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Jalisa W
Good Trip, Disappointing End
Inclusive Morocco的点评
点评：I try not to leave public negative reviews because I know how hard businesses work to ensure customers have a great experience so I tried to exhaust other methods directly with the owner of Inclusive Morocco by email, Whatsapp, and shared proof of all challenges before making this review, but I did want to share my honest experience. I worked with Inclusive Morocco for a November 2025 group trip with 12 women and my team member and I that we planned over a 6+ month period.
First, I want to start with the positives:
- Our guide Meryem. She was phenomenal and was frequently mentioned as a highlight of the trip. She went above and beyond to adapt to all changes and ensure everyone received excellent customer service. She did a great job helping us explore the experience of Moroccan women and her taking us through her hometown of Fes was a true highlight of the trip. She was consistently lauded on the trip and in trip feedback.
- The drivers and cars - everyone was timely and the condition of the cars was great. - Most of the hotels - we had beautiful, design-forward hotels with great customer service for all hotels except for a disappointing experience in the Sahara desert that will be detailed later in the review.
-The group really enjoyed visiting different cities and engaging in a wide variety of activities from food tours to sandboarding and calligraphy. They fell in love with the culture of Morocco.
The negatives:
- The Sahara desert accommodations. According to our contract that was finalized, signed, and a deposit was paid for on April 15, 2025 (almost 7 months prior to the trip) we were supposed to have a 2 night stay in the Sahara at Madu Luxury Camp (14 tents). We were instead placed at Sanmao and that change was never communicated to me in writing or otherwise prior to arrival. I and the group were surprised to arrive at a completely different hotel than what was promised in the contract, included in trip materials, and discussed during the pre-trip traveler info session even though changes in writing were a stipulation of our contract. During the stay there was mold in multiple tents, no hot water, and cats were also in multiple tents because of holes in the tents. This did not meet the quality and standards expected from the pictures and our agreement at Madu Luxury Camp. The issues at the desert camp were mentioned directly to camp staff and the Inclusive Morocco representative by our clients verbally onsite and in our trip feedback survey. That feedback was shared with Inclusive Morocco by me during the stay to the onsite representative, by Whatsapp message during the trip when I get wifi signal again, and after in a trip recap email. Inclusive Morocco claimed the hotel we stayed in was under the same ownership as Madu Luxury Camp where we were supposed to stay as an excuse for why we were at a completely different hotel than what was paid for. But I called and emailed both hotels and they said they were not under the same ownership and were not familiar with each other. Furthermore, Madu Luxury Camp said they never received a reservation from Inclusive Morocco showing they didn't have the intention of fulfilling the contracted hotel reservation. This was very shocking news to receive and eroded trust. When travelers paid and told their families where they were staying we would not have expected such a major change with no prior notice. Even with that additional information presented Inclusive Morocco still did not provide an adequate solution to that huge change in the itinerary and its impact on our travelers.
- The Hammam experience - on the last full day of the trip the location of the hammams were changed multiple times which I understood because our arrival time back to Marrakech was changing due to scheduling delays. I understand the team was trying to pivot in the moment but the service at M Avenue where 5 of our travelers were taken was truly disappointing. I was told by a traveler that the representative from Inclusive Morocco seemed to have never visited and they got lost trying to find the hammam and then the staff representative left the group alone after they entered as they dealt with a number of travelers. One of our travelers who is deaf and uses a hearing aids was forced to share one hammam slab with another traveler and a third traveler was placed in the same room while they all were naked. The door was opened as men walked by making them all uncomfortable and very exposed. The hammam attendant was on her phone during the whole experience and only used one hand with our deaf attendant who could feel the phone vibrating through the whole experience. Two attendees who were not related and didn't have a relationship with eachother before the trip had to get a massage together in the same room, again while both were naked. I was shocked by the experience because this was a place the owner claims to have personally visited multiple times. I personally apologized to each impacted traveler and delivered refunds out of pocket. Thankfully, we received a refund for this experience from Inclusive Morocco after a few follow-up requests.
I want to be fair to the additional challenges that we've discussed with Inclusive Morocco directly that they said were out of their control because of the last minute changes of others while being honest about the challenges of the experience. Overall, Inclusive Morocco delivered a good trip but the areas where there were challenges were significant and eroded trust and the pushback on addressing these issues fairly was quite disappointing.
