Atlantic Hotel Agadir

I work in the hotel industry, so I understand that waiving a fee is at management's discretion. Still, that discretion can leave room for compassion. I had to cancel because of a personal emergency that meant I couldn't fly to Morocco. My booking was non-refundable, but I hoped the hotel might offer even a partial refund. Management wouldn't make any allowance, despite my explaining what had happened. I never stayed, yet I paid nearly €400 for five nights including breakfast. Their response felt cold and lacking in empathy, and it left me in a difficult position. Shameful management.

The staff were really friendly, and the cocktails were tasty. The food seemed a little underseasoned to me, though that may just be personal taste. Our room was on the small side but had what we needed, including a very nice shower and a toiletry kit. The outdoor area was comfortable and the pool was lovely. I'd happily come back.

We were eight people in four rooms. Mine was fine, but others had issues: a faulty TV, sockets that didn't work, and a shower leaking into the bedroom. The hotel was clean, and the cleaners went above and beyond. The maintenance staff were great too. The rooftop terrace was there, but our group didn't even know about it until we were leaving on the last day. The advertised four restaurants don't really add up: one is only used for breakfast, one is a tiny bar, and another wasn't open. The pool is small, cold, and gets no sun. The beach is about a 20-minute walk. It's outside the touristy area, though there are some nice little restaurants nearby and a wonderful brunch place, L'Atelier. There were also a lot of beggars around, including little kids who would hold onto you and not let go. Our biggest issue came on checkout day. One of our group went for a massage and checked with reception first. He was told he'd be back in time for the 12pm checkout. When we were checking out, the receptionist asked for 50 euros because his belongings were still in the room, even though she'd said he wouldn't be charged. He returned five minutes late and was billed for a whole extra day. Very disappointing. If we'd known, we wouldn't have left his things in the room.

The food was very good, and the interiors were stunning, with a real Moroccan feel. Such a lovely atmosphere and friendly service. I didn't want to leave.