Dar Assiya — Hotel in Marrakesh Prefecture

I selected this property based on the numerous positive reviews and the responsiveness of the owner. I truly had high expectations, but they were not met. The primary positives during our stay were that the room was beautifully decorated and two of the staff were very helpful - Mouad and Ousama. However, I cannot recommend this property for the following reasons: ||- The owner was aware that we were visiting to celebrate my mother‘s birthday. The staff did not even acknowledge her birthday in anyway, not even wishing her a simple happy birthday. We stayed at three properties during our visit to Marrakech. The other two properties not only were intentional about wishing my mother a happy birthday, but they went out of their way to give her a birthday cake.|- We were charged for tea. In all of my travels I have never been charged for tea. Typically guestrooms are equipped with tea kettle and or a coffee machine or guest to enjoy at their leisure. Since this was not provided, I had to request for my nightly tea. This was simply unacceptable.|- During check-in I requested for two additional washcloths to be brought up to the room. Housekeeping never brought them. On the last night I again requested for two additional washcloths because I like to take showers morning and night. Our last morning there I opened the door to find two hand towels instead. Additionally, I noticed that the tea kettle from the first night was left in the same spot for the remainder of our stay. Housekeeping needs to do a much a much thorough job, tidying up and cleaning. |- The towels in the bathroom were very worn and not soft. They need to be replaced. Additionally, it would be helpful to have a toilet tissue holder near the toilet bowl a standing one would be helpful. It is also worth mentioning that the placement of the toilet and the urinal is not comfortable and lacks legroom space.|- I did not appreciate not having options for breakfast. Breakfast for the two mornings that we ate there consisted of carbohydrates in the form of breads and crêpes. Eggs were provided upon request. It would be helpful if guests were provided the option of selecting their breakfast thank you either the night before or in the morning. |- Although the Riad only has five rooms, more staff is needed, especially in the mornings. It is not efficient to have only one person responsible for serving guests and checking guests out. |- When I requested requested assistance from Mohammed, the primary property manager, to reserve a wheelbarrow for our departure, he sarcastically responded that we will need a larger one because he had to pay for the second one upon our arrival. First of all, I was not aware that he paid for the second wheelbarrow. But more importantly, it is the responsibility of the Riad to inquire how many pieces of luggage guests have in order to reserve the correct size. A basic assumption is that when guests are traveling a long distance each person will have a minimum of 2-3 pieces of luggage.|- Hand rails should be installed at the stairs leading to the suite and rooftop for safety reasons. It is quite difficult for the elderly or anyone with mobility issues to climb the...

Laurent, I understand that seeing my 3-star review on TripAdvisor among many 5-star ratings may be unsettling, but it reflects our experience at your property.

Yes, I initially emailed you saying, “We made it to your Riad, Laurent. It is beautiful! My mother loves the room,” which was our first impression. However, after spending one night, I followed up with another email outlining requests about the mattress and luggage racks.

While I understand your desire to maintain the unique spirit of the property, it’s your responsibility to clearly communicate both the amenities offered and those not provided. We exchanged 31 emails, yet you never proactively informed me about amenities that weren’t available. Your responses were only in reply to my questions. I’ve never had to ask things like “Is tea included?” or “Does the mattress come with a topper?” when inquiring about a property, as these are typically standard in my travel experience.

In 2024, you can preserve a property’s charm while still providing basic comforts that are standard for travelers. I shouldn’t have to ask for a mattress topper or luggage rack, or discover that tea isn’t included until reviewing my bill at check-out. Labeling someone as “demanding” for making these requests is unjustified and does not reflect quality, accommodating guest service.

You mentioned that there are 8 staff members, including you. During our stay, we only encountered 3 staff members during the day—Chef, Mohamed, and Housekeeping. Mohamed was the only one attending to three tables of guests (6 people) in the courtyard. In the evening, either Mouad or Oussama was present, but you were not. When I emailed you to request a mattress topper and luggage rack, your response was, "Thanks for your message. I will convey this to Mohamed, but do not hesitate to talk to him. He is at Dar Assiya, while I am in France at the moment."

Regarding the wheelbarrow, I understand there was a cost for this service, which you communicated as being included in the taxi service via email. However, I stand by my earlier comment that Mohamed was not polite when informing me that he paid 50dh for the extra wheelbarrow service, which I was unaware of. When I paid the taxi driver 200dh, my understanding was that this covered both the transportation and the wheelbarrow.

As for my mother's birthday, I did not know that having lunch or dinner at the Riad was a requirement for your staff to present a birthday cake or any celebratory gesture. In your email dated August 17th, you wrote, “Noted for the birthday, no worries I will talk to the staff.” In your TripAdvisor response, you stated, “You did not wish to have lunch or dinner at Dar Assiya, otherwise, this would have been accompanied with a birthday cake. It is not easy for team members to step in personal life, unless they are conveyed to.” Clearly, you did not communicate this to the staff as you stated.

Again, my review reflects our experience, and I hope you receive it as constructive feedback to help improve the experience for future guests at your...

Our stay at Dar Assiya in Marrakesh was nothing short of magical. Located in the heart of the Medina, the hotel is perfectly situated for anyone looking to explore the vibrant city. The location is prime, allowing us to easily access the bustling souks, historic sites, and incredible restaurants, all while offering a serene escape from the lively streets.

From the moment we stepped into Dar Assiya, we were struck by its grandeur and the stunning blend of traditional Moroccan architecture with modern luxury. The ambience was simply enchanting, with beautifully decorated rooms that exuded warmth and elegance. The attention to detail in every corner of the hotel is remarkable, making it one of the most visually stunning places we've ever stayed.

Cleanliness was impeccable throughout our stay, and the staff went above and beyond to ensure that every part of the hotel was pristine. But what truly set Dar Assiya apart was the exceptional service we received. Mouad & Osama and the rest of the staff were not only accommodating but genuinely cared about making our stay special. They took the time to get to know us on a personal level, assisting us in planning our days with excellent recommendations, and even engaging warmly with our 2-year-old.

We've stayed in many hotels around the world, but our experience at Dar Assiya stands out as one of the best. The combination of its prime location, stunning aesthetics, and the warmth of its staff made our stay unforgettable. If you're looking for a place that offers both luxury and an authentic Moroccan experience, Dar Assiya is the...