Although I am negatively reviewing this hotel, I would like say that most staff are excellent and the Riad is beautiful. However, during our stay, we had money stolen from our safe and poor treatment from management.
We had brought euros solely to pay for our hotel room, as advised by the bookings manager. This money never left our safe and we knew exactly how much we had. When we discovered it had been taken from the safe, we reported the theft to the staff and asked to speak to the manager.
After being told that the manager, would be with us shortly, we were kept waiting for four hours. Hungry and thirsty, we gave up and went to buy dinner. We returned to find two women, casually dressed, who we first thought were guests. One of them then introduced herself as the manager and point blank told me that she trusted the staff not to take money and that was pretty much it. I was shocked that she didn’t ask us anything about what had happened or even ask to look at our room/safe. She had the discussion with us in front of all the staff and her friend which we found unprofessional and embarrassing (as if reporting the theft wasn’t a horrible enough experience). She also smelt like she had been drinking and had obviously been out to dinner whilst we had been waiting in the riad. The next day she claimed that she had never received our emails or phone calls!
Throughout the conversation she made us feel like it was our fault. She implied that we must have accidently spent the money/ lost it. I assured her we had searched the room completely and explained we knew exactly how much was in there and had receipts to show this. We would not make an accusation of theft without being 100% sure. I am training to be a doctor and my boyfriend is an engineer. We are honest people. However, the hotel manager made us feel like we were just trying to get a free dinner or something.
She then told us to report it to the police and we obliged. This involved us walking over an hour across Marrakesh in the night to find the police station. One member of staff came with us. He was brilliant and we would have been lost without him. We then spent the night in a Marrakesh police station being questioned and going back and forth with the police to the Riad. The police were very professional although it was an unpleasant experience. We arrived back at the hotel around 1am. The manager was nowhere to be seen throughout this.
The next morning she was standing outside our hotel door. We had just woken up after a late night at the police station and were on our way to breakfast. We ended up having a similar discussion as the night before on the staircase. Some other guests arrived at which point she said she would speak to us later. She chose to speak to us at inappropriate moments.
Overall, we felt that she lied frequently throughout the whole experience. For example, she told us the hotel only had three staff when we know it had five (including a new member of staff); she told us initially that hotels in Morocco don’t have insurance and later told us that the Riad did have insurance but it wasn’t for guests; she told us that only one member of staff could access the safes, which seems ridiculous. How could a hotel run with only one member of staff which could do that unless he was there 24/7 365 days of the year? She also told us personal details about herself and the staff (such as health conditions) which made us feel uncomfortable.
Despite the help of some staff, we could not access a declaration and therefore could not claim any money back from our travel insurance. The hotel refused to compensate us, which we felt was unreasonable. They even had the cheek to charge us interest because we had to pay for the hotel using a debit card as our euros had been stolen! In terms of goodwill at least, this should have been refunded to us.
Overall, it spoilt over half of our holiday, and ruined what should have been a relaxing, enjoyable visit.