We had a hotel planned for the 12th to the 19th of August 2013 to Marrakech booked with this hotel and pre paid. Everything seemed okay and payment was taken. We found out that are flights would leave the UK at 7pm and would make it hard for us to check in on the 12th. We used booking.com (Please be advised if there is any problems whilst on holiday - they will not help you as they describe themselves as a 'Impartial Booking Agent - Do not use them as they will not help you) after contacting booking.com and making them aware of our flight details, we were told it would not be a problem to book in on the 13th, i mean why would it? as we had already paid for the room.
Having arrived at Marrakesh and staying with friends at a separate hotel, we arrived at this hotel on the 13th to check in. Everything was ok and there was no problems we were shown our room which was in the Jasmin Pavilion Room C34. Now, people looking into a holiday in Morocoo please be advised that the hotel is a 15-20 minute taxi journey out of the centre and you will find not many taxi drivers know there whereabouts of this place. Yes, Shocking i know as this is what is rated as a '4 Star' hotel.
We decided to stay with our friends who were living a lot closer to town with easy access to transport such as a taxi stand directly outside the hotel. Once our friends had left a few days later we decided to use the facilities at the pool which is a considerable amount of time out of Marrakesh. Having got there and walking towards our room, we were approached hurriedly by the security guards who escorted us back to the reception for some reason, which we were not quite sure about. His English language skills were extremely limited and we explained him to that we had checked in and we were going to our rooms so that we could get ready and use the pool. So as he could not understand a word of what we were saying we decided to go to our room.
Having got to our room, Marked C34 and opening it we were truly staggered to find another family in our room. This is something you would probably see in the movies and to our utter disbelief there were children running and playing in the living space. So we went to the reception to address this situation and spoke to the receptionist. This woman was an utter disgrace, completely obnoxious and disrespectful, to the point as if she thought she was a figure of high importance. She spoke to us in french and arabic, which we could not understand and tried to tell us that as we were not in the room they gave our room away. This meant they were making double money out of one reservation. Having argued with her and trying to get evidence of the paperwork, which she hid and was reluctant to give. We contacted booking.com whilst in reception and tried to explain to them the situation which had just unfolded.
Whilst we were doing that, the receptionist contacted the head of house keeping (speaking in arabic) and communicated to her to clean the room and usher the family out so as to try and say there was no one in our room. At this point i broke off from reception to get video evidence and was completely unaware of what the receptionist had said to her head of housekeeping. As soon as i reached the room, the door was wide opened and the family was leaving, and the cleaners were piling into the lift and the room was spotless. Under the circumstances, i tried to get the best video evidence i could in the pressured environment that i was in.
Our security was comprimised and we did not feel safe, as had our personal possessions been there which was money, phones, wallets, passports, ipads etc expensive goods whose know what could happen.
We left the hotel and filed a complaint now the hotel refuse to give us a refund as we did not stay there once, the maximum we stayed for 7 nights was for one hour at the hotel at the reception and filing a complaint. The hotel are now claiming that there was a gas leak in the room and have shredded the documents of our room, and now are quoting us random rooms that we have stayed in. Furthermore, they are now claiming that we tried to bring escorts back late night to the hotel - which yet again is another fabrication - as there is proof of us staying at another hotel in the city.
MY WARNING: Please do not use this hotel as they are crooks in their nature and if you find yourselves in a similar situation you will not have a chance as they will lie through their teeth. Whats more is every time you book a holiday regardless where it is always use a credit card as you will have insurance.
Please be advised the staff are rude and obnoxious and are looking to make easy money, be careful if you stay here i would completely and utterly never recommend this hotel to anyone in my life. And would one day like to see this place shut down as this is a 3rd world country no one cares about what they do and they are willing to everything in their power to make money.
ALSO - never use booking.com as they the agents have been absolutely rubbish, their call centres are around the world and you can not speak to one specific person. Additionally, they will not side with you and they do not help so there is no point in fighting as we have found out.
Whats more , as a company they have even provided us a gift out of a good gesture such as a few nights in a hotel somewhere - which i believe other companies like hotels.com would.
PLEASE BE WARNED THIS HOTEL IS A NO GO!
LEARN FROM OUR MISTAKE.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.