Eden Andalou Hotel Aquapark & Spa

We went three adults sisters and two of our kids. One disabled. First night night manager was very welcoming extremely accommodating and very kind. Due to my disabled nephew he agreed to change our room to ground floor on at an extra cost which I happily paid for the convenience of my family. Main restaurant is very varied menu although after 5 days three of us caught a tummy bug which made us very lethargic. I can't say if it was from the hotel but we had some antibiotics with us and we used so it made us feel better faster. All seemed to go well, staff are very professional entertainment is exclusive to toddlers although the entertainment team very kind to my 11 year old nephew. There is a theme each night in the vat downstairs and that was very family friendly. Pools areas are cleaned daily and a lot of sweeping happening. The gardening needs to be improved and bugs kept at bay by frequently spraying pesticides but their gardener is quite slack in that aspect. We spent £2800 with Thomas Cook and an extra £900 in shopping , taxis (very expensive) because the hotel is very FAR AND IN MIDDLE OF NOWHERE. Taxi are not very efficiently air conditioned nor clean. There is a tour company on site if the hotel which is run by this very UNPLEASANT woman. Who only flirts with white European men and pays respect to white families. If you are Muslim, and Asian forget it. Same goes with 90% of the service staff. We booked a camel ride experience via "Excel Tours" on site and I specifically mentioned that my nephew is disabled and I can't trust him alone on a camel. Would it be alright if two kids and two adults each to go on separate camels. So one adult and one child on one etc. She said yes. We got there in the day and the van that took us there dropped off another party for a more comprehensive package that included quad bike experience. The camel herder was kicking the pregnant camel in the belly. Tell me about animal rights. Poor thing, I felt guilty to let my 35kgs nephew on her. I felt so guilty I got off the camel and let my nephew go alone. The camel herder said the office has not given you correct information because the children are not toddlers. We were distraught. So we squeezed two kids in one camel that the saddle had one strap under its tail but none around the kids. My niece got very agitated and we took her off after 5 mins. My other sister didn't even ride as we thought we were cheated and given wrong information. In all ourlt of one hour if camel ride for the four of us only my nephew got about 20 mins. Rest was wasted because the place was not very nice, very old furniture in the waiting area. No toilet, no drinking water offered and only a bunch of sick and weak looking animals. The taxi that took us there was damaged and he took 15 minutes in the way back to put petrol in his car. Why on earth was this not done prior to him starting his day. They also told us to WAIT ANOTHER one hour for the other party in scorching heat under a shaded area before we could go back as the taxi was TOLD to return with two different bookings arranged. What an awful bunch to deal with. We paid £960 dirhams for that trip which was about £88 of being treated atrociously. Please save your money and dignity and don't use EXCEL TOURS under any circumstances. The management of the hotel are very unprofessional and unsympathetic. My nephew was admiring one of the table top statues lined on both sides of the lobby when the legs of the horse broke. What ensued from the management was a drama akin to a pathetic lame show. They told us you have to pay us £325 or thereabouts for the statue. I was astound. The statues, mind you, didn't provide a "family friendly" vibe, rather a brothel look but that's a matter of cheap taste from the management. The statues had no "do not touch" signs, made of cheap gypsum , I could scratch the broken site with my fingertip. There were no protective cases around them either. After a lot of negotiations they called the police and we said fine as we believe a business in this day and age surely should have insurance and indemnity coverage? As goodwill gesture I said to them I got a good personal travel insurance policy and you are the asset owner please contact my insurance company to claim your so called value of this statue. And that was not agreed by the management. In the end they called the military police whom attended after a long wait , nearly an hour, we were not sure we would make it to our flight. The petty actions the management carried out in the course of this event continued namely: 1. Threatened us to stop us physically from leaving the hotel. 2. Threatened us to call the police to arrest us (and they did) 3. They withheld our luggage and refused to give it to us which constituted theft even we asked for them 4. They refused entry to the airport private taxi I had booked on the way back to drive into the reception so we ended up walking 10 minutes to the front gate in scorching heat with two young children and our hand bags and my sister's breathing equipment. Very nasty , vile people in Morocco and I would never go there again. Bad after taste of what could have been lovely trip it's shameful to treat your guests like this. We valued your country to come and visit and this is what we get in return? I was disgusted to be treated like a petty criminal for something that's easily resolved via insurance. We were all in tears on the way back. Marrakesh is not a destination for families because it's just a desert. Please save your family and self from that death hotspot -Aquapark- next door with broken poolside slabs, sharp edges, run down and tacky slides, old doors and dangerous structure, lazy life guards and barely understanding English. I had to constantly use ChatGTP with my french and Arabic language knowledge to communicate. The G4S security are as annoying as ever. My nephew has a door stimming and its part of his routine to calm down, instead he was prevented and bullied constantly by these people. What a nightmare and petty attitude. Morocco stay in the dump of a place you are.

The hotel is beautiful and the staff are very welcoming and professional. The good is delicious and fresh. The rooms are clean and spacious. The water park is great fun for the family! We'll definitely come again!

I normally don’t write reviews, but after staying at this hotel I felt I had to share my experience because this is definitely not a 5-star hotel. From the moment we arrived, the experience was disappointing. We arrived late at night with children after a long flight, and instead of a warm welcome, the receptionist, Ayoube, was rude and aggressive when we questioned why we were being charged more than expected. Throughout our stay, many staff members were unfriendly. Some waiters ignored drink requests, drinks were sometimes served in plastic cups, and another bartender, Yousoufe, reacted very aggressively when my sister asked for a second drink. We honestly did not feel welcome. The rooms were very basic, the children’s beds were extremely hard, the shower was difficult to use, and the food was repetitive every day with little variety. Kids’ entertainment was also disappointing. The hotel also charged extra for many things. We had to leave a large deposit for swimming towels, which we found unreasonable compared to other hotels. We paid £120 deposit for 6 towels, and although we returned 4, we only received £80 back because one towel was misplaced near the pool and another was missing. We were unhappy with how this was handled. The worst experience happened on our last day. Although our transfer was not until 7:30pm, the manager followed me into the dining area and stopped me from getting a small snack for my 2-year-old child. It was not about the food — it was the rude and embarrassing way he treated me. Overall, the rude staff, poor customer service, and extra charges ruined what should have been a relaxing family holiday.

Great place staff are amazing especially Leyla

Definitely will be coming back here again everything was actually amazing. All staff are super nice and friendly always keeping you smiling. Place is full of activity’s and events. Perfect family holiday location.