There are few businesses in Guernsey that can genuinely say they have become part of the island’s story.
For 70 years, Sarnia Hotels has welcomed generations of visitors through its doors, evolving alongside the tourism industry while remaining firmly rooted in the family values on which it was founded. From a modest town hotel with no en-suite bathrooms to a collection of distinctive properties known for quality hospitality, the journey has been shaped by hard work, resilience and an enduring commitment to making people feel at home.
‘When my grandparents and parents took on Moores Hotel in 1956, I don’t think they could have imagined what the next 70 years would bring,’ she said.
The operation then was a world away from the hospitality business of today. There were no en-suite bedrooms, heating was limited, and the kitchen relied on a solid-fuel oven that could prove temperamental. Alongside a small team, the family pitched in wherever they were needed.
‘It was very much a hands-on family business from day one,’ said Karel. ‘Everybody did everything.’
That determination established foundations that would support decades of growth. The Chalet Hotel joined the family in the early 1960s, followed by Hotel de Havelet and Les Rocquettes Hotel.
For Karel, however, the story is not simply one of expansion. It is deeply personal.
Born into the business, she grew up among guests, staff and hotel corridors. Some of her earliest memories involve helping in the coffee bar, roaming the grounds of the Chalet Hotel during summer holidays, and spending time with the colourful collection of characters that hospitality naturally attracts.
‘There was always something happening,’ she said. ‘Hotels are wonderful places to grow up because you’re constantly meeting people.’
It was also a very different era for tourism.
Holidaymakers would often stay for a week or longer, travelling to Guernsey for their main annual holiday. Many returned year after year, building friendships with hotel owners and staff that sometimes lasted decades.
Today, visitor habits look quite different. Short breaks have become more common, and guests are increasingly likely to book at the last minute.
‘Everything moves much faster now,’ said Karel. ‘People have more choice and different expectations.’
Those expectations extend far beyond the booking process.
Looking back at menus from previous decades offers a fascinating snapshot of changing tastes. Once upon a time, a starter might be half a grapefruit, while flambe trolleys delivering steak Diane or crepes Suzette provided dinner-table theatre. Vegetarian options were limited and dietary requirements rarely featured in conversations between guests and chefs.
Now, hospitality businesses must cater for a wide range of allergies, preferences and lifestyles, often simultaneously.
‘It’s a very different environment,’ said Karel. ‘Guests rightly expect choice, quality and flexibility.’
Yet despite all the changes, some things remain reassuringly constant.
‘The most important thing is still making people feel welcome,’ she said. ‘That’s what hospitality is all about.’
That philosophy has helped Sarnia Hotels navigate decades of change, from evolving tourism trends and economic challenges to advances in technology that have transformed every aspect of hotel operations.
Gone are the days when bookings arrived by post after guests requested brochures and mailed deposit cheques. Digital reservation systems now allow rooms to be secured in moments.
The pace of change has accelerated, but Karel believes the essence of the business has not.
‘It’s still a people industry,’ she said. ‘Technology helps us do our jobs better, but guests remember how you made them feel.’
Karel speaks warmly about the long-serving managers and team members who have helped shape the group’s success. Several have spent decades with the business, becoming familiar faces for returning guests and trusted custodians of the individual character of each property.
‘My father always believed managers should be hosts,’ she said. ‘Every hotel should have its own personality.’
That sense of personality can be found throughout the business. Family names remain visible across the hotels, quietly preserving the legacy of those who played important roles in its development. Behind each name is a story and a reminder that, despite its scale today, Sarnia Hotels remains a family business at heart.
Looking through old photographs as part of the anniversary celebrations has inevitably prompted reflection.
‘There are so many memories,’ Karel said. ‘You see family members who are no longer with us, and you remember the contribution they made. That’s very special.’
There is pride, too, in what has been achieved.
Not only has the business survived for seven decades, but it has continued to invest, adapt and evolve. Refurbishments, technological improvements and ongoing investment ensure the hotels remain relevant in an increasingly competitive market.
At the same time, Karel is conscious that future success will depend on maintaining the values that have underpinned the organisation since 1956.
As for what the founders might make of today’s business?
‘I think they’d be proud,’ she said with a smile. ‘Amazed by some of the changes, probably shocked by some of the costs, but proud.’
Seventy years after one family took a leap of faith and took on a small hotel in St Peter Port, that pride feels well earned.
Because while the buildings have changed, the industry has evolved and guest expectations have transformed, the heart of the business remains the same: offering a warm welcome to everyone who walks through the door.
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