Like the other reviewer - this hotel was booked via a promotion.
First impressions - excellent. We arrived at the Villa around 11.30am, was welcomed, paperwork was kept to a minimum and we were escorted to a reception room where we were served green tea and pastries, excellent. Then we had a small tour of the Villa - again excellent. We were then informed that our room was not ready, fair enough, and we elected to then go to the roof terrace to relax. At 13.45 over 2 hours later - still no room. Nobody came to inform us how long the room was going to be - whether we wanted to have something or perhaps go somewhere, nothing. It wasn't until I went downstairs and asked - I was asked whether I had my room yet, was then escorted to the room - which still wasn't ready.
We then decided to explore a little - so we came back to the Villa later in the afternoon. Firstly the satellite box wasn't working. I tried, one of the members of staff tried, another member of staff tried, and finally the manager (owner?) tried. Still nothing.
When I had alerted the staff to the TV issue, I also had to ask about the time of the dinner, as well as the breakfast, because there simply just isn't the info in the room nor is it communicated. I additionally requested a bottle opener, and one of the members of staff said that she would speak to the boss. No corkscrew was received. 30 minutes later I went on the search for the elusive corkscrew, and found out why I hadn't received it. The manager (owner?) was at reception, and when I asked for a bottle opener he dispatched a member of staff for one. But then he had a few words with me.
He asked me where I had bought the wine and that normally they don't allow outside alcohol to be brought in from outside. FIne - but my view is that unless I'm told then how can I abide by these 'rules', but I apologised and said that I wasn't aware - which I wasn't . But the second part of the conversation was more troubling. He then told me that because we had such a great deal on the room, then basically he needs to make his money somehow, so..... Question: so if I had paid top price, would I be able to bring in alcohol - the indication was that I would. It would have been nice if somebody had come to tell me that's why I had received no corkscrew rather than me again asking for it.
End result: the member of staff came to my room - I gave him the bottle of wine, he opened it, and then took the corkscrew away. All very very strange....
The 'piece de la resistance' was when I reviewed my bill when I got home. I had been overcharged!!! Not for one item - but for 2 items. It was well 'hidden' but the calculation on the bill was wrong. Am I being paranoid if I think that it's another way to recoup the difference between what we paid and what the list price is? I emailed the owner. I was promised a refund. 4 weeks later - nothing. I emailed again. Finally I got a refund!!!!
My advice to the owner/management - treat every customer the same. You have set the price for the rooms whether it's direct, a promotion, etc. If you don't want the business, don't do the promotions, but this guest segmentation/categorisation/racism will not win you many votes of approval. Nor will you create an empathy that makes guests spend on those additional items - in fact quite the opposite - they will try their best to make sure they don't.
The WIFI coverage is patchy at best - unreliable - and also very very slow.
Despite what one reviewer wrote, we found the breakfast on the roof, excellent. Lot's of choice, ample quantity - really really good. The same goes for the included dinner Really really good.
BTW - the description of the Villa states that the outside swimming pool is heated. It isn't.
My advice - if you have the money to pay full list price, stay at the La Sultana just up the road.
- Official Description (provided by the hotel):
- 5 stars Art Deco Boutique Hotel with heated swimming pool and SPA, restaurant, 10 non smoking rooms and suites, 5000 sqf terrasse, lift, 3 patios, 2 lounges, direct access with car. ... more less
- Reservation Options:
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- Also Known As:
- Villa Makassar Hotel Marrakech