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“Hotel itself is lovely but the staff need some lessons in customer service!” 2 of 5 stars
Review of Hotel Les Jardins de l'Agdal

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Hotel Les Jardins de l'Agdal
4.5 of 5 Hotel   |   Avenue Mohammed VI | Zone touristique de l'Agdal, Marrakech 40000, Morocco   |  
Hotel amenities
Ranked #253 of 461 hotels in Marrakech
Bournemouth, United Kingdom
Senior Reviewer
9 reviews 9 reviews
5 hotel reviews
Reviews in 8 cities Reviews in 8 cities
9 helpful votes 9 helpful votes
“Hotel itself is lovely but the staff need some lessons in customer service!”
2 of 5 stars Reviewed June 12, 2012

My partner and I originally booked to stay in a different hotel (Kenzi Club Agdal Medina) in Marrakech but were sent to Les Jardins on arrival due to a double booking. We stayed here for 3 nights before moving back to the Kenzi. The hotel itself is beautiful, very authentically Moroccan and we couldn't fault the level of cleanliness. The staff, on the other hand, were just awful.

It was very obvious to us that we were an inconvenience because they had to provide food and drinks on an all inclusive basis as this is what we had booked at the Kenzi (the hotel normally only includes a breakfast buffet). For some reason we have yet to work out, they set up a makeshift bar for all inclusive guests of the Kenzi, which was basically a fold-out table with a few spirits and juice cartons on it, rather than just serving us drinks from behind the normal bar. It made us feel really cheap and uncomfortable because it made us stand out from the other guests as if we didn't belong there or couldn't afford to pay for proper drinks!

On our second night, we turned up at the restaurant - my partner was wearing longish shorts and flip-flops. The man spoke only a little English and we did out best to communicate with him using our limited French vocabulary. He pointed to my partner's shoes and told him they were not allowed in the restaurant. We were quite shocked that only he had to change them because I was wearing flip-flops too - apparently the rules are different for men and women! Although it was inconvenient because our room was quite far away from the restaurant, we made the effort and went back so he could change his shoes. We returned to the same man who was then happy to let us in and he showed us to a table outside on the patio where the temperature was still very high. After being served drinks we stood up to go to the buffet when the man who had let us in and another (who spoke better English) rushed over and told us we had to leave again because it was actually shorts that are not allowed and not flip-flops. We were pretty outraged because the man had seen quite clearly that my partner was still wearing shorts and he had let us in with a smile and without saying anything. Furthermore, there were at least three other men already sat down eating who were wearing shorts too!! We would have been happy to accept the rule and that it was a misunderstanding if the 'no shorts' policy was actually enforced and if the staff were nice about it - or if there had been a sign up stating the rule. The two men who challenged us (very loudly in front of the whole restaurant) were very rude and tactless - saying it was our fault for not understanding at the beginning. It seemed pretty obvious to us that if someone points at your feet and says "you must change", they mean you must change your shoes. The whole thing was handled terribly - they should have apologised for the miscommunication rather than getting incredibly defensive about it and saying it was our fault. They clearly saw that we had made the effort the first time and perhaps the second time should have just said "there's been a misunderstanding but tomorrow please wear shorts" rather than kicking us out again. It was almost like the original man thought the policy was 'no flip-flops' and was now covering his back with his boss because he had got it wrong. The other male guests who had been wearing shorts were all French - we really think that we were being unfairly treated because we are English and also because we are young (early-mid 20s). When I pointed out a man wearing shorts, they said they would tell him to change too. We didn't stay long enough to find out if this was true - to be honest I doubt it. Because of the mix-up with the double booking, the Kenzi offered a free shuttle on demand between the hotels. We left the restaurant and went to the Kenzi straight away. From then on, we only slept at Les Jardins, spending all of our awake time either out and about or at the Kenzi (which was superior in every way).

We went on a day trip to Cascades d'Ouzoud after our 3rd night at Les Jardins for which we had to leave the hotel at 8am. On our way out to the reception I quickly popped into the breakfast buffet to grab a croissant to go and to get a bottle of water. When I asked a member of staff for a bottle of water he said I had to pay for it. He didn't know I was not sitting down for breakfast. When I told him I had paid for all inclusive he said water was not included at breakfast - even if you are sitting down! Refusing someone a bottle of water - the most basic of drinks - I have never heard anything so ridiculous!

