"A loyal customer of the Royal Kenz since 2015, I just stayed at the establishment in October 2026. My experience is unfortunately mixed: the thalassotherapy remains remarkable, while the quality of the relationship with part of the hotel management deeply disappointed me.
A thalassotherapy center that is still just as remarkable.
I would first like to highlight the excellent quality of the treatments, the professionalism of the staff, and the perfect organization of the center, despite a particularly high number of guests during my stay.
A very special mention to Zina, the thalassotherapy manager, and to Karima, the treatment coordinator. Their availability, their sense of organization, and their professionalism contribute to maintaining a remarkable level of service, even when activity is particularly intense. A big bravo to them and to the whole team.
A General Management that is surprisingly inaccessible.
Over the course of my stays since 2015, I have known several management teams at the establishment, who generally showed themselves to be attentive and available when difficulties arose.
Before my arrival in October, I had requested a brief meeting with the general manager in order to be able to talk informally and smooth over the situation following our email exchanges. Despite this prior request and several opportunities to cross paths during my stay, no appointment was offered to me, not even for ten minutes.
I deeply regret this lack of availability. After so many years of loyalty, I find it particularly disappointing that a request for dialogue formulated in a constructive spirit does not elicit any proposal for a meeting. The contrast with the attentiveness shown by previous management is striking.
A Guest Service whose attitude deeply disappointed me
The exchanges with the Guest Service manager also contributed to degrading my appreciation of the stay. Following the difficulties encountered during my previous visit, a commercial gesture had been offered to me by Guest Service, then I had been asked to specify the nature of the desired gesture. After having formulated two concrete proposals, these were finally refused.
During my October stay, I had the feeling that the Guest Service manager was trying to avoid me. He finally intervened during a disagreement regarding the reservation for the à la carte restaurant, to reproach me for not having addressed him directly, even though several guests, including the friends with whom I wished to dine, had already been refused by his department.
For my part, I had directly solicited the head chef to see if it was possible to exceptionally accommodate our group. He had replied that the restaurant was full for the evenings in question. However, the checks carried out subsequently with other guests led me to observe a situation that seemed to me difficult to reconcile with this response.
This succession of events left me perplexed. I would have expected more consistency, consideration, and a search for a solution rather than a reproach formulated after the fact. The lack of constructive dialogue and apologies for this way of intervening particularly disappointed me.
The head chef: customer service that deserves to be improved
The level of the cuisine is generally satisfactory. Nevertheless, culinary quality cannot substitute for listening, the sincerity of exchanges, and real attention paid to guests.
During my May stay, the head chef had wrongly reproached me for having welcomed people to my table who did not have a reservation. He had finally apologized after verification.
In October, my attempt to reach out to him to ask for an exceptional booking possibility for my friends and me resulted in a response stating that the restaurant was full. In light of the checks I subsequently carried out, this response seemed particularly disappointing to me, especially since a previous incident had already required an apology.
These successive episodes gave me the feeling that the attention paid to the customer and the quality of the human relationship were not always up to what one can expect from an establishment of this category.
A mixed assessment after more than ten years of loyalty
I remain very attached to the Royal Kenz, particularly for the quality of its thalassotherapy and the professionalism of its team. It is precisely this loyalty, built since 2015, that makes the deterioration of my relations with certain managers so regrettable.
The difficulties encountered in the rooms and, above all, the way in which certain complaints and requests were handled lead me today to take a much more reserved look at the management of the establishment.
The thalassotherapy remains a real asset and fully deserves the praise. On the other hand, more consistent attention to guests, better listening, and management more oriented toward dialogue and finding solutions now seem essential to me so that the quality of the hotel's hospitality is on par with that of the treatments."
