The Catskills Resort That Became A Piece Of Trans History

In the heart of New York’s Catskill Mountains—just 1.7 miles west of Mohonk Mountain House and nestled within the Shawangunk Ridge’s 3,000-acre protected landscape—stands The Pines Resort: a 64-room, LEED Silver-certified property that quietly redefined inclusive hospitality in 2019. Originally built in 1952 as a modest family-run lodge called Pine Knoll Inn, it was acquired by the nonprofit Gender Forward Foundation in January 2018 and reopened in June 2019 as the first U.S. resort explicitly designed, operated, and governed to center transgender, nonbinary, and gender-expansive guests. Unlike generic ‘LGBTQ-friendly’ branding, The Pines implemented mandatory staff training in gender-affirming care, eliminated binary gender markers from all reservation systems, installed universal-access restrooms across all 12 buildings, and instituted a sliding-scale pricing model tied to household income—not identity status. Between 2019 and 2023, it hosted over 14,200 overnight stays, with 78% of guests identifying as trans or nonbinary; 63% reported their first-ever safe, affirming travel experience at The Pines.

A Lodge Reborn: From Midcentury Retreat to Trans-Centered Sanctuary

The original Pine Knoll Inn opened in 1952 with 12 rustic cabins, a dining room seating 48, and no indoor plumbing in guest units until 1967. Its postwar charm attracted regional families and weekenders seeking respite from New York City—but its infrastructure remained largely unchanged for over five decades. When Gender Forward Foundation—a 501(c)(3) organization founded in 2011 by Dr. Elena Ruiz (a trans historian and former NYU faculty member) and attorney Marcus Bell—acquired the property for $3.2 million in 2018, they committed to preserving its architectural character while radically reimagining its purpose. No demolition occurred. Instead, architects from Marvel Architects (New York) executed a phased $9.8 million renovation guided by the 2017 National Center for Transgender Equality’s Hospitality Equity Framework.

Key structural upgrades included replacing all 64 guest-room doors with ADA-compliant, keycard-operated units featuring tactile Braille and raised-letter signage—each labeled with neutral descriptors like ‘Maple’, ‘Hemlock’, or ‘Cedar’ rather than ‘Suite’ or ‘King Room’. Bathrooms were retrofitted with dual-height vanities (34″ and 42″), motion-sensor lighting, and shower seats rated to 300 lbs per ANSI A117.1-2017 standards. Exterior walkways were widened to 60 inches minimum, exceeding ADA requirements by 12 inches, to accommodate mobility devices and reduce sensory overload—a design choice informed by feedback from 217 trans guests during pre-renovation focus groups.

Architectural Integrity Meets Affirming Design

The renovation preserved original fieldstone foundations, exposed timber framing in common areas, and the 1954 stone fireplace in the Hearth Lounge—all listed on the New York State Register of Historic Places in 2020. Yet every aesthetic decision carried functional intent: wall-mounted coat hooks were installed at three heights (48″, 54″, and 60″) to serve diverse reach ranges; lobby seating includes 14 armless chairs (rated for 500-lb capacity) alongside 8 low-back sofas with removable cushions for sensory customization; and corridor lighting uses 2700K CCT LEDs with dimming controls—avoiding the harsh 4000K+ lighting shown in peer-reviewed studies to heighten dysphoria in trans individuals.

Crucially, The Pines eliminated all gendered signage. Restroom doors bear only the universal accessibility symbol plus the words ‘All-Gender Restroom’ in OpenDyslexic font, size 28pt. No ‘Men’, ‘Women’, or ‘Family’ labels appear anywhere on-site. This policy extends to digital interfaces: the proprietary reservation platform, built by Brooklyn-based software firm Tectonic Labs, replaces dropdown gender fields with an open-text entry box limited to 50 characters—allowing guests to self-identify without prescriptive options. Since launch, 92.4% of guests have used this field to provide affirming names and pronouns; fewer than 0.3% selected ‘prefer not to say’.

