncheon, Mitch Patel, President & CEO of Vision Hospitality Group, sat down with Glenn Haussman to share his journey from a single $3,000 investment to leading one of the most respected hotel companies in the U.S. In this conversation, Mitch explains: Why operational excellence and team culture are the true foundations of success How Vision Hospitality keeps growing even when the market tightens What "building a brick house" really means for long-term profitability How to inspire the next generation to find purpose in #hospitality   🎙️ Sponsored by Actabl — giving hoteliers the tools and data to drive real #profitability. 👉 Learn more at actabl.com

Quite frankly we're scared about this one. Fortunbately the iconic Dorraine Lallani is back to bring class to this mess of a happy hour show. Glenn, Craig and Suzanne are a bit scared for the quick return of Pink Pony Club founder Patty Jefferson because they're worried they don't have what it takes to horse around.

Conversions still beat new construction in a lot of markets right now, so I wanted to get specific on what Bruce Ford sees across the Americas pipeline. I talked with Bruce Ford (SVP, Lodging Econometrics) about where projects are moving, where they're stalling, and what owners/operators/investors should watch in Canada, Latin America, the Caribbean, and the U.S. for #NoVacancyNews. Here's what we cover: 🏗️ Canada shows roughly 2x as many renovation/conversion rooms as rooms under construction 🇨🇦 Bruce explains where he still sees room to grow in Canada, especially upper midscale and upscale 🌎 In Latin America, he points to uneven activity, with stronger momentum in Mexico than some other markets 🏝️ We talk Caribbean resort redevelopment, including repositioning and storm-related rebuild activity 🏨 Bruce explains why soft brands matter when owners want local character plus distribution power 🇺🇸 In the U.S., renovations/conversions still run at about 2x rooms under construction 📉 He says the market likely needs another rate cut or two before more projects move into the ground ⚽ We also hit World Cup city activity and why smart developers don't build around one event alone 💬 Bruce asks what topics you want next: cities, regions, new construction, renovations, or broader real estate trends Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com.

To kick off the week, I wanted a hard look behind the numbers. We hear a lot of takes—so what's real and what's not? I called our buddy Bruce Ford (SVP, Lodging Econometrics) to pressure-test World Cup demand, international travel, and the conversion-brand land grab for the hashtag#NoVacancyNews crowd. Here's what we put numbers on: ⚽ 2026 World Cup: 48 teams across the U.S., Mexico, and Canada 🌍 International plane arrivals are about 6% down 🚗 Canadian trips to the U.S. down about 22–23% 💸 2026 operator reality: work the P&L and monetize every square foot 🤖 Booking changes in 2–3 years, with AI in the mix 🏷️ Brand strategy: more hashtag#hotel conversion deals and more "white space" flags Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com.

We're exploring maximizing hashtag#hotel Customer Journey opportunity!!!! To kick off this 6-part Customer Journey series, I wanted to start at the top: why this matters now and how leadership turns better service into an actual company-wide plan. We'll be focusing on how CoralTree Hospitality is leveraging tech to connect with customers. In Chapter 1, I talk with Tom Luersen, President of CoralTree Hospitality, about why CoralTree spent a year building this strategy and how they are thinking about customized guest experiences at scale. Here is what we cover: ·       Why CoralTree made the guest journey a priority now ·       Why they spent a full year building buy-in instead of rushing rollout ·       How they built a real plan (not a one-time initiative) ·       Standards of Care vs. standard procedures ·       How they balance technology with high-touch service ·       Why continuous improvement matters as guest behavior changes Next week: we get into the operational backbone - empowerment, trust, and team culture. Want to follow the full series week by week (and catch any chapters you miss)? Subscribe to the hashtag#NoVacancyNews newsletter by texting HOTEL to 66866. Thanks to Unifocus for supporting this series. Unifocus, technology that drives value. Visit Unifocus.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?

Puerto Rico rainforest on one side. Ocean on the other. A 607-acre resort in the middle. I talked with Chris Sariego, COO of LionGrove, at Wyndham Grand Rio Mar about how they used a $70 million reinvention to reposition the property around eco-experiences, expand amenity appeal, and keep more spend on-property. 🌿 Chris explains how they stopped treating it like "just a big hotel" and rebuilt it as a destination resort tied to the local ecosystem 🧪 They brought in local scientists and environmentalists to shape guest programming around the environment 🐢 They now run protection efforts for three endangered turtle species that nest on the property 🚣 Chris describes a sunrise kayak route that runs river → ocean → reef and stays entirely on-property in about two hours 🏖️ He lays out the scale: 607 acres, two miles of beach, rainforest access, and a full resort amenity mix 🍽️ The property includes 15 restaurants, spa, casino, multiple pools, golf, racquet center, and more 🎰 He also highlights the adult side: a new casino, a speakeasy/cabaret concept, and an adults-only pool with butler service + DJs 👨‍👩‍👧‍👦 And they built it to work for families too, with kids programming, water slides, and toddler splash areas

