Featured articles
Recast: If you’re willing to pay, we will give it to you
Hotel Moment WITH KAREN STEPHENS Episode 127 In this recast episode of Hotel Moment, we revisit Karen Stephens' conversation with Casper Overbeek, Chief Product Officer at citizenM. Casper shares eye-opening insights into citizenM's groundbreaking paid subscription loyalty program and their distinct approach to personalization across different cultures. From their guaranteed availability promise to their fascinating observations about European versus American guest preferences, discover how citizenM is reimagining hotel loyalty [...]
Van Oys Maastricht Retreat delivers results with first email campaign since opening
Inspiration Van Oys Maastricht Retreat delivers results with first email campaign since opening Subject line: Easter at Van Oys Maastricht Retreat Sent: April 2025 Brand: Van Oys Maastricht Retreat, a member of The Leading Hotels of the World Category: Inspiration Hotel location: Eijsden, Netherlands (EMEA) Our thoughts: Van Oys Maastricht Retreat, a newly opened property in the Netherlands and a proud member of Leading Hotels of the World, recently [...]
Dimple Jethani talks AI, data, and technology in hospitality
Hotel Moment WITH KAREN STEPHENS Episode 126 In this week’s episode of Hotel Moment, Dimple Jethani, Chief Information Officer of Aramark Destinations, joins Revinate CMO Karen Stephens with a sobering approach to navigating technology in hospitality as hoteliers ask themselves, “What do I want to know about my guests?” Dimple helps hoteliers identify their baseline needs to operate with a successful tech stack, which includes investing in the right [...]
5 key takeaways from NAVIGATE Austin 2025
At the NAVIGATE Austin 2025 conference in Austin, TX, the message was loud and clear: The future of hospitality is personal. This year, hospitality leaders, marketers, revenue and reservation professionals, and commercial leaders came together to explore what’s next in hotel tech, guest experience, and revenue strategy. From the keynote speakers to the breakout sessions, the two-day experience was filled with electric energy, bold ideas, and eye-opening insights. So, whether you were able to join [...]
Sky McLean on succeeding in modern hospitality
Hotel Moment WITH KAREN STEPHENS Episode 125 In this week’s episode of Hotel Moment, Sky McLean, CEO and owner of Basecamp Resorts, joins Revinate CMO Karen Stephens to tell her founder’s story with advice for fellow hoteliers and entrepreneurs to change their mindset on what it takes to compete in the modern hospitality industry. Sky highlights passion and innovation as the leading factors that keep the guest experience alive [...]
How Zehnder’s Splash Village improved guest communication and service
How Zehnder’s Splash Village improved guest communication and service Call volume 90% decrease in calls to front desk Guest engagement 54% response rate — more than double the industry benchmark of 24.3% Service recovery Guests are able to report issues discreetly via text Ivy has drastically changed everything we do—the communication with our guests is [...]

