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The Faces Behind Some of the World’s Finest Family-Owned Hotels
Where you opt to stay is about so much more than the hotel bed you sleep in — family-owned properties ensure that heart is infused into every aspect of your holiday.
…a lesser-known factor that can be a real differentiator between a solid hotel and an exceptional one is the ownership behind your hotel of choice.
Savvy travel advisors act as human encyclopedias adept at matching your unique tastes to properties dotting the globe, but a lesser-known factor that can be a real differentiator between a solid hotel and an exceptional one is the ownership behind your hotel of choice. Selecting a hotel that’s family-owned ensures that soul supersedes any “standard operating procedure.” We love that when staying at a family-owned property, a personalized approach to service is applied to every stage of a guest’s stay where close-knit teams are equally nimble and creative.
In collaboration with our friends at Querido Hotels — a collection of some of the world’s finest family-owned hotels — we’re checking in with the personalities behind properties across Italy, France, Spain, Portugal, Mexico, and the United States. Just as you may very well be greeted by the owners of these properties themselves when booking a stay through your SmartFlyer travel advisor, we’re bringing the brilliant personalities (often pulling strings behind the scenes) to life.
Nestled in the heart of Tuscany, Borgo Santo Pietro is spread across 200 organically cultivated acres comprised of a working farm, artisan dairy, and lush gardens. This five-star boutique retreat is a destination in itself, featuring a Michelin Green Star restaurant, Saporium, and a range of immersive activities from wine tastings to spa treatments at the flagship Seed to Skin Spa. Founders Jeanette and Claus Thottrup describe the estate as their “dream and life project,” combining their backgrounds in design and construction with a passion for creating welcoming sanctuaries of hospitality for their guests.
Originally envisioned as a family home, Borgo Santo Pietro evolved into an authentic experience that reflects its owners’ personal philosophies and the essence of Tuscany. “Jeanette designs every suite and space with her own experiences and the spirit of the region in mind,” Claus shares. Their commitment to a “farm-to-plate” approach extends to both their dining experiences and their Seed to Skin skincare line, born from the couple’s dedication to organic living. Claus, an avid sailor, has further expanded their vision with Borgo Santo Pietro Wines and Satori, a luxury yacht offering Mediterranean sailing adventures.
This sense of family extends to the guest experience, with a mantra of “what you want, when you want, where you want,” creating an atmosphere of unparalleled personalization.
At the heart of Borgo Santo Pietro’s charm is its deep connection to its surroundings and community. Located in the tiny village of Palazzetto, much of the hotel’s team is composed of local talent, including young residents who might otherwise have sought opportunities elsewhere. “We’re proud that Palazzetto has become an extension of Borgo, and that our efforts have helped keep its spirit alive,” Claus explains. This sense of family extends to the guest experience, with a mantra of “what you want, when you want, where you want,” creating an atmosphere of unparalleled personalization. Whether enjoying a pizza-making class, a serene moment in the blue lagoon, or a sunset rosé on the terrace, guests often describe their stay as “heaven on earth”—a sentiment that perfectly encapsulates the soul of Borgo Santo Pietro.
Borgo Egnazia and Masseria San Domenico (Puglia, Italy)
Borgo Egnazia and Masseria San Domenico, both family-owned hotels in Puglia, Italy, embody the essence of the region’s beauty and traditions. Borgo Egnazia is a holistic destination that immerses guests in the local culture, from the stunning Puglian landscape to hands-on experiences like homemade pasta-making at its kid’s club, Trullalleri. The property’s team of Local Advisors goes beyond traditional concierge services, offering tailored experiences and insights into the region’s soul, from hidden cultural gems to folk traditions. “Our hospitality style is about sharing the essence of Puglia,” says owner Aldo Melpignano, who co-manages the hotels with his family.
Masseria San Domenico, set in a 15th-century tower surrounded by ancient olive groves and the Adriatic Sea, was transformed into a luxury retreat by the Melpignano family in 1996. The property set the standard for upscale Puglian hospitality, blending centuries-old traditions with modern luxury. Guests are welcomed into a peaceful, exclusive environment where they can enjoy private beach access and a deeply rooted connection to the land. “This is not just a hotel; it’s our family’s story,” Aldo reflects. “We’ve built an experience that feels like home, welcoming guests into the warmth of Puglia’s natural beauty.”
