2025 rezStream Customer Success Conference Recap: Real Insights from Real Users
This year’s rezStream Customer Success Conference, hosted at the stylish Maven Hotel in downtown Denver, brought together lodging professionals, technology experts, and passionate rezStream users from across the country—from Martha's Vineyard to Hawaii and everywhere in between. In a packed day of panels, demos, and open discussions, attendees dove into the challenges and opportunities facing independent properties in 2025. The best part? Every session was shaped by the voices of our customers—real insights from real users. Also, the food? Genuinely delicious. Let's just say the lunch might have inspired just as many compliments as the panels.
Here’s a look back at what made this year’s conference so impactful:
1. Opening Remarks
CEO Christian Holmsen opened the day with a warm welcome and a dose of Norwegian humor, setting a relaxed and friendly tone for the day ahead. He shared a few quick wins—including healthy topline growth and industry leading customer satisfaction—but kept the tone casual and optimistic. The focus? Continuous improvement, collaborative innovation, and putting the guest experience front and center. “rezStream is not about being big, it’s about being good” he noted.
2. Cloud PMS Updates
James Glinsek, our VP of Product Development, followed up with a deep dive into recent improvements to rezStream Cloud and what’s coming next. He highlighted key product updates like:
- rezStream Channels (OTA connections)
- rezStream Payments (integrated credit card processing)
- Enhanced reports
- Redesigned POS
- New accounting tools
- More intuitive mobile booking
- Expanded guest communication
He also teased upcoming improvements such as dynamic pricing and a guest portal. This session set the tone for the day, with customers excited to share feedback and hear what’s in development.
3. Customer Panel
The conversation really got rolling during the Customer Panel, where moderator Jennifer Ayers invited four rezStream users to share unfiltered takes on OTA strategy, guest behavior, and marketing wins. Elizabeth Young (Martha’s Vineyard Surfside), Abbie Stout (Edwards House), John Roy (Welcome Estes Park), and Jenna Boston (Murphy’s Resort) shared honest, often humorous insights into how they navigate the OTA landscape. John Roy had the room in stitches with his memorable metaphor of OTAs as "ecto-parasites"—helpful for visibility, but dangerous if they become too embedded in your operations.
Panelists discussed OTA pros and cons, from market exposure to last-minute booking fills. Abbie encouraged the use of incognito searches to identify top-performing OTAs in your region, while Jenna explained how she manages seasonal availability by keeping summer inventory limited to direct bookings. Elizabeth noted the value of using OTAs for international reach but emphasized investing in Google Ads to pull more direct traffic. The conversation also touched on how to recapture OTA guests for future direct bookings, the risks of hidden rate discounts, and the growing importance of TripAdvisor and Google Hotels. Across the board, the panel agreed: It was clear: the smartest OTA strategies are thoughtful, flexible, and direct-booking-minded.
4. Hotel Photography with Stephanie Kelly
Using humor, expertise, and striking visuals, hotel photographer Stephanie Kelly showed just how powerful great imagery can be when it comes to turning browsers into bookers. She highlighted how strong imagery serves as a property's digital storefront—often the first impression that makes or breaks a booking decision.
Top Photography Tips from Stephanie Kelly:
- Use natural lighting when possible
- Stage rooms to create an emotional connection
- Create consistent visuals across platforms
Stephanie also touched on best practices for influencer marketing—including what to ask for in exchange for a stay—and emphasized that even small properties can elevate their content without blowing the budget. Her practical insights gave attendees new tools to better connect with guests long before they arrive.
5. Round Tables: Google, Website, and Booking Engine
After lunch, attendees split into smaller breakout groups for focused round table discussions led by the rezStream team. Topics included All Things Google, Website Strategies, and the Booking Engine. These intimate sessions allowed guests to ask detailed questions, share their own experiences, and walk away with tips they could apply immediately. We received overwhelmingly positive feedback on the value of these collaborative conversations—and we’ll definitely be doing more next year!
6. The AI Landscape
One of the most practical sessions of the day came from Liz Brown, who showcased how AI tools can streamline everyday operations. From ChatGPT for content creation and review responses to using AI-generated insights for SEO and marketing ideas, Liz showcased real examples and even live demos. The session reminded everyone that AI isn't a replacement for human creativity—but a powerful tool to enhance it. Bonus points went to the attendee who used ChatGPT to map out butterfly migration in Texas for a themed newsletter (yes, really).
Top AI Tools for Lodging Pros
- ChatGPT (content, replies)
- Jasper (copywriting)
- Canva (image tools)
- Grammarly (editing)
7. What Do You Want from rezStream?
This open forum, led by Jeff Hebrink (VP of Sales and Marketing), gave the floor to attendees. Customers shared candid feedback on what features they love, what they wish existed, and what would make day-to-day use easier. Topics ranged from mobile usability and POS integration to package notifications, inventory tracking, and dynamic pricing. A standout suggestion? The ability to block last-minute package bookings that require advance prep—like a surprise charcuterie board at 10:45 PM. The recurring theme? Everyone wants simplicity, flexibility, and tools that reflect how they actually work.
Watch the Sessions On-Demand
Missed a session or want to revisit your favorite moments? We’ve got you covered.
👉 Watch the full playlist of 2025 rezStream Customer Success Conference sessions on YouTube.
Looking Ahead
If there was one thing this year’s conference proved, it’s that when our community comes together, great things happen. From product feedback to marketing strategies, it was inspiring to see such open collaboration. Whether you're a current rezStream user or simply passionate about hospitality and independent lodging, this conference is for you. Join us next year to share ideas, solve problems, and connect with a community that’s shaping the future of guest experiences.
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