The Hotel where we resided - The Pullman Marrakech Palmeraie Resort and Spa is not a 5 star establishment. At best, a 4 star, mostly a 3+ star rating. Reception is poor, little English is spoken. The rooms are quite small by proper 5 star standards. There are creepy crawlies in all rooms (we checked at least 4 rooms). Most had ants, others had ants and spiders. The walls could do with repainting and most were marked and grubby. The rooms required cleaning as we found hair on the bathroom floor and bed was not properly made. The shower however is excellent! Very Poor quality loo roll, you know the sort. Not 5 star at all. The buffet breakfast was good and had a nice selection and friendly attentive staff. The pool area too was clean, great staff and really nice if a little short on cushions for the loungers.
The most horrid place is the SPA. Don't touch this with a barge pole. We tried a number of treatments and they were much the same. The Hamam had the same towels on the floor over the 3 days I tried it as I had marked one of them just to check my suspicions. The staff are not properly trained and cannot speak English, well they can when things are good but suddenly lose their ability to communicate if you are to complain or ask probing questions or query the bill. They really don't care and just want you in and out asap - there was no offer of tea, coffee or water after a hot hamam or treatment and there is no pool in the SPA at all and the Jacuzzi was not working for the period of our stay. The Head of the SPA in particular is a ruthless so and so. She turned quicker than a starving piranha and I do not think she has the ability to apologise. The massages were poor and lacked any conviction as well as being rather shorter than the prescribed times stated. We felt more like cattle being milked than pampered paying guests.
The hotel is set in lovely grounds and is relaxing but its miles away from the action or anywhere interesting and requires a taxi. There is a shuttle bus, but the timings are odd the last bus leaves the hotel at 5.30pm and the last return bus is at 8.30pm which is really great if you want to have dinner in the hotel and be in bed by 10pm as there is nothing to do at the hotel in the evening. Besides why would you want to dine at the hotel at £24 per head for a buffet! When there are a myriad of places to go to for the evening. This brings me back to Taxis. Outside the hotel there is a collective of cream coloured taxis which cater for the residents. These should be banned from servicing so called 5 star Hotel guests as the Taxis are filthy, grotty, really old, battered wrecks. The Hotel should set standards for the taxis outside its premises as it's a monopoly on trade being located in the sticks. We got into one such wreck an ancient 1970's W116-S-series Mercedes which should have been recycled twice over by now. It had 1 working rear door, was filthy, had bits missing and falling apart, no aircon, inoperative windows and a driver with whom sign language was needed or as in our case and I'm sure most others - pointing to places on a map !
This was not a 5 star Hotel.
ask for an upgrade at reception - you should get one for free.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 28, 2013
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Thank you for your comment and for the positive aspects you mentioned in your review. Concerning the other part of your comment, please know that we value and respect your point of view; however I would like to explain myself about some points.
My staff do speak and understand English and really try to progress (as you may know in Morocco we speak French and Arabic). Now if there was any misunderstanding between you and them I would be interested to know, please do contact me directly : H3000-QM@accor.com
Regarding the ants, the hotel is treated regularly for insects and we do not often have infestation of any kind, however you do know we are located in the Palmeraie, and you may encounter, maybe not in your room but in the garden, ants and spiders… but in 4 of the rooms you checked that is very strange and I will make sure each and every room is inspected.
Head of the spa turned quicker than a starving piranha? I do not understand; first your criticism about one of our staff members with non-civilized words I repeat (starving piranha), second it is her job to make sure the treatments are paid, and to conclude you have marked one of the towels on the floor just to make sure wether they are being changed? I am not commenting about that, but be sure it has been adressed to the concerned team.
Concerning the taxi stand, as in many other places in the world, we have to work with the local taxi organization which is supervised by the official Tourism Board. We do not have the power to set standards for any transportation that doesn’t belong to us.
Once again, I am sorry that your overall experience was not as pleasant as it should have been here at the Pullman. Be sure that we take our guests comments very seriously and respect your point of view. We will look further into the points listed to make sure no guest is similarly inconvenienced in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.