As a few of the recent reviews have hinted, this hotel is not quite all that the previous reviews have it cracked up to be.
A lot of people mention the reception staff being unfriendly or unhelpful. When I booked the hotel, I thought, what does it matter, you check in, you check out, what else is there? Little did I know, that you need to involve the reception staff in just about anything else you do from renting towels to booking dinner at the Moroccan restaurant, and of course, anytime you need to complain or ask for anything.
Our room was in the same block of rooms as another recent reviewer - near where they were refurbishing a room. I am disheartened to hear that somebody complained about the construction before us, as when we spoke to reception staff, they claimed to have no idea it was going on. When we arrived at 2pm, we had been awake since 4am and desperately wanted a nap, but this was not possible due to the construction. We complained at reception, nothing happened. At 8:00pm, when we were absolutely exhausted, and they were still banging away, we called reception. They said they would call us back in 5 minutes. 30 minutes later, no call. We called again and they said they would send somebody down. They never did. The next day, we had to go to reception for the fourth time and speak to a manager, who also said he didn't know it was happening. They finally moved our room, which was better, but an inconvenience overall and a waste of several hours trying to deal with reception nevertheless.
The hotel misses out on basic comforts like bathrobes, slippers, and our room even went several hours everyday where we didn't have bath towels. The room isn't stocked with water, there is no alarm clock, the wifi does not work, etc.
In terms of facilities, they claim to have bar snacks throughout the day, but this is not the case, it is drinks only at the pool bar, and be prepared to wait to get your drink. The pool bar is the only bar open during the day, and at night, the other bar is only open from 6pm - 11pm. This was fine, once you work it out and can plan around it, but it was a bit of a shock when we tried to request a drink after this time.
The food is fine - a good mix of all cuisines. It's nothing above and beyond, but there was plenty of choice, even for a vegetarian. Wine, beer, and spirits are fine as well. Clearly the cheap and local option, but this is to be expected from all inclusive. They don't want you taking bottles of wine back to your room so we had to go through quite the sneaky operation to enjoy wine on our balcony!
The room itself was kept clean and the grounds and hotel in general are well looked after. The animation team are incredible. The entertainment is in French, but you can tell they are very dedicated to their job and the hotel.
All in all, the hotel is nice, but just missing a few basic comforts you would expect from a 4 star hotel. If you don't have to deal with the reception staff very often, you will be fine, but should you have even a minor problem which needs addressing, be prepared to watch your anxiety levels rise on what is supposed to be a relaxing holiday!
- Official Description (provided by the hotel):
- A pioneer in its category. This hotel-club provides a full range of activities together with the best contemporary design by architect Imaad Rahmouni. Modernism and discovery can be shared by families or friends, in one of the best leisure hotels in Morocco, located by the Atlas Mountains, in the middle of 10 hectares centenarian olive trees. Accommodation 9 riads 254 double or triple rooms (32 m²) and 60 suites (53 m²) – all with private balcony. ... more less
- Reservation Options:
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- Also Known As:
- Kenzi Club Agdal Medina Hotel Marrakech