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.

The glorious photos of the outside don’t represent the actual hotel. The hotel is positioned on an industrial estate and is pretty run down. Shower was dirty, carpets were poorly laid, bed was rock solid and walls paper thin. Personally a bad stay for me. I was woken at 5am due to the skips being moved outside my window.

Worth a stay in this hotel. Friendly and approachable staff (Zamin). Complimentary basic stuff are provided. Clean and lovely hotel.

I stayed here on a business trip where I needed access to both central London and Sussex. It has a carpark which was essential for me on this trip. It's close enough to Croydon to use the public transport there, which is a big positive. The rooms were clean and fairly new, spacious and warm. Very good bathroom facilities. Reception was helpful with our questions and any minor things we needed changing (thank you, Martina). Breakfast buffet was basic but hot, even towards the end of the breakfast time, and was good to get us ready in the morning.

Very noisy party, due to finish at 10 but didn’t then room above carried on. Spoke to reception but they did nothing. Lovely hotel and no problem with the party but when you treat yourself to a nice room you expect it to be perfect and be able to get a good resr

Really friendly and helpful receptionist and staff ever, lovely and great first impression of the hotel Everything was exceptional. It was clean, stylish, roomy with excellent service. I really enjoyed staying at the Grand Sapphire Hotel, I highly recommend it and I will come back for sure

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.