In all fairness, The best service award for this Riad is deserved by Abdess and Wadi, they were very pleasant and obliging. However, the Riad is owned by a very rude and unreasonable man based in the UK.
Firstly, Riads are not hotels, but rather, guest houses in the old medina, right in the thick of the action. This Riad is not luxurious and have few or no facilities, it is also not cheap. That being said, if you know what to expect then you won't be disappointed. We booked in August which is the off season, some Riads actually close for Ramadan is it so quiet, so like most Riads, Riad El Mansour was not fully booked, only 3 of the 6 rooms were occupied. August is also the hottest month. Our twin room was tiny with tiny beds. The 1st night we had the pre-ordered dinner, as this Riad has not got a restaurant, just a kitchen. The tagine was a huge let down, just a roasted chicken in a tagine!!! The air-conditioning in our room struggled all night and we had a very uncomfortable hot night, the room and the Riad was dusty and dirty generally and the next morning our room was not serviced, since the cook is also the cleaner. Note also, the breakfast is very basic.
Having spent our first morning in the souqs, we returned to the Riad after 1.30pm to escape the hottest part of the day, we would dearly have loved to dip into the plunge pool on our return, except it was dirty! We didn't pre order lunch or drinks, so eating and drinking was not an option so we retired to our tiny room (unserviced) to read. It was then that the airconditiong decided to spew water all over our belongings and stop working all together! We then decided to check out of the Riad and check into a real hotel with comfortable, cool, clean rooms with facilities like, pool, restaurant, bar etc.
We were booked to stay 3 nights at this Riad and had paid a fifty percent deposit so at this point of departure, we had paid for more than the 1st night. The Manager, Abdess offered to move us to another room, however according to their website they only had one twin room and we didn't wish to share a bed, and we were not happy generally speaking with our experience thus far, so we elected to leave. As we were leaving we paid for the terrible previous night's meal in cash and then discovered they were insisting we pay for the 3 nights accom regardless! Now let me just say here, I acknowledge the Riad has only 6 rooms, so therefore if it was fully booked, I say fair enough to pay, but it was not fully booked and we were not happy! That's when I had the pleasure (not) of speaking to the owner who wouldn't hear of it and tried to insist we stay in a better room!! A better room??? If there was such a thing and they were not fully booked wouldn't you think they would have put us in that room In the first instance? The man's attitude was appalling! We obviously left most unhappy and of course the terrible man has subsequently debited my credit card for the total amount (unauthorized). We spent the 2 next nights in the Sofitel, which at least had decent sized clean rooms, cool aircon, and BIG twin beds, a swimming pool etc etc. This hotel and others are still within walking distance to the Medina and souqs etc
Rooms are Tiny
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
This review is filled with many inaccuracies.
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We expected this review as the reviewer told us that if we insisted on adhering to our cancellation policy, which by the way she signed and acknowledged, a very unflattering review would be forthcoming.
The reviewer booked to stay with us for three nights, but decided to leave after the first night because as she clearly stated coming in August is the hottest month in Marrakech and she decided she wanted a swimming pool, which we do not have.
This reviewer booked via our website so she knew the size of our rooms and what amenities we offer.
Having received and signed our credit card authorization form which clearly states our cancellation policy, the reviewer still demanded that she be exempted from paying us. I even told her that in the event, although it is unlikely, we were able to do sell the room that same day, we would offer her a refund.
The reviewer claims that we are not luxurious and are not cheap with few amenities.
Firstly this reviewer received our Summer Special 40% discount for which she chose our least expensive room and even though, she paid 90€ for two persons, she still received complimentary airport transfers, complimentary drinks upon arrival, in room complimentary bottled water, fresh flowers, dried and fresh fruit, Moroccan pastries, a map, twice daily maid service, by one of our three maids, NOT the cook as the reviewer mentioned.
All rooms are serviced in the morning while the guest is having breakfast or when they are out, and then later in the evening while the guest is at dinner. Why this reviewer has chosen to say that her room was not serviced is not accurate.
The reviewer also mentioned that we had small twin beds, but was happy at another hotel with big twin beds, a pool etc.
I would like to know that the difference is between a big twin bed and our small twin bed.
Why this reviewer expected an automatic upgrade just because we were not full is a mystery to me. If she wanted a more spacious room she should have perhaps paid for it.
Just because we have availability, does not in itself automatically mean a free upgrade.
After complaining in mid-afternoon (why not first thing in the morning?) about a faulty air conditioner (which worked perfectly fine once you turned it on with the remote control).
However, at this point, we offered her a complimentary upgrade, but apparently she had already booked other accommodation.
The reviewer did not choose another riad, but a large, modern, chain hotel situated outside the Medina
The reviewer is correct, we are not a restaurant, but a small hotel who does indeed have a kitchen where we prepare all of our meals, I am not sure where the reviewer thinks meals should be prepared if not in a kitchen.
After dinner the reviewer’s companion complimented the cook, as had many of our previous guests.
Dinners have to be pre ordered because all of our ingredients are fresh, but the reviewer mentions that our breakfasts and drinks also have to be pre-ordered, this is totally incorrect.
We have over 380 reviews that mention the great quality and delicious food, so maybe it all these past diners who have got it wrong?
The reviewer mentions that I am based in the UK, rude, unreasonable and appalling because I would not agree to allow her to leave without paying what is owed. I am not based in the UK, which is of no consequence in any instance.
The reviewer is correct that we are not a large hotel but a small one with only six bedrooms and that is why we, like all riads and hotels, have cancellation policies.
I am sorry that the reviewer felt this way and she should consider booking larger chain hotels in all future holidays who may have the facilities to please her.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.