My partner, son and I have recently returned from a 10 night stay at this hotel. First impressions are fantastic, the hotel presentation is superb, with a huge lobby and some stunning relax rooms. Upon check in we arrived at 10.00 am and as our room wasn't ready we had to wander the hotel for a couple of hours. The grounds are very picturesque with olive, pomegranite, lemon and lime trees on plush grass (beware of the wasps!) and views of the Atlas mountains on a clear day. It was frustrating that we couldn't have any drinks etc until 12 either and in the end I paid nearly £20 for 3 lollys and a bottle of water. The boutique shop is lovely but very over priced. We eventually got taken to our rooms which were spacious, well presented and very clean. We had air con that was fine and a great view of the pool area. TV was fine with the expected mix of channels. We booked asa family of 3 in a family room but all we had was 2 beds and 2 settee's that made up as beds. Unfortunately the hotel hadn't done this. I asked reception to bring in some bedding for my son and it took me several visits and 4 days before they eventually did so we had to make do with what we had. The reception staff were pretty unhelpful most of the time, smiling and listening without taking it in and making notes that I suspect were ignored later. The hotel staff speak Arabic, French and little English making it difficult to communicate with them. I have done dozens of all inclusive holidays and found this one to be the worst one yet. There is one bar for all inclusive guests that has a strict 2 drink policy, i asked what would happen if a single parent had 2 young children but the staff "no understand". I drink lager and the lager they provide to AI guests although nice came from little cans that were then poured into little white cups, by the time they had foamed up I barely had enough lager to fill one cup and to be honest queueing for 15 mins for half a pint of lager was tedious. There were other drinks available, wines (not great but drinkable) some local spirits and softdrinks. The one bar 2 drinks policy was a nightmare as I wanted to drinks to avoid going twice so the whole family had to get up and head over. There are 2 water fountains but these were often emptied quickly as people filled bottles up (understandible) and when they were empty it was wait at the bar and the usual 2 cup rule applied. This was more annoying than anything as sometimes 2 little cups didn't quench my thirst so I had to queue twice or more somethimes. The food that is on offer is reasonable, breakfasts offer danish pastries, cereals, fruits, mergues sausages, tomatoes, toast with jams etc, an omelette station ( usually a lengthy queue) and a pancake stand with the most miserable member of staff in the hotel. When you asked how many you wanted she would actually put her tongues down and use her hands so slam them on your plater, i never really worked out what her problem is. The lunch and dinner meals were always similar, a lamb and a vegetable tagine,french fries, a meat (lamb or beef in gravy) a fish vegetables, egg plant gratin a very good salad bar and the desserts were amazing. The food is very repetetive but was always cooked very well and is tasty. There is a stir fry station, a pasta station and a woman who makes fresh samosa's but again these are popular and queue times can be in excess of 30 minutes. Drinks at meal times are self service with waiters handing out water bottles occasionally and plenty of wine. Hot drinks come from machines that make superb hot drinks so no complaints there.
When we booked we were told that there were a la carte restaurants that you can dine in once per stay but this is not the case they are chargeable and a starter and a main is about £25 per person which is expensive so I never bothered with them. Also the water park is there, it is £10 per person per day which is excessive for 3 days, my lad went in with some friends he met and they were bored after a cpl of hours. Another thing I was angry about is that even though all inclusive we were not allowed to take drinks into the water park and had to buy some from the bar available which is terrible!
The hotel offers a shuttle bus which is popular but excellent just keep your wits about you in the centre as it gets pretty intense. I found it pointless going through the day most places were shut but it came to life on an evening - something everyone should see. There are fast food stands that appear and all have people trying to drag you in, we tried one and recommend No1 ( they all have numbers) their food was great. Also try the freshly squeezed orange juice, it works out at 30p per cup and is well worth it.
Finally the entertainment, the staff work tirelessly and are very approachable and friendly however it is very repetitive with aqua gym in the morning, a pool side game at 12 followed by their dance then aqua gym again in the afternoon with the occasional dance lesson at the pool side. The evening entertainment was the same guy singing from 7.30 - 9.30 and he sang the same songs every night so listen out for no woman no cry, stand by me and various songs. After this the entertainment staff do their hour and a half which again is good but gets repetitive especially by the 3rd time. Seats around the entertainment were fine but as soon as the school holidays kicked in the hotel got very busy and they were in very short supply with people wandering arounf looking for them. The same with the loungers in our first week there was plenty but the last few days there simply wasn't enough with people reserving them the night before in the end. People ended up lying on towels on the grass which wasn't too bad to be honest but watch out for the wasps, my son got stung twice. There are also 4 poster sun beds around the pool which are free and first come first served.
One last thing to mention, be careful what you book in the spa, it was bad enough that the french were getting free 20 min massages when they checked in that we weren't offered but we wanted to try a typical Moroccan hamann which we were told is shower, sauna then a scrub followed by a wash down. We paid and what we recieved was a shower for 30 seconds then about 10 seconds of quickly rubbing some brown goo on us then put in the sauna for 15 mins and that was the end of our hamann. when I asked about the scrub I was told that was extra (almost double) so be careful.
All in all out time in Marrakech was good, we enjoyed ourselves most of the time and met some lovely people. I wouldn't go back to this hotel, which is a shame because the foundations are there for a great one but unfortunately the service wasn't there.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.