Marbella Resort — Hotel in Al Majaz

The place is nice however, all that seems irrelevant after the encounter we just had with CHRIS-the pool lifeguard on duty this evening This is our 3rd night here & everyone is familiar with the fact that my daughter is autistic, however she is very well behaved & is not one to create a ruckus. She is calm & likes to keep to herself. Shes just like any other kid [or even better] unless someone provokes her. Even then, she doesn't fight, push or cause any harm to anyone. Its just her who suffers at that point because she is not able to communicate her feelings and us as her family. Anyways, around 6:30pm, my kids got ready for the pool & i was of course accompanying them but I was just a little behind because I needed to get my slippers, the keys & close the door which btw is just infront of the pool. Villa 901. My daughter who loves to swim walks happily towards the pool & there stands in her way is "chris-the lifeguard" blocking her with both his hands stretched to both sides. Then he was pointing a finger at her & speaking in a harsh tone, when I was in visible site & I was telling him to let them be and im right behind. He completely ignored me & didnt let them near the pool. He made them stand in the corner till i got my slippers on & rushed to them. When I questioned him as to what the problem was since I was right behind & knowing shes autistic, why did he try to provoke her, he started arguing & saying kids arent allowed in the pool without an adul. i reminded him that they were not IN the pool. They were very much outside the water & he ddnt have to approach them so negatively. he very arrogantly dismissed what i was saying & was trying to argue that what if something happened? I asked him, "in 1 min? & they are not even in the water? & what if ur behaviour with such negativity & making her stand in a corner as if she was doing some crime & is being punished; provoked her & triggered an episode, then what? Who will take that responsibility? & he with so much attitude and a dont care tone kept repeating, "You can go complaint to my manager if u want, i dont care". On the other side i see 2 small arab kids - maybe 10 & 6ish, alone in the deepest side of the pool UNACCOMPANIED & Mr. I follow the rules "chris" don't say anything to them. He didnt remove them frm the water, make them stand in a corner or point fingers at them. Is it because they are Arabs? Arab kids are allowed in the water without any supervision but an Indian kid isn't even allowed NEAR the pool? An autistic child is provoked not just verbally but also physically; but arab kids are allowed to jump, dive, scream, pull each other into the water by their legs etc UNACCOMPANIED & nothing is said to them? This kind of biased discrimination & racism, is something encouraged at your property? Is this the training given? Its allowed to disrespect & provoked special kids because they are helpless? They cant speak & defend themselves so try make yourself feel powerful by ill-treating them? & if triggered, it's their fault right? Everyone will stare at them in a weird way, pass comment etc, all directed to her. Not at the cause which are people like "chris" who deliberately provoke such innocent kids. There's no point of a nice room or beautiful view when this is part of the experience. I won't deny it, the property is beautiful & except for this one, almost everyone else has been great. BUT it doesn't matter because he disrespected & insulted my kids in public. It was a deliberate act of rasicm & I thank God my kis is patient & didnt let his pathetic behaviour effect her. She patiently waited for me. Is the management of Marbella Resorts going to wait till something major happens to take action against such employees? I took a video and some pictures of the unaccompanied arab kids as proof - the management is welcome to get in touch with me if you...

They are never committed with their words. We had a late check in because the room was not ready around 5pm if I didn’t go to the reception they will not provide me the room which I had paid. By the way I took 3 master suite rooms and my aunt took a standard room and they checked in also late same time 5pm and as a compensation I asked the receptionist name neha(Indian lady) to give us a late check out around 5pm and they have discussed it along nada(Arabic lady) and agrees to 5pm check out. Then the next day comes someone on the reception called for check out name (yusra -a girl) Gsa she’s asking us to check out at 2pm which I had informed her that the receptionist yesterday neha give us 5pm late check out. And she’s suddenly didn’t stop talking and said no no hotel will not do that we are only “GSA” they can’t decide on their own no one can, and I said I demand to speak to neha and the manager. But the neha is not in she’s coming about 3pm as per yusra so we can only speak with the manager, so as we expect the manager will take the full accountability is being us mis-informed well he didn’t do anything and just said there’s nothing we can do about it. Like hello act like a manager your just wearing a suit and tie with a name tag manager but don’t act a all. 🤐

This staff needs some massive training at all! No hospitality service, no customer service. Our friends recommended this place but I informed them not worth paying because of the services. 👎🏻

Location is 5 star Food never tried Room is 4 star Staff is negative rating👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻

What will you do if the resort is good but the staff is incompetent? 👎🏻👎🏻👎🏻

Never again! 👎🏻👎🏻👎🏻👎🏻

I hope the owner the COO the BM can read this so they can be train well especially yusra and the manager talk talk talk never listen!...

This is our second time staying at Marabella Resort. While we do like the place overall, there have been several issues that really affected our experience. The biggest concern is the presence of large cockroaches—some the size of my hand—and lizards in our room. We’ve complained multiple times, but nothing has been done about it. When we arrived this time, the mattress where my younger brothers were supposed to sleep had a huge yellow stain. Although it was eventually replaced, the carpets were still dirty and clearly not well maintained. Today, we also had an issue at the pool. The lifeguard told us we couldn’t swim unless we were 16 or had someone older watching us. This was never a rule before, and when we pointed to the board of rules, it clearly stated that children over 12 could swim unsupervised. Still, the manager insisted on the new rule, which made no sense and wasn’t officially posted. Overall, I’d rate the resort a 2.5 out of 5. It has potential, but they really need to improve cleanliness and make the place more teen-friendly. ———————————————— After receiving the respond I have changed my mind all of the negative feedback i actually take it back this place is amazing and in my second visit the first day we ordered a barbecue pizza and it was really delicious and worth the forty dirhams you do not have to pay for the bills only your stay we have practically stayed here for one year combined this year and last year I know a girl here staying with her family for here a year and they’ve got a dishwasher and a oven me and my family would love and kindly appreciate if we would’ve had those in total of taking back my terrible review I would rate this...