Sapphire House Antwerp, Autograph Collection

A Disheartening Experience at Sapphire House Hotel, Antwerp My recent encounter with Sapphire House Hotel in Antwerp was nothing short of a frustrating ordeal, tarnishing what should have been a delightful stay. As a Titanium Elite member, I had hoped for a seamless reservation process and courteous service, but my experience left much to be desired. My journey into dissatisfaction began when I called the hotel to inquire about room availability. After an agonizing 7-minute wait at the front desk line, I decided to give it another shot. This time, I opted for reservations and hoped for a smoother interaction. Upon reaching the reservations department, I politely explained my desire to book a room using points and inquired about the possibility of an upgrade to a double room with a kingsize bed, as a Titanium Elite member. The representative requested I email my request, assuring a response within 30 minutes. Unfortunately, this promise proved empty, as I found myself waiting for three hours without any communication. Growing increasingly frustrated, I decided to call back. The lack of professionalism became glaringly evident when an unfriendly lady insisted that the front desk should handle my request, leaving me on hold for nearly 5 minutes before abruptly hanging up. Astonishingly, subsequent attempts to reach the booking manager were met with rejection and abrupt disconnections. This appalling lack of communication and unprofessional conduct resulted in the loss of a valuable free night certificate worth 40,000 points. Such a disheartening experience not only reflects poorly on the individual staff members involved but also on the hotel's overall commitment to customer satisfaction. Sapphire House Hotel, this experience has undeniably marred what should have been a romantic evening in Antwerp. I implore the management to address these issues promptly, ensuring that future guests, especially loyal Marriott members, do not face similar disappointments. A reassessment of customer service practices is urgently needed to uphold the esteemed reputation of the Marriott Group.

Stayed 3 nights in a Emerald King room. This is after staying in a 4 star hotel in Brugge so our hopes were high for the 5 star based on the service we received at the 4 star! Arrived to very friendly staff but a bit of an issue with room allocation which was quickly sorted. We were advised the way to the lifts but were not escorted or helped with luggage. Not much of a problem but a bit of a surprise after our previous stay. Room was adequate but not much different from a standard 3 star business hotel in the UK. It was very clearly catering for a business clientele rather than holiday clientele. The room was not quiet and we could hear someone next door coughing. There were a few nespresso pods and tea bags available, no fresh milk (creamers only) but when I asked for some I was allowed to take it upstairs. We did use all the creamers and milk. However, the following day the creamers were not replenished during room refresh. I am very sure they would have been if I'd have asked but I definitely shouldn't have to ask for that to be refreshed. There was a minibar which was complimentary including a couple of cans of pop, tonic water, and some regular water. However, though the light was on the minibar definitely was not any colder than the rest of the room. Breakfast almost every morning was completely chaotic and definitely ruined the experience. It was predominantly help yourself with a small hot menu but one morning we had to go and find someone to take the order, and to ask for cutlery. They were constantly running out of glasses and plates with no replenishment. There was one gentleman on every morning who was fantastic however. On the third night we were both violently woken by an incredibly loud noise (possibly a fan or a pump) that lasted 20 minutes. It even woke my husband who can literally sleep through anything. No explanation to what this is but it was startling enough and we struggled to fall back to sleep after that.