Oh well , I do agree with you but as far as Sahrai goes neither the ownership, neither the management have changed in the past 4 years. So a genuine question; did you even bother to stay at all? I really can't imagine that the issues I have to mention were not present in the past 4 years. And also note that the so called junior suite is not a junior suite at all, but merely a slightly bigger room with an unusable extra couch. Even in the junior suites the bath room set up is: 1 common sink and a shower in the tub. Obviously this set up did not change in the past 4 years? I really would like to know why and how you were even able to mention this property in this sub-forum? FWIW, I've had better stays at some airport Holiday Inn's (which I even tend to avoid TBH).

Anyway, here's my complaint to the property with a cc to SLH. Don't trust SLH judgement on what should be a luxury property.... I am seriously angry about this one.


Dear Sir,

I refer to my recent stay that was eventually booked via SLH under confirmation number ... .

Our check-out on March 24 early morning (5 AM GMT) was processed by yourself and you did promise me to send me a detailed invoice via e-mail within 30 minutes. Sidenote: I even had to write down my e-mail contact for your reference although one could have expected that at least my e-mail had been added to the reservation (due to 2 seperate occasions) as my booking was processed via SLH and I did contact your property prior to our arrival to make pre-arrival arrangements.


We are now almost 4 weeks later (!) since our check-out time and no invoice has been sent, in spite of your committment. I firmly urge you to send me the invoice with detailed expenses; otherwise I will initiate a full charge back via Amex. For some strange reason your property is not even able to print a proper bill for client's referal at check-out as I was told that this would take 30 minutes (???). I decided to pay anyway, only in order to not miss our flight back home, but this is obviously unacceptable.

Apart from the illegal billing issue (guests don't even know what they are paying for in the end as no written statement is provided at check-out), I already told you (and most parts also already to the manager who was present at our check in):

• It is a MYSTERY why your property is even a member of SLH or was allowed membership of SLH: there is ZERO recognition of SLH membership or perks related to status. On the other hand the hard product and service as offered doesn't meet SLH requirements by far (please see infra).
• Pre arrival communication was very hard. I did reach out to you by e-mail and nobody even bothered to reply. To be honest, that already should have been enough writing on the wall to avoid any kind of stay at your hotel, but my flights via FEZ were already booked and since ... did recommend your hotel over other luxury options in FEZ (Riad Fez not to mention) I decided to insist and forwarded my requests. You claimed an apologie due to not having received my e-mail which is at least kinda strange since I did receive an auto-reply and a promise to get back to me within 24h. On a different note, every email sent to your hotel seems to get the same auto-reply which is kind of annoying. You might want to reconsider the settings: 1 auto-reply is more than enough. I do have more auto-replies in my mailbox by now than any kind of proper answer.
• We did manage to get in touch in the end and the following was agreed upon: special VIP-amenity in the room and confirmation of transfer/pick up at the airport for our flight, which was provided more than 24h in advance.
• Upon our arrival at FEZ airport, you made us wait for more than 90 minutes for our confirmed (?) transfer to the hotel. Kindly note that this transfer in real time takes about 30 mins and I did call the hotel after 15 mins of waiting outside. I was told that the driver was on his way but then it still did take over 1h for your driver to arrive. I think we all can agree that you only asked a driver to pick us up AFTER I called the hotel.
• The drive from the airport to the hotel was far from "luxurious". The driver was agitated, drove in a very aggressive way and was not friendly at all. No water or cold tissues were provided.
• Please note that we did have confirmed plans to go to Fez centre in order to do some shopping (arrangments were made with a Fez-based family) but due to the late pick-up we had to change our plans and just stay at the hotel instead.
• At check-in someone of your management was there to welcome us and he did apologize for the poorly run transfer. Once again, he did promise us that we would get a very nice room with VIP-amenities.
• Then we were guided to our room, which ended up to be an entry-level room instead of the booked and confirmed junior suite. After I complained, we were moved to a junior suite (apparently, since no terrace was offered and SLH do sell junior suites as room with a terrace).
• I still don't have a single clue about what your property sees as a "VIP amenity" as no amenities were even provided. Not even a welcome amenity. Just nothing. What was missing though: 1 Nespresso capsule per person (how stingy can you be?, this is supposed to be a luxurious property!) and in the bathroom there's not even hair conditioner??? Whilst running a bath (which also takes over an hour due to the rather strange design of the bath tub) I called reception and asked to at least get some hair conditioner. They promised that housekeeping would come by, but -oh great surprise - they never did so I was not even able to wash my hair because I do need conditioner just in order to detangle. And Sahrai is supposed to be a 5 * property? Really, if buying amenities from Acqua di Parma is too expensive, then just please settle with a cheaper brand but do provide some conditioner!

All this being sad, I would greatly appreciate it if your property just disconnects from SLH as you don't even fulfill the requirements (your property is by far not a 5* star hotel at all!) and if you would just refund me the costs of our stay (room + tansfers). I obviously would not mind to pay the dining costs at your bar, but also be aware that the bar area is far from a luxury experience as service is slow and there is even still construction going on on at your top floor (although the property opened several years ago).