My wife and I visted this resort with our two children. During our stay my daughter, who was 4 years old at the time, stepped on a man hole cover next to a children’s swimming pool. The metal cover ‘gave way’ and she dropped into the man hole (approx.1.5m square). The cover then crashed back down completely covering the hole and my daughter. She was submerged in water up to her chest in complete darkness. Another hotel resident witnessed what had happened and raised the alarm. I managed to remove the cover and pull her from the hole. She was petrified, shaking uncontrollably and could not even speak for hours after this horrible experience. She suffered cuts and bruises as a result of the fall and the metal cover hitting her. Many men in overalls came to look at the hole and even more men with mobile phones and walkie talkies joined in. They deduced that the cover was not the correct size and eventually covered the hole with a larger thicker replacement. No one came to speak to us or my daughter. A fellow hotel resident who also witnessed what had happened complained to the reception staff and still no one approached us. Finally, the next morning we spoke to reception and demanded to speak to the manager and we were granted an audience. The manager (Mr Waleed El Sokkary) apologised for the lack of contact and claimed that he had been misinformed about the incident. He claimed that he had not been told that a child had dropped in the hole. He promised to investigate the matter and offered us a complimentary hamper. Also, he offered us a complimentary room for 1 week, which he confirmed in writing. My daughter was and still is severely traumatised by this terrible experience and continues to have nightmares about it. We have been trying to book our complimentary holiday since May 2012. We have been telephoning this hotel for months without any progress. We have been given excuses and have found the staff to be obstructive and unhelpful. The manager does not seem to ever be around to take calls, even when we call at pre arranged times. We are constantly being frustrated by people who claim to speak no English (when we stayed there every member of front line staff spoke English!!). To conclude, my family had a great time at the Aqua Fun Club and we were happy to return despite the incident. However, they have treated us terribly since then and behaved in a very unprofessional, dispicable and negectful manner. I am disgusted at the way they deliberatly ignored emails & telephone calls from me Broadway Travel and Hotels4u.
- Also Known As:
- Pickalbatros Aqua Fun Club Hotel
- Pickalbatros Aqua Fun Club Hotel Marrakech
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