Royal Atlas

Great location and good looking hotel, however we struggled to feel it's 5 star claim. The pools are lovely and grounds well kept and the pool staff are great. A special shout out to the breakfast front staff, they certainly know how to uphold 5 star hotel experiences for guests. This is about where it stops. We had 2 large suites and the rooms are spacious but housekeeping is not great. We had to ask for our room to be made up a few times and even when it was we had to request towels and bath mats as they hadnt been left in the room. On arrival a lovely pastry and fruit plate awaited us but it didn't get cleared for our entire 7 day visit with the pastries going off. In addition the real disappointment was the front desk staff . WE requested a late check out or atleast ability to shower our younger kids before leaving and the lady dealing with my partner was rude and completely unwilling to look at solutions. Having travelled across the globe we've never come across this as a challenge with 5 star hotels... They're always accommodating and if they can't be then atleast courteous enough, she spoke over him repeatedly and refused to listen to solutions he was offering. Her eventual solution was to pay for another day-absolutely ludicrous . The service outside of the pool area was also shocking. Slow would be an understatement.. They have multiple restaurants but the food is all cooked in one central kitchen so you are waiting a very very long time for your food. One night we waited nearly 2 hrs!! And largely when the food arrives it is cold. The breakfast staff also look lost when it gets busy and they don't seem to have any order in which they manage tables. Hot drinks are ordered to the staff but to try and find one or once ordred for it to arrive is pot luck. Paying a premium for a hotel should include getting a premium service, this hotel certainly lacks that and has much work to do and cannot rely on its looks alone.

Fairly average welcome! room with a smell of humidity, large stains on the carpet, dirty shower seals. The staff enters the room without warning with guests while we are in very light clothing for a nap! no apology from the hotel. On the other hand, very pleasant breakfast with staff just as pleasant and helpful

Perfectly positioned hotel but 5 star it is not. This hotel is 4 star as attention to details lacks, even though the accomodation & look of the hotel is excellent. The grounds are beautifully kept with daily ongoing work via maintenance teams. Where the 5th star is lost, is general consistency of service throughout the hotel. For example, not just our experience either but others we spoke to. Request food and drinks around the pool and within 10 mins it's brought to you, the next time it never arrives. Go to the pool bar to chase it up & they insist on bringing it. It may arrive, it may not. Filling up room beverages is a hit or miss. All rooms have a phone to reception & room service. Ours was faulty on day one and after repeated requests, never got fixed during our stay. 5 star to me means these types of things either do not occur, or should they do are rectified immediately. As I touched on earlier, the hotel facilities are terrific, stunning spa & inside pool, Michelin star Italian restaurant, an enormous outside TV screen at the beach restaurant, really handy as we were there during the world cup. The gym is as good as I've experienced in a hotel, however air con was not working & remained so during our stay so it was hard going. If you pitch this as 5 star, consistency of service & facilities is paramount. Some names of staff that went the extra mile... Hind & Dauoo in the breakfast area( amazing food selection) always with a smile & happy to go out of their way to help. The cheerful & accomodating Oussama Nait T. But particularly Oussama 'B'. Dynamic, intelligent, super helpful & a one man excursion assistant. His English is incredible, to go with 5 other languages, all at the ripe age of 22! Summary...Lovely hotel, great position, some great staff, some not so. Excellent facilities, but not always working. A wanna be five star but sadly & ultimately lacking.