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“Do NOT stay here - awful service, awful management, worst hotel in Europe”
1 of 5 bubbles Review of Palmeraie Palace

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Palmeraie Palace
Ranked #124 of 494 Hotels in Marrakech
Certificate of Excellence
Lisbon, Portugal
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“Do NOT stay here - awful service, awful management, worst hotel in Europe”
1 of 5 bubbles Reviewed 29 April 2014

I recently stayed at this hotel with over 50 guests (for a party), when travelling to Marrakech in April 2014. When we arrived, it took just over 1 hour 15 mins to check in, despite there being on 2 people ahead of us. Management were totally incompetent, and when asking numerous times why it took so long, staff were rude. The hotel was even giving twin rooms to married couples, and refusing to change them, even though the hotel wasn't fully occupied. It took over 2 hours to get an omelette delivered, and when it arrived the order was wrong. The waiter came back 7 times over this one order, as the bill was repeatedly wrong. When calling management to complain, the manager replied 'ok' and then hung up. When checking out several wrong items were on my bill and other guests in front of me. I was actually handed a bill relating to another guest, and when I told the manager that the name wasn't mine, he refused to take it off. Even after showing my passport to prove I wasn't that guest, it took 45 mins to settle the issue. And several guests in front were refused by the manager, despite having false items on the bill. Overall - worst experience I have had in Europe, terrible service, do not recommend to anyone. Staff are rude and unable to communicate. Should be shut down. Our party of 50 guests were all appaled and will not be returning.

Room Tip: Save your money and stay elsewhere.
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  • Stayed April 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank L M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palmeraie_Palace, Guest Relations Manager at Palmeraie Palace, responded to this review, 12 May 2014
Dear client.

We did read your candid feedback about your stay at Palmeraie palace and regret that it was not up to your expectations in terms of support of our teams.
Grace to your remarks we are now in the ability to fix these worries in order to offer you a service closer to your standards.
We took note of your comments, please rest assured that your feedback has been shared with the teams and we shall be working proactively to avoid a repeat occurrence.

We hope this unfortunate experience does not mar your faith in us.

Thank you for your comments and I hope we have the pleasure to see you again soon.

Guest Relations Manager.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,169 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (79)
Date | Rating
  • Arabic first
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Norwegian first
  • Portuguese first
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  • Any
English first
Twyford, United Kingdom
Level Contributor
124 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 66 helpful votes
1 of 5 bubbles Reviewed 26 April 2014

We stayed here over Easter 2014, took a suite which in itself was great. The grounds are lovely and well maintained, unfortunately thats where it ends.

Check in was a disaster with the staff hardly interested in getting you sorted, you complete all your details on line at the time of booking ( on the hotel web site) only to re complete a registration form by hand when you check in !!! Come on team we are now in the 21st century.

Twice we called reception for various things, both times there was no answer and upon trekking down to see what the problem was there were staff just having a chat and not answering the phone.

Dont ask reception to have your bags brought down while you have breakfast...because they will forget !!!

The Bars.... 4 managers in suits all having a chat while one poor waiter is struggling to keep up with the crowd !! We were waiting for our bill when one of the menages walked by so I decided to put him to work on the bill....a mistake he just wandered back and lent on the bar and waited for the now half dead waiter to return and asked him to do it while he continued to preen himself for the next 10 mins !! Can you believe this?

We were drinking Mohito's which are normally made with Lime.... not here the hotel does not stock limes !! Funny thing the pool bar does and the hotel right next door 100 mtrs away which is owned by you does ! No sir we don't have Limes !

So if you want a Mohito go to the bar at the golf club house ... they also have limes and also measure out the rum not just a passing glance like the main hotel
bar.

Room servicing was a hit or miss adventure day 3 we recived a bunch or roses for the room, but at the cost of our hand towels and face cloths, guess they were running short that day. Our room was not serviced the same in 5 nights and thanks to the cleaner for leaving us her empty aerosol cans ......we put them in the bin for you.

We had to ask the pool attendant 3 times for towels... guess we needed to tip first to get their attention.

Beware of the marbled walkways around the pool, once wet from the gardeners they are like glass with several near misses by us and a few great spills observed.

All in all a great location, nice property,, the entire management team and staff need replacing. Oh I would keep the head door man he was always polite, helpful and seemed to be the only person who gave a damn.

Dont stay here ....almost anywhere else will have better service.

Room Tip: The suite was terrific.. but go elsewhere you will enjoy the experience better
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  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
2 Thank uh2239
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palmeraie_Palace, Guest Relations Manager at Palmeraie Palace, responded to this review, 29 April 2014
Dear client.

Thanks you for taking the time to leave your feedback following your recent stay at palmeraie palace Marrakech.

Your kind feedback which is genuinely appreciated as we use this to review what improvements we can make to our product and service.

We have read and understood your thoughts and regret that they were not up to your expectations, your comments constructive undoubtedly contribute to adjust our service closer to your expectations.

We look forwarded all your comments to all the managers of the departments concerned and we assure you that the necessary measures will be taken to meet better the different needs of our clients.

We do sincerely hope that we will see you again,

Kind regards.

Guest Relations Manager.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Bray
Level Contributor
64 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 46 helpful votes
5 of 5 bubbles Reviewed 22 April 2014

Excellent hotel and facilities, friendly staff, good food, beautiful rooms, excellent spa and fitness area. It was very busy with families when we were there and it got a bit crowded around the pool area, but it was holidays in Morroco as well. Excellent breakfast with plenty of choice. We had half board which was only available with a buffet which was fine and varied every night. It would not have been neccessary though as there are plenty of other restaurants in the hotel or within the grounds of the hotel. Prices in the restaurants where quite high for what it offered.
Good golf course

Room Tip: We had a room on first floor and swimming pool view and it was perfect
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  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Braylo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Palmeraie_Palace, Guest Relations Manager at Palmeraie Palace, responded to this review, 24 April 2014
Dear braylo,

We would like first to thank you for being kind to express your feelings on Tripadvisor following your recent stay at the palmeraie palace Marrakech.

