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Es Saadi Marrakech Resort - Hotel
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Reviews (1,183)
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Reviewed August 12, 2012

My partner and I have just returned from a 7 night stay at the Es Saadi Gardens Hotel, and we experienced many problems.....
To start with, my partner is a wheelchair user, and having scoured Tripadvsior for 5 star hotels which are wheelchair accessible- we booked the hotel months before our trip. 48 hours before we were due to travel we received a phone call to say that the hotel wasn't accessible and we needed to upgrade to one of their poolside bungalows (at an extra charge of 20 Euros a night). Reluctantly, and faced with very short notice we were forced to upgrade so as not to ruin our holiday.
Upon arrival we were shown to our 'upgraded' room, and were very disappointed to walk into what could only be described as a sauna, as the air condition was not working. With outside temperatures in excess of 48 degrees C, the room was unbearable. We immediately pointed this out to the porter, who didn't really understand. We immediately called reception, and they promptly sent someone over. The member of staff fiddled around with the unit, and claimed it was fixed. We were horrified to find it was now blowing warm air!!! We once again called reception, and this time 2 members of staff arrived. They both fiddled with the machine, and then left claiming it was working- still blowing warm air. We again called reception, who again sent a man over- who then told us the water needed to be changed, and to give him 20 minutes, he never returned. One hour later, and having fully cooked in the room we decided to insist on moving rooms. We were moved to another bungalow with 2 air con units- one in bedroom, one in lounge. Bedroom unit worked- lounge didn’t. We reported this and yet another man came out fiddled around and left- 5 minutes later the unit stopped working- this continued for our entire stay.
In addition the air con saga- over the course of 5 days we experienced a number of problems, and on our 5th day we asked the manager to come out to our room so we could show him our list of complaints -which were as follows;
1. air con problems ( as described above)
2. Bed sheets were not changed for 5 days!!
3. Bathroom only had 1 glass for 2 people, and it was not washed for 5 days- full of toothpaste marks and stains
4. Light in hall not working
5. TV in lounge out of tune
6. Electrics very dodgy- some switches caused the power to go out in room, and as a result room safe popped open on 2 occassions.
7. Problems with staff service in bar- placed order and then never got drinks.
Having brought the issues to the manager’s attention, he was very attentive and apologetic. He immediately had the issues resolved; however air con could not be fixed. Following on from our complaint, for the last 2 days our room was cleaned and bed sheets replaced every day. We were suddenly provided with slippers, fancy soap, fruit basket, and fresh roses in our room. We thought this was as a way of an apology, but having spoken to other guests in the hotel we discovered that they had been a standard occurrence and we had just been forgotten!!
Upon check out, we expected there to be some sort of discount on our bill as an apology for the appalling service we had received but were shocked to see there was not. We however, insisted on there being a reduction, and 5 days upgrade charge was removed from our bill- reluctantly.
Overall, the waiting staffs were attentive and friendly as long as you tipped them, but as soon as you did not tip, the service was poor- with the exception of Fatima who worked the Breakfast- who brought fresh pancakes to my partner every morning without him having to ask. On our last day- the staff obviously check who is leaving- and they swarmed around us trying to provide us with the 5 star service we should have had from day 1- obviously trying to earn their tip.
Restaurant Gastronomique was OK, but quite pricey for what you had- 320 Dirhums per head for 3 courses ( about 29 euros) not including drinks. We found a nice place around corner from hotel 'Cafe ExtraBlatt' where we had 3 courses, 5 drinks and the total bill was 380 dirhums. It had a nice ambience but was 'american' style menu.

In general, the hotel (and waiting staff!) appear tired, and in need of some TLC. With a little more attention to detail, and care when it comes to the guests and their rooms, the hotel could be good.
Don’t be fooled- this is by no means a 5 star hotel- I would rate this at most 3.
We are a couple in our 30s who travel a great deal, so have experience of many hotels around the world.

Room Tip: Bungalows are perfect for access to pool, with their own private pato area. Very roomy, and secluded from the hotel. However, we did have a bit of a problem with ants in the room, but I guess this is due to the hotel being set in gardens, and the bungalow being seperate from the hotel.
  • Stayed: August 2012, traveled as a couple
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2  Thank Ihearttheusa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WonderfulMorocco, Room Division Manager at Es Saadi Marrakech Resort - Hotel, responded to this reviewResponded August 31, 2012

Dear Ihearttheusa

We thank you for posting your comments on Trip Advisor and sharing your experience with all travelers
I am sorry that Expedia with whom you booked the room with did not inform you about the different room types as they obviously knew about the wheelchair.
We do apologize for the issue with the air conditioning in your room and the lack of communication with our team. We constantly organize training sessions where these kinds of issues are stressed.
We do regret though that you waited 5 days to call our front office manager to discuss the problems encountered with him. We could have solved them quickly and insure that you had a better stay.
As you may know, even if August is one of the hottest month in Marrakesh the temper ature of 50°C (115° F) is quite unusual, and although our air conditioning system is regularly checked it is meant to work ideally with temperature around and below 42°C (105°F)

Kindly note that the team on duty during these days was severely sanctioned and training in all services has been reinforced to avoid the same concerns in the future.
Thank you for your compliments about the staff and make sure that Fatima has been informed about them
We do hope that when you travel again in Marrakech, you will give us another chance ; do not hesitate to contact me to discuss your reservation needs and conditions.
Please accept again our apologies for not having offered you the best service you were expecting to receive and be sure that your constructive criticism will help us to correct our mistakes and get better.
Warm regards

