Sponsored by Freshworks
A good IT system is key for quality guest experience
Guest requests answered in seconds, not hours — so nothing slips through the cracks, and no guest is left waiting.
Learn more →
The best hotels know how to get inside a guest’s head—in the best possible way. They make the outdoors too tempting to pass up, build a service culture where the little decisions do the heavy lifting and find unexpected ways to put a good read in someone’s hands. Different expressions of the same hospitality instinct: make people feel so good about being there that they want to stay a little longer.
📥 In your inbox tomorrow: A Mint Pillow Q&A with author and worst-case-scenario whisperer Rachel Alday, who shares why some of the best opportunities to make a lasting impression happen when things go sideways.
QUICK CLICKS
September understood the assignment. U.S. hotel RevPAR just scored a record 11% year-over-year gain, fueled in part by favorable calendar comps. But with 114.7 million room nights sold—a record high—there was some very real demand doing the heavy lifting.
An infusion of independents. More than 40 HotelREZ properties are joining Wyndham’s Registry Collection, while a separate model will give select Best Loved Hotels access to Wyndham technology and third-party distribution without requiring a full brand conversion.
Don’t build your budget out of habit. Another year, another budget. Before you start moving numbers around, there's a bigger question worth asking: What do you actually want your marketing to accomplish?
Your OTA bookings have commitment issues. OTA reservations are canceling at more than twice the rate of direct bookings: 22% versus 11%. If your rooms are getting booked and then disappearing, it might be time to take a closer look at your channel mix and cancellation policies.
What drives 30% more direct bookings during the holidays? ’Tis the season to be booked, busy and in the black.
SPACE & DESIGN
PUBLIC WeHo’s rooftop view. (Courtesy)
The rooftop is calling, and I must go
Ian Schrager is giving the former Standard Hotel on Sunset a whole new outlook with PUBLIC West Hollywood, and we’re especially here for the rooftop. Designed by architect John Pawson, the 137-room hotel puts outdoor living front and center, with a three-quarter-acre private park and sweeping views of LA.
Why it matters: There’s a lot to love about a hotel that makes you want to spend time outside. At PUBLIC, 75% of the public space is outdoors, giving the property a built-in connection to its LA setting. Indie hoteliers, it’s a fun reminder to look at outdoor areas with fresh eyes—a rooftop can be so much more than a place to grab a drink. (Boutique Hotelier)
TECHNOLOGY
The operational upside of hotel AI
The latest AHLA report puts some useful numbers behind AI’s potential in hotel operations. Created in partnership with Actabl, the research finds that 84% of respondents say AI has improved their own work, while 90% report faster completion of routine tasks.
Why it matters: When a small team needs to make every shift count, technology that cuts down on busywork can make a real difference. The AHLA report found that only 15% see improvements to frontline work, which points to a significant opportunity for hospitality technology providers. The research makes the next step clear: bring those AI-driven efficiency gains closer to the employees who interact with guests every day. (Hotel Online)
GUEST EXPERIENCE
A good story makes a great stay
Who says bookish spaces have to be buttoned-up and boring? Indie properties are finding thoughtful ways to make reading part of the guest experience. At The Mercer in New York, a guest-only library curated by nearby independent bookstore Dashwood Books feels more like a welcoming living room, with cocktails and bites from the restaurant delivered right to your seat. In the Catskills, Hotel Lilien invites guests to curl up by the fire with a collection selected in collaboration with Brooklyn's Books Are Magic.
Why it matters: There’s something appealing about having a place to unwind without feeling the need to socialize. Hotel libraries give guests room to enjoy a good book or strike up a conversation naturally, and partnering with a local bookshop can give guests a chance to discover a local favorite and connect a little more deeply with the destination. (Roadbook)
PEOPLE & STAFF
It’s not about the lime 🍋🟩
That tired-looking lime wedge on a guest’s drink? It’s a small detail, but it can reveal a lot about what’s happening behind the scenes. The same goes for a room that wasn’t quite ready or a front desk interaction that falls short. These moments reflect what employees have been trained to notice, what managers are checking and where service standards aren’t being upheld.
Why it matters: A hotel’s service culture lives in the everyday decisions employees make (often when a manager isn’t around). When small details are repeatedly overlooked, staff can start to assume those standards are optional. The guest sees the final result; your team’s daily habits determine what gets delivered. (Preston Lee on Instagram)
POLL
If an AI agent could take one task off your plate tomorrow, which would you hand over?
Thanks for reading today’s edition! You can reach the newsletter team at [email protected]. We enjoy hearing from you.
Interested in advertising? Email us at [email protected]
Was this email forwarded to you? Sign up here to get this newsletter once a week.
Mint Pillow is curated and written by Jennifer Glatt and edited by Bianca Prieto.
