La Mamounia

We had an afternoon tea at Le Menzeh Par Pierre Hermé and it was fantastic. An absolute must when you're in Marrakech. The team members - Hammoud and Omar are friendly, service that is top-notch and what great hospitality. Impressed by them. My visit to Marrakech was complete because of the tea experience at La Mamounia and the staff there.

We stayed two nights at La Mamounia Hotel, a beautiful and historic hotel. Without a doubt, it is one of the must-see destinations in the world! It deserves a 5 star rating and more in every way. The breakfast was amazing, and the restaurant choices for dinner were very elegant. The gardens were stunning, excellent and full of serenity. An amazing property with its intricate details and special attention to everything. I also want to mention Abdel Wahid who took great care of us by the pool. He was kind and polite. Thank you very much for your excellent treatment. I will definitely visit the hotel next year.

It’s bab bad just big name is not enough u need to know how to speak with customer we went for new Italian Resturant but staff out side the Returant been so rude

Staff is exceptionally intuitive and attentive. This level of professionalism is sadly missing from many other luxury hotels outside of Marrakech. The only gin martini in and out available in Morocco otherwise it’s a glass of sweet vermouth with a twist :( Make sure to utilize ALL the facilities- absolutely stunning.

My husband and I visited La Mamounia during our stay in Morocco last week. We were excited to stay at what is supposed to be “one of the best” hotels not only in Morocco but in the world… but were quite unpleasantly surprised and disappointed. This hotel is MILES away from world class service. I was extremely dissatisfied with the way my stay at La Mamounia was handled to say the least. The check-in service is very strange. Before even letting you enter the hotel, they have like an airport security machine for bags and take away your passports to check them and don’t let you enter without finding your reservation. Not the warm and welcoming luxury experience you envisage when stepping off a plane to go to one of the best hotels in the country for a relaxing stay. Within a few minutes of entering our room on arrival, I discovered human waste (poo) on the side of the front of the toilet seat (after having sat on it and having it touch me). I literally sat on someone else’s poo in my very expensive room at one of the best hotels in the world…. And when I let the hotel know… they did absolutely NOTHING. I have a photo attached here which is actually the poo stain AFTER I sat on it. Extremely horrifying, unsanitary, and wholly unacceptable for any hotel, let alone one with the reputation of La Mamounia. I would not accept this from even a one star hotel. I took the photograph immediately and contacted housekeeping, who came to clean the toilet. However despite that the housekeeping manager came and registered the incident, no one from the hotel management reached out to us afterward to apologise which is beyond shocking. Hours later, when I realised nobody would reach out, I personally went to reception to seek out a manager to speak to. I was faced with a young client services representative who told me that the manager was too busy to come out and talk to me which I found odd as what worse thing can happen to a guest than sitting on poo from the last guest because the room was not well cleaned??? I found this rep quite disrespectful as he asked me to provide a timestamp of my photo (implying I might be lying…) although he could have checked with the housekeeping team directly on what time I called them rather than questioning me in an accusatory manner as a guest. I’ve never seen a hotel blaming a client for their own unacceptable service… This is outrageous. Although I found this deeply insulting, in the spirit of cooperation, I was very happy to show him the hour in which I took the photo on my phone, which was around the same time of my check in. Even after seeing it, he gave me a passive halfhearted apology and said that he would send me a bottle of wine and macarons……. To make up for me sitting on someone else’s poo at my room in his hotel. To say the least, this approach is dismissive and impolite as it shifted the focus accusingly onto me rather than the gravity of the issue which is that the hotel, which is supposed to be one of the best in the world, has neglected proper sanitisation and exposed me to a horrific situation which is sitting on someone else’s fecal matter. This is absolutely disgusting and if their housekeepers cannot just raise the toilet seat to clean the toilet thoroughly then they are not even following the minimum standards of sanitation and clearly just doing a halfhearted job to hand over rooms quickly rather than doing a thorough cleaning as this stain was quite obvious to see and couldn’t be missed for someone who is cleaning the toilet. I question if the toilet was even cleaned at all in this case… We also had a dirty glass in our bathroom which we returned and were given a new one also without any apology or gesture so clearly there is a problem with their housekeeping team on very basic minimum standards. If I were part of Mamounia management after all of this, I would be doing a lot more than just saying “I hope the rest of your stay will be better” which is what the rep told me and sending macarons to try to sweep something as severe under the rug with very minimal efforts… I once went to another hotel where the toilet flush in my room didn’t work for one hour and they gave me a 50% discount on the room rate for the day that happened, which is much less severe than what happened to me at La Mamounia. The macarons “gesture” is frankly insulting given the seriousness of the situation…I asked for the email of the head of Client Services to explain to him what had happened (although he had declined to see me the day before and sent out the young representative, but I still tried to email him myself in order to give the hotel another chance to rectify the way they were poorly handling the situation with me). It would have taken a lot more than a platter of macarons to get this forgotten as the fact remains that I unknowingly sat on an unclean toilet with fecal matter on it that TOUCHED me, which is both unhygienic and deeply distressing. This Head of Client Relations responded with an apology and said that he wanted to meet with me on that day and that he wanted to offer me a “free drink at the bar” as a gesture. I thought that was again an inadequate gesture but I replied that I was happy to meet and asked what time he would like to meet and he never responded… if this is the way La Mamounia’s client services treats clients than I would suggest the hotel saves money and get rid of the whole client services team as they are clearly servicing clients very poorly. There were infinite ways in which the hotel could have made up for their enormous mistake which would have turned around my stay and not left such a negative taste for me… room upgrade, comping one of our spa treatments, removing room service charges from our bill, comping one of our dinners… literally anything… but their best goodwill gesture was a free drink at the bar… to make up for me sitting on poo in the room I paid a very expensive price for to have a luxury experience…. This is everything except luxury. If the way they deal with clients is cheap and commercial, how do they expect to retain clients who are paying a premium to be at their hotel? I have travelled the world and stayed at some of the best places and I can confidently stay after this experience I will never stay at La Mamounia again though had they reacted differently I might have considered it. To mention a few positives which are quite brief … the room is Beautiful, beautiful gardens, and a collaboration with french chef patissier Pierre Herme that I appreciated, with breakfast croissants from him and Pierre Herme ice cream stands around the hotel. However, the negatives outweigh the positives by a lot. The pool is underwhelming, nothing special and very crowded. I have stayed previously at the Selman and the Mandarin Oriental in Marrakech which both have much nicer pools and the hotels have much more exclusive and luxury feels to them. The pool at La Mamounia felt like club med for rich people on steroids and they let in a lot of people from outside of the hotel which makes it overly crowded. Regarding the spa. I got my hair done and the hairdresser was good. I got a mani pedi and they were less than satisfactory. The manicure chipped the next day on almost every finger and it is obvious the therapists are not well trained in mani pedi, you can feel it while they do it. Don’t get any of those services there. As for the Hammam… Way better spa service experience at Mandarin Oriental Marrakech. Unmatched. Tue therapists were cold, the hammam area is not private and you can see another guest walking around in your area while you are getting the hammam which is not great… at the Mandarin I had my own room with my own bathroom at the spa. Much more luxurious. I would recommend for anyone looking for a real luxury experience in Marrakech to skip la Mamounia and go for the Mandarin Oriental or Selman Hotels which are exceptional in every way and far less commercial and more refined than La Mamounia with better pools and spa services.