Castle Resorts & Hotels has specialised in innovative hotel and resort management since 1993. Over more than three decades, it has grown organically across the Hawaiian Islands and into New Zealand and Nevada, building a portfolio that combines full-service hotels with resort condominiums, townhomes, and villas. The headquarters in Honolulu coordinates a network of properties, each retaining its own character.
Castle's stated vision is to be the leading hospitality management company in the Pacific, and the team works to that goal by tracking local and global trends and adapting quickly. Three principles guide the business: evolve, innovate, and adapt. As Matt Bailey, President and CEO, puts it: "It is through our innovation, flexibility, and commitment to personalised service that we have become one of the fastest growing hospitality management companies in the Pacific."
Castle's relationship with Maxxton started in 2014 on the Newyse platform. By 2022 to 2023, the team had run an RFP for a new property management system and signed with Track, a pure vacation rental product. After implementation began at one of Castle's vacation rental companies, the limits became clear: it would not work for the hotel space. Re-opening the conversation with Maxxton revealed how far the platform had evolved in a decade, and Maxxton's flexibility across all three of Castle's business models won the team back.
"I couldn't be happier with the way the relationship has evolved. Once we got our hands on those other systems, we realised what we had was better than anything we were looking at." Matt Bailey, President and CEO, Castle Resorts & Hotels
Castle's business spans pure hotels, condo-tels, and vacation rentals, each with its own ownership structure, guest profile, and operational flow. Finding a single property management system that could handle all three was, as Matt Bailey puts it, "almost an impossible task because the business models are so different."
Castle had been on Newyse since 2014 and the system had never been updated. Over time it had been so heavily customised to mirror existing internal processes that modernising it became difficult, and the workflows around it had calcified.
Behind the scenes, Castle was running a manual workaround for owner statements that pulled data out of Newyse into spreadsheets and reshaped it. It was time-consuming, error-prone, and built on top of three decades of accumulated habit.
When Matt Bailey joined in 2023, Castle was already implementing Track, a pure vacation-rental product, following a full RFP. It worked for one part of the business but not the rest, creating uncertainty about which platform should anchor the group.
Manual export-and-reformat cycles around owner statements are being phased out as Castle moves the owner and finance modules onto Maxxton. The team's stated commitment is to use Maxxton to its full potential and eliminate any dispensable manual work. "We've made the commitment that we are going to get to the point where we use Maxxton to its utmost capabilities and eliminate any kind of manual work that can be eliminated," says Matt Bailey.
Reservations and front-desk staff prefer Maxxton's updated interface and usability over both the legacy Newyse setup and the other PMS Castle had briefly trialled. That preference matters because adoption drives the rest: it shortens onboarding, makes the train-the-trainer model effective, and protects the personal-service moments Castle cares about most.
The combination of a cross-functional stakeholder group at the centre and subject-matter experts at the property level has given Castle a repeatable adoption structure. New employees are trained locally by people who already know the system, and feedback loops back to the central group through Jira and regular discussion.
Maxxton now runs all of Castle's condo-tel properties and is under consideration for the rest of the portfolio. With the Revenue Management and Customer Care modules being added, plus housekeeping and maintenance being rolled out, Castle is layering more capability onto the platform rather than running parallel systems.
The headline result is harder to measure but consequential: a partnership Castle considered ending is now stronger than before. The team came back, evaluated alternatives in detail, and chose Maxxton again, which is its own kind of validation. Looking ahead, the team also sees the platform as a way to extend, not replace, Castle's personal-service culture. "We are increasingly using technology to create touchpoints with the guest. Maxxton provides opportunities to automate guest communication via text, via email," says Matt. "But if it gets to the point where do-it-yourself minimises or eliminates personal contact, that's not my customer."