Overpriced, overpitched, underwhelming
Posted Feb 1, 2016 on Ebookers
Starting with the staff, we experienced two extreme levels of service on one end really good, polite people to the other hand being deliberately rude and unhelpful. One experience was almost having an argument following a request to change our food order having ordered only two minutes before. The second was reception hanging up on us when trying to order room service. The holiday was nicely finished off with the receptionist failing to book a taxi after firstly telling us they would do so, and also confirming that this had been done. They then had to hail one so we could make our flight. I paid extra money for a superior suite, when we arrived we were put in a standard room which was somewhat underwhelming when I had paid the extra money to have that something special. The cleaners came whenever they wanted to and there was no certain time. The plug in the bath wasn't at all effective so we couldn't have a proper bath. We will be exploring some sort of refund for the difference in the cost of the room. The room key also did not work whenever the cleaners had been as it cancelled our own key and we had to go all the way back to reception to have our room key reactivated. The pool was freezing cold, and the pigeons of Marrakech used the pool as a wash place. There were limited places to sit around the pool and every single sun lounger was in the shade. The food was absolutely amazing and the aqua plaza restaurant is such a nice place to eat. However, some of the staff made us feel extremely unwanted in the hotel. And this included the restaurant staff. The drink options was extremely limited too. Going back to the rooms, the signs had been changed from please come in, to please stay out and they had not cleaned our room. We felt as though this was because they did not want to. Would not recommend this place and we look forward to hearing back from the hotel.