Hospitality Matters with Frank

Getting hotel technology to actually work across multiple properties, with teams who have different skill levels and preferences, is harder than most tech vendors admit. Victor Tofan joined the hospitality sector back in 2002 when hotels were run with a reservation book and a fax machine. Today he serves as Director of Customer Solutions at Cloudbeds and also manages properties in Europe and Latin...

Have you ever been a guest at the property you operate? If not, you're missing the most honest review on what’s working for guests, and what isn’t. That's just one of the pieces of advice that Danica Smith of MorningStar GX shares with Frank van den Berg. Together, they unpack what really makes a guest experience worth a 5-star review, and the hidden costs of having too many disconnected tools. Da...

Hotels can often feel pressure to adopt the latest tech, without first asking themselves: do we really need this? And what impact will it actually have for our guests and teams? In this episode, Frank van den Berg sits down with Eddie Ignatius of Dubai-based TIME Hotels, to talk about why a 9 out of 10 guest score can be just as dangerous as a bad one, and how they dig deep into guest feedback to...

Not so long ago, holiday park guests would phone or walk to reception if they had a question. Today, they send a quick WhatsApp message. But with guest queries on the rise, many holiday parks are struggling to keep up. In this episode, Frank van den Berg sits down with Filiz Yogurtcu and Kilian Gorczynski from Center Parcs Allgäu to talk about what guests expect in 2026, why holiday parks receive...

Manually setting room prices is time-consuming and leaves revenue on the table, yet many independent hotels are still hesitant to automate it. In this episode, Frank van den Berg chats with Leon Pijpers , CCO of RoomPriceGenie, about how revenue management has changed over the past decade and how hotels of all sizes can introduce dynamic pricing while staying fully in control of their pricing stra...

Hotels have invested heavily in technology in recent years, yet many guest experiences still feel slow, awkward, and impersonal. In this episode, Frank van den Berg sits down with Matthijs Welle , CEO of Mews, to talk about where many hotels go wrong and how technology can be used to deliver more human-centric experiences, while freeing up time for staff to spend with guests. After spending almost...

Guest expectations are changing fast. What does that mean for accommodation providers, and how can teams meet those expectations without putting extra pressure on front office staff or hiring more people? In this episode, Frank van den Berg sits down with Michiel de Vor to talk about how guest expectations have changed, why he founded Runnr.ai, and the importance of taking a guest-first approach t...