Found a 3-night break to Marrakesh is at£189pp from Travel Interaction. Flights, upgrade to a Junior Suite, either a Complimentary dinner or city tour, plus a Hammam at the hotel spa (per person) and Moroccan tea and pastries on arrival.
Sounds greah huh. External impressions and the reception area are quite pleasant - except there's a sign - translated in 3 languages with photos(!) forbidding any food or drink being brought into the hotel. I have never, ever, had a hotel forbidding guests from bringing not even water. That spoilt things for us because we felt we had to rush to finish drinks or ice-creams we'd bought en route back to keep cool along our way.
Check in was quick - we arrived after midnight after a 4-hour flight delay. We hadn't remembered about the tea/pastries welcome until the next day the receptionist told us because we had arrived so late it wasn't done so he would arrange for to have it then - we didn't get the pastries, but that was good of him to point out.
We had emailed to let them know of our late arrival based on the experiences of other travellers, but one email kept bouncing back - this one worked though firstname.lastname@example.org.
On checking into the Junior suite - it was definitely better than a double; one of which we saw and it looked a little on the small side. It had double aspect windows, 'pool views' - unfortunately the pool area is surrounded by high wall so those were our views. The suite was very spacious and a real bonus having a sitting/dining area plus a bedroom, however it is tired and slipping in maintenance.
The safe was broken (replaced on request);
Some of the curtains were hanging off the rail (ignored when pointed out);
As well as the notice sign at the entrance of the hotel forbidding any food or drink - there is no complimentary tea/coffee provided with the coffee filter machine - again, even 3* hotels have these, so basically, to make use of the coffee machine is all extra cost - you have to buy the coffee from them.
Having a kitchenette is a good first impression, but not even a spoon is provided - can't see the point in providing a microwave and hob, but it isn't reasonable to expect people to buy utensils and cookware to make use of them.
there were no robes/slippers in our Suite;
the bath taps were loose;
the shower head badly positioned causing flooding - you need to position a towel at the end of the bath or risk mopping up.
There was a price list for the mini bar, but it was empty.
Air conditioning was very good and worked fine
The 'Hamman' as part of the deal was only ACCESS to the Hamman - it was not made clear that what everyone expects, i.e. the steam, the lathering, etc is not what is offered. She lets you into what's just really a basic sauna then after 25 mins tell you to have a shower and that's it!
There are a few other spas within easy walking distance if you turn right and right again, and I used one that I found on the next street from the back entrance of the hotel (but there's a rule that you can't enter/exit from the back). That salon was called Salon Las Vegas, found by accident by crossing over from the back of the hotel and walking to the left and around the corner.
Also, this may be our oversight, but we don't recall any information in the advert or booking that there would be a city tax payable on checkout - this should be advised more prominantly to ensure you put money aside. We still had some cash, plus they were holding a 100dirham deposit against a plug adapter, so we were OK.
As mentioned briefly, don't forget chargers/electrical items with UK plugs can't be used, so bring an adapter. There was also a bit of an ant problem in the Suite.
Everything is extra cost - if we had wanted the Hamman and not a sauna, or to use the jacuzzi, you have to pay.
The most disappointing part of the stay was the food. At breakfast, hot choices are limited - 4 items only 1 of which is changed. The continental selection is much more extensive but most things are not covered and when you arrive to see either flies or ants feasting before you, it is enough to put you off, so we never had any of the cheeses, and tried to only have pastries if just put out (trying to ignore whether they were uncovered in the kitchen). The cerals and sliced bread were value brands. Mint tea was available every day which was nice - as was the live musician who played but only on the first morning.
Towards the end of service you may see the staff dipping utensils in a plastic bucket and wiping clean. I ran hot water from the urn over utensils before we used them. The waiting staff were very friendly and welcoming each day, but the first morning, having taken a cold, boiled egg and thinking it might be nice to warm it up in the microwave when we got back to the room, it seems one of them reported back to the manager who quite sternly pointed to it, waved his finger in my face and said something in french making it quite clear this was also against their many rules.
Frankly, their rules plus the poor hygiene with food displayed made us decide not to spend money on any food in the hotel.
Unfortuntately, on asking when we could book the tour and the meal we were told it was one or the other. We showed them the email from the Agent confirming both options were part of our package, but for 3 days, between the local agent and the hotel, we got the run around being told it was fine, but each time we asked it was not. Once having been told by the agent it was now all OK, a few minutes later in front of us the receptionist spoke in arabic to him then came off the line to say it wasn't confirmed. At that point we felt we didn't want this to drag our holiday down so decided not to keep asking and we never did get was was promised.
For a hotel that has so many rules it was surprising there were no rules around using the pool, so we were awoken by a family horsing around and racing each other just before 7am or people using it very late into the evening. Using the pool, one in my group got a cut on the tiled steps. Reporting this to reception we were given a piece of gauze (not even a proper plaster) and it wasn't written down. Only after did I see a discarded plaster by the small plunge pool so evidently we may not have not been the only ones to have a casulty.
The roof terrace could be a lovely space, but only one umbrella is usable, all the other umbrellas are broken and could only be used to make a makeshift shelter - it's far too hot to stay there for more than a few minutes without shelter, then what drove us back downstairs was a foul smell from the vents. Every flowerpot has dead or dying plants - there is a bar area with a sink andthey were so sad looking that I used one of the empty plastic bottles thrown behind it to catch water to water them.
This isn't a hotel for small children as there is a pool table, but no special menu, facilities or activities for them. Of the 2 PCs in the 'business centre' only one was fully functional with a keyboard and mouse. The bar area is quiet and fairly dark with all the curtains pulled - we asked about the evening entertainment, but the barman said there's no music.
It is located at least a 15 minute walk from the Medina, but if you brave the walk in the heat, there is a park en route that is a welcome refuge with shading, WCs and water fountains.
It may just be our peception but french guests seem to get a bit better treatment. I've looked on the review website that is advertised at their reception and so many of their reviews mention being upgraded without asking. Also, if you find your way to their French language site there are special offers on display, but none on offer on the English language site.
We found it helpful that we were at least allowed to leave our bags on check out at midday - apparently they were full and we couldn't have a late check out, but we were allowed to used the shower & towels in the spa.
Ultimately, it sounds great on paper, but we either didn't receive or couldn't make use of everything mentioned in the offer, nor did we receive the additional extra promised, so felt mislead by the tour guide and/or hotel along the way. Plus there were far too many rules and regulations - not about cleaning and food hygiene where it would improve their offering, but too many rules preventing us from doing things; for us to properly enjoy our stay and not finding it a 4* experience all around.
- Official Description (provided by the hotel):
- The dellarosa is located in the heart of the city, close to the shopping area and only five minutes walk from the ancient walls, the famous main square Jemma El Fna and the bustling souks. Blending the renowned Moroccan hospitality with international design and comfort,this luxury hotel is a haven in the city centre, the perfect residence to fully enjoy the Red City assets. ... more less
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- Also Known As:
- Dellarosa Hotel Suites & Spa Hotel Marrakech
- Dellarosa Hotel Suites And Spa