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“Not a 5 star hotel” 2 of 5 stars
Review of The Pearl Marrakech

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The Pearl Marrakech
5.0 of 5 Hotel   |   Angle Avenue Echouhada et Rue du Temple, Marrakech 40000, Morocco   |  
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Ranked #235 of 461 hotels in Marrakech
Malibu, California
Contributor
19 reviews 19 reviews
4 hotel reviews
Reviews in 10 cities Reviews in 10 cities
8 helpful votes 8 helpful votes
“Not a 5 star hotel”
2 of 5 stars Reviewed June 12, 2013

This is far from a 5 star hotel. The service is horrible. Everything takes ages and several reminder calls. The room design is charming but they are way too dark. The food is ok. If you order room service make sure you are not in a rush. We even had a very unpleasant experience with one of the waiters in the terrace restaurant. After he repeatedly mistaken our orders, instead of being apologetic, he started to speak about us with his colleagues with the worst attitude in our face.. Absurd !?!

Positive:
Te general manager is all the opposite and very helpful and friendly. However his professionalism and experience doesn't make up for the rest of the personnel.
The gym is incredible with complementary trainers and individual sessions. We really really enjoyed working out with Mustafa. He is absolutely great!!!!

In short, when you pay for a 5 star hotel you expect a 5 star service. Sofie hotel has higher standards.

  • Stayed May 2013
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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156 people have reviewed this hotel

Traveler rating
    75
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    5
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12
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (21)
Date | Rating
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English first
Ankara
Contributor
12 reviews 12 reviews
6 hotel reviews
Reviews in 10 cities Reviews in 10 cities
8 helpful votes 8 helpful votes
3 of 5 stars Reviewed June 12, 2013

We spent 3 nights at the Delano in April, had originally reserved 3 executive suits.

Location: Ok. Away from the souk, need to take a taxi but no problem. Right next to Jad Mahal, lovely club, would recommend especially on Saturdays, -the band is great, and wonderful dance shows from time to time.

Check-in and service: Disaster. When we arrived at the normal check-in time, our rooms were not ready. The reason: "someone with connections to the royal family is staying in your rooms, and we just do not know when they will feel like leaving". Seriously, I'm not joking. So we asked, "what should we do?" the answer, accompanied by a shrug, was "you need to wait". We tried to tell them that this was not the way to deal with customers who had already paid for their rooms. That they were supposed to smile a bit, and to try to make us feel comfortable somehow. You know, the standard introduction to happy customers 101. After waiting for about 3 hours, and souk-style surreal negotiations, we somehow made it to our rooms. Try to keep away from the reception. Service in general is truly unprofessional.

Rooms: Due to the disaster at the check-in, our group had the chance to experience different rooms. Deluxe is too small, Prestige is only big but not really comfortable, Executive suites are the best. Well-designed, comfortable, beds and pillows of ok quality, comfortable bathroom, nice view.

Food: Breakfast is standard, nothing very tasty, just ok. Have tried the restaurant at the terrace by the pool, very mediocre food -did not attempt to have dinner at the hotel after that.

Spa: Clean, smells nice, had a lovely massage.

Summary: Delano's great for trips to the US, but would avoid it in Marrakech. No reason to stay here, really. It simply does not have the elegance and originality of traditional alternatives and it lacks the professionalism of international chains.

Room Tip: executive suites with a view are the best value for money.
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  • Stayed April 2013, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London
Senior Contributor
41 reviews 41 reviews
34 hotel reviews
Reviews in 22 cities Reviews in 22 cities
45 helpful votes 45 helpful votes
3 of 5 stars Reviewed June 8, 2013

So the gossip among hoteliers in Marrakech is that Delano are allegedly trying to pull out and leave it to the local investors to make something of this, rather plush, pile in the posh bit of Marrakech. Not so sure myself, as I would have thought Delano had more at stake, but rivals are clearly enjoying the tease. The fact it's being spoken about at all 8 months' in from opening is of interest, nonetheless.

To start with the positives, the Delano has a stunning spa. It is almost worth booking for this alone, and certainly worth a visit if you are at another hotel. It's beautifully presented, incredibly peaceful and boasts a huge indoor pool, and his and hers steam, sauna and jacuzzis. Booking a treatment was very efficient, and the brave man who took on my aching legs and back worked wonders. He was superb; polite, friendly, great at his work and clearly enjoying the chance to speak some English, which he is learning. The changing rooms were spotless, and the amenities plentiful and comfortable. Not only is the spa at the Delano a fabulous all-round experience, it is also relatively inexpensive. It is a destination experience and a major attraction for this hotel.

