That’s how we ended up with several opportunities, notably in Bruges and other major Belgian historic cities. A friend and colleague then told me that this historic building was for sale.

We visited it. When you buy a large building and you’re young (my wife and I were about to get married), the first idea that comes to mind is to turn it into a hotel. And so, a fortnight later, we signed the sale agreement! Everything went very quickly. We still had to convince the banks, but within a year we had opened our hotel. That was in 1993.

The renovation was extensive. Planned to last a year, we managed to complete the project in just 8 months.

The adventure began 32 years ago. Back then, Hôtel Héritage was a 3-star establishment with 20 rooms. We had set up an apartment in which we lived. Then, seven years later, we moved and transformed that apartment into four junior suites. Over time, we expanded the hotel’s capacity: first twenty rooms, then twenty-four, twenty-seven… before reducing it to twenty-five and now twenty-two.

What makes your hotel unique today?

There are several things that make this Maison unique. First, the building itself: it’s a nineteenth-century structure. We’ve always wanted to preserve its original spirit: it’s 150 years old and full of character.

Then there’s the history of the hotel. We’ve built a House: it’s in our image, with top-of-the-range, personalized service that’s also family-friendly and warm.

In 2009, we joined the Relais & Châteaux family and were awarded our fifth star. We have never ceased to innovate, to improve our quality of service, and to commit ourselves to creating a real soul in this House, for our customers.

You recently sold a hotel. Could you describe the process of selling a hotel?

Selling a hotel is a complex process that depends on a number of factors. Location and number of rooms are key factors. The Hôtel Héritage is a 5* hotel with 22 rooms and a gourmet restaurant. It is therefore of little interest to major investors, who are generally looking for establishments with a potential of at least thirty-five to forty rooms. We therefore had to turn to potential private buyers, people with a real passion for the hotel and a genuine desire to get involved in its management.

Ideally, a couple, preferably young, ready to devote energy and who, of course, have the means to invest. Indeed, the sale included the walls. If you only sell the hotel and restaurant business, the sale price is more affordable, as the risk is not the same: by retaining ownership of the walls, you are more dependent on the operator. So selling both the walls and the business limited the number of potential buyers. It took us five years to find the current buyers.

How do you define an ideal customer experience in the high-end hotel sector?

Whether it’s a four- or five-star hotel, there’s an expected level of service that’s essential. But anyone can offer good service. The real difference, especially in a Relais & Châteaux establishment, lies in hospitality.

Service means giving something. Hospitality is a more personal, emotional approach. What counts is not just what you do, but how you do it.

Let’s take a simple example: serving coffee. Service means bringing the coffee. But hospitality is how you serve it. Do we do it with a sincere smile? With a real exchange, a few words that go beyond the simple “Good morning, here’s your coffee”? What makes the difference is the authenticity and human connection we add. It’s an emotion we transmit, and that’s what customers want to remember.

In your opinion, what are the essential qualities needed to run a hotel successfully as a manager or maître de maison?

There are many aspects, but first and foremost, you need good financial management. Solid accounting. Then there’s personnel management, which is a real challenge. What I’ve always applied is lead by example. It’s not enough to tell people what to do, you have to show them. If an employee lacks speed, I show him how to do it, if he lacks initiative, I teach him how to react to different situations. Leading by example is fundamental.

Finally, there’s respect. Showing respect for your team is essential if you are to receive it in return. What’s more, it naturally transmits the same attitude to guests. And that’s what creates a harmonious, warm atmosphere in a hotel.

What makes a stay in Belgium different from other destinations? Do customers have specific expectations?

There’s a peculiarity, especially in Flanders, and even more so in Bruges. Every nationality has its own habits, and when it comes to neighboring countries – France, Germany, England or even the Netherlands – there’s a fairly typical pattern of behavior.

Visitors from these countries enter the hotel and immediately expect to be able to speak their language. It’s a fairly common reflex and an almost automatic expectation.

We’re unique in that we speak several languages, and that makes a real difference. In our hotel, German, French and English are commonly spoken, as well as Spanish and a little Italian. In the restaurant, most staff speak at least four languages fluently. This aptitude for languages also comes from our culture.

What are your fondest career memories?

One of the most memorable moments was our entry into the Relais & Châteaux Association. We had worked hard for this, and it was a real achievement. The award of our fifth star and several distinctions such as “Best Boutique Hotel in Belgium” are also among our proudest achievements.

A country or destination that has impressed you?

South Africa. Cape Town in particular, but we drove all over the country on our first trip in 1996. The people made the biggest impression on me. Despite the poverty, they were constantly smiling, warm, and revealed a truly genuine sense of service. They interact in a natural and caring way.

There’s also the culture, the diversity of landscapes… It’s a magnificent country where you can find a bit of everything. I felt something similar in New Zealand, but with a different climate… Let’s just say it rains more!

If you had to sum up your hospitality philosophy in a single sentence, what would it be?

Hospitality is the art of anticipating and exceeding expectations, creating unforgettable emotions and a genuine human connection. Perfect service is essential, but it’s warmth and sincerity that turn a stay into a memorable experience.

Experimental Marais – Paris – March 2025

The Experimental Group opens a new hotel in Paris. After those on the Grands Boulevards and Pigalle, it’s in the Marais district, taking over the Hotel Sinner, acquired in October.

Designed by Tristan Auer, it boasts a spa, a swimming pool, a restaurant inspired by the great New York restaurants, run by chef Mélanie Serre, and of course, a cocktail bar.

Six Senses London – United Kingdom – First quarter 2025

Six Senses makes its London debut with an exceptional address in the heart of Whiteleys, a listed former department store. Its Art Deco decor and numerous services will make it an essential place to stay. The hotel will offer 109 rooms and suites, 14 residences and a spa with swimming pool and vaulted ceilings.

A major new feature is the opening of the first Six Senses Place, a private club designed for working, sharing and socializing in a convivial atmosphere.

L’aventure – Paris – Courant 2025

Located at the top of Avenue Victor Hugo, overlooking Place de l’Étoile, this new hotel lives up to its name. At the helm are the Costes brothers and designer Martin Brudnizki, for a place that blends elegance and exclusivity. Alongside the Thoumieux, Grand Amour, Amour Paris and Amour Nice hotels, this new five-star address will offer some twenty rooms.

GOLDWIRE

Quai Branly Museum, Paris

02/11/2025 to 07/06/2025

“From the earliest ornaments sewn onto the garments of the dead to the flamboyant dresses by contemporary Chinese artist Guo Pei that punctuate the entire exhibition, from the gold-woven silks of the Indian and Indonesian worlds to the glittering kimonos of the Edo era, the exhibition unfolds the thousand-year history of gold in the textile arts. In a dialogue combining scientific discovery and artistic perspective, it unveils the dazzling beauty, diversity, technicality and richness of costumes from a vast region stretching from the Maghreb to Japan, via the countries of the Middle East, India and China.”

FROM HEART TO HAND DOLCE&GABBANA

Grand Palais, Paris

10/01/2025 to 03/31/2025

PICASSO, ART IN MOTION

Atelier des Lumières
02/14/2025 to 06/29/2025