The Modern Hotelier

Independent hotels have a secret weapon that the big chains don't have, and in this episode, we unpack exactly how to use it. Welcome to The Modern Hotelier. Today's guest is David Gavaldon, a new member of the Stash Hotel Rewards team who spent years on the hotel side of the program before joining their side. He sits down with host Audrey Yates to break down how independent hotels can compete with corporate giants by building their own loyalty program without losing the independent spirit that makes them special. In this episode, you'll learn: Why loyalty beats OTA traffic — the difference between price-driven OTA guests and the loyalty guests who book direct, feel special, and come back How to compete with the chains — why "we also have a loyalty program" is a powerful line for any independent property The network effect — how getting introduced at one Stash property immediately connects guests to a portfolio of nearly 400 independent hotels across North America Why staff buy-in makes or breaks the program — the one thing hotels get wrong (hint: if the staff doesn't buy in, why should the guests?) Easy integration — how Stash works with almost every PMS and CRS, so you can tap into the network without changing your tech stack The direct-booking advantage — why booking direct is astronomically better for the hotel, and how to spread that message Watch the FULL EPISODE on YouTube: https://youtu.be/JhGTESfEPxU Links: Audrey on LinkedIn: https://www.linkedin.com/in/audrey-yates-0b5331b4/ David on LinkedIn: https://www.linkedin.com/in/david-gavaldon-036b76425/ Stash Hotel Rewards: https://www.stashrewards.com/ For full show notes head to: https://themodernhotelier.com/episode/333 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.

Hotel amenities are the touchpoints guests remember, they matter just as much at $200 a night as at $1,000. In this episode, Steve and David sit down with John Farrell, CEO and Owner, and Kim Peterson, Head of Operations, of Trilipiderm and Curated Comforts, a U.S.-based skincare and spa line that builds fully customized amenity programs for hotels. Kim and John explain why scent is the most memory-evoking sense we have, how signature scents can keep amenity revenue on the property instead of "off the shelf," and how to roll out refillable dispensers without adding operational headaches for housekeeping. They also cover sustainability done properly, FSC-certified materials, reduced kitting and packaging, plus the supply-chain lesson every hotelier should hear everything US-sourced and US-manufactured meant zero disruptions, even through COVID. You'll also get Trilipiderm's origin story (founded 2010 in Jackson Hole) and how the Cloudveil Hotel in Wyoming became their first hotel partner and went on to earn Michelin Keys while its guests raved about the in-room products. If you run a property, own or manage hotel operations, or make amenity and procurement decisions, this episode is packed with practical takeaways on guest experience, sustainability, and building a brand guests remember. In this episode, you'll discover: Trilipiderm's origin story — founded 2010 in Jackson Hole, Wyoming, and how the Cloudveil Hotel became their first hotel partner (now a Michelin Key property). Why scent drives guest experience — how a signature scent turns a bathroom into a branded experience guests remember. Why customized amenity programs win — how to keep amenity revenue on your property instead of buying off-the-shelf. The operational reality of refillable dispensers — rolling them out without housekeeping headaches, plus sustainability done right (FSC-certified, reduced packaging). A hotel supply-chain lesson — why all US-made production meant zero disruption, even through COVID. What hotel owners and ops managers should weigh on amenity and procurement decisions — guest experience, sustainability, and brand building. Watch the FULL EPISODE on YouTube: https://youtu.be/AG9BYZgi9gw Links: Kim on LinkedIn: https://www.linkedin.com/in/kim-peterson-11248767/ TRILIPIDERM: https://trilipiderm.com/ For full show notes head to: https://themodernhotelier.com/episode/332 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.

