No Vacancy Live!

America didn't travel in America the way we expected last summer—because a lot of the spend went overseas. Now the calendar flips, the event slate stacks up, and the question becomes simple: who travels, where do they stay, and what does that do to performance? For hashtag#NoVacancyNews, I talked with Bruce Ford (SVP, Lodging Econometrics) from Atlanta on the eve of the Hunter Conference about what he expects this year—World Cup momentum, America's 250th anniversary, rising costs, and the "down-the-scale" shift that could help midscale and upper-midscale operators. ⚽ Bruce expects U.S. events to keep more travel domestic this year 💸 We talk cost pressure everywhere: gas, airfare/jet fuel, and what that does to trip decisions 🏨 Bruce thinks midscale and upper-midscale could benefit if travelers trade down to make trips work 🧑‍🍳 We hit the service squeeze: shortened restaurant hours, closed sections, and the "we're short staffed" reality 💰 Bruce brings it back to owner math: monetize every square foot and take care of frequent guests and rewards members without nickel-and-diming Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com

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Evermore is building an Orlando resort ecosystem: multiple hotels, a massive lagoon, and enough on-property programming that guests don't treat the theme parks as the only "main event."

For #NoVacancyNews, I talked with Sean McCarron (General Manager, Conrad Orlando) about how Conrad fits inside Evermore—and what it takes to deliver luxury standards inside a new complex.

💎 Conrad Orlando becomes the first Conrad to earn AAA Five Diamond ⭐ Sean talks Forbes recognition and how the team keeps standards tight 🌊 He points to the Evermore centerpiece: the 17-million-gallon lagoon and the immediate "wow" when guests arrive 🍽️ He breaks down dining identity—each outlet needs its own reason to exist 🎟️ He explains how Evermore programming keeps people on-property: lawns, activations, kids crafts, live music, and more 🧖 He highlights the spa: water garden, hot/cold plunge pools, vitality pools, and an 11-room spa 🏢 He breaks down the business mix and why Evermore separates group space from leisure so both can win 🎢 He shares the real Orlando surprise: many guests spend less time at the parks and more time on-property once they arrive

Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com.

Chapter 4 of this 6-part CoralTree Customer Journey series focuses on implementation - specifically, how you get property teams to build ideas they actually believe in and want to own.

Hotels do not improve the customer journey by accident. They build it through strategy, systems, and execution. This chapter shows what the build process looks like.

I talk with Kaitlin Broumpton, Director of Quality and Guest Experience Strategy at CoralTree Hospitality, about workshops, property-level ideation, and how CoralTree helps teams shape locally authentic moments instead of pushing top-down scripts.

Here is what we cover:

· How CoralTree runs workshops to bring the soul of a property to life

· Why buy-in improves when teams have a seat at the table

· How they refine ideas without forcing corporate templates

· How local culture and brand pillars shape guest moments

· Why the process works across property and regional teams

· A Seaport Boston example: arrival cards + QR codes by travel motivation

Catch up on Chapters 1-3 if you have not yet - this is where the strategy starts turning into property-level plans. Next week: how the guest actually experiences this through real touchpoints.

Want to follow the full series and catch any chapters you miss while you're busy? Subscribe to the #NoVacancyNews newsletter by texting HOTEL to 66866.

Thanks to Unifocus for supporting this series. Unifocus, technology that drives value. Visit Unifocus.com.

Westgate didn't just build a resort — they built a small city of experiences.

In this walking-tour episode, Glenn Haussman explores Westgate Vacation Villas in Orlando with Chief Business & Strategy Officer Jared Saft, starting at the original 16-unit building from the early 1980s and moving through the resort's huge renovation and expansion.

We visit the movie theater, the retail experiences designed by Starboard, the Chuck E. Cheese–powered arcade, the toddler zone, the retro arcade, the Mystery Funhouse throwbacks, the in-lobby candy shop with a waterslide running through it, and the multi-level Shipwreck Island Waterpark.

Jared also shares how Westgate plans new concepts, how they think about every family member's experience, and what's next as they just added 40 new destinations during a major growth cycle.

This episode is brought to you by Actabl — Actabl gives you the power to profit. Visit Actabl.com.

