Kasbah du Toubkal

The price made the stay especially hard to accept. We paid €200 a night for a standard room and €285 for the “superior” room we were moved to, and neither came close to justifying the cost. I left feeling disappointed, confused, and taken for a ride. The accommodation was worn out. The sheets were once white but now grey-brown, stained and frayed, and the towels had holes. Our first room had thick cobwebs and water dripping from the ceiling. After we raised it with management, we were moved to a slightly bigger room, but it was also tired. There was no hot water, and we had to ask several times for heaters. Service was another letdown. The manager who greeted us didn't seem welcoming, experienced, or well informed. He told us lunch and dinner were included, along with breakfast, soft drinks, and use of the hammam. We thought we'd booked bed and breakfast only, so checked with him, and he confirmed the meals were included. There were no menus, choices, or prices in the dining area. We were served the meal of the day, pleasant, simple Moroccan food, though nothing special. At the end of our two nights, we were charged around €100 for the two meals. The lunch charge was later taken off, but the manager accused us of lying about what we'd been told and blamed our “ignorance of international hospitality”. It felt unfair and unprofessional. We ate in the village the second night and had a lovely meal for a quarter of the price. Breakfast was a fitting end to the stay. We arrived at 7:15am, 15 minutes after service was supposed to begin, and the room was dark. After we switched on the lights, we found a staff member asleep there. The chef turned up 15 minutes later. Within an hour, we got a very basic breakfast of bread, a boiled egg, and yoghurt, with cereal also available. Kasbah du Toubkal calls itself a “luxury hilltop ecolodge”, but there was nothing luxurious about our stay, and it didn't feel worthy of a 4-star rating. I can imagine it once was, and could be again, a wonderful place. With experienced management, real hospitality, and investment, it might live up to its reputation. At €200 or more a night, though, you're likely to leave disappointed.

A lovely spot to unwind after hiking, with tasty meals and a hammam on site. The traditional lodging and beautiful setting made for a unique stay.

The rooms, food, and service were all fine, and the location in the heart of the High Atlas Mountains is amazing. It seemed to me that the place was resting on its laurels. They were pioneers in their day and it's clearly popular, but with more competition in the area and travellers' needs changing, they'll have to work harder to keep their reputation. Who are they catering to, and what do those guests want?

The documentary changed my mind about staying here. Seeing donkeys carrying guests' suitcases put me off. I couldn't feel at ease knowing an animal was being made to carry such heavy loads for human convenience. I've rescued many animals over my 70 years, and my parents taught me to treat them with kindness and respect. Surely, with all your experience in hotels, you know how much this weight can hurt donkeys. You could find a better, less cruel way to move guests' luggage. I know you're not the only business treating donkeys this way, but you could choose to stop now.