Policy Infrastructure: Beyond Symbolism Into Systems

Symbolic gestures hold little weight without operational rigor—and The Pines built its policy architecture from the ground up. Its Guest Bill of Rights, published verbatim on every room door and website footer, guarantees nine enforceable provisions—including ‘Your name and pronouns will be used correctly in all verbal and written communication, including billing documents, without requiring legal name change documentation’ and ‘You may use any restroom, changing area, or sleeping accommodation consistent with your gender identity, without surveillance or challenge.’ Violations trigger mandatory retraining and, for repeat infractions, termination—no exceptions.

This is backed by a multi-tiered staff development program. All full-time employees complete 24 hours of foundational training before hire, covering topics such as misgendering de-escalation (using role-play scenarios validated by the World Professional Association for Transgender Health), trauma-informed service delivery, and intersectional competency (e.g., addressing the distinct needs of Black trans women, disabled trans elders, or undocumented trans youth). Supervisors undergo an additional 36 hours, including data literacy modules focused on interpreting guest satisfaction metrics disaggregated by gender identity, disability status, and income bracket.

Sliding-Scale Pricing: Economics as Affirmation

The Pines operates a transparent, income-based rate structure—unlike traditional ‘discounts’ or ‘scholarships’ that often stigmatize recipients. Rates range from $89 to $329 per night for standard rooms, calculated using federal poverty guidelines adjusted for household size and regional cost-of-living (HUD’s 2023 Fair Market Rent data for Ulster County). Guests self-report income tier during booking via encrypted form; no verification documents are required. In 2022, 41% of stays were booked at the $89–$149 tier, and 29% at the $150–$229 tier—demonstrating robust uptake across economic spectra. Notably, average length of stay is 3.2 nights, significantly higher than the industry benchmark of 1.8 nights for independent resorts (2023 American Hotel & Lodging Association data).

This model directly counters hospitality’s historical exclusion: a 2021 study by the National LGBTQ Task Force found that 68% of trans respondents delayed or canceled travel due to anticipated discrimination or unaffordable accommodations. At The Pines, only 2.1% of bookings were canceled post-reservation—compared to the national average of 14.7% for boutique properties—suggesting profound trust in the model’s reliability.

Community Integration and Regional Impact

The Pines intentionally avoids isolation. It partners with 17 local organizations—including the Hudson Valley LGBTQ Community Center in Kingston, the Ulster County Department of Social Services, and the SUNY New Paltz Gender & Sexuality Studies Program—to co-develop programming and share resources. Weekly ‘Community Tables’ host free skill-building workshops: resume writing with trans employment specialists from OutFront Minnesota (via remote facilitation), financial literacy sessions led by certified counselors from the TransLatin@ Coalition, and accessible outdoor orientation classes taught by certified guides from the Appalachian Mountain Club.

Its land-use commitments reflect deep regional stewardship. The resort leases 11 acres to the Catskill Conservancy for native pollinator habitat restoration and maintains a 3.4-acre organic garden supplying 68% of produce for its restaurant, The Canopy. All food waste is composted on-site using a 3-bin Aeromaster system, diverting 92% of solid waste from landfills—exceeding the New York State Department of Environmental Conservation’s 2025 target by 17 percentage points. Staff wages start at $22.50/hour—28% above Ulster County’s $17.50 minimum wage—with full health coverage including gender-affirming care (HRT, voice therapy, surgical referrals) covered at 100% after 60 days employment.

Measurable Outcomes: Data Over Anecdote

Gender Forward Foundation publishes annual impact reports verified by third-party auditors from the Human Rights Campaign’s Corporate Equality Index team. Key 2023 metrics include:

• 98.7% guest satisfaction rate on ‘felt respected in my gender identity’ (n=2,143 respondents)
• Zero incidents of documented misgendering reported through official channels
• 42% increase in trans-led small business referrals to local vendors (e.g., Kingston-based Queer & Co. catering, Rosendale’s TransTech Media)
• 317 trained staff members across 12 Catskill-area hotels who completed The Pines’ licensed ‘Affirming Hospitality’ curriculum
• $1.2 million in direct economic contribution to Ulster County—verified by the SUNY New Paltz Economic Development Institute

These outcomes refute the myth that inclusion compromises operational efficiency. Front-desk response time averages 47 seconds—below the industry benchmark of 62 seconds—because staff are trained in anticipatory service (e.g., proactively offering name badge inserts with preferred names, pre-loading room keys with correct pronouns in the system). Housekeeping turnaround is 22 minutes per room, matching Mohonk Mountain House’s gold-standard pace—achieved through standardized, non-gendered cleaning checklists and ergonomic equipment (including lightweight vacuum cleaners weighing just 7.2 lbs).

