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“Fantastic property and facilities, a few service issues!” 4 of 5 stars
Review of Palais Aziza & Spa

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Palais Aziza & Spa
Ranked #62 of 504 Hotels in Marrakech
Certificate of Excellence
Lisbon, Portugal
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Fantastic property and facilities, a few service issues!”
4 of 5 stars Reviewed October 15, 2013

They have clearly spent a lot of money on this hotel. The rooms are nice and modern, as is the pool. Hamam and gym immaculate. For the price you will not be disappointed with the facilities. The reason i have not given a 5 star rating is that the service was not quite right for a 5 star hotel. Since the hotel had a very low occupancy i felt that rather than offering free privileges and upgrades (which they could have at no extra cost to them), there was a slight desperation and attempt to squeeze as much money out of the few customers that were there. For example the lady at reception before showing us to our room we had booked, showed us to a large suite, and engaged us into a barter to upgrade. Since i didn't care about the room size i refused, however she insistently then offered us another room with a pool view (and twin beds!!), once again at an increased price. I found this slightly unprofessional, and more the kind of stuff that goes on in the souk in town, rather than at a 5 star hotel!! The bar man was pretty slow as well, and they spent most of the day pretending to tidy/ clean stuff that didn't require it. Given the occupancy once again i felt they could have been more attentive/ generous. That being said all the staff were nice when they weren't procrastinating, and breakfast/ food/ drinks in general were pretty good, and understandably expensive. They were also quite stingy with the hotel car and facilities. For example i asked if them on two occasions if we could use it (once for just a 10 minute drive to nikki beach, second time to the airport.) On both occasions i was refused which i felt was slightly unnecessary given i would have happily paid, and the car was there. They also charge to take out the push bikes, which is pretty sad!! Taking everything into account though, Mosaic palais aziza is a great retreat, and if they ironed out the niggles, which they could with a slight adjustment in management style it would be pretty much the perfect retreat for a long weekend in marrakech.

  • Stayed October 2013, traveled as a couple
    • 3 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 5 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 3 of 5 stars
      Service
Helpful?
Thank lisbontraveller1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MOSAIC P, General Manager at Palais Aziza & Spa, responded to this review, October 21, 2013
Dear Sir,

We would like to thank you for having taken the time to write your candid opinion with regards to your recent experience at our property.

It is important to highlight that: at Mosaic Hotels, everything is centered around our “ Valued Guest” and we always strive to deliver attentive personalized service,

We take all guest comments and complaints on board, analyzing them and improving our processes as we judge those comments to be opportunities for us to improve.

After having personally looked at your comments and investigated it with the team, I am pleased to list hereunder the following :

The Mosaic Marrakech currently runs and publicizes a complimentary shuttle service to the city center twice daily upon prior reservations and at certain specific hours.

As a matter of fact our reception team is empowered to make exception, however they also take into consideration our limited resources of vehicles and drivers, we proceed be delivering our promise, by this we mean that we offer all services written with consistency, and only if we can we expand such a service.

Here, it is important to highlight that not all the Luxury Boutique Hotels in Marrakech’s Palmeraie offer a free shuttle to town, moreover increasing the frequency of the said and making it “a la carte” based on guest request, would mean that hotel would need more resources on standby, there is also the fact that offering more frequency or sort of on request vehicles when occupancy is low, would certainly cause us issue if and when the very same guest comes again during high season and we are obliged to refuse due to our limited resources, The said guest being a regular guest would simply not understand this non consistent service.

Hence we prefer be consistent all year round regardless seasonalities, this is perhaps a side of the situation that you might have not been aware of, let alone the costs and the investments needed to cater for an a la carte free shuttle service, especially in consideration of the reputation we are building in giving luxury yet with value for Money in comparison of the same level of service and hotel product.


With regards to the room allocation, it is a common practice in hospitality to (propose) an upgrade upon check in and this at a difference in rate, to justify not only the size of room or suite but also the various extra amenities in the said higher room category. At Mosaic Hotels we offer a Bar Set Up ( with 3 Bottles of Whisky, Vodka and Gin) in each Junior Suite, hence giving a free upgrade would be difficult.

We have naturally taken your comment on board and are now reviewing it to ensure that it does not come across as hard selling from our reception team.

Worth mentioning that we very frequently conduct pricing surveys in the markets in which we operate hotels, and in the case of Marrakech I can assure you that our Food and Beverage prices are indeed in line with the competition of the same category, meaning the luxury boutique hotels, in fact we are rather on the low side, especially when one considers the quality of the culinary experiences that guests experiences in our restaurants, here It is worth clarifying that in Middle East and North African Countries there is a high tax on (alcoholic beverages) which obliges the hotels in that part of the world to practice the current prices in the market and which are substantially higher than in Europe. And again here in comparison to our competitive set we are very much in line and always on the lower side of the spectrum.

