Your lobby isn’t the first impression anymore

This week, it’s all about flow. 

Your digital presence is doing the first round of hospitality, and if your interactions are awkward (or worse, giving crickets), guests notice long before they ever pack a bag. Your website and socials are your digital lobby where trust begins.

We’re also digging into check-ins: quiet, low-contact arrivals that make your guests feel seen without shouting their personal information across the lobby.

And we explore the magic question: Why do people buy what they buy? Crack that code, and suddenly your rooms, bars and menus feel like they’ve been designed to hit on all cylinders. Go with the flow—but make it a good one from the get-go.

In your inbox later this week: a conversation with Stephane Lacroix, GM of Aspen’s storied Hotel Jerome.

Let's skip the interrogation at the front desk, shall we? Streamlining arrivals with discreet, low-contact check-ins keeps everyone happy (and safe).

Houston, meet Daphne. Austin-based operator Bunkhouse Hotels is back in Houston with a second property, this time with a 49-room gem in the Heights. Hotel Daphne's full-service restaurant and lounge, Hypsi, opened for dinner service last month, while the hotel is now welcoming guests for overnight stays.

Holiday shopping, hotel edition. Seasonal gift guides aren’t just for kitschy knick‑knacks anymore—hoteliers are diving into why people buy what they buy.

Operational upside. Leave it to BLLA to make AI feel less like Silicon Valley theater and more like real leverage. Their new partnership with AICrashcourse.info, an AI education platform, is all about giving indie hoteliers real literacy so you know what to ignore and what’s actually worth your time.

A little modesty, please. One travel influencer’s “desperate plea” for hotel interior designers (he’s not wrong).

Designed for the exhale

Some hotels rush you through the lobby; The Compton invites you to stay awhile. Arkansas' newest boutique hotel is designed to make you feel like you’ve stepped into the landscape without ever leaving the building—think skylights, soft edges and spaces that invite you to slow down and look around.

Why it matters: Indoor and outdoor boundaries blur in subtle ways, letting light and movement do the work. Windows and openings frame views of Bentonville, quietly anchoring the hotel, while skylights pull daylight deep into the building, making the public spaces feel open and breathable. The result is a hotel that feels easy to navigate and easy to settle into. (Boutique Hotelier)

 Above: The Compton's lobby. (Courtesy)

Social media is a service touchpoint

Hotels engaging digitally with intention often fall short and leave a major part of the guest experience underdeveloped. Brady Lowe—founder of the Taste Network and the nonprofit Piggy Bank—challenges operators to stop treating social media like a billboard and start treating it like a hospitality channel.

Why it matters: Social channels and websites function as digital lobbies, where first impressions are formed and trust begins. Lowe says that most brands are posting consistently, but are rarely connecting meaningfully with their audience. He says when they do reach that connection, the difference shows up quickly—in loyalty, perception and revenue. (Top Floor podcast)

Content that keeps pace

Tambourine, a global leader in hospitality marketing technology, just released Presto, a new front-end AI website that lowers the friction between what’s happening on property and what’s being communicated online. Indie hotels are constantly adjusting—seasonally, operationally, programmatically—yet websites are often the last thing to get updated. Newer tools are swiftly removing barriers between hotel teams and their content.

Why it matters: Staying current online often feels harder than it should. The goal isn’t constant reinvention, just the ability to adjust when needed. When the digital front door reflects the real one, guests arrive with clearer expectations and more confidence. (Hospitality Net)

Rising capital confidence

The Fed’s latest rate cut has given some people in hospitality a bit of hope. While it’s not a seismic shift, the chatter points to more comfortable financing conditions ahead. 

Why it matters: Independent properties in creative or lifestyle-forward neighborhoods might find that their story resonates with investors looking beyond big brands. The rate cut could mean that borrowing for renovations or tech upgrades becomes a bit easier or that buyers might re-enter conversations they had shelved. Keeping tabs on how lenders and investors respond gives you a sense of where deal velocity might land. (Hotel Dive)

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