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Reviewed August 9, 2012

My husband and I stayed at Es Saadi hotel for 3 nights mid July as a part of our honeymoon. Overall it was quite dissapointing . The rooms are clean , tidy and equipped just right although they would do with a refurbishment as it definitely was not 4* standard. There is no option to control the air cond temperature which left the room feeling quite warm , specially at night. room service was alright but extremely slow ( iron was delievered after 3rd call to the reception good 40 mins after the first call) the biggest let down of this place is the staff ( reception, pool staff and waiters) . my husband is moroccan and the treatment and attitude he was getting from the staff was incredible to the point that he was having arguments with them as they would mostly ignore him or answer in a very rude maner.
One of the cases was with a young man who he asked to put pool towels in our sun bed but he refused to do for a reason he said it was too windy but when i came down the room and did asked for it, it was done immediately, the thing that seriousely let me down as being fake about guests . same thing with the breakfast waiters . only time the staff would give attention to my husbands re
quests is if i would speak to the them .
the hotel also does not have a shop which is a bit annoying as theres no shops within the walking distance.

  • Stayed: July 2012
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Thank mbidani
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WonderfulMorocco, Room Division Manager at Es Saadi Marrakech Resort - Hotel, responded to this reviewResponded August 31, 2012

Dear Mbidani
We have received your comments on Trip Advisor and we thank you for sharing your impressions with us. All comments help us to improve the quality of our service and we are pleased that you have enjoyed the service and staff.
However, we are a bit surprised by your comments about the “racism” of the staff as we constantly receive Moroccan guests from the entire Kingdom and it is the first time we heard that we have been rude to a guest! It would have been useful to hear from you immediately to know who the person was and so we could have given the appropriate disciplinary action.
Regarding the iron, the housekeeper gave you a favor as for fire safety, we do not allow iron and ironing board in the room and offer to take your items to be ironed by us directly.
We would like to inform you that we do have 3 shops inside the resort and should you have asked the concierge or the reception team, they would have directed you to them immediately.
As you may know, even if August is one of the hottest month in Marrakesh the temper ature of 50°C (115° F) is quite unusual, and although our air conditioning system is regularly checked it is meant to work ideally with temperature around and below 42°C (105°F)

We have reinforced training in all departments in order to improve communication and service and we do hope that you will come back visit us at Es Saadi Gardens & Resort.
Warm Regards

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Reviewed May 8, 2012

The beauty of this hotel is the fact that it has been family owned since about 1962, so the staff have experience and know exactly what they are doing when it comes to customer service. The hotel feels very welcoming. The food is good - particularly at the poolside restaurant. The more expensive interior restaurant was a bit touch and go. We had chateau briand, which was frankly a bit of a disaster.

On the whole, I would recommend this hotel to anyone who wants a worry-free break based on customer experience. You can walk to the main square too, in about 15 mins. The hotel is also very good value, quiet and very friendly.

  • Stayed: April 2012, traveled as a couple
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1  Thank Jim043
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WonderfulMorocco, Room Division Manager at Es Saadi Marrakech Resort - Hotel, responded to this reviewResponded May 27, 2012

Dear Jim043,
your kind review is very much appreciated by all of us. While we encourage all kinds of reviews to be posted we certainly love to read about positive and satisfying experiences with the hotel and the services offered. Again, thank you very much for your kind words. Best regards, Laurence Jeanvoine

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Reviewed April 28, 2012

we were alarmed by a vitriolic review and nearly cancelled our booking. In the event the allegedly threadbare towels were good as was the pool service , Allegedly hidden management greeted us in a few hours and we had almost daily chats with one of the owning family,or a service director who all care 100% Some dinners in the Hotel were above 1 star Michelin in quality and we never had anything other than competent, friendly service. We noticed that staff are both cared for and treated properly and were professionally patient with the odd rude customer. Better control of the air con should be planned for. Most staff have some english, some are fluent; english classes for staff are run. The gardens with 50 staff were a delight and the pools just right to use. The adjacent Palace hotel was awe -inspiringly well put together. We had the best hotel stay in years and enjoyed Marrakech's food and attractions

Room Tip: City side rooms don't get much sun. Fine in hotter months.
  • Stayed: April 2012, traveled as a couple
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3  Thank Tom P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WonderfulMorocco, Room Division Manager at Es Saadi Marrakech Resort - Hotel, responded to this reviewResponded May 27, 2012

Dear Tom,
A heartfelt thank you from all my team here at the Es Saadi Gardens & Resort. We truly appreciate you taking time to share your thoughts and comments. There is nothing more energizing than a positive feedback from one of our guests. Again, from all of us here, "Thank you" for your business and the kind review.
Warm regards, Laurence Jeanvoine

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Reviewed April 13, 2012

Really enjoyed my stay at this hotel. It delivered from start to finish.
The rooms were large with a lovely view over Marrakech. Clean, tidy with the use of robes to visit the spa and pool. It was very quiet and we never heard anything from the casino or nightclub.

The spa is really good value and its wonderfully relaxing. I had a Turkish Bath with black soap scrub and a full body massage. I would recommend using the Spa as the treatments are good and a lot cheaper than in the UK.

The hotel is in walking distance of the main square but I would recommend getting a taxi (Check with hotel how much taxi should be as drivers like to make up prices) The hotel will arrange taxis, tours, guides and exchanging money.

Breakfast was good - choice of hot and cold items. When you relax by the pool you are offered oranges from the trees around the grounds of the hotel.

I would love to go back to the Es Saadi again!

  • Stayed: November 2011, traveled with friends
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2  Thank VirtueFor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WonderfulMorocco, Room division manager at Es Saadi Marrakech Resort - Hotel, responded to this reviewResponded August 19, 2012

Dear Virtuefor
your kind review is very much appreciated by all of us. While we encourage all kinds of reviews to be posted we certainly love to read about positive and satisfying experiences with the hotel and the services offered. Again, thank you very much for your kind word

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