We reserved one week but after 2 nights we left as our stay got worse and worse...
On the positive side, the hotel is well decorated and, though modern, built in a beautiful style.
The positive comments unfortunately finish there...
THE HORSES are stunning but you can't ride them - or the ponies -despite my saying that was the main reason for staying in the hotel when I reserved!
THE MAIN POOL lovely and huge but very cold in April so we had to use the spa outside pool which was at a decent temperature but you are literally made to feel
unwelcome by the spa ladies if you don't use the spa - though the website
never mentioned it was separate to the hotel... the ladies literally refuse to give you towels saying you should bring your own from the cold pool (we waited one hour to have towels - and caught a cold waiting)
THE SERVICE - full stars for the luggage chaps, and the bedroom was very clean. Otherwise the service is appaling - there is no ipod docking station as mentioned on the website, so we asked (several times) for a iphone charger - we got one 12 hours after my iphone battery died... We had put a do not disturb sign on the door and wend to sleep at 10pm when the room service chap knocked then rang the phone to make us sign the bill for our dinner in the bedroom (food was correct) - waking us up! We had the pleasure of people coming into our bedroom during our bath too (it was beginning to remind us of Fawlty Towers). The receptionist raja must take full blame for not explaining or organising the horseriding (far away) and also for conning us into a taxi pickup from the airport at 60 Euros (normally 20 E) - quite shocking especially since he was 15 minutes late.The client relations lady was useless when I complained about the bedrooms not being as described when I reserved (see below) and said she would see what she could do but never got back to me - very unreactive - and of course the manager acted as if he didn't know anything when we left
THE BEDROOMS -on the upside, lovely decoration -BUT we reserved a Delux Atlas and a Jr Suite Atlas (130E more expensive but really not worth it as it was identical to the Delux Atlas except in coulour and a sofa tucked into a corner we didn't see the difference and their measurements must include the bathroom and terrace because we certainly didn't find them as spacious as described). The big disappointment came from the word "Atlas" in the description - in theory you see the Atlas mountains as opposed to the bedrooms on the ground floor, so again you pay more BUT no one says that the weather is too hazy for 300 days of the year for you to see the Atlas montains at all (we certainly didn't). What you do see is a road beyond the hotel walls with lorries driving to and fro as well as the loud motorbikes -see photo attached - quite disappointing as a view really. If you do go, get the Delux bedroom on the ground floor as you shall be less disappointed and have just as big a bedroom as a Jr Suite plus you don't see the road from the ground level.
FAR AWAY from the medina and the Palmeraie - far from anything in fact so book a car! Check out a map before going...
We checked out early (having booked via booking.com they didn't kick up a fuss - at least that) and went to 2 other fantastic hotels - rooms double the size for half the price and even yet more sublime settings (see my other reviews). Certainly not returning
Delux bedroom on the ground floor - at least it won't have a view of the road
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 7, 2013
Dear Mrs M.G.
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Thank you for taking the time to submit a review on TripAdvisor following you recent stay with us.
While we are obviously disappointed with your comments regarding some aspects of our service, we genuinely value your feedback as a hotelier since it gives us the opportunity to follow up on your experience and to ensure our service is up to our usual standards.
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 call you to discuss some other issues you reported in greater detail.
In the meantime, please allow us to explain that our Purebred Arabian horses are not for riding. Our Reservation Department has sent you a list of activities including all horseback riding possibilities in the neighborhoods and were expecting your decision. However, we should have followed up with you to make appropriate arrangements before your arrival.
As far as our airport transfer service is concerned, we are sorry we actually do not offer to organize transfers in a taxi at €20. Our private airport transfers are arranged in luxury cars with a French and English speaking driver. This service is always recommended to ensure maximum comfort to our valuable guests.
Mrs M.G., we thank you for choosing to stay at Selman Marrakech and we hope we will have a second opportunity to show you our hospitality.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.