Guest User
October 25, 2024
Stayed for five nights, following a long weekend break in Marrakesh. The hotel itself is beautiful, very well presented and extremely clean throughout. Food was great, and with good variety too, we ate in all three restaurants. Rooms were spacious and all amenities available - our room was freshly renovated only three months ago. The reason for only 4 out of 5 stars is the service. The service was frustrating. Some evenings we would be seated for dinner and 20 minutes would pass before we were offered a drink. Or we would order and then be waiting the same duration for them to arrive. The hotel was only around 50% capacity and there seemed to be more staff than guests, but most of which just stood around and glared at empty plates that needed clearing or scrolled through their phones. It was almost like each staff member was given a particular job (floor sweeper for example) and should you ask them for something that wasn’t part of that role, you’d be met with a blank expression, or told to ask someone else. We wondered how an earth they coped when the hotel was at capacity. Another issue we encountered during our stay was the understanding of ‘half board’ in the a la carte restaurants. You’re given an allowance of 380mad per person (which is plentiful I may add), but each night were expected to sign for the bill without this deduction from our food total. Again, such a frustrating matter. We mentioned this to one of the managers at the reception, fearing that when we checked out we would encounter the problem again, but thankfully on check out this had been rectified. Such a shame that the service tainted our view of this hotel, as stated previously, the hotel itself is stunning and well maintained throughout.