Beautiful riad, poor customer service
Posted Nov 19, 2015 on Hotels
Our first 2 nights were in Touaregs, a large, clean room, well worth the price, but a bit noisy. We left for a 3-day tour & then returned for a final night at the riad. Sindibad is a small 2nd-floor room that smelled of mold, but it was quieter.
We changed our original reservation through hotels.com, but when we arrived we accidentally paid for an extra night. When we realized our mistake, we asked Barak for a refund. He said he "didn't get any email from hotels.com"; we provided the confirmation emails to show we had made the change in advance. Barak simply shrugged & never offered up a solution. Eventually I asked if we could have a dinner at the riad to compensate the overpayment. Thankfully Barak agreed.
The evening prior to our tour, we asked Youssef if we should do anything to ensure we could have breakfast before we left at 8am. He said to just come downstairs whenever we were ready. At 7a no one was to be seen; at 730 we decided to go into the kitchen ourselves & found some bread & butter. The noise seemed to have woken Barack up. He didn't offer anything. We asked for some jam & juice, which was provided the prior morning. He replied with "breakfast service does not start until 8." We told him we had informed Youssef of the situation; he gave us the requested items.
More customer service blunders ensued; we never asked for anything out of the ordinary. Barak's poor service was to the point where we'd recommend staying elsewhere to avoid the frustration.