I am in no way a hotel snob however the hotel clearly has some issues which it needs to address, going on holiday to a 5* hotel, one has expectations of the service and facilities that are going to be provided. And whilst in no way did the faults ruin the holiday i would never return to the hotel or recommend it to anyone else which i believe should be the mark of somewhere good
Positive: Rooms are nice, facilities such as the spa and gym are very good. The pool area is okay (Yes they have 5 pools, however they are joined together and actually quite small) the hotel was very empty and you could still struggle to get a sunbed.
Negatives: There is a faded feel to the place, combined with things like horrible bright orange sunbeds gives a rather cheap feel to the place, food is very average and over priced (there are some lovely and much cheaper restaurants throughout the city, eat there)
Service: On arrival there was no one there to assist with moving our bags from the taxi, (Over the duration of the stay 70% of the time there was no one at the front door), the arrivals procedure was rather unfriendly, a lot of the time the concierge staff or reception staff were not at their desks and sometimes they struggled to understand English. When laundry was handed in it was returned and left lying on the bed as opposed to hanging up. On 2 occasions when taxis were booked through reception, they never actually got booked. All of these to me are not showstoppers however they are not what you expect from any half decent hotel. What really annoyed me was there response to our problems.
1. On the third day we noticed the room hadn't been cleaned yet (quite bizarre in any hotel) we asked why and were told we had put a do not disturb sign on the door. We said we hadn't to which we were told no you are definitely wrong.
2. My girlfriend gave a dress to housekeeping to be ironed, it came back quite badly burnt. On confronting the reception she was told that was how it was given to them. When she said it was brand new they told her she must be lying!
Accidents happen however to be told that you are lying is a disgrace.
Finally on our return to the UK i was struck down with a horrible stomach virus, the only place i ate on the last day was the hotel. Its not a definite, but my money was that i caught something at lunch at the hotel.
Summary: A 3* hotel with a couple of 5* elements, i would never go back there, we got a cheap deal so were not too annoyed however if i was paying standard prices i would have been devastated. I would also recommend staying close to the city. The Palmerie area is not some lovely oasis that it is made out to be. There are some lovely riads in the city with excellent service which is where i will be staying next time i return.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Mister John,
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First of all, I would like to thank you for taking few minutes to comment your experience.
Unfortunately, it seems you did not enjoy it and we feel very sorry as this is not the image we want to give from our property.
Be sure our main concern is to provide our guests with the best service and an unforgettable stay.
I personally listed what went wrong with the service concerned. Measures have been taken to remedy those failures.
I sincerely hope you will give us a second chance and wait for the pleasure to welcome you once again at the Palmeraie golf Palace.
Omar Fassi Fihri
Rooms Division Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.