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“fabulous lobby sketchy room”

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Riad Fes - Relais & Chateaux
Ranked #15 of 100 Hotels in Fes
Certificate of Excellence
Reviewed 6 October 2010

The main lobby area is really beautiful, but the rooms are too eccentric. Our bathroom had an inconvenient tub and only a single halogen light to illuminate the room. The architect failed to provide for additional light. The black curtains were overwhelming and left me wondering about their cleanliness. The Senegalese woman at the front desk couldn't have been nicer, but the male evening manager was grumpy and not very helpful. The roof is not really set up for drinks...you must order at the bar and sit on fairly uncomfortable chairs with no view. Dinner around the pool was romantic but could use a bit more light.

Stayed: September 2010, travelled as a couple
2  Thank CarenB4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Riad_Fes_Manager, Manager at Riad Fes - Relais & Chateaux, responded to this reviewResponded 9 October 2010

Dear Sirs,
Thank you very much for your feedback we really appreciate and will take into consideration.
Riad Fes is an old and authentic house we have refurbished. We are deeply aware of the fact it does not meet the standard of the international classic hotel concerning the lighting, the size and also the fitting. And this can disturb some guests who are not used to. The hotel is located in the medieval city of Fez. We are doing our best to perform and reinforce the lighting. The cleanliness is one of our mottos at Riad Fès. Do not worry about the curtains cleanliness. The general maid and I control everyday and every room before every check-in and also during the guest's stay. The curtains are in black to create the baroque style we have in the patio where you were and their size is normal compared to the height of the room.
All my apologies concerning my colleague. He is very helpful and really appreciated by the guests, as written in previous reviews or in our guestbook. A misunderstanding may happen. But, at Riad Fès, we are always ready to fulfill all the guests' requests. Hotel industry is very delicate: you have to have the passion to serve, help and assist. And we do have that passion to accompany the guests in answering positvely to his requests in order keep a very nice souvenir of Riad Fès, Fez and Morocco, in general.
The rooftop has chairs and tables. The bar is located downstairs. The waiter can bring the drinks up or you can just ask at the front-desk and one waiter will come up to take your orders.
We are planning to add a bar proper to the rooftop which can be very nice for evenings or summer time.
All our guests do like the dinner around the pool with our luth-musician. Unfortunately, we can do that only during Summer due to the weather.
Anyways, we do have a very good souvenir from you and hope to welcome you next time!
Best Regards
Miss Awa DIAKHATE
Marketing and Communication Manager

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Reviewed 3 October 2010

Entrance into the foyer is breathtaking, the room was quite spacious, with dreadful black huge drapes matching the bed, the TV was at a 90 degree angle with the bed, no way to turn it toward the bed, so to watch it, you either had to sit on the bottom of the bed, or get binoculars to watch from the sofa. A delightful woman from Senegal was very helpful at the reception but her male counterpart was absolutely odious. When we informed them that we would be leaving at 8.15 and needed breakfast an hour earlier he told flatly that we would go without breakfast. Thank God that other persons also needed to leave early so a buffet breakfast was put out at 7.15, otherwise they just don't serve until 8!!!! Our friends' bathroom had just a tub, water from the shoer splattered all over. When they told the reception that 2 lights were out no one came to change them.

  • Stayed: September 2010, travelled as a couple
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1  Thank femmegettingsage
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Riad_Fes_Manager, Manager at Riad Fes - Relais & Chateaux, responded to this reviewResponded 9 October 2010

Dear Sirs,
Thank you very much for your feedback we really appreciate and will take into consideration.
All our Standard and Deluxe rooms have a bathtub. Your were luckier than your friends and got a free upgrade in a Junior Suite. That is why you had a big bathroom with a tub and shower.
Riad Fes is an old and authentic house we have refurbished. We are deeply aware of the fact it does not meet the standard of the international classic hotel concerning the lighting, the size and also the fitting. And this can disturb some guests who are not used to. For the TV, we have ordered some tables to solve the problem you mentionned. All my apologies concerning my colleague. He is very helpful and really appreciated by the guests, as written in previous reviews or in our guestbook. A misunderstanding may happen. But, at Riad Fès, we are always ready to fulfill all the guests' requests. Hotel industry is a very delicate domain: you have to have the passion to serve, help and assist. And we do have that passion to serve and accompany the guests to enjoy his stay in a serene and warm atmosphere.
We have rescheduled our breakfast time: it is now from 7am to 10am! Thank you for that! That is why we always give a real attention to guests' feedbacks.
Anyways, we do have a very good souvenir from you and your friends and hope to welcome you next time in our new extension with a bigger and professional spa!
Best Regards
Miss Awa DIAKHATE
Marketing and Communication Manager

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Reviewed 11 September 2010

This hotel is within the old walled city, which is just where you want to be when in Fes. Just bear in mind that Riad Fes is an 'old world' hotel (unlike, say, Amanjena in Marrakech) -- the rooms are small and old. It’s probably the only hotel that I’ve stayed in where I felt a bit apprehensive at first … the feeling is a bit ‘creepy’ ... but writing this review a couple of months later, I must say that I'm glad I stayed in such an interesting and impressionable hotel.

