The thread that ties a great stay together

Sometimes the things that matter most are often the hardest to measure. That shows up in marketing getting written off when it can’t be cleanly tied to revenue, in the missed opportunity to give people reasons to engage with your property even when they’re not checking in, and why transitional spaces—hallways, thresholds, in-betweens—end up shaping memory often as much as marquee moments. The connective tissue is the story.

And in your inbox tomorrow: A Mint Pillow Q&A with Gavi Wolf, CEO and co-founder of Indiewalls, who shares why art shapes guest perception and why thoughtful curation has become an increasingly important differentiator for hotels.

Death by a thousand logins. Hoteliers spend significant time bouncing between platforms, thanks to disconnected tech stacks and the operational gymnastics required to make them function. The “toggle tax” is real, and it’s a time suck.

Independence Day can be every day (with rewards!). Indies can retain their identity and provide perks thanks to the new Cloudbeds/Journey partnership, which combines AI-powered guest intelligence with a cross-property rewards program designed to drive more direct bookings.

Because most hotel tech frustrations aren't discovered in demos. Actabl is betting that better hospitality technology starts with spending more time inside hotel operations and less time talking about them.

Time to nominate your MVPs. Nominations are now open for the American Hotel & Lodging Association and its foundation's 2026 General Managers of the Year Awards and the Stars of the Industry Awards. If you've spent the year complaining that the best people never get recognized, this is an excellent time to do something about it.

Your best guests are a big clue. A clear identity means making peace with the fact that some guests will happily book elsewhere.

Quore keeps everything moving in one clear flow, so teams know what's ready, what's next, and what needs attention now.

This is the quiet rhythm of real hotel work.

And now, even shoes can make the bed.

Interior designer Cortney Bishop sees gradients as a way to move guests from one experience into another, whether through flooring, wall treatments or subtle shifts in texture. At The Ryder in Charleston, S.C., those transitions help connect inviting gathering spaces and a colorful courtyard into a cohesive whole. Every area feels distinct, yet part of the same “boho modern organic” story.

Why it matters: Guests experience a property as one continuous journey. “How do we create an energy on the way?” was a guiding question for Bishop, who focused closely on the transitions between spaces. Standout areas like the stained-wood mezzanine lobby, the Little Palm pool bar and restaurant and the pool deck each carry their own energy—and thanks to intentional design choices, the spaces connecting them do, too. (Business of Home)

Attitudes around AI are trending towards acceptance, but a recent Mews survey found that 59% of hoteliers still want core guest touchpoints to remain human-led. Founder Richard Valtr agrees, asserting that AI works best behind the scenes, helping hotels learn from guest behavior and smooth out operational friction before it ever reaches the front desk.

Why it matters: No one is looking for ways to replace hospitality, but people are certainly looking for ways to reclaim time. "What are other ways of knowing the customer I can get without sending a 20-page survey? That’s exactly where AI is great because it’s able to learn from the whispers and signals, and that gets smarter over time," Valtr says. The technology may be new-ish, but the end goal is the same as it's always been: making people feel welcome and cared for. (Hotel Dive) 

Hotel marketing generates a host of activities; you know the drill: social posts, email campaigns, ads, SEO updates, OTA promotions... but which ones actually drive revenue? More effort doesn't necessarily lead to more bookings.

Why it matters: Commercial signals are where the real story starts to unfold. A guest checking rates, clicking into a package, returning to your website for a second look, or starting the booking process is doing more than browsing—they're raising their hand. Pay attention to where that momentum stalls. The easier you make it for interested guests to keep moving forward, the more revenue you're likely to capture without spending another dollar on demand generation. (Bookings Boost)

Every evening, a breezeway between Ocean Drive and Collins Avenue in South Beach becomes an outdoor gallery, with contemporary digital art projected onto The Betsy's signature Orb. The program is free, open to the public, and designed to bring artists, locals and visitors into the same shared experience.

Why it matters: Most hotels are happy to hang a few pieces of art on the wall and call it a day, but The Betsy took a different route—and it’s one worth emulating. Giving people a reason to engage with your property, even when they aren’t checking in, builds a deeper connection to the neighborhood you call home, and guests notice when a hotel contributes something meaningful to the place around it. (The Betsy Hotel)

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Mint Pillow is curated and written by Jennifer Glatt and edited by Bianca Prieto.