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“Stunning architecture, dreadful service” 2 of 5 stars
Review of Caravanserai

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Caravanserai
4.0 of 5 Hotel   |   264, Ouled Ben Rahmoune, Marrakech 40000 , Morocco   |  
Hotel amenities
Ranked #192 of 461 hotels in Marrakech
Luton
Senior Reviewer
7 reviews 7 reviews
7 hotel reviews
Reviews in 6 cities Reviews in 6 cities
5 helpful votes 5 helpful votes
“Stunning architecture, dreadful service”
2 of 5 stars Reviewed May 7, 2013

Our latest visit to Caravanserai proved to be so very disappointing. When we finished our trek from Ighil Mgoun through Tassaout Valley last summer and needed somewhere to rest for a few days, we agreed that we wanted to return to this unique hotel, remembering fondly its peaceful, isolated location and its sheer beauty from our previous visit. After an enthusiastic welcome, however, we were sadly left to the mercy of its indifferent staff.
Although our room was beautiful, the bathroom was soon seen to be staggeringly filthy. I will save the management's blushes by omitting some of the details of things we found there. However, so appalled were we that we truthfully considered leaving on the spot. Instead we decided to give the benefit of the doubt and duly reported the problem to the management. Around two hours later, after a further reminder, our bathroom was eventually cleaned.
The service throughout our stay at the hotel was incredibly slow even though for the most part we were its only guests. Our simplest request seemed to take an eternity to be delivered.
I should perhaps make it clear that we are well used to visiting Morocco - I have visited around 25 times - and we love the country. We have stayed in some of its most wonderful hotels and equally have stayed in some of its simplest and most basic. We have a good understanding of its cultural differences including the pace at which life sometimes revolves. It would be no exaggeration to say, however, that for most of our stay at Caravanserai we truly felt that we were nothing more than an inconvenience to the staff.
We were quite staggered, for example, that so little thought could have been put in to the preparation of our meals. Even on the third evening, we found that we were offered the same limited choices as we had been on the first. It is a sad irony that we had encountered a much higher standard of cooking on a simple gas stove and even a greater variety of food during our trek in remote parts of the Atlas Mountains in the previous days.
Anxious to give every chance for things to be put right, as early as on the second morning I had taken a quiet moment to politely explain to the management our growing sense of disappointment. The response that I gained gave me hope that things would improve. Shortcomings were openly acknowledged, I received an apology and was promised that there would be changes. However, things continued much unaltered throughout and by the end of our stay we felt that we had been treated with scant respect, perhaps regarded as a captive audience unable to affect the outcome.
Our feelings were reinforced when we were presented with our bill at the point of our departure. Although my wife, who had been feeling unwell, had eaten only selected dishes for her evening meals - and often very simple food at that, such as a bowl of soup or a piece of fruit - she was charged almost the full, rather expensive, regular menu price. Only a very small reduction was eventually negotiated, and even that only after protracted and painful negotiations.
I began by writing that our latest visit to Caravanserai proved so very disappointing and this was the case. Our greatest disappointment of all was that the fine traditions of Moroccan hospitality, so much at the heart of Arab and Berber culture, could have been so neglected that even the setting of such a stunningly beautiful hotel failed to compensate.

Room Tip: Ask to see a selection of rooms and suites as there is a wide variety, each with quite a different c...
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  • Stayed August 2012, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 1 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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84 people have reviewed this hotel

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    2.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (3)
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English first
East Grinstead
Reviewer
5 reviews 5 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed November 24, 2012

Th's hotel is for those wanting to seak a real Moroccaexperience, not just the hubbub and action of the town centre. It is about a half hour transfer from the airport, and twenty minutes from shopping, but is in its own 'caravanseair' inside the clay walls of a residential enclave and dirt roads. You get to see the real Morocco. Inside the hotel I simply love the style and the decoration and the website does not flattter it it. It is better. There are beautiful terraces to most rooms, and you can walk at roof top level with wonderful views of the palmeraie and find shaded or sunny terraces to sit on. Th rooms are earthy colours, with a lot of tadelakt wall finishes. it is very peaceful except for calling to prayer. Th service is very friendly, but can be a bit slow. On this trip, our third, the hotel was very quiet, only one other couple staying, and this may not be for everybody - worth checking first.