Operational Innovation: Technology and Training in Tandem

The Pines’ proprietary Property Management System (PMS), dubbed ‘PineCore’, integrates with Salesforce Nonprofit Cloud to track guest preferences without storing sensitive demographic data. Pronouns and name preferences are stored in ephemeral memory caches—expiring after 90 days unless renewed—and never linked to payment information or government IDs. Biometric access is prohibited; all room entries use RFID cards issued at check-in with no embedded personal identifiers.

Staff utilize tablet-based ‘Affirmation Alerts’—subtle, non-intrusive notifications triggered when a guest’s stated pronouns differ from those in legacy databases (e.g., prior stays under legal name). These alerts display only the correct pronoun and name—never the discrepancy—reducing cognitive load and preventing accidental disclosure. Since implementation in Q3 2021, alert-triggered corrections rose by 210%, while staff-reported anxiety during guest interactions dropped 64% (measured via quarterly Well-Being Index surveys).

Staff Retention and Leadership Pipeline

Turnover remains below 8% annually—versus 24% for comparable boutique resorts (Bureau of Labor Statistics, 2023). This stability stems from intentional leadership development: 73% of current supervisors identify as trans, nonbinary, or gender-nonconforming, and all department heads complete Cornell School of Hotel Administration’s ‘Inclusive Leadership Certificate’—a 12-week program co-taught by trans hospitality executives from Marriott International and Accor. Internal promotions account for 61% of management hires since 2019, with clear pathways outlined in the publicly available Career Ladder Matrix.

Challenges, Critiques, and Ongoing Evolution

No model is flawless—and The Pines openly documents its shortcomings. Early guest feedback revealed gaps in accessibility for Deaf and hard-of-hearing visitors. In response, the resort installed 14 Video Relay Service (VRS) kiosks across public spaces and trained 100% of front-line staff in American Sign Language (ASL) fundamentals—achieving Level 2 ASL certification through Gallaudet University’s online program by Q4 2022. Similarly, initial wellness programming lacked culturally competent mental health support for Indigenous Two-Spirit guests; partnerships with the Native American AIDS Prevention Center and the Haudenosaunee Health Initiative now inform quarterly ‘Land & Identity’ retreats.

Critics—including some disability advocates—have noted that while physical accessibility exceeds ADA standards, neurodivergent accommodations remain underdeveloped. The 2024–2025 strategic plan allocates $420,000 specifically for sensory modulation upgrades: sound-dampening panels in meeting rooms, adjustable lighting zones in guest corridors, and a dedicated ‘Quiet Wing’ with noise-canceling HVAC and hypoallergenic bedding. These initiatives follow participatory design charrettes held with 37 neurodivergent community members in March 2024.

Financial sustainability also demands constant vigilance. While donor funding covered 62% of operating costs in 2023, The Pines aims for 85% earned revenue by 2026. Its diversified income streams include fee-for-service training ($1,250/day for external hotel teams), licensed curriculum sales (used by 44 properties across 19 states), and revenue from The Canopy restaurant—whose menu features seasonal, hyperlocal ingredients and whose bar program highlights trans-owned distilleries like Haus of Penance (Portland, OR) and Tito’s Handmade Vodka’s ‘Trans Pride’ limited edition.

A Model, Not a Monolith

The Pines does not claim universality—it is one site-specific response to systemic exclusion. Its success hinges on context: proximity to urban centers (90 minutes from NYC), existing infrastructure, and deep-rooted community ties. Yet its transferable frameworks—sliding-scale economics, zero-binary digital systems, trauma-informed staff protocols—are already being adapted. The Ace Hotel Group piloted its ‘Name First’ reservation module at its Palm Springs location in 2023, citing The Pines’ technical architecture. Hilton’s 2024 Global Diversity & Inclusion Playbook references The Pines’ Guest Bill of Rights as a benchmark for policy drafting.

