Maison Ayda

We were there with our three children, aged 12, 8, and 4, from July 29th to August 4th. After the chambermaid gave us a warm welcome, we unpacked and got the children settled. With temperatures close to 40°C, we then went to cool off in the pool, only to find it completely green and unusable (photo attached). Other guests told us it had been like that for about a month, and I really wish the owner had told me before we arrived. When we contacted him to ask about an alternative, he was incredibly rude. He insisted we had booked the house, not the pool, although the pool is the first photo on the Booking.com page. He said we could leave, but would have to pay for a full night plus taxes, with no compensation. He also warned us that if we were still there after 11:00 AM the next morning, he would charge for a second night. My wife and I spent the late afternoon finding somewhere else and part of the night packing so we could leave on time. I’ve never seen anything like the owner's lack of compassion over a problem that wasn't our fault. Also, if you're travelling with young children and expect to use the washing machine shown in the listing, you have to ask the maid to get into the locked cupboard. The owner has told her to limit laundry loads because he thinks the electricity costs too much. Avoid this owner, you can't reason with him.

Khadija welcomed us so warmly, but the owner's response to our problem was deeply disappointing. The pool was closed off after turning green because of maintenance issues, and when I raised it, he was condescending: “Cancel your reservation if you don't like it. You booked the house, not the pool, which is just an extra!” With three children and temperatures above 40 degrees Celsius, that wasn't a simple option. The washing machine was in a separate room, and we were shocked to find we needed permission to use it. We were stuck at the villa all afternoon while looking for somewhere else to stay, which wasn't easy during peak season in Marrakech. Once we'd found a place in the early evening and told the owner we were leaving the next day, he demanded that we vacate by 11:00 AM or pay for another night. There was no compassion, and the whole thing felt completely unprofessional.

The residence was lovely, well kept, and clean, and the pool was in impeccable condition. We did miss having a snack bar or anywhere to get food or a drink. Two bottles of water a day felt like too little for five people, and the nearest place to buy food was a 30-minute walk away.

The host was quick to respond and gave us excellent advice. The residence itself was lovely, with a magnificent pool, and it’s well situated near the center of Marrakech. I highly recommend this exceptional riad!