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“Worst hotel experience we have ever had”

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Murano Resort Marrakech
Ranked #170 of 494 Hotels in Marrakech
Certificate of Excellence
London, UK
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
“Worst hotel experience we have ever had”
Reviewed 9 May 2007

I would like to agree with the other reviews on Trip Advisor. This is going to be a beautiful hotel but it should definitely not be open yet. We paid 5 star prices to stay here and it is not yet a 5 star hotel. The actual serving staff were very pleasant and did their best to understand our very limited french but oher than this and nice gardens and pool area I have nothing good to say about our stay here. There is still no air con, no restaurant menu ( you can choose from the pool side menu though), no TV and there is still alot of building work to be done in places. The list could go on.... the hotel is not making any obvious apologies or compensation for any of this. I would also like to point out if it is tranquility that you want then there was building work on either side of the property which started work at around 7am most mornings during our stay. This was all ok but the final straw came as my husband was sick after eating some of an almost completely uncooked burger. ( he failed to notice as it was low level lighting).
The reception manager seems resigned to the fact that the hotel is not running properly yet and was quite unpleasant about our comments. We were not actually allowed to speak to the manager. I think maybe things would be better if he bothered to apologise for all the teething problems himself. It is amazing how a genuine apology can make things better sometimes. I have never atually had to complain before like this in a hotel and hope never to again. Maybe these issues will be resolved but I think not for some time.

  • Liked — The gardens and pool area
  • Disliked — It is not finished yet
  • Stayed May 2007, travelled as a couple
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
4 Thank Traveller_UK35
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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463 reviews from our community

Traveller rating
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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (18)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Portuguese first
  • Spanish first
  • Swedish first
  • Any
English first
London
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 20 April 2007

We saw enough of the Murano to say with some conviction that it is going to be a wonderful hotel. We also saw enough of the Murano to say with some conviction that it is not yet.

In short, it is not finished. On our visit the main swimming pool was out of action, the spa had yet to be built, the internet, tv, dvd all-in-one thingy was not up and running, there were parts of the accommodation still being built and it generally had the feel of a sort of operational dress rehearsal. To compound matters the lady on reception, whilst perfectly pleasant, offered no solutions to any of our (mild ) complaints and seemed to think that a shrug of the shoulders would magically rectify things. Though we can and did speak French (badly I hasten to add) we felt it slightly strange that an international hotel chain would use as its first point of contact someone with a limited command of english. To be fair there were staff at the hotel, the managers in particular, who spoke very good English and who were very helpful.

That said, the hotel looks stunning and the main lobby would grace any hotel, anywhere in the world. If you want to get away from it all, this is the place to come.
It is situated in La Palmerie, about a 15minute taxi into Medina and is incredibly serene. (It is advisable to take up the hotel’s offer of transfers to and from the airport as very few taxi drivers seem to have even heard of it) . Should you wish to venture out, the distance from everywhere else can be a bind as you have to wait at least half an hour while the hotel calls you a taxi (for which dubious pleasure you get charged double!).

Clearly a lot of time and effort has been put in to the Murano and we have no doubts that it will be a magnificent hotel. If you are planning on going before August I’d have a good long think, after that, well, I think you’ll have a great time in opulent surroundings and experience the hotel in the guise its owners intended.

  • Liked — when finished the murano will be a beautiful and stylish property
  • Disliked — it was not finished
  • Stayed April 2007, travelled as a couple
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
3 Thank Mouse73
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 19 April 2007

This could be (and might yet be) the most amazing hotel. It has great grounds, cool design and not a bad location. However it should not yet be open.

We arrived to find workmen still building the main pool, only one of the 4 proposed houses ready and the place massively understaffed. the staffing issue is huge at the hotel and at the pool it is almost impossible to get service and even then they kept bringing the wrong thing.

When we got to the room to find no mini bar, no aircon, no hairdryer no almost no one who spoke English to help (it took 36 hours and 10 calls to get a hairdryer). The guy who runs the front desk tries very hard but he is very new and does not really know the city yet and has almost no support.

This will be a great hotel in about a year but only when they have finished the building, trippled the amount of staff and got through all the the teething troubles. Bottom line: it just should not be open for at least another 12 months.

  • Stayed March 2007, travelled as a couple
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
6 Thank Hammo1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Murano Resort Marrakech

Property: Murano Resort Marrakech
Address: Douar Abiad La Palmeraie | Circuit de la Palmeraie, Marrakech 40000, Morocco
Region: Morocco > Marrakech-Tensift-El Haouz Region > Marrakech
Amenities:
Bar / Lounge Beverage Selection Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#111 Family Hotel in Marrakech
#114 Luxury Hotel in Marrakech
Price Range (Based on Average Rates): £
Hotel Class:4 star — Murano Resort Marrakech 4*
Number of rooms: 24
Reservation Options:
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Also Known As:
Murano Resort Marrakech Hotel Marrakech
Murano Hotel Marrakech

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