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“Terrible customer service” 1 of 5 stars
Review of Riad des Arts

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Riad des Arts
3.0 of 5 Small Hotel   |   Derb Moulay Abdelkader 116 | Dabachi, Marrakech 40000, Morocco   |  
Hotel amenities
Ranked #596 of 1,046 Marrakech B&B and Inns
London, United Kingdom
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
6 helpful votes 6 helpful votes
“Terrible customer service”
1 of 5 stars Reviewed June 9, 2013

Although the riad itself was beautiful, and the housekeeping staff were lovely, the manager (Murad) cheated us and soured the overall Marrakech experience for us. If you're after the Choclat suite, don't bother. We booked it months ahead due to recommendations, we emailed management twice to ensure the room was ours only to arrive and find it was being 'renovated.' They gave us a lower room, and promised to give us the suite on the final night. On the day of shifting rooms, we noticed another couple leaving, after which they cleaned their room and gave it to us. It turned out the Chocolate suite wasn't being renovated at all, they just decided to give it to another couple before we even got there. Naturally, we were fuming, however management did a disappearing act so we couldn't even demand some answers. Also, they took payment from us up front so we couldn't even negotiate some money back. When we did finally get hold of Murad, he continued to lie through his teeth (apparently the other couple didn't mind using a room under renovation) and we got no apology and no compensation. Overall, it ruined Marrakech for us.

BTW the jacuzzi in the Chocolat suite is just a glorified hot tub. Not a proper jacuzzi. The only good thing about the Chocolat suite is air conditioning, which none of the other rooms have. If you're looking for a boutique riad, you're better off paying Riad des Arts prices somewhere else. The Chocolat suite was overpriced and overhyped.

If you want to be treated with some integrity, don't bother staying here. Definitely don't pay for anything on arrival (we regret that), and don't believe anyone who tells you the room you booked is unavailable. Demand to see it. Oh and if you see Murad, don't fall for the sweet demeanour. He will cheat you if he can.

Room Tip: Don't believe them if they say the room you booked is unavailable, demand to see it. The best ro...
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  • Stayed June 2013, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 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.
Riad d, Directeur général at Riad des Arts, responded to this review, August 27, 2013
Hello
we had a problem with the manager who was in bad times, we have solved the problem by firing is now we have a new director, we have gained serious and quality
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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68 people have reviewed this hotel

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (5)
Date | Rating
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English first
Senior Reviewer
7 reviews 7 reviews
5 hotel reviews
Reviews in 6 cities Reviews in 6 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed August 3, 2012

Riad Des Arts was a great base for exploring Marrakech. Peacful retreat in the middle of everything. I loved our tent on the roof here(had amazing air-con). The staff were very helpful and if you speak French(we don't) it would be even easier!! You have everything right on the doorstep- a complete culture shock. Its a place to stay if you want to be n and see the real Marrakech- Breakfast was lovely- had a mall stock of wine/beer(very hard to get around the main sqaure) so very handy if you like a nice drink on the roof terrace to end your day.
Only downside- was woken on 2 nights from the loud prays being said on the speakers- all part of the experience I'd say!!

  • Stayed July 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Hillerød, Denmark
Reviewer
5 reviews 5 reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed July 23, 2012

We spent 2+1 nights in this lovely, peacful little hotel in July 2012. The room was comfortable and we enjoyed the aircondition (outside was up to 45 deg.). The staff was very friendly and helpful and the breakfast great. If (when?) we return to Marrakech, we will certainly stay here again.

  • Stayed July 2012, traveled with friends
    • 5 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
    • 5 of 5 stars Service
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London, UK
Contributor
13 reviews 13 reviews
6 hotel reviews
Reviews in 9 cities Reviews in 9 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed July 16, 2012

My friend and I stayed here in May 2012, and this place was a sanctuary away from the hustle and bustle of the busy Marrakech souks.

Located just off round the corner from the Djeema El Fna market, as you turn down the walkway to towards the riad, away from the market, it was amazing how the noise was suddenly gone. It really was peaceful.

Inside the riad, its beautifully decorated, our room was small but adequate. They say air-conditioned, this a little bit of a lie, they have a big floor-standing fan in the room, but not what I would call air-conditioning! But somehow, even though one day the temperature outside was 50 degrees celsius, the riad remained quite cool, and with the help of the fan I found it quite comfortable.

The staff are very welcoming and accomodating. We wanted to leave early one morning for an excursion so they got up early for us to provide our breakfast, which was very appreciated to set us up for our long day out.

