Hospitality starts in the inbox

This week’s hospitality roundup has a little flavor, a little strategy and a little “check your margins” energy. 

First up: dining is driving travel, and let’s be real—a killer meal can be the whole reason someone books a stay. We’re also spilling the tea on pre-arrival emails (yes, guests are reading them—and silently judging), plus why your payment setup might be sneakily skimming your profits. Small tweaks, big payoff. Let’s get into it.

Beyond making ends meet. Budget season is upon us. That blood-sweat-and-tears document isn’t just about cutting expenses, it’s your strategic launchpad for 2026. This guide offers practical steps for creating a high-performance budget that brings more visibility, more conversions and more revenue back to your property. 

Table for two, please. Dining is driving travel decisions more than ever, and OpenTable and KAYAK have taken note. With nearly half of Americans booking trips around restaurant visits, the two platforms have teamed up to release their first-ever list of the Top 100 Hotel Restaurants in the U.S., spotlighting the places where exceptional stays meet unforgettable meals. 

Fighting the good fight. Last week, the AHLA Foundation brought together survivors, experts and hotel industry leaders at its annual No Room for Trafficking (NRFT) Summit, reinforcing hospitality’s role in the fight against human trafficking. The insights shared—especially from those with lived experience—continue to guide how the industry builds meaningful, survivor-informed solutions.

Save on the trip, splurge on the hotel. It’s somehow already August and Labor Day is sneaking up fast. Still need a summer getaway? These 10 destinations are easy on your wallet so you can splurge where it counts—on experiences, not airfare. 

I’m all ears. Here's a fresh take: every hotel needs a Chief Listening Officer—someone whose entire job is to ensure guest and employee voices don’t just get heard, but acted on. Scott Eddy says that’s exactly what hospitality needs to boost loyalty and up its game.

Artistic aesthetic

Art, history and hospitality collide effortlessly under a sculptural canopy in a 100+-year-old Art Deco landmark in Miami. The Moore's boutique hotel, club, workspace and restaurant all revolve around a signature atrium beneath Zaha Hadid’s Elastika sculpture, creating an immersive guest environment. It’s the kind of place where design does more than decorate—it differentiates.

Why it matters: The Moore transformed a 1920s neoclassical warehouse into a spatial story filled with gallery-quality design and sculptural art—in other words, it's a cultural destination smack in the middle of Miami's Design District. The 15 suites are carefully crafted retreats that channel the warmth of a pied-à-terre, pairing upscale design with a lived-in, personal feel. Every public space and suite draws on Pan‑American design craftsmanship and is curated with furniture from São Paulo–based Sossego to evoke elegance without excess. Indie hotels, be inspired: even small footprints can punch above their weight by leaning into cultural identity and craftsmanship. (Sossego Design)

To whom it may concern

Pre-arrival messages shouldn’t feel like Just. Another. Email. They’re your chance to say, “We’re ready for you” (or "We're expecting you"...cue the "Love Boat" theme). The right message—including tone, timing and format—can build trust and excitement for a guest’s stay. Done well, pre-arrival communication feels more like genuine hospitality and lot less like marketing.

Why it matters: Guests are more likely to open email and engage when messages feel personal and thoughtful rather than transactional. Pre-arrival communication is an opportunity to highlight what makes your property special, and when you meet guests with warmth before they arrive, you set the tone for a stay they’ll remember. Plus, it can smooth check-in, reduce questions and open the door for thoughtful upsells. (eHotelier)

Put on your readers—it’s fine print o’clock

Are credit card fees quietly cutting into your peak-season profits? Payment mistakes only make it worse, and it's on you to turn the tide. From confusing surcharge rules to surprise processor fees, noncompliance can cost you big.

Why it matters: Think of payment processing as a controllable expense, not just a cost of doing business. Rules around surcharging vary by state and if you’re not up to speed, you could face penalties or chargebacks.

"Processing fees aren’t a fixed cost; they’re negotiable, but only if you know the right questions to ask... Understanding what you're being billed for is the first line of defense against margin loss."
—Eric Cohen, CEO, Merchant Advocate

Beyond compliance, understanding what you're actually paying—fees hidden in statements, tiered pricing, add‑ons—is critical: without that clarity, you could be forking over extra without even realizing it. A quick payment checkup now can save you thousands later. (Hospitality Technology)

Comparatively speaking

Tired of guessing if you're really keeping up with the competition? With CoStar's Benchmark upgrade, your custom hotel group now shows actual performance data, not just rough averages. That means clearer insights and smarter moves for your business. 

Why it matters: If you manage a small hotel or tiny portfolio, choosing the right benchmark group has always been tricky—how many times have you compared yourself against irrelevant properties? Now, with the upgrade, your custom hotel set shows aggregated performance from real peers, giving you context that actually makes sense. You can finally spot when your ADR, occupancy or RevPAR is underperforming—and, more importantly, figure out why. That’s a fast way to sharpen pricing, forecast more accurately and make winning tweaks that lift your bottom line. (CoStar)

Thanks for reading today's edition! You can reach the newsletter team at newsletter@mintpillow.co. We enjoy hearing from you.

Interested in advertising? Email us at newslettersales@mvfglobal.com

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