Relais & Châteaux Hotel Heritage

Location: The hotel is perfectly situated for visiting Bruges, with its central position making it easy to explore the city on foot. Many attractions are within walking distance, providing guests with convenient access to the city's highlights.

Overall, everything about the hotel was great — the room was beautiful, the facilities were excellent, and the young man who helped me during check-in was very kind and professional. However, my experience at breakfast the next morning was extremely disappointing. There was a tall, skinny male waiter whose behavior was very rude and, frankly, felt discriminatory. First of all, when my friend briefly closed his eyes in the waiting area because he was tired, the waiter stood there with his arms crossed, staring at him in a very uncomfortable and judgmental way. During breakfast, his tone of voice was unnecessarily loud, and the way he walked around — stomping heavily — felt completely out of place for a five-star hotel. He also forgot my order, and instead of apologizing, he simply went back to the kitchen. When he returned, he tapped me on the shoulder and said, “Your order will be ready in two minutes.” Touching a guest without consent is extremely unprofessional and disrespectful, especially in a luxury hotel. What made me even more uncomfortable was that he didn’t behave that way toward other guests. It truly felt like there was a sense of discrimination against us as Asians. The hotel itself is wonderful, but this breakfast experience completely changed my overall impression. A five-star property should ensure that all staff members uphold proper hospitality standards.

I cannot praise enough the Hotel Heritage. Along with being perfectly situated in Bruges (by the main square, but off a street so you're away from noise), the hotel itself is truly elegant and lovely, with a breakfast that was beyond compare during our trip, (which included travel to Paris, Bruges, Delft, and Amsterdam). Most important, however, the staff is warm and wonderful, always going out of its way to be helpful -- which was particularly needed after I suffered a bicycle accident in Bruges. Nathan -- who worked behind the front desk -- made certain I was cared for by always having a fresh ice pack and otherwise seeing I was cared for and comfortable. He also provided a wide range of other assistance and doing so while making us feel at ease and welcome like family. The rest of the staff was similarly warm, attentive and always helpful. Simply the best hotel experience we've ever had.