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?

28th December for one week I'm just getting round to writing a review Good points staff very helpful and friendly hotel is lovely and the weather was great After being delivered and getting there near midnight on my first day got checked in and went to bed Upon waking went down for breakfast and I must say the selection of food for uk residents is very poor plus it's really cold Lunch dinner where the same so I ate very little for my weeks stay The two other restaurants where closed The pool bar was closed so just the lobby bar was open There wasn't any sunbeds to sit on round the pool or umbrellas no music no atmosphere either .from the photos i was alone around the pool as you can see ..I asked for a sunbed on many occasions but never got one So had to sit on a chair or lay on the ground on my towel The private beach has nothing on it ....ni beds umbrellas or chairs no bar either The hotel itself is absolutely freezing cold ...there is no heating on and even the staff where cold No activities and no entertainment....this hotel I chose because of the reviews and the package I thought I was getting wasn't nice ....I was expecting a relaxing week in the winter sun with everything I needed and it didn't deliver any of this ....as a female solo traveler I would stay clear None of the reviews are true and I was very isolated and lonely as no one spoke English all French and Muslim Personality I couldn't wait to get home

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

No matter how bad I make out this hotel experience to be - it was much worse; Shame on you TUI for sending people to this despirately run hotel. • Moldy bread in the restaurant (10p size black and yellow mold spots) • Extremely poor quality food items • Flies (alive and dead) on the food • Sticky restaurant floor / smoky air (smell of burnt oil) • No quilt on the bed (had to chase up several times and only got one at 1030pm) • Shower leaking onto the bathroom floor, out of the door and out to the room door. • Curtains not closing properly • No tea or Coffee making facilities • Disrespectful and unhelpful reception staff • Couldn’t get into our room until 5pm (check in time was 2pm) • In-room safe did not work, ask for someone to fix it, that never happened • My wife was attacked by an elderly ‘resident’ in one of the lifts (who appeared to be suffering from Alzheimer’s, or a condition similar to it). I.e. the hotel appears to be running a respite facility for elderly people with significant mental and/or physical needs. The carer with the lady only just managed to stop her making physical contact with my wife. When we asked the TUI Rep about the hotel doing this knew about this. It is not what you expect from a 5* hotel. • We had to pay for a private car and driver to take us to the new hotel (£50).

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

This hotel is not a 5 star .just a 3.star Rooms ok but very Dated mini bar just a fridge. No water in it when we arrived 1-30 in morning bathroom not really clean towels smelled fusty. Had to ask for toilet paper regular bedding not cleaned regular no light outside hallway to see to open door !! Food awfully poor! Some days no bread! Staff no cloves on handling food All 4 off us went down with Diarrhoea as did many Guests we spoke to!! Pool area ok. ?? Beach ok but food terrible!Staff helpful. Entertainment try hard. And bar staff polite and work hard but avoid this hotel???also its a care home. On landing 1. Which when you book TUI. Don’t tell you. ???