Palais Ronsard Relais & Chateaux

Karima - The worst general manager we have ever experienced. Before you consider booking a stay here, you should know that if you have a problem such as your room not have functioning air conditioning, the staff have to defer to the incompetent general manager to address your concern and the illusive general manager will do nothing to address your issue. We booked two rooms for two nights (for my husband, me and two young children). In our room we spent the entire stay sleeping in a furnace, and on the last night, in a furnace with a small noisy portable aircon unit that didn't cool the room at all but leaked water over our floor and my laptop bag. After two nights of not sleeping (and the general manager doing her best to avoid meeting us, leaving the poor reception staff to apologise and say they can't do anything other that ask the general manager to contact us, we were finally offered a small discount on the first night but not the second night because we (my husband and I; but not our children who were asleep in another room) were offered at 11.30pm to move to another hotel). It was a matter of principal not financial - we wanted the general manager to accept they should not rent a room which does not have functioning air conditioning, and when an issue likes this occurs, they should act swiftly to find a suitable solution; failing which offer fair compensation. Please let me know if you want to see the chain of correspondence with the hotel, with photos of the temperature in our room when the noisy small leaking portable aircon unit was installed. You will see from the 'facts' the service the general manager offers at this 5* hotel. I hope for the sake of her hotel, and the enjoyment of future guests, Adriana Karembua (the lovely owner of this pretty hotel), implements a change of general manager soon, before any more damage is done to this hotel's reputation.

We stayed at Palais Ronsard for a weekend getaway, valentines & my husband birthday. They greet you with “welcome to Paradise” but trust me it’s faaaar from being a Paradise. We booked a Petit Pavillon at $1,000 per night, which we got assigned “La Paresseuse”. Similar to a small gated private villa. Oumaima the receptionist/host that escorted us there upon arrival was super nice & helpful but then the disappointment started: 1. We were taking a bath which has a clear through window with a transparent curtain, and hotel staff were literally walking by, completely see through. Keep in mind that we booked a private pavilion which is gated so no one is supposed to walk in front of our bathroom.. 2. The terrace maintenance was awful, as you can see in the pictures the floor was NOT clean and not from a day but it’s looking like old dirt.. no grass as you can see in the picture, looking like an abandoned garden. I looked into other pavilions and it was not looking like this.. no excuse about the rain as it started raining only saturday night.. 3. Housekeeping: Saturday afternoon after we left the room I advised the front desk to send the housekeeping team however 1 hour after the room was still not cleaned, I had to call back again. They cleaned it but unfortunately badly.. you can see in the pictures that the table has not been wiped off. The floor is full of crumbs from the in room breakfast we took. 4. The food overall was good but not accommodating. When I made the initial reservation I advised them on 2 things: - My food restrictions as I am pregnant which is pretty easy just no raw food & pasteurized milk/cheese. We wanted to order lunch in the villa, unfortunately the staff had zero Knowledge about cheese being pasteurized or not. I then asked a simple cheeseburger however the mayonnaise was homemade with raw egg so I just asked them to make another simple sauce for the burger to avoid being dry. But this looked like a hustle for them. The chef called me 30min but not helpful at all, we then went to the Mandarin to have lunch which was fabulous btw. - The second thing was my husband 30th birthday that we wanted to celebrate Saturday evening. I requested to have a birthday cake in the room, please look at the picture attached - this is ridiculous.. how can you put such a small cake with not even a happy birthday note especially after all the issues we had previously. We were literally laughing at it. Keep in mind that we are paying 1,000 USD per night.. All of the above for a 2 night stay which was suppose to be “paradise”. After each issue, the management team was aware as I was complaining and advising them about everything in REAL time. Saturday evening the general manager, Karima Sahraoui made an appearance and only acknowledged & apologized. I was obviously expecting something.. Today, at the check out they gave me the bill as of nothing happened, I requested to speak to a manager on duty or who ever is aware about all

It was wonderful, everybody went above and beyond to make our stay wonderful and we did really appreciate. In particular Khalil, who went the extra mile on so many occasions: My girlfriend for example needed some some socks and Khalil immediately organized them in no time from Calzedonia! Lunch, Dinner and Brekafast (all à la carte) were nice, and the cocktails/mocktails showed high skill level. Very nice and large room with terrasse, and each and everyone from the staff did whatever they could to make our stay nice. Thank you so much, and if we come back to Marrakech, we will do so at Palais Ronsard.