Mattress Concierge

The true luxury of any hotel stay is how well you sleep. Everything else is a backdrop.

A perfect lobby catches the eye and an attentive staff can ease travel stress. However, when guests wake up tired, none of these matters. A good night’s sleep is the core offering and the mattress is where that promise lives or falls flat.

That’s why the most thoughtful hotels don’t leave sleep to chance. They choose Mattress Concierge (MC), because it’s purpose-built for elevating the guest experience.

Each mattress is hand-built using high-density materials that remain supportive and cool throughout countless check-ins. With every guest having different comfort needs, MC makes it possible for hotels to offer guests a choice of firmness before they even arrive.

That level of care turns weary travelers into rested advocates. For hotels, it means fewer replacements, fewer complaints and stronger returns. Happy sleepers leave glowing reviews and rebook without hesitation.

“There’s a moment at the end of every guest’s day,” says Maura Zambarano, owner and president. “The lights are low, the minibar untouched, the room service tray gone. And somewhere between scrolling through the TV and setting an alarm, they slip into bed. That’s when everything else fades—the design, the branding and the polished service. What remains is the mattress. And how it makes them feel.”

The Bed Behind the Brand

MC designs every mattress around the guiding idea of ‘sleep as a custom experience.’ That means thinking beyond comfort and considering a hotel’s operational flow and the constraints of the housekeeping team.

To bring this philosophy to life, MC offers four foundational collections: Luxury, Classic, Ultra Plush and Luxury Organic. The Luxury and Classic lines offer a dual-sided option, with one side plush and the other firm, delivering flexibility. This dual-sided option allows hotels to adjust the sleep surface to guest preference without maintaining separate inventory.

“Staff can ask a guest’s preference at check-in and flip the bed accordingly. If someone wakes up unhappy, there’s no need for a room change; just flip the mattress and let them sleep easily. It’s a small operational win that becomes a lasting brand impression,” says Zambarano.

The Ultra Plush line delivers a deeply cushioned, cloud-like feel for guests who prefer extra softness. The Luxury Organic line blends natural Talalay latex and GOTS-certified organic cotton, prioritizing properties that promote wellness and sustainability, while combining eco-conscious materials with an indulgent feel.

All four collections are built on adaptable foundations that can be reimagined. Mattresses can be resized, reweighted or reconfigured based on room dimensions, property aesthetics and the hotel brand’s guest experience goals.

“One of our clients in New York operates under a union contract that limits mattress weight for housekeeping,” says Zambarano. “We reengineered the interior of their luxury mattresses to stay within those weight limits without losing the plush feel guests expect.”

Such adaptability plays out across different operating models.

For smaller hotels operating without the scale or budget of larger chains, MC developed the Hotelier line. It offers a cost-effective option without sacrificing the durability and luxurious feel.

Mattresses use high-quality, commercial-grade materials, including CertiPUR-US certified foams, Leggett and Platt 1057 Bolsa Encased Coils, steel border rods and reinforced edge guards. The individually wrapped coils respond independently to body weight, offering pressure relief, motion isolation and targeted support. This build resists sagging and preserves comfort and structure through years of repeated use, outlasting traditional systems.

Made Fit to Every Step

Zambarano stresses that working with MC shouldn’t feel like placing an order; rather, it should feel like being looked after.

From the first conversation, the onboarding process adapts to real-world constraints, including room types, hallway widths, delivery access, staffing requirements and renovation timelines.

The team asks important questions like whether a hotel is replacing all its mattresses at once or phasing them in, if staff are available to manage delivery and setup and what stage the renovation is at. These details shape the entire experience.

First-time buyers often need step-by-step guidance, from selecting builds to testing firmness and planning purchases. Others arrive mid-renovation. Some replace beds in phases, working around budgets and room availability. A few require quick replacements, which are handled quietly and efficiently.

“A lot of times, hotels work within a budget. Let’s say they want to renovate the entire hotel, but can only do a few rooms at a time. We are their choice. We’ll send four or five mattresses each time and make the transition very seamless,” adds Zambarano.

