Royal Mirage Deluxe Marrakech

“Excellent location within walking distance (middle) of old town and new town!”

Stayed in the Junior Suite, very large room, very clean. Staff were friendly and had a very large pool and spa which was reasonably priced. Tv was poor, remote not working and not all channels were working. WiFi vouchers a silly system, had to go back to reception several times as codes on vouchers… more

Stayed in the Junior Suite, very large room, very clean. Staff were friendly and had a very large pool and spa which was reasonably priced. Tv was poor, remote not working and not all channels were working. WiFi vouchers a silly system, had to go back to reception several times as codes on vouchers given didn’t work.

less

“Front Desk Staff Performance Lacking.”

To be clear, I’m writing this review to encourage you to improve your customer service. My experience at this hotel was horrible, despite efforts to rectify it. The front desk manager was professional and accommodating, but that wasn’t enough. First of all, my wife and I arrived after an eight-hou… more

To be clear, I’m writing this review to encourage you to improve your customer service. My experience at this hotel was horrible, despite efforts to rectify it. The front desk manager was professional and accommodating, but that wasn’t enough. First of all, my wife and I arrived after an eight-hour flight and a four-hour train ride, exhausted. We booked through Booking.com and paid at the property around 11 AM, requesting an early check-in. We understood that the regular check-in time was 3 PM and that the rooms were full, but keeping us waiting until 4:30 PM after we had completed the payment was tough. When we finally received our room key, we found that the room was already occupied by someone else. This was not only unacceptable but also showed a serious lack of experience. What if my wife had been changing clothes when someone else opened the door? Fortunately, no one was in the room when we entered, but we saw someone else’s clothes and amenities. The staff apologized, saying it was a mistake, but this was a terrible experience. Additionally, we had booked a room with a view of the main street, but were given a room facing a wall. This was also unacceptable. I stayed for one day and left the hotel. I’m referring to the staff working on June 11, 2024, between 11:30 AM and 4:30 PM. After expressing my dissatisfaction, I decided to check out and request a refund. It was only then that the manager offered an upgrade, While the hotel facilities were nice and some staff members, like the massage therapist, and Moroccan hammam were professional. the overall experience was disappointing.

less