Below is the message we sent to the hotel after we spent the worst night we had in Marokko in this hotel. We were given a room that was housing bedbugs and the receptionist knew about this! Instead of telling us he yelled at us and denied compensation. We are still waiting for an answer. I normally don´t write reports on tripadvisor, but this experience is worth sharing.
Dear Sir or Madame,
from 26.09. to 29.09.2018 and again from 06. to 07.10.2018 we stayed at your hotel in Marrakech. While our first stay was quiet pleasant, the last night at your hotel was one of the worst we had due to the bedbugs in the room and first and foremost due to the unfriendly, uncooperative and angry receptionist that was on duty for the nightshift. He denied to tell me his name when I asked, but I am sure you can find out.
I called during the day to reserve a room and made it quiet clear to your very friendly receptionist (german-speaking) who was on duty during the day (06.10.2018) that we did not want to stay in a room on the groundfloor since we found it too dark. He assured us we would get a room on the first or second floor. We arrived and got room Nr. 35 which was on the second floor, very big and nice. When we came back in the evening around 11 o´clock we were told that we would have to change the room. We asked for the reason but did not get an explanation. Then the receptionist of the nightshift arrived and we were told (in english at that time) that very early the next morning something needed to be repaired in the room and this was why we had to change to a room on the ground floor or a room with to single beds which we did not want. Since we had to leave at 6.30 o´clock the next morning anyway and did not believe that (in a hotel with people sleeping!) something needed to be repaired before 6.30 o´clock we did not buy that story and again asked for explanation. We did not get on. Instead the receptionist of the nightshift yelled at me "then go to sleep" and threw the keys to me.
So we went to sleep but soon had to find out the the whole bed was full of bedbugs! We took pictures, I still have the bits everywhere. We went down to the reception and the receptionist told us THAT HE KNEW about the bugs and did not tell us! He tried to put the blame to us since we did not want to change the room!
We decided to sleep on the small bed in the same room and the next morning asked the same guy for the money back. If you are a hotel this is the least you can do if you send your clients to sleep in a bed with bedbugs! He pretended that he could not speak english anymore! Since our plane was going we had to leave.
Having bedbugs in a hotel is one thing. It can happen, you can talk about it and the least you can do is offer your clients a compensation! But knowing about the bedbugs, not telling your clients, let them go to sleep in the bed, yell at them and even pretend not to understand them anymore is the worst behaviour that we have ever experiencend in a hotel or even hostel or else. You should definitely think about whether you have the adequate staff in your hotel!
We still expect a compensation and explanation for what happened that night! I will probably send this message more than one time since I do not know who will read it first and I await an answer of the owner of the place.
Che dire, il posto sarebbe carino, la posizione ottima ma non conoscono molto la pulizia: pressoché' prossima allo zero. Non parliamo della colazione in una tenda sporca e tenuta malissimo. La mattina in doccia, tutto il soffitto era gocciolante: cadeva l acqua dal piano sopra.
Está muy próximo a la plaza El Fna por lo que es muy ruidoso, no lo recomiendo. Reservamos las habitaciones por una cantidad de dinero y el dueño quería cobrarnos más. Tuvimos que mostrarle los correos con los que se hizo la reserva.
Viajabamos varias familias con niños, de desde los 2 a los 7 años. y cuando llegamos al hotel, el dueño nos dice que las habitaciones para 4 con baño, no estaban disponibles, y que no puede darnosla. Nos ofrece una habitacion con 3 camas y con baño compartido, o alojarnos en 2 habitaciones de 2 camas cada una con baño compartido. Por supuesto pagando mas de lo que habiamos reservado. Todo un reves para alguien que venia del desierto con niños y con necesidad de un buen descanso.
Pero es que todos los mails para reservar se los mostramos y ni caso, que no podia hacer nada. Lo tenia tachado en un bloc. Vamos que vendio nuestras habitaciones a gente que pago mas y nos tuvimos que readaptar y pagando mas.
Ademas la habitaciones dan casi a la plaza, y hay un ruido insoportable hasta las 3.00 Fatal para los niños y para los adultos.
Las toallas o las pides o te quedas sin ellas. La TV sin mando, El aire acondicionado desenchufado y sin mando.
El WIFI no llega a las habitaciones. Donde solo hayun enchufe.