Yacout Info: What made you choose Marrakech ?
Susie Scott: My husband David and I came out having done some research with Best of Morocco. We were put in touch with Matthew Boccara and we went to stay in the Amine hotel for a Jules Verne holiday. We were shown several locations for houses and riads but they were not the right size. We saw Villa El Arsa which Pascal and Arnaud were doing and really liked it but felt at that stage that we wanted something smaller so we started with Tah Tah. We had some problems in renovating it because the donkey and cart for the rubble couldn’t turn in the very narrow street so we had to back it out each time the cart was full!

Q: Had you been to Morocco before ?
A: Yes we both separately visited Marrakech in the 1970’s and found it very intriguing. We were looking for a different life and this brought us to Marrakech.

Q: How many rooms has Villa El Arsa and Tah Tah?
A: Villa El Arsa has four bedrooms built round the gallery area. They all have slightly different bathrooms which have been beautifully finished, some are walk in showers and some have large baths. I think the restoration of El Arsa went very well, We had already acquired Tah Tah which is smaller with 5 rooms. We knew that Pascal and Arnaud wanted to sell El Arsa and as we liked it so much we took the plunge and bought it and then the real work started because this was now a business.

Q: How important are your Moroccan staff to the successful running of the business ?
A: I am very keen on engaging the staff in the everyday running of the operation because I think guests come here for an authentic Moroccan experience and although I do have a big part to play and am here everyday and can be reached on the phone. The staff are much better at advising clients where to go in the souk and which restaurant to eat in. They are far better at doing this.

Q: Are clients met at the airport?
A: Yes, the arrival is a very sensitive moment as first impressions are important and Marrakech on a first visit can be daunting. Our clients are met with a sign at the airport, the drivers ring us when the clients are on the way and we meet them at an arranged pick up place and guide them to where they are staying. A smooth welcome service is essential.


Q: Are you getting a number of clients returning to stay with you each year?
A: Yes we are getting a lot of repeat business with clients staying with us regularly year after year and we do get a significant number through recommendations. This makes up 50 per cent of our business which is great. It shows we must be doing something right!

Q: Are most of your clientele English ?
A: I would have said probably 60 % but we also have clients from Italy, Spain and Scandinavia and quite a few from the Netherlands.

Q: How do you source your clients? Do you use the internet?
A: I started with Naturally Morocco in the early days. I met the owner in Ludlow and she really started us off because we were the only people in Marrakech but now it’s a substantial market with many riads on her books so we don’t get quite so many from them now. We appear in a number of guide books and we use one or two other agents. Otherwise, people find us through the internet and the fact that we have been operating for 8 years means that we get good recommendations from clients.

Q: What is the secret of the success of Villa El Arsa and Tah Tah?
A: The most important experience in coming to Marrakech is the Medina and the life of the Medina. Both Villa El Arsa and Tah Tah are close to Place Jemma El Fna. People can be more private in Villa El Arsa and it is bigger with more seating and tables. Tah Tah is on different levels but is a different experience, it is more for younger people who do not necessarily want to stay in a riad. They like meeting each other and chatting over breakfast, it has a relaxed “chilled out” atmosphere. The staff are there to look after them. In my opinion clients like riads and guest houses because they are simple and friendly establishments that blend in with their surroundings rather than being five star establishments with all mod cons. British cllents in particular prefer a homely environment. We do have wifi but that is essential in today’s world. No one has ever asked for television, though we do have one. Tah Tah even has a satellite dish which is never used! Clients come to get away from everyday affairs.

Q: How is business at the moment ?
A: I think it is stronger than it has ever been and hopefully will continue like this. It is a very competitive business and a lot depends on the Moroccan staff making clients feel welcome and safe. It is a good business and the British presence is quite substantial.

Q: How important is it to get to know the people in the surrounding area?
A: Yes I do, I have been here for 8 years! They are very kind and if clients are lost they give them directions . We buy the local fruit and vegetables and corner shops for everyday groceries.

Q: Are there any things in the tourism set up in Morocco which you think could be improved?
A: I think the flights from the UK to Marrakech could be improved. Who wants to leave London or the outskirts of London at 6 am? It means people have to arrive at 4 am at the airport and is not a good service. Easy Jet has a slightly later flight but it means clients arrive exhausted. When we first started British Airways and Royal Air Maroc flew at reasonable times. British Airways is very sadly missed. Low cost airlines can be cheaper if booked well in advance but often they are the same price as the major airlines. I do not believe that the day of the full service airline is over, passengers should be able to travel in some comfort and style.

Q: Do you think Marrakech is as popular as ever with British clients?
A: Yes, the British love Marrakech and the different, exciting and exotic culture and the good weather are deservedly popular. You can also relax here and you do not have to plunge into the hectic life of the souks unless you want to.

Q: Do clients go for trips outside Marrakech?
A: 70% of the people staying with us book treks or tours outside Marrakech. Some book before they arrive and others whilst they are here and we help arrange this and there is an information booklet supplied for each room. We have an excellent tour guide who collects clients for tours outside Marrakech. Marrakech is a base for desert treks or a trek in the Atlas Mountains with a night in a Berber house so that they really get a feeling for the area and the people.

Q: Do you find the Medina and souks are more relaxed with less hassling than in the early 70’s?
A: I think it is different. There is a little hassling it did stop for sometime but it has now started
again but it is limited.

Q: What is the average stay for clients?
A: The average stay is 4 to 6 nights. We don’t take clients from agencies for less than two days because we have such a high turnover of people. I don’t think people can really appreciate the experience for less than four nights. The internet has really revolutionised the process of booking and the amount of information available for clients. We can take credit cards on line which also simplifies the process. We do ask for a deposit or payment in advance.

Q: Is Marrakech still a very special place for you?
A: Yes I love the people, on the whole and I do think that working with Moroccans and trying to understand them is the key to success. It is important to abide by all the regulations and to pay the taxes. One cannot deal with agencies unless you are a fully registered Maison d’Hote. I saw a figure of 500 Maison d’Hotes and riads in Marrakech but I don’t know if this is true. British riads are comparatively small in number.

One thing that worries me is that it is now very difficult to get good Moroccan food at a reasonable price, we provide dinners here for guests. Of course the drop in the value of sterling is largely responsible for this, its one of the penalties of being British! The exchange rate is a concern. However, we are doing better now than we have before even in the very good times and to be able to sit outside on a November evening in the Medina is a very special experience. Few destinations have the cultural life of Marrakech and with all the art exhibitions and events clients love the liveliness and vitality here. I think there does need to be more information available on what is going on in Marrakech.