We spent half term at this hotel and it was probably the worst holiday of our lives. Below is an extract from the letter we have written to the CEO of Pickalbatros. Before diving into that, there were a couple of positives: the spa staff are very good as is the animation team led by Ismail.
Stay at this hotel and you take your life in your hands. A week later I am still in agony and on strong pain killers after a serious fall on an uneven smooth slippery flagstone beside one of the flume pools. Who lays smooth flagstones beside pools? People were sliding everywhere; my partner's son also fell but was lucky not to sustain an injury. I thought I was being careful but still didn't avoid a fall.
Here are the complaints we had during our week at Aqua "Fun" Club:
There were ants in the bathroom throughout our stay; despite bringing the situation to the attention of the reception staff on the first morning nothing was done about it.
One of our rooms had no hot water for two days.
On one day there was no running water in the entire complex for around five hours.
The shower curtain and rail in one room fell down and nothing was done to repair or replace it.
There was no information folder in the room to advise guests about spa facilities, animation / activities, restaurant availability, shuttle buses, TV, phones, etc. We were only able to find out information by repeatedly asking at reception.
We were unable to access the room safe on arrival. It took three attempts with unhelpful reception staff to get the safe opened so that we could use it. This wasted valuable vacation time.
There was only one shuttle bus to the city centre each day. On the day we arranged to take the bus it was overbooked and there were a number of very dissatisfied guests who could not get on the bus.
On one occasion we asked reception to arrange a taxi into the city centre. We were told it would cost 100 Dirham, which we accepted. Two minutes later we were told it would cost 300 Dirham, which we refused. We made alternative arrangements and made the journey for 100 Dirham. We suspect there may be some financial irregularities occurring at the reception desk.
Our bed sheet was too small and could not be tucked in at the edges, resulting in a very uncomfortable night’s sleep.
The public areas are very unsafe. There were people slipping and falling around the pool and slide areas. Two of our party had nasty falls, one of who had to attend an accident and emergency centre on return to the UK and is still recovering from severe soft tissue injuries to his back.
The towels in the rooms were grey, torn, and ragged, and smelled of bleach.
The rooms were not cleaned properly and as mentioned above, ants pervaded the bathroom on a daily basis.
The pool tables in Chaplins Bar are in a state of disrepair. The baize is rucked and the cushions have no rebound. The pool cues are warped and have no tips. There is only one triangle between two tables.
The wi-fi has poor signal, even in the reception area, and is unreliable.
The snack bar is inaccessible and there was no choice of food. We had four meals served on one plate as there were no more plates available.
The water in the shower is a health and safety risk as it fluctuates wildly from freezing cold to scalding hot. This is very dangerous.
The booking information indicated availability of satellite TV, but there were no specific English entertainment or news channels.
It was not possible to call reception from the phone in the room…. There was never a reply. We were also unable to use the phone for room to room calls.
There was a constantly barking dog close to the block where we were staying.
The toaster in the dining area is a health and safety issue as it is very easy to sustain a burn when using it.
There are no locks on the toilet doors in communal areas.
On leaving the hotel on our last day we were asked to pay 200 Dirham to obtain a receipt that had to be shown to the gatekeeper on leaving the site. We absolutely refused to pay this charge as it was not explained to us on arrival that this charge would apply, and the receptionist was unable to provide an adequate explanation as to why the charge was being made. The young lady who presented herself as “Manager of front of house” became very rude and laughed when we refused to pay.
All in all a very very bad experience. If you book a holiday package there is no "room tax" or "escape money" to pay when you leave. We suspect this money may not find its way into the hotel's books, but clearly can't prove it....
I guess its all about personal standards and expectations, and what you are prepared to put up with. Even those who didn't sustain injuries were glad to get home from what felt more like a trial than a vacation.
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- Also Known As:
- Pickalbatros Aqua Fun Club Hotel Marrakech