All Morocco Travel

Dear Laura, Thank you for your email , hope my email finds you well! Kindly find below the responde of Farid. << first, I want to thank you for all that you have said about my services, I am really shocked by your reaction. Second and most important thing I believe to told you the first day we meet each other, don't be shamed or hesitate to ask me anything you want, i told you this is your private car and driver. I am going to remind you what exactly has happened since the first day. regarding my assistance upon your arrival at each hotel during your stay. It is part of my job as it was in Tangier, Chefchaouene and Fes for this reassured that the guests had their rooms without worries. but unfortunately the case is not the same for some riads inside the Medina where access by car is impossible that it is why where the role of the porters with their small cart, it is very known and used by Moroccans as by tourists in all entrances of the Medina. if you remember when you had changed hotel in Fes for a riad in the Medina, the travel agent asked me to come back to your hotel to pick you up and drop you off at the Riad, you gave me the phone number to called them to send you a there porter, and that's what had, when had arrived at the entrance to the Medina, there was no one to our waiting, and an other person wanted to take the luggage I asked him his name it was another name, so I recalled the Riad they said they will not delay, after a few minutes our porter arrives and you left quietly. on our side after a few minutes reminder the Riad to make sure everything is fine. But what is happened in Marrakech first unfortunately the Riad you chose, is located in one of the hottest and not really safe eras in Marrakech, second it was the fault of the Riad, as you attended it I called them several times to tell me their location, and finally it was a false location, and when I found the right direction I called the Riad for 15 or 20 minutes but no answer, and it was no parking cars around to park the car and go with you, then it was decided to send you with a porter with a little cart, and I remember very well told you to pay attention with your wallet and smartphone and also for the payment to avoid discussion on this subject with the porter and ask the Riad do it for you. just to tell you after you arrived at the riad I called to hear from you but no one gave answer. even no answered the travel agency called them the day of your departure to find out what happened but still no answered until next day. As far as ourika valley excursion was . it was almost an hour and a half drive I had asked you to get off the car to discover the scenery and go for a mountain climbing tour and even to discover the waterfalls but you did not want you said that you were sick and that you would rather go for a walk in the Berber village, I was in the cafe for half an hour or maximum an hour, what is bad in that. normally the customers who visit Ourika valley spend around a day and have lunch on the spot. Regarding the day of your departure everything was organized and the car was on site near Cafe de France at 11.20 am until 11.45 am. you were not there, the driver called me, I was surprised I decided to call the Riad,it is there was the big surprise they confirmed that you had already left the Riad at 10am and you asked a transport at your expense, I did not understand why ask for a transport since you had already paid a transportation for the travel agency. last thing about the trip between Fes and Marrakech, I remember very well it was between Chefchaouene and Fes that you asked me which way to us between Fes and Marrakech, and it was you who had told me that this It will be a long drive through the mountains and it is better to take the motorway, and the day after leaving the Riad I am asked if you want to take the long way or the shortest, and you confirmed that you wanted the fastest way, and we did it and i drive you through Rabat city, which is not in the programme,I do not know why you say that I whos insisting on taking the highway which is not true. because it makes no difference to me to take any roads. Sincerely i am very sorry about what is happened in Marrakesh. It is something more strange than me. But it's a life we are all going to study from this situation. I was driving since from 1994 as a professional driver, i had driving people from around the world,it's my first time to have Sachs rapoport, and you caused me a problems with my travel agency, But as i said before it's a life. Thank you again for your visit to Morocco. Dear Laura, Thank you for your detailed feedback regarding your “Magical Morocco” tour with us in June, July 2019. First and foremost, we would like to sincerely apologize for any stress or discomfort you experienced during your journey. At All Morocco Travel, the safety and satisfaction of our guests are our top priorities, and your message has been taken very seriously. While our driver Farid has shared his version of the events, including several important clarifications, we fully understand that as travelers, your perception of the experience is what matters most. We deeply regret that your expectations were not met and that the moments of miscommunication or logistical breakdowns, particularly in Marrakesh, left you feeling unsafe. That is something we never want any of our guests to go through. Regarding the accommodations: we acknowledge your disappointment and have since adjusted our booking strategy to include more authentic Moroccan riads and boutique hotels that reflect the country’s architecture and charm, particularly in Fez and Chefchaouen. On the matter of your final transfer, we would have preferred you reached out immediately so we could have coordinated a backup solution in real time. That said, not receiving a proper follow-up from our office after your complaint was an internal failure, and for that, we offer our most sincere apologies. We have since revised our communication protocol to ensure every guest concern is acknowledged promptly. We are grateful that you still highlighted some positive elements, such as your experience with Moroccan cuisine and the many beautiful sites you visited. We would have loved for your entire trip to reflect those highlights. As a company that has proudly welcomed travelers for over a decade, your feedback is not taken lightly. We’ve shared this internally and used it to reinforce training, improve our crisis protocols, and review our partner accommodations. Our goal is to learn from every guest experience, especially those that fall short, and to come out better. We hope that despite the challenges you faced, you will carry with you some lasting memories of Morocco’s beauty, and perhaps one day give us another opportunity to offer you the experience you truly deserve. With sincere regards, Adel MZIL Managing Director All Morocco Travel

Thank you so much for your kind words and for sharing your experience with us! We're thrilled to hear that you enjoyed your journey through Morocco and that Farid made your trip even more memorable, he's truly one of our most trusted drivers, and we're glad he made you feel safe and well cared for. We also appreciate your honest feedback regarding the entrance fees. We sincerely apologize for the confusion, this is an important point, and we’ve since updated our program descriptions to make sure all details, including exclusions, are clearly communicated before travel. Your recommendation means a lot to us, and we’re happy to let you (and future travelers) know that All Morocco Travel is back and fully operational, with even more care and clarity to ensure each journey is smooth and unforgettable. We hope to welcome you again soon!

Dear Keith, Thank you so much for your kind words and wonderful review! We're delighted to hear that your experience with Chahine was memorable. He truly is a gem on our team, passionate, engaging, and always eager to share Morocco’s rich history and hidden treasures. It means a lot to us that the tour was not only enjoyable but also educational, that’s exactly the kind of experience we aim to deliver. We’re grateful for your recommendation and happy to let you know that All Morocco Travel is fully back in action, continuing to craft meaningful journeys for curious travelers like you. We hope to welcome you back to Morocco someday for more behind-the-scenes adventures!