Pickalbatros Palais Des Roses - Agadir - All Inclusive

Perfect

Best all inclusive hotel in Agadir

We chose Pickalbatros because we had seen the chain prominently in Egypt and wanted to try it. This hotel is relatively new, beautifully designed and has enormous potential. We have stayed in 5-star hotels in Egypt, Tunisia and Morocco, so we are not expecting European standards. We know what good 5-star hospitality looks like in this part of the world. Sadly, this hotel did not live up to it. There are genuine positives. The reception area is lovely, the lobby is a beautiful space to relax in the evenings, the rooms are a good size and the food has good variety. The desserts, although limited, are excellent and there is ice cream all day. The all inclusive bars have drinks menus – including mocktails so the non drinkers also get to know their options! The balcony overlooking the pool and sea is possibly one of the nicest and most relaxing areas we have experienced at an all-inclusive. The views are stunning. Unfortunately, the service is a very different story. Check-in immediately highlighted the lack of guest care. We had to make payment at a separate desk and the card machine lost its Wi-Fi connection multiple times. While we waited, 2 other large groups received pool towel cards. When our payment finally went through, we were told there were no towel cards left. No alternative was offered other than returning later, so we went without pool towels for most of the afternoon. The hotel's system failed, yet we were the ones inconvenienced. There also appears to be a significant drainage/sewage smell problem. We frequently noticed a sewage-type smell around the hotel and experienced it in our room. When we complained, the reception ‘manager’ came to our room, insisted there was no smell and said he knew every room "like the back of his hand". We later heard other guests complaining about smells in their rooms and even being moved, so the response felt incredibly dismissive. Housekeeping and maintenance were particularly frustrating. One day our room was not cleaned and we had no fresh towels. We complained 3 times and were repeatedly told someone was coming. Nobody came. On the 4th complaint, we were told housekeeping had gone home and we would have to wait until the next day. Only when we refused this solution, did housekeeping miraculously return within 10 mins. Our shower was also overflowing, making it impossible to shower properly. Again, we complained 3 times and explained the problem each time. On the 3rd occasion, I said I would stay in the room until somebody actually arrived. Someone appeared within 10 minutes. If it could be fixed that quickly, why did it take 3 complaints and us refusing to leave the room? The lifts are inadequate for the number of guests. We spent a huge amount of time waiting, often allowing full lifts to go past. Although the stated capacity is 8, 6 adults is realistically the maximum comfortable number, and a buggy reduces this further. We repeatedly saw bellboys get into lifts while guests were waiting, making the queues even longer. The lifts are also at the ends of long, dark corridors, which is hardly a welcoming experience. The animation team were another example of the wider attitude towards guests. Throughout our 10-day stay they were almost invisible, with very little effort to engage guests or create any atmosphere. What really summed it up was seeing a member of the animation team walk straight in front of a queue at the pasta station and join the front. It may sound like a small incident, but it was telling. If the people responsible for creating a welcoming guest experience show so little consideration for guests themselves, it says a lot about the standards and culture of the hotel. Bar service was also frustrating. At times there were up to 4 people behind the pool bar but only 1 usually serving. Staff often appeared more interested in talking to each other than serving guests. Soft drinks regularly ran out, there was no beer at the pool bar for a couple of days and th