Sapphire House Antwerp, Autograph Collection — Hotel in Antwerp

For context: I am a very well travelled person counting many stays in five star hotels and resorts all over the world. Sadly this was the worst five star hotel I've stayed at so far.

The below negatives are especially confusing considering I had flagged with the hotel beforehand that this was our wedding trip, and that we had booked 6 separate rooms for friends and family, with multiple silver and higher Marriot members.

We stayed in a diamond suite which was room 205. A gorgeous and spacious round room in the corner of the tower above the entrance of the hotel.

Let's cover the negatives first. We had requested an afternoon room turnover on our wedding day as we were obviously in our suite getting ready. This somehow didn't happen so we returned to a messy room on our wedding night with the bed not made etc. When booking we were told there was a sofa bed in our suite. This wasn't the case. So once checked in I requested an extra bed in our room to be installed on Saturday. This didn't happen so I had to deal with that once again on my wedding day.

There was someone else's name on the tv screen in the bedroom, which really shouldn't happen if you've booked a diamond suite as a silver member.

Single glazed windows so lots of street noise from people at night (I'm not taking into account the roadworks which is no ones fault).

The airconditioning was very slow to work.

There was no bath in an enormous bathroom of a huge suite.

Confusingly we didn't really notice anything special for our wedding trip where we had booked 6 rooms for multiple family members and friends. Other hotels would have a welcome basket, or a drink waiting in the hotel room. We got a handwritten card and a pack of biscuits. I guess that counts as a gesture.

This is a small one, but the minibar was only stocked with water and soft drinks. This is almost unheard of for a room of this calibre.

The front desk didn't inquire about the quality of our stay or anything else at checkout.

Lastly, the replies to negative reviews about this luxury hotel appear to be generated by ChatGPT. This might not be the case or be entirely relevant, but that’s what it feels like. This reflects the general feeling me and my family and friends had about the lack of quality in care and service one would expect from a five star hotel.

I implore you to read some of the other lower rated reviews to find many other people with similar experiences.

Positives Gorgeous design and interiors. Good services from Joeri and an english/French speaking lady at front desk.

We really, really wanted to love this hotel and had very high expectations. Sadly we won't be returning and won't be recommending this to other people as the entire experience was just...

I have attached screenshots of Yuhang LI’s Google complaint, your hotel’s response, and the police report filed with Antwerp authorities. We take full responsibility for the truthfulness of our statements.

Since Google only allows one review per account, I used my husband’s account to respond to your reply to Yuhang LI’s complaint.

Regarding “Efforts to Control the Situation”

Your hotel claims neutrality and “control of the situation.” Does this include: • Covering for the perpetrator and letting them leave the scene quickly, depriving me of fair treatment? • Persuading me to drop the matter and “return to my room” to avoid escalation? • Lying that the perpetrator had checked out, when I saw them minutes later in the dining area, still displaying provocation?

These actions reflect clear bias, not neutrality.

Hotel’s Legal Obligations

Under Belgian law, hotels must ensure guest safety and manage third-party actions. I experienced harassment, discrimination, and verbal abuse. Your hotel failed to: • Protect my safety or mediate the situation. • Investigate, gather evidence, or intervene. Instead, your inaction and cover-up of the incident amount to negligence, leaving me distressed, sobbing, and trembling before other guests.

Lack of Action

• No investigation: Your staff failed to gather evidence or understand the incident. • No mediation: I only sought an apology, but you quickly facilitated the perpetrator’s departure. • No protection: You misled me and avoided responsibility.

Your actions demonstrate a lack of duty to your guests.

Failure to Respond

Your staff promised a response by 10 AM on Nov. 20, but I received nothing. This delay shows a disregard for guest rights.

“Conflicting Accounts” Excuse

Labeling this a “conflicting accounts” case does not excuse your lack of action. As the victim, I was visibly distressed and deserved immediate intervention, yet you failed to investigate or provide assistance.

I have filed reports with Antwerp police, Marriott headquarters, Belgian anti-discrimination agency UNIA, and victim support services. I stand by the truth of my statements and reserve the right to take further...

I have no idea why some people are giving this hotel such bad reviews! I’m currently staying here for two nights and am on my second night so far everything has been great!

First the location is prime you can walk within 10mins to old town city center area with tons of restaurants and things to do and see! Also 6mins walk from Antwerp Central!

Check in was great, got my room upgrade to a brilliant suite and they thanked me for being Titanium member and offered me my free breakfast option with 8€ euro credit to spend at the bar. She even walked me to my room since in a special tower than my friends room and gave me an entire history breakdown of the hotel! The hotel itself is so beautiful in an old historic diamond factory there is so many random nooks and cranny with lots of beautiful archetecture but also the rooms are modernized and super nice!

Breakfast was decent not the best spread but enough to keep you full some items could be a little bit more fresh but overall not bad.

Service at the bar from both ladies were always wonderful with a nice smile. I don’t get why there are reviews about rude service everyone was super nice and warm and professional!

Whenever I ask for something to be delivered to the room it’s always delivered quickly like when I asked for fresh ginger, lemon slices and honey with a tea pot it was delivered quickly and was free didn’t even get charged or anything. The room has everything you need and more and was super spacious! With luxury bathrobes and towels and toiletries.

All the contraction outside is mostly complete except this one street that was a block away from the hotel but you do need to walk past it to get to the city center but super small extra 2mins detour if that!

Overall I love my stay here the bed and pillows are sooo comfortable and soft and the sheets are heavenly. Don’t believe the other review out there! Def some stay here if you are ever in Antwerp! Only thing that could make it better would be a spa with sauna and...