My family and I traveled to Marrakech and stayed in the two bedroom suite in Taj Palace for two nights. The service and safety of the hotel was horrendous and unbelievably ridiculous. I filed the complaint twice before we checked out and once again via email after I got back to my home country, but was constantly told "we will get back to you"...
FIRST: At 9am in the morning, a member of the hotel staff barged into our room, without knocking. We had the "red tassel" hung on the door knob, which we were told meant "do not disturb". At 9am in the morning, my entire family was still sleeping and was awakened by the vigorous noise which the staff made when trying to open the door. When confronted, he said he needed to "check the mini bar", then left without any apologies or further explanation.
SECOND: The same morning, on our way to breakfast, my mum fell into a hole on the lawn which I believe was for the sprinklers. The lid was not covered properly, it scratched and bruised her feet and her new shoes were also destroyed. (See attached photos)
During breakfast, we raised the above issues to the restaurant manager and asked to speak to the hotel manager directly. After a few minutes, we were told that the hotel manager had just left for a meeting (how convenient...). The restaurant manager suggested that I leave my room number and email, he will ask the hotel manager to get back to me, and I did.
There was a two hour gap between the time I filed the complaint to the time we checked out... NO ONE came to ask if my mum was ok.
Before we left the hotel, I finally managed to speak to someone who said that she was the manager on duty. When I raised the issues to her again, she said she was aware of the complaints that I have filed, but couldn't find where we were...
I know "Taj Palace" is big, but it is not THAT big. There wasn't that many hotel guests and we were the only Asian guests in the entire hotel. What I find even more ridiculous was that both the restaurant manager and the duty manager knew our room number! So I find it hard to believe when the duty manager said she "could not locate us".
The room cost was NOT cheap, and I did NOT pay that amount of money to have some random male staff walk in and out of our suite whenever he feels like it, especially when my parents and both my sisters were still sleeping. Or to have my mum injured during our family vacation.
Following my email to Taj Palace and the Taj Hotel Group, I got a reply from Mr. Dino Van Eeckhaut, GM of Taj Palace Marrakech saying that he will get back to me within 24hrs...that email was sent on the 19th June, 2014...and I haven't received any relevant reply from any of their staff yet.
The rooms and facilities were also poorly managed and maintained. Dusty sofas and pillows, cracked marble in bathroom. Both our en-suite bathroom smelled a little funny, and our guest bathroom was leaking, which no one came to fix.
Obviously, since the management of the hotel doesn't care about their customers, why should their staff? I will NEVER recommend anyone to stay in this hotel, with the price you're paying, probably better off at the Aman or the Four Seasons.
- Official Description (provided by the hotel):
- Serenely nestled between the soothing Palmeraie landscape of palm and olive trees and the awe-inspiring Atlas Mountains, Sahara Palace Marrakech has been meticulously crafted with a vivid blend of Moroccan, Indian and Moorish themes that unfold from a magnificent Palace block to the four exclusive and expansive Riads. With its five glorious alabaster-white domes resting atop the luxuriant main building, the Sahara Palace Marrakech is regal and resplendent in this breathtaking Moroccan landscape. The hotel unfolds like a beautiful painting from galleries of hand painted frescoed wood ceilings and ornaments, restaurants of rich colours and texture, to the serenity and calmness of the Marie Iod Spa. The high vaulted lobby, highlighted by a sparkling 22 meter chandelier centerpiece and three kilometers of gold leaf adorning various ceilings, cornices, furniture and ornaments, makes this a truly royal experience. This palatial desert oasis features 161 well-appointed, spacious guest rooms, including 25 luxurious suites, spread between the magnificent main Palace and four exclusive Riads. All rooms and suites enjoy stunning views over the Atlas Mountains, the Palmeraie desert landscape or the calming pool and gardens. Our celebrated chefs have gathered the finest ingredients that span the Moroccan, Mediterranean and Indian in one unique destination. Our guests can wine and dine in some of the most stylish and charismatic restaurants and bars in Marrakech, whilst the warm and welcoming service makes every moment memorable. The hotel houses the renowned Marie Iod Spa spread across 3,800 square meters with 14 treatment rooms & two extensive hammams in line with the Moroccan tradition. The spa experience includes dedicated massage therapies, signature Moroccan experiences, personalized coaching services and a full range of esthetic treatments. The Yoga Temple further enhances the overall experience. ... more less
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