Riad Carllian

Recent Reviews: 238

• User:Sonovabitch

  Trip type: Couples

  Wow!

  25 Nov 2025

  Absolutely fantastic accommodation. Really spacious and luxurious. Delicious breakfasts on the terrace. Hot tub in the evenings. Right in the centre of activity but peaceful at the same time. All the staff there couldn’t do enough to help. Would go again in an instant.

• User:Martin H

  Trip type: Couples

  A comfortable riad close enough to the main square

  02 May 2025

  The staff were really friendly and helpful and they contacted us a few times before we arrived. They also helped us get into a nearby very good restaurant at short notice.The breakfast was very generous in what was offered.The room was comfortable with a large bed.The riad was tucked away down a back alley off the Medina so it was a bit of a walk in.The shower in the bathtub was a bit awkward and required you to step in very carefully to avoid slipping.The curtain over the main door didn't pull completely across so people passing by could see you in the room at night with the light on.

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• User:Steven S

  Trip type: Family

  Incorrect information on website. Poor comms

  29 Mar 2025

  The Riad is in the medina and cars aren't allowed there so you're picked up by a porter arranged by the Riad at a set location. The porter then transports you and your bags through the labrynthine streets to your Riad.Far in advance of our arrival, I emailed Frederique, the Riad owner, with our arrival time but had no response. For the hour before our arrival, I tried to contact her again by email, landline, mobile phone, WhatsApp, and via the app we used to book but heard nothing.She eventually sent us details of the porter that she uses and told us to contact him when we arrived.We did that but he had no idea of the assignment. He was at home with his family and said that he would not be meeting us.Therefore we had to try to navigate to the medina with our luggage and children at 7pm. The GPS is not accurate and it took some time and lots of help from local street sellers.When we arrived, my children were hungry but there's no restaurant onsite and never has been. The website lists a restaurant. You have to pre-order food over 12 hours beforehand and it's served in a room downstairs.This was confirmed in a conversation with the owner, that I have an audio recording of. She accepted that the website was misleading, thanked me for the feedback, and said the website would be updated, which it has.During the stay, I wanted to use the hammam/spa but there isn't one onsite. The website lists a hammam/spa. They can bring someone in for a massage which is done in a room downstairs.Because of our experience, Frederique offered to comp us the porter and taxi to the airport when we left. The porter still charged us for the service.The Riad is down a small, dark, quiet street and there were drug sellers at the entrance to the street during our visit. My wife felt uncomfortable walking down the street by herself at night. Frédérique PETETIN, Directeur général at Riad Carllian, responded to this review Dear sir,We're sorry to read that your experience didn't live up to your expectations. However, we are very surprised by the harshness of your review and the false information. For your arrival, we offered to arrange your transfer from the airport to the riad's door, but you arranged your own transfer. Your driver called me first, and I sent him the number of the person to escort you to the riad. Unfortunately, you arrived at the time of the fast break, and the person (who is not our employee) was therefore unavailable. You did indeed try to reach me, and since I was driving, I called you back 20 minutes later, and you gleefully vented your anger on me. I showed great understanding and apologized. I would also like to point out that using Google Maps, Riad Carllian, since you had 4G, is very easy to reach the riad. We offer a menu with quality cuisine, always prepared with the daily produce. You must reserve the day before, as we only cook for our guests. I will therefore make a change to our website so that this problem does not recur. For the massage, there is no waiting room in our riad. You received your massage in a 50m² suite. I don't see how that wasn't enough for you. I offered you a return transfer as a convenience. Our staff (3 people) each have their own role and are always present in the riad. Saïd is very busy during breakfast service and goes from the terrace to the dining room. You may have to wait a few minutes since we offer table service. I would like to point out that our staff is highly rated on Booking.com and does their best to satisfy all our guests, including your family. Therefore, your complaints about our staff seem unreliable to me. Regarding the environment, the Medina, the alleys, the residents... we are in no way responsible for any of this. Our guests currently have many resources, including Google Earth or Google Maps, to visualize their future destination: As for me, the manager of the riad, I saw you the morning after your arrival, where we spoke for a long time and I answered all your questions. I also saw you the day after. And I was very professional, informing you that the next day I was going on vacation for a few days. Is this prohibited? Should this harm the riad? I don't understand this remark, which seems completely inappropriate to me. I never threatened to cancel your stay. It's a huge lie. You called Booking upon arrival to complain, and that's your right. Booking then called me to ask if I would agree to shorten the reservation free of charge. I agreed. So it was to your advantage. So I sent you a message to tell you that I had accepted Booking's request. You replied by saying that Booking hadn't understood your request. So, there was no threat from me; I repeat this because it's outrageous to me. So, I'll conclude by saying that I think you would have been more comfortable in a classic hotel in the new, more European-style city, and not in a riad. The Medina also doesn't seem to suit you. Your very harsh review, which I believe is driven by your resentment after your arrival, has affected us all. But we continue to be proud of our establishment and our staff despite everything Frederique, ManagerP.S. For the message you have published, it says that we will do the massage in the living room where theris is a space dedicated to massages. and YES I CONFIRM THAT WE HAVE A HAMMAM IN THE RIAD FOR 2 PERSONS, and a lot of our customers use it.Modifier Supprimer

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• User:blk2024

  Trip type: Couples

  An Oasis in Marrakesh

  13 Feb 2025

  This is a wonderful place to stay! In the heart of old Marrakesh, but down a quiet alley away from the noise, it's the best of both worlds. The staff is friendly and helpful, our room was clean and spacious, and there's an amazing roof top terrace.

• User:Funke Eliza O

  Trip type: Family

  Beware! We caught the maid going through our bags on camera.

  11 Feb 2024

  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 here at your own risk. You may not notice they've been through your bags and noted down your card details, we only know due to the camera we placed in the room. Frédérique PETETIN, Directeur général at Riad Carllian, responded to this review Madam, that's correct, we indeed encountered this problem with you in July 2023. The person responsible for this unacceptable gesture was removed from the Riad the same day, then dismissed for serious misconduct. We acted as quickly as possible, knowing that in 15 years of operation our establishment has never had to deal with such a problem. No customer has ever complained before.Regarding the circumstances, you have not suffered any theft, and I have asked you to file a complaint if you wish. You did not leave the riad, because you had already paid for your reservation online. But of course, contrary to what you seemed to insinuate, we would have reimbursed you afterwards by a bank transfer procedure. We are professionals and there would have been no doubt about it. When I met you, before you left, you asked for money in compensation. I offered you a sum of compensation, despite the fact that you were not robbed. You then threatened to release the video if we did not offer you a larger sum. We were shocked by this way of acting. Searching luggage is a big mistake and blackmailing the video is another.I remind you that we tried to manage the situation as best as possible so that you can continue your vacation, by immediately removing from the riad the person responsible for this action. Obviously we are all suffering the consequences and however, we have resumed the course of our activity under new conditions. Bad things can happen in life and we can't be held responsible for them forever, since we acted as soon as we published photos leaves me thinking. you finally carried out your blackmail. Money doesn't solve everything. you seek to harm us despite our reaction. If we had given you the money you were asking for, there would have been no reviews or photos. it's ingloriousBest regardsFrédérique

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