GreenLife Marrakech

We booked a two-night stay for 24 Aug. Upon arrival at the property, which was located in the middle of nowhere and had no signage, no shop in 10 mile distance, with 75 min driving from Marrakesh and we found it extremely difficult to locate. We arrived at 11:00 pm, exhausted and tired, with my wife and child, and were simply looking for a comfortable bed to sleep in. Unfortunately, it became apparent that the rooms had not been inspected or prepared in advance, as it seemed we were the only guests they had had for a while. The receptionist asked for our passports to check us in, and we handed them over. It's worth noting that there was no staff present; only a young 20-year-old girl was managing this complex, and she could barely speak English and a barking dog around. After waiting for 15 minutes, she showed us to our room, which had an electrical problem (no lighting at all; she had to use a torch). Additionally, the air conditioning was not functioning at all. After struggling for 30 minutes to fix the AC, which was unsuccessful, she offered us another room on the other side of the property. We noticed that the entire complex had electrical issues, as the lights in most rooms and corridors and garden were flickering or not working. We had to use our phone's flashlight to navigate to the other rooms. She discovered that the tent she was offering us also had an air conditioning problem. She tried four other rooms/tents, but all of them had AC issues. She didn't know what to do and had no knowledge of hotel operations or technical problem-solving. She insisted that we stay in the room/tent in the scorching 42-degree heat with a 9-year-old child until the owner arrived the next morning. Finally, the receptionist confirmed that they indeed had lighting and air conditioning problems. I asked her to send this confirmation to my WhatsApp, which she promised to do but never did. So, we made the decision to leave this unsettling scary property with no lighting and no air conditioning and find another hotel at 1:00 in the morning, which ended up costing us twice the normal price. The email address provided by the property was fake, and they did not answer the phone at all. Later, we contacted the agency through which we had booked and asked for a refund, but we were informed that the owner had rejected our request, accusing us of leaving the property without reason. You would agree that we were not unreasonable in leaving the booked property, especially with an exhausted child in tow. We had expected an apology and compensation from the property owner, but it appears that they do not believe in providing good customer service. We did not even receive a glass of water during our brief stay, yet we paid £130 for nothing. I strongly advise staying away from this place, as it is quite unsettling, and the doggy people managing it do not treat customers well.

This is a very tranquil place. Peaceful and the staff are very friendly. Not so many rooms. So it’s very good place to detox and reconnect with nature.

I booked two nights at GreenLife for a few relaxing days before flying home... and then our plans and flights changed. I booked through *********** so I emailed to ask about cancellation several times (through ***********) and I was told it sometimes takes 48 hours... so I contacted the hotel directly.... but no one from GreenLife ever responded... so I went ahead and cancelled. While GreenLife couldn't bother to respond to my emails, they quickly charged my credit card in full a few days before we were to arrive. I reached out to *********** and they said it was up to the hotel to refund. I then contacted GreenLife and a few days later they responded and said they would look into refunding me... but then they said it was impossible. Refunding a credit card is not impossible. We are all hurting after COVID. I am a travel writer and work in travel marketing. Treatment like this is just awful. Even a partial refund would have been nice. So for a place that advertises "a magical environment and a peaceful atmosphere' their customer service is anything but magical or peaceful. We all need to be more forgiving and flexible. I was looking forward to staying here. Be careful about booking at Green Life. Or look elsewhere.