LABRANDA Rose and Aqua Park — Hotel in Marrakesh Prefecture

First day we arrived we was given key card to our room but the room already had another family in it! We walked into this room put the light on and thankfully the other family wasn’t in as this could have been very upsetting for them and us! Reception didn’t given a care about this and issued a second room! Second room had no working AC, no working fridge ( lights flashing constantly) no bidet as advertised. No kettle or iron available upon request as stated also. Very very uncomfortable night as it was 45 degrees and no breeze! So no one slept that night. ||Second day we was given a third room but we asked for a room with a balcony due to my partner having anxiety, rooms without made her feel like she was in a cupboard or prison cell and we wanted what we paid for over 3k paid! Was told no as no balcony rooms left, then told no as no kids allowed in them ones as room not big enough! We Requested easy jet rep speaks with them due to my partner being mocked by the young girl on the desk! As she told the girl on reception everything that we didn’t have that we should have had in our room and whilst she was reeling off the list the girl on reception is laughing saying yes yes yes.. then she said show me the proof you booked for this, I told her this proof was already shown the previous day when we paid the 500 dirham tax and booked in. I refused to deal with them further and involved the easy jet rep to liaise with them. We received the balcony room and bed wasn’t big enough for 3 so we made a bed on the floor with quilts as the AC wasn’t working that well! So my son slept on the floor that night till we could find a shop that sold blow up mattresses! That’s 2 days wasted sorting out our bedroom, then being treating rudely because we challenged them over it! By day 5 I asked for a clean sheet and extra pillow for my son as we never received any extra towels just 2 a day even though they knew and was asked repeatedly for extra towels and sheets! We then received a bed in our room for my son to sleep on… why this wasn’t done on the first day is anyone’s guess! By day 9 this bed was replaced as it was missing slats and mattress kept collapsing through the bottom so the cleaner gave a newer bed! Saying this one was not good! Sadly forgot to take pics of this bed. Lighting in our room had poor electrics, you touch the wire slightly, the lamp turns off! You plug something in and the whole socket would come out the wall. The phone is for looking at as this doesn’t work, no dialling tone, so if you have an emergency you either have to chance it with the lifts that are either on hold or stop at every floor or don’t work, or they’re being put on hold so staff can delay people entering the dining hall due to being over populated! The other option is to take 1 flight of stairs or up to 6 big flights of stairs depending what floor your on the get help! || We received poor service from staff as it’s evident they don’t like English people! They cater for Muslim Moroccan (French) and Arabic …. This is shown by the entertainment available where French and Moroccan language is used and the English are left wondering what is going on or what’s being said! There was No kids clubs available either, these are also advertised! Same entertainment every night! Same songs, same routine! No snacks unless you pay for them! Quieter bar attached to outside bar, but you have to pay for drinks in there too, other restaurants onsite, not included with all inclusive either, fees payable for these! You’re questioned who the drinks are for and refused drinks even though you’ve paid all inclusive! Beer is always running out or your told you have wait half an hour till they get more, Slushy machine never lasts, so kids end up either drinking very diluted squash or cola ( which our son isn’t allowed due to ADHD)kids not considered at all! No snacks or ice cream available for them! Fizzy drinks poured from bottle by staff, so mostly flat and warm! I barely drink and the vodka is not vodka as I couldn’t taste any alcohol whatsoever in my drink! ||Human faeces floating in the pool(3 big lumps) on 3 sides of the pool! A holidaymaker took them out with cups as it took the cleaner half an hour to go and clean the sides of the pool to remove these! No one was evacuated out of the pool and pools were never cleaned, it was just business as usual, no urgency whatsoever, no cleaning or filtration after this either! Chlorine content too high also as our family and many other adults and children had ear and throat infections that required antibiotics from the pharmacy across the road! Your eyes sting before you’ve even dunked your head in! So most of the holiday our child was sick and unwell with diarrhea, sore throat bad ear infection and a temperature. ( pic included of prescription). I’m not surprised given the hygiene or lack of it in this hotel! ||Water slide area was an absolute joke! The steps leading up to the slide are a health hazard! Cracked plastic steps! The paving slabs as you come off the slides are horrendous! My partner tripped on these paving slabs as they are sticking up or sunken or move when you step on them and she’s ripped her whole big toenail off as you can see from the pics ( evidence in pics)! The lining of the pool is not fitted so when you walk in the water you can feel big bubbles of the pool lining under your feet! These pools are disgusting too! They’re never cleaned and you can feel all kinds of debris under your feet! ||snacks available at this part of the hotel but it has to be paid for also! The toilets and shower cubicles in this toilet are shockingly filthy, not cleaned throughout the day! No hand driers turned on in the main hotel toilets either so it’s drip dry or wipe them on your clothes! Toilet roll constantly empty too! Lifts barely work, we took the stairs multiple times a day.., when lifts are working they have a cleaner at meal times putting lifts on hold pretending to clean the mirrors to slow down the dining area traffic! It really has been awful! ||My partner was stopped taking food out of the restaurant to take to our room to feed our son who was poorly! We had no choice but to use a takeaway app called glovo to get him something to eat! ( pics of how much we’d spent doing this included) had we not of done this he could of ended up in hospital! ||The restaurant is absolute chaos! You’re only given water at meal times one bottle per table! Soft drinks poured from bottles, warm, waiting in the sun for staff to offer you at meal times! Staff and guests allowed to use their fingers to touch food and put it back! Even though utensils present! We observed children licking there fingers getting pizza and then putting it back for the next person to take! Using their fingers to pick up cheese to put on pasta! Finding a salt pot was like finding gold! Not all tables had them! Eggs are very snotty and runny at breakfast time too! Really unpleasant! I cut my elbow on the room dividers in the dining hall as it’s so old and needs repairing or replacing! It’s metal with the white plastic covering it, but the metal has sharp bits poking through it! ||As soon as you’ve finished eating staff are taking your plate ( because they need them washed due to too many people) so if you wanted seconds you’d have to queue up again! Dinner was the same the whole time we were there! The fries are double fried so part cooked then left on the side to fester and cooked as and when needed and kids were often left waiting for these! Staff had injuries to their hands, no gloves or coverings on these injuries, cutting up pizzas and serving food without utensils! Not hygienic at all! Cleaners do their best but rooms are filthy ( evidence in pics) bathrooms filthy but beds changed daily! No other cleaning happens! The pictures of this hotel on your website must be historic as this hotel is not what we would choose in the state it’s in this present day! Carpets in halls you tripped up due to being unfitted properly or degraded (Pics included) it’s not 4 stars! ||There are beautiful cats at this hotel and staff have rat trap type cat catchers to try and get rid of the 2 cats here! Because they want them out of the hotel! These cats aren’t given water! One is pregnant so I gave it food and some water and it drank for 3 minutes solid! Such cruelty, they have peacocks too which they used a broom to chase away! ||They were painting fences in the day with cones out whilst people are walking from one swimming pool to another! Electric wires lay on floor with cello tape covering the exposed wires! If one of the guests stands on that with wet feet I would imagine they’d die or end up in hospital! ||We were told that most recent reviews were bought and this is how they’ve gone from a 2 star to a 4 star in such a small amount of time! No renovations have been done at all! Had we of known this we would have chose another destination! ||French Muslim and morrocan Muslim adults would sit by the pool steps at the shallow end where kids would need to play and splash! They refused to move for the kids to enter the pool! They would tell other people’s children off including ours for splashing near them! We counted these same people causing trouble with 6 families! ( English families) these English families were then treated very poorly for telling these people to go to the adult end and stop picking on the kids! Constantly stared at and mouth noises made when having to walk past them! Terrible atmosphere when there didn’t need to be any at all! Very miserable staff, no smiles, grumpy rude and arrogant, I would not recommend this hotel to a tramp! Its very very dated, It’s very badly run, very arrogant, rude people and staff, didn’t get what we paid for (3k) we paid for this holiday and we was happier going home and would have gone home earlier if we could have afforded it! We are all going home feeling stressed, injured, unwell and filthy… very unpleasant holiday for an all...