Aldo emphasizes that being independent allows the family to shape the hotel’s vision daily, ensuring attention to every detail. “There’s a deeper connection between the guest and the soul of the place…”
The personal touch of a family-run hotel is key to the guest experience at both Borgo Egnazia and Masseria San Domenico. Aldo emphasizes that being independent allows the family to shape the hotel’s vision daily, ensuring attention to every detail. “There’s a deeper connection between the guest and the soul of the place,” he says, adding that this sense of intimacy and care is what sets family-owned hotels apart from larger chains. Their commitment to hiring locally not only enriches the guest experience but also supports the region’s economy. “Happy employees create happy guests,” Aldo believes, which is why the Melpignano family fosters an inclusive, family-like atmosphere among their staff, enhancing the overall guest experience.
Grand Hotel Tremezzo and Passalacqua (Lake Como, Italy)
For over a century, Grand Hotel Tremezzo has lured discerning travelers from all over the world as a sanctuary on Lake Como—its status as an iconic symbol of Italian hospitality entirely credit to the De Santis family’s generosity of spirit. We checked in with third generation hotelier Valentina De Santis about her evolution from being a child running around Grand Hotel Tremezzo, and as of 2022, the personality behind Passalacqua, a twenty-four room property that was voted as #1 Hotel in the World within a mere year of opening its doors. Valentina shares how both properties blend history and warmth to create an intimate guest experience rooted in the Italian concept of accoglienza—”gathering together and forming a bond.”
“In some way, I like to describe myself as the Italian version of Eloise at the Plaza,” Valentina laughs. She spent every childhood summer at Grand Hotel Tremezzo, “running up and down the corridors, sneaking into kitchens, and imagining myself as the castle’s fairy-tale princess.” Valentina officially joined the family business in 2010, when the hotel celebrated its 100th anniversary under the banner “100 years of History, Love, and Family”—an ethos that guides her to this day.
“Our team feels like family, too. Take Chef Osvaldo, who’s baked every birthday cake of mine for the past 35 years. What’s more ‘family’ than that?”
The De Santis family sees hospitality as opening not just their home, but their hearts. “Our philosophy,” Valentina explains, “is about inviting each guest to experience our world, our values, and our warmth.” To her, the secret to creating an unforgettable stay lies in deep, heartfelt connections. “Our team feels like family, too. Take Chef Osvaldo, who’s baked every birthday cake of mine for the past 35 years. What’s more ‘family’ than that?” This close-knit approach trickles down to each guest. “The more we lead with love, the more that love extends to our guests,” Valentina says. “That’s the magic of a family business.”
Palazzo Avino (Ravello, Italy)
Perched on the cliffs of the Amalfi Coast, Palazzo Avino’s signature pink exterior and serene white interiors blend seamlessly with the Mediterranean landscape. Founded in 1997 by Giuseppe Avino and now run by his daughters, Mariella and Attilia, this historic property offers calm, panoramic views of the Tyrrhenian Sea and is renowned for its impeccable, tailored service, with an impressive staff-to-guest ratio of two-to-one.
“We were just kids—13 and 10—when the Pink Palace opened,” Mariella reflects. Their father’s dream to restore the abandoned building into a “one-of-a-kind hotel” set the stage for their childhood and ultimately, their careers. “We grew up immersed in the beauty of the hotel and Ravello, breathing every aspect of it.” Now leading the Palazzo, Mariella and Attilia bring complementary styles to the business, creating a seamless blend of personal touch and high-end hospitality. “Behind the iridescent pink of Palazzo Avino,” Mariella notes, “is a union of taste, entrepreneurial vision, and soft determination.”
“We want guests to feel they are in a family-owned property, with every corner revealing our story.”
“Our hotel is our home,” Attilia says, “and we immerse guests in our world, with unique touches that reflect our roots.” Each design choice—from colors to flowers—is crafted to convey the essence of Ravello and the Avino family’s heritage. “We want guests to feel they are in a family-owned property, with every corner revealing our story.” Maintaining a strong local team is also crucial to the Avinos’ philosophy. “Our team members are ambassadors for Ravello,” Attilia explains, “and it’s their pride and loyalty that keep the soul of the hotel alive.” With deep ties to the region, the staff enhances each guest’s connection to the hotel, making every stay feel like an extension of family.
#smartflyertakemeto Italy and France
Casa Monti (Rome, Italy) and La Fantaisie (Paris, France)
“It’s not just about offering a bed for the night,” he says. “When guests step through the door, we want them to feel as if they’ve walked into a space lovingly curated with thoughtful touches.”
