Hotel Palais Ronsard Relais & Chateaux

I had an extremely serious and distressing experience at this hotel, and I would strongly advise other travellers to be very careful. During my stay, hotel staff handled my luggage and, without properly informing me, my belongings were placed into a vehicle. My luggage then went missing. Inside were my passports, important documents, bank cards, personal belongings and other valuables. This was not simply a forgotten bag or a minor inconvenience — losing my documents left me in an extremely difficult situation and caused major disruption to my travel. A police case has been opened regarding the incident, and CCTV footage was reviewed as part of establishing what happened. What shocked me almost as much as the loss itself was the way I was treated afterwards. Instead of showing genuine concern, responsibility or empathy, members of staff were rude and defensive. At one point, rather than apologising or trying to support me, I was asked whether this was “the first time I had travelled in my life.” I found this comment incredibly disrespectful and completely inappropriate considering the seriousness of the situation. The attitude from the ownership was equally disturbing. The female owner was smoking directly in front of me inside the hotel, right next to the reception area, while I was dealing with the consequences of losing my documents and belongings. There was very little sensitivity to what I was going through. Despite the fact that my passports, documents and personal belongings had gone missing after being handled by hotel staff, the hotel did not even offer me a complimentary room, a discounted stay, or any meaningful assistance with accommodation while I was stranded dealing with the police, my travel disruption and the loss of my documents. I found that extraordinary. I was not expecting luxury treatment. I expected basic professionalism, accountability, compassion and an effort to help resolve a serious situation that happened while my belongings were being handled by the hotel. Unfortunately, instead of apologies and support, I experienced dismissive behaviour, rude comments and a lack of meaningful assistance. Travellers trust a hotel not only with their comfort, but also with their safety and belongings. Based on my personal experience, that trust was completely broken here. I am leaving this review so that other guests can make an informed decision. The matter is currently documented with the police.

Damage deposit still not refunded! No damages has been done as confirmed by the hotel. Instead, hotel replied, that I need to come back in person, to collect the damage deposit, otherwise they will reduce it by 30%! Is it 5 star hotel behaviour? Absolutely not, non professional!

Absolutely stunning room. One of the best hotel rooms you could wish for. Very beautiful setting and lovely breakfast however the staff at breakfast are a little slow and the Poole staff could be a little more attentive. As it's quite difficult to get their attention sometimes if you would like a drink otherwise it's a beautiful venue and very romantic place Their Sunday lunch is wonderful as well.

As a Relais & Châteaux property, Palais Ronsard sets expectations for a high level of hospitality, professionalism, and attention to detail. Unfortunately, our experience following checkout fell well short of that standard. At check-in, the hotel processed a 4,000 MAD charge ($600 Canadian) on my credit card for incidentals, which I was explicitly told was only a preauthorization hold. Upon checkout on May 6, the hotel also correctly processed payment for our stay separately. However, more than two weeks later, the 4,000 MAD charge had still not been reversed. I raised the issue at checkout and was reassured it was simply a hold and would correct itself. When it did not, I followed up by phone on May 14 and via WhatsApp on May 15 and May 22. Both communications assured me that someone would get back to me right away, yet no one ever responded to any of my follow-ups. What is most disappointing is not simply the billing error itself — mistakes can happen — but rather the complete lack of communication and accountability afterward. For a luxury property operating under the Relais & Châteaux banner, ignoring repeated guest inquiries regarding an unresolved credit card charge is unacceptable. The property itself was pleasant enough, but overall the stay was average and certainly did not justify the level of frustration caused afterward. I have now had to escalate the matter through my bank as a wrongful charge dispute, something that should never have been necessary had the hotel simply acknowledged and resolved the issue professionally. I sincerely hope management takes guest follow-up and financial accountability more seriously going forward.

The location of Palais Ronsard is about 30 min from the Medina of Marrakech (old center) The place has a very calm atmosphere, and the gardens are magnificent. The rooms are nicely decorated with a lot of authentic furniture and details The value for what you get is somehow high priced The cleanliness of the rooms is ok, but not the high windows. We made a complaint but the guys had no proper materials to clean properly! The managment should have specific people only for window cleaning. Ours were so dirty we missed light in the room. There is absolutely no noise disturbance in this hotel. In our room, close to the pool , we hardly heared the soft music aroung the pool. The pool was well heated although we had low temperatures and rains. The service is truly excellent. The restaurant offers different menus. International and local cuisine. The taxis of the hotel to and from golf courses, other restaurants and more was very efficient.