Vincci Saphir Palace & Spa

The hotel personnel is outstanding. I loved their professionalism and dedication. Special note for the desk personnel who welcomed us with professionalism and kindness, and listened to our claims with a smile and reactively acted in consequence. The customer service manager (Haifa) is also great. The rooms are very clean but the furniture are quite old for a 5 stars hotel(some broken wooden stuff...) Biggest weakness: 1- The lunch/dinner menu was exactly the same and we had to rise a claim for that. The next day was satisfying tho. 2- We had to pass by an open door area to go to the indoor swimming pool during a cold time which was very uncomfortable (got a cold after that) 3- Booked an all inclusive and still need to pay for the gym? why?

I had a wonderful stay at the hotel, many thanks to Siwar and all those who worked there for making my holiday so special. The restaurant was excellent, delicious food throughout the the day The pool was fabulous as was the bar and the staff were so friendly and helpful

In context this is our second visit to Saphir and of many holidays to Tunisian Hotels but find there is here a distinct contradiction in Trip Advisor reviews. There are four parts to a Hotel: Room, Food, Pool and Ambience. The large Room was in need of refurbishment, the bed covers were too small, valance faded, hall lights bulbs blown and doors and windows creaked. No usual information in room on safe operation or meal times or anything. Room entrance doors all bang unless you take absolute care in closing and don't forget the next time. Don't know what the floor tiles markings are, never seen such odd discolouration markings. Heavy duty carpet cleaning was undertaken throughout the hotel but left with untidy bits of carpet sticking up. How many director managers does it take to do a "Snags List"? Air conditioning was turned off at the end of September for all hotel rooms but not staff, the room humidity was high and night time temperatures 20c plus. This however was non-negotiable! Hard to get basic sleep. Reasonable? Hospitable? Legal? Negligent? Liable? TUI un-contactable and rep didn’t turn up on scheduled spec day. There was a customer relations manager in a pink silky blouse but why would be needed and of what use evades comprehension, talked the 'no' or 'blank' without a management function, did have other staff’s fawn favour most mealtimes and otherwise preoccupied on the mobile around reception? Food was giving most people bad infected digestion stomachs, little and repetitive choice with a lot of fish, so many flies on all the foods and even sweets, with no restrictive fly screening. Two table types with corner legs were used for the long benches and centre leg in other positions, so had to screech drag the table to get out of the benches, without drinks toppling, switch the tables as original design! A restaurant is a class place for the ladies to dress for dinner, here it was a canteen setting and no table clothes. Thought could be given to people flow logistics absence creating queues and cross avoiding :-(( The special restaurant on the left was cut off and in use with the inner courtyard by an unusual dozen dementia Patients and their Nurses. The Concert hall and large stage were so also cut off and not in use. BBQ restaurant hardly used and was itemed as three a la carte but just three different fixed menus on three different nights. In the afternoon very limited nibbles located here out of the way. Beach restaurant served fish menu only, had to book and or pay; incomplete and dangerous walkways, one filthy men’s toilets didn’t flush and other pan had been removed; Ladies toilets? Bar lounge had three chandeliers with lots of bulbs needing replacement, very dark, odd lamp shade shape? Think I saw the manager One Daytime, sitting in the bar lounge below one of these discoloured lights, having a fag and coffee chat with another unrecognised individual, looked like popped in after a round of golf? Office? Responsibility