First, I want to start with the positives:
- Our guide Meryem. She was phenomenal and was frequently mentioned as a highlight of the trip. She went above and beyond to adapt to all changes and ensure everyone received excellent customer service. She did a great job helping us explore the experience of Moroccan women and her taking us through her hometown of Fes was a true highlight of the trip. She was consistently lauded on the trip and in trip feedback.
- The drivers and cars - everyone was timely and the condition of the cars was great. - Most of the hotels - we had beautiful, design-forward hotels with great customer service for all hotels except for a disappointing experience in the Sahara desert that will be detailed later in the review.
-The group really enjoyed visiting different cities and engaging in a wide variety of activities from food tours to sandboarding and calligraphy. They fell in love with the culture of Morocco.
The negatives:
- The Sahara desert accommodations. According to our contract that was finalized, signed, and a deposit was paid for on April 15, 2025 (almost 7 months prior to the trip) we were supposed to have a 2 night stay in the Sahara at Madu Luxury Camp (14 tents). We were instead placed at Sanmao and that change was never communicated to me in writing or otherwise prior to arrival. I and the group were surprised to arrive at a completely different hotel than what was promised in the contract, included in trip materials, and discussed during the pre-trip traveler info session even though changes in writing were a stipulation of our contract. During the stay there was mold in multiple tents, no hot water, and cats were also in multiple tents because of holes in the tents. This did not meet the quality and standards expected from the pictures and our agreement at Madu Luxury Camp. The issues at the desert camp were mentioned directly to camp staff and the Inclusive Morocco representative by our clients verbally onsite and in our trip feedback survey. That feedback was shared with Inclusive Morocco by me during the stay to the onsite representative, by Whatsapp message during the trip when I get wifi signal again, and after in a trip recap email. Inclusive Morocco claimed the hotel we stayed in was under the same ownership as Madu Luxury Camp where we were supposed to stay as an excuse for why we were at a completely different hotel than what was paid for. But I called and emailed both hotels and they said they were not under the same ownership and were not familiar with each other. Furthermore, Madu Luxury Camp said they never received a reservation from Inclusive Morocco showing they didn't have the intention of fulfilling the contracted hotel reservation. This was very shocking news to receive and eroded trust. When travelers paid and told their families where they were staying we would not have expected such a major change with no prior notice. Even with that additional information presented Inclusive Morocco still did not provide an adequate solution to that huge change in the itinerary and its impact on our travelers.
- The Hammam experience - on the last full day of the trip the location of the hammams were changed multiple times which I understood because our arrival time back to Marrakech was changing due to scheduling delays. I understand the team was trying to pivot in the moment but the service at M Avenue where 5 of our travelers were taken was truly disappointing. I was told by a traveler that the representative from Inclusive Morocco seemed to have never visited and they got lost trying to find the hammam and then the staff representative left the group alone after they entered as they dealt with a number of travelers. One of our travelers who is deaf and uses a hearing aids was forced to share one hammam slab with another traveler and a third traveler was placed in the same room while they all were naked. The door was opened as men walked by making them all uncomfortable and very exposed. The hammam attendant was on her phone during the whole experience and only used one hand with our deaf attendant who could feel the phone vibrating through the whole experience. Two attendees who were not related and didn't have a relationship with eachother before the trip had to get a massage together in the same room, again while both were naked. I was shocked by the experience because this was a place the owner claims to have personally visited multiple times. I personally apologized to each impacted traveler and delivered refunds out of pocket. Thankfully, we received a refund for this experience from Inclusive Morocco after a few follow-up requests.
I want to be fair to the additional challenges that we've discussed with Inclusive Morocco directly that they said were out of their control because of the last minute changes of others while being honest about the challenges of the experience. Overall, Inclusive Morocco delivered a good trip but the areas where there were challenges were significant and eroded trust and the pushback on addressing these issues fairly was quite disappointing.
