Riad Carllian

Unfortunately the day we arrived we caught a maid going through my bags and safe in my locked hotel room on camera. This happened whilst my family and I were eating in the courtyard downstairs. We contacted the manager immediately and sent her the video but she was away in Canada at the time of our stay and said she wasn't able to help us with a refund as we had already paid. Shockingly, later that same day the maid actually turned back up at the Riad and knocked on my door with the other set of keys she used to break into my room in her hand and begged for my forgiveness at the instruction of the manager. I turned her away and contacted the manager again who said there were only 2 keys for each room and that we now had both but I know keys can be easily copied and honestly it really set a bad tone to the whole holiday and I had no trust that the other workers weren't also in on it. I felt scared she could just show up like that after reporting what had happened to her manager. This was not the safe and peaceful stay they had advertised on their website. We considered moving Riads but it was the very busy mid July period, every reputable hotel/ riad nearby was fully booked and this was a big family holiday that required us being near the other members of our family who were all staying in Riads close by for joint activities. Most importantly it meant we'd have to pay for somewhere else (this Riad was already paid for and they wouldn't refund, so we'd end up paying for two accommodations and we couldn't afford that, so had to stay). I also blocked the cards I had with me as they were looked at by the maid multiple times, so I couldn't use them to pay for anywhere else and to top it all off, the air conditioning in my room was not working properly. We were not provided with a basic duty of care due to it not being safe, however to their credit they did move me to a different larger room. The manager showed up on the check out day to speak with us and said she would speak with the owner of the Riad about refunding us and get back to us. We agreed as we didn't have much time considering we were leaving the country. The manager messaged me a few days later offering €200 as compensation but what happened caused a lot of distress and affected us being able to fully enjoy the holiday and really leave our rooms that often for fear it might happen again. We didn't get the service we should have been provided and the riad did not provide the reasonable care expected, that we paid for. After multiple messages and initial push back, we eventually accepted the offer but surprisingly we received no response to our messages. We can see they were read, so we are definitely being ignored. Our last message was sent on October 9th and we've now given them more than enough time to reply and resolve the issue (it's been nearly 7 months). Not only did we have our belongings rummaged through but the management and owner failed to provide the compensation promised. Stay

Le Riad Carllian à Marrakech est un véritable havre de paix, idéalement situé près de la place Jamaa El Fna. La décoration soignée ainsi que la présence d'une piscine et d'un jacuzzi ajoutent à l'ambiance luxueuse et relaxante. Nous avons séjourné dans une suite avec jacuzzi privé, parfait pour une escapade romantique. Le petit-déjeuner sur la terrasse avec vue sur la médina et le massif de l'Atlas est une expérience inoubliable. Nous remercions particulièrement Frédérique et Saïd pour leur disponibilité et pour nous avoir guider tout au long de notre séjour, ce qui a contribué à rendre notre expérience encore plus agréable. Nous sommes sûr de revenir!