Ответ от Marco:
I'm sorry to receive confirmation that this guest has had a less than positive experience. I try my best to make sure that my guests enjoy their stay in the riad and in Marrakech in general, as I understand the value of a good holiday and of bringing back with you fond memories of what may be a once in a lifetime visit to this enchanting land.
Although Morocco as a place requires a certain level of adaptation, especially by European standards, I feel and see that normally I am able to strike a right balance between what this country - and Marrakech in general - has to offer, while minimizing its drawbacks.
On this occasion I was let down by the airport transfer company I rely on – it was close to New Year's eve and my regular drivers were with clients south in the desert and they had a stand in who obviously confused his schedule and did not show up – and the guest had to make his own way in to the riad on arrival. Although I naturally take responsibility for this, and did apologize over the telephone to the guest (I was abroad), I can assure anyone that this kind of scenario is unlikely to repeat as I have raised the seriousness of the issue with the transfer company.
I was considering a gest towards the guest but before I could suggest anything, events followed that found me surprised and a bit perplexed. The very same evening the guest writes to me complaning about water pressure. Now, the water pressure is the same water pressure the 100 or so happy groups of guests who have visited me before, 70-80 odd of which have left very positive and enthusiastic reviews, have benefited from. It just so happens that piping in Marrakech's medina is old and not to Western standards. More than one household is branched to the same pipes and if a number of people are washing or using the water at the same time the water supply can at times cut off for a few seconds. As inconvenient as it is, if you are patient enough the water supply resumes in about 10 to 20 seconds.
This is part of what I mentioned earlier about requiring a minimum of spirit of adaptation if you are going to visit Morocco, as you are bound to encounter issues like this or similar in the majority of accomodations in Marrakech.
Nevertheless, in future perspective in an effort to provide the best possible service to my guests, I have already spoken to my builders about installing a water cistern in the riad that would limit this occurrance, and that is planned to be ready by the end of February, however this remains a luxury.
After I replied the guest then complained the following morning water about a streak of water originating to the side of the sink basin. This is on the to dos list, but does not seem to have concerened anyone else, as a quick swipe of a towel will solve it.
My response to him was not to be concerned with these minor issues, that my handyman Abderrani would be there during the day to have a look and fix whatever was to be fixed (although I knew he was not going to fix the water piping pressure!), that he could feel free to go and enjoy Marrakech and just leave the door unlocked.
The guest instead preferred to lock the door and make an appointment in the late afternoon, to which I naturally complied. In the afternoon my handyman went round, mopped - for what there was to mop -the side of the sink and reported everything as normal.
The following morning, which was actually December 31st, unwarranted, the guest sent me a message that he had vacated premises. To that I replied : « Good luck and happy holidays, and let me know if you change your mind and would like access back to your room ».
Naturally I am sorry that on this occasion I did not meet the standards of this guest. However I would invite anyone visiting Marrakech to have a minimum of flexibility and light-heartedness, especially if you are lodging in what is clearly budget accomodation even by local standards. There a plenty of hotels in Marrakech charging hundreds of euros per night, if you like that, however the gentleman here was on a promotion rate for this room that had only just been advertised online (unlike the longer standing rooms of this riad, which anyone can consult) of 14 euro 29 cents per night, and this was during the week that included New Year's eve !
From my point of view there were many solutions that could have been pursued – for instance a breakfast on me at my friend's place down the road to make up for inconvenience with the transfer, or allowing frequent independent access to the room to Abderrani, my handyman, if it was preceived that the issues I mentioned were particularly inconveninet – but none of these solutions included just point blank leaving a perfectly reasonable accomodation for its price.
Of course anybody is free to chose what to do with their own money (and the gentleman has himself admitted on his comment above that the accomodation they then chose was more costly), but then they should at least avoid slating hosts that are just doing their job.