Hotel Moment

In this 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.

In this episode of Hotel Moment, host Karen Stephens, CMO of Revinate, welcomes back Agnelo Fernandes, CEO of Cote Hospitality, to discuss Revinate's 2026 Hospitality Benchmark Report findings for the voice channel. With only 16-34% of inbound calls being actual reservations, Agnelo shares how Cote treats voice as premium inventory requiring protection through CDP connection and call triaging into revenue versus service categories. He describes two-layer staffing separating highly trained revenue closers from service support staff, unified guest data's paramount importance transforming calls from negotiations into booking experiences, only 56% of profiles containing phone numbers representing missed opportunity, and AI's structural fix role by filtering service calls to give sales protected capacity with CDP data preventing information fishing while handling FAQs for booking confirmations and housekeeping requests.

Read Revinate’s 2026 Benchmark Report here: Revinate.com/hospitality-benchmark-report/

In this recast episode of Hotel Moment, we’re revisiting Bryson Koehler, CEO of Revinate, conversation with Matthijs Welle, CEO of Mews, to discuss the rapidly evolving landscape of hotel data security. Matthijs shares insights on how cybercriminals are becoming increasingly sophisticated in their tactics, and why education is the hotel industry's strongest defense against data breaches. From phishing attempts to AdWord exploitation, they explore practical strategies for protecting guest data and the importance of building a security-focused culture within hotel operations. This conversation offers valuable guidance for hoteliers looking to strengthen their security practices while maximizing the benefits of their technology stack.

In this episode of Hotel Moment, host Karen Stephens welcomes Rachel Humphrey, Co-founder of the Women in Hospitality Leadership Alliance and co-host of the award-winning Personal Stories podcast. Rachel's unconventional journey from 20-year trial lawyer to hospitality executive at AAHOA reveals how fear, curiosity, and imposter syndrome became unexpected career accelerators. Discover why no two paths to hospitality leadership look the same, how the Personal Stories podcast creates access to industry leaders, and why the Women in Hospitality speaker directory with nearly 2,000 women is transforming representation on conference stages.

In this latest episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate announces Revinate's 2026 Hospitality Benchmark Report — 11 years of industry-leading data from over 12,500 properties. Discover why hotels lost $488 in incremental revenue per room despite 34% database growth, how APAC outperformed with 24% email revenue increases, and why 84% of messaging goes invisible. This comprehensive analysis of 2 billion emails, 28 million reviews, and 22 million messages reveals how database health and strategic execution separate hotel superheroes from those with underutilized technology.