This is one of the places i have stayed and feel uncomfortable when it comes to rating it. The reason is that we had a great time (amazing room, great service, beautiful ambience) but the service and treatment we had while checking out disappointed me. Let me start with the positive ones:
Our suite on the first floor was amazing. Beautiful decor and really every single detail was super! Mattress was comfortable. We needed to use the split unit for heating in the evening as quilt provided is not enough for the winter nights.
Service was excellent throughout and friendliness of David and the woman in charge was amazing. Breakfast was really good having it on the terrace and really cosy! Personnel also was very attentive and we thank them so much. They made us feel at home.
The riad common areas are typical Moroccan style with wonderful tiles and patterns, plenty of plants and colors creating an ideal atmosphere for enjoying Marrakech!
Wi-Fi was very weak. In our room we could see the Wi-Fi signal from nearby riads in but not from our Riad itself. This is though not the issue that makes me award it with 4*.
Our main problem and we were sad to face, since everything was perfect during our stay was during checking out. Our flight was cancelled and we notified the Riad for the change in order to cancel the taxi we booked for the airport in the morning. I asked them what was the time to check out and they were very strict on the 10 am without even giving us a possibility of 1 or 2 hours more of extension. At the day of our departure we noticed that the Riad was almost empty (we use dot see the other guests during breakfast on the terrace so you could realize how many people were staying at the same time). I understand that maybe our room was occupied after us but the reply I got when I asked about what time we should leave after the flight cancellation was very sharp. Our new departure was arranged for the afternoon so normally we would leave the Riad by 13.00 for the airport. We set a new taxi for 13.00.We checked out at 10.00 am and we returned at 12.45 at the hotel to pick our things and leave of the airport. At 13.00 the woman in charge (which we liked a lot during our stay) told us that we have to pull our suitcases ourselves until the gate of the Medina to reach the taxi because the porter of the hotel was at the mosque for the mass. I have to note that when we arrived the first day, the Riad provided a porter to carry our suitcases from the taxi to the hotel. We found it awkward that it was impossible too have somebody to help us because while pulling our suitcases in the Medina, until exit the gate (it's around 400 meters away) we saw other porters on the streets!! The problems didn't stop there though. We arrived at the gate and we saw much police and the roads were closed; no taxi was waiting for us as agreed. There was a royal visit at Marrakech this exact day for an inauguration of a museum thus they blocked certain streets for the visit and security. The Riad never informed us about this although 2 days before we asked at the breakfast if on the day we are leaving, being a Friday, there would be much traffic on our way to the airport. The reply we got was well, it's always the same in Marrakech. Seeing no taxi at the gate and trying to spot it with no result we called back the Riad. They told us that the taxi was waiting for us at the Ensemble Artisanal, 400 further (!!) so we had to pull our suitcases there in order to get it. We arrived at the Ensemble Artisanal walking on the crowded pavements (people waiting for the King)l but again no taxi was there. We were afraid of missing our flight for the moment. We contacted back again our Riad and told us we had to walk back towards the medina gate. The taxi was there and finally got in. We found this such a messy coordination and disrespectful for us as guests. The Riad knew or should know of all these occurences (porter arrangement, King's visit, blocked roads) and be more helpful with its guest. Really a drawback in the end because this prevents me from rating the hotel with 5 and left us with a little bit of bitterness.
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- Also Known As:
- Dar Mouassine Hotel Marrakech