翻译：我尽量避免公开发表负面评价，因为我知道商家为了确保顾客拥有良好的体验付出了多少努力。因此，在撰写这篇评价之前，我尝试了其他方法，直接通过电子邮件和WhatsApp联系了Inclusive Morocco的负责人，并提供了所有问题的证据。但我仍然想分享我的真实经历。我与Inclusive Morocco合作，策划了一次2025年11月的摩洛哥女性旅行团，我和我的团队成员花了六个多月的时间进行规划。
首先，我想说说优点：
- 我们的导游Meryem非常出色，被多次提及为此次旅行的一大亮点。她尽心尽力地适应各种变化，确保每个人都能获得优质的客户服务。她帮助我们深入了解摩洛哥女性的生活，并带领我们游览她的家乡菲斯，这绝对是此次旅行的一大亮点。她在旅途中和旅行反馈中都备受赞誉。
- 司机和车辆——所有人都非常准时，车辆状况也很好。 - 大部分酒店——除了撒哈拉沙漠那次令人失望的体验（稍后会在评论中详细描述）之外，所有酒店都设计精美、时尚前卫，客户服务也非常好。
- 团队成员非常享受游览不同的城市，并参与各种各样的活动，从美食之旅到滑沙和书法，应有尽有。他们深深爱上了摩洛哥的文化。
不足之处：
- 撒哈拉沙漠的住宿。根据我们于2025年4月15日（出发前近7个月）最终签署并支付定金的合同，我们应该在撒哈拉沙漠的马杜豪华营地（14顶帐篷）入住两晚。然而，我们却被安排在了三茂营地，而且在抵达之前，我们从未收到任何书面或其他形式的通知。我和团队成员抵达后发现，入住的酒店与合同、旅行资料以及行前说明会上承诺的酒店完全不同，这让我们感到非常意外，尽管合同中明确规定了书面变更的必要性。入住期间，多个帐篷内出现霉菌，没有热水，而且由于帐篷有破洞，猫也住在多个帐篷里。这与Madu Luxury Camp提供的图片和我们签署的协议中所述的质量和标准完全不符。我们的客户在营地现场和旅行反馈调查中都曾直接向营地工作人员和Inclusive Morocco的代表反映过这些问题。入住期间，我通过现场代表、旅行途中恢复Wi-Fi信号后通过WhatsApp消息以及旅行结束后发送的旅行总结邮件，将这些反馈转达给了Inclusive Morocco。Inclusive Morocco声称我们入住的酒店与我们预定的Madu Luxury Camp属于同一家公司，以此作为我们入住的酒店与已付款酒店完全不同的借口。但我致电并发送邮件给两家酒店，他们都表示两家公司并非同一家，彼此也不认识。此外，Madu Luxury Camp表示他们从未收到Inclusive Morocco的预订，这表明他们根本没有履行合同预订的意图。收到这样的消息令人震惊，也严重损害了我们的信任。旅客们付款并告知家人住宿地点后，我们完全没想到会在没有任何事先通知的情况下发生如此重大的变更。即使提供了补充信息，Inclusive Morocco 仍然未能就行程的巨大变动及其对旅客的影响提供令人满意的解决方案。
- 土耳其浴体验 - 在行程的最后一天，土耳其浴的地点多次变更。我理解这是因为航班延误导致我们返回马拉喀什的抵达时间有所调整。我明白团队当时正在努力应对，但我们五位旅客被安排在 M Avenue 的体验实在令人失望。一位旅客告诉我，Inclusive Morocco 的代表似乎从未到过那里，他们迷路了，找不到土耳其浴。之后，工作人员在他们进入土耳其浴后，因为要接待其他旅客，就把他们一个人丢下了。我们一位聋哑旅客佩戴助听器，却被迫与另一位旅客共用一张土耳其浴垫，而第三位旅客也被安排在同一个房间里，三人全裸。门被打开时，有男人从旁边走过，令他们感到很不自在，也十分暴露。整个过程中，浴场服务员都在玩手机，只用一只手扶着那位聋哑旅客，她能感觉到手机的震动。另外两位互不相识的旅客，在旅行前也从未见过面，却被迫在同一个房间里接受按摩，同样是全裸。我对这样的经历感到震惊，因为这家店的老板声称自己曾多次光顾。我亲自向每位受影响的旅客道歉，并自掏腰包为他们办理了退款。值得庆幸的是，经过几次后续沟通，我们最终从 Inclusive Morocco 收到了此次体验的退款。
我想公平地说明我们与 Inclusive Morocco 直接沟通后发现的其他问题。他们声称这些问题是由于其他方临时变更造成的，超出了他们的控制范围，但我们也坦诚地承认了此次体验中存在的问题。总的来说，Inclusive Morocco 提供了一次不错的旅行，但出现问题的环节相当严重，损害了我们的信任。他们不愿公平地解决这些问题，这令人非常失望。