We returned to the hotel at 7pm after a very long day trip, looking forward to a nice cold shower after being in the 37 degree heat all day. As soon as we walked through the doors of the lobby, the receptionist ran over and said we had to leave and go back to the Kenzi right away. We said we would need an hour or so to freshen up and pack our suitcases and he exclaimed "one hour?!" as if I had just told him we were planning on staying forever! He told us we had to leave right away and gave us 10 minutes to get back to our room, pack and get back to the lobby to be taken to the other hotel. Bearing in mind, our room was about a 3 minute walk each way, it was going to be pretty impossible for us to be back in 10 minutes. After we had been gone for 15 minutes, there was a knock on our room door. It was the porter who had been sent to bring us down and help with our luggage. We were almost ready anyway but were shocked that they wanted us out so quickly they sent someone to get us rather than just wait for us to come down. Despite being told at check in that we could stay at Les Jardins for all 7 nights of our holiday if we wanted to, it felt like they couldn't wait to get rid of us. The feeling was very mutual - we couldn't wait to leave!!

Despite being authentic and beautiful, the hotel had no atmosphere. It felt like we were constantly being watched as if the staff were waiting for us to do something or ask for something. There's nothing wrong with attentive staff but when they are watching you like a hawk and waiting to swoop in straight away when you want something, it is very off-putting and made us feel very uncomfortable. It's not even like they were attentive and friendly - it seemed as though they were attentive and resentful.

If you like being made to feel unwelcome and unworthy - this is the hotel for you!! But if you like friendly staff, a nice atmosphere and a huge selection of food then go to the Kenzi Club Agdal Medina. Despite double-booking us (which was very annoying!), we can't fault the Kenzi. In a strange way, we are quite glad we experienced such awful treatment by the staff at Les Jardins because it has made us appreciate and love the Kenzi so much more.

Room Tip: Book a different hotel!! (or failing that, a room with a pool view)
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  • Stayed June 2012, traveled as a couple
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    3.5 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 (15)
Date | Rating
  • Danish first
  • English first
  • French first
  • Italian first
  • Portuguese first
  • Spanish first
  • Any
English first
Beziers, France
Senior Contributor
41 reviews 41 reviews
12 hotel reviews
Reviews in 23 cities Reviews in 23 cities
55 helpful votes 55 helpful votes
5 of 5 stars Reviewed January 21, 2012

If you enjoy excellent food I can highly recommend this recently opened Hotel .Freshly squeezed orange ,carrot,tomato & beetroot juices for breakfast . Homemade argan oil,honey & almond icecream ,fresh seafoods & daily BBQ's -too many delights to mention all.
The hotel itself was also excellent though situated quite a distance from the town center ; however there is a free courtesy bus every half hour or so provided by the hotel.This hotel merits its 5 star rating .

  • Stayed January 2012, traveled with family
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed December 30, 2011 via mobile

We have just got back from a ten night stay here and all we can do is praise this hotel, it was a dream stay, everyone that works at this hotel gives 110% and more if they have to, our suite was so clean the staff work so hard here and every night our massive bed was decorated in different sheet patterns and rose petals and chocolates, the entertainment staff work very hard too and put on a very good cabaret for us all on Christmas eve, the Indigo bar pool side was very good too great food and drink the staff also work very hard here, and the bar was also very good the staff again are running around taking drinks to guest made us feel dizzy just watching! There is plenty to do if you feel the need, we went just to relax and get some sun which we got plenty even though the Moroccans thought their weather felt cold to them we came away with lovely sun tans, every one went out of their way to make us feel welcome and a few spoke good English but some French is recommended or you can cheat like we did and use a translator app on a mobile! One small thing, would have liked to have seen menus and information in English as well as French but we did manage to get most translated, but we highly recommend this hotel, it was amazing, thank you to all the staff that worked here, Stephen and I had a fantastic time, and the memories will last a life time x

  • Stayed December 2011
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Additional Information about Hotel Les Jardins de l'Agdal

Address: Avenue Mohammed VI | Zone touristique de l'Agdal, 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 High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #253 of 461 hotels in Marrakech
Price Range (Based on Average Rates): $
Hotel Class:4.5 star — Hotel Les Jardins de l'Agdal 4.5*
Official Description (provided by the hotel):
On the beautiful Avenue Mohamed VI, a few minutes from the center of Marrakech and the jemaa El Fna square, The Jardins De l’Agdal Hotel & Spa has 17 suites and 241 rooms Comfort, space, luxury and modernity are provided in each room and suite, allowing some Families to end up in complete privacy :Direct telephone, Internet, flat screen satellite TV, minibar, safe deposit box without charge, air conditioning sum up the basic equipment. The hotel has 04 restaurants, 02 bars, a SPA, 02 pools ... more   less 
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