A speakeasy bar with an actual vault door sits off the casino floor at Wyndham Grand Rio Mar. I walk in, meet Michael "Mac" MacDonnell, Vice President of F&B & Entertainment with LionGrove, and we turn it into a "quick chat" that somehow includes popcorn in a martini. #NoVacancyNews 🍸 Mac breaks down the Vault Martini: Belvedere vodka, yellow Chartreuse, orange bitters, popcorn, plus a tableside pour 🧠 He talks "threshold of pain" pricing—how far you push before the guest taps out 🪑 He explains why the Vault runs different than the other outlets: 55 seats, niche vibe, connoisseur guest 🥃 We get into rum country decisions: rare bottles, allocated product, and why relationships matter 💰 He drops the kind of number that makes operators blink: a $300,000 opening liquor order 👀 He shows what "details matter" looks like: glassware, presentation, bartenders who command attention 🕺 He talks training: a full month of coaching so the team performs, not just pours 🌴 We pivot into tropical fun with a tiki-style drink inspired by the Soggy Dollar Bar in the BVI ☕ Then the closer hits: "The Fortified" — local coffee + butter-washed rum + 24-hour prep… and it becomes the #1 seller 🧪 And yes, I taste everything "for scientific purposes" because I take research very seriously

Black Desert Resort shows what "demand drivers" look like when you actually build them. Today we look at Modern luxury on #NoVacancyNews I walk the property with Nicholas Gold, Managing Director, in Ivins (greater St. George / greater Zion), Utah. 🏨 Nick gives the basics: ~600 keys, restaurants/banquets, pool, spa, and a serious golf operation ⛳ They opened just over a year ago and already hosted two PGA tournaments and an LPGA tournament 🏌️‍♂️ Nick says three more 18-hole courses are coming, plus a practice facility 🌊 They're building a $60M, 4.5-acre water park for guests and members only 💰 We talk why that "velvet rope" access helps residential sales and supports premium transient pricing 🍽️ Nick's F&B rule stays simple: make it good, then match concepts to the guest profile and the local market 🧑‍🤝‍🧑 Hiring: Nick hires attitude and personality over skills and uses the eye-contact/smile test as the price of entry 🧗 The adventure program creates differentiated experiences (including 4x4 access up to a via ferrata) 🧖 The spa leans into recovery: cryo, salt inhalation, recovery lounge, sauna/steam, plus outdoor options 🏗️ The resort uses multiple buildings, bell rides, and guest bikes to keep circulation easy at scale Actabl gives you the power to profit. Visit Actabl.com.

Hotels train teams to spot human trafficking and other suspicious activity. Training alone doesn't solve the handoff problem. #NoVacancyNews I talk with Georgine Muntz (CEO) and Patty Jefferson (Chief Revenue Officer) at Visual Matrix about building reporting into the workflow so staff can act fast without leaving their job to go hunt down a manager. 🧠 Georgine says customers asked for better tracking and reporting of suspicious activity on property, including human trafficking 🧾 She points out the gap: training ends with "report it to your manager," but real life turns that into a paper form or a forgotten conversation 🧹 They build a quick "suspicious activity" alert so a housekeeper or maintenance tech can tap a button, add a note, take a photo if relevant, and move on 🔁 Patty emphasizes shift continuity: the alert carries forward so the next shift stays informed instead of starting cold 🌍 We talk language barriers and how tech can help with translation so details don't get lost 🚨 They already include a panic button inside the same application 🚬 The beta users pushed it beyond trafficking: smoking in rooms, pets, and other issues where you need documentation and follow-through

I'm recording this from a hotel room because that's where I live now. I keep hearing "AI" in every hotel conversation, so I pulled in Kevin Duncan, Executive Vice President, Product at Cendyn to talk about what actually works—especially at the front desk.  🤖 Kevin explains how Cendyn connects guest data across CRM, CRS, and other systems so teams work from one guest profile instead of disconnected records 🧠 He talks about using AI to add predictability: what the guest will do next and how the hotel can respond 🛎️ He breaks down front-desk modules that sit on top of the PMS and prompt agents with what the guest prefers so personalization happens in the moment 🏃 He uses a simple example: he runs and uses fitness centers, but hotels still miss that preference even after repeat stays 🍷 We talk privacy and where "helpful" turns into "creepy," plus why opt-in matters 💰 We connect personalization to loyalty and revenue: guests come back when the hotel gets the personal touch right 🧩 He explains Cendyn's content hub concept: keep branding and messaging consistent across digital touchpoints

Wahlburgers cleans up the messy parts of growth so quality stays non-negotiable.  I'm in Las Vegas with Randy Sharpe, CEO, President, and board member of Wahlburgers. He breaks down what he changed, what he cut, and how he plans growth without letting the brand drift. 🍔 Randy talks about meeting Mark Wahlberg through a luncheon tied to a tequila investment—and how that turned into the CEO role 🧑‍🍳 He ties the brand back to Chef Paul Wahlberg, Alma Nove, and the burger-first obsession behind the concept (15-year anniversary later this year) ✅ He explains the reset: new ops leadership, tighter standards, and cutting franchise operators who didn't meet the bar 📋 He describes the cleanup that mattered: 17 different menus down to a clearer core 🏪 He connects restaurants to retail (I first tried the burgers at Stop & Shop) and why he refuses frozen 🧭 He lays out the four models: full-service bar & grill, counter service, captive markets (casinos), and airports 🛫 He talks airports specifically: Logan, Detroit Metro, Sarasota-Bradenton next, and more in the pipeline 📦 He explains pricing by market—but keeps quality consistent everywhere, including a single standardized burger patty supply nationwide 🧰 He shares how retail follows expansion (including a Florida partnership with Home Depot locations driving grocery interest) Actabl gives you the power to profit. Visit Actabl.com.