Palais Aziza & Spa

The location is beautiful, but the rooms felt tired. Our jacuzzi bath and lights didn’t work, and the lights still hadn’t been fixed when we left. There was no turndown service, the grass was uncut, and ants were everywhere. The candles that appear to light the pool in the pictures weren’t there during our stay. Service was dreadful, especially from manager Daniela, who took no responsibility. Booking a spa massage was difficult, and the desk manager was surly and unhelpful. We had four Hamman's booked and every one was cancelled. The food was expensive and average at best. The worst 5* hotel!

Palais Aziza hotel kept all our money, and we never heard from anyone again. I’d planned a yoga retreat for 20 people at the property in June 2020 and had paid for the group to stay there. Because of covid-19, we postponed until the hotel reopened. Over two years, general manager Daniella repeatedly told me they would reopen, but they didn’t. I felt misled and manipulated into believing they’d reopen or refund me, even though they were closed for an extended period and there was a cancellation policy. I called, contacted them on social media, and even tried legal action, but got no response. This was the worst customer service experience ever. I never imagined this could happen in a hospitality business, but I guess hospitality isn’t the same in every country. I’m traumatized by the whole experience and would never book a trip to Morocco. The hotel is closed, don’t waste your time or money!

The hotel looked good in photos, but service was awful, things felt worn down, and drinks and dinner were expensive. We were nine people, staying seven nights over New Year’s Eve 2019/2020, in three garden Pavillons. When we arrived around 4.30pm, one hadn’t been cleaned, so we waited another hour. Two Pavillons had no WiFi, and despite asking several times, it wasn’t fixed during our seven days. WiFi was poor in the pool and main areas too. We were told the gym wasn’t open and the equipment hadn’t arrived yet (see pictures). There was no hot water in our room on the first evening or the next morning. The rooms, especially the bathrooms, were very cold, and we had to request an extra bathroom heater (see pictures), unbelievable for a 5 star hotel. We went to dinner at 7.30 with children aged 8-10, then waited 1 1/2 hours for them to be served some french fries and a burger. Horrible service. Dinner at the hotel on New Years evening cost 2500dhs (250€) per person without drinks. The food was okay but nothing special, and dessert came five minutes before midnight, despite dinner starting at 7.30pm. We ordered white wine, but the first choice ran out after one bottle. We chose a different white wine, and that was also gone after one bottle. One Saturday, we returned from dinner and drinks by taxi at around 1am and waited 20 minutes at the gate. There was no security on duty, and we rang the hotel 10 times before anyone opened it. Choose a different hotel. DO NOT GO TO THE HOTEL!!!!!!

We expected 5* service, but on our first day money went missing from our hotel room. We reported it to reception right away, and they didn’t even seem surprised. After searching online, we found similar reports on tripadvisor saying things were often stolen from guests. They said they would investigate, but nothing happened. It’s a pity you don’t appreciate your guests, Palais Aziza and Spa. This should not happen in a 5 star hotel. Do NOT book this hotel. Stay away!!!!