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“Short Visit” 5 of 5 stars
Review of Eden Andalou Hotel Aquapark & Spa

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Eden Andalou Hotel Aquapark & Spa
5.0 of 5 Hotel   |   Km 4 route d'Amezmiz, Marrakech 40000, Morocco   |  
Hotel amenities
Ranked #393 of 470 Hotels in Marrakech
Jersey, United Kingdom
Senior Reviewer
10 reviews 10 reviews
8 hotel reviews
Reviews in 6 cities Reviews in 6 cities
8 helpful votes 8 helpful votes
“Short Visit”
5 of 5 stars Reviewed yesterday NEW

We stayed here for 3 nights in March. Mixed review here !
The hotel is fab , food amazing , rooms great,
Two great pools , but freezing , not heated, not even by the sun !!
Spa and aqua park need urgent attention, tired old dreary.
Slides all fenced off , not even open. This is not an aqua - park at all
Twenty minuets 'drive from the airport , nothing outside this hotel only
roads ,
Fantastic views of the Atlas, glad we only stayed the 3 nights.

Room Tip: Back rooms dark cold , choose a pool view room.
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  • Stayed March 2015, traveled with family
    • 2 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Service
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2,357 reviews from our community

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (244)
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English first
London, United Kingdom
1 review
1 of 5 stars Reviewed 3 days ago NEW

This hotel and its staff were disappointing from start to finish.
Being all inclusive, you would expect an abundance of food - They frequently ran out.
There were restrictions on how much you could have to eat if you took something from the grill.
Moldy, Smelly toilets
Attitude of the staff towards 'english' (not local or French speaking guests) was awful. The discrimination towards the English was noted by several people.
3 star at best and nothing to write home about.
The day you check out, if they take your wrist band, (they didn't with everyone) then they wouldn't allow you back in to the restaurant or have a soft drink! (We saw two ladies experience this first hand!
They would run out of food, then send you away
You had to pay to eat in other restaurants
Queuing 30mins for an omelet in the morning, as they only had one guy making them!
Aqua park...it was a bloody slide in a puddle of water, not the park they promote.
I paid extra for a poolside room, they even had it in my confirmation, but still disputed it and gave us a room overlooking a field, until I complained again and again. Then we still had to stay in the other room for one night, as they had no poolside room to give us!.
Severely Abusive music played (Hard rap music with extremely inappropriate language played at the poolside.
VERY Rude entertainment team members.
You have to pay to use most of the facilities. The gym, the indoor pool.
Arguably the worst hotel we have ever stayed in.

Room Tip: Find a different hotel!
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  • Stayed April 2015, traveled with family
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Greater London, United Kingdom
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
7 helpful votes 7 helpful votes
3 of 5 stars Reviewed 6 days ago NEW via mobile

The Eden though not a bad hotel, lacked decent customer service. Was told as a vegetarian that dishes would not be prepared for me, or even labelled as suitable for veggies. Staff for the most part were pretty rude.
The restaurant was a canteen (and I'm being generous here). Dead flies EVERYWHERE!
Did like the free shuttle service and ATM the pool was also quite lovely and the rooms were great. However I was very very disappointed in the food and condition of the restaurant.
I only stay in 5* hotels and this I feel was labelled BADLY wrong. It's the low end of a 4*. Defo not a 5 on any scale.

Stayed May 2014, traveled solo
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MAZAR I, Responsable relations clients at Eden Andalou Hotel Aquapark & Spa, responded to this review, 5 days ago
Dear Guest,

Thank you very much for taking the time to write your feedback on Tripadvisor.

In spite of the efforts the team put in to create some special moments for your stay, we sincerely regret that we could not meet all your expectations.
We receive on average 400 customers per stay and we seek to please and satisfy everyone. However, we can never get to 100%.

We would like also to draw your attention to the fact that in Morocco there are 3 categories of 5*: 5* Palace (between 800 and 3000€ per night), the 5 * luxury (between 150 and 500€ per night) and the simple 5 * with a club activity which like our Resort, between 100 and 250€ in a suite for 2 persons All Inclusive.

Best regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Ollerton, United Kingdom
Senior Contributor
46 reviews 46 reviews
22 hotel reviews
Reviews in 32 cities Reviews in 32 cities
22 helpful votes 22 helpful votes
4 of 5 stars Reviewed 1 week ago NEW

The Eden Andalou is a nice hotel, on arrival a porter took our bags and booking in was quite quick but we did notice that they had no queue system even though ropes are in place, a few times over the course of the week whilst at reception we were ignored and other people were pushing past us speaking in French and got served before us, the staff were pleasant enough but they need a better system in place where by we are all treated equally.