This is the worst hotel I have stayed in it looks 4 star but actually a 2 start service.

The room we had, had a broken door knob so u could close the toilet room, the fridge was broken, the TV was grainy, the windows just looked out to a wall, when we asked for a city view, some of the pillows didn’t have covers and only got them after midnight after complaining multiple times.

We were given a family room as I have children but it’s next to a night clubs which plays music till after 11.30pm which is so loud it feels like it’s penetrating your soul.

I have children and I took special milk for them but the room they gave had a broken fridge they sent someone after midnight to fix it but still didn’t fix it and then after complaining multiple times throughout the night and following day they finally changed it around 3pm the following day by then all the food and milk had gone off.

Also the air conditioning is terrible all night I had it on 18 but the room temperature was 25 it wouldn’t go lower than that regardless of how low you put it.

I asked them for a bowel with ice and water in the night to keep the food good but they said they didn’t have that facility.

The room didn’t have enough towels and each time you would request by going down to reception as no one answers the phone for towels as there are 5 of us they would take up to 2-3 hours each time, honestly most of the time we had to use the dryer to dry off because it takes them so long each time.

Also there were urine stains and curly hairs on the toilet, when arrived.

The towels were dirty, stained with brown marks I don’t know when they would only give 2 bath towels, even though there are 5 of us. Also no floor towels or mats in the bathroom to soak the water so your clothes would get wet and dirty or you would slip around, im just glad none of us had fallen too hard.

Hardly any of the staff speak English and once I asked for a towel I was given a body scrub.

