Having just returned from a good holiday to Marrakech, Its hard to write a bad review. However, objectively the accommodation and service were the only thing that I was disappointed by.
The hotel complex is beautiful, lovely design, the Rhiad restaurant is stunning inside. The lake with turtles is gorgeous to walk around. The swimming pool is perfect for sunbathing in, as the there is a very shallow part (some tiles missing. .which hurt your feet ).
New sun loungers and cushions arrived during our stay..very comfortable. Always loads of loungers available and plenty of space around two pools or the lake.
The food at breakfast, whilst unchanging by the day is varied and of good quality. The two men making omlettes are friendly and helpful.
The evening meals either buffet or a la carte are very good. Albeit expensive.
Our suite was lovely, two bathrooms, dressing room.
Staff Attitude, starting with reception staff is appalling! Never experienced such poor service. Everything is too much trouble and their demeanour is aloof, unfriendly, arrogant and an embarrassment to the 5 star rating of the hotel.
Reception staff seemed to inconsistently offer a welcome glass of orange...we didn't receive any. They offered no introduction to the hotel, details of where and when to get breakfast. I asked for a map and for info about getting to the main square, I was never told about the free shuttle bus. I was told I could pay 200D for a taxi... even though they are 100-120 D straight outside the hotel. The staff were so abrupt and all questions were clearly an inconvenience. Reception staff are desperately in need of retraining or moving to a non customer facing role.
Staff in the restaurants look bored and miserable, no smiles or upbeat attitudes. Getting coffee each morning was a daily challenge... the same lady would walk past us with a jug of coffee every morning. Not once was it offered, without us having to ask her.
The room was infested with ants, in both bathrooms, lounge, bedroom and climbing the walls. Found ants under pillows, even in the toilet. We were horrified! Having stayed in lots of hotels in extremely hot climates, we have never experienced such a problem. When we called reception, a maid was sent with a brush to sweep up the ants!!! Obviously that did nothing! Our whole stay was blighted by this. I didn't want to spend any time in the room. I struggled to sleep as I found ants crawling across the bed...who could rest !
Worse was to come with the discovery 3 nights in a row of cockroaches in the room. I could have cried, it made my skin crawl. Reception did nothing. .its a hot climate and must have come in when we opened the patio doors! We didn't open them once during our stay! The patios were both dark and overlooked the road!
I know its a hot country and I expect to see this kind of bugs outside, but not in my suite in a 5 star hotel. The fact no ant powder or bug killer is used, shows the apathy of the staff . Speaking to other guests it seems ants are a huge problem in all ground floor rooms and some upper. Cockroaches were a problem for at least two other couples.
Ants are also inside the buffet restaurant running around the floor, very unhygienic.
Our room didn't have the sheets changed at all during our stay. Towels kept being refolded even after putting them on the floor and discarding as dirty!
Drinks by the pool are very expensive. A diet coke is about £3.50 and water tge same.
Every day the by the pool the same cd played and you could tell the time by the song that was playing. ..some variety can't be too much to ask!
The location of the hotel makes it very expensive to get around. We spent 300d per day on a return journey in the evening to the main square. There is nothing around the hotel, shops etc.
In summary the hotel is beautiful, and the experience could be amazing and 5 star. As it is, id say it couldn't be considered 5 star, more like 3 star. For the resort to reach 5 star standards, I believe the hotel management in Paris need to send in an experienced team to address the staff training issues and show local management how to deal with customers. The ambience in the hotel is sombre and soulless. I believe this is all down to the unhappiness in which staff seem to perform their jobs. There is no smiling, no upbeat attitudes and this really impacts guests. The bars are very quiet in the evening as theirs no atmosphere!
So whilst I loved the hotel itself, I wouldn't return as there are too many problems. Bugs and rude staff can easily be addressed, I just hope they make a concerted effort to improve these things as its a waste of a beautiful hotel.
I have rated the hotel 3/5 somewhat generously, could have easily justified 2/5. I would implore anyone looking for a hotel in Marrakech to think very carefully before opting for this hotel.
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