The ground floor outdoor patio has a quaint character, but the terrace that you see on the website is overrated … just a rooftop with chairs – no drinks, no service there. The bar and restaurant are very nice (even hip) venues and the food (albeit a limited menu) was delicious. The hotel restaurant is probably the only (nice) choice for dinner in town. Internet access was spotty … hotel guests were waiting around for the one computer in the lobby when Internet access in the rooms was down. The staff that they have there … typically just one person at the desk … are indeed friendly and helpful.

Definitely a hotel with an ‘old world charm’ but just go with your expectations in check.

  • Stayed: May 2010, travelled as a couple
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1  Thank tinaWH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 23 August 2010

This Riad is the most beautiful we have ever stayed at - it is absolutely stunning.
The breakfast is outstanding and the staff very attentive and helpful. Dinner by the flickering candles around the water feature in the outer courtyard is magical.
We had a lovely spacious room and bathroom on the second floor with our own private roof terrace. This was not the most expensive room type and was in need of a little more TLC, but spacious and comfortable. Our only disappointment was the food at dinner - as non meat eaters we found it difficult, although the Riad ordered fish for us each morning if we wished. We found the vegetable tagine rather bland and the Riad seemed more geared to Western food tastes, rather than Moroccan. However, the Riad is right in the heart of the Medina and overall it is very beautiful and relaxing. Small plunge pool available. A lovely bar and roof terraces.

  • Stayed: June 2010, travelled as a couple
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Thank Intrigued068
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 August 2010

It is a marvelous riad where you feel traveling back in time, each part of the hotel bringing you to a different epoch. The architecture is stunning and the food authentic and very good. The staff is extremely attentive to one' s needs, going out of their way to help enjoy the riad, the city and the country.

Diane and Theo
Montreal

  • Stayed: May 2010, travelled as a couple
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Thank TGC53
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 August 2010

My husband and I stayed at Riad Fes in July along with another couple-friend of ours and found it to be a gorgeous hotel with a lot of charm. In particular, the main areas are amazing and the restaurant is very nice. We arrived in Fes from Marrakech, having just left the Riad Kniza there, which is a smaller riad but which had an impeccable attention to detail and perhaps it was the former riad's amazing service in part that made our stay at Riad Fes seem a little lacking.

We sent an email to Riad Fes about a week prior to arriving to set up transfer from the train station and received no response. We did get hold of the hotel via phone a few days before and were able to set up the transfer at that time. When we arrived at the riad, a gentleman took our bags in a cart and wheeled them to the riad, which was nice, but then haggled us for more money once we paid him his tip! Of course, this is common around Fes, as we found out, but it's surprising that the hotel would allow someone associated with them to do this as it creates a bad first impression.

Our package, which was booked through Luxury Only, included dinner and both transfers. Before our dinner, we asked the front desk if there was anything we needed to be aware of as far as limitations on what we could order and what was included. We were told that there were no limitations on the menu. The dinner was very good and we all had appetizers, a tajine course, and a desert along with a bottle of wine. We were surprised when they presented us with a check and told them that it was included in our package. This set off a lot of whispering amongst the staff and we could tell that there had been some miscommunication about this as it took quite a while before we were told that all was well with the bill.

The next morning, we were checking out and asked to arrange for our transfer to the airport. Once we arrived at the airport, our driver asked for payment (not again, we thought!)...we told him it was included in the package and he called Riad Fes, at which point, we got on the phone and informed them that our paperwork clearly stated both transfers were included (they claimed that it was only one transfer included, which was clearly not the case). We were afraid that our driver would get stiffed by the hotel, so we paid him anyway (he had driven us out the day before and was a wonderful tourguide). What a way to leave a bad impression on guests as they leave!

Overall, Riad Fes was a beautiful hotel and the ambiance was nice. But there was obviously a breakdown in communication amongst the staff. Usually when we stay in a luxury hotel, the staff all know who you are and exactly what is inluded in your packaged stay and this wasn't the case here. Although it has great promise, our service expectations were not met and because of that, I couldn't recommend Riad Fes to a friend.

  • Stayed: July 2010, travelled as a couple
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Thank MahanFamily
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Riad_Fes_Manager, Manager at Riad Fes - Relais & Chateaux, responded to this reviewResponded 11 August 2010

Dear Sirs,
Thank you very much for the review.

These guests booked at Riad Fes through Luxury Link. It was included in their package: 3 nights in a Junior Suite with courtyard or garden view/Roundtrip transfers between Fès Airport or train station and the hotel/Selection of Moroccan pastries and mineral water in room upon arrival/Bottle of wine in suite upon arrival/Welcome beverage upon arrival/Breakfast for two each morning/3-course gourmet dinner for two on one evening of your choice/Complimentary tea and fruit throughout each day/Taxes.

