I regret to inform you that my experience at the hotel was not pleasant at all. I had quite a few disappointing experiences, mainly due to the staff very unprofessional and unfriendly.
First of all the housekeeping had the bad habit to move all around the personal items in the room, having saw this for 2 days in the row, I decided to leave the “do not disturb” sign in order to not having my personal belongings touched and moved (ex. I bought some honey in a near supermarket and left on the desk, she decided to put into the fridge!!!).
I had a massage at the Spa, it supposed to last 30 minutes, but after 20 minutes I was already in the changing room……
One night I was dining in the restaurant and as none of the waiters were coming for the drinks, I went to order it to the restaurant manager was standing in the restaurant. He asked to change table as the one I was sitting was reserved for a group. On the table there was no reserved sign and before sitting we asked to a waiter if we could sit anywhere and he said yes. Above all, I was in the middle of the dinner, how can you ask a customer to move while they are dining. How rude!
The day before the departure I had to make a phone call to reconfirm my transfer, called the receptionist from the room she said I had to go to the reception to make the phone call, never happen before that you cannot use a phone from a room. Once at the desk, while she was dialling the number requested she interrupted to speak with one of her colleagues and answer few others phone calls.
The check out: the worst check out I have ever experienced in my whole life: I worked in a 3* and 5* hotels in London and I am currently a sales agent for luxury travel. I personally travel at least 4 times a year and I have never ever had such a nightmare of check out.
I booked through an agency, half board pre paid. Now, all people working in a reception in a hotel should know that half board includes breakfast and either lunch or dinner.
But at check out they tried to charge us for the breakfast because according the receptionist the breakfast was not included as it was not written in the voucher for half board given to them from the agency. They keep saying “wait 2 minutes”….. (none of them speak fluent English, another aspect inacceptable if you book a 5* hotel).
I asked to speak with a manager and a lady introducing her self as a guest relations was reading the voucher and she couldn’t find the specification of the breakfast. I had to explain her what Half Board means???!!!! Pretty piety for a staff working in a 5* Hotel. Very poor service, unprofessional and unfriendly. After the argument no a single apologies was presented, they just said “it’s ok”. Was this due to a lack of English, a lack of polite manner or a lack of customer service ? Well, it is not what you expect from booking in a 5* Hotel.
For sure to none of my family, friends and clients I will recommend this hotel, such a shame! What a bad advertising for your property! To improve I really recommend you to train your staff properly about the job they are doing and a bit of knowledge of English would not be a bad idea.
I have read many bad reviews about the staff and unfortunately I had to agree that due to this you are risking to loose a lots of business due to the bad service and lack of customer serviced offered by reception.
- Palm Plaza Hotel Marrakech
