The Mansion

The mansion’s Belgian heritage comes through in the walls and decor, giving the place a lot of character. It was a comfortable stay, with a good bed for sleeping after a day out, and the staff were welcoming and ready to help with questions. The rate was affordable compared with other hotels near Ghent Centrum, and the main sights are only a short walk away. I’d recommend it to anyone visiting Ghent.

The room was roomy, with a pleasant balcony and comfortable bed, and the hotel is well placed for central sights and public transport. But I found bedbugs on the pillow the first night and on the duvet the next day, which really affected my comfort. My four-night stay included just one cleaning; when I asked for more, they changed the towels and linens but left the floor dirty. Some linens and towels were stained, and the room was dusty around the headboard and shower. There were no towel hooks, no shelves by the sink for toiletries, and no face towel even after I asked. A bad smell lingered through the hotel, especially near my toilet. Check-in, Wi-Fi and cleaning details were barely explained, and most contact was by text or phone with no proactive messages. I also couldn’t find secure luggage storage before check-in and was directed to a dirty room anyone could access. There’s no elevator, and the narrow stairs are difficult with big bags. The location and spacious room were good, but I can’t recommend Heirloom Hotels - The Mansion without serious reservations. Service, cleanliness and communication need major improvement.

The Mansion is a handsome old building, and the bed and pillows were comfortable. It’s a short walk to the main part of town and tram and bus stops. The staff were friendly and helped with my luggage, and offered to order a taxi. Even so, it felt very overpriced. My room was dusty and dirty, especially the floors, with damage to the ceilings, floors, door and walls. Noise came in from outside and from other guests at all hours, including every creaky step from the upstairs neighbor. The room was warm, and I’d assumed the highest room category came with air-conditioning, but it didn’t. Smoke from the wood-fired pizza oven downstairs also filled my room in the evenings. I enjoyed the stay, but those issues need attention.

Beware of the photos on the website and social media, which I think are doctored and don’t match the actual rooms. In my experience, they take payment in advance, then guests may find stained towels and pillowcases, including blood stains, filthy and smelly rooms, moldy coffee makers and bugs in the bedding. I found the response when asking for help horrible. They were willing to let me leave but didn’t return my money. I also believe they discredit negative reviews and fill review sites with five-star posts written by employees. The same thing happens across their businesses, including hotels, restaurants and even a clay workshop.