Orders are timed to match the hotel’s schedule. If installation is planned for later, fabrication begins closer to that window. This approach avoids early storage issues, protects product quality and eases operational burden. Mattresses arrive fresh, tailored and ready to last.

Communication remains consistent throughout. Zambarano and her team follow up regularly to confirm dates, accommodate changes and stay aligned with shifting site conditions. If construction falls behind, production is delayed. If there’s no crew available to move mattresses into rooms, the MC will arrange the support.

This level of personalization carries through to the final details guests see. For clients like The Bay View Collection, MC customizes the label. Pull back the sheets and you’ll find a tag that reads, “The Bay View Collection by MC,” a subtle nod to the hotel’s identity.

Architectural idiosyncrasies are considered too. Older properties with narrow hallways or tight staircases aren’t a problem. These mattresses can be made bendable to navigate layouts that rigid mattresses cannot handle. In other cases, where the adjustment is vertical, mattress height can be lowered to meet Americans with Disabilities Act (ADA) requirements while maintaining comfort and design continuity.

When the Mattress Becomes the Message

The mattress was never a talking point for Ross, a hotel marketing veteran with over three decades of experience at major chains.

That changed after working with MC.

“I had always thought that the bed was a given when you are selling a hotel experience and if you were talking about it, you were not delivering information that was unique. But encountering the kind of service, exceptional comfort and individualized product that MC offers flipped the story in my head,” said Ross.

At the Brenton Hotel, the mattresses custom-built by MC have become one of the most talked-about features, frequently mentioned in guest inquiries and online reviews. The guest response has been so strong that the mattress has become an integral part of the brand’s story.

That emphasis on comfort helped Brenton earn early distinction. The property was accepted into Fine Hotels & Resorts within six months of opening. It later received a Virtuoso designation and was recognized by Travel & Leisure and Condé Nast Traveler within its first two years.

“The guest enthusiasm at Brenton isn’t standalone. Across many boutique properties and historic inns, hoteliers have echoed the same feedback and the same requests. That response is exactly why we launched our direct-to-consumer line for guests and staff who have experienced the mattress firsthand and want that same comfort at home,” adds Zambarano.

A Promise Kept; A Business Renewed

MC is a business defined not just by what it sells but also by the loyalty of its customers.

When Rob Richards took over the company from Founder Jeff Rogers in January of 2020, his goal was to continue the legacy of the MC brand that hotels could count on night after night, guest after guest. That dependability earned trust. Over time, trust became loyalty. And when Rob passed away unexpectedly, Maura—the mother of Rob’s children—was determined to make sure that loyalty remained.

Clients reached out to Maura Zambarano not only with condolences but with stories. They shared how the mattresses had become part of their guest experience; how reliable the team had been and how the working relationship felt more responsive than expected from a typical vendor.

The turning point came at the New England Inns & Resorts Association conference. Hotel owners, general managers and housekeeping staff offered support, recognizing the product’s quality and the importance of keeping the business going.

“They became a bridge for us connecting what Rob had built and what the business could still become,” says Zambarano. “The transition wasn’t just about keeping things going. It was about honoring the trust Rob had earned and preserving the relationships that made MC more than just another supplier.”

Maura stepped into leadership to carry it forward. Under her direction, MC has stayed true to its roots, still family-owned and is partnering with fourth-generation mattress manufacturer Gold Bond of Hartford, which produces every mattress in the U.S. to the same high standards.

MC isn’t chasing trends or flooding the market with products that dilute what makes it special.

“We’re just looking to keep building on what we’ve created,” says Zambarano. “If that means new products down the line, great, but only if they match the same standards our hotels and guests have come to expect.”

The plan is simple; to keep listening, refining and letting comfort stay the hero. Because in hospitality, the best stories often start with a good night’s sleep and that’s precisely where Mattress Concierge plans to stay.