I've been debating for a few months about writing this review because we did like the resort: we had a lovely suite, the food was good, the spa was heavenly, and it was a lovely setting, BUT the service in general was just not up to scratch. Each of the things that went wrong was a small annoyance, but not one aspect of our stay, from check-in to departure, went smoothly, which marred the trip.
There were lots of very friendly staff and a few who really seemed to get it, but there was a general lack of coordination and staff empowerment. For example, it is all great to have a guy in a suit greet you when you arrive but we really wanted one of those hot/cool towels (I don't know which it was as we never got one) to wipe the travel dust off and one of those cool drinks we saw being carried on a tray (while we were waiting and without having to hunt down someone to ask). I'm not going to list everything, but there were two instances that were particularly disappointing:
It made our blood boil that the pool staff reserved the best spots by the family pool for VIPs. Definitely not cool. There were at least 10 loungers at the pool edge empty and we refused to be relegated to a spot farther away. It was definitely not the case that someone had taken a brief absence as one of the sets of chairs was still empty when we left and we got to see how a target family was treated when they arrived.
We were also unhappy with the guide that the hotel arranged, again perfectly nice but lacking in cultural awareness - we were put off by comments like "Berbers are tall and handsome like me, Arabs are short and fat with big noses," and jokes about polygamy and enjoying shocking European women by telling them that the flag pole on the minaret tower is used to hang disobedient wives. I'm sure someone else would have found him charming, and perhaps we don't have the same sense of humour, but this experience was not up to the standard of tour guides we've booked through FS before.
Breakfast staff were particularly lovely, the spa therapist who gave me the hamman experience was fantastic, and our housekeeper was also very accommodating (once we realised no one had passed on our preferences and she and I spoke directly).
So, why did I debate writing this review? Because it was a nice place to visit, probably even more so if you have small children, and Marrakech is a great location for a short trip in the sun from Europe. But if they want to make it as good as other FS resorts they still have work to do on the service front.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you very much for taking the time to write a review of our resort. I am saddened to see that you did not experience the service levels you Four Seasons is known for. Rest assured, we will use your review to improve services and we have already done so in many areas since your stay.
Again, I would like to apologize for these inconsistencies in our service that you experienced and invite you to contact me in person at 00212 661 46 73 58 if you would like to discuss this in more detail.
Director of Sales & Marketing
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.