For Jean-Bastien Dussart, family-owned hotels go beyond the conventional understanding of luxury; they’re crafted to create lasting memories and emotional connections. Crafted in his vision, La Fantaisie in Paris and Casa Monti in Rome reflect this philosophy, offering spaces that feel like home yet capture the spirit of their vibrant neighborhoods. “It’s not just about offering a bed for the night,” he says. “When guests step through the door, we want them to feel as if they’ve walked into a space lovingly curated with thoughtful touches.” At La Fantaisie, guests can unwind in a cozy living room, while Casa Monti’s trattoria and rooftop terrace evoke the warmth of Roman family life.
Dussart’s approach blends deep local roots with global standards, as seen in the handpicked, local teams at each hotel. Casa Monti, managed by a Roman native who returned to hire a local team, embodies this community connection. “In hospitality, people take pride in showcasing their city or region,” Dussart explains, emphasizing the unique value locals bring to guests’ experiences. Working with existing properties rather than building anew allows La Fantaisie and Casa Monti to stay rooted in their neighborhoods, respecting local heritage while adding a distinctive touch.
Innovation also plays a role in crafting meaningful experiences. Through the latest digital tools, Dussart and his team tailor each stay, anticipating guest preferences to ensure a seamless, personal experience. Beyond comfort, the design at both properties sparks curiosity—featuring unique scents, unexpected flavors, and carefully curated décor by designers like Martin Brudnizki for La Fantaisie and Laura Gonzalez for Casa Monti. For Dussart, these details transform a stay into something unforgettable, leaving guests with memories that linger long after their departure.
#smartflyertakemeto France
Lily of the Valley (Gigaro Beach, France)
For Lucie Weill, hospitality is a family passion instilled by her father, who introduced her to the elegance of luxury hotels from a young age. “He shared his passion,” she recalls, noting how her father’s appreciation for the details—from attentive service to thoughtful floral arrangements—inspired her own career. After joining the world of luxury and craving hands-on experience, she found her way to hospitality. Lily of the Valley, the wellness-focused South of France hotel she created alongside her father, was designed to fulfill their shared vision and continuously evolves, reflecting their meticulous attention to every guest experience.
“We imagined its concept from A to Z,” Lucie says, explaining how she and her father remain closely involved in daily operations.
Operating Lily of the Valley as a family-owned property allows for a deeply personal touch, from hand-selecting slippers to working closely with a perfumer to craft a signature scent. “We imagined its concept from A to Z,” Lucie says, explaining how she and her father remain closely involved in daily operations. They form a collaborative trio with their General Manager, sharing client feedback and constantly refining the hotel’s offerings. This hands-on approach extends to team management as well; Lucie explains, “You can’t ask [employees] to make guests happy if they don’t feel valued and respected themselves.” Their commitment to fostering a strong sense of community among staff includes providing comfortable housing and supporting staff well-being.
What truly sets Lily of the Valley apart is Lucie’s 360-degree vision of the guest experience, informed by her travels and ongoing, hands-on involvement. “We think about Lily of the Valley with heart, dedication, and sincerity,” she says, believing it’s this authentic touch that resonates with guests. The family’s dedication to service and genuine care create a warm, refined experience, making guests feel as though they’re an extended part of the Weill family.
#smartflyertakemeto Spain
Marbella Club (Marbella, Spain)
Founded in 1954 by Prince Alfonso von Hohenlohe, Marbella Club embodies the art of slow living along Marbella’s Golden Mile. Owner Jennica Shamoon, who now leads the hotel sitting next door to Puento Romano — a property looked after by her brother, Daniel — reflects on her childhood summers at this Mediterranean paradise, where luxury and familiarity blend seamlessly. One automatically feels part of the family when stepping into a family-operated hotel,” she explains. With 115 rooms and suites, serene pine groves, and amenities like a Kids Club and seafront spa, Marbella Club creates a timeless sense of togetherness for guests of all ages.
“Our vision has been to curate a space that immerses guests in our world, blending stories with thoughtful details as if we were hosting members of our own family…”
Shamoon brings her own narrative to Marbella Club, respecting its legacy while reimagining experiences through niche retail partnerships and wellness that feel naturally embedded in every stay. “Our vision has been to curate a space that immerses guests in our world, blending stories with thoughtful details as if we were hosting members of our own family,” she shares. With brand partnerships from Chanel to Louis Vuitton, the hotel offers guests a luxurious yet grounded experience, reflecting the Mediterranean essence through each touchpoint.
