1/5 Randolph Karr P. 2 years ago on Google
This
is
my
fourth
time
to
Marrakech,
my
third
time
to
the
Royal
Monsour.
It
was
to
be
a
Birthday
celebration
spending
2
weeks
in
Marrakech.
First
stop
is
my
“Second
Home”
Amanjena
spending
10
days.
I
wanted
to
introduce
my
mother
to
the
Royal
Monsour,
as
she
is
a
Queen;
it
was
fitting
and
expected
to
have
her
an
experience
she
would
remember
for
a
liftetime.
We
booked
RM
through
American
Express
Centurion
Black
Card.
We
arrived
in
Marrakech
on
October
29th,
checked
in
to
Amanjena
to
a
flawless
experience.
We
have
not
heard
anything
from
Royal
Monsour
at
this
point
for
any
pre-arrival
arrangements.
Amanjena
reached
out
24
hours
after
our
booking
to
ask
our
flight
schedule,
Covid
requirements,
preferences
that
would
make
our
stay
more
enjoyable,
fast
track
upon
arrival
and
transfers.
Still
not
one
word
from
Royal
Monsour.
Our
Incredible
Butler
at
Amanjena
(Hamza)
became
aware
of
our
concern
about
not
knowing
if
we
actually
had
a
reservation.
He
reached
out
to
RM
to
ask
if
we
had
transfers
(which
is
included
with
our
two
Premier
Riad
at
the
Royal
Monsour)
and
the
RM
could
not
give
him
any
information,
but
would
get
back.
In
the
meantime
we
reached
out
to
the
Centurion
asking
the
same
question.
They
too
received
NO
RESPONSE.
We
are
in
complete
shock!
Spending
$5,000++per
night
and
this
is
the
service
or
lack
there
of
we
look
forward
to?
November
3,
2021
got
a
bit
concerned
as
we
are
checking-in
Saturday
November
6,
2021
and
still
not
one
word
from
RM.
Is
this
really
happening?
We
decide
we
cannot
chance
not
having
a
reservation,
they
don’t
know
we
are
in
Marrakech
and
have
not
given
us
the
courtesy
to
welcome
us,
give
us
requirements
for
Covid
for
the
hotel,
arrival
time,
etc.
We
felt
very
wary
about
this
hotel,
so
we
asked
our
butler
Hamza
if
we
could
extend
our
stay
here
at
Amanjena.
He
could
not
have
been
more
gracious
in
assisting
us.
We
are
able
to
extend
a
few
more
days,
but
they
have
anther
guest
arriving
for
our
Riad.
He
assisted
us
in
booking
a
two
bedroom
villa
at
the
Mandarin
Oriental
and
went
above
and
beyond
to
personally
relay
all
our
desires
to
make
our
transition
smoothly.
Needless
to
say,
we
cancelled
our
5
day
stay
at
the
Royal
Monsour
as
we
still
had
not
heard
from
them,
nor
did
American
Express,
nor
Hamza
at
Amanjena.
Mind
Blowing!
So,
I
still
wanted
my
mother
to
experience
at
least
the
common
areas
of
Royal
Monsour,
so
I
thought
we
could
have
lunch,
experience
the
spa,
and
have
dinner.
Our
butler
Hamza
arranged
lunch
for
November
4,
2021.
Our
Amanjena
driver
brought
us
to
the
Royal
Monsour.
We
arrived
to
the
entrance
in
a
Mercedes
S
Class
to
the
entrance
at
1:30pm
got
out
of
the
car
at
the
front
gate,
not
the
lobby
and
were
met
by
3
gentlemen
who
looked
at
us
and
asked
what
we
were
doing
here.
Not
welcome
to
the
Royal
Monsour.
I
said
we
have
reservations
for
lunch,
one
says
“what
restaurant?”
I
responded,
I
don’t
remember
as
our
butler
Hamza
booked
the
reservation.
I
gave
our
names
and
they
looked
at
us
and
then
looked
at
each
other
and
spoke
in
their
native
tongue.
They
were
extremely
curt
and
I
was
waiting
for
machine
guns
to
be
pulled
out.
We
were
extremely
uncomfortable
and
turned
and
got
back
in
our
car.
Our
driver
was
so
aghast
of
what
happened
and
we
drove
back
to
our
hotel
that
welcomed
us
so
warmly
and
apologized
for
something
the
Royal
Monsour
mishandled.
This
experience
has
caused
me
to
leave
such
a
negative
review
that
I
hope
future
guest
will
pause
before
booking
this
Awful,
Unprofessional,
Disgusting
Customer
Service.
Consider
Amanjena
if
you
are
booking
Royal
Monsour!
I’m
not
paid
to
say
this,
I
just
have
been
to
an
Aman
12
+
times.
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