It is a splendid hotel structure but too many matters should definitely be improved. The food in both restaurants is below average and the service for nothing coordinated. Even the whole staff is extremely friendly it's looks like a competent manager is missing. It can even take an hour before you receive your dish, you see the waiters running the way from the kitchen to the restaurant terrace fife times with empty hands and finally after 20 minutes they bring your drinks. If you wish a glass of wine, forget it, you have to take a small bottle. The menu had no variation since five months when I came here the first time. The self service restaurant is also a big mess, continuously half of the plates of the buffet are empty, constantly you have to wait because plates or glasses have finished. In August on the breakfast buffet you had an invasion of flies and bees, I stopped taking bread or croissants, it was too disgusting, often you saw the flies even swimming in the honey. I generally had breakfast at 8am, the two cooks for pancakes and egg variations came 30 to 40 minutes later or maybe whenever they wish to come as they have, like all of the staff, no supervision.
In the evening you have NO place where to sit outside to have a drink after dinner, this is indeed unbelievable, you have the tables of the self service restaurant and a nice area behind the pool, unfortunately it's used for the second restaurant. That's it, so you notice that at 10 pm people have disappeared in their rooms as no alternatives are offered.
In the room you find a price list for beverages, unfortunately you will find none of the listed items in your room. Two times I needed the room service, the first time the cover I asked for after two hours still didn't arrive, I went to the reception to take it by my own, the second time I went to the reception for a laundry list after waiting 40 minutes. Half of the time the Internet speed was around 0,02 Mbps in download, so unusable. The whole day you have loud music at the swimming pool, I rather would prefer to have quietness or listen to the music on my smartphone.
All could EASILY change just with one person, an efficient and professional manager. As long this doesn't happen and the staff has no supervision and someone who is able to guide them in their job, customer satisfaction can't be obtained.
In the reception you find a nice sign of Tripadvisor Winner 2013, probably thinks in the past were better.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you very much for taking the time and write a review about your most recent stay with us.
I am very sorry to read about your disappointments and your most detailed observations. We are always thankful for constructive feedback as we learn from it in a quest to become better, and would appreciate the opportunity to discuss some of your comments further.
We do apologize also for our miss-communication regarding some of our services as we actually did not offer Room Service during your stay, our Restaurants Team unfortunately did not reach the level of service expected when you have asked for Room Service as they’ve tried to offer this service as an exception even though no training was given in advance. As for the beverage list in the room, it is an informative one should you need to have beverages delivered to you as written on it, it is a managerial decision to not have everything in the fridge prior to arrival. Our entire bakery selection is now being ordered from a famous Bakery franchise in order to maintain a consistency
I hope you will offer us a chance to gain back your confidence in our staff, service and product. Please contact me at firstname.lastname@example.org at your earliest convenience and we are looking forward to welcoming you back soon.
Jaafar El Mekkaoui
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.