I’m thrilled to sit down with Katarina Railko, a seasoned expert in hospitality technology with a deep background in travel and tourism. Katarina has honed her expertise in the intricate world of property management systems, and her insights are sought after in entertainment and events, particularly at major expos and conferences. Today, we’re diving into the remarkable achievement of Maestro PMS, a leading property management system, as four of its clients have been named among Condé Nast Traveler’s “Top 15 Best New England Resorts” for 2025. Our conversation explores how technology enhances authentic hospitality, balances tradition with modernity, and tailors solutions to unique property needs, from historic charm to luxury service and personalized guest experiences.
How does it feel for Maestro PMS to have four of its clients recognized among Condé Nast Traveler’s top New England resorts for 2025, and what does this say about the system’s impact on independent properties?
It’s incredibly rewarding to see four of our clients—White Elephant, Ocean House, Castle Hill Inn, and Twin Farms—celebrated on such a prestigious list. This recognition speaks volumes about Maestro’s ability to empower independent hotels and resorts to deliver exceptional guest experiences while staying true to their unique identities. Our technology is designed to support properties that prioritize personalized service and operational excellence, and seeing these resorts shine shows that our system is a trusted partner in helping them stand out in a competitive market.
What do you think makes these four properties so special in delivering authentic New England hospitality?
Each of these resorts embodies the essence of New England hospitality through a blend of history, location, and heartfelt service. White Elephant, for instance, with its 100-year legacy on Nantucket, offers timeless coastal charm. Ocean House in Rhode Island exudes Gilded Age elegance with modern luxury. Castle Hill Inn in Newport is a serene escape and a go-to for weddings, while Twin Farms in Vermont feels like a private retreat with rustic sophistication. What ties them together is their commitment to creating memorable, personal connections with guests, and Maestro helps amplify that by streamlining operations behind the scenes.
How does Maestro PMS help properties like White Elephant preserve their historic charm while meeting today’s guest expectations?
At White Elephant, celebrating a century of history, it’s all about maintaining that classic coastal vibe while ensuring a seamless modern experience. Maestro’s system integrates everything from guest itineraries to spa bookings and dining reservations into a central platform. This means staff can focus on delivering that warm, personalized service without getting bogged down by manual tasks. We ensure that the charm of a historic property isn’t lost to technology but enhanced by it, keeping operations smooth so guests feel the heritage in every interaction.
Can you dive into the specific tools Maestro offers to balance tradition with efficiency at these resorts?
Absolutely. Maestro provides an all-in-one platform with features like mobile check-in/out, integrated folios for tracking guest activities, and real-time data sharing across departments. These tools allow staff to handle modern demands—like instant updates or personalized requests—without disrupting the traditional hospitality experience. For instance, a guest at a historic inn can book a spa treatment on their phone while staff coordinate details effortlessly, preserving the property’s old-world feel with cutting-edge efficiency.
Let’s talk about Ocean House, known for its AAA Five Diamond and Forbes Five-Star standards. How does Maestro adapt to the needs of such a high-end luxury property?
Ocean House is a benchmark for luxury, and Maestro tailors its system to meet those lofty standards by focusing on precision and personalization. Our platform supports intricate details like managing bespoke guest preferences and ensuring flawless service delivery. Additionally, features like the Owners Portal provide residential owners with secure access to view reservations and expenses, which is critical for a property with such an exclusive clientele. We aim to match their level of excellence by ensuring every operational aspect runs seamlessly behind the scenes.
How does Maestro support a property like Castle Hill Inn, which is a premier wedding venue, in managing large events?
Castle Hill Inn hosts some of the most memorable weddings in Rhode Island, and Maestro plays a key role in orchestrating those events. Our system helps capture detailed guest preferences and analyze spending data to personalize experiences, even with large groups. It also facilitates cross-departmental coordination by sharing real-time insights, so everyone from catering to front desk is on the same page. This ensures that every detail, from table settings to timelines, is executed with precision, making events feel effortless for guests.
Twin Farms offers a very intimate, private-estate experience. How does Maestro’s technology contribute to creating that personalized feel across a sprawling property?
Twin Farms is all about tailored experiences, and Maestro’s mobile tools are a game-changer for a property spread across Vermont’s countryside. Features like mobile check-in/out, spa scheduling, and interactive guest updates allow staff to meet guest needs instantly, no matter where they are on the property. Whether a guest is enjoying a forest picnic or a wellness activity, our system ensures staff can anticipate and respond to requests in real time, creating that intimate, almost one-on-one feel that defines Twin Farms.
What is your forecast for the future of hospitality technology in enhancing guest experiences at independent resorts like these?
I believe hospitality technology will continue to evolve toward even greater personalization and seamlessness. We’re likely to see more integration of AI and data analytics to predict guest needs before they even ask, alongside mobile solutions that make every interaction effortless. For independent resorts, the focus will be on using tech to amplify their unique stories and heritage, ensuring that tools like Maestro PMS not only boost efficiency but also deepen the emotional connection guests feel with a property. It’s an exciting time, and I think we’re just scratching the surface of what’s possible.
