Hotels are rethinking almost everything: technology, revenue management, distribution, AI, and how they compete for demand. But Caryl Helsel, Founder and CEO of Dragonfly Strategists, believes the industry cannot afford to lose one thing in the process: hospitality itself.

In this episode of The Turndown, Caryl joins Sébastien Leitner to discuss:

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Jason Edwards, Director of Hospitality & Advisory Services at Première Advisory Group, has spent more than two decades in hospitality and 15 years in project management, leading technology integrations, revenue initiatives, and complex hotel transitions.

In this episode of The Turndown, Jason looks at what happens after a hotel decides to change its technology. From getting operational teams ready to navigating deflagging, distribution, and go-live pressure, he explains why the technology itself is only one part of making change work.

Topics include:

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Hospitality futurist Simone Puorto joins The Turndown to challenge the hotel industry’s obsession with buying more technology. He argues that hotels do not need another layer of software, but fewer disconnected systems, better data, and a clearer understanding of where technology genuinely improves the guest and employee experience. The conversation explores key subtopics, including:

Follow Simone Puorto:

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In this episode of The Turndown, Ally Northfield, Managing Director of Revenue by Design and creator of the Global Revenue Forum, joins Sebastien to unpack what it really means for hotels to stay commercially relevant when the old signals are becoming harder to trust.

The conversation moves beyond rate changes, dashboards, and distribution strategy to explore the bigger shifts reshaping hotel performance: uncertain booking patterns, shorter lead times, rising operating costs, changing guest behavior, AI-powered travel search, and the evolving role of OTAs. Ally argues that the next generation of revenue leadership will need to be more strategic, more communicative, and far closer to the guest than ever before.

Together, they discuss why RevPAR may no longer be enough, why the cost of acquisition deserves more attention, how AI is changing the way guests discover hotels, and why commercial teams need to break down the silos between revenue, sales, marketing, distribution, and reservations. They also explore what hotels must do to attract the next generation of talent, and why hospitality needs to rethink how it presents itself as an industry.

This is a timely conversation about commercial leadership, guest relevance, and the uncomfortable reality that hotels can no longer rely on yesterday’s patterns to make tomorrow’s decisions.

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In this episode of The Turndown, Marie Pier Germain opens up about leading one of Canada’s most distinctive hotel brands through growth, succession, and change. She reflects on what it means to expand Germain Hotels without losing the family values, personality, and guest-first philosophy that shaped the company from the beginning.

The conversation explores leadership, legacy, brand independence, design, and why hospitality still needs to feel deeply human.

In this episode, hospitality technology pioneer Ted Horner joins the podcast to challenge the status quo of the hotel industry. He argues that major hotel brands have essentially become marketing companies and warns that the sector is severely underinvesting in technology, allocating only 3% to 4% of revenue because vendors consistently fail to build strong ROI cases for owners. Horner also dives into the profitability crisis facing hotel owners, who are operating on tight 5% margins while massive Online Travel Agencies (OTAs) capture 15% to 20% in commissions.

Looking toward the future, Horner shares his bold predictions on how the guest experience must evolve to perfectly balance high-tech efficiency with high-touch personal service. He forecasts the gradual elimination of the traditional reception desk, in-room landlines, and plastic key cards in favor of seamless, mobile-first solutions. Furthermore, he explores the impending artificial intelligence revolution—from commercial robots stepping in to alleviate the hospitality labor shortage to the rise of personal AI booking agents that could finally help hotels win back their direct bookings.

Related reading and resources:

Ted's Technology Summit 

The guide to hotel contactless check-in

A 15-year veteran of The Ritz-Carlton Hotel Company, Charlie Lopez-Quintana is now rewriting the rules of luxury hospitality at ETC Hotels, home to Shutters on the Beach and Hotel Casa del Mar.

In this episode of The Turndown, Charlie shares why the future of luxury isn’t about scripts, stiff formality, or hiding behind a front desk. It’s about laid-back luxury — a more human, intuitive approach where leaders roll up their sleeves, teams are empowered to create unscripted moments, and technology supports hospitality without replacing its soul.

Resources:

A guide to improving the hotel guest experience

Enough one-night stands: A guest marketing playbook for driving repeat revenue

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About Cloudbeds

Cloudbeds is the hospitality management system built for ambitious hoteliers who demand more. The Cloudbeds platform unifies operations, distribution, guest experience, and revenue marketing, giving operators a breadth of tools to capture demand, grow direct bookings, optimize pricing, maximize upsell revenue, and act on real-time intelligence within a single system.

In this episode, Vipul Dayal shares how he stepped into hospitality after his father-in-law’s passing, inherited a powerful family legacy, and made the bold decision to take a historic Days Inn in San Francisco independent just as COVID shut the world down.

The conversation explores what it really takes to leave a franchise, build a brand from scratch, lead with purpose, and prepare teams for ownership. Vipul also opens up about his A.L.L. philosophy, advocacy, leadership, and legacy, plus his views on AI, TrevPAR, front-desk-free hotels, and why the future belongs to hoteliers willing to rethink the old playbook.

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Resources:

Cloudbeds' 2026 guide to hotel deflagging

10 best hotel software systems for independent properties

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About Cloudbeds

Cloudbeds is the hospitality management system built for ambitious hoteliers who demand more. The Cloudbeds platform unifies operations, distribution, guest experience, and revenue marketing, giving operators a breadth of tools to capture demand, grow direct bookings, optimize pricing, maximize upsell revenue, and act on real-time intelligence within a single system.

What does it really take to lead when the pressure never lets up, and the conversations most leaders avoid become impossible to ignore? In this episode of The Turndown, Suzanne Speak, Managing Director UK & Ireland at Radisson Hotel Group, shares an unfiltered look at leadership through constant change, personal strain, and menopause, a topic the industry has long kept in the shadows.

Suzanne breaks down what it means to lead while navigating invisible challenges, why silence around menopause is costing businesses more than they realize, and how leaders can build cultures where people don’t have to hide. From high-stakes decision-making to redefining resilience at the executive level, this conversation pushes beyond surface-level leadership advice and into what’s actually happening behind the scenes.

In this episode, Suzanne shares:

What does it take to keep hospitality from becoming just another commodity? In this episode of The Turndown, Bashar Wali, Founder and CEO of This Assembly and Practice Hospitality, shares why the future of hotels lies not in points or perks, but in the power of human connection. 

Drawing on his experience as hotel developer, operator, and tireless traveler, Bashar challenges the industry to rethink loyalty, guest experience, and the role of technology. Discover why emotional intelligence is hospitality’s greatest asset – and how small, thoughtful moments can transform forgettable stays into lifelong loyalty.