Sasha Wilson
When we first read the reviews for this hotel after booking, we were slightly skeptical how our holiday was going to be, but after spending 9 amazing days there all we can say is how amazing it was. The cleanliness, entertainment & entertainment team, the food, the lifeguards, the receptionists, everything was more than we could have asked for!
From the moment we landed in Marrakech the holiday rep at the airport saw how tired we all were and got us a taxi, free of charge as we were still waiting for others for the official transfer.
As soon as we arrived the receptionists were nothing but lovely, telling us things about the hotel, and took us and our luggage in buggy’s to our room even helping us bring them up.
The hotel as a whole is constantly being cleaned and maintained, making it feel luxurious to stay in.
A few of us from our family are fussy eaters but there was always, every meal, something for us all to eat, and for the ones who aren’t fussy there was so much variety and taste in everything. Although it was repetitive a lot of the meats did change every night as well as the pasta dishes. Even the staff in the restaurant were lovely, going out of their way to get things for us, carrying plates and as well as everything being clean and cleaned 24/7.
The room every day was clean with fresh towels and beds made, with even pyjamas and blankets folded nicely every time.
The entertainment shows were repeated weekly but every show was very good and fun to watch and the entertainment team, especially our bestie’s Yoyo, Speed, Walid, Aya and Maria, every single day and night were brilliant with us, making us feel very comfortable and overall just making our holiday even more enjoyable!
There was two incidents by the pool where the lifeguards dealt with instantly with so much care as well, they were all brilliant with everyone there especially playing with kids near and in the pool and being overall pleasant people!
We even made such good friends with other families on this holiday and even ones where we have said about coming back to this hotel next year all together!
Yoyo, even came to the reception on the last day when our transfer to the airport was outside to say a last goodbye which was the sweetest thing ever.
Although not every stay can be as brilliant as ours DO NOT let bad reviews put you off! We have created memories and friends for life and can’t be more grateful for everyone who had contributed into making our holiday the best ever!
Next year we cannot wait to come back!
Mikayla Shelton
Me and my partner had the most wonderful experience here!
- Staff were incredibly kind and always greeted us with smiles.
- Food was honestly incredible, above and beyond what I expected. Everything I ate was delicious and so many options.
- Entertainment was so varied and entertainers were so friendly and talked and joked with everyone. There was at least 10 different activities you could take part in per day.
- The gardeners and landscapers kept everything immaculate and the plants were beautiful.
- Life guards were friendly and very helpful and there was always 2 on duty at each pool.
- Bar staff were super friendly and many options for drinks
- Spa was so amazing we came back and did a second treatment. We did a hot stone massage and seaweed scrub and both times were super relaxing.
- Room was lovely and clean and had everything we needed including a fridge.
- Receptionists were kind and helpful, there were some customers who were rude, but the receptionists were very professional.
- We went on 2 excursions to Ourika valley and Desert stay overnight and both were amazing and very affordable.
Overall we had an incredible time and had no negative critiques. The negative critiques about being charged on arrival are unfair, as it is a tourist tax everyone must pay. Negative critiques about paying for towels are also unfair as it is merely a deposit you get back at the end. Please give our thanks to all the staff who worked tirelessly to make our holiday so magical!
Samee
My experience in this so called, “4 star” hotel was horrible from start to finish. There literally isn’t anything good to say about it all. What was meant to be a relaxing break, was just an unenjoyable experience as a whole.
The check-in begins at 3:00 PM, which is fine as it’s the hotel policy. However, there was absolutely no hospitality while waiting nearly three hours to check in. No refreshments were offered — not even a glass of water — and the front desk staff were rude, dismissive, and showed little interest in helping guests.
The food was bland and dry. Chicken and beef/lamb was always overcooked and barely had any flavours. I understand that food is not allowed outside the canteen, but I tried to take two pastries in a tissue for my brother, who was unwell and couldn’t come downstairs. The security guard stopped me as if I had committed murder. When I explained, I was told to inform reception — and then was sent to the nurse instead. All this, just for two croissants. Completely unnecessary.
As for entertainment, there’s a YouTube video playing on a big screen. Out of the 7 days I was here, there were people on the stage entertaining once. It’s laughable for a 4 star hotel to have a video playing on a big screen.