Once again, I thank you for your comments and look forward to the pleasure of welcoming you in the not too distant future, once you decide to book again, please contact me or my personal assistant in person and we will be happy to consider an upgrade to the next category and where you also experience our new season menus in both Maroliano and La Pergola

Your sincerely

Karim El Ghazzawi
President & CEO
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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327 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (87)
Date | Rating
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English first
London, United Kingdom
Level Contributor
9 reviews
4 hotel reviews
5 of 5 stars Reviewed October 13, 2013

We stayed for a long weekend here with friends and everything was excellent . Beautiful gardens very friendly and efficient staff . There is a 4 wheel drive Land Rover which you can book to take you to play golf or to the main city the driver was charming and very helpful..We ate dinner here twice and both meals were very good as were the lunches and breakfasts.

  • Stayed October 2013, traveled as a couple
    • 4 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 5 of 5 stars
      Sleep Quality
    • 4 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Helpful?
Thank clare r
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
london
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 stars Reviewed October 6, 2013 via mobile

A very enjoyable stay. Lovely, relaxing and clean hotel. Staff we're amazing and extremely accommodating for our 1 year old son. They were very happy to serve our meals on our balcony when our son was in bed asleep. Happy to adapt menu choices for our little boy. I would definitely recommend and would love to come back for a girlie weekend. A special mention must go to ADIL who was excellent to all of us (especially our son) from the minute we arrived to the minute we left... Thank you ADIL especially from Jamie (crosses arms :-) )

Stayed October 2013, traveled with family
Helpful?
1 Thank linzjmitch
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
31 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
4 of 5 stars Reviewed October 5, 2013

we really enjoyed the stay - the 2 pools were v nice (although the bigger one was closed for cleaning the first 2 days).

the location is good in the "close" (to medina) end of Palmerie. (taxi from medina to the hotel costs 60-80 dirham, 100 dirham from the hotel to medina) - and it takes 20-30 mins depending on the traffic. It was well worth to go into medina for dinner (as food is quite expensive and not very interesting / special in the hotel).

good breakfast buffet with many (not only sweet) choices - which isnt very common there as i understand - in our other hotel in marrakech medina the breakfast was sweet (only).

the room was nice, well appointed, lots of storage space. exit to a small private garden (4x4m) with seats. they had 2 turn down services each day, everything was very clean and nicely arranged - really good effort by the housekeeping staff.

they also had beautifully kept gardens - with palm trees, olive trees and flowers.

all in all, a very good, relaxing experience

Room Tip: we took the standard room - and got one on the ground floor, with a small stone garden, with a view...
See more room tips
  • Stayed September 2013, traveled as a couple
    • 4 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 3 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 4 of 5 stars
      Service
Helpful?
Thank photosnap
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MOSAIC P, PA to General Manager & Communication Coordinator at Palais Aziza & Spa, responded to this review, October 7, 2013
Dear Guest,

We are so delighted to read that you enjoyed your recent stay at Mosaic Palais Aziza & Spa & shall make sure to share your wonderful comments with our team.

We do hope you will choose to come back for a second stay in the near future!

Sincerely,

Khadija Doofi
PA to General Manager
& Communication Communication
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 stars Reviewed October 3, 2013

Mosaic is a beautiful gem in the Palmeraie.
We arrived after leaving our previous hotel when torrential rains hit Marrakech, and the managers and staff went out of their way to make us feel welcome. We were given a top room at no extra cost and they regularly kept in touch with our previous hotel to get our belongings back etc.
The additional personal touches were lovely: I was able to arrange a last-minute cooking class for my husband for his birthday, they added small candles to their delicious chocolate mousse dessert and were happy to make our 2 year-old his favourite sauteed potatoes even though this was off-menu. When my husband was poorly after eating in town, we were given a few natural remedies and the staff regularly enquired about him.
We very much felt at ease there - it's smart but relaxed. You feel that there are no rigid "house rules" - so you are free to have meals in the cosy lounge area full of cushions, which our little boy loved, and pretty much eat at any time of the day.
The staff are all courteous, warm and evidently love children.
Lovely large pools, rough but invigorating hammam experience...the way it should be! And delicious food, particularly the Moroccan dishes: we couldn't get enough of the chicken tagine, couscous and Moroccan salads.
The fact that Karim and Amir are both wandering around chatting to guests highlights how much care and effort they put into Mosaic daily - we felt in safe hands and at home.

