Hôtel Les Trois Palmiers

I booked through Agoda, but the hotel couldn’t find the reservation. They kept us waiting for two hours without offering help or a solution, and I had to contact Agoda myself to sort out what seemed to be an internal partner issue. They had plenty of rooms available. They should have given us one and dealt with their disagreement with Agoda themselves. Hospitality didn’t seem to come naturally here.

We paid a deposit for a room booked through hostelworld, which says properties write their own listings and set their own prices. At the hotel, they couldn’t find our reservation. After about twenty minutes of fussing with our passports, they said they wouldn’t honor the reserved price and offered a room for nearly twice as much.

Don’t book this hotel. If the rate you found is under £40 a night, they won’t honor the booking, so don’t waste your time or money. We spent over an hour on the phone with Agoda, who we’d booked through, and then the rude, aggressive receptionist kicked us out. It was midnight, and we had to find somewhere else to stay. If you go anyway with a hire car, watch where you park. They’ll try to scam you for parking payment on the street outside. There are much better places at a similar price, and these people don’t deserve your custom.

FD agent Wadii was polite and professional, but management handled the rest of this terribly. I booked three nights on a flexible BAR rate. When I arrived, the receptionist charged my card instead of authorizing it. The next day, an emergency meant I had to leave early. I told the front desk before 10 am that I needed to shorten my stay, but was told there’d be no refund. The receptionist tried calling his manager three times. The manager wouldn’t speak to me and insisted on keeping the payment as credit for a future stay, which is no use to me since I don’t plan to return to Marrakech anytime soon. Then, when I asked for a receipt showing I’d stayed only one night, it was manually changed to show the total for room and breakfast for all three nights. That erased the record of my shorter stay, which felt deeply dishonest and showed no transparency. I’m very disappointed by the manager’s lack of empathy and flexibility. I believe they had no legal right to keep payment for services not provided when I’d booked a flexible rate. The hotel seems to put profit ahead of customer satisfaction and basic decency. I’ll have to dispute the charge with my bank, and I’d caution others about staying here.