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Sofitel Marrakech Lounge and Spa
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Reviews (3,028)
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Reviewed 2 September 2012

We had a great relaxing holiday at this hotel, very clean, friendly helpful staff. Location was great lots of great places around the hotel to eat, as eating in the hotel was very expensive and the choices not great. We did not book breakfast at the hotel there is a cafe 5 mins walk where we would have a lovely breakfast,lunch and dinner for alot less price and much better food than the hotel. However I would strongly suggust that you plan ahead and do research about what you want to do and see whilst there do not use the concierge!!!! they will try and sell you anything! with a lot higher prices. We talked to the local people and they would recommend wonderful places to go. The pool area was clean, yes I agree with some comments that the service was slow as there was not many staff serving around the pool area. We did not use the spa the prices are soooo expensive and the products and treatments are not all that! But we had a relaxing break just what we needed!!!

Room Tip: Get room over looking the gardens and pool much better views!
  • Stayed: August 2012, travelled as a couple
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Thank 577MiaT
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 29 August 2012

Location is the only thing good to say about this hotel. Everything else shows signs of very poor management; we were faced with inefficiency, incompetence and dishonesty everywhere: at check-in, restaurants, concierge, luggage check. Just few highlights of our stay. At check-in they could not accomodate us adequately or on time. Even when we paid a higher rate they put us in an awful location (we paid more for a better view and got a bunker view for our return stay). We spend 5 hours checking in and lost the whole day instead of finishing our errands on our return. Breakfast, which was a buffet, was covered in flies and cheeses were drying by the end of breakfast when we arrived. Bon appetit. Concierge was a peak of dishonesty, as they misinform you to say the least on any inquiry. Concierge offers you however a VIP car, VIP reservation, VIP service. What they forget to tell you is that you are treated for a fool. I would check all information at the internet center yourself. One outrageous example, yes there are trains and buses going around Morocco, it is sad to know that concierge was never informed. Another, it took them entire day to make a reservation for our dinner at a restaurant ("there are many restaurants at this hotel, it is fully booked, but we can get you a VIP reservation"). In the end, we called ourselves and made a reservation at the last moment, the only restaurant at this hotel was very empty and we had a very personal service just because we came.
There could be worse stays,but you pay for what you assume to be comfort and this is what you are not getting at this Sofitel. Try however Sofitel in Rabat, which is quite a contrast.

  • Stayed: July 2012, travelled as a couple
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3  Thank Travelista2006
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 24 August 2012

We stayed in this property from August 12 to the 16, 2012. We were to check out on the 18 but paid penalties to change our airfare in order to get out of there. Basically, the hotel is badly managed all around and it is reflected on every customer experience one gets. We were given a room where there is no hot water and the hotel staff knew about it but lied to tell us it is a problem in the whole hotel and they are working on it to be fixed momentarily. After two days of cold showers and bad food and beverage service delivery we complained to the general manager and we were upgraded to a suite and refunded one of the nights. We were happy that finally our miseries with this hotel will lessen. Well, not the case, the mattress on the king size bed in the important suite # 207 was high in the middle downward slopping on each side. One side had more of an angle than the other, which gave us back pains and we could not sleep properly. What is the first basic thing in a hotel ...the bed...well a five star Sofitel does not have the management strengths and the quality control of their "bed" element among other things. The other very annoying matter is that the staff is not well trained and the staffing is allocated all wrong, which has a repercussion on the quality of service delivery. For example one had one or two people to serve around the pool and 5 other just walking around asking guests if they are ok and if all is well but they do nothing else but PR. So even if you want to complain one does not know who are these people and what is their authority to resolve a matter. The empty plates, bottles and glasses around the pool would not get picked up causing an army of bees to attack the items and the guests. One would place an order to eat and gets it missing the basic salt and peper and other stuff that takes 15 minutes to come around. It was extremely aggravating. The day we were checking out, we went to the breakfast buffet that is supposed to open at 7 am and it was 2 minutes before 7 am, well the man would not open the restaurant because of the 2 minutes and when he did there was no staff to be found and the buffet was not in a state of readiness at all. We went to the Orangerie Restaurant in the hotel one evening. It was a nice set up but awful food and bad service. They had a singer and dancers but the music system was not working well and was squeaking, meanwhile employees including the general manager of the hotel are spending their time to ask you "how you are doing" (one gets 10 of those in one sitting) instead of actually managing, putting the right resources in the right place and getting it right according to Sofitel's international standards. The hotel had lousy Morrocan food, both at the Buffet and the Orangerie, which is supposed to be their signature restaurant. The funny thing is that we ordered a chicken Taginne (a typical Morrocan dish) from room service and it was 10 times better than the one we had in the hotel's up-scale Orangerie restaurant!!! About he Spa, I asked how much it would cost for a manicure and pedicure, they said it is by the hour? so I was startled as normally any where in the world there is a fixed price, so I got turned off. I can go on but I guess you get the picture!!! ugly indeed.

  • Stayed: August 2012, travelled as a couple
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3  Thank Nermine E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HamidSidine, General Manager