by Steve Short | Mar 13, 2026 | Frictionless Innkeeper Podcasts
In a crowded market, strong visuals can make all the difference when it comes to capturing attention and turning interest into bookings.
Cody Harmon, owner and founder of Scratch Media discusses the value of high-quality photography and video for independent lodging properties. Visual storytelling showcases not only properties, but also the surrounding experiences that make a stay memorable. It can also serve as a concierge, giving potential guests a visual preview of their stay.
We are very thankful to Cody for sharing his insights. You can learn more at scratchmedia.co.
by Steve Short | Feb 12, 2026 | Frictionless Innkeeper Podcasts
As AI transforms how travelers discover their next stay, innkeepers need new strategies to stay visible and competitive.
In this episode, Kenny Ridgell, Founder of Ridge Media, discusses his upcoming ALP Unlocked 2026 presentation, titled The Zero Click Era: How AI Is Rewriting Travel Discovery (and What to Do About It). Kenny shares actionable tips for how innkeepers can best attract guests searching for their properties in today’s AI-driven world.
We are very thankful to Kenny for sharing his insights. You can learn more at ridgemediallc.com.
by Steve Short | Jan 16, 2026 | Frictionless Innkeeper Podcasts
The ALP annual conference has a new name and a new format focused on hands-on learning for ALP members, non-members and aspiring innkeepers. Welcome all to ALP Unlocked.
Sarah Gazi, CEO of ALP, discusses ALP Unlocked 2026, taking place March 2 to 5 in Cleveland, Ohio, the rock and roll capital of the world. This year’s conference will provide tactical and practical insights to help innkeepers grow and sustain their businesses.
She also discusses the ALP Academy, a year-round education platform that extends learning beyond the event itself.
We are very thankful to Sarah for sharing her insights with us. You can learn more about the ALP Unlocked 2026 at ALP Lodging,
by Steve Short | Dec 12, 2025 | Frictionless Innkeeper Podcasts
For many innkeepers, managing day-to-day operations can be overwhelming, but the right technology can make all the difference.
Gideon Stanley, CEO and Founder of GraceSoft, discusses how his company’s cloud-based tools help streamline property management for hotels, B&Bs, motels, resorts, and more. He also highlights GraceSoft’s new CRM solution, which brings powerful tools like two-way messaging, loyalty tracking, email marketing, and guest profiles into one system connected to the PMS.
We are very thankful to Gideon for sharing his insights. You can learn more at gracesoft.com.
by Diann Turner | Dec 12, 2025 | Frictionless Guest App Posts, Frictionless Tips
Getting a guest through your doors once is great—but getting them to return is where the real value lies. Repeat guests cost significantly less to acquire, tend to spend more during each stay, and are among your most powerful marketers, often recommending your property to friends and family.
But loyalty doesn’t happen by accident. Guests return when they feel valued, remembered, and excited to experience something new. Their needs evolve—your offerings should evolve with them. And just as importantly, you must stay top-of-mind long after checkout.
If your property’s experience hasn’t changed in years, returning may not feel compelling. The good news: there are simple, strategic ways to create meaningful loyalty and stand out from the competition.
Here are three proven tactics—and real examples—to inspire your strategy:
1. Offer Loyalty Perks That Feel Personal & Valuable
A loyalty perk doesn’t have to be a punch-card program. The most effective perks make a guest feel like an insider.
Examples:
- “Welcome Back” Rate: A returning guest automatically receives 10% off their next stay when booked directly through your website.
- Anniversary Freebie: If they visited in June last year, send an exclusive email in May: “Celebrate Your Travel Anniversary— Enjoy a Complimentary Room Upgrade.”
- Repeat Guest Treat: On their second stay, include a favorite beverage you learned from their first stay or a handwritten card referencing their previous trip.
These small touches create emotional connection—and emotional connection drives return visits.
2. Introduce Limited-Time Local Experiences
Guests love experiences they can’t get anywhere else. Offering limited-time or seasonal activities not only keeps stays fresh but also gives guests a reason to return at a specific time.
Examples:
- “Fall Color Weekend Package”: Partner with a local guide for a foliage hike, cider tasting, or photography walk.
- “Local Maker Pop-Up”: Feature a local artist or chocolatier for one weekend only—guests may return to catch the next pop-up.
- “Winter Cozy Evening Series”: Offer a nightly fireside hot chocolate bar or a guided stargazing session available only during certain months.
When experiences change with the season, guests feel like they’re missing out if they don’t come back.
3. Delight Guests with Thoughtful Surprises
Unexpected moments of delight are unforgettable—and often retold. Surprises don’t need to be costly; they simply need to feel thoughtful.
Examples:
- Pre-Arrival Surprise: Send a text or email allowing them to choose a small, complimentary welcome gift (local snack, beverage, or handmade soap).
- In-Room Surprise: If they mentioned celebrating a birthday, place a small dessert and a note in the room.
- Checkout Surprise: Offer a small locally made takeaway item such as a jam sample or a bookmark with a “See You Next Time” message.
These moments deepen emotional goodwill and make your property feel more like a relationship than a transaction.
Keep Evolving—And Keep the Relationship Alive
The key to repeat stays is ongoing connection. Stay visible with post-stay emails, personalized offers, and occasional updates about new experiences. When guests see that your property is continually improving and thinking of them, they feel pulled back—not pushed.
A guest may come once out of curiosity. They return because of how you made them feel.
