"We have never experienced such a disappointing stay at a 5-star hotel before. The hotel in no way lives up to the standard of a 5-star all-inclusive hotel.
Firstly, the service at the restaurants is practically non-existent. No one comes to ask if you need anything or want something to drink. Only at the end of our 11-day stay did we meet two waiters, Abdelsalam and another colleague, who were actually friendly and attentive. Otherwise, there was generally zero service. The staff at the bar by the music area appear very negative, and when you approach it, it feels like you are a nuisance. One employee named Youssef in particular had a very negative impact on the experience.
The toilets at the aquapark are beyond criticism – they are reminiscent of toilets from a summer festival, very dirty and often without paper. In the large aquapark area, there is only water and soda available, which you have to get yourself. There is no service where the staff offers anything. The plastic glasses that drinks are served in are very unhygienic. When you ask for a bottle of water, it is refused citing their rules.
As a family with three children who have paid for all inclusive, you expect that basic things like ice cream for the children are included. This is not the case here - ice cream costs extra (around 50 dirhams per ice cream) which is completely unacceptable. It should be clearly stated on the hotel website what is included and what is not.
During our stay it rained for two days "
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