We stayed at this hotel for one week from the 26th of June until the 3rd of July. I really need to share my experience as this hotel does not deserve more than 2 stars and if you are looking for a relaxing holiday- this is not a place for you:
Let me start with the details :
- we waited for more than 90 minutes at the airport for other passengers who never arrived before getting transferred to the hotel.
- once at the hotel, I kindly asked for a glass of water and the lady at the reception told me that if I wanted water, I needed to go to the bar and purchase a glass... what a welcome.
- we were allocated a terrible room with view on the street- smelt disgusting so I asked the receptionist for another room considering the hotel was almost empty. She told me we would need to pay extra for a room with a pool view- she ended up giving it to us after much negotiation. Please note the room was as bad (carpet, weird smell, very old furniture), it's just the view that was different. So far though... all okay.
- there are cats around the pool (around 7 when we arrived). This is not okay but what's even more unacceptable is that they come into the dining room at night. They apparently did try to take them away unsuccessfully.
- Every morning starting 7 am, there's so much noise coming from the corridors. People slamming doors, staff arguing.
- On the Sunday night, a couple was arguing for hours in the room next door and at some point they started being violent towards each other which is when my sister called up security. After 20 minutes of arguing and noise, they separated the couple. No apology was given to us who had to bear all the verbal and physical violence for hours.
- the last day was the most interesting : as we were packing and checking under the bed we had not forgotten anything, we found cold cigarettes under the bed at which point I completely lost my patience. I went to the reception with the pictures (which you can find attached to this review) and asked to speak to Mister Raik Bouhmouch who is the Hotel director as nobody was taking us seriously. He was only coming back the next day at 9 am and we were leaving at 5 am for our flight home which made it impossible for us to speak to anybody. I then spoke to the restaurant staff who said -and I quote - 'We can't let the manager know about this, we need to sort this out amongst ourselves'. Then everybody started speaking in Arabic. The F&B manager came to speak to us and looked shocked when we showed him the pictures. He then tried to explain the situation and offered us a tea as a compensation (!). I asked for Mister Bouhmouch's details and I was then told there was no point in contacting him as he is on holiday until the 1st of August and that he doesn't check his emails- big lie obviously since he is responding to the reviews on Trip Advisor.
The drama continues ... as I went to pay my bill (only drinks since we paid for everything else upfront) I asked the F&B manager for a commercial gesture (the bill was around £50) at which point he started shouting at us saying that we were the ones who put the cold cigarettes under the bed- the fact that somebody could even think of doing this purposely is beyond my understanding. We were shouted at in front of everybody, insulted and all the staff started speaking in Arabic so we could obviously not understand what they were saying. As we went back into our room, the mess under the bed was cleaned even though I specifically asked not to remove it as I wanted to show it to the director and/or the duty manager (who coincidentally turned out to be sick that night as well!). We obviously did not sleep at all and the next morning, cherry on the cake, as we check out, the guys at reception tell me 'Oh you're the people who were creating drama last night'. My sister literally cried in the arms of the Thomas Cook person who came to pick us up.
Please note that we gave all our pain-killers to those same people when they started Ramadan- which to be fair is something staff should never asked clients for, but we are nice people and kindly gave our medicines to them.
I must say I have stayed in many hotels thanks to my job. I have been in the best hotels in the world but I have also stayed in some very humble places. However never have I been treated this way. A few members of staff are so arrogant, rude and lack simple manners. It's a pity because that takes the shine away from some of the staff who are great!
These holidays were so stressful and we never want to talk about them. I am of course following this up with the company that sold us the trip.
- Official Description (provided by the hotel):
- An historical institution which opened its door in 1966. Fully renovated in 2005, this 5 star hotel mixes a unique nostalgic style with the latest hi-tech amenities. Top-level services are overseen by a “golden keys” Chief Concierge. Full access to all resort activities: Bars and Restaurants, Spas, Morrocan Diner-Show, Casino de Marrakech, Night Clubbing.Located in the heart of Marrakech, in the “Hivernage” residential area, and surrounded by 20 acres of beautiful gardens. ... more less
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- Also Known As:
- Es Saadi Marrakech
- Hotel Es Saadi