The shower stopped working during our stay, and when we reported it, reception said many guests had the same issue and they were “looking into it.” For a supposed four-star hotel, having no running water is unacceptable. The room itself was very dated — the television was tiny, the furniture looked old, and even the toilet roll holder was broken. There were no complimentary water bottles in the mini-fridge either so be prepared to stock that yourself. Also, there are no irons in the hotel and you have to pay to have a kettle.
The Wi-Fi was painfully slow and unreliable. It will hardly ever work, and when it did, it was the slowest thing ever. As for the pool, guests are required to pay for towels — there are no towel cards, which most hotels provide. Even basic sports activities required cash deposits, which was inconvenient and unnecessary.
This stay was far from enjoyable. The service, facilities, and general upkeep of the hotel fall well below four-star standards. With unhelpful staff, poor amenities, and outdated rooms, I would not recommend this hotel to anyone. It urgently needs improvement in every area before being considered a true four-star establishment.
A A
Hotel customer service is extremely poor, the check in is strictly at 3pm and they’d not budge even for 5’ no matter what, but they’re absolutely ok to provide poor service and still charge the full amount! They charged 10 dirhams for a lost card at the time of exit, which Ofcourse they didn’t mention at the time of issuing it and when questioned, they mention it’s written in the guest book which we never even saw in the room! The water supply in the rooms is completely unreliable- last 2 days we were there, it went off for over 4 hours with no indication on when will it come! When we threatened to leave the hotel, magically it appeared within a minute! There’s something doggy about all of it and I would not go back again, felt actually glad we were leaving due to this whole ‘lack of water’ mess. When complained to the manager, he cites “force majeure” - they need to understand the definition of it before citing nonsense. The support staff (men) seemed too touchy feely with women with not much respect to private space which is uncalled for- they should know how to behave in a resort with international tourists. Food seemed alright but like other reviews very repetitive and certain hours of the day you won’t get all of the menu. There’s a massive issue with wasps and flies - I’m surprised they don’t do anything about it. The wasps don’t let you sit peacefully and the flies are always around you. The room cleaning service is fully unreliable - ours cleaned at 1130am one day and after chasing came at 530pm the next with no toilet tissue left! We had to call multiple times to the reception to get some! Once the cleaning staff came to our room at around 1130am and said she’d come back in 5 minutes but never turned up after hours! After repetitive reminders to the reception and the cleaning lady on the floor, she finally turned up around 6pm! For us, the soap dispenser didn’t work for which we were later provided with additional soap. On the brighter side, the October weather was lovely which Ofcourse is nothing to do with them. Net, I would recommend a trip to Marrakesh but not to this place for the reasons noted above.
Bav 83 (Bav83)
⭐ 1 star
Honestly one of the most disappointing holidays we’ve ever had. Not because of the facilities or entertainment team; who were all very welcoming and pleasant enough, but what should’ve been a relaxing break turned into constant stress thanks to hidden charges, rude reception and 'customer service' staff with ridiculous hotel policies enforced like a detention centre.
From the moment we arrived, it felt like we were an inconvienience and being taken advantage of. Towels required a cash deposit in local currency only, losing money on exchange rates — and you can’t get it back in the same currency. Towels could only be changed STRICTLY every two days. There was also a tourist tax at check-in with an extra £20 per person just to ENTER the hotel early (NOT TO GET THE ROOM!). Meanwhile, even though we had to check out 7 hours early - no sign of any flexibility or refund for this lost time so only works one way!??
When a towel was stolen, the lifeguard and security were reassuring and helpful and said we wouldn’t be charged and to go to reception who would as any reasonable hospitable hotel would replace the token we need to get another — but of course here yet again reception were immediately dismissive and unhelpful, telling us to speak to customer services (who by the way only operate at limited times). When we eventually got to speak to them there was Not even the smallest gesture of goodwill to replace and even gave us the suggestion of reporting it to the police!!
The hotel’s rules were just as frustrating. I was stopped by security for taking a few cold baguettes from the waterpark to my kids, treated like a criminal with no explanation at all. And to top it off, one day there was no running water for six hours — no toilets, no showers, no handwashing — a massive hygiene issue that was never acknowledged or apologised for.
The reception staff’s contempt and total lack of flexibility ruined what could’ve been a lovely stay. The location and facilities had potential, but poor management and customer service completely destroyed the experience. Would never return — and wouldn’t recommend this hotel to anyone until serious changes are made.
Since original post I have emailed all this feedback asking for a response abs suprise suprise have been ignored and am still awaiting an acknowledgment let alone a reply! - says it all really.
My Booking