Bedrooms are a good size, with a fabulous coffee machine (though only replenished after a phone call to reception) and decent bathroom products. Narnia-sized closets and a safe I could actually figure out how to use were all great positives.

So to a big negative - the floor of the roof top bar gave way when I stepped on the decking, plunging my leg knee high into the roof of the hotel via sharp wooden planks. The hotel was lucky; any number of guests could have really screwed them for this and had it been a woman in an evening dress and heels, there would have been blood and possibly a twisted ankle. Bar staff immediately shrugged their shoulders - charming. Gradually, various levels of management came to talk to me, which I hugely appreciated. At the moment, I have informally accepted their apologies and some drinks - appropriately enough, on the house.

Breakfast was civilised - it finished late and they were relaxed when I staggered in even later. I am not sure the Delano in Miami would put up with two birds actually nesting on an internal beam with a flightpath directly over the breakfast area, however..

Breakfast staff were lovely, friendly and spoke good English. French people puffed away on ciggies - why can't this cancer-inducing anti-social behaviour just end in international hotels, whatever the local laws?

Wifi was free on my deal and reasonably good. Key cards rarely worked. You could sit on a lounger by the rooftop pool for hours and be totally ignored by staff from the bar 45 seconds away on the other side of the decking of doom. Maybe they don't want to risk walking around - I don't blame them. I gently spoke to them and said they were losing business by ignoring current guests, which would, via word of mouth, mean they lose more business by not attracting new or repeat guests. They smiled and nodded along as if I was totally insane.

All the problems were mentioned to reception on check out.

Other front of house, including the chap who checked me in were VERY good, however. He did it in seconds, I was expected (love that) and he was exceptionally professional and presentable.

I wouldn't go out on a limb to stay here - besides, you'd probably break it on the decking. But DO visit the spa - it is superb and inexpensive and the staff there deserve your time. It's a lovely building, but Marrakech has lots of new, swish, lovely buildings and Delano can't rely on its name alone to compete.

  • Stayed June 2013, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bangkok
Senior Contributor
23 reviews 23 reviews
13 hotel reviews
Reviews in 14 cities Reviews in 14 cities
16 helpful votes 16 helpful votes
2 of 5 stars Reviewed June 5, 2013

I spent a weekend getaway in Delano with my girlfriend and her daughter. We had hiss and miss feeling about this hotel.

PLUS POINT:
Location - great location for nightlife, a few steps to restaurants, bar. Its not a walking distance to Medina and souks. However, taxi is easy to find so wouldn't see any problem.

Italian restaurant:
Food is superb, attentive staff.

WISH FOR THE BETTER:

Service: hiss and miss everywhere

Housekeeping: forgot to replenish room amenities, toileteries. Service was beyond slow, the hair dryer is upon request, so we asked for.. after 3 calls we got the dryer in 45 minutes. After using it for 10 minutes, it broke down.. So next we asked again for the new hair dryer this time we asked for also a pair of scissors, it took 2 calls, we got it in 30 minutes. They brough us the dryer but forgot the scissors.

Pool area: the roof top pool is small donut shape around the glass dome. so you basically one direction to avoid hitting other guests. Slacking service, no staff around to order drinks, we had to find the staff everytime we want something.

Front office: again slow... we waited from the luggages for 30 minutes, after 2 calls they never arrived. My friend went down to get the luggage herself. the bell boy told her that there was no order to deliver to any room.. great!!

Wish for better service. Not sure of returning there.

  • Stayed June 2013, traveled with friends
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Marrakech, Morocco
Senior Contributor
23 reviews 23 reviews
5 hotel reviews
Reviews in 6 cities Reviews in 6 cities
13 helpful votes 13 helpful votes
3 of 5 stars Reviewed May 1, 2013 via mobile

Great views, trendy atmosphere, but took out of town guests here for drinks and the gin tonic arrived with flat tonic. The server told us that the cash machine wasn't working so made up some random prices for the drinks and asked us to pay cash. A great place, but management just a bit lacking!