What we cover:

🏨: The origin story — from a 16-unit project to one of Florida's largest resorts

🎬: How the in-lobby movie theater reduces check-in stress for families

👾: The Mystery Funhouse legacy and why nostalgia still excites kids

🍭: The ice-cream + donut + candy shop with a water slide running overhead

🌊: Shipwreck Island Waterpark, lazy rivers, and multi-level amenities

🍽️: How Westgate approaches F&B for families with mixed tastes

🚀: Westgate's expansion strategy and why they act like entrepreneurs, not a big-box brand

This week the amazing Lan Elliott returns to FNA to laugh along Glenn, Craig and Doctor Producer Suzanne. This week Glenn is in Dallas and the gang reveals which pet peeves are moving on to the sweet 16!

Evermore doesn't try to win every traveler. It commits to one niche: togetherness for families and groups. Then it builds the product around that focus—shared moments, easy flow, and enough space so the whole crew stays connected without feeling crowded.

For #NoVacancyNews, I tour Evermore Resort Orlando and talk with the team behind the experiences.

👥 Elizabeth Mullins (President) explains the togetherness-first strategy and why Evermore complements the parks instead of competing with them 🌴 Rob Schultz shows how the lagoon stays the centerpiece while the heavy infrastructure disappears from the guest experience ⛳ Jeremy Craft walks through how the courses fit into a group trip as an option, not a separate vacation 🏡 Gina Geyer breaks down how the homes serve big groups while still pulling everyone into shared moments 🍽️ Vinny Cani explains how F&B supports groups who could cook in the house but still want experiences together 🍸 Mikey makes the "Summer of 69" and shows how the beach bar vibe turns a drink into a shared moment

Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com.

I'm at Remington Hospitality's annual leadership conference - the first with Ben Perelmuter serving as CEO. For hashtag#NoVacancyNews, I caught up with Ben in the JFK Suite at the Hilton Fort Worth, a historic 100-plus-year-old property, and asked what he wants the team focused on right now. 👥 He lays out leadership structure and alignment across the organization, including Jason Kreul as COO and Cory Chambers as Chief Commercial Officer 🎤 Ben talks momentum from day one: welcome reception, sponsor luncheon, and key themes from the opening sessions 🏈 He previews tomorrow's keynote with Emmitt J. Smith and jokes about studying football the night before 📈 He talks about uncertainty heading into 2026, but keeps the focus on fundamentals and execution 🧠 He emphasizes clear direction, explaining the "why," and keeping teams aligned so leaders can act with confidence

Chapter 3 of this 6-part CoralTree Customer Journey series moves into the framework itself: how you create consistency across very different hotels without turning everything into cookie-cutter service.

Customer journey work only matters if it improves operations, guest loyalty, and results. This chapter gets into the structure behind that.

I talk with Andre Fournier, Chief Commercial Officer at CoralTree Hospitality, about Standards of Care, touchpoints from booking to departure, and how service rankings can influence ADR and consideration.

Here is what we cover:

· How CoralTree builds one service framework across different asset types

· Why the goal is consistency of care, not identical experiences

· Touchpoints from website/reservations to arrival, stay, and departure

· Why each property still needs to feel authentic and of the place

· Andre's filter: true, meaningful, and distinctive

· How guest service rankings can support ADR and consideration set

If you missed Chapters 1 and 2, go back first - this framework makes more sense once you've heard the strategy and people side. Next week: how CoralTree workshops these ideas with property teams.

Want to follow the full series and catch any chapters you miss while it rolls out? Subscribe to the #NoVacancyNews newsletter by texting HOTEL to 66866.

Thanks to Unifocus for supporting this series. Unifocus, technology that drives value. Visit Unifocus.com.

Repositioning a 100-year-old luxury resort hits different than building something new. You work with history, legacy expectations, and a modern guest who doesn't care about any of that unless the experience delivers.

Suzanne co-hosts with me, and we talk with Daniel Hostetler, President & CEO of The Boca Raton, about how the property has managed a multi-year repositioning under new ownership — what they changed, why they changed it, and how they operate it day to day. I'm sharing it under #NoVacancyNews.

Here's what we hit: 🏛️ They left a brand and run the resort independently under new ownership 🏗️ They knocked down a convention center, opening up land for a four-acre leisure-driven pool complex 🏨 They run five distinct lodging products across one campus (Beach Club, Tower, Cloister, Yacht Club, Bungalows) ⭐ They use Forbes standards as the operating baseline and build toward a multi–five-star goal 🎁 They push curated personalization: amenity closet + butlers instead of one-size-fits-all turndown 👥 Daniel talks promote-from-within and how they build consistency across a large team

Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com.