With a team of over 600 staff, some of whom have been with the hotel for over forty years, Marbella Club prides itself on a deep connection to its guests and the local community. This longevity fosters a personal connection with guests who return year after year, often spanning generations. “Local know-how and insider knowledge are invaluable,” Shamoon notes, explaining that many staff members have become familiar faces to guests who now bring their grandchildren. This close-knit atmosphere creates a balance of warmth and sophistication, offering first-time and returning guests a like a true sense of belonging.
Puente Romano (Marbella, Spain)
Nestled next door to Marbella Club, Puente Romano Beach Resort feels like another world altogether, combining Andalusian village charm with endless dining outlets and a buzz of activity. Known for its award-winning design and over twenty world-class restaurants and bars, the resort offers a full spectrum of experiences, from vibrant nightlife to quiet beachside relaxation. “Our goal has always been to create an environment where guests can have the time of their lives,” says owner Daniel Shamoon, who grew up immersed in hospitality at Puente Romano and now leads the property. From opening his first restaurant at 19 to overseeing strategic innovations, Shamoon’s vision has brought a dynamic approach to the resort’s offerings.
At Puente Romano, the guest experience evolves with trends and expectations, adapting to the desires of a new generation of travelers. “Today should always be better than yesterday, and tomorrow even better still,” says Shamoon, emphasizing that the resort continually enhances its amenities and activities. From the Six Senses Spa to the renowned tennis club, Puente Romano’s commitment to wellness shines. The property also introduces innovative touches each year, curating new experiences that blend luxury and local culture while keeping pace with the visual storytelling demands of social media-driven guests.
“Our loyal visitors feel like part of an extended family,” Shamoon notes, adding that guests are often recognized and welcomed back by name.
Central to the resort’s appeal is its welcoming, community feel, where personalized service creates a home-like atmosphere for returning guests. “Our loyal visitors feel like part of an extended family,” Shamoon notes, adding that guests are often recognized and welcomed back by name. With a team dedicated to making each stay unforgettable, Puente Romano embodies a Mediterranean village spirit, offering everything from premier dining and wellness to family-friendly activities, all within a lush natural landscape that makes it more than a resort—it’s a vibrant, immersive destination.
SHA Wellness Clinic redefines well-being through its integrative SHA Method, a transformative program that emphasizes physical, mental, and spiritual harmony. Its original outpost in Alicante, Spain spans over 8,000 square meters across which it blends natural therapies with cutting-edge medicine, advanced aesthetics, and emotional balance practices. SHA’s Healthy Living Academy equips guests with sustainable wellness habits, making it a global leader in innovative, results-oriented wellness. In 2023, SHA turned heads when it expanded to Costa Mujeres, Mexico, bringing its revolutionary vision to the Americas with a stunning beachside sanctuary,SHA Mexico, designed by renowned architects Sordo Madaleno and Alejandro Escudero.
For owner Alejandro Bataller, SHA’s creation stems from a personal journey. Originally working in luxury and real estate, Bataller’s family was inspired by his father’s health transformation which lead to the founding of SHA as a family-owned clinic dedicated to optimal health. “We’re not a hotel,” Bataller explains, emphasizing that SHA’s mission goes beyond hospitality to offer “a deeply personalized and transformative experience.” With over 70,000 guests to date, SHA’s method empowers clients to make sustainable changes in their health, guided by a supportive environment that prioritizes well-being above all else.
“Our team is like family,” says Bataller, underscoring the commitment to fostering an inclusive, encouraging workplace.
The SHA experience extends to its deeply connected staff, whose passion for wellness creates an uplifting atmosphere that resonates with guests. “Our team is like family,” says Bataller, underscoring the commitment to fostering an inclusive, encouraging workplace. This cohesive spirit amplifies SHA’s impact, allowing the clinic to consistently deliver exceptional care in a setting that feels both inspiring and profoundly healing for everyone involved.
#smartflyertakemeto Portugal
São Lourenço do Barrocal (Alentejo, Portugal)
Set amid an ancient farming village in Portugal’s Alentejo region, São Lourenço do Barrocal is made of up of a 780-hectare estate that has been in the same family for over 200 years. The property is a haven of natural beauty, surrounded by vineyards, olive trees, and holm oaks. But despite being surrounded by nature, guests won’t want for anything thanks to its two farm-to-table restaurants, a winery, a spa by Susanne Kaufmann, and a range of activities, from horseback riding to relaxing by the outdoor pools. For an extra taste of Portugal, the estate’s organic gardens and farm shop offer a taste of the region’s authentic craftsmanship and produce.
