Dellarosa Boutique Hotel and Spa

Very good hotel, I liked it

The hotel itself is very good however the staff wasn’t helpful.

Personnel aux petits soins, très attentif et serviable. Lobby plutôt sympa, petits déjeuners parfaits mais les chambres auraient besoin d'un petit coup de rénovation.

Le petit déjeuner n’est pas mal, mais quelques points à améliorer

A great location. Hotel public areas are lovely and renovated in a modern Moroccan style. The bedrooms are tired but very clean, with everything you need, including comfortable beds and choice of firm or soft pillows. The staff were all super friendly and very helpful. We really enjoyed the spa, the atmosphere, staff and treatments were fabulous. A great choice at breakfast to suit all, including choice of eggs, omelettes. A second coffee machine maybe needed at busy times and always to have Moroccan tea available. We only ate in the hotel on our arrival and were disappointed with the food. There were many restaurants locally with fabulous food and we were spoilt for choice.

Booked junior suite and was allocated a room (#103) on first floor which although large and clean was very tired and nothing like the renovated rooms on the photo’s. 2 windows didn’t lock and neither did the safe so called maintenance, they came quickly, repaired windows but safe had to be replaced. Safe wasn’t fixed so you can just pick it up and walk away with it! Went for drinks on rooftop top bar, waited well over an hour for a glass of wine (which was served warm) and another 15 minutes for my daughters mint tea. Eventually found staff to ask where our food was (order was placed the same time as drinks) and the order had never been placed. I spoke with the bar manager, Ilyias about this and he said they were very busy downstairs and had problems in the kitchen. None of this was conveyed to customers to manage our expectations. I never saw him carry any drinks or food or indeed do anything to help the situation. I told him it was unacceptable yet instead of apologising for the bad service he just blamed it on other members of staff. He even insisted we paid for the 2 drinks we’d waited forever for! We had been up since 2am that morning and wanted to go to bed so we ended up buying crisps and crackers from the grocery store downstairs for our first evening. Not the best first impression of hotel. The next morning Mehdi the F&B manager apologised for the bad service and agreed to waive the bill for the glass of wine and tea, he also said he would give us a drink on the house which we took the next evening but this was not honoured by him at check out and he refused to discuss. Again, not the service you would expect from a manager. Breakfast is equally unimpressive and chaotic. No labels on any of the food so everyone has to lift lids off hotplates to see what’s inside, this also doesn’t help anyone with allergies as you have to guess what you eating. Not enough service spoons, tongs etc so you have to borrow from other sections (again not good for guests with food allergies). Lots of staff about and some busy clearing tables, refilling coffee machines etc. Buffet didn’t seem to get replenished. In 4 mornings I only saw the egg station manned once. Every day I had to ask for plates, coffee cups etc. This is basic good practice as breakfast is usually the busiest time in any hotel. Surely the General Manager should be around at breakfast time as in most other well run hotels? We arrived back from the Atlas Mountains one day at 5:30pm to find our room hadn’t been cleaned, we just ended up asking for clean towels, one of those although clean was badly stained so we didn’t use it. Although there are a lot of negatives, the hotel itself is nice and clean and in a good location (about 20 minutes walk from the Medina). The staff were lovely, vey hard working and always had a smile. Hajar the guest relations manager was very good and did her very best to apologise and make amends for the inadequacies of the other managers.