Every single item included in this package was fullfilled: they had two Junior Suites with garden view. They had their transfers from and to the airport. We answered to every email we received. Problems of connexions may happen. If we would not like to provide the transfer, we would not have sent the driver to meet them. The transfer to the airport was organized as requested. We are working with a private car company and when we call them, we always mention if the guests will pay or not. Upon the check-in, before filling in every form, we give fresh towels to our guests and offer a welcome beverage. These guests, particularly, asked for mint tea and mineral water. They had their buffet breakfast every single day and mineral water and moroccan pastries in their suites. In every suite, we put one bottle of red wine. They asked me in person if they can have some glasses and something to open their bottle and I confirmed they had the necessary things in their suites next to the minibar. For the dinner, they booked a table and asked me if there is a special menu for them and I confirmed that they can have anything they wish from the menu of our restaurant. We do not have wine or water included in the menu. It is obvious that beverage was not included in the 3 course gourmet menu, as mentionned in their package. (they confirmed that they had apertizers, tajine course and a dessert). Therefore, they have to pay the beverage they took. The restaurant staff knows very well their job and the guests. We sell a lot of packages and they are all different. That is why we mentionned on their daily programm what they have to do with every room. The taxes were included and they paid upon the check-out only the extras they have taken in the wellness center, at the bar and in the restaurant.

Our staff did not, does not and will not ask to any guest a tip. Moroccans are very proud. Our porters are aware of the kind of guests we receive at Riad Fes and they are very sensitive to give the best and the most professional service. When the taxi driver dropped off the guests, he always call the hotel and someone in black moroccan dress come to pick them up. He does have a card of the hotel and knows the driver. Sometimes, it happens that the driver does not call and takes one of the persons waiting at the parking with their carts. It is common to give a tip to that person. A tip is always a tip. No pressure, no obligation.

Upon the check-in, we gave them all the details concerning what was included in their offer and asked them to book in advance for the dinner included in their packages. We gave them all the information concerning the house, the breakfast time, the massage and the hammam, gave them a map of the medieval city with all the explanations they have to have, recommended other good restaurants in Fez, recommended to hire a guide as it was their first time in Fez, etc, etc, etc.

We organized a guided tour with a professional english speaking guide ad they loved the tour and were very thankful for that. The guide was on time and he met their expectations. On the following day, they asked for a private car to go on a daytrip to Meknes and Volubilis. The driver who took them from the airport was with them and they loved it. The car was on time and the service was wonderful. One of the two men got sick. We proposed to call a doctor and he declined it. He asked where is the nearest pharmacy and I proposed to send someone to take the drug he wanted. It was done one time and he got what he wanted. We booked for them a good restaurant in the New-City, as they did not want to have moroccan food. The booking was done accordingly.

I can not understand the breakdown in our communication or service. We made our possible to make their stay enjoyable, but "you can not please everyone". We kept a nice souvenir from these guests, because they were very lovely and everything seemed to be okay, as they had said and written...
Anyways, we will keep this review on mind and be more and more attentiveness to the guests, as appearances can be misleading!
Thank you
Ms. Awa DIAKHATE
Marketing & Communication Manager


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Reviewed 2 August 2010

We spent 3 nights at Riad Fes with our adult children. Everyone loved it. The riad is serene and beautiful. Don't miss the various roof gardens which overlook the medina. Just beautiful. We had dinner at the restaurant in the riad the first night and it was delicious. The service is sublime and the rooms beautiful and comfortable.

  • Stayed: June 2010, travelled with family
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1  Thank PearlNyc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Riad Fes - Relais & Chateaux

Address: 5 Derb Ben Slimane | Zerbtana, Fes 30110, Morocco
Region: Morocco > Fes-Boulemane Region > Fes
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#8 Spa Hotel in Fes
#10 Luxury Hotel in Fes
#22 Romantic Hotel in Fes
Price Range: £116 - £719 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Riad Fes - Relais & Chateaux 5*
Number of rooms: 30
Official Description (provided by the hotel):
Riad Fes - Relais & Châteaux is renowned for its luxury, impeccable service and fine restaurant. Restored to its original glory, Riad Fès - Relais & Châteaux is located in the heart of the ancient city of Fez. It has succeeded in combining refinement with inspiration and invites you to relax and enjoy your stay in a serene atmosphere with decor reminiscent of Arabian Nights. Riad Fes provides guests with the opportunity to travel back in time and enjoy the splendour and authenticity of the lifestyle of Fassi nobility. The prestigious history and refined civilization of this Imperial city are reflected in the Spanish Moorish architecture and attention to detail seen in the decor. With spectacular views of the Medina and the Atlas Mountains, Riad Fès - Relais & Châteaux is ideal for those travelling for business or pleasure.In the heart of a medieval city known for its diverse savory eateries, Riad Fès - Relais & Châteaux offers a fine dining restaurant that should not be missed when visiting Fez: l’Ambre. A haven of purity and tranquillity created by the designer Christophe Pillet, our Spa Riad Fès by Cinq Mondes invites you to enjoy a unique experience in luxurious and comfortable surroundings. With a selection of the best treatments, massages and traditional formulas marked by Quality, Authenticity and Ceremony designed and developed by Cinq Mondes, our Spa will take you on genuine Sensoriel Journeys.Riad Fes - Relais & Chateaux offers tailored golf holidays to golf enthusiasts. ... more   less 
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Also Known As:
Riad Fes Hotel Fes
Riad Hotel Fes
Fes Riad Hotel

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