Atlas Castle Marrakech — Hotel in caïdat de Ghmate

Omg where to start? HORRENDOUS experience. Someone I vaguely knew recommended so I booked. The website said there was a bar and shuttle bus, neither of which is true. We arrived to find one member of staff milling around. He took our passports, disappeared for an inordinate length of time, then took us to our room. We expressly chose the suite as we were led to believe it was two bedrooms. It wasn’t. It’s one bedroom with a passage to the bathroom with two single beds. When we first entered the room, there was a very basic tray that included two opened, mouldy milk pods. We drew it to the staff’s attention and he snatched them away but not before they spilt over my friend’s shoes. Then, the smell of nail varnish remover was overpowering, we opened the door to find some workers varnishing the bannisters outside our room. There were exposed wires on the light fitting, damp on the wall, broken wall mirrors. When we first tried to get out the room, the key wouldn’t open the door. We eventually did get out and called the one member of staff, who had found one other, and explained that we could not stay there and wanted to leave. |He said he would speak to the manager. This went on for some time by which point, we had booked another hotel so desperate were we to get out. We asked them to book a taxi, they said it would take 30 minutes, it took over an hour. By this point, we found the ‘manager’ who said he was on the phone to booking.com who we booked through. They clearly ‘briefed’ the taxi driver to ‘fleece’ us as when we arrived at the next hotel, he said it was €75!! When we called a member of staff, it was miraculously reduced to €25! Since then, despite the fact that we have photographs, proof that we stayed somewhere else, booking.com’s answer has been that we should call the hotel directly!!! My friend emailed before we arrived and I called twice , none of which were answered. Clearly, they’re not going to answer and agree to a refund. When my husband called booking.com, he was told they had received another complaint and you can no longer book through their portal which they hope provided some consolation! Please beware if this place. Rural is one thing but it is so far from anywhere, in the case of a real emergency, with such insufficient staff, I dread to think of the ramifications. We went on to stay at the Andalous which was fantastic. btw, Castle Atlas changed its name not long before we arrived which may have been a sign...

If you are planning for a truly peaceful stay away from the hustle and bustle of city life, Atlas Castle Marrakesh is the place to look after. This stunning retreat offers amazing views of the Atlas Mountains from every corner, providing a backdrop of natural beauty that guarantees relaxation. What truly elevated the experience was the extraordinary hospitality. The staff here deserves every commendation and, as far as I'm concerned, a definitive pay rise! Their dedication to guest comfort is phenomenal. I want to give special recognition to Mounir, Ismail, and Khalid, who were such gentlemen, always anticipating needs and taking wonderful care of the tourists. When I requested a surprise celebration, they executed it beyond my expectations, showcasing their commitment to creating magic for their guests. While the location is beautifully remote, getting to and from the city is simple—just ask the staff for their taxi service. A special mention must go to Kareem, the taxi driver, who was incredibly reliable, even handling a late-night pick-up from the city with ease. The comfort continued back at the hotel thanks to the housekeeping staff, who did a wonderful job in keeping the room clean and neat every single day. Beyond the views and service, the amenities are first-rate. The pool area is well-maintained and perfect for a refreshing dip. Dining is a highlight; we enjoyed delicious food from the in-house restaurant, and the top-notch breakfast served next to the pool each morning was the ideal way to start the day. Atlas Castle Marrakesh is not just a hotel; it's an experience defined by tranquility, breathtaking scenery, and world-class, genuine care. Highly...

The manager at this hotel lied to booking.com saying that we never checked in. We did check in (unfortunately) but soon left after realising the following |1) The place was deserted . No guests and only 1 staff member . ( minus the 4 people painting and varnishing the inside of the place , which provided intoxicating dangerous fumes)|2) Our 2 bed ‘suite’ was actually one room with an open alcove where a single bed was placed. Exposed wiring on wall lights, two dangerously cracked mirrors on the walls , damp on the walls and open miniature mouldy rancid milk sat on a tray with stale tea bags. |The free toiletries in the bathroom consisted of two miniature , clearly used and squeezed shower gels and one minuscule bar of soap covered in plastic . |This luxury suite , according to the one member of staff was their best room . ||Totally ruined trip as had to look for another hotel and pay for a taxi out of this rural deserted place . The hotel took 60 minutes to get us a taxi. Clearly they had briefed this taxi driver to abuse us financially as he asked for 75 euros for the 30 minute ride . Luckily the wonderful reception staff at our new wonderful hotel told us the journey should be 25 euros ! ||Unfortunately booking.com will not refund us for the room we could not stay in. Their advice is to contact the hotel . Having read the above it’s clear how we were treated and the hotel will not answer the telephone. Very disappointed with booking.com and the entire experience of ever visiting a hotel that was advertised on booking.com as ‘excellent’. But seemingly we just have to accept that they will not help us get our...