Morocco Travel Review: Marrakesh, 12-Day Vacation

Definitely.
I will arrange myself through reputable hotel chains.

TRAVEL COMPANY COMMENTS

Dear Chandan,

We are very proud of our 4.9 out of 5 average rating from 70 prior Zicasso clients who have taken the time to write a review, and because of this have been recognized as a Top Travel Specialist by Zicasso. 10 out of 10 of our most recent Zicasso traveler reviews are 5 stars, so your two-star review is a great disappointment to us.

In response, I would like to offer my feedback so that potential future clients may see the efforts we made during your trip.

On arrival in Marrakech, you phoned me to say that you were unhappy with your hotel (a traditional Moroccan boutique hotel). As we would never want a client to stay in a hotel they are dissatisfied with, we acted immediately to move you first thing next morning, not only to a different hotel in Marrakech, but we also changed all of your hotels to international chain hotels in every city in your itinerary.

Your budget and tour price were for 4 star accommodations, however on that day we spent over $2,000 to upgrade you to 5 star hotels in every city except for one, where we moved you to a better quality 4-star hotel as no 5-star hotels were available there at short notice over New Year’s Eve. These hotels were all confirmed by 9am on the morning of the second day of your tour, so I do not understand your statement that every night you had to make sure that you were staying in a real hotel that you paid for.  At the same time we coordinated your upgraded hotels, we also spent an additional $2,000 to upgrade you, as a courtesy, to a more luxurious vehicle for the duration of your trip.

We were in constant communication with you while you were traveling, both directly and through our partner agency in Morocco, so again I do not understand your comment that nobody communicated with you.

Despite these actions on our part to make your trip more enjoyable, over the course of the next 10 days we received more complaints from you than we have ever received from any client. Your frequently rude and unreasonable demands to your guide, driver and our partner agency in Morocco have resulted in that agency blacklisting you from traveling again, not only with them, but also with the 15 partner agencies they are affiliated with in Europe. In 25+ years in the travel industry, I have never heard of this happening before.

On your last day, your airport pick up was delayed because the day before, you instructed your driver to not come back for you the next day, but then you phoned to complain that he was not there at the scheduled pick-up time. This was likely a simple miscommunication, however it took almost an hour to locate another driver to take you to the airport.

Despite our best efforts, we were unfortunately not able to give you satisfaction on this trip. Your feedback is important to us and has been noted, so that we can learn from experience to ensure 100% satisfaction for our future clients.

We are glad that you are home safely and wish you all the best in your future travels.