ALIS Day 2: Why Hotel Loyalty Only Works When Guests Come Back

Regional casino resorts don't win anymore by adding square footage — they win by designing experiences that keep guests longer and spending more. That's the focus of this episode of #NoVacancyNews. I'm joined by Kelly Devine, Principal and Partner, and Emily Marshall, Principal and Interior Design Leader at HBG Design, and guest host Dr. Suzanne Bagnera to talk about the evolution of regional gaming resorts and what operators should be paying attention to right now. We use Gun Lake Casino Resort in Michigan as the case study, breaking down how design decisions directly affect length of stay, guest behavior, operational efficiency, and profitability. This isn't about pretty spaces for Instagram — it's about building resorts that actually perform. What stood out to me is how intentionally HBG starts with operations first. They design the engine before the body, which explains why these projects drive measurable business results instead of just visual impact. We cover: 🎰: Why regional casinos now compete with Vegas-style destination resorts 🏨: How hotel design influences gaming behavior and length of stay 🧠: Designing rooms guests enjoy — without keeping them away from the casino 🧹: Why housekeeping flow, durability, and turnover time matter more than finishes 🎤: Programming spaces to keep locals and repeat guests coming back 📈: How smart design directly ties to revenue growth For hotels and casino operators, this conversation shows how design becomes a business tool, not a vanity project. Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.

Hotel loyalty gets talked about a lot. This conversation focuses on how it actually works. For this #NoVacancyNews, I spoke with Chris Hartley, CEO of Global Hotel Alliance, about what loyalty looks like when you stop chasing vanity metrics and start paying attention to repeat behavior, engagement, and direct bookings. Chris explains how GHA approaches loyalty across a global portfolio of independent brands — where cooperation matters more than competing for attention and where repeat stays tell you far more than raw membership numbers. We recorded this conversation during ALIS in Los Angeles. Chris made the trip in from Dubai. I got snowed in on Long Island, where I'm still slightly bitter days later, watching conference badges from afar and missing hanging with everyone. We cover: 🔁: Why repeat stays matter more than total member counts 📊: How GHA defines "active" loyalty members 🌍: Why international, multi-brand stays outperform single-brand loyalty 💻: Shifting business away from expensive third-party channels 🏨: How independent hotels compete globally without inventing new brands 📈: Why direct bookings and engagement keep accelerating Special thanks to Unifocus — technology that drives value. Check them out at Unifocus.com.  

I'm still not at ALIS — snowstorms and airlines had other plans — but that doesn't stop the conversation. This episode of #NoVacancyNews brings Day 2 coverage straight from Los Angeles. Our roving reporter is Bruce Ford, SVP at Lodging Econometrics, reporting live from ALIS while I hold down the Haussman Resort Pool Club & Smokehouse under about 10 inches of snow. Bruce and I talk through what keeps coming up in conversations right now — not panic, not optimism, but a sense that the industry has landed on a plateau and hasn't figured out the next move yet. We cover: 🏔️: Why forecasts for 2026 feel muted 🔄: How this cycle echoes 2003 more than people admit 🛠️: Why renovations and conversions keep winning 💻: Where owners actually spend money on technology ⚽: How the World Cup may help some cities — but not everyone It's a practical check-in from the floor, with a little Jets trauma and snow shoveling mixed in.

When rooms, tech, and amenities start to feel the same, hotels lean on food and beverage to differentiate — and that's the focus of this episode of #NoVacancyNews, recorded during ALIS. I'm joined by Phil Colicchio and Trip Schneck of Colicchio Consulting, talking from Los Angeles while I deal with snow back home. We talk about the pressure hoteliers feel around food and beverage right now — rising costs, operational stress, and the need to make restaurants work financially without turning them into generic hotel outlets. What stood out to me is how directly they connect F&B to experience. Hotels use tableside service, presentation, fire, buyouts, and flexible programming to give guests a reason to choose one property over another. We cover: 🍽️: Why experiential F&B drives differentiation 🔥: How presentation and design create built-in entertainment 🏨: How hotels use restaurants to support asset value and repeat visits 🍷: Why differentiation doesn't require celebrity chefs ☕: How wine bars, coffee programs, and flexible concepts perform 🎯: Designing F&B around the actual audience, not trends

