Had booked a stay here for a few nights but after one night we found out it wasnt all it was meant to be.!! It all looks like 'Homes and Gardens but the service is rubbish. im surprised by the reviews, as now i have been would never reccommend it!
Firstly they mention on internet they have a "complimentary shuttle". Not the case!! To me, that means a complimentary ride into town at designated time. When we asked about this they said, no they dont, BUT IF they are going to the bank, or into town you can catch a lift. Not very professional or truthful. So its 30-35 euros each way to get anywhere, even 10 mins down the road to Bo Zin restaurant.
I had asked on arriving for the next days, some sugar free yoghurt for my diabetic mother ( as moroccan breakfast is all very sweet , many things she cant eat) they agreed but the next morning the girl said Sayeed had FORGOTTEN to go and get it!! Not professional. There seemed to be only one girl serving the food, and it was all haphazard. we would get the tea, and wait ages for milk, then get some bread and wait ages for butter, jam. etc. in the end , my mother ended up going and knocking on the kitchen door!
When we sat by the pool that day, no one came to offer us a drink, we had to get up and go and find someone. They did bring it when we found them , but again, this is not good. There excuse was that they dont like to disturb the guests!!
That night we went out for dinner, most the staff had left at about 5/6 oclock, there was someone making dinner for another couple of guests, (only 3 rooms were occupied when we were there )but as we were leaving the riad, the guy told us that after 10pm NO ONE was there to let us in, and so he gave us the front door key and told us to let ourselves in!! This is definately not offering any sort of service, and once again, on the internet they say there is someone on front desk 24 hrs!! My mpther did not feel happy with this arrangement. ( when I told my travel agent she was shocked!)This is a small hotel, where were the staff??? If i wanted to stay in a private villa and let myself in, I would have !! It was very obvious that the owners were abroad, and maybe this is how they operate.!! Having come from a 5 star riad in the Medina, who cared for its guests, gave service and help, this was a big let down!
On top of this, when we arrived back after 10pm, the other guests kept us awake with music in the lounge area after we had gone to bed!. We had to tolerate this as i wasnt gong to go down in my nightwear to confront other guests, this was for staff to deal with but they werent there.
The next morning as we were not happy with many aspects, having booked what we thought was a top notch riad offering certain criteria, we told them we were leaving. Sayeed, got the owner on the phone to me from abroad, she was very rude and clearly didnt want to hear anything bad about her riad and said i was MAKING tTHIS ALL UP and i had to pay for the entire stay !! She is clearly in denial and very rude! she told me she didnt wish to speak with me anymore and to pass the phone back to Sayeed.
He told me to just pay for one night in cash , not to worry what the owner had said and not to worry my credit card (which they had the details for to make the initial booking) WOULD NOT BE CHARGED. We thanked him, we tipped him for his assistance, and he and the owner blatantly LIED to my face, as between leaving Dar Nanka and getting to my next hotel they charged my credit card, without authorisation!! I paid in cash for full and final settlement for my one night. They are not to be trusted. I have in writing that the credit card is only used in case of a NO SHOW. I was not a no show, I left because the Riad didnt offer what was advertised.
There are so many nice places to stay in Marrakech, ive been 3 or 4 times, just dont bother going here, and defiinately don't give your credit card details, they are all about the money!!
I have stayed in some of the best hotels around the world, The Four Seasons, One & Only, Amanjena, etc etc and smaller riads too and have never ever had this sort of problem. This is the first time ive felt other fellow travellers need to know !
There must be a reason that there are only 20 odd reviews for a hotel that has been open a while!! A little suspect as they mostly seem foreign ones!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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You are free to think that our guest reviews are not true ones, but if our hotel were as bad as you wrote, how in two years would it have been possible among 30 reviews to have : 28 excellents, one good, and only one horrible! yours !!
We have never claimed to have services at level of Amanjena or The Four Seasons... but maybe didn't you notice that our rates were not on the same level as well !
Our discreet friendliness certainly does not correspond to your standard.
So we found the severity of your comment quite unfair for Dar Nanka and all the team.
Nancy & Mika
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.