Came here with my boyfriend for a weekend. Not sure why they treated us so poorly (because we came on a discounted deal? Because we speak English?) but we were treated with contempt throughout our stay.
We arrived and were greeted with sour faces. Took ages to book in, then we were vaguely pointed towards the door to our room, no help from a bellhop or anyone to take our bags and show us the way (which is not simple). Had to ask three people for directions, then when we got there our card didn't work. I took it back and didn't receive an apology, just a new card. Once in the room we saw the two beds were two twins, asked for a new room and were given one of a lower standard. The room had a broken fridge and a broken light, along with a stained bedsheet.
Food: 30 diram for water! 300%+ the cost outside the hotel for the same water. Portions were small, fruit bowl fruit looked pale and sad, and they got our order wrong every time we ordered room service. Tagine was good though, and so was the pasta.
Service: the staff are horrendous. We asked for help printing out our boarding passes and were scolded for not asking the day before, then told it was impossible and we would have to go to an internet cafe in the Medina. In a FIVE STAR HOTEL?! You can't print out two pages? We were always polite and kind when asking for help and they were really grumpy in return, like we'd walked into their home uninvited and asked to sit with their family for dinner. A few times the restaurant staff bumped into me and I said 'Excuse me' and they just walked away. Never any smiles, never any apologies about all the things that were wrong in the room. The only nice people were the people who delivered food and the cleaners.
We're extremely friendly people and have made friends with the locals every other place we've stayed (in hotels etc.), but at this hotel we just stayed in our rooms because the staff were so rude and unhelpful. I've worked in service positions plenty of times before and cannot imagine how this place operates.
Just don't go.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We thank you for taking the time to share with us your experience at Kenzi Farah Marrakech.
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We were very sorry to learn about your dissatisfaction with the service you were offered, please accept our sincere apologies for any convenience caused. Please be assured that your comments & remarks will be taken into serious consideration in order to improve our quality of service to meet our clients needs.
We look forward to welcoming you at Kenzi Farah and be able to meet your expectations.
Thank you & Best Regards from wonderful Marrakech!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.