We booked a 4 night stay at Tigmiza recently and we were pleased in general. The majority of my review will be negative but Tigmiza can improve in all of the areas below and very easily at that. Hence, the 'Very Good' rating.
Check-in was nice as we were warmly greeted on arrival and served with tea and snacks. However, when asked about tours and places to visit the reception person was unhelpful. We had many questions to ask but did not get the answers we expected but this was mainly due to the language barrier. The staff always try to help but seem inexperienced. We did not allow this to deter us from taking in the spectacular surroundings. The whole place is amazing! There is some maintenance required here an there but nothing major.
We stayed in Villa 2 and it was almost perfect. I say almost, as the 'private' pool area was not as private as we expected. The perimeter of the pool/garden area was only covered by some foliage and plant screens. On the day we arrived, I had to ask for more coverage/privacy and so they got a couple more plant screens, which helped but still not the 'privacy' we expected. We didn't allow this to spoil our holiday and so we made the most of our Villa. We spent the majority of our trip in our Pool Villa as planned.
The surroundings of our Villa were also not as expected due to work being carried out on neighbouring Villas and workers walking around the pool area every so often, so our relaxing time was occasionally disturbed. We did not complain about this as it may have caused a bad atmosphere between us and the staff and we did just wanted a nice holiday. I'm hoping Tigmiza will learn from all of the reviews on Tripadvisor.
Unfortunately trying to explain something would become frustrating, such as when we wanted room service or housekeeping. We made every effort to speak some French, but this only helped on a couple of occasions. The lack of telephone manner became apparent also when staff struggled to understand English, a simple hello or similar greeting was inexistent for a couple of staff. What we did not understand was why staff who did not speak English well, did not just pass the phone to someone who spoke better English? Trying to explain that we would like an iron and ironing board was not a simple request.
On the last day we had read in the room directory that there was a daily complimentary tea-time gourmet break but we were not informed of this. We would have loved to have known about this. I was then curious to find out if we had missed out on anything else and so I checked other reviews on Tripadvisor and the Tigmiza website. We found a deal regarding complimentary spa treatment when booking 3 nights at Tigmiza. Having had a massage prior to this knowledge, I would not have booked the massage as we would have had other complimentary spa treatment. Why spend money unnecessarily? Anyway, I mentioned this deal on the check-out the following morning and I was told that the offer is only provided if booking online and not via an agency. We were unhappy with this reason, considering this info was not mentioned online (althought it may be now) or why considering we have spent so much money, we did not receive anything complimentary other than the usual shampoo etc. Tigmiza should really take note, as some rivals offer more. Even a bottle of water a day would have been nice.
I really hope Tigmiza take note of my review as well as other reviews. They have the potential to be great!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 26, 2013
Dear Mr Puri,
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First of all, thank you for having chosen Tigmiza Suites & Pavillons for your recent stay in Marrakech.
Pursuant to your review, we have fully investigated each of your comments and all the relevant departments have been informed. We will of course ensure that such matters are resolved so that they would not cause annoyance to our future guests
We will be delighted to welcome you back and show you how we improved since your last visit.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.