Hotel Palais Ronsard Relais & Chateaux

Extremely distressing and humiliating New Year’s Eve experience We attended the New Year’s Eve gala dinner at Palais Ronsard expecting a refined and respectful experience. Unfortunately, what we encountered was one of the most uncomfortable and humiliating dining experiences we have ever had at a luxury property. Despite clearly communicating that one of us is vegetarian, non-vegetarian food was served to the vegetarian guest. When this was pointed out politely, the situation escalated in a completely unacceptable manner. A hostess raised her voice and screamed at us, apparently because she had mistaken us for another table. There was no attempt to calmly verify the situation before addressing us in this way. Instead of resolving the issue discreetly, multiple staff members repeatedly came to our table, drawing unnecessary attention and making the situation increasingly embarrassing. At no point did anyone stop to properly understand what had gone wrong or how humiliating this was becoming in a public setting. Most disappointing was the response from senior management. Karima Sahraoui, along with others, came to the table not to listen or show empathy, but primarily to defend the hostess, repeatedly stating that she was “not rude” and that it was a “misunderstanding.” This was done while we were still visibly distressed. There was no genuine attempt at understanding, no accountability, and no sincere apology. Being served food that goes against dietary requirements is serious enough; being spoken to aggressively and then publicly invalidated by staff and management is unacceptable. Luxury hospitality is defined not by aesthetics alone, but by grace, discretion, empathy, and accountability—especially when mistakes occur. Sadly, on this night, Palais Ronsard failed on all counts. We left the evening feeling disrespected, humiliated, and deeply disappointed, and this is not the standard one expects from a Relais & Châteaux property.

Most of the experience was very positive - beautiful hotel and wonderful staff. However on New Year’s Eve they had a beautiful dinner and I had a horrifying experience with a hostess named Esonia. I had told them beforehand that I was vegetarian and they got me foie gras, and then crab. When I politely said I can’t eat that, the hostess named Esonia came to our table and unexpectedly started yelling at me about not having enough notice for the preferences. I hadn’t even said anything other than, “I’m sorry I can’t eat that.” That was it. She started screaming about how she had called our room yesterday (we were probably out as you do on a vacation) and therefore didn’t have enough notice so it’s my fault. Again, I didn’t say anything other than “I can’t eat this.” This experience was so disturbing and unexpected that it made me tear up a bit. My husband went to call a staff member to talk about the issue, the woman came back to “explain” and started aggressively saying, “she’s not crying right now!” This threw off the entire experience for us and severely affected how I thought about our stay at the hotel. At a hotel this expensive you expect to at least not be yelled at without reason. That is sadly not the case

Beautiful property, but the experience was ruined by management. The director was aggressive, mean, and extremely impolite when we raised a simple issue. Completely unacceptable behavior for a so-called luxury hotel. We left feeling disrespected.

It was a wonderfully relaxing short break to recuperate from our climb up Mount Toubkal in a relentless and ferocious wind! The calm atmosphere and opulence of the magestic grand dame was an absolute delight from start to finish. The staff were excellent with that understated charm awaiting on your every need. Mohcine was so attentive on the door, whilst Rashid was at hand to help with room service and Youssef on reception kept things well organized. Yousra made all at home, checking that all was well. Oumaima was a whirlwind, keeping everyone in order and making things run smoothly. Don’t miss the haman! Total relaxation.

One of the best hotels I have stayed in - staff very attentive and kind, room exceeded our expectations (we got upgraded from Pavillion to Grande Pavillion) and amenities were 10/10 - I really enjoyed hotel gym that had everything we needed. We had room service from hotel restaurant and food was amazing. Overall 11/10 stay! Will definitely try to come back. One small thing - we wish they would have provided us with more complementary water.