We were picked up by a member of the hotel staff in a lovely car. We were given a tour and a complementary drink upon arrival. We stayed in room 2 'Fatima' which was beautiful in the daylight but very dark in the evening due to its black walls, dark furnishings and lack of lighting. Our room had a veranda that opened out onto the pool. We cannot fault the staff, food or location but due to the extremely high prices for food and drink in the hotel, there was no atmosphere as some guests find cheaper alternatives in the medina. As we had booked half board, we ate in the hotel most nights and some nights we were the only couple eating in the restaurant which felt like we were eating in someone's living room.
We enjoy fine wine and are happy to pay for expensive wine, but the wine list in the hotel was completely lacking in quality wine but were expecting guests to pay around £30 for a cheap bottle that can be purchased in the UK for under £10. We looked a couple of the wines up on websites and found that they were not quality wines at all. Although we had already paid for half board, we spent on average £30 per day on essential drinks and wine at dinner and a further £30 on lunch. A coke is 40dhms and the average cocktail is 100dhms.
The spa is amazing and has everything you would want on holiday but completely empty due to the over inflated prices although if you have money to blow a full body massage was amazing!
Below are a few tips that I would have loved to know before I went:
- If breakfast is included in your package, you can order anything on the menu regardless of the prices next to them.
- The lunch and dinner menu although lovely food is quite limited, if you want something different the kitchen is more than happy to provide you with an alternative e.g. sandwiches etc.
- DO NOT book a tour of the Medina through the hotel. It will set you back 800dhms and because you are staying in an exclusive hotel you will be taken to very expensive shops where you will be given a 'hard sell' for things costing hundreds or even thousands of pounds.
- DO book taxis. Most taxi drivers will arrange to drop off and collect and will even give you their mobile number for future reference to use during your visit.
- DO buy wine at the airport in England if you want to enjoy a few glasses at a reasonable cost when you get there!
- The cost of the transfer back is 400dhms.
We did have a lovely relaxing holiday but feel that the hotel has the potential to do so much more to improve the atmosphere. The staff were amazing but the hotel needs to think about ways in which to use their two bars and restaurant to its full potential.
First floor seemed more private.
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
We would like to thank you for taking the time to write your feedback and comments about your most recent stay at Mosaic Palais Aziza.
In fact, we have made a management team meeting to discuss and work on the various comments you have made, as we believe that they are indeed opportunities for us to improve our processes and services.
Hereunder are points we would like at our turn to share with you:
1) With regards to the lighting in the room: we are now providing at Housekeeping “stand alone halogen lights” to supplement in case of need..
2) City /Medina tours are contracted by outside companies, we have briefed the said to ensure that they avoid employing guides that are practicing hard sale and pushing our guests towards certain shops, this will now be monitored very closely.
3) We very much thank you for having been objective in giving credit about our service attitude and quality of food. In fact this, we believe is the core of a real luxury Mosaic Hotel “ Personalized and attentive Service” is the way we would like to be known for as a growing boutique brand.
4) As for your observations about alcoholic beverages prices, they are indeed valid. In fact this does not apply only to Morocco but also to many other Middle Eastern countries, due to high taxes on alcoholic beverages ( local and imported) hence we will never be able to match European prices as alcohol costs us almost double the prices of Europe!
With food and also spa treatments pricing, we are in fact pricing them with our competitors in the Luxury boutique segment in mind. We regularly survey prices too, in order to ensure that we have an edge over them and give our guests value for money and our prices are indeed 10 to 15% lower than competition…yet we are in the process of updating our surveys and reflect any changes in winter season’s menus and we shall be more attentive to what you have mentioned.
5) Last but not least, with regards to the hotel lacking atmosphere and clientele, it is regrettable that you have come to Marrakech in the lowest season, and hope that we will be able to receive you sometime in the not too distant future, in a season that is rather milder in weather and with more clients and where we will be pleased to show you the amendments made.
Once again, we thank you for taking the time and giving us your candid and objective feedback and hope to receive you again in the not too distant future.
Karim El Ghazzawi
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.