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Recent reviews

Amie Capron

Amie Capron

Rated 1 out of 5 stars

We stayed at Riu Tikida Palmeraie in Marrakech for six nights, and my best advice is to AVOID at all costs. The food was disgusting, repetitive and often tasteless. I have a gluten intolerance, yet approximately 70–75% of the buffet food had no allergen labelling. Even worse, chefs gave information that contradicted the signs that were displayed. I became incredibly ill during the holiday. If you have any allergies, this is definitely not the hotel for you. The alternative restaurants were equally disappointing, offering more buffets with little variety. Breakfast juices and other drinks were horribly watered down. My son is not a picky eater and even after a few days he wouldn't eat it. The hotel is in the middle of nowhere so there isn't anywhere else to get food. The mattresses were rock solid. I have scoliosis and was in considerable pain, but the reception manager was dismissive, claiming he'd never heard such a complaint before. Although the mattress was eventually changed, he never once asked how I was. The pool facilities were badly maintained. There was visible algae around the pool, which repeatedly ended up on my son's swimming shorts. The women's toilets had missing flushes and light switches, while the men's toilet floors were constantly wet. My 11-year-old son slipped and fell, suffering significant bruising. The Wi-Fi was absolutely horrendous, constantly disconnecting. As someone self-employed who needed occasional access to emails and calls, I incurred substantial additional mobile data charges. The gym was downright dangerous. Plug sockets were hanging out of the walls, with exposed wiring, yet all the gym equipment was unplugged overnight, leaving guests expected to plug it back in themselves. After I informed them, staff simply wrapped black tape around some exposed wires and secured a few sockets, leaving others loose! Housekeeping also walked straight into our room multiple times without knocking once whilst my son was undressed, leaving him extremely upset. There was no poolside drinks service, and advertised activities were inconsistent. Water polo and volleyball happened only twice during our six-day stay. The only positives were the spacious rooms, generally pleasant staff outside reception (reception staff were unhelpful and one of the guys who always had his shirt hanging out was arrogant), and the reliable shuttle into Marrakech, although you need to book it well in advance. Overall, this hotel felt poorly maintained, badly managed and completely below the standards I would expect from an international hotel chain. RIU's subsequent handling of my complaints has been equally disappointing and dismissive even though I was left in bed ill from the food and unable to enjoy my holiday. I would absolutely never return and strongly advise others, particularly families and anyone with food intolerances, to AVOID THIS HOTEL.

PT

PT

Rated 1 out of 5 stars

The customer service team are SO lovely. They just don't seem to know anything. It's like speaking to a Who about rocket science.. Essentially my economy 7 has been stuck on for over 3 months. I called (they were lovely) and they said they'd look into and let me know. They didnt... I called back (they were lovely) and they said they were working on it and to hang tight they'd let me know when it was fixed - and maybe they'd even add a bit of credit on for the lost money! Very kind - but do bear in mind they're Who's so it was just words and of course no credit was actually added. I called back after I heard nothing (they were SO lovely) and said nothing was being done their end but said I should call an electrician. I did. The electrician told me there was nothing he could do and I needed to speak to Octopus. Ah.... but good sir I already have. I called Octopus back (first and only time I had a super aggressive customer service person - seems I stumbled upon the Grinch) who just told me I was wrong and get the electrician back. I decided to call again to see if I couldn't get a nice Who back on the line. I did - this time actually seemed close to productive (and of course lovely). She said the times were wrong on their end, that she'd fixed them and now shouldn't be a problem - and maybe I'd get some reimbursement from the £100s lost to random heatings of my water tank while I'm out of the house. Sadly neither. She gave me an email address she assured me I'd get good communications through. I emailed... nothing.... i emailed again.... nothing.... i emailed again - 5 days after my email I had a reply saying questions were being asked to see what was going on. That was a week ago - I've emailed 5 times since then and silence. Honestly they're lovely. But I think it's 100% reliance on that. I'd almost rather a brutal customer service who actually get the job done. Because more than 3 months after trying to get it fixed with them - not through lack of trying - I'm £100s down with no prospect of reimbursement, credit or god forbid a problem solved. And every time I get them on the phone I'm completely taken in by their total charm. It's like a lil spell. All I'd say is if you live in an electric building and rely on ecomony7 or economy10 - probably pick a company who know what it is. It's getting a wee bit chilly and once the heaters go on god knows how expensive it gets. Winter is Coming folks.