Redefining Luxury: Lessons from the Founder of Mulberry
““Do not look for luxury in watches or bracelets; luxury is laughter and friends, a good walk in the forest, a good smell of the sea. Luxury is time — time you give to yourself.””
Redefining Luxury: Lessons from Roger Saul
At this year’s Independent Hotel Show, our Operations Manager, Alex, attended a talk by Roger Saul, founder of Mulberry — a man whose name, quite literally, carries weight in the world of luxury. Roger’s session, Redefining Luxury, explored how the word has become one of the most overused in hospitality, and perhaps one of the most misunderstood.
He spoke about conspicuous consumption — the idea that luxury has become a performance, too often tied to status and display. The marble lobbies, the gold taps, the endless “wow factor.” All impressive, perhaps, but increasingly hollow. True luxury, Roger argued, isn’t about what can be shown, but what can be felt. It’s about time, attention, and human connection — the quiet, personal touches that can’t be mass-produced or priced by the hour.
It was a message that struck a chord. And, in an unexpected twist, it played out in real life moments later.
A full-circle moment
In Roger’s hand that day was a letter — not part of the talk, but a deeply personal one. Written by our owner, Patrick, it was a thank-you note sent in reply to one Roger had written to him over 25 years ago.
Back then, Patrick was working in a hotel early in his career. Roger was a guest. After his stay, Roger took the time to write a short letter praising Patrick’s warmth and hospitality. It was a simple gesture, but one that stayed with him for decades — a reminder of the power of sincerity in a business too often obsessed with surface.
This week, Patrick was finally able to return that kindness. He sent Roger a letter of his own, thanking him for the encouragement that helped shape his path in the industry — and extending an invitation to visit The Cartford Inn.
Roger was visibly moved as he read it. Later that day, he emailed Patrick personally to say how much it had meant. In a way, that moment captured the essence of his talk better than any slide or soundbite could.
Luxury, in its truest form, is not a spectacle. It’s a feeling — one person recognising another.
Living the message
It’s a philosophy that runs through everything we do at The Cartford Inn. We’ve never believed luxury was about grandeur. It’s about care — the kind that takes time and thought. Our team aren’t just colleagues; they’re a family. Many have been with us for years, growing and learning together. They know our regulars by name, remember how you take your coffee, and understand that hospitality isn’t about service — it’s about connection.
That same spirit extends to our suppliers, many of whom are friends as much as partners. From the fishermen in Fleetwood who source our seafood, to the local growers who bring in produce from just a few miles away, we work with people who share our values of quality, integrity, and sustainability.
We’re proud of that network — a community bound by care rather than contracts. It’s what gives our food its heart and our rooms their warmth.
What luxury really feels like
We hope that when guests come to The Cartford, they don’t just visit — they arrive somewhere that allows them to pause. To slow down. To rediscover a sense of ease that daily life rarely affords.
The warmth of a conversation over dinner.
The soft cadence of a well-chosen piece of music.
The calm that comes from watching the light move across a room.
These are luxuries that money alone can’t guarantee.
When someone steps into a place that lives by this philosophy, they’re not buying a night’s stay or a meal — they’re investing in a moment that suspends time. True hospitality isn’t about grand gestures, but about the attentive quietness that anticipates needs before they’re spoken, curates small comforts, and allows the beauty of simplicity to speak for itself.
To offer that kind of luxury is to understand what people really crave: not more things, but more meaning. They want to feel seen, not sold to. They long for connection that feels human, not transactional. A truly luxurious inn, restaurant, or hotel doesn’t dazzle — it restores. It gives people back a sense of calm, belonging, and time. Time they can give to themselves.
A final note (and a Mulberry bag)
We often say hospitality is about creating moments that linger. And, as it turns out, it also helps to have the right accessories. Alex — ever the professional — brought along his Mulberry bag for the occasion. Some might call that product loyalty. We prefer to think of it as immersive research.
We hope to welcome Roger to The Cartford Inn soon, so that he can experience first-hand the kind of luxury he described so perfectly — not the kind that glitters, but the kind that grounds you.
Because true luxury isn’t loud. It’s quiet, personal, and profoundly human.