Palais Faraj Suites & Spa

This hotel was an absolute disappointment from start to current. I am writing this during my stay as I am absolutely fuming. After a long 8hr drive to Fes we checked into this “5 star” hotel. Our prepaid, pre booked, non refundable room was somehow not available and we stayed in a temporary room for the night. We asked for a glass with ice for some sparkling water we brought along with us but this was not available as all restaurants were closed. I was puzzled to say the least, as many hotels offer ice at any given time (e.g. Rove hotel downtown Dubai 3 stars). I then called the front desk for in-room dining but this service is not available 24/7 (“5 stars”). The next day we were offered the room we booked and as soon as we moved in (2pm) I requested an extra luggage rack and bin for the bathroom as one was not provided. I have yet to receive both items, asked twice on the phone and once in person. It is now 9:15pm. The room also did not have a menu for in-room dining so I called them up and they offered to send down a menu. 20 mins later and I find myself going up to collect a menu myself. I am so devastated, so appalled at the poor service!!!! This is an absolute gem of a hotel, so thoughtfully designed and preserved, yet so poorly treated. The F&B manager Amin is the only reason I did not lose it at the front desk who told me my luggage rack and bin had been sent (I’m writing this in the courtyard outside), so I go back and check the room once more only to not find the items. I suggest not leaving trainees without a supervisor because the responses I received are not ones I’d like to share. When I shared my feelings of frustration one of the ladies working the front desk rolled her eyes at me. What a shame and a pity. The staff are not displaying the same excellence as the hotel, and do not match the interior. Do better.

The hotel was nicely design. All the staff were attentive and helpful. Especially when we checked in, the staff Abid (not sure did i spell his name right) he was extremely helpful. When we arrived, it was late afternoon and my parents were tired and couldn't deal with any more stairs. He was able to arrange the rooms with less steps and we really appreciated his help. Later on we had dinner at the hotel restaurant and it didn't disappoint us. The food was great and the staff were excellent again. Ismail Babache was patient enough to explain the dishes to us and fulfil our request also he was an excellent photographer too helped us to take some good pictures! Overall we enjoyed our short stay at the hotel.

It is an experience to sty at the Palais Faraj. From the opulently tiled rooms to the outdoor courtyards and small sitting areas throughout, we felt pampered. The view from the rooftop restaurant and bar is amazing. This is THE place to stay in Fes.