The stay was not bad, the rooms were clean and the breakfast was nothing to shout about. The rooftop terrace was lovely and the location of the Riad was very good as it situated near the Souks. I had to repeatedly request for basic toiletries like soap, shower gel etc.
So what went wrong to lead me to write a bad review?
I placed a booking for the Chocolate Suite, the only suite which has a jacuzzi, online and I paid a deposit for it. As a precaution I emailed the hotel TWICE to confirm my booking and I was assured everything was set up for my stay.
After spending two nights in another Riad, which was really pleasant, I arrived at this Riad and was greeted by the General Manager, Morad. Morad explained to me and my wife the local attraction but informed me that the Suite I had booked was unavailable due to renovations works which was needed due to previous guests misusing the jacuzzi. This news was not great to hear as I was really looking forward to staying at the best suite the Riad had and I queried why I was jot made aware of this before. The answer which was provided by Morad was "I wanted to email you but I just didn't". Unimpressed with this answer I asked again and this time I was provided with the following answer, "I lost your email address". I was offered the next best suite the Riad had to offer at a discount price of only 10 Euros per night which I had to accept as I had no other living arrangements organized. I queried with the Manager as to what renovation work is being completed and he then informed me he was able to provide me the suite I wanted for the final night I was at the Riad as he would "do all he can to ensure the renovation work is completed in time". I asked Morad which room was the Chocolate Suite and Morad pointed to a room which was locked up.
I was requested to pay, by cash, for the whole stay at the beginning. This seemed odd to me as the other I stayed at accepted card payments and they requested for the payment at the end of the stay and when quizzing Morad about this he informed me he will not be able to provide us with anything unless we pay at the beginning and by cash. We were then made to go to the Square to withdraw money to pay for the stay at the Riad.
When paying for my stay I was shown the original email I sent to the Riad and when asking how Morad had access to that email as he previously claimed he had lost it, he informed me had just found it now.
On the day me and my wife was meant to be getting the Chocolate Suite, we noticed a couple departing from the Raid. Morad noticed I was still in the Riad and hastily left after the couple departed. The cleaner approached me and my wife and informed us the room the couple had just departed from was actually the Chocolate Suite and that the couple who had departed from there actually came to the Riad the night before and were offered the Chocolate Suite which I had booked! Furious with this revelation I demanded to speak to Morad and I was advised he was out but would be returning shortly. A few hours passed and I was then informed Morad will not be returning to the Riad for the day and another worker will be managing in his absence. The workers went further to inform me this is a regular thing as many customers find the suite they have requested ends up getting double booked!
Eventually the supervisor for the night, Ayub, arrived and lo and behold was not able to communicate in the English language with us. Ayub managed to organize airport transfer and I was pleased to be told Morad would be dropping us to the airport!
When I confronted Morad he insisted he did not lie to me and my wife and that we misunderstood him! Morad claims he told us the room was double booked and he provided it to the other couple as they came first. This contradicts everything he told us when we arrived and this Riad clearly does not care for it's customers. Unfortunately as it was the day of leaving I was unable to organize compensation for the lies and deceit of the General Manager as we were close to missing the flight home. My whole experience of Marrakech was ruined by this Riad who are not concerned with treating customer fairly.
I would strongly advise against anyone staying at this Riad as your well being and your interest are clearly not at the top of their priorities. Do not trust the General Manager as he will attempt to swindle you out of your hard earned money.
Avoid at all cost.
- Also Known As:
- Riad Des Arts Hotel
- Riad Des Arts Marrakech
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