Barceló Fès Medina — Restaurant in Fez

We stayed here as part of a Gate 1 tour and honestly it is the worst hotel experience I have ever had as part of a tour group. I have already grown really disenchanted with guided tours as they have really gone down hill over the past few years or so, but my mom is older and likes the structure of them so we went ahead and did this one. Hotels like this are exactly why I stopped doing tours.

I immediately had a bad feeling when I saw our room was on a floor with active construction. Once I opened the door I saw they had ONE bed for me, my mom and my sister. I'm a 25 year old man, my mom's 63 and my sister is pushing 40. Under no condition should we have ONE bed. We had to fight and argue with them to bring in an extra bed for me. Once they did, everything was ok until the evening when we saw a literal colony of ants crawling on the floor. We brought this up to the front desk and they did nothing to address our concerns. I have attache pictures of the ants and have videos of them crawling over the room and beds, TA does not allow videos though.

The toilet also did not flush and was constantly stopped up. Guest service people go home around 11 so there was no one downstairs to address our concern and we basically had to sleep with a stopped up gross toilet.

But wait, there's more. When we woke up in the morning to head on our tour for the day we discovered upwards of 50 small ants crawling around on the coffee table and under the coffee pot was a stain that had clearly been there for WEEKS at least. Meaning the Barceló staff do not properly clean their facilities and are not sanitising the rooms after guests. At this point we were beyond done and demanded that we get a new room, which they obliged. But for the amount of money we spent on a gate one tour to have experiences like this is totally unacceptable.

Moving on from the room, there is a resteraunt that has subpar food, but there's not much else in the area to eat so you're kinda stuck with it. Even though the food was bad, the staff there were very kind and helpful so I will give them a break for that.

The staff at the front desk were largely helpful, but they had to be begged to bring us more towels and other requests. I really hate having to call the front desk 100 times for a towel. Just put enough towels for the evening AND morning in the room.

We were not the only ones on our tour to have a bad experience either. Our friends on the tour said they had to call the front desk dozens of times to get their shower head fixed and they had no warm water. Insane.

Overall, very poor experience and I would urge everyone to avoid this place. I have no idea how it has...

Communication and customer satisfaction do not seem important to the staff. I don't know where to start? I booked 2 days at the end of a long Moroccan trip to relax before I flew back to the UK. I have paid extra to book the medina view room and during the check-in process, I mentioned to the receptionist that I have booked this room and all I got was 'ok' but when I entered the room, it was a pool view room. I observed that there were so many ants on the table surrounding the welcome gift (more on this gift later...) and I swiftly went down to the reception and explained what had happened. Then the guy at the reception spent some time looking at the available rooms and provided the medina room. There was no apology offered at all. My question is , when I have specifically paid extra for a room, then why don't you give me the room in the first place?

I was assured that my welcome gift and a courtesy water will all be transferred. I had to let the reception know 5 times that my gift and water has not been sent to my new room and every time the guy in the reception says "ok, I will send someone" but that someone never came. At night, someone did come and asked the same question - have you got your gift and water transferred, I had to repeat the whole story, staff immediately told me they are going to check with the reception but as usual no news after. That night, my wife and I got sick from food poisoning (food from the medina and not from the hotel) and was up till 4am. Building works started around 9 am. None of the staff were courteous enough to let us know about the building works, I had to finally pull myself up from the bed with the little energy I had, to go and speak to the reception and I was told "Maintenance works were not supposed to happen and the guy in the reception was not sure why people are still doing building works"...I was told works will stop in 1 - 2 hours again no apology offered or we were not offered another room far away from where the works are happening. I had to grab my bag pack and get out of the hotel, and sit in the nice park before the hotel just across the road. When I did come back in the evening, building works were still going on and I told the reception I was told this would stop in 1 - 2 hours by the guy who was before you and I was told the staff before him did not have the correct information and the building works will only stop at 5pm. Why would you give out false information?

I don't think it is worth spending money to stay in...

1-When I arrived at this hotel I immediately noticed mosquitos in my room. I called the front desk & asked for mosquito spray - they said they would bring it & it never came. 2-There was no garbage pail in the room. I called the front desk again reminding them that I needed mosquito spray and also a garbage pail. They said they would send them up, but neither ever came. 3-The towels were ripped and grey. I called the front desk again, asking for clean unripped towels, reminding them again about the mosquito spray & the pail. The towels did come in about 30 minutes. When the spray & pail didn't come I went to the front desk & inquired about the spray & pail. They gave me a new room. 4-The lights didn't turn on in the new room. When I went to the desk to tell them this they said you have to angle it upwards. When I did this the card reader for the lights came out of the wall. They fixed this & positioned the key so that the lights went on & told me to leave the key in, giving me a second key for the door. 5-The towels were grey and ripped in this room as well. I called for clean unripped towels & finally got them after another 30 minute wait. 6-The towel rack was coming out of the wall. I told the front desk about this (showing them a photo) they said they would send someone to fix it the next day in the morning, while I was out. 6-When I went to turn on the air conditioner, only hot air came out. When I asked the front desk about this, they said they only have air conditioning in the summer. 7-I was touring with a major tour company & we had a buffet dinner in the restaurant. The only vegetarian choices were scalloped potatoes, veggies, and rice. We were told not to eat the raw vegetables since the water is not clean. 8-When I went to breakfast (at 7:25 am) there were no coffee mugs. I told the wait staff about this & they said they would get more mugs. After waiting 10 minutes, I looked for a juice glass. There were no juice glasses either. I asked the wait staff again about the coffee mug & a juice glass, they walked me to the front desk and I was able to take 2 water glasses for the coffee & juice. 9-When I returned from touring the towel rack was still nit fixed. I told the front desk this and they said they didn't know it was broken (it was a different person working in the morning than the night before) They sent someone to fix it in about 30 minutes. I have toured 8 other countries in Africa and have never stayed at a hotel, motel, or...