We received a welcome email shortly after booking and Sylvian was quite responsive to email in the weeks leading up to the trip. They arranged for pickup from the airport and train station and our arrival was (relatively--only due to hiccups on our part) seamless.
You don't need a guide or tour to navigate life inside the walls--Miguel showed us to the square (approx 10 min walk), spent several minutes going over a map with us and it was quite easy to get around once we got our bearings. We were able to walk to see all of the sites, with the exception of the Jardins to which we took a taxi. The riad is located down a couple of alleys but we found it without trouble and never felt unsafe coming back at night (2 female travelers).
Nothing but kind words to say about the hospitality and quality of the accommodations. Also recommend having at least one dinner here--the chicken tajine was better than the restaurants and cheaper! Note, there is no view of the medina from the rooftop as some of the reviews seem to indicate; the roof is amazing but the walls are high and in peering over you see a sea of satellite dishes. Not a downside, just don't expect to be people watching from the roof. The rooms themselves also do not have windows (but do have A/C). Wireless is pretty strong, better in the downstairs common area than in the room or on the roof we found.
Ask to see the photos from before the renovations, what they did with the place was amazing!