Frequently Asked Questions

Check-in and Check-out

Q:What time is your check-in and check-out?
A:Check-in from 2:30pm and Check-out until 11am

Late arrival

Q:What if I am arriving late at night?
A:We are at your disposal 24h/24h and will be glad to welcome you, even after midnight

Late check-out

Q:Do you accommodate late check-out?
A:Yes, based upon availability. For information regarding a later check-out time, contact the Front Desk the evening before or morning of departure

Payment by credit card

Q:What credit cards do you accept?
A:We accept all major credit cards such as Visa, Mastercard, Maestro, American Express, Diners

Cancellation policy

Q:What is the cancellation policy?
A:Please read carefully the details of our cancellation policy when making an online reservation.
There are no charges if your direct reservation is cancelled more than 24 hours prior to arrival. In case of cancellation later than 12:00 (noon, local time) on the day before arrival, the full stay will be charged.

Internet access

Q:Is there high-speed internet or wi-fi available at the hotel?
A:Wi-Fi Internet access is available all over the hotel. Every room is equipped with an iPad with free Wi-Fi internet access

Parking at the hotel

Q:Is parking available at the hotel?
A:We have a private car parking next to the hotel. A parking space is available at 35 EUR per night. We kindly suggest to reserve the parking space when reserving your room, as space is limited

Shuttle and transportation services

Q:Does the hotel provide transportation or a shuttle service?
A:No, but we can arrange transportation for you. Just send us your request

Nearest airport for private jets

Q:What is the nearest airport where we can land a private jet?
A:The nearest airport is Ostend, on the Belgian coast, only 35 km from Bruges

Hotel GPS codes

Q:What are the GPS codes of the hotel?
A:Our positioning is as follows: Longitude = 3.223889 and Lattitude = 51.210111

Tours and event reservations

Q:Are there tours and event reservations available through the hotel?
A:We can arrange any type of guided tour in Bruges or nearby cities. The hotel also offers a free guided tour on weekdays (not on Saturdays and Sundays). We will be glad to assist you with restaurant, theatre or other reservations

Pets at the hotel

Q:Can we bring pets?
A:We love pets, but unfortunately pets are not welcome at the hotel, as many customers are allergic for cats or pets

Swimming pool

Q:Does the hotel have a swimming pool?
A:The hotel does not have a private swimming pool. There are public swimming pools in the centre of Bruges

Non-smoking rooms

Q:Does the hotel offer non-smoking rooms?
A:All the hotel rooms are non-smoking rooms. It is also not allowed to smoke in the public areas of the hotel, in accordance to National regulations

Safety deposit boxes

Q:Do the rooms have safety deposit boxes?
A:Yes, all rooms have a private safety box and are free of charge

Restaurant at the hotel

Q:Is there a restaurant at the hotel?
A:Yes, restaurant Le Mystique is awaiting you for a gourmet lunch or dinner

When did it open

Q:When did the hotel and restaurant open?
A:The hotel opened in 1994 as Hansa Hotel. After a big renovation in 2002, the name was changed to Heritage Hotel. The restaurant Le Mystique opened in May 2009.

Room service

Q:Is there room service available in the hotel?
A:Yes, there is room service available in the hotel

Breakfast in the room

Q:Is it possible to have breakfast served in the room?
A:Yes, even though we have an elegant and charming breakfast room, it is possible to have breakfast served in your room upon request

Laundry and dry-cleaning services

Q:Does the hotel have laundry and dry-cleaning services available?
A:Yes, laundry and dry-cleaning requests should be done by 9 am and will be returned at approximately 6.30 pm the same day

Currency exchange services

Q:Does your hotel offer currency exchange?
A:International Currency Exchange Services are available at the Front Desk in the main lobby

Who built the hotel

Q:Who is the architect of the hotel?
A:Louis Delacenserie was the architect of the building back in 1869

About Relais & Châteaux

Q:What is Relais & Châteaux?
A:Relais & Châteaux is an association of privately-owned hotels and restaurants worldwide, based in France and founded in 1954. Membership is by invitation only. Currently there are over 500 members in the world.



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