In this episode of The Modern Hotelier, David Millili and Steve Carran sit down with Anurag Verma, co-founder of PriceLabs, to explore how data, revenue management, and technology are transforming pricing strategies for independent hotels and alternative accommodations. Anurag shares his journey from growing up across India and studying mathematical optimization to working in revenue management at United Airlines and eventually co-founding PriceLabs. He explains how lessons from the airline industry, especially the importance of building systems that can handle messy, real-world data, shaped his approach to hospitality technology. The conversation dives into why relying solely on gut instinct, historical spreadsheets, or competitor pricing can create revenue blind spots. Anurag explains how hoteliers can use market demand, booking trends, events, occupancy data, and their own property performance to make smarter pricing decisions. He also discusses the role of automation and why technology should support human judgment rather than replace it. You’ll also hear how PriceLabs evolved from a solution for a single Airbnb listing into a global revenue management platform serving short-term rentals, independent hotels, B&Bs, hostels, RV parks, and other lodging businesses. In this episode, you’ll learn about: The biggest revenue management blind spots for independent hoteliers Why competitor pricing isn't always the right demand signal How hotels and short-term rentals can think differently about comp sets How PriceLabs was founded and evolved Why independent and smaller lodging businesses can be powerful early customers for new technology This episode is sponsored by PriceLabs: https://hello.pricelabs.co/ Watch the FULL EPISODE on YouTube: https://youtu.be/RiaMuqdwTXs Links: Anurag on LinkedIn: https://www.linkedin.com/in/anuragxverma PriceLabs: https://hello.pricelabs.co/ For full show notes head to: https://themodernhotelier.com/episode/331 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.

How can independent hotels build a profitable distribution strategy while navigating OTAs, direct bookings, metasearch, and AI-driven travel discovery? In this special Independent Hotel Show Miami episode of The Modern Hotelier, David Millili and Steve Carran sit down with Oshick Shams, Partner Manager at SiteMinder, to explore how hotel distribution is evolving and what independent hoteliers need to know to stay competitive. Oshick shares his career journey from sports management and recruiting to hotel technology and partnerships, along with the lessons that shaped his approach to sales, relationship-building, and business development. They also talk about the growing role of AI in how travelers discover hotels, why having accurate information online matters, and how connected technology can help hotel teams spend less time managing systems and more time making smart business decisions. David, Steve, and Oshick also discuss the growing influence of AI on hotel discovery and why accurate, consistent digital information and reviews are becoming increasingly important. They explore how connected technology and data can help hotels reduce manual work, make faster decisions, and unlock greater value from their technology stacks. In this episode, you'll learn: How to evaluate the true profitability of OTAs and other booking channels Why the guest booking journey is increasingly influenced by AI How hotels can improve their visibility across AI-driven discovery What to consider when evaluating hotel technology How smaller independent hotels can access better revenue and performance insights This episode is sponsored by SiteMinder: https://www.siteminder.com/ Watch the FULL EPISODE on YouTube: https://youtu.be/cizfAxl2lmY Links: Oshick on LinkedIn: https://www.linkedin.com/in/oshick-shams-40900b106/ SiteMinder: https://www.siteminder.com/ For full show notes head to: https://themodernhotelier.com/episode/330 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.

What does it take to create a hotel food and beverage program that guests remember, and locals actually want to visit? In this episode, David Millili and Steve Carran sit down with Ami Alexander, Managing Partner at Barrel Aged Management, to explore the evolving role of food and beverage in hospitality. Ami shares lessons from her career with Hakkasan, Sydell Group, and Montage International, including the challenges of opening luxury restaurants around the world and leading a major restaurant launch in Dubai. Ami discusses why today's travelers are increasingly drawn to authenticity, local experiences, strong restaurant concepts, and a sense of place. She explains how hotels can create F&B programs that connect with their communities while maintaining a consistent brand identity across different markets. The conversation also covers the financial pressures facing hotel F&B operations, smarter restaurant design and programming, membership clubs, emerging hotel development markets, and ways hospitality teams can continually reinvent their spaces. Ami also shares practical advice for hoteliers, including how to evaluate existing spaces with fresh eyes, create memorable guest experiences, hire for personality and hospitality, and avoid watering down a restaurant concept. In this episode, you'll hear about: The evolution of hotel food and beverage experiences Why local authenticity matters to today's travelers How hotels can attract both travelers and local guests Why hospitality teams should hire for personality and character Lessons from Ami's career opening luxury hotels and restaurants worldwide Watch the FULL EPISODE on YouTube: https://youtu.be/HnEO4pIKZnM Links: Ami on LinkedIn: https://www.linkedin.com/in/ami-grilly-alexander-a6989a1a/ Barrel Aged Management: https://www.barrelagedmgmt.com/ For full show notes head to: https://themodernhotelier.com/episode/329 Follow on LinkedIn: https://www.linkedin.com/company/the-.. Join the conversation on today's episode on The Modern Hotelier LinkedIn page Connect with Steve and David: Steve: https://www.linkedin.com/in/%F0%9F%8E... David: https://www.linkedin.com/in/david-mil.