In this episode of Hotel Moment, Dylan Cole, Managing Director EMEA at Revinate, sits down with Diego Calvo, CEO and Co-Founder of Concept Hotel Group, for a conversation as distinctive as the hotels Diego builds. A lifelong Ibiza native, music promoter, collector of over 700 vintage shirts, and passionate champion of cultural hospitality, Diego founded Concept Hotel Group in 2013 with a clear conviction: hotels should be cultural destinations with a genuine personality, not just places to sleep...
Apr 01, 2026•25 min•Ep. 173
In this episode of Hotel Moment, Karen Stephens, Chief Marketing Officer of Revinate, welcomes back Evan Crawford, Vice President of Marketing at Pyramid Global Hospitality, for his second appearance on the podcast. Evan returns with the same operational clarity that made his first appearance so valuable, but this time the conversation is grounded in the 2026 Revinate Hospitality Benchmark Report and the practical questions of what to do with the enormous volume of guest data flowing into hotel ...
Mar 25, 2026•22 min•Ep. 172
In this episode of Hotel Moment, Karen Stephens, Chief Marketing Officer of Revinate, sits down with Chris Koehler, Chief Marketing Officer at Twilio, to explore the fast-moving intersection of AI, guest data, and the future of hospitality personalization. As the CMO of one of the world's most trusted consumer engagement platforms — and a partner of Revinate — Chris brings a perspective that is both industry-wide and refreshingly personal. He is the exact guest hotels should be designing for: a ...
Mar 18, 2026•23 min•Ep. 171
In this episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate, sits down with Bailey Yeats, Marketing Manager at Revinate, to unpack the 2026 Revinate Hospitality Benchmark Report — eleven years in the making and the most data-rich edition yet. Analyzing 2.8 billion emails, 4.3 million phone calls, 22 million text messages, and 28 million guest reviews from 2025 globally, this report gives hoteliers real behavior-based benchmarks across every major communication channel. The ...
Mar 11, 2026•16 min•Ep. 170
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, for a far-ranging conversation on the state of hotel data, the AI booking journey, and why the industry's biggest competitive threat may not be ChatGPT, but dirty data. With more than twelve years building technology at the intersection of behavioral psychology and the direct booking channel, Charlie brings a uniquely grounded perspecti...
Mar 04, 2026•26 min•Ep. 169
In this strategic episode of Hotel Moment, host Karen Stephens, CMO of Revinate, welcomes back Agnelo Fernandes, CEO of Cote Hospitality with over two decades in luxury hospitality, to discuss Revinate's 11th annual 2026 Hospitality Benchmark Report findings specifically for the voice channel. The report gathered data from Revinate's platform with 12,500+ customers, analyzing 2 billion emails, 28 million guest reviews, 4 million calls, and 22 million text messages, diving into tactics for email,...
Feb 25, 2026•25 min•Ep. 168
In this recast episode of Hotel Moment, Bryson Koehler, CEO of Revinate, engages in a thought-provoking conversation with Matthijs Welle, CEO of Mews, about the critical importance of data security in the hospitality industry. As technology continues to transform hotel operations, that same technology should keep up with the security challenges that hoteliers face. Together, they discuss: The evolution of hotel technology from legacy DOS systems to modern, integrated platforms How cybercriminals...
Feb 18, 2026•29 min•Ep. 167
In this inspiring episode of Hotel Moment, host Karen Stephens, CMO of Revinate, sits down with Rachel Humphrey — a connector, storyteller, and leading advocate for women in hospitality leadership. As Co-founder and chair of the Women in Hospitality Leadership Alliance and Co-founder of the award-winning Personal Stories podcast, Rachel brings unique perspectives on career pivots, authentic leadership, and creating meaningful access across the industry. What you'll learn: ● Rachel's unconvention...
Feb 11, 2026•29 min•Ep. 166
In this announcement episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate, previews the upcoming 2026 Hospitality Benchmark Report — Revinate's 11th annual data analysis providing actionable insights for hotels worldwide. Drawing from over 12,500 customer properties and analyzing more than 2 billion emails, 28 million guest reviews, 4 million calls, and 22 million text messages, this report serves as a strategic training manual for the modern hospitality landscape. What you'...
Feb 04, 2026•6 min•Ep. 165
In this recast episode of Hotel Moment, Karen Stephens engages with Aradhana Khowala, CEO of Aptamind Partners and a visionary leader in regenerative tourism development. With extensive experience advising presidents, prime ministers, and global CEOs across 85 countries, Aradhana brings a provocative perspective to the hospitality industry's most pressing challenges. Throughout the conversation, Aradhana challenges the industry's approach to sustainability, arguing that tourism has been fundamen...
