The Riad is beautiful and charming. I give the owners that. But it has serious issues attached. I stayed here over a long-weekend and it seems we fell into the same little street scam others had- when the driver we hired via the riad dropped us 4 blocks away and told us the guy who was there with a little cart would take us to the hotel-affirming he worked for the hotel. When we got to the Riad, the manager was not there, and the staff pretended they did not know the guy with the cart and he insisted he had to be payed. And they gave no explanation on why we were dropped far from the hotel and not accompanied by the driver we hired.
The room was just as in the pictures, but unfortunately the toilet was suffering serious plumbing problems and they were not concerned nor in a rush to find a solution to the smell that invaded our bedroom and we had for all the stay. So much for the romantic atmosphere!
The same evening we arrived we had dinner there and took advantage of the hammam service. Dinner was nice although overpriced for what it was. The hammam was perfect and the lady taking care of us was extremely nice.
That same evening we booked an excursion for the next day and hired a driver to go explore one of the close valleys. We asked twice to confirm the price included excursion, driver and guide. We were told yes. But of course as soon as we got there the next day we were told by the driver it was not included. We had to pay him the fee agreed and hire a guide separately. This led to a very uncomfortable moment and discussion over the phone where the 'manager' finally 'appeared'. In the end the Riad admitted it was their mistake and took charge of the issue but after taking a long and firm act of disapproval on our side.
The next two nights were nice and relaxing. We enjoyed the riad's terrace and open spaces (avoiding the rooms as much as possible due to the smell). The evening before leaving we asked to arrange the payment via credit card. For some reason it did not work, and not much effort was done to resolve it then, and we were told it would be taken care of the next morning. So we woke up early, but they did not take care of the payment immediately. When it was finally dealt with, half an hour beofre our departure, there was once again some problem with the phone connection and the payment not getting through, and since the people from the riad reacted late ( the 'manager' only showed up 10 minutes before our taxi to the airport was due,) we had to run to the other riad belonging to the owner and lost another half an hour where I was given an attitude for demanding them to try my credit card instead of my husband's . The guy in charge insisted in telling me we had no money and this is why it was not going through. I had to insist I had no financial problems and travelled frequently for business, and never had had issues with our cards. In the end he did as he was told, tried again and the payment was processed. After what, he still arrogantly sustained that it was my husband's account which had issues. I could not believe the arrogance and lack of tact of the manager and her employee. It was enough that they were making us late for our flight, but we also had to put up with their attitude?! No apologies were expressed by the way even if none of this would have had happened if the manager had take care of this the evening before our departure. I admit both riads belonging to the owners are very beautiful and well located. It is a shame they do not take better care for their customers, protecting them from street and touristic scams, and by providing an effective and serious professional management. I will not go back.
- Official Description (provided by the hotel):
- Come in and enjoy the spirit and the friendly service of Marrakech! ... more less
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- Also Known As:
- Riad Diana Marrakech
- Riad Diana Hotel Marrakech