With just 25 rooms across 3 to 4 categories, including pool view and oceanfront suites, The Regent Grand in Turks and Caicos offers a personalized luxury escape on Grace Bay Beach. Most guests are leisure travelers, often couples or older visitors seeking a quiet, relaxing stay, while extended families tend to visit during summer and holiday seasons.
We spoke with Maria Piwowarczyk, Reservations/Revenue Manager, and Paul Telford, General Manager, about what sets their boutique property apart and how technology has supported their growth.
Creating a Personal Experience
Maria and Paul shared that The Regent Grand’s strength lies in creating truly personal guest experiences—guests aren’t overwhelmed by traffic or noise; instead, they enjoy a relaxing stay, and that really shines through in our reviews,
“We take the time to connect with each guest and make them feel special,” says Maria.
Guests frequently mention feeling remembered and cared for, with every need anticipated—a key differentiator in a competitive leisure destination.
Before SiteMinder
Before SiteMinder, the team migrated from a legacy PMS with a built-in channel manager to Infor, a more modern PMS that didn’t include this functionality—creating a gap in their tech stack.
That’s when they discovered SiteMinder.
“We needed a platform that could integrate easily with our PMS and helpful tools,” says Maria. “The smooth integration and ease of use made SiteMinder an obvious choice.”
Their old system lacked API connectivity, meaning many tasks had to be done manually—and they couldn’t access the insights they needed to make informed decisions.
Efficiency, Strategy & Smarter Guest Connections
With SiteMinder, The Regent Grand has significantly reduced manual work—especially around rate plan setup. The intuitive interface makes it easy to connect rate plans across room types, saving hours each week.
“It’s the little things like that that make our jobs easier,” Maria shares. “We’re saving time, and now we can focus on strategy.”
That extra time has allowed the team to dig deeper into performance data using the insights tool, refine marketing efforts, and improve their response to demand.
Communication with guests has also evolved. SiteMinder’s Guest Engagement tools, including automated pre-arrival emails, have made a major impact.
“Knowing when a guest is arriving helps us anticipate their needs and offer a more tailored welcome,” says Maria.
Encouraging post-stay reviews and connecting with guests early has strengthened their online reputation. And by integrating SiteMinder with dynamic pricing and guest engagement platforms, the team is seeing added revenue from upsells and personalizations.
Having full access to guest data has also made daily operations smoother, with the team able to retrieve information instantly—without needing to reach out to other systems or departments.
The Regent Grand showcases how a boutique hotel can thrive by blending personalized service with efficient technology. Through thoughtful guest interactions and simplified operations, the team has shifted focus toward strategy and growth. SiteMinder has been instrumental in enabling this transition, helping reduce manual work, enhance communication, and improve decision-making. The result is a refined, guest-centric experience that stands out in a highly competitive leisure market like Grace Bay Beach.