Borgo Laticastelli

Eglantina Ruko

Eglantina Ruko serves as the Hotel General Manager at Borgo Laticastelli, an exclusive wedding venue and wellness retreat in Tuscany. She creates memorable hospitality experiences through people-first leadership and exceptional guest care.

A bride came to Eglantina Ruko, overwhelmed by the many details of organising her wedding. To reassure her, Egli did not open a checklist. She gave her a tight hug, telling her everything was under control, and her only job that day was to enjoy every single moment. Care like that, Eglantina believes, is what transforms the guest experience. She traces that ethos back to her grandmother’s house, where the joy and value of welcoming guests were instilled in her as a child.

That early understanding of hospitality was strengthened through 25 years of practical experience. Eglantina entered the industry while still a student, working as a cleaner at a five star hotel in Siena. A manager’s insistence on checking details, including the walls and paintings, taught her the importance of careful observation. Egli subsequently worked across hotel operations, from washing dishes to working at reception and assisting guests. These experiences taught her to combine personal warmth with attention to detail, shaping the leadership approach she now brings to Borgo Laticastelli.

Growing Through Guest Trust

Borgo Laticastelli started as a traditional four-star countryside hotel, and repositioning it as an exclusive wedding venue and wellness retreat meant reaching a different audience and building new industry relationships. Eglantina worried the shift would cost the business its footing, but what carried it instead was the guests themselves. Visitors began posting about their experiences online, recommending the property to friends and asking for Egli and her team by name when calling to book.

Today, many enquiries come directly from previous guests or people they have recommended, making word-of-mouth the property’s strongest source of growth. The emotional connection often remains evident at checkout, when guests, Ruko and her team find it difficult to say goodbye. These moments reflect the relationships created during their time at Borgo and the memories guests carry home.

The Team Behind the Detail

Eglantina spent three years building a team that now ensures every aspect of Borgo’s daily operations and guest experience is handled with care. She remains closely involved, spending at least ten hours a day on-site, speaking with guests and occasionally dancing with them at weddings. Alongside her, the team manages the details and interactions required to provide attentive, personalized care throughout every stay.

Leading the team requires the same individual attention given to guests. Each employee has different needs and must feel comfortable, valued and passionate about the work. Ruko focuses on finding people who naturally fit Borgo’s approach to hospitality, then helps them learn and grow alongside the team. She regards employees as family and feels personally responsible for supporting and protecting them.

The Future of Hospitality

Technology continues to support the business, though differently than before. As a traditional hotel, the property relied on reservation systems to manage individual bookings, room availability, changing prices and online booking channels. As an exclusive venue, it manages wedding stays as group bookings under a single contract with the couple. This reduces the need to process separate reservations for every guest, while Eglantina and her team personally guide them throughout their stay.

Looking ahead, Egli hopes more hospitality leaders recognize that memorable experiences begin with understanding what makes a place unique and helping guests connect with it. For Borgo Laticastelli, that means combining the history of a 12th century village, the character of the Tuscan countryside and a team that understands every guest’s individual needs. Technology will continue to evolve, but for Eglantina, hospitality will always remain a people business.