Stayed April 2013
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London
Top Contributor
52 reviews 52 reviews
52 hotel reviews
Reviews in 42 cities Reviews in 42 cities
40 helpful votes 40 helpful votes
3 of 5 stars Reviewed April 26, 2013

This is a really well designed hotel with some great points. The good:
- stunning rooftop pool, and even more stunning basement spa. The indoor pool is amazing and never had anyone else in it
- beautifully designed rooms, comfortable beds
- the more junior staff, like waitresses at breakfast, maids and in the spa, we're utterly charming, as was the lead concierge
- included breakfast was good

So why only three stars? It just didn't have the service and organisation you'd expect from a hotel of this price and ambition. We arrived to discover the junior suite we'd booked wasn't available but instead were offered a downgrade for the first night, with a refund of the price difference (which never materialised on our bill) and then an upgrade for the next three.

Sounded good to us. And the first room was lovely, although it had half-eaten food in the cuboard and minibar. Sadly the next day when it was time to move no-one knew about it. Once we'd eventually managed to get access to our (admittedly enormous) suite, we asked for our bags to be moved. Age an hour and three requests weren't, so we had to get a maid to reopen the old room and move them ourselves.

On day 3 the room wasnt made up until we asked. On day 4 we asked for sun cream, which is offered in the room service menu. It tok two hours and two requests, and was eventually only achieved by the concierge being sent to the a shop.

The ambassador suite we were upgraded to was huge and had a great balcony, although unless you're obsessed with space for the sake of it the standard room is perfectly adequate. It was also showing signs of wear considering the hotel is so new - a broken bedside light switch, cigarette burn in the sofa, coffee machine and iPad playing up. We quickly discovered there wasnt much point reporting anything as not much was done.

We had a good time, and it's a very relaxing place for a break with superb leisure facilities. But the service isn't up to Morgans standards.

Room Tip: Wouldn't bother with a suite, standard rooms are spacious and comfortable
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  • Stayed April 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Saffron Walden, United Kingdom
Contributor
15 reviews 15 reviews
9 hotel reviews
Reviews in 12 cities Reviews in 12 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed April 24, 2013

Service at Delano is impeccable. We were collected from the airport and upon arrival the concierge was clever enough to greet us by name. Check in was seamless and we didn't go anywhere near a check in desk. Welcome drink really good too. The rooms are large and more than adequate. The roof top terrace combines the best of everything; unique designed pool, plenty of sun loungers, chill out music and a great sushi bar. Many of the reviews state it is the best sushi ever had; maybe we haven't travelled enough but whilst it is good and freshly prepared in view of your table, I can only say it's up there with best. Our only niggles were that towels were not available on the roof top by 10am and the double circular loungers were not always made up early in the day. Breakfast was ok, coffee not always hot and poached eggs need some work!! We only ate dinner in the sushi bar so cannot comment on the other restaurants. Evening music from the roof terrace can be heard in some rooms so recommend avoiding the 3rd floor if you are a light sleeper. All staff were great but there were 2 who really made a great impression and always greeted us by name. Overall a great experience and we would return.

Room Tip: Choose 1st or 2nd floor room if a light sleeper
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  • Stayed April 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Pearl Marrakech

Address: Angle Avenue Echouhada et Rue du Temple, Marrakech 40000, Morocco
Phone Number:
Location: Morocco > Marrakech-Tensift-El Haouz Region > Marrakech
Amenities:
Bar / Lounge Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #235 of 461 hotels in Marrakech
Price Range (Based on Average Rates): $$
Hotel Class:5 star — The Pearl Marrakech 5*
Official Description (provided by the hotel):
Located in the heart of a vibrant and magical city, The Pearl Marrakech exudes the mystery and exoticism of another world. This is the ultimate escape, a cool haven of discovery and pleasure. Whether seeking an engaging nightlife scene, renowned fine dining or a day of spa relaxation, The Pearl Marrakech is a luxurious experience, evoking a sophisticated, chic ambiance with discreet and effortless service. Designed by the acclaimed Jacques Garcia, its opulent interior blends precious marbles with sumptuous velvet and other rare textiles, creating an intimate atmosphere with a modern edge. Ceilings in the lobby are hand-carved wood, and a central rotunda is surrounded by an intricately patterned Moroccan design. ... more   less 
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