Sapphire Hotel

I am writing to express my deep disappointment regarding my current stay at sapphire hotel which I booked .Although this property is listed as a 5-star hotel, my experience so far does not reflect even the most basic standard of service. I arrived at the hotel today at approximately 8:30 PM after a long 4-hour journey with my family. Upon arrival, there was only one staff member present in the lobby, who was responsible for everything—including reception and luggage handling. When I asked for assistance with our bags, he questioned whether I even had a room and responded with sarcasm. Despite showing him my confirmed booking (for two adults), he refused to check us in because my two children were not included. I explained that I was willing to pay any additional charges for them, but he insisted I contact the booking platform and said he couldn’t do anything. After a lengthy and frustrating discussion—and only because my children were visibly upset—I managed to convince him to let us check in, but only after paying more than I would have paid directly through the platform for the same change. While I was trying to finalize the process, the lobby lights were turned off. I requested that they be turned back on so my wife and children could wait comfortably, but I was told the lights would only be turned on when the bar opens. My wife also asked again, and was given the same dismissive response. This is completely unacceptable for any hotel, let alone one that claims to be 5-star. When I finally received the room key, I was shocked by the condition of the room. It was in terrible shape—not clean, poorly maintained, and far below the standards advertised. I have taken photos of the room and the lobby, including the egg cartons left on the floor near the entrance, which clearly reflect the state of this property. Due to the poor service and uninhabitable conditions, I make check out one day earlier than planned. Also i request full refund for the second night, as this experience has been unacceptable and far below what was promised in the listing but the hotel management rejected.

verry horrible experience of my client in this hotel ,ever never suggest to book again. no one available to assist at reception , door are always open, geyser not working, no cleanliness ,very noisy endowments. suggestion - improve their hospitality services

Booking this hotel was the most horrible and disappointing experience. They say they are 5 stars, based on the location. When I asked their receptionist Abdur Rahman, he said they’re not even 3 stars if the hotel was located elsewhere. It’s a scam. The pictures they have on Agoda are all fake. The standard and quality of their hotel rooms is horrible. They downgraded our room and gave us some room by saying it’s a gift, in the last corner of the floor, with a suspiciously different coloured door than the rest of the rooms on that floor. The balcony view was trash sitting on the roof of the next building. Their receptionist and manager both are together in fooling their customers. They promised me a refund for 2 nights, which I haven’t received till date. Their staff hate their management. I have wasted money on this hotel. Please stay away from this scam.