My wife and I stayed at Palais Namaskar for three nights in May 2014 as part of our honeymoon, and it was absolutely the highlight of our trip! The property was luxurious, deluxe room was amazing, and above all the staff was outstanding and friendly!
The entire stay from the moment we arrived at the beautiful entrance, which we noticed was a part of one of the opening scenes of the new (2014) TV show, Tyrant, to the moment we left the property was full of bliss. There are plenty of other reviews that have gone into detail about the luxuries of the rooms and amenities including some blemishes like ants, but I want to focus on how the staff went above and beyond expectations.
On our last night, the restaurant was fully occupied for a private event. The front desk contacted us in our private transportation on our way back from an afternoon in the Medina to let us know about the restaurant being unavailable, to find out what our dinner plans were, and to provide options and ideas. We were really looking forward to the wonderful Moroccan menu at the on-site restaurant, but the only option was the Thai menu outside on the terrace. Room service and restaurants in the Medina were the other options. We had dinner the previous night at Dar Yacout in the Medina based on their recommendation and were blown away by it, so we felt that we could check the city off our list.
After talking with the front desk, we were able to reserve the terrace with the Moroccan menu. We then went to relax at the main pool where Laurent, the General Manager, came to talk to me. First off, he apologized for the "mess" referring to a movie set being constructed for an upcoming 2015 movie called, "Our Kind of Traitor." It was not a mess and looked very interesting, actually! Then, he chatted about the dinner options and reiterated about the restaurant being closed and apologized. He also suggested that we not take the outdoor terrace option since there would be 62 people staring at us while we stare back at them, haha. Good to know! Nevertheless, I told him that since it was our last night of our honeymoon in Morocco, we had our heart set on enjoying the onsite Moroccan food that we had on our first night. He understood and without hesitation, suggested that he and his team would come up with some romantic dinner ideas perhaps in the garden or somewhere private.
As I swam across the big pool to tell my wife about our conversation, I could see Fabian, the Restaurant Manager, approaching us. He wanted to get an idea of what kind of food, style, and type of experience we wanted. My how they work fast! He was very thorough on understanding what we like and dislike. His attention and genuine desire to make us happy was astounding! We agreed on a casual romantic atmosphere with a Moroccan dinner that the chef would create.
Several minutes before our arranged dinner time, Fabian called us to confirm if we were still up for a casual romantic dinner and sent a staff member to lead us to the location. What we saw was a shocking surprise. Fabian and a wait staff were standing by a very romantic scene. One of the lawn beds was lined with rose petals and candles with a small pile of blankets at the end of the bed along with a small in-bed table for each of us. We faced a beautiful view of the lobby as the skylight faded away. Fabian let us know that Naomi, a summer intern, would be with us all night to make sure that we have everything we need. He even remembered the champagne we had our first night and started us off with a glass. We had an excellent multi-course Moroccan dinner with a red wine from Casablanca that we loved. We are still hunting for it in the US! Naomi was very professional and exemplified the attentiveness that we saw from both Laurent and Fabian.
I travel quite frequently (about every week) and have stayed in several luxury hotels and resorts over many years. The personability and genuineness that Laurent, Fabian, and Naomi displayed was well above the curve. I could tell that Fabian in particular took pride in his job and making his guests happy. Laurent's generosity in making this last night the most memorable of our honeymoon will be with us forever.
Customer service after we left, unfortunately, left a bad taste in my mouth. I spent 3 weeks playing cat-and-mouse with the back office to get an excursion charge corrected. After many calls, emails, and even a request to speak to Laurent, which was not obliged, I had to stop being polite and demanded to get the issue resolved while I waited over the phone. To be fair, they did present the itemized list of charges prior to checking out, which I quickly scanned and actually noticed this particular charge and thought strange; however, I booked the excursion a month before arriving and could not confirm the amount until we got home.
Regardless, our exceptional experience at Palais Namaskar will stay with us forever! Our hearts go out to Laurent, Fabian, Naomi, and the rest of the staff for continued success!!!
- Official Description (provided by the hotel):
- More than a hotel, Palais Namaskar, nestled in the heart of a magnificent park of more than 5 hectares, is a real destination. Between the Atlas Mountains and the mysterious Djebilet hills, the hotel offers its guests a space and unlimited freedom for unforgettable experiences. ... more less
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