Jan 28, 2026•28 min•Ep. 164
In this strategic episode of Hotel Moment, Dylan Cole, Managing Director EMEA at Revinate, teams up with Nick Ellis, Country Director Oceania & Indonesia and Enterprise Director SE Asia at Revinate, to translate the five major 2026 hospitality trends into practical applications for Australia's unique market. Dylan notes that showing up to Australian hoteliers with decks of global best practices causes immediate tune-out because the market needs specialized treatment, while Nick acknowledges ...
Jan 21, 2026•18 min•Ep. 163
In this episode of Hotel Moment, Dylan Cole, Managing Director EMEA at Revinate debuts as podcast co-host with over 13 years at the company across New York, San Francisco, Singapore, and Amsterdam offices — bringing essential regional context to the five major hospitality trends shaping 2026. While the previous trends episode covered hyperpersonalization, unified tech stacks, real-time decisioning, cybersecurity and privacy, and guest engagement platform evolution from a global perspective, Dyla...
Jan 14, 2026•10 min•Ep. 162
In this special recast trends episode of Hotel Moment, host Karen Stephens, Chief Marketing Officer at Revinate, and Brenna Turpin, Marketing Coordinator at Revinate, preview what hoteliers should expect in 2026. Withinsights from conversations throughout 2025, they identify five critical themes that will reshape the industry. What you'll learn: Hyper-personalization becomes mainstream : Building on Carlo Del Mistro from Ennismore's 2025 prediction, personalization shifts from collecting prefere...
Jan 07, 2026•21 min•Ep. 161
In this celebratory New Year's Eve episode of Hotel Moment, host Brenna Turpin, Marketing Coordinator at Revinate, reflects on an extraordinary year for the podcast that saw it reach over half a million listeners and climb to the top three on Apple Podcasts for Hotel Technology. Rather than simply counting downloads, she curates the wild stories, crisis moments, and bold decisions that reminded listeners why hospitality is such a special industry. What you'll learn: Redefining luxury service: Je...
Dec 31, 2025•17 min•Ep. 160
In this celebratory episode of Hotel Moment, host Brenna Turpin, Marketing Coordinator at Revinate, takes a different approach by curating the most impactful moments from the podcast's archive this year. Rather than featuring a single guest, she presents a carefully selected compilation that showcases both the entertaining personality and serious innovation driving modern hospitality forward. What you'll learn: Rethinking loyalty beyond points: Bashar Wali, founder and CEO of Practice Hospitalit...
Dec 24, 2025•15 min•Ep. 159
In this strategic episode of Hotel Moment, host Brenna Turpin, Marketing Coordinator at Revinate, brings together six powerful direct booking strategies covered throughout the year into one connected playbook specifically designed for holiday demand. Rather than treating each strategy as standalone, she demonstrates how loyalty, segmentation, OTA win back, cart abandonment, lead nurture, and upsells work together as a unified system that turns December into the most profitable direct booking sea...
Dec 17, 2025•12 min•Ep. 158
In this special trends episode of Hotel Moment, hostKaren Stephens, Chief Marketing Officer at Revinate, and Brenna Turpin, Marketing Coordinator at Revinate, take a collaborative approach to previewing what hoteliers should expect in 2026. Rather than featuring an external guest, they synthesize insights from the podcast's conversations throughout 2025 to identify five critical themes that will reshape the industry. What you'll learn: Hyper-personalization becomes mainstream : Building on Carlo...
Dec 10, 2025•20 min•Ep. 157
In this strategic episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate, challenges hoteliers to identify their most expensive guest. It's not the early check-in requester or the upgrade seeker — it's the guest who continuously books through OTAs, not because they prefer third-party channels, but because they're missing a compelling reason to book direct. What you'll learn: Why OTA-dependent guests are your most expensive customers and how commission costs compound over time ...
Dec 03, 2025•6 min•Ep. 156
In this episode of Hotel Moment, Karen Stephens welcomes Jordi Solé, president of UMusic Hospitality and Lifestyle, whose two-decade career in hotel operations across Europe and the Americas led him to create one of hospitality's most innovative concepts. Backed by Universal Music Group, UMusic represents a fundamental reimagining of what hotels can be: entertainment with a room, where music becomes the storytelling platform connecting guests, places, and communities. What you'll learn: Music as...
Nov 26, 2025•20 min•Ep. 155
In this actionable webinar episode of Hotel Moment, Anisha Yadav, Vice President of Customer & Product Marketing at Revinate, and Melissa McMullen, Product Marketing Manager at Revinate, welcome Angela Berkley, Senior Director of Reservation Sales and CRM at CoralTree Hospitality, for a deep dive into strategies that convert during the competitive holiday booking season. Drawing from CoralTree's success across their portfolio, Angela shares specific campaigns, team motivation tactics, and se...