The only bad point about the hotel is trying to initially find it, we ordered a taxi and driver said he would take us there. When we got to the market, it was too busy to drive a car through, and he told us he could go no further but the hotel was "just up there". In actual fact, it wasnt particularly near where he dropped us, but that's not the riad's fault, it was us being a little naive and trusting. And any stander-by offering to help you find somewhere will expect to paid once you arrive. We found this out the hard way. Again that's not the riad's fault, that was us being two naive 20-somethings expecting someone offering to help was doing just that.

Once you know where the riad is, its very easy to find again. I would highly recommend a stay here!

  • Stayed May 2012, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 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.
Zagreb, Croatia
Contributor
20 reviews 20 reviews
16 hotel reviews
Reviews in 16 cities Reviews in 16 cities
27 helpful votes 27 helpful votes
4 of 5 stars Reviewed June 19, 2012

We stayed there 3 nighits in total on two separate occasions, it is not easy to find at first, but it is accutualy very near Jemaa, maybe 3 minutes from the square. Go to the opposite end of Jemaa to the Derb Dabachi street and turn right in to it, once in the Dabachi street just walk for maybe 200 m, and on your left side you should see an entrance to the Derb My Abdelkader Dabachi street, it will look like an garden entrance, ther will be an arch at the beginning facing the Derb Dabachi street with grapes making the shade after it, go in and walk for 100 m, turn the first street left and you are there. The ground floor room was a bit small but nicely decorated as is the whole of riad, nice location near the souks and Jemaa, take the time to chill on the roof in the evening after a hectic day around Marrakech.

Our room was dark and stuffy, ac would be welcomed instead of fan since it gets up to 40 during the summer, we were the only ones in the riad but were not even offerd an welcome drink. You can hear people talking (staf and there friends late in the night) since the room has a very thin door and windows, the reception had small windows connecting to our bathroom so we could hear people talking on the phone, plus the mosque is near so you will need every minute of your sleep, poor plain breakfast...there is room for improvement since it is really a nice riad with a very good location.

  • Stayed June 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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Accra
Contributor
12 reviews 12 reviews
10 hotel reviews
Reviews in 8 cities Reviews in 8 cities
28 helpful votes 28 helpful votes
2 of 5 stars Reviewed June 4, 2012

Firstly, the transfer from the train station was 17euro (cost us about 2 euro in the taxi on the return journey) and really not worth it. We chose it as we were concerned about finding the riad in the winding alleyways of the medina, but the transfer van merely drove us to the edge of square and dumped us there, in the pouring rain.
After paying a local to take us there, there was no one to receive us (even though they knew what time we were arriving as they arranged the transfer). Eventually a cleaner opened the door and pointed to a room, then left us.
It was not until our third day (when it was time to settle our bill) did we eventually have any conversation with the staff. Our only conversation with the owner was as were leaving, when he chastised us for leaving breakfast uneaten. We told him we were told nothing about breakfast and pointed to our booking which makes no mention of it.
The room was very noisy on the ground floor as there is a large gap between the door frame and the wall, you can hear every sound from the courtyard (and vice versa I am sure). The shower was also poorly constructed meaning the whole bathroom floor was permanently flooded.

Room Tip: Do not take the ground floor room if you value any level of privacy or want a peaceful sleep.
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  • Stayed April 2012, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 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.
Rotterdam, The Netherlands
Reviewer
4 reviews 4 reviews
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed March 7, 2012

I saw the pictures on internet, and fell in love with the riad. When I actually arrived there it had exceeded my expectations. The riad is nearly 2 minutes away from the square and as soon as you enter you forget all about the hustle and bustle of the city. Its a great escape!!! We stayed in the Grise room and it was so beautiful. It looked even better than on the pictures. The beds are really comfortable with high quality cushions. There is a "salon" to watch some tv and there are a few chill out places in the riad. The rooftop terrace takes your breathe away. A great place to chill out after a day of shopping in the souqs. The breakfast is delicious!!!

They really put a lot of thought in to the design of the riad. Locationwise and designwise absolutely recommendable. The warm hearted staffmembers made my stay there (6 days) a pleasure. If I do go back to Marrakech i would immediately consider this riad as my only option. I really miss it a lot and would go back again any day!

  • Stayed March 2012, traveled with friends
    • 5 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
    • 5 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.
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Additional Information about Riad des Arts

Address: Derb Moulay Abdelkader 116 | Dabachi, Marrakech 40000, Morocco
Location: Morocco > Marrakech-Tensift-El Haouz Region > Marrakech
Amenities:
Fitness Center with Gym / Workout Room Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Spa Swimming Pool Airport Transportation
Hotel Style:
Ranked #596 of 1,046 B&Bs / Inns in Marrakech
Price Range (Based on Average Rates): $
Hotel Class:3 star — Riad des Arts 3*
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Also Known As:
Riad Des Arts Marrakech

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