We got a good deal on the hotel rate as its low season and the hotel was only half full. After having read the number of "Excellent" reviews we were happy that come what may this should be a good value experience.
Really nice hotel which is probably a great trendy place to hang out in high season. Skybar is cool/trandy during the night and the day. Main pool area is a lovely oasis to chill in. Rooms are smart, trendy and welcoming. Most of this is let down though (from a memories perspective) by poor service, attitude, efficiency of the staff. We concluded that it isn't the staff themselves because almost all are very firendly and nice, but the management who are nowhere to be seen and who obviously haven't given any communication or general hotel training other than 'smile and nod'. If only they could say sorry and do somehting at the time to help you'd feel so much better. Nadia is a big asset but that's probably because she speaks the best English and is a good bullsh****r to make you feel good.
The building; rooms; facilities are all as described/pictured and really are 5* and so great value for money. Room decoration, bed, bathroom, balcony all very boutique and nicely done. Sun beds by the pool were lovely as were the pools. Food at breakast, and when we ate in, was beautifully presented and reasonable prices. Skybar is a lovely facility and not expensive.
The service and communication ability of the staff were more reminiscent of a travelodge. We read about Nadia (who lived up to her reports) but she wasn't there for 2 days of our stay. Everyone else thought that smiling and nodding was sufficient to make problems go away rather than actually doing anything or making guests feel welcome and informed about the hotel and its services. The young idiot on reception (until Nadia came) took c.30 mins to check us in; then he never explained how anything operated in the hotel (eg. nothing about wifi; nothign about spa; nothing about pool towels; nothing about breakast system, etc.) We were then taken up to our room and after another 10 min wait I had to go back to reception to ask for our bags. Don't these people realsie that guests don't come here to sit in their empty room watching TV but to get changed, unpack and get to the pool or the town ! Then we realised our mini-bar didn't work at all, so I went to reception again and stressed we needed it fixed/replaced imemdiately because we had no cold water/liquid. Again young reception guy in his best b/s tone assured me they'd sort it out, so we went for a early evening drink at the skybar for an hour or so, only to find nothing had been done upon our return, so I had to go back to reception again and complain etc. Finally got a working mini-bar half an hour later.
We went to lock the patio door was we left for the evening to find this broken. It got fixed while were out eating, but broke again the first time we used it the next day ! Had to leave the room unlocked after that because couldn't be bothered dealing with reception guy again
Went to breakfast the next day which is on a lovely veranda outside. There's no buffet and no menu and no explanation when you check in as to how it works (you see where I'm going!), so we ask the smily waiter how it works only to be asked "what would you like". "Well what is there?" After 5 mins of this I went to the young recepetion guy to be told this is the system here. After 5 mins of trying to understand what the hell he was talking about (he spoke good english as well) we finally ascertain that everyone is entitled to a full breakast of juice, coffee, croissants, bread & jam, natural yoghurt, omlette, pancakes and you just tell them what you don't want. Why didn't he or the waiter just say that !!! In fact breakfast was delicious and service was very good.
We had a very good value massage in the high quality spa. However, there's no explanation as to the process, timing, house rules (what you wear), etc. You're just dragegd silently from reception to seating area to massage room like a piece of meat and then left in your room when they're done not knowing what to do etc. Some communication would make such a difference. Also just a glass of cold water afterwards is a tiny touch but really makes a difference.
By the way with all these things we asked questions like these politely and patiently and never got cross, but in return we never got a sorry or a let me sort this out for you right now. We just got a smily face and a we'll sort it out (when i can be bothered to find somebody because I'm not doing it !).
Anyway, i could list more of these events that really annoyed us at the time. The point is the staff are clearly not properly trained and don't get that most westerners (especially Brits) don't actually like complaining, so when we do ask something we expect to get a sympatheic ear and a sorry when something is clearly broken/wrong and somebody to sort it out for you asap. Telling me the fridge will be fixed in a few hours doesn't quench my immediate thirst. OK, you can't fix it right now, well offer me a bottle of water on the house while i wait.
Also, as you never saw a manager, who do you go to to actually complain.
Don't let this all put you off though. We had a great stay, thoroughly enjoyed the hotel; found some great restaurants, etc. We also probably had more issues with a hotel room than we've ever had. Also our room wasn't expensive so we could live with it. But as a couple in their early 40's with two kids to deal with at home we don't go away to deal with staff who've got no clue !!
- Official Description (provided by the hotel):
- A quelques minutes des golfs, du centre-ville et de l'aéroport, le César est aussi tout proche du Grand Prix, du Palais des Congrès et du plus grand centre commercial de la région. Dîner en ville, prendre une coupe au Champagne Bar, nager dans l'une de ses 3 piscines (sur le roof top, dans le patio ou sous le ciel étoilé du Spa), danser sur son dance floor ou dormir dans l'une de ses 28 suites : le César est la nouvelle adresse trendy de Marrakech. ... more less
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