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Discover the secrets of a luxury vacation in Marrakech through the eyes of Bettina, our dedicated concierge. From the gates of the desert to hidden gardens next to your villa in the Medina, she shares her expert knowledge, anecdotes, and the magic behind a truly unforgettable stay. A unique insight into our concierge service and the advantages of private luxury, for an incredible holiday experience.
Funnily enough, I knew from when I was a child that I would end up living here, after I read the book The Voices of Marrakech by Elias Canetti. I came to the country for the first time when I was about 30 years old and fell in love with the city… but most of all with the people. Their kindness, hospitality and serenity were – for me, as someone who has travelled a lot – truly unique. And the weather of course! There’s almost always a clear blue sky above this oasis of peace.
Beyond the usual historical sites like Bahia Palace, the Saadian Tombs, Jemaa el-Fnaa Square or Majorelle Gardens and the Yves Saint Laurent Museum, I would say there is still a lot to discover. The entire old town is now a UNESCO World Heritage site and there are numerous little courtyards and gardens springing up. It’s a wonderful city to just wander around in and discover at your own leisure.
Also, it’s important to leave the centre and experience Marrakech’s unique surroundings and natural beauty. We have everything here: rocky desert, lakes, meadows, mountains and hills. You could live out any fantasy here… the landscape is a haunting whirlwind of colours.
The diversity of the lifestyle, a great variety of activities and culture to suit every taste. There’s every type of outdoor pursuit, from hiking and horse riding to golf. And great facilities and service in every aspect – villas, guides, food... It truly is a sumptuous setting.
Above all, diplomacy, friendliness, honesty, and speed in answering. Being available on the phone or WhatsApp. Secondly, being a destination expert, having historical, political and local expert knowledge you can draw on to provide reliable advice to the clients. And, very importantly, having a close circle of partners you can rely on and trust. At Villanovo, we rely on strict quality criteria for every provider we work with.
I have one motivation: I love it when our guests go home with the feeling of having had a wonderful holiday and a magical vacation in Marrakech.
We are so lucky in our work – we get to take care of people while they’re on holiday, having the best time, and we are part of this incredible holiday experience… what could be better?
One example: we had a young family in Marrakech just a few weeks ago. Their 13-year-old son was a real computer gamer and IT freak, never wanted to leave the house. The parents took their 4 children into the city, with a guide I’ve worked with for many years. At the same time, the King was in town. The guide regaled the kids with fascinating stories about Marrakech and took them to the palace, where the King was staying, and showed them the different uniforms and outfits.
The parents called me in the evening to say that, suddenly, the little boy was fascinated by history and by how different life is here in Marrakech. That evening, for the first time, instead of taking his tablet out to play games on, he used it to learn more about the King of Morocco and the country. That is what this place and its people can do – and it creates an unforgettable stay.
Being there when they need you, providing accurate information, taking a little time to get to know the clients and their needs in order to provide the best service for them. For returning clients, I check the file and make sure I’m up to speed with everything: which wine or food they like, or perhaps if they loved their previous driver and would like the same one again. From my experience, those are the little details that our guests really value – and what defines the advantages of private luxury and a high-end concierge service.
One of the biggest challenges is to keep the relationship with our clients on a friendly and warm basis without getting too involved and, of course, to listen more than talk. But most of all, to be there for them 24/7, so that when they leave, they know they have had the very best support from our concierge service.
Only if it was against the law of the country.
In the morning I will answer the emails which came in the night before.
Then I’ll go to see the clients who arrived the day before, depending on their time of arrival and what time best suits them.
Once with the client, I answer all their questions and help them to organise their stay. Some clients have everything all planned out, others prefer to organise their holiday on the spot, depending on the weather. I also normally connect with the guests via WhatsApp, so they can get in touch with me as quick as possible, if necessary.
After the visits I head back to the computer and organise a programme for them according to their wishes, and then I answer a few more mails.
Sometimes the guests contact us late in the evening when they need something - but that’s why we are here!
As a concierge you sometimes feel like the three monkeys – see no evil – hear no evil – speak no evil…
The guest can sometimes confide in you about difficult or delicate situations – but it’s important to stay calm and professional. Discretion is paramount – even my husband doesn’t know what a client tells me in confidence.
About 90% of the time it is very easy. As I said, the client is on holiday. So, in general, they are happy, relaxed and having a good time.
It starts at the airport: tell them that there can be a delay at customs, so they are prepared. Their pick-up must be on time, and it’s best to agree on a specific meeting point.
Once settled in the villa with a pool– where the water is warm, the food is good and the sun is out – the holiday is already perfect.
It also helps that all the staff in our large selection of villas and riads are so friendly and helpful. Clients feel at home straight away. But of course, some expect more than others.
The good thing is, we have a thorough exchange of mails and calls before the guests arrive. We can get a good idea of each individual’s lifestyle and preferences. Then we pass this information to the villa staff, so they are prepared to deliver an incredible holiday experience.
In short: there is no such thing. What the client wants the client gets. From belly dancers to helicopters, from special food to personal trainers, yoga teachers or massages, etc.
I have only been really taken aback once, when a photographer of a fashion shoot asked me for trained scorpions and snakes. It was not the fact that he wanted the animals and reptiles - that’s not a problem! - the difficulty was that he wanted them trained! But, in the end, the model decided that she didn’t want to have creatures crawling all over her, so we got a bodypainting show instead. Problem solved!
In Marrakech, Villanovo offers a carefully curated selection of villas in the city’s most sought-after areas: the Medina, Amelkis, in the Palmeraie and nearby, and Royal Palm. These properties are ideal for families and come with high-end amenities such as a private pool, on-site staff, in-house cook in your villa, hammam, tennis court, and, in some cases, direct access to a golf course. Each villa combines privacy, comfort, and a prime location, allowing you to experience Marrakech at your own pace.
Our local concierge team supports you before and throughout your stay to ensure your holidays are flawless. They are specialists of the villa rental and they will help you today as everyday from arranging meals with a private cook to organising in-villa treatments, private transfers, Atlas excursions or desert outings. Everything is tailored to your preferences to make your stay an exceptional experience. We also share our trusted recommendations so you can explore Marrakech beyond the usual paths, with complete peace of mind.
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