We are delighted to know that you enjoyed the quality of our services and you spent unforgettable moments in our institution.

It will be our absolute pleasure to welcome you back to Palmeraie palace upon your next visit to Marrakech.

We present you our best greetings.

Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Moscow, Russia
Level Contributor
27 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
4 of 5 bubbles Reviewed 15 April 2014

Had a week-long corporate event at this place. First time in Morocco, did not epxect much going-outs for sightseeing or local markets due to corporate format.

Really liked this hotel. Rooms look and feel great, with local design, rich and comfy. Nice pool and relaxation area with palm trees, flowers, olives and so on, could spend a whole day there. Friendly staff, not so quick to react though. Just nearby across the street - a good bar with outdoor clubby space and local dj's, a little posh.

Food is mostly local and pretty much the same every day, making you want something else after several days.

The hotel itself os pretty far away from the town center ("downtown" Marrakech), so be ready to use local taxis.

The town lives mostly in extreme poverty, so be careful. For instance, we had local children literally jumping on our vans from time to time, when cruising around.

Room Tip: You may choose first floor looking inside, then you may go out to the pool directly from your room.
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  • Stayed October 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Chekalyuk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
West Sussex, United Kingdom
Level Contributor
114 reviews
53 hotel reviews
common_n_hotel_reviews_1bd8 295 helpful votes
4 of 5 bubbles Reviewed 6 April 2014

Firstly we must point out that we stayed in the Club House, which is a separate building to the main hotel, it is where golfers tee off; and it has just 11 boutique suites above. Our room was luxurious with a huge balcony overlooking the driving range. Service was friendly, slightly haphazard; and you still got old fashioned keys! It was about a 10 minute walk through the grounds to reach the main hotel, where we had breakfast each day. Breakfast was pretty uninspiring and appeared to be held in a conference centre room which had little ambiance. Omelettes were good though. A light continental breakfast was also available in the club house for the early starting golfers.

The men played golf and we stayed by the pool. The pool was huge. Steps down in the pool needed securing as they were very wobbly. Attentive waiter service and the usual fare for lunch.
Interesting point is that Morocco makes wine, which I didn't know, and more importantly it is very good! Try the President rose....it is about MAD160 a bottle. The local Casablanca beer is also good - so good they ran out of it.
There was a large conference going on so the pool area was very quiet during the day.
The resort is approx. 15 minutes drive from the centre of town. I felt sorry for the Brits who had booked it on a package deal, who had obviously done no research and were expecting their TUI rep and entertainment.....this is not a hotel for them. It definitely is geared to large conferences or those who live for their golf.
Wifi was wonderful - very fast.
Another important point is that French is widely spoken. You certainly get better service if you speak French....

  • Stayed March 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank LittleBritain
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ashford, United Kingdom
Level Contributor
7 reviews
3 hotel reviews
3 of 5 bubbles Reviewed 5 April 2014

just returned from this resort and have to say very disappointed with it for a 5 star resort, its the only hotel that I have ever stayed in that did not have a directory of facilities in the room which was not helpful as nothing was explained to you. The room was ok and the pool and gardens lovely, restaurants were ok nothing special and quite expensive. Wifi was intermittent in rooms but ok by the pool , when we booked we knew it was outside of city however to get in and out in a taxi was about £25 so this needs to be factored in as the free shuttle bus stops at 6pm. All the staff in the breakfast place and pool were very nice but reception staff were not that helpful

  • Stayed March 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank pbdbarker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Minneapolis, Minnesota
Level Contributor
82 reviews
54 hotel reviews
common_n_hotel_reviews_1bd8 64 helpful votes
3 of 5 bubbles Reviewed 3 April 2014

Stayed here for a conference, with the bill covered by work. Room was spacious, but had a very strong smell of sewage. Shower was plugged, and flooded every time. Food fine, but mediocre. Wi-Fi rarely worked.

Great walk in the morning around the golf course, however, and the gym facility is quite good. It's a massive property. Grounds people are super nice to early morning walkers, and the spa was terrific (although the shower there flooded as well).

  • Stayed April 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank James R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Palmeraie Palace

Property: Palmeraie Palace
Address: Circuit de la Palmeraie, Marrakech 40000, Morocco
Region: Morocco > Marrakech-Tensift-El Haouz Region > Marrakech
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#24 Business Hotel in Marrakech
#70 Spa Hotel in Marrakech
#86 Luxury Hotel in Marrakech
#142 Family Hotel in Marrakech
#186 Romantic Hotel in Marrakech
Price Range (Based on Average Rates): ££
Hotel Class:5 star — Palmeraie Palace 5*
Number of rooms: 314
Official Description (provided by the hotel):
Palmeraie Resort's beating heart and flagship, the famous Palmeraie Palace is a hotel featuring traditional Moroccan architecture. Rewarded as Africa's best golf course, the hotel's golf course has won the World Travel Awards for 5 consecutive years (from 2006 to 2010). In 2014, the Palmeraie Palace has received the award as Morocco's Best Golf Hotel by the World Golf Awards. Surrounded by landscaped gardens and swimming pools, within easy reach of many restaurants and other entertainments, Palmeraie Palace is a touristic destination on its own. Just a few minutes away from central Marrakech, this charming hidden oasis is a promise for a refreshing and relaxing stay. ... more   less 
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Also Known As:
Palmeraie Golf Palace Hotel Marrakech
Palmeraie Golf Palace And Resort
Palmeraie Hotel Palace

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