As markets mature, they begin to specialize. That's something we're seeing more in extended stay and this episode of #NoVacancyNews shows the next stage of evolution when hotels borrow from apartment living and do it thoughtfully. I'm joined by Kate Thompson, Director of Commercial at Sage Hospitality Group, to talk about The Ann Savannah—an apartment-style hospitality concept built for guests who want independence without giving up service. The Ann offers fully equipped kitchens, multiple bedrooms, longer stays without daily intrusion, and a host-driven service model instead of a traditional front desk. At the same time, it still works for one-night stays, groups, and business travelers who want space and flexibility. What stands out is how intentional the operation feels. This isn't about removing service—it's about delivering it when guests actually want it. We cover: 🏠: Why apartment-style living fits modern extended stay 🧳: How guests mix long stays, short stays, and group travel 🧹: Rethinking housekeeping, privacy, and guest control 🛎️: The role of a "host" instead of a concierge 🍳: Why full kitchens matter more than ever 👥: Leading teams in a lighter-staffed, cross-trained environment For hotels, this is a real look at how hospitality keeps pulling ideas from its own past and adapting them for today. Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.

I didn't make it to ALIS this year thanks to a snowstorm — and Delta taking our pilot as we were boarding!! But we're not letting 2,500 miles get in the way of a little #NoVacancyNews content. Bruce Ford, SVP at Lodging Econometrics, is reporting from ALIS while I shovel snow back at the Haussman Resort Pool Club & Smokehouse. Bruce and I talk #hotel franchising trends right now: 🏗️: Why conversions continue dominating new development 💰: Why financing cash flow beats financing new construction 🏨: How midscale conversion brands from Hilton, IHG, and Marriott keep accelerating 🔄: What brand proliferation really means for owners ⚖️: Why public brand growth helps shareholders but complicates owner decisions ⚽: How FIFA World Cup cities may outperform — and why others need to rethink strategy Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.

In TV we'd call this a filler episode. Craig is in Hawaii and we're sure he wants to be elsewhere. Plus we have no guest. Glenn claims he has some stories though while Suzanne shakes her head in disbelief. Tune and find out!

Building franchise relationships isn't about brand standards — it's about listening, flexibility, and time in the field. That idea sits at the center of this episode of #NoVacancyNews. I'm in Massachusetts at the global headquarters of Sonesta International Hotels, talking with Phil Hugh, Chief Development Officer. Phil walks through how stepping into the CDO role pushed him out of the office and onto the road for roughly 60 days, visiting properties, meeting with owners, and seeing firsthand what it actually takes to operate hotels across the economy, midscale, and upscale segments. What comes through clearly is how Sonesta has changed how it shows up for owners — from flattening its organization to putting real focus behind Americas Best Value Inn, refining its portfolio, and structuring franchise agreements around long-term success instead of short-term wins. We cover: 🏨: Why Sonesta streamlined its leadership structure 📍: How non-competing brands benefit owners 💰: What the flat-fee model means for profitability 🪧: Why curb appeal and signage still matter 📈: How Sonesta plans to grow heading into 2026 🤝: What owners actually want from a franchisor today Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.

Luxury shows up in the small moments, not the marble — and that idea sits at the core of this episode of #NoVacancyNews. I spent time with Christophe Baraton, General Manager of Shutters on the Beach, to talk about what hospitality looks like when you lead from the property level instead of a spreadsheet. Christophe runs a 30-year-old beachfront hotel with deep roots in its local community, long-tenured team members, and guests who return because they feel known. We talk about leadership during crisis, how Shutters became a refuge for locals during the Los Angeles fires, and why anticipation—not opulence—defines modern #luxury. What stood out to me is how clearly he connects culture to results. When employees feel cared for, guests feel it immediately. We cover: 🏨: What authenticity actually means to guests 🔥: Leading through crisis with empathy and action 👥: Building culture that keeps people for decades ✨: Why anticipation beats excess in luxury 🍸: Adapting to low-ABV and non-alcoholic beverage trends 🤖: How hotel leaders approach AI without losing the human touch For #hotels, this comes down to leadership, consistency, and care — delivered every single day. Special thanks to Actabl — Actabl gives you the power to profit. Visit Actabl.com.

Hotelier and comedian Alex Coury returns to join Glenn, Craig and Doctor Producer Suzanne to kick off the weekend with a hilarious (they wish) happy hour.