  • Stayed September 2013, traveled with family
    • 4 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 5 of 5 stars
      Sleep Quality
    • 4 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 4 of 5 stars
      Service
Helpful?
1 Thank Elsa G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MOSAIC P, PA to General Manager & Communication Coordinator at Palais Aziza & Spa, responded to this review, October 7, 2013
Dear Mrs.Garagnon,

Thank you so much for taking the time to write such a nice review and we are overjoyed that you and your family had such a positive experience with us. We are glad you enjoyed all our facilities.

We hope to have the opportunity to provide you with another extraordinary stay the next time you visit Marrakeh!

Sincerely,

Khadija Doofi
PA to General Manager
& Communication Coordinator
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Aberdeen, United Kingdom
Level Contributor
8 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
5 of 5 stars Reviewed October 3, 2013

The hotel is beautiful. We stayed here for two nights at the end of our Moroccan trip. We were collected from the riad we had previously been staying in and driven there. We were given a refreshing drink, while we signed our paper work.

We ate in the hotel both nights there was a large choice and the staff were very attentive.

During our stay there didn't seem to be many other guests there, for me I enjoyed that and it added to the relaxing atmosphere.

The only slight downfall came when we checked out. I felt it took a long time, which involved refunding and recharging. A few phone calls Maybe because it was early in the morning.

  • Stayed September 2013
    • 4 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Helpful?
1 Thank 834146
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MOSAIC P, PA to General Manager & Communication Coordinator at Palais Aziza & Spa, responded to this review, October 7, 2013
Dear Guest,

Thank you for taking the time to write us a review. We are glad to know you enjoyed your stay with us and that our staff were attentive to your requirements.

With regards to the check out, we are auditing our Front Office Department to ensure a smooth and a quick check out.

We hope to welcome you back to your home in Marrakech, Mosaic Palais Aziza & Spa!

Sincerely,

Khadija Doofi
PA to General Manager
& Communication Coordinator
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
North east England
Level Contributor
20 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
3 of 5 stars Reviewed October 1, 2013 via mobile

This hotel is stunning to look at. Standard rooms are nice. The bar manager is lovely and makes great cocktails. Restaurant food is only OK and I felt it was over priced. There are some small problems such as no outside lights at night meaning you have to feel your way to the bar and can't really sit outside. Lack of ambience due to not many guests but the main problem we had was £50 cash being stolen from my suitcase which was locked In our room on the day we were leaving. This in its self is not great but to be then told that the manager was unavailable and that he would contact us by phone or email was annoying to say the least. We have not heard from the hotel since even after several emails from ourselves. 5 star service? I think not!

  • Stayed August 2013
    • 3 of 5 stars
      Value
    • 3 of 5 stars
      Location
    • 4 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 3 of 5 stars
      Service
Helpful?
1 Thank smally1980
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MOSAIC P, PA to General Manager & Communication Coordinator at Palais Aziza & Spa, responded to this review, October 2, 2013
Dear Guest,

Thank you for taking time to share your experience following your stay with us. We take every guest's comment as an opportunity to improve.

You have mentioned in your review that you have sent us several emails. We have not received any ?!

My name is Khadija Doofi, am the Personal Assistant to the General Manager, my email is : execoffice@mosaicpalaisaziza.com. Kindly advise us your contact details and your phone number. Our General Manager would be delighted to call you in person.

We look forward to hearing back from you.

Sincerely,


Khadija Doofi
PA to General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Palais Aziza & Spa

Property: Palais Aziza & Spa
Address: Mejjat 3/38, Cercle Ennakhil, Commune J'Nanate, Marrakech 40000, Morocco
Phone Number:
Location: Morocco > Marrakech-Tensift-El Haouz Region > Marrakech
Amenities:
Bar / Lounge Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #62 of 504 Hotels in Marrakech
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Palais Aziza & Spa 5*
Number of rooms: 28
Official Description (provided by the hotel):
Conveniently close to the beating heart of the imperial city, Mosaic Palais Aziza & Spa, discreetly nestled away in the heart of a green oasis located in the most exclusive recess of Marrakech's palm Grove "La Palmeraie," it is an elegant and serene haven of luxury and simplicity. This five star deluxe boutique hotel offers richly appointed guest rooms, suites, pavilions and garden villas tucked away in 5 acres of lush gardens planted with fruit and palm trees and lined with flower beds tastefully laid out around patios and pools. Harmoniously blending traditional Moroccan architecture with state of the art amenities, attentive service and outstanding facilities created to seduce the discerning traveler. ... more   less 
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