👂 Digital eavesdropping

Your curated dose of hospitality intel is here. On tap: Digital eavesdropping (yes, it’s a thing), loyalty with more freedom and less fine print, and why live events aren’t just cool, they’re cash-smart.

Independent hotels have never had more ways to stand out, and this week's picks are designed to keep your brand buzzing and your bookings climbing. Let's dig in!

Careless whispers. Your guests are already Googling, asking ChatGPT and scrolling social—do you know what they’re finding? Eavesdrop on every digital mention of your hotel (without the awkwardness).

Pack your paddles. Pickleball travel is officially here, blending sport, socializing and a sense of place that aligns perfectly with boutique hospitality. For indie hoteliers, it’s a chance to meet guests where their passions are and turn a popular pastime into a powerful booking driver. 

Morning glory. Say goodbye to the all-you-can-eat buffet line—hotel breakfasts are getting a serious rethink. Food waste, cost and shifting guest expectations are a death-knell for gummy eggs in chafing dishes, opening the door for food that's fresher and infinitely more intentional. 

So basic. After his $200M exit from Microsoft, Kevin Henrikson became an Instacart delivery driver—not for the money (obviously), but for the insights, which are applicable across industries. "Innovation doesn't come from boardrooms," he says. "It comes from understanding your business at the most fundamental level." 

Bienvenidos a Miami. Tablet’s latest Dispatch highlights 12 Miami hotels that each capture a different facet of the city’s character. Far beyond the beachfront stereotype, the stays redefining Miami prove that travelers are drawn to places with personality and perspective. 

Where the light is

Oregon's Lightwell Hotel & Spa is Downtown Hood River’s first full-service hotel to open in over a century—a historic revival wrapped in natural light and original wood floors, with a rooftop that frames the Columbia River Gorge like a postcard. When the space tells a story, the experience sells itself.

Why it matters: Independent operators can’t always compete on points or scale, but they can absolutely win on vibe. And vibe is built through intentional spaces that feel rooted in the place and the brand. The dominant architectural feature and namesake of the hotel is a four-story central shaft of natural light flowing in from a glass ceiling to interior windows and the ground floor. Every square foot feels intentional: a spa carved from stone, a lobby layered with history, a bar designed for sunsets. Lightwell proves that epic design can spark epic guest experiences. (Sip Magazine)

When is the best time to switch your PMS?*

It may feel like the answer is never, but the truth is, the best time is now. No team should struggle daily with clunky reports or backtracking guest details. With the right support, making the switch becomes a strategic move—not a disruption.

The right timing makes all the difference:
Shoulder season: Lower occupancy gives staff space to learn.
Before seasonal peaks: Get ahead of the ski, beach or summer rush.
After budget approval: Aligns spend with strategy.
During other tech updates: Sync upgrades across POS, CRS or CRM.

Why it matters: Independent hotels don’t have the luxury of big IT teams, so transitions can feel daunting. The real key is training and support. Be wary of vendors who only offer limited hours—personalized onboarding and continuous guidance ensure adoption sticks. Switching at the right time turns PMS migration into a competitive advantage. (Skyware)
*Sponsored content

I want what I want, when I want it

Consumers worldwide want more control over how they earn and use loyalty rewards, with four in five preferring to shop with brands that give them that flexibility, according to new research from EPAM Systems. In hotel-speak, this means that indie hotels can lead the way in loyalty that feels less transactional and more like a bespoke welcome.

Why it matters: The data is clear: travelers aren’t just looking for points, they’re looking for choice—and 93% say they’d use customizable reward features if given the chance. Swapping the tired “stay-earn-use” model for a more guest-centric approach could be a game-changer—think about offering a free late checkout, a restaurant credit or a local experience. When you let guests tailor their own perks, it deepens their emotional connection and makes every stay feel extra personalized. (CX Dive)

Savor the scene

Independent hotels are riding a new wave of growth by hosting live events. It's the playbook for staying nimble (and creative) when the economy isn't cooperating.

Why it matters: Live hospitality isn’t just sexy—it’s smart. Events like local music nights or neighborhood chef pop-up dinners bring in extra spend and pack your rooms when they'd otherwise be quiet (event revenue is growing 14%, says AHLA). Add social commerce into the mix—selling stays or local experiences directly through social platforms—and you’re flirting with a 21% better conversion rate. And loyalty? It’s evolving, delivering value in real time. Lean into what big brands can't and enjoy the boost to your bottom line. (Investment Deals)

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Mint Pillow is curated and written by Jennifer Glatt and edited by Lesley McKenzie.