Fabulous hotel in lush green well-kept surroundings. Facilities adequately 5*, reasonable selection for breakfast, lunch and dinner. If you're expecting 5* service then think again! It just doesn't happen there. The spa and gym doesn't open until 10am - if you're lucky. If you're just as lucky there might be someone at the spa reception - but don't expect a welcome or any interest - in fact it looked like we were interrupting what should have been a lazy day slouching on the reception sofa for the receptionist - she wasn't happy. Then we found the Jacuzzi - don't expect to be shown around. We were the only people in the spa apart from the receptionist and 2 other female masseuse - we walked in on them - one lying on one of the sofa's in a waiting area the other slouching over a treatment table - after a hard day's work? I fear not - this was at 10:30am. We were then told we could not use the Jacuzzi as we had to make a reservation - a reservation? We were the only people there! We also later found out that you have to pay to use the Jacuzzi! Spa advertised as 24hrs - open from 10am until 11pm – work that one out.
If you want anything don't expect to be served - you have to go and get it yourself or go and ask someone. No one to greet us at the front door on arrival - the only one of the 5* hotels on the way including 4*s where this happened. We asked for a map of the enormous grounds at reception as the hotel advertises a jogging route - nice? Forget it - no map and no idea what jogging route we were on about.
All inclusive? Expect to be tagged with an immovable plastic “bracelet” - shame they couldn't just give you an ID card. Coke Zero in a can - expect to pay - out of a bottle - part of all inclusive! Another nice touch is the opportunity of dinner in the Moroccan restaurant for those on all inclusive. What they don't tell you is the dinner is a limited version of the buffet restaurant - you don't get the choice of their full menu, although this is not advertised - we only found out by watching the only other table, which was sat on the opposite side of the restaurant, given their book of a full menu!
If you’re all inclusive, you will be made to feel as an unwanted guest as you’re not paying the full menu prices. As all inclusive, you can only get a bottle of water at the pool bar or at the buffet restaurant, although all bars and restaurants serve the same bottled water, they will not serve you whilst you're wearing your tag!
Great pool, you won't want to get out once you're in. If you're not fussed about which bed you have, fine. If you're choosy then it's a 6am start to beat the French! Giant umbrellas opened and closed by the pool attendant, when it's time to leave your umbrella will be closed unless you specifically ask.
If you're looking for great service, fantastic facilities and a good standard of cleanliness then this is not the resort for you. We stayed for a week and there were only 2 staff that gave a decent level of service - Soufiane on reception (although there are no details shared or welcome pack to tell you about your stay) and Hassan in the buffet restaurant. Look out for the barman in the black shirt in Le Bar Ambiance (we didn’t catch his name) can only be described as plain rude and extremely unhelpful. Our placemats were stained and unclean and the floor was rarely swept in the restaurant, we dropped some biscuit at dinner and it was still there the following breakfast, the staff would wipe any crumbs onto the floor with their hands and then reset the table, mostly with clean cutlery and glasses. The restaurant staff offer a miserable welcome, tea and coffee are only served when you chase, sometimes you just have to get it yourself and then it might be cold.
It is very clear that the lack of care, etc., comes from the hotel management and spreads down to the rest of the staff. We made a complaint to the reception staff, the general manager was so concerned he sent his Quality Manager rather than himself. We were told that a contributory factor to the awful service was because we stayed during Ramadan, although this wasn’t an excuse.
The hotel and grounds are beautiful, but it is such a shame because the whole experience was ruined by the rude attitude and lack of service from the staff.