They also offered to move up one floor higher but we refused as the music would still be there.

The swimming pool outside is freezing the lifeguard is just looking at his phone my daughter literally nearly drowned twice my husband had to jump in and save her one and my daughter once.

It’s been 3days and still no one has come to fix the toilet, which just constantly runs water and the same in the new room.

Also they tried to move us after our second day to a room that had building work done near it, the sound was very loud and annoying, so I refused that room.

Anytime they say anything…we will do right now but it takes them 2-3 hrs each time, for a towel, toilet roll, even to help us move rooms I asked for help 2hrs later we just moved everything ourselves.

They moved us on our 3day to a room that had a problem with the toilet which they said they would fix before we moved, again it took over 4hrs to fix after speaking to them multiple times then had to get the manager involved, whilst doing the work the whole room stunk of poop and had dirty black water all over the floor, which they didn’t clean properly and when the woman came after speaking to the main manager she cleaned it with a dirty mop which then she used to clean the remaining floor with!!

So I had to clean the floor myself then to enable us to use this space.

The other room is far from the other room, and even this room has constant music playing outside day & night, it’s actually louder than first room but Iv just given up now!! It says online that the rooms are sound proof, what a big lie!!

Today is our 3rd day and all Iv done and gone back and forth to the reception to speak about all our issues, I haven’t had a single chance to rest or enjoy our holiday.

I only have two days left and will just have to endure it now, food was good that’s about it.

All I get is attitude from the staff.

P.S the pool outside for children is freezing cold my children were literally shaking, the indoor heated pool you have to pay another 800 each to use £6 each the one outside is ever so slightly heated but still too cold to use...

If you want to be ripped off, lied to and discriminated against then this hotel is the right one for you. I have just come back from the worst hotel experience ever from the most rude, inconsiderate and unhelpful staff ever and can honestly say its the first time I've been to a hotel where the bad reviews have been 100% accurate unless you're French. The only reason I say this is because it is crystal clear that the hotel is catered towards the French as they had proper greetings with guided tours on their arrivals. Me and my friends however did not, on arrival we were asked to fill in a form and asked to borrow a pen, to which the little old man behind the reception desk who works there during the day simply responded 'No.' During the day there are two male receptionists, and any simple request given to them, their answer was always no.

On the first night I asked the gentleman with the glasses behind the reception desk if I could borrow an iron, he went to ask another receptionist and came back with 'no, you have to pay for laundry service.' This was definitely a lie as I saw other guests requesting irons and getting given them. I asked again on the second day but again the answer was no. On the third day, I went to ask again in the evening when the daytime male receptionists were gone and Houda arranged for an iron to be sent to my room in a matter of seconds. I also asked if she could use book us a table at the famous 555 club in marrakech, she sorted this out in seconds. She is the only member of staff that tries her best to please customers. Thank you Houda.

This hotel also falsely advertises its service, we paid for all inclusive but you have to pay extra to use the indoor pool or the aqua park. The pool next to the outdoor bar is like a freezer and impossible to swim in. It does not say anywhere on their website that you have to pay extra for the indoor pool.

On the last day, it came to our attention that we had to have boarding passes printed as per the airport guidelines so I went down ro reception and asked the little old man working behind reception at daytime if he can print it for us, he flatly refused and lied to me telling me that the reception printer was broken when it definitely was not as i saw it being used and he directed me to the concierge Mohamed who works for meeting point, so I went and he was going to charge me 80 dirhams to print 4 boarding passes. I told him that this is extortionate and was not happy with his attitude. He then told me that it would cost me £200 at the airport and that he was doing me a favour by only charging me 80 dirhams. Frustrated with his attitude, I told him I'd write a bad review and got money ready as we were desperate and needed them printing. He then refused to print them for me at all. I went back to the reception desk and spoke to the gentleman working behind the currency exchange counter, and explained that Mohamed was going to charge me 80 dirhams for 4 boarding passes and for him to do this for me instead. He then turned and spoke to his colleague (the little old man) in Arabic before changing his reason for not being able to print for me by claiming his outlook wasn't working (complete rubbish). Both day time male receptionists- the little old man and the man working behind the currency exchange counter are useless and always find the most ridiculous excuses not to fulfill any customer requests.

To the owner responding to every bad review with the same generic email saying that you will take on the feedback and use it to improve and that I should trust you again, don't bother trying to mug me off with that rubbish because clearly you've done nothing to improve the quality of service. The only way you might be able to improve the service is if you go back to school and ask the teachers to teach you that lying, discrimination and cheating is wrong.

I WOULD RATHER PAY DOUBLE THE AMOUNT THIS HOTEL CHARGES TO SLEEP ON THE STREET. AVOID THIS HOTEL AT ALL COSTS

TO THE ONLY HELPFUL RECEPTIONIST HOUDA, THANK YOU FOR HELPING US THE...