Nov 19, 20250•Ep. 154
In this episode of Hotel Moment, Karen Stephens, CMO of Revinate, sits down with Geoffrey Toffetti, CEO of Frontline Performance Group, whose journey from hotel valet to technology CEO uniquely positions him to solve one of hospitality's most overlooked opportunities. After working his way through front desk, night audit, and hotel management at TradeWinds Resort in St. Pete Beach, Florida, Geoffrey spent over a decade in technology startups before bringing his dual expertise to hospitality in 2...
Nov 12, 2025•30 min•Ep. 153
In this episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate, challenges the conventional view of lead nurturing as simply automated emails and phone calls. Instead, she reveals how effective lead nurturing serves as "the bridge between a potential guest's curiosity and your hotel's next direct booking — a multi-channel effort that builds trust and value at every stage of the guest journey.” What you'll learn: Why lead nurturing goes beyond automated follow-ups to building t...
Nov 05, 2025•7 min•Ep. 152
In this episode of Hotel Moment, Karen Stephens, CMO of Revinate, sits down with Steven Rubin, CEO of Collared Martin Hospitality and adjunct professor at NYU, to explore how boutique hotels can merge innovation with empathy to bring back the soul of hospitality. With nearly three decades of experience across hospitality, technology, and strategy, Rubin leads a growing portfolio of distinctive properties in destinations like Martha’s Vineyard, Nantucket, and Jackson Hole, all grounded in his bel...
Oct 29, 2025•27 min•Ep. 151
In this strategic Hotel Moment webinar, three Revinate experts come together to tackle the biggest challenge facing hotels during Black Friday, Cyber Monday, and Travel Tuesday: how to stand out in the crowded holiday inbox and ensure your campaigns actually reach guests. With deep experience in both hospitality technology and customer-driven marketing, Anisha, Melissa and Freya break down the essentials of email deliverability, strategic campaign planning, and innovative new tools for hotels lo...
Oct 22, 2025•29 min•Ep. 150
In this episode of Hotel Moment, Karen Stephens welcomes Sarah Stephens, Room Reservations Manager at The Broadmoor, for an inspiring conversation about the power of personal connection in luxury hospitality. Managing a Forbes Five-Star property's reservations team for 14 years, Sarah brings unique insights into how the voice channel creates memorable experiences that begin long before guests arrive on property. What you'll learn: The voice channel advantage : Why phone conversations enable spec...
Oct 15, 2025•23 min•Ep. 149
In this tactical episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate, reveals why personalization has become non-negotiable for successful hotel upselling. With 91% of guests now expecting personalized offers, the days of generic promotions are over. Hotels must master the art of delivering the right offer to the right guest at precisely the right time. What you'll learn: The "right guest, right message, right time" strategy that makes or breaks upsell success Why emotional...
Oct 08, 2025•7 min•Ep. 148
In this captivating episode of Hotel Moment, Karen Stephens welcomes Matthias Winkler, CEO of Sacher Hotels, for an illuminating conversation about balancing tradition with innovation in luxury hospitality. Leading the family-owned group that includes the legendary Hotel Sacher in Vienna and Salzburg, Matthias brings unique perspectives on competing with international brands while maintaining authentic Austrian hospitality heritage. What you'll learn: ● Family business advantages : How being the...
Oct 01, 2025•25 min•Ep. 147
In this strategic Hotel Moment webinar, three Revinate experts come together to decode the holiday rush and share winning strategies for Black Friday, Cyber Monday, and Travel Tuesday success. What you'll learn: Industry trend insights : How declining international visitors create opportunities for North American hotels to capitalize on domestic demand, plus the impact of major events like FIFA 2026 and LA Olympics 2028 Avoiding panic discounting : Why "heads and beds" mentality damages long-ter...
Sep 24, 2025•34 min•Ep. 146
In this insightful episode of Hotel Moment, Karen Stephens welcomes Wilhelm Luxem, a seasoned luxury hospitality leader with an impressive 50-year career spanning iconic properties and industry leadership roles. As head of quality commission at Swiss Deluxe Hotels and former GM of the legendary Baur Au Lac, Wilhelm brings unique perspectives on technology adoption in luxury hospitality. What you'll learn: Technology philosophy for luxury hotels : How technology should complement service DNA and ...
Sep 17, 2025•23 min•Ep. 145
In this insightful episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate, addresses a critical question facing modern hoteliers: How do you personalize guest experiences without being creepy? With consumer expectations for personalization rising globally, hotels must navigate the delicate balance between helpful customization and privacy invasion. What you'll learn: Why 40% of US consumers expect personalized online experiences and how this translates to hospitality The diffe...
Sep 10, 2025•9 min•Ep. 144