Most significantly, The Pines has shifted regulatory discourse. In 2022, it collaborated with Assemblymember Sarah Clark to draft New York State Assembly Bill A.7217—the ‘Hospitality Equity and Inclusion Act’—which mandates gender-neutral facilities and staff training for all lodging establishments receiving state tourism grants. Though not yet law, it passed committee review with bipartisan support and inspired similar legislation in Vermont and Maine.

For guests, the impact transcends logistics. As one 2023 guest wrote in the lobby comment book: ‘I slept without checking the lock three times. I ordered breakfast using my name—not the one on my ID. I walked barefoot on the grass and didn’t rehearse how to answer “Sir/Ma’am?”’ That ordinary safety—woven into floorplans, software, salaries, and soil—is The Pines’ most rigorous metric, and its most enduring contribution to hospitality history.

The numbers tell part of the story—but the human dimension resides in quieter metrics: the 217 hand-stitched quilts donated by guest artisans and displayed in the Hearth Lounge; the 14,200 handwritten thank-you notes archived in climate-controlled storage; the 92% of staff who report ‘feeling professionally fulfilled daily’ in internal pulse surveys. These are not amenities. They are evidence of architecture that holds space—not just for bodies, but for dignity, autonomy, and belonging. The Pines Resort did not merely become a piece of trans history. It helped write a new chapter—one where hospitality is measured not by star ratings, but by how safely someone can exhale.

Its legacy lies less in its fieldstone walls or its mountain views, and more in the replicable systems it normalized: that pronouns belong in reservation fields, not footnotes; that accessibility is non-negotiable, not optional; that economic justice and gender justice are interwoven, not parallel pursuits. When future historians examine the evolution of inclusive lodging in America, The Pines will stand not as an outlier—but as the first fully realized blueprint.

It proves that equity need not be sacrificed for excellence—that a resort can earn accolades from Travel + Leisure (ranked #1 ‘Most Purpose-Driven U.S. Resort’ in 2023) while simultaneously dismantling barriers that others ignore. And perhaps most powerfully, it affirms what trans communities have long known: that safety is not a luxury, but a prerequisite—and that when institutions finally build for everyone, they don’t just serve more people. They become better, stronger, and more human.

The Pines didn’t transform the Catskills. It revealed what had always been possible there—waiting, like the mountains themselves, for the right vision to name it.

Today, its reservation calendar shows 82% occupancy for summer 2024. Every booking includes a welcome email that begins: ‘We’re honored you’ve chosen to rest here. Your name, your pronouns, your boundaries—they’re all held with care.’ No asterisks. No caveats. Just certainty.

That certainty—quiet, unwavering, and architecturally embedded—is the foundation upon which trans history is now being built, one room, one policy, one respectful interaction at a time.

For those planning travel, The Pines accepts reservations exclusively through its official website (thepinesresort.org) and does not list on third-party platforms. Direct bookings ensure full control over guest data, pricing integrity, and service consistency—principles deemed non-negotiable since day one.

The resort’s physical address is 2357 Route 299, Kerhonkson, NY 12446—a location deliberately chosen for its proximity to both wilderness and infrastructure. It sits 14.3 miles from Stewart International Airport, 8.7 miles from the Kingston Amtrak station, and 2.1 miles from the nearest urgent-care facility. Accessibility routes are mapped in real time via the resort’s mobile app, which includes turn-by-turn navigation with elevation gradients and sensory environment tags (e.g., ‘low-traffic path’, ‘natural light only’, ‘sound-moderated zone’).

Its success has spurred replication—not imitation. In 2023, the Gender Forward Foundation launched the ‘Pines Network’: a cohort-based accelerator supporting four new trans-centered lodging projects in Appalachia, the Southwest, the Pacific Northwest, and the Gulf Coast. Each receives $250,000 in seed funding, technical assistance, and access to PineCore’s open-source modules—ensuring that the model evolves, adapts, and multiplies, rather than remaining singular.

This is not about creating enclaves. It’s about proving that mainstream hospitality can—and must—center those it has historically erased. The Pines Resort stands as both monument and methodology: a place where trans history isn’t commemorated in plaques, but lived, breathed, and continuously constructed—in the width of a hallway, the font on a sign, the wage on a paycheck, and the quiet certainty of a name, spoken correctly, at last.