首先，我想说说优点：
- 我们的导游Meryem非常出色，被多次提及为此次旅行的一大亮点。她尽心尽力地适应各种变化，确保每个人都能获得优质的客户服务。她帮助我们深入了解摩洛哥女性的生活，并带领我们游览她的家乡菲斯，这绝对是此次旅行的一大亮点。她在旅途中和旅行反馈中都备受赞誉。
- 司机和车辆——所有人都非常准时，车辆状况也很好。 - 大部分酒店——除了撒哈拉沙漠那次令人失望的体验（稍后会在评论中详细描述）之外，所有酒店都设计精美、时尚前卫，客户服务也非常好。
- 团队成员非常享受游览不同的城市，并参与各种各样的活动，从美食之旅到滑沙和书法，应有尽有。他们深深爱上了摩洛哥的文化。
不足之处：
- 撒哈拉沙漠的住宿。根据我们于2025年4月15日（出发前近7个月）最终签署并支付定金的合同，我们应该在撒哈拉沙漠的马杜豪华营地（14顶帐篷）入住两晚。然而，我们却被安排在了三茂营地，而且在抵达之前，我们从未收到任何书面或其他形式的通知。我和团队成员抵达后发现，入住的酒店与合同、旅行资料以及行前说明会上承诺的酒店完全不同，这让我们感到非常意外，尽管合同中明确规定了书面变更的必要性。入住期间，多个帐篷内出现霉菌，没有热水，而且由于帐篷有破洞，猫也住在多个帐篷里。这与Madu Luxury Camp提供的图片和我们签署的协议中所述的质量和标准完全不符。我们的客户在营地现场和旅行反馈调查中都曾直接向营地工作人员和Inclusive Morocco的代表反映过这些问题。入住期间，我通过现场代表、旅行途中恢复Wi-Fi信号后通过WhatsApp消息以及旅行结束后发送的旅行总结邮件，将这些反馈转达给了Inclusive Morocco。Inclusive Morocco声称我们入住的酒店与我们预定的Madu Luxury Camp属于同一家公司，以此作为我们入住的酒店与已付款酒店完全不同的借口。但我致电并发送邮件给两家酒店，他们都表示两家公司并非同一家，彼此也不认识。此外，Madu Luxury Camp表示他们从未收到Inclusive Morocco的预订，这表明他们根本没有履行合同预订的意图。收到这样的消息令人震惊，也严重损害了我们的信任。旅客们付款并告知家人住宿地点后，我们完全没想到会在没有任何事先通知的情况下发生如此重大的变更。即使提供了补充信息，Inclusive Morocco 仍然未能就行程的巨大变动及其对旅客的影响提供令人满意的解决方案。
- 土耳其浴体验 - 在行程的最后一天，土耳其浴的地点多次变更。我理解这是因为航班延误导致我们返回马拉喀什的抵达时间有所调整。我明白团队当时正在努力应对，但我们五位旅客被安排在 M Avenue 的体验实在令人失望。一位旅客告诉我，Inclusive Morocco 的代表似乎从未到过那里，他们迷路了，找不到土耳其浴。之后，工作人员在他们进入土耳其浴后，因为要接待其他旅客，就把他们一个人丢下了。我们一位聋哑旅客佩戴助听器，却被迫与另一位旅客共用一张土耳其浴垫，而第三位旅客也被安排在同一个房间里，三人全裸。门被打开时，有男人从旁边走过，令他们感到很不自在，也十分暴露。整个过程中，浴场服务员都在玩手机，只用一只手扶着那位聋哑旅客，她能感觉到手机的震动。另外两位互不相识的旅客，在旅行前也从未见过面，却被迫在同一个房间里接受按摩，同样是全裸。我对这样的经历感到震惊，因为这家店的老板声称自己曾多次光顾。我亲自向每位受影响的旅客道歉，并自掏腰包为他们办理了退款。值得庆幸的是，经过几次后续沟通，我们最终从 Inclusive Morocco 收到了此次体验的退款。
我想公平地说明我们与 Inclusive Morocco 直接沟通后发现的其他问题。他们声称这些问题是由于其他方临时变更造成的，超出了他们的控制范围，但我们也坦诚地承认了此次体验中存在的问题。总的来说，Inclusive Morocco 提供了一次不错的旅行，但出现问题的环节相当严重，损害了我们的信任。他们不愿公平地解决这些问题，这令人非常失望。
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