We were disappointed, and more than a little shocked, to receive your comments about your recent stay at Les Borjs de la Kasbah. Given that this is the first negative review we have received in a long time perhaps we can be forgiven for concluding that you had confused our hotel with another. But apparently not.

To take your criticisms one by one:

The meal, you say, was mediocre and the food horrible. For the purposes of addressing this, however, it is a shame that you do not explain specifically what you felt to have been wrong or what more you were expecting for the price paid.

I’m sorry that you found the waiting staff ‘unfriendly’. This is not a criticism we are used to hearing, as you can judge for yourself by referring to the reviews made recently by previous clients online, because the efficiency and friendliness of our staff is something to which we attach the highest importance.

I am glad to hear that you found your bedroom and the breakfast to your liking. For the record, client satisfaction with both of these over the past six months has exceeded 95%.

The comfort of our beds and mattresses may vary slightly from room to room but this is something to which we pay particular attention when analysing customer questionnaires. You are the first person in some time to suggest that the bed in your room was ‘too hard’ but we will certainly investigate and, if necessary, take the appropriate action. As it happens, my wife and I occupied the room in question for many months during covid lockdown and we found the mattress to be perfectly comfortable.

The air conditioning. We are aware that the type of individual aircon unit we provide can be somewhat noisy, especially when going at full blast, but this has not been a significant issue in the past. That said, we will look into it and, if necessary, will overhaul or replace the unit in question.

As to the prices of Les Borjs, this is to some extent a subjective matter. However, I think it is clear from examining the prices of other Marrakech hotels advertised online that BK’s rates are entirely competitive and fairly reflect its overall standard and the facilities provided. But there are of course cheaper hotels and, indeed, more expensive ones. As with everything else, one tends to get what one pays for.

Finally, we are sorry to hear that you found the excursions and taxis ‘poorly arranged’, although it is a pity that you don’t tell us in what way they were unsatisfactory. Did you mention this to Reception at the time? We arrange hundreds, if not thousands, of excursions and taxis during the course of each year and we are at a loss to understand how or why your arrangements were so unsatisfactory

In conclusion, Les Borjs is proud to find itself among the most highly recommended hotels and riads in Marrakech (as I write, we appear 9th in the Trip Advisor rankings out of a stated total number of 754) but we are by no means complacent. Although our rating from 800 reviews is a respectable 85%, things can and do go wrong, on occasion, despite our best efforts, but when that does occur, we are surely entitled to expect people to let us know, there and then, of any problem in order for us to take the necessary remedial action immediately.