We were taken to our room and tipped the porter we were ground floor on the mountain side, noticed straight away that it was big, clean, but our third bed was not made up and we were Missing several towels, we had to ask the maid to sort it all out for us, luckily she was in the same corridor, we had a table and 2 chairs outside the French windows but the light bulbs had blown and needed replacing, not 5*. we had noisy people next door and above unfortunate but not to much that you can do about it.

We headed for the Atlas restaurant where the all inclusive food hall is and the bar next door, noticed straight away that it was plastic cups, even for hot tea and coffee, not 5* although sometimes you did get a hot drink in a cup with a saucer, pretty hit and miss, paper napkins and tables not set properly, no condiments on tables, fancy napkins if you ate on first sitting, all self service including get your own drinks, we had no problem with the food what so ever, we thought it was great, different meats and potato choices and plenty of lovely salads and veg, soups, breads etc etc, all cooked lovely and hot and plenty of it, breakfast, lunch and dinner we thought were all lovely, my only gripe was the waiters took away your plates so quickly and several times they took away some with food that we had not finished and some that we were still eating from, it is courteous to ask if we have finished our meal before taking the plate whist eating from it, some staff were pleasant and friendly but others I think were under pressure by managers walking around all the time that they had to look like they were doing something, all the other restaurants you have to pay for extra. Tip, the restaurant never opened on time, so arrive 10 mins after the time stated.

Snack time 5pm-6pm is a very busy affair, it is in the bar and everyone piles in and piles there plates up, entitled!! however a lot of people were left standing and waiting for more to come out, same thing happens, we gave up going!!

The Aqua park is 2 small slides in a small pool, opposite the front entrance of the hotel, however they are building a huge aqua park adjacent to the hotel which opens in June 2015, they have 2 other pools, 1 is large and the other is small and both freezing!!, noticed straight away that lights were hanging off the wall inside the pool with wires exposed, path lighting was terrible as were the signage lighting, not 5*, badly needs maintenance, in my own personal opinion I felt the pools could have been cleaner, plastic bags and leaves and things in there day after day.

The entertainment team were good, got people involved but did not ask everyone, just the people that they had got to know, aqua size was on twice a day which I enjoyed other than the fact that it is done in the shallow end where all the kids are and the kids just got in the way and would not move, not there fault as you cannot stop them swimming, just needs more thought and organisation, and the two guys that take the classes do them very differently from eachother, plenty going on if you want to join in, evening entertainment we felt was a bit boring and tedious, same thing over and over but each to there own.

Sunbeds were a plenty no worries about getting one, some were broken and needed attention and all umbrellas were broken and mouldy and needed wedging open, nobody could do it and everyone had to ask for help, definitely not 5*, to get towels you first have to go to reception to get a ticket, then take ticket to man at booth by the pools, tip, do not go at the times stated because the towels were never there, sometimes not arriving until after 10am, time states 9.30, it worked by you taking the towels back and then you got the ticket back, if you don't take the towels back, on check out day if you did not have your ticket you will be charged, please also note, on one of the days whilst at lunch we had our towel pinched from the sunbed, we think possibly by the entertainment team as they were throwing people in the pool and saw them pinch someone else's on another day, but this should not be happening as we have to pay for what we don't return.

Our room was cleaned daily, fresh towel and sheets, nice touches to the beds etc, plenty of toilet paper and kept very clean, overall the hotel was kept clean and tidy and the staff work really hard.

We went in April so the weather was hit and miss, mornings were chilly until the sun came out and evenings were also chilly, take my advice and take warmer clothes and some long sleeves, so glad that we did, the bar area is inside but the sitting down area is all outside, would have been nice to sit inside sometimes but this was not an option, other than sitting in reception area.

Wifi was hit and miss, Tip, don't send the kids for drinks as they only got one and it was half full, one mouthful and it was gone, several times our drinks were only half full, and you had to ask for more.

Did not use the spa so cannot comment.

Did not use the shuttle service so cannot comment, or the kids club.

Room Tip: Top floor mountain view.
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  • Stayed April 2015, traveled with family
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Portland, Oregon
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed 1 week ago NEW

We agree this is not a 5 star hotel, but it's pretty consistently 4 star (European, not the higher level of 4 stars found in Asia). Very clean, all basic amenities, and a competent staff that really is trying hard to be hospitable. It is worth the price. The food is fine at breakfast, great at lunch, but gets tired by dinner. We jumped the full board twice for dinners, one in the very nice Moroccan restaurant on site and another down the road at La Paillotte -- a particularly nice dining experience. Our 8-year old was happy about the two water slides in operation, but devastated that we left just before the hotel's new, more extensive waterpark was scheduled to open. Best thing about the property is its location: set in a quiet verdant park with a big view of the Atlas mountains, and only a 10 minute drive or shuttle ride to the noisy souks of Marrakesh. We would happily return to this place, but maybe with half-board.

