Royal Mirage Hotel Fes — Hotel in Fez

This message is for Ms Wissal : Thank you for taking the time to share your feedback. I am the coordinator responsible for the group accommodations arranged by the UfM, and I would like to address your concerns.

First, I would like to highlight that the group consisted of over 60 participants, and we received overwhelmingly positive feedback about the hotel and its services. It’s unfortunate that your experience did not meet your expectations.

Regarding the water bottles, it’s standard practice in hotels, especially those below 5-star or ultra-luxury categories, for bottled water to be charged as an additional service. This is common worldwide for seasoned travelers.

As for the currency exchange, the staff member who assisted you clearly mentioned that he didn’t have the exact change and provided 300 MAD instead of 307 MAD, with the offer to collect the remaining 7 MAD (approximately €0.7) later. It’s worth noting that you were not obligated to exchange your currency at the hotel, as there were several currency exchange offices nearby where you could have chosen to go instead.

I regret that this misunderstanding impacted your perception of the overall experience. However, I encourage you to consider the context of the services provided and the satisfaction expressed by the majority of our group.

We hope your future travel experiences are more in line with your...

I have stayed in this hotel a few times over the last decade. The main reasons I keep coming back are customer service, location and the facilities, especially the pool! All staff members seem really friendly and do their best to help, especially Ouafae the manager. In our most recent visit, We had a room overlooking the dual carriageway, but my wife wanted a different quieter view. They moved us to another room within a few minutes. My 9 year old daughter’s favourite spot is the pool. It has been recently renovated and is kept spotless. As a family, we also enjoyed the spacious room and bathroom. A double room has 2x double beds, a table and chairs as well as the usual TV, bedside tables, etc. Although there is no kettle, so bring your own if you fancy some builders tea in your room!

All in all, another enjoyable holiday and a warm welcome. I left Royal Mirage a review on Expedia in July 2016, but I felt they deserve another shout...

I recently stayed at Royal Mirage Hotel in Fez, Morocco, and unfortunately, I discovered that money went missing from my wallet that I used to keep locked inside my room safety box during my stay. Despite reaching out to the hotel management, I’ve received no response or acknowledgment of my concern.

This lack of communication on such a serious issue leaves me questioning the hotel’s commitment to guest security and customer service. I hope to hear back soon, but if not, I may need to escalate the matter formally. To future guests, I would advise caution and urge them to secure valuables carefully, given my experience.

Update1: The hotel has since responded, but their reply did not provide any concrete resolution or reassurance about the security of valuables kept in room safes. This response has only strengthened my concerns about the safety measures in place for guests.

Update 2: Now, they have...