The Turndown: The Podcast for Hoteliers · 2026-05-13 · 55 min
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 experienceGuest 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.
Simone Puorto: The hotel industry does not need more software88 / 100Ally Northfiled: Staying commercially relevant in the age of unreliable signals66 / 100Marie Pier Germain: Growing Canada’s most distinctive hotel brand without losing its soulTed Horner: Navigating hotel tech ROI, AI, and the future of hotel profitabilityVipul Dayal: No franchise, no front desk, and training staff to leave