Palais Riad Nazha Fes — Hotel in Fez

We paid the top price for the best room and were very excited about our first visit to Morocco.

When we arrived we were met comfortably, check in was fine, we drank mint tea and were in awe of the beautiful decor in the Riad. However when it was time to be escorted to our lodgings we were placed in a small basic room, nothing like the photos of the room we booked.

I returned to reception confused and the lady who had checked us in, i think the mamager, seemed angry at our request to change rooms to the expensive room we had booked. She insisted we had booked the room and begrudgingly showed us another inferior room.

The original room photos, we were told were for a different room. We booked the biggest family suite with 38m sq, so I knew I was being lied to. Anyway that room was already taken. They didn't even give us a bigger room that night, we were left in the room which we could have booked for half the price. The lady was abrupt, rude and disrespectful for the duration of our stay. Instead of dealing direct with us, she snubbed us and sent the bell boy to pass on messages from her. She didn't say a single word or make eye contact with us for the next 24 hours. She seemed like she was seething with anger and it made us feel extremely uncomfortable.

The bellboy was pleasant, as were the restaurant staff. Good service and apologetic. 5 stars.

We had dinner on the first night 'on the house' as an apology about out room. A nice gesture we thought. We had a beef dish and a chicken tagine. The beef dish was nice but the chicken in the tagine was cold. We sent it back and nothing reappeared. We were then served tea and the plates were cleared. So we shared only one meal between us. We have never sent a meal back and not been brought a replacement. We literally think the lady who's service was the worst we have ever encountered told kitchen staff not to bring us any more food as it was not being billed. Can't think of any other explanation for not being brought a replacement hot chicken tagine. Perhaps management will reply to this and let us know why we were left hungry after sending back a cold chicken dish?

Unfortunately with an attitude like the lady had, it made for an uncomfortable atmosphere unlike any other we can remember and we travel extensively. We have never been given such a cold shoulder approach by anyone at any hotel ever. She seemed entitled, spoilt and a terrible host. She didn't seem to care one bit that she was giving off such negative vibes.

We loved the decor, the suite we stayed in on the second day was nice, but we paid for it for 2 nights and the experience with the manager lady was one we would not want to repeat. Honestly they are lucky to get 3 stars. She gets 1 star.

Such a shame as if she had been friendly and accommodating and honest, the review would be very different. Service industry is not a place for people with narcissism and ego on the surface. We didn't see a smile until we checked out and she seemed glad to get rid of us. Shameful service from an entitled manager or perhaps even owner. We don't know her position but she seemed to be in charge.

Lucky to...

Plz AVOID! You don’t want to experience what we did when you are on holiday.||After a long drive from Chefchaouen with an 8 month old baby, we arrived in the evening expecting our room to be ready as our baby was very upset wanting to go to bed. We then find out we are going to be hosted at a ‘partner’ Riad close by for 2 nights and then move to their Riad on the third night.. as a ‘pipe broke in the room and the hammam wasn’t working’. The explanation was so random, as apparently it had JUST occurred which is why they couldn’t give us notice, but they already knew it would be fixed in 2 nights? Also didn’t offer to show us the room. Very strange.||On seeing the replacement room in another Riad it was much smaller than our booked room and unmanageable with a baby. We were then offered a bigger room at a Riad next door (not offered initially bear in mind), which the manager wanted us to accept as a ‘deal’ without even viewing the room first. When we viewed it, although the room was bigger, the Riad was older and dirty and practically deserted. As this was not the experience we had envisioned, we proceeded to want to cancel the booking and stay elsewhere.||When we asked them to cancel the booking themselves (as we hadn’t been given the room we had booked) they said there was a technical issue took my phone and cancelled it on my phone. Later on I realised this was so that it would look like I had willingly cancelled the booking and hence would not be allowed to write a review on booking.com.||Icing on the cake is when I looked at the room we booked on booking.com it was the executive suite on the ground floor (there were only two) and they were both occupied. I suspect they had overbooked somehow and this broken pipe was probably just made up. I don’t know if they always overbook and then try to siphon customers to other worse riads in order to make money by using excuses of broken equipment as now we have found multiple other reviews that are similar to ours. ||Do yourself a favour and don’t take the chance, it’s not worth turning up and realising you don’t have a decent place to stay for the night.||To put a family with a young baby through this, is absolute hell, and...

The hotel hall is really beautiful, the room is also nice and clean, breakfast is good, the location also great which can walk to Médina in 10 minute.

When we arrive the hotel, the host is very friendly, but he keep trying to convince us to move to other hotel near by, at the beginning his reason is to let us “experience different hotel style”, but after that he said there is some electricity problem, and he found some technician from Casablanca to fix it who cannot wait for long time, he also said if we can help him, he can offer us a free dinner.

We told him we will decide after we see other hotel, and then we saw two different hotel which are all very old with bad smell, although he said it’s the same level like the original one, but we still decided to stay in our original room, and the host change his face directly and said “no free dinner”(which we are not going to accept anyway) then turn and walk away.

We booked this hotel 4 months before our stay, and it’s our right to stay in our original room, it’s not very polite to pull us a long face just because we refuse to change hotel.

At that night, there is a group of guest come to this hotel(around 10 person), not only stay here overnight, and have dinner in the hall which is very noisy, then the electric power is tripped off one time, so we think this hotel cannot accept too many customer, that’s why he try to ask us go to other hotel.

But if the host already knows there is electricity problem, then he should repair it before...