Sapphire City Hotel in Baku

My daughter had a severe allergic reaction because the hotel food contained eggs, which were not mentioned anywhere on the menu. This lack of allergen information is unacceptable. I went through a very stressful situation, and despite trying multiple times to contact the hotel management, no one responded or offered any support. Extremely disappointed with the level of care and responsibility. I am still in the hotel.

Adding my response to the hotel reply

I would also like to clarify that I was not provided with the manager’s contact on the same evening / night, as stated. It was only the following day, after repeatedly approaching the reception, that I eventually received the contact details. I attempted to reach out but did not receive a response, and I was informed by the staff that it was the weekend and to try again after 1pm. I prefer not to cause embarrassment by sharing screenshots of the chat or call logs, but I would kindly request that the situation is represented accurately.

Regarding the menu, if the intention is that an illustration replaces allergen information, I would strongly recommend adopting recognised best practices in food and hospitality standards. Breadcrumbs do not universally contain eggs, which is precisely why allergen transparency is important. The response given seems to redirect responsibility toward the guest, whereas clear labeling and proactive communication would have prevented this situation entirely.