Who wrecked our car?
05/01/2019 Messmytrip, Manchester, United Kingdom
When we arrived at our hotel Best Western Hotel Toubkal, the porter took the keys to park the car and we went to our room and ten minutes later returned to check the car to find that the front nearsid... more
When we arrived at our hotel Best Western Hotel Toubkal, the porter took the keys to park the car and we went to our room and ten minutes later returned to check the car to find that the front nearside tyre was flat and still in front of the Hotel. The porters appeared ‘helpful’ and tried everything to pump it up and immediately found a single small hole on the out side of the tyre which could not have been caused by driving but rather a short sharp instrument like a sharpened thin screw driver driven at force into the side of the tyre on purpose within the ten minutes that we had arrived. The porter said that he could get the spare swapped as the Hotel car park is just a hundred yards away and had their own mechanic…. he said… and we agreed on 70 dirums. We awoke early to pick up the car to visit a local tourist attraction and asked for the porter to fetch the car. (This was how they did it) He went off and about twenty minutes later he arrived back on foot saying that the car wouldn’t start. The car was almost brand new and this is one of the reasons we chose a slightly more expensive car company Majdoline Travel. At least with a new car including a new battery of course, what could go wrong you would think? Incidentally by now we had been driving the car for ten days and we were very glad to have had a car this good and new to drive. But can you see a pattern emerging? They made a vein attempt to jump start the car at the Best Western Casabalnca car park but really a very unconvincing effort, as I felt the agenda was about to unfold when the porter would say he could get a new battery at a great price. The tyre was clearly punctured on purpose outside the hotel and we had our suspicions as to why the new battery is now flat. We then called Majdoline Travel and he said he would send a local mechanic out to have a look at the car. This agitated the porter and his boss and the mechanic I am very glad to say I mean really agitated. I would not let them park a car behind this car because when the time came I did not want to be locked in. Please to say this also annoyed them even more. The mechanic arrived and did a diagnostic check on the car and said that it appears that the battery had been flattened overnight. Really, do porters do that sort of thing to English tourists at the Best Western Hotel Toubkal? I don’t believe it and is incomprehensible. Then he said the gear box had no reverse. There really was a pattern emerging. We arrive at the Hotel, the tyre gets vandalised, and overnight the battery gets flattened and the gear box somehow gets wrecked. I cannot repeat what I then said to the porter and mechanic as I am a scouser. He did not deny anything and just walked off. Now you too would be glad that you paid a little extra to the car company because the company said…. when the full story emerged ….that we will have a replacement car to you in ten minutes and we did. We dread to imagine what would have happened if we had gone for a budget type car company. It might have cost us a battery and a gear box! If you are crazy enough to drive around Morocco you should at least reduce the risk by having a newish car with a company who cares and we whole heartedly are thankful for Majdoline Travel for the way they delivered beyond expectations and we highly recommend them. Glad we were fully insured. The Hotel was dingy and uninviting, a bad choice and a very bad overall experience with Best Western Hotel Toubkal. Ps when I mentioned trip advisor to the mechanic he said ‘I don’t care’ I already know that!
Bestwestern T, La Direction at Best Western Hotel Toubkal, responded to this review
Dear Valued Guest,
Thank you for leaving us your comment regarding your stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave to implement improvements to ensure we offer a better experience for guests in the future. Please note that we investigated regarding that case and we have taken the necessary measures, so these kind of problems don't happen anymore. Regarding the flat, it happened when you parked the car on the sidewalk (because of the construction, in the street, now we all have to park on the sidewalk), and we apologies for that. Our valet try to inflate the tire with a pump and the hotel payed the 70 dhs asked from the mechanic to fix your car.
Please know that these kind of incident are extremely rare as the parking is private and supervised.
Again, please accept our sincere apologies.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.