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Reviewed 25 November 2013

I am from England and I went for holidays to Palais Faraj Suites and Spa with my family during the month of October. I can say that the service,food and the team working there is EXCELLENT!
The room is clean and very comfortable. I STRONGLY reccomend this hotel to everyone! Will surely come back soon!

  • Stayed: October 2013, travelled with family
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Thank YudSoobhug7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 24 November 2013

This Hotel is in a great location with exceptional views.Very friendly staff wanting to be helpfull but lack of experience or training(not sure) makes it frustrating. examples are, linen delivered in wrong room, wifi not working except the lobby....etc

Stayed: November 2013, travelled with family
1  Thank Andre D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 November 2013

I would like to say a very big thank you ,especially to MR KHALED SOULI, as he has made my stay

so special and the suite was so well organised and the decors was awesome. since i come from a long way from australia, they really made my stay special. big thank you to all your team. I shall come back soon. Forgot to mention the sublime Moroccan cuisine and all the luxurious services.

Room Tip: La suite 21
  • Stayed: November 2013, travelled solo
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Thank sharon s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 October 2013

Upon arriving at the Palace your breath is taken away by the beauty of the building, from the ornate entrance to amazing courtyard and interiors, and especially the original cedar wood library.

We were upgraded (a very nice surprise) without asking, and the receptionist / concierge (with spectacles) was very very good. Couldn't be more eager to please or to assist you in setting up excursions, restaurant bookings, and also amazingly keen to hear your experiences when you arrived back from your outing. Top class.

Spa treatments and set up is also superb, although receptionists speak little english. Always a great treatment and a very good black soap scrub and hammam. We bought lots of goodies to take home including their lovely bathrobes.

Ok so the not so great details (sorry never like to be negative but this was outrageous):

- the Manager that everyone raves on about on here was awful. He ponced about in his shiny suits, barely managed to eek out a 'good morning' or 'good afternoon' and whenever asked to help with anything managed to slopy shoulder the responsibility on to someone else.

- the rest of the main reception staff (except lovely young guy with spectacles) were atrocious. No request or minor question was treated with any respect or any immediacy in carrying it out. They might aswell have been on holiday too !!

- the pick up and drop off from the airport were very prompt, and be aware you will be strapped in to a formula one race everytime you get into the hotel grande taxis - they will swerve through traffic and near miss head on collisions for fun. Joy!

- restaurant staff on the whole were good at breakfast time, for dinner (in what is supposed the second best restaurant in Fez) was terrible. First they stepped on my wifes feet, then bashed her chair, then dropped her bread roll and proceeded to pick it up and put it on her plate !! Then when we asked to split the bill with another room we dined with (half and half) there ensued a half an hour debacle of fawlty towers proportions where nobody new how to work the computer / bill / and there was a lot of shouting and finger pointing - in front of the hotel owner...

- .....which leads me onto the hotel owner - who was there everyday for most of our stay except for the Eid days, where he promised there would be a celebratory feast for breakfast and dinner. Was there? Nope. Nicht. Nada. Nothing. He witnessed all these debacles and did nothing to assist.

- The final nail in the coffin - the hotel bill. We asked four times during the week to see the bill and four times they failed to deliver, until the night before departure we sat at reception and refused to leave until they produced a bill. We were leaving at 5am the following morning and didnt want to check a one hundred line bill at 430am! So they produced a god awful fuss and argument about getting a properly printed off bill for us - and even though we had paid for the rooms in advance with Booking.com - they still put the room rate on the bill, and also messed up almost everything else, then their printer broke, then they managed to have a stand up row with another customer who also wanted to see the bill.....it was beyond fawlty towers and now a mockery - 5 star hotel and service - no chance !!!

Overall if you want an amazing location, beautiful building, one very competent receptionist, some amazing spa treatments, and a whole headache of other abysmal service levels - stay here.

Bon Voyage.

  • Stayed: October 2013, travelled with family
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1  Thank Londoner_Michelin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
palaisfaraj, Responsable relations publiques at Palais Faraj Suites & Spa, responded to this reviewResponded 13 November 2013

Dear Guest,

We thank you for taking the time to write your review.

Nevertheless, we were shocked by your comments as far as all our team including the manager confirms that you where satisfied until the last day. And that no complaint has been formulated during your stay.

He also doesn’t understand how you can accuse him of not taking the time to assist you while he personally helped you to have a doctor in the hotel during the Eid which is the greatest celebration holiday in Morocco.

You also confirm that you have met with the owner, but no complaint was formulated. Instead of that you talked about the Eid celebration where It seams that there is a misunderstanding as far as he told you that the ritual of Abraham’s sacrifice takes time at the moment of the breakfast, and that after that there is a special meal at the time of Lunch, (not dinner) which was true as we served Eïd special skewers at lunch time, you replied that the sacrifice is not something that would interest you...

We also checked about your complaint concerning the bill :

The receptionist with spectacles confirmed that you asked for the bill on Thursday to have an idea about it and that he delivered it to you. That was 3 days before your departure on Sunday.

The day before your departure, which is Saturday, you also asked for the final bill and you could get it before 4pm. You finally paid it at 10pm.

It is also unthinkable that a waiter will take a piece of bread from the floor and put it back on the plate even in a 2 star hotel. So if it was the case why have you waited until you left the hotel to complain about it?

We are sorry to see that something has changed your mind so radically about our hotel just before the departure. We admit that we had a problem with the printer and we are sorry for it but these things happen everywhere and it is not a reason to attack our hotel the way you did.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 September 2013

This is one of the best hotels in town but it could become better. I have booked the Deluxe suite including breakfast. What a pity that at the entrance the doorman was not behaving very well. He was talking to a man in a very relaxed position with his arms at his head and crossing his legs.
So we have cared about our luggage ourself. The hotel has a swimming pool and it looked clean. Staff is caring about the pool. The room itself was very spacious and has a size of about 55 sqm. But what a pity there was a mouldy smell in the room. There are 2 bathrooms with separated toilets, bath tubs and showers. The TV was a little bit small and not in an upright position. The room looked elegant and it was quiet. No noice was coming into the room. The hotel only has had a few number of guests. What a pity that the staff in the breakfast or restaurant room was not really caring about the few guests. 90% of the tables have had no serviettes. Of course there was no marmelade jam or jelly on the table. To bring it to the guests needed almost 10 minutes although that morning there were only 2 tables seated with guests. The tables outside on the terrace with perfect view from the 3 rd floor were not decorated with blankets or table cloth. After informing the waitress that I wanted to get coffee it was not served. Then a waiter came to ask me for my wish...The selection of breakfast was poor and at the level of a 3 star hotel, If you need to visit the toilettes you will see that the finish of interiour work for tiles, walls, painting and fittings has been done in an awful primitive way. Nobody had controlled and checked the work or workers, This is a no go in such hotel. It is damaging the image of this wonderful hotel and the same is doing the staff which is offering a poor service.
So there should be done a lot of things to rise the standard of this good hotel.

  • Stayed: September 2013, travelled with friends
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Thank AlsterHamburg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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