Jose Antonio Uva—the owner who spearheaded the estate’s evolution into a luxury destination—was inspired by his family’s deep connection to agriculture and the land. “Portugal has a very pure notion of hospitality,” Uva reflects, noting the region’s natural warmth and eagerness to share its heritage. His vision for São Lourenço do Barrocal was to combine this spirit with sustainable practices that respect the estate’s historical and cultural roots. “We wanted to bring the sense of community back to Barrocal,” he adds, highlighting the importance of staying true to its agricultural legacy while embracing the needs of modern travelers.
“Our guests feel like they’ve stepped into a place that’s been home for generations…”
The success of São Lourenço do Barrocal is a testament to the passion and dedication of its team. Uva credits the authenticity and warmth of the guest experience to the incredible people who bring Barrocal’s story to life every day. “Our guests feel like they’ve stepped into a place that’s been home for generations,” Uva says, emphasizing how the estate’s sense of community and deep cultural connections create an environment where both guests and staff alike feel part of something special.
Sublime Lisboa (Lisbon, Portugal) and Sublime Comporta (Comporta, Portugal)
When travelers talk about visiting Portugal and the nearby Portuguese coast, these conversations often lead to two of our most beloved properties: Sublime Lisboa and Sublime Comporta. Sublime Lisboa, nestled in Lisbon’s Amoreiras neighborhood, is a cozy boutique hotel set in a charming 20th-century townhouse. With just fifteen rooms, it offers a homelike atmosphere in the heart of the city, surrounded by historic landmarks, gardens, and museums. In contrast, Sublime Comporta is a tranquil forty-two-acre retreat just outside Lisbon, where guests can unwind amid the natural beauty of umbrella pines, cork trees, and wild sand dunes.
“We hire locally as much as possible, and our team is really like family…”
For owner Goncalo Pessoa, authenticity is at the core of their hospitality philosophy. “It comes with the personalized service provided by our friendly staff,” he shares, emphasizing how local knowledge and attention to detail create unique, memorable experiences for every guest. The properties’ staff members are not just employees; they are considered an extension of the family. “We hire locally as much as possible, and our team is really like family,” the owner adds, underscoring the importance of nurturing close relationships with staff to maintain an authentic, welcoming environment for guests.
At both Sublime properties, the personalized service stands out. The team takes pride in knowing guests’ preferences before they arrive, ensuring every detail is tailored to create a seamless and memorable stay. “Each client is unique, and it’s all about attention to detail and a genuine approach to the guest,” says the owner. This commitment to heartfelt service and genuine hospitality is what makes Sublime Lisboa and Sublime Comporta exceptional — offering a warm, family-oriented atmosphere where guests feel truly valued.
The Largo (Porto, Portugal)
“We treat every guest like a dear friend entering our home…”
The Largo, a boutique hotel located in the heart of Porto, was born out of the shared passion for immersive travel experiences of Per Enevoldsen and his business partner, Steen Bock. After spending a year visiting iconic destinations, they realized they wanted to create their own dream hotel, combining their expertise in property development, design, and people-centered experiences. “We wanted to build something special together that reflected everything we loved about travel,” says Steen. The result is a space where every design choice—from handpicked craftspersons to bespoke details like engraved light switches—creates a welcoming, home-like atmosphere for guests. “We treat every guest like a dear friend entering our home,” Steen adds.
The hotel’s intimate layout encourages connections between guests, the team, and the surrounding city, with no reception desk and spaces designed for meaningful interactions. This family-owned approach is reflected in the personal touch given to every detail, from the locally sourced materials to the hand-curated curiosity cabinets in each room, filled with personal items from the team. “We’re always looking to improve, just like one would at home,” Steen explains. It’s this commitment to authenticity and personalization that sets The Largo apart from larger, more impersonal hotels.
At the heart of The Largo is its local staff, with over 90% hailing from Porto. Per and Steen made a concerted effort to develop local talent, offering extensive training that went beyond service skills—going so far as to bring in actors prior to their opening to role play with their team, ensuring they felt practiced and natural interacting with guests. “We wanted to empower our team, making them feel equal partners in the guest experience,” says Steen. This focus on diversity, both in perspective and background, ensures that each guest enjoys a personalized, meaningful experience—one that reflects the true essence of Porto. This approach has led to rave reviews, with one recent guest remarking, “There’s life before The Largo and then life after The Largo.”
