I stayed at the Murano with my boyfriend at the end of August after spending the previous two weeks travelling around Morocco. This is my first review for TripAdvisor but I felt I had to write something about the hotel to warn people to stay well away!
We arrived at the Murano at 4pm (check in is at 3pm) but had to wait a further 2 hours for our room to be ready. When we finally got into our rooms we were not sure what they achieved in the 2 hours as: the TV and telephone weren't working, the mirror in the bathroom was hanging off the wall, there were white stains all over the shower and in the toilet there was a gaping hole to the outside. The small bottles they give you with shampoo/conditioner etc were half full and the rug in the bedroom had black stains over it. I then went to take a shower but i couldn't as the shower head trickled water.
My boyfriend and I never complain and like to think of ourselves as very laid back guests but we had stayed in other 5 star hotels in Morocco which were amazing and a little less expensive than the Murano so we felt we did have the right to complain to the manager, Slim.
Slim informed us there were no more rooms or suites available as the hotel was "fully booked." He came to our room and admitted to us that the room was not up to their usual standard but there was nothing he could do. We were thinking about going to another hotel by this point but as we had to wait so long to get into our room it was now late in the evening.
After a terrible nights sleep as the fridge buzzed and the air con didn't work we complained to Slim again at 8:30am. I then pointed out we were gold members of an online booking service (we later found out this is where he gets most of his bookings from) and from nowhere, like magic - a suite suddenly became available!! The suite we were given was one we had seen them cleaning after guests had checked out the night before at the hotel (not "fully booked' then) and when Slim gave us the keys to the suite he said to quote "so now we are quits!" - charming!
On the up side the public areas at the hotel are nice (just nice) and the red pool is an unique feature, however this is a lot smaller in real life than in the pictures shown on the website. Another big let down at the hotel is the service which is soooooo slow. For instance we had to wait one hour for a burger and club sandwich to be made. The food choice is also very limited and the quality is not great.
Overall, we were massively disappointed with the Murano as the pictures on their website make the hotel look amazing but don't be fooled by this! This hotel is number 165 for a reason as you can pay the same amount of money for an actual 5 star standard hotel elsewhere in Marrakesh. So go elsewhere and avoid the Murano!
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- Also Known As:
- Murano Resort Marrakech Hotel Marrakech
- Murano Hotel Marrakech