Room Tip: Unless you like the noise of kids playing in the pool and nightly singing, don't book a "po...
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  • Stayed April 2015, traveled with family
    • 5 of 5 stars Location
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MAZAR I, Responsable relations clients at Eden Andalou Hotel Aquapark & Spa, responded to this review, 5 days ago
Dear Guest,

Thank you for sharing your experience from your recent stay with us at Eden Andalou Aquapark & Spa.

We are delightful to read your great review to us. It gives us great pleasure to know that you thoroughly enjoyed staying with us highlighting the experiences and the services provided by our team. At the same time, we really do appreciate your kind comments with regards to facilities inside the hotel (aquapark ) and culinary experience that you had.

Once again thank you so much, we are looking forward to welcome you again soon so you can experience our new adjacent aquapark “Eden Aquapark” (opening 1st May 2015) which includes on an area of 17,000 m2 facilities perfectly adapted to the practice of aquatic and sports activities, plenty of water games and spectacular slides to dive, swim and splash.

Best regards,
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Geneva area, Switzerland
Contributor
19 reviews 19 reviews
11 hotel reviews
Reviews in 15 cities Reviews in 15 cities
45 helpful votes 45 helpful votes
3 of 5 stars Reviewed 1 week ago NEW

Just back from a stay at this place (Easter 2015). Hotel is big and clean, rooms are great and very clean, nothing bad to say about. If only the WIFI would be available in rooms, that would be a plus.
POSITIVE :
Food is ok, but be ready to have all your clothes smelling "oil" as soon as you enter the big dining room (you may eat outside if weather is ok, but still you have to pick up food). From time to time hard to get something as cooking staff can't fill up the buffet for some food as it's disappearing so quick (better is to go eating when they just opened).
Entertainment is "acceptable" but not the best you can dream about. Mini-club for kids is light, not much to say. And staff seem not to care about kids.
Free shuttle to downtown is highly appreciated...don't forget hotel is far from anything,..about 15 km to the city. Only bad point here, the last one being at 08:30PM.
NEGATIVE :
We have been told the swimming pool (outdoors) is heated...this is wrong. Water was just icy, despite 25 Celsius outside. Many people were complaining. They can't do anything against weather conditions, but they could at least warm up one of the basins !
There's absolutely no "rules" around the pool, no staff looking at kids, at your personal belongings or whatever. Found this unacceptable ! Our kids get sick due to the water temperature. Even if parents are supposed to be responsible....all mothers and fathers will understand me when I say there should be someone watching.
Never saw a place where you should pay 15 Euros to use a tiny small indoor swimming pool...more expensive than anywhere in Europe !
Massages are ok at the spa center, but don't expect "top service".
Other issue, the front desk staff is not well skilled. Some are, some not.
We faced a problem with the state tax which is charged not per room (as said to us) but per person. And no one told us that a kid which is 12 y.o. is considered as...an adult !

Conclusion : will not come back to this place, there's better and cheaper in Marrakech area.

Room Tip: Rooms close to the front desk (if any) may get WIFI. If your room's windows are opening on swi...
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  • Stayed April 2015, traveled with family
    • 2 of 5 stars Value
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MAZAR I, Responsable relations clients at Eden Andalou Hotel Aquapark & Spa, responded to this review, 5 days ago
Dear guest,

We would like to thank you for your visit at Eden Andalou Aquapark & Spa and for your constructive comments.

We are delighted to read your great comments about the hotel, our suites, our buffet, the shuttle bus service and the entertainment team.
We are truly sorry to read your other comments, which are not reflecting the high and exceptional standards of service we are aiming for, and we are sincerely sorry that we failed to meet your expectations for the other points that we explain:

Pools: the Majorelle pool is heated only in winter except when temperatures are around 30° C, as we chose to invest ourselves in an ISO 14001 environmental approach and thus preserve our beautiful country. The lifeguards are constantly present next to the pools and the Aquapark, their role is to ensure the safety of customers, children & adults, and they can’t prohibit them swimming.

Access to the Spa indoor heated pool is with an extra charge 150 dhs because it is a sensorial pool offering an exceptional experience, geysers, chromotherapy and aqua music.

