Ann J

Review of Mandarin Oriental, Marrakech, ...

We enquired about the reservation cancellation on ...

We enquired about the reservation cancellation on the same day we made due to extreme air pollution in Marrakech. As it was 7 days prior to stay we are told we would be charged 50% of the total stay charge which was around 3250. As this was the cancellation policy, we were discussing whether to cancel it. Meanwhile, without cancelling the booking, the reservation team charged us the cancellation fee of 3250. They told us as we enquired about it they decided to charge us the cancellation fee without cancelling the reservation.

I am not upset about the cancellation charge of 3250 but how Mandarin Oriental dealt with it. This once again reinforced why Mandarin Oriental is no rival to Four Seasons (we recently stayed in Four Seasons Park Lane, also stayed in Four Seasons Lisbon for the wedding, Four Seasons Maui for family holiday, and my brother got married in Four Seasons Seoul). If we decide to visit Marrakech we would stay at Four Seasons as this is not the kind of service I would expect from a top resort or hotel.