Saphir Hotel and Villa

Very good hotel,for relax with family,good atmosphere and amabil personal

We chose this hotel based on the many positive reviews on TripAdvisor and, overall, we have been reasonably satisfied with the hotel and its other services. Unfortunately, the room assigned to our family seriously affected our overall experience.

We were given room in the main building, which is simply too small for four people. There are four beds in the room, and one of the beds completely blocks access to the wardrobe, making it impossible to use it properly. There is barely enough space to move around or organize our belongings. The room is also on the attic/top floor, which makes the situation even worse.

There is also no air conditioning in the corridors, so walking to the elevator in approximately 40°C heat is extremely uncomfortable. The elevator is very small, and four people with a stroller cannot even fit inside at the same time. Unfortunately, my arm even got caught in the elevator.

We contacted reception and asked to move to a villa. We were told that the villas were not available. However, we could clearly see that there appeared to be available villas around the hotel.

After our written complaint, we were offered a room that was only about 2 square meters larger — hardly a meaningful solution. Even for that room, we were told that we had to wait and attend another meeting to discuss the matter. We came at the agreed time to discuss it again and approached the staff several more times afterwards.

Unfortunately, despite e-mail attempts and repeated follow-ups, our room was never changed at all — neither to a villa nor to any other room.

This was particularly disappointing because we expected the hotel to make a reasonable effort to resolve a very basic room-related problem, especially for a family travelling with young children.

I hope the management takes this feedback seriously, especially regarding room allocation for families with children and the way guest complaints are handled. We gave the hotel several opportunities to resolve the situation, but unfortunately, nothing was done.