Not good at all! From the moment we arrived the reception/check-in staff seemed completely disinterested. When we stood at the check in desk the team didn’t even acknowledge us. We were ushered over to a side table where the guy just sat and texted on his phone for at least a minute and a half before talking to us. I said out loud ‘I hope it gets better than this’ which seemed to grab his attention eventually. When we did check in we were told to go to a cashier to pay city taxes before we could get our room cards! The cashier was obnoxious and didn’t even say hello or welcome to the hotel, just tap here for the charges, which I had to ask for a total price on as he didn’t tell us. Most definitely not a 5 star experience. I’m being kind with 2 stars and that is only because during our stay, certain members of the food and beverage team were really nice and helpful. The food for breakfast, lunch and dinner was underwhelming. On two nights we booked into onsite restaurants which were both awful. In the Italian restaurant my food was served cold. In the Mediterranean restaurant the food was slightly better but the restaurant itself was freezing. Another group from the hotel who we spoke to the following night said they’d actually walked out of the Italian because it was so bad. I’d booked and paid for an upgraded room with a golf view. In fairness, we had a golf view which consisted of a part of one of the holes. But if you looked left from the balcony we had a view of what looked like a building site. Again just not what you expect from a 5 star resort. When we went to check out we were again told to go see the cashier, who literally said no words to us, not one! I handed the room key and he produced a scissors to cut off our wrist bands. Just summed up the whole experience for us. It’s a pity as we’ve had lots of friends visiting Marrakesh and all have great memories and experiences. But not at this hotel. Lesson learned.
Reply from Sunway
Dear Mr. Mc,
Thank you for taking the time to share such detailed feedback about your recent stay at the Pickalbatros Hotel Du Golf. We are genuinely sorry to read that your experience did not meet your expectations, and we sincerely apologize for the shortcomings you encountered at this hotel.
Your comments regarding the reception and cashier teams are particularly concerning, as this is not the level of service or welcome Sunway or the hotel strive to provide. Please accept our apologies for the lack of attentiveness, professionalism, and warmth you experienced during check-in and check-out. Regarding your upgraded room and surrounding views, we regret that this did not align with what you expected from a five-star resort. We are also sorry to hear that the dining experiences, including the à la carte restaurants, were disappointing and that issues such as food temperature and restaurant comfort affected your enjoyment.
Your remarks have been carefully noted and will be shared with all relevant concerned persons at the Pickalbatros Hotel for immediate review so that the matters can be addressed and all necessary corrective action can be taken.
We do, however, appreciate you highlighting the kindness and helpfulness of certain members of the food and beverage team at this hotel.
In conclusion may i say that It is truly disappointing to know that the hotel fell short during your visit, especially in a destination you had hoped to enjoy based on others’ positive experiences. We value your feedback as it allows us to improve, and we hope you might consider giving us another opportunity in the future to provide the level of service we normally provide allowing us the opportunity to restore your faith in our organisation.
Kind Regards
Kathy Cashe
Customer Service Manager
Sunway