The Turndown: The Podcast for Hoteliers

Cloudbeds
  • 5.0 (2)
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Ever wonder what keeps hoteliers up at night? Or what helps them sleep easy? In “The Turndown,” host Sebastien Leitner of Cloudbeds chats with hospitality executives and industry leaders about their latest challenges and breakthroughs, the inspirations and innovations that keep them going, and the life lessons that go along with working in this chaotic, yet rewarding, industry.

  1. 6D AGO

    Charlie Lopez-Quintana: Laid-back luxury and the fight to keep hospitality human

    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 Guest profiles: The foundation of personalized experiences Enough one-night stands: A guest marketing playbook for driving repeat revenue   ----more---- 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. Designed to scale with independent hotels, large hotel groups, and multi-property portfolios, Cloudbeds is trusted by tens of thousands of properties in more than 150 countries. Founded in 2012, Cloudbeds is recognized as a top Hotel Management System, PMS, and Channel Manager — and Best Place to Work — by Hotel Tech Report for eight consecutive years.

    55 min

  2. APR 30

    Vipul Dayal: No franchise, no front desk, and training staff to leave

    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. ----more---- Resources: Cloudbeds' 2026 guide to hotel deflagging What is Total Revenue per Available Room (TRevPAR)? 10 best hotel software systems for independent properties   ----more---- 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. Designed to scale with independent hotels, large hotel groups, and multi-property portfolios, Cloudbeds is trusted by tens of thousands of properties in more than 150 countries. Founded in 2012, Cloudbeds is recognized as a top Hotel Management System, PMS, and Channel Manager — and Best Place to Work — by Hotel Tech Report for eight consecutive years.

    47 min

  3. APR 15

    Suzanne Speak: No stigma, no holding back: Leading through pressure, change, and menopause

    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: Why menopause is a leadership issue, not a personal one What’s really happening across UK & Ireland hospitality right now How guest expectations are evolving and what operators are getting wrong Where AI fits and where it doesn’t in a human-first industry Lessons from running complex operations like stadium hotels The leadership mindset shifts that actually move careers forward Why stepping away might be the most underrated performance strategy

    1 hr

  4. 05/28/2025

    Bashar Wali: Winning guest loyalty in an age of commoditized hospitality

    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.

    1 hr

  5. 05/20/2025

    Bradley Steward: Crafting rugged luxury at the intersection of design and hospitality

    What does it take to create a hospitality experience so unique that guests become your greatest advocates? In this episode of The Turndown, Brad Steward shares the philosophy behind Caravan Outpost, a place where intentional design and experiential travel collide. Drawing on his background as a snowboarder, designer, and brand innovator, Brad brings a unique perspective to hospitality. Discover how his philosophy of “rugged luxury” combines innovation, storytelling, and hands-on craftsmanship to deliver experiences that speak directly to his guests’ desires—making them his brand’s biggest advocates and fans.

    1h 2m

  6. 05/13/2025

    James Kendall LaRue: Connecting guests with nature and one another at LOGE

    How do you create a truly memorable hospitality experience that keeps guests coming back? In this episode of The Turndown, James Kendall LaRue, COO of LOGE, shares his journey from consulting to leading an innovative hospitality brand that prioritizes community and authenticity. With properties designed to get guests out of their rooms and connected with each other and the outdoors, LOGE blends technology and personalized hospitality to create memorable moments across its growing network of experiential stays.   Kendall discusses how LOGE leverages tech to streamline operations while empowering team members to focus on human-to-human interactions and shares insights on why authenticity and genuine care are the core competencies he seeks in leaders. With a unique approach to staffing, training, and community engagement, Kendall explains why true hospitality is about creating meaningful experiences, not just selling rooms.

    56 min

  7. 05/06/2025

    Claudia Infante: A Chief Data Officer’s take on hotel tech, integration, and data strategy

    How do you balance guest experience with data security in an industry built on personal connections? In this episode of The Turndown, Claudia Infante, Chief Data Officer at Margaritaville, shares her perspective on the evolving role of technology in hospitality—what’s working, what’s missing, and what needs to change.   From guest data management to AI and facial recognition, Claudia breaks down how hotels can leverage technology without losing the heart of hospitality. She also shares her thoughts on the next generation of industry leaders and why seamless tech integrations are still one of the biggest pain points in hospitality. Plus, we hear about her career journey from banquet server to hospitality tech leader and what earning a Lifetime Achievement Award means to her.

    51 min

  8. 04/30/2025

    Diogo Vaz Ferreira: Authenticity and adaptability in the age of automation

    What does it mean to deliver authentic hospitality in an increasingly automated world? In this episode of The Turndown, Diogo Vaz Ferreira, Head of Commercial at Clink Hostels, shares his thoughts on balancing modernization with the human touch in the hostel industry.   The conversation explores the challenges and opportunities of integrating automation, the evolving expectations of younger, tech-savvy travelers, and how hostels like Clink are staying ahead by embracing innovation without sacrificing community. From the intricacies of hostel revenue management to the impact of social dynamics on guest experience, this episode offers valuable insights for hospitality professionals navigating a fast-changing landscape.

    49 min
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Ever wonder what keeps hoteliers up at night? Or what helps them sleep easy? In “The Turndown,” host Sebastien Leitner of Cloudbeds chats with hospitality executives and industry leaders about their latest challenges and breakthroughs, the inspirations and innovations that keep them going, and the life lessons that go along with working in this chaotic, yet rewarding, industry.

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