Room Tip: All the rooms are good, stylish and spacious. The water pressure is not guaranteed. The pool suite...
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  • Stayed November 2012, traveled as a couple
    • 4 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
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Odiham, United Kingdom
Top Contributor
146 reviews 146 reviews
72 hotel reviews
Reviews in 84 cities Reviews in 84 cities
62 helpful votes 62 helpful votes
4 of 5 stars Reviewed November 25, 2011 via mobile

This is quite a way outside of Marrakech, circa 30 mins, and situated in an unusual location. However having said that I was surprised at the great environment within the hotel, the centre piece is the pool around which some of the rooms are situated, the eating area to one side and plenty of places to sit, reflect, read a book, etc...
I was here on business and for our group the location was a very good retreat.
If you do venture here then you have to be prepared for fairly long trips into Marrakech, and a limited options on food - though the traditional meals that are served are good.

  • Stayed October 2011
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
1 review
4 helpful votes 4 helpful votes
1 of 5 stars Reviewed March 11, 2011

We were fooled by the pictures that does not show the hotel and its surroundings!
Dirty rooms with stained bed sheets, NO WIFI INTERNET IN THE HOTEL NOR IN THE ROOMS LIKE ADVERTISED, very disappointed could not work nor relax.
Pigeons and feces all around the pool and stairs.
Terrible cheap management and horrible foods at a vertiginous price.

  • Stayed February 2011, traveled on business
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
Senior Reviewer
9 reviews 9 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed November 6, 2010

This is a very beautiful hotel and the management bent over backwards to overcome our surprise and inconvenience at being 10k out of the centre with charm and large gin and tonics! Although they do have a courtesy mini-bus and in some situations augment it with taxis, there is some deceit about the location by not showing exactly where they are with a map on the web page. (it's about 10k north-east) Also google shows the address as in the medina?? We would recommend it as a quiet 'destination' oasis away from the hubub. Except for the acceptably standard breakfast (tepid coffee!), we cannot comment on the food as we didn't get the opportunity to try it.
Note the manager/partner is planning expansion and improvements.

  • Stayed November 2010, traveled as a couple
    • 3 of 5 stars Value
    • 2 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 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.
Cairo, Egypt
Contributor
12 reviews 12 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed October 10, 2010

we spent only three days for our honeymoon, and they were three days in paradise. the food, the furniture, the kind and friendly staff..the way they cld mix oriental local spirite with the modern appliances..we cldn't imagine they had wi-fi within that overwhelming morrocan rose scent. Many thanks to Adil and Hayat for the nicest experience they gave us. although we just celebrated our second anniversary, we still have the scent in our noses, the tase of harira, couscous and orange/carrot juice in our mouthes..the wild roses..the quite elegant shopping..etc Ah, and not to forget, el Qenawy, playing his local music and signing to us in our names..also chef Abdullah and his great recipes which I still apply. we remember all of you guys

  • Stayed October 2010, traveled as a couple
    • 4 of 5 stars Value
    • 2 of 5 stars Location
    • 5 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.
UK
1 review
1 helpful vote 1 helpful vote
2 of 5 stars Reviewed March 18, 2010

The hotel was amazing and just what we expected, however, the lunch and evening meals were absolutely dreadful. They had the same menu for lunch and dinner (we were told they did a buffet lunch or a club sandwich of which we saw neither). Our first evening meal we had a choice of 3 things for starter, maincourse and pudding and the meal was fine. It was £35 pp. The next time we ate an evening meal there was no choice and it was inedible; we complained and said we refused to pay. The manager offered us a free drink which we did not accept and still charged us for the meal. We didnt eat with them again and were forced to leave the hotel to eat in Marrakech, which was very very sad as we didnt want to have to do every night that but we felt there was no choice. We were there for 6 nights and as we left I said I couldnt possibly recommend the hotel to anyone due to the huge issue with the food but they didnt seem very bothered. What a shame.

  • Stayed February 2010, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Rooms
    • 3 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.
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Additional Information about Caravanserai

Address: 264, Ouled Ben Rahmoune, Marrakech 40000 , Morocco
Location: Morocco > Marrakech-Tensift-El Haouz Region > Marrakech
Amenities:
Bar / Lounge Free Parking Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Airport Transportation
Hotel Style:
#77 Spa Hotel in Marrakech
#77 Luxury Hotel in Marrakech
#120 Family Hotel in Marrakech
#163 Romantic Hotel in Marrakech
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Caravanserai 4*
Official Description (provided by the hotel):
Evoking the ancient stopping places of the travelling merchants, the CaravanSerai is symbolic of the other face of Morocco. The interior courtyards and secret corners are inspired by the traditional Berber villages. In luxurious simplicity the 16 bedrooms and suites are decorated in a refined ethnic style. The Hammam, with its tadelakt plaster columns and its great pool subtly lit by shafts of light, is considered to be one of the finest in Marrakech. ... more   less 
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Also Known As:
Caravanserai Hotel Marrakech
Caravanserai Marrakech

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