Grand Sapphire Hotel & Banqueting

I am Sydel Walcott-Dhainy the person that booked the following on behalf of my family. We booked 2 family rooms, 1 single and a suite. where do I start: Two days before, I rang to enquire if there was on-site parking and was told yes, there is just pull up to the gate and press the buzzer. On the day we were all told we could not use the car park because they had a wedding using the car park. I arrived at 4 pm, check-in was allowable from 3 pm and we were told our rooms were not ready. No offer to compensate for this inconvenience. The single room was changed to a twin because that wasn't ready either. When I got to my room which was for 3 people, there were 2 bath towels and 1 hand towel. I had to ask house keeping to get us more towels. The rooms were pretty basic. there was minimal place to put any toiletries in the bathroom. The supplied toiletries only had shampoo and a couple of soap bars and the light above the mirror did not work. My sister had a suite and was told when checking-in that she had to leave a £100 deposit in case of damage (never heard of this in any other hotel, not even 5* hotels which we all have experienced) on top of that the room was nothing to write home about and for an executive suite did not even have a mirror in it. My brother was walking along the corridor and a ceiling tile fell and hit him, when he complained they had the audacity to say they needed to check the CCTV to make sure we did not interfere with it. All our key cards stopped working before the night was out and they could not resolve it blaming it on the technology, so we had to wait for the person on the front desk to come to each of our rooms to let us in with the master key after breakfast. Breakfast was also terrible and very limited, not enough staff, the hot food ran out and we had to wait for eggs, sausage, beans. As if they didn't know how many people were in the hotel. You had to fill a kettle and turn it on to make your tea or coffee which was all individual packages. At check out I complained and was apologised to, but told they would discuss it with the management to improve (doubt that would happen). It seems this hotel has dressed up the public areas to make it look professional and high value but beneath it all they lack customer service skills, not enough trained staff and generally don't care. This is definitely an overpriced con. I for one will not be spending my money here again. Stay here at your peril.

Very friendly staff with attentive to customer needs and overall professional. Nice and clean.

It was a good time at the hotel. More can be done with the breakfast to ensure that everyone gets the same quality and quantity during the breakfast time frame.

Stay here is amazing, less traffic noise, easy and free parking and friendly and efficient customer service.

Me and my partner finally managed to book the deluxe double en-suite(executive) room the most expensive room there , it wasn’t as it had been shown in the pictures unfortunately, the tv screen was all blue and couldn’t be changed much even in the settings , the door to the room wouldn’t close properly, there always seemed to be a draft coming from one of the windows even when closed , some of the furniture and furnishings was dusty and dirty for example the sofa looked like it had never been cleaned it had a lot of stains on it and the closet door was really dusty , also part of the flooring on the left side of the bed looking at it was missing a part and which you could definitely hurt yourself in and or trip on but the positives are that the staff was nice and friendly ,they was quick and responsive with some issues we had , the overall design of the room and layout was pleasant . We have stayed in this hotel a few times now and have had a great experience but for some reason this room we had been looking forward to and was trying to book for sometime was unfortunately disappointing, the executive double room en-suite we normally get is great and hadn’t had any issues what so ever.

I thought the staff was very friendly…the room was vey cosy and warm. I would definitely stay there again. Martina, was a friendly staff member who helped me stay in my room for an additional night

The room was dirty. They were stains everywhere in the room on the curtains, bed and floor. The bathroom was fine, but the beds were really uncomfortable. The staff was really friendly and nice.

Did not like room, really uncomfortable mattress and the light in the bathroom couldn’t be switched off so bright light the whole night, furniture in room really scuffed and needs updating for the price and this was supposed to be executive suite