Taxes: as explained on our website and all communications media, tourist tax is imposed per person per night by Moroccan law. It is applied to any person aged 12 years old and more.

Best regards,
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1 review
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed 1 week ago NEW via mobile

Absolutely not a 5* hotel, no idea where they ever got the 5* from.

I will sound like a moaning Brit abroad, but hear me out...

Requested a transfer from the airport to the hotel for our arrival, never heard anything back so we got into our 250Mad cab (don't even try to barter as they will drive off without you and refuse to take you)!

Arrived at the hotel, and we were given absolutely no information from the very curt receptionists about how to make the most of our holiday.

For towels, you need to get a ticket from reception and then go and collect them after leaving a deposit.

If you want to use the free shuttle service, select your time and book a day in advance, also at reception.

If you're all inc there is one bar and one restaurant. There are a couple of other restaurants on site but you're expected to pay for these.

Excursions can be booked at the hotel but miraculously the trip went up by 250Mad pp when we booked with them having checked out the prices the day before!

It would have been nice to have been told this information on arrival.

Hotel is tired and in need of a refresh. There is no table service for drinks and staff are rather curt. Having said all of the above the pool areas are nice, the food is good and plenty of selection to suit all tastes, drink is also good and there is a short list of cocktails available too.

Plus the English speaking staff at the hotel are quite fluent which makes life a little easier!

Stayed April 2015, traveled as a couple
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MAZAR I, Responsable relations clients at Eden Andalou Hotel Aquapark & Spa, responded to this review, 5 days ago
Dear Stephanie,

Thank you for staying with us and for sharing your feedback.

We were happy to read that you enjoyed the pool areas, and the large choice of meal of our buffet. We regret not having met your expectations for the other points that we explain to you and to our readers and future customers:

Our reservation team processes all transfer requests within 24 hours maximum, we don’t understand why you didn’t receive their response.

Concerning the pool towels, a deposit is required at the front desk just as a guarantee, the room’s towels are provided free of charge and are changed daily.

All the activities and excursions offered by our Information Desk are provided by recognized partners guaranteeing the best quality / price of Marrakech for our guest.

For the all inclusive formula, and as mentioned on our website, the food & beverages are served on the Atlas Restaurant (Moroccan & International buffets) and the Bougainvillier Bar. Le Fez (Moroccan restaurant), La Toque (Italian restaurant) and the Jazz Bar are not included (A la carte restaurants & bars with supplement).

Also, kindly note that in Morocco there are 3 categories of 5 *: the Palace 5* (between 800 and 3000€ per night), the Luxury 5* (between 150 and 500€) and the simple 5* with a club activity which like our Resort, in which you can book for fee between 100 and 250€ a suite of 44 to 48 m² for 2 people All Inclusive.

In the meantime, we do hope having the pleasure and a second chance for offering you an exceptional moment at the Eden Andalou Aquapark & Spa.

Best regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Eden Andalou Hotel Aquapark & Spa

Address: Km 4 route d'Amezmiz, Marrakech 40000, Morocco
Location: Morocco > Marrakech-Tensift-El Haouz Region > Marrakech
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#157 Spa Hotel in Marrakech
#175 Luxury Hotel in Marrakech
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Eden Andalou Hotel Aquapark & Spa 5*
Number of rooms: 236
Official Description (provided by the hotel):
Featuring 3 outdoor swimming pools in the Andalusian-style gardens and a 1600 m² spa is this environmentally-friendly hotel. It is 4 km away from Marrakech airport and offers views of the Atlas Mountains. A flat-screen TV, minibar and a balcony with views of the garden or mountains feature in the air-conditioned suites. Each modern suite has a separate seating area and a marble bathroom. Mediterranean, Moroccan and international cuisine are served in the 3 restaurants, 1 of which offers an Arabian-Andalusian orchestra. Enjoy a drink in the Esplanade Jazz Bar or the Piano bar and an American breakfast is prepared every morning. Eden Andalou Aquapark & SPA also has a heated indoor pool and an aqua-park with a supplement. You can purchase souvenirs from the on-site gift shop, and Wi-Fi access is available throughout the hotel. At an extra charge, additional facilities include a hairdresser, a fitness centre with coach and baby sitting service. A Kids Club offers entertainment in summer. Free transfers are provided to/from the city centre and Jamaa El Fna Square is 5 km away. ... more   less 
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Also Known As:
Eden Andalou Spa And Resort
Eden Andalou Marrakech
Eden Andalou Hotel Marrakech

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