Royal Mirage Deluxe Marrakech

This hotel is definitely not 5 star not even 4 star. This is my 5th visit to morrocco and I can honestly say this is the worse hotel I have stayed in. The reception view looks nice but straight away I thought this can't be 5 star. Room Me and my husband arrived at the hotel around 8pm which was great thinking that we will check in unpack quick shower and out to the market for food. How wrong were we..... We were given room 122 it was worse then disgusting. Filthy floor, filthy dressing table, wardrobe, broken toilet seat and as for the bath tub, I can not even start to comment. My husband went downstairs while I sat in the room. 1 hour later he came up to say its fully book and they can not move us but there might be a room the following day. Next day I went to reception and was told they didn't have any free room but they might have a room next day. I told them this is meant to be 5 stars if we wanted 2 stars we would have booked 2 stars. The room was disgusting and i needed to know if they were going to give a better room, if not then we won't be staying and wanted a refund. We have a hotel that we going to book (one that I had stayed previously in 4 stars). When I told my husband he went down and  funny enough we got a room (215) straight away. This room was alright again I will reiterate the room is not 5 stars or 4 stars but lot cleaner and breathable. The room issues ie dirty bath screen, floor marks, worn out towels and beddings (instead of white they were dark creamy grey shade). Service Room service Takes 2 calls and at least  1 hour to get anything. Ordered hot water recieved a flask when poured in cup black bits came out. They forget to replace towels, also bedding was dirty asked to replace they only changed the duvet. Room key wasn't working so reception told us to go to room and wait outside 30 minutes later still waiting. Food Breakfast is standard Food is alright over priced and I ordered a burger which was raw. Sauna Very dirty and bit of a con 60 mins manicure was booked after 40 mins she said she was done so I reminded her it's meant to be 60 mins. Husband spa treatment for 500 dihrams was waste of time sat waiting for 30 mins. I could have spent the whole break complaining to hotel manager but then it would have spoilt our mini break. Overall the stay at hotel was the worse experience that I have had not only  out of the 5 times I've been to morrocco but also fo someone who tends to travel 4 or 5 times a year. To top it off the icing on the cake was our transfer guy came and left. It would have been nice if the receptionist called us to let us know, maybe we wouldn't have missed it and end up calling a cab. Some advice to hotel manager: Check the rooms and see if they are fit for purpose. Don't fob people off with dirty rooms. 5 stars is 5 stars you need to improve at least to 4 stars standard. Towels bedding if worn out replace with new ones Hygiene - hotel needs to have a good clean  flask needs cleaning this can cause people to have diarhea or become ill. Our biggest regret and mistake was we should have booked another hotel.

Old and dated, mini fridge empty !! the least you would expect in a hot country would some bottle water on arrival or even top up every day and I don’t mind paying it’s just the convenience of having it there. Air-conditioner had no remote control. I don’t know how they got a five star rating it’s unbelievable not even tea and coffee and a little kettle that you get cheap hotels. Overall three star experience from dining in the restaurants using the spa and massage facilities and also the gym. This is 3 to 4 star maximum. And with the experience that I describe below, I will not be going back. One particular staff at reception, he locked me out of my room ! This was unacceptable ! He did this because he thought there was someone in my room. He had already had a conversation before with me and explained the rules. Which I agreed to, I am in a Muslim country which I respect, I am also a very proud Muslim. After one evening, I tried to get in my room and it was locked, I had to come all the way back, I was on the third floor. I asked him why my card is not working, he said you are not allowed to have a female in there I told him there isn’t and why he locked my room without my permission even though we talked about this beforehand ? so I don’t know what his plan was ?? was he planning to lock me out of my room every time I left the hotel ? He didn’t even say sorry or there was a misunderstanding. …I apologize…Nothing. I don’t think he knows how to use these words. Very arrogant. He’s in the wrong job !! On another occasion I asked him if I could borrow a lighter just one time as I normally don’t smoke but I had a cigar instead of getting me a lighter or asking another member of staff to get me one. He said there’s a shop down the road that’s about 10 minute walk this was at night. He could’ve easily got one off a staff member or send someone to the shop and say I’ll bring you some matches to your room or something. in this massive hotel I’m sure somebody had a lighter but instead he sent me to the shop. This is not five star service that you expect. It’s the small little things that make the experience as a guest excellent. All other staff were normal, nice and polite. Response below : - so you’re telling me you are not allowed lighters in the hotel :) hahahaha. Why did you tell me to go to the shop and buy one ?? Hahahha and there’s an ashtray in my room ?? And it’s the hotels policy to lock guests out of there room ??? Hahahha good luck with your business, the other reviews say exactly the same !! Will never go there again. So many other hotels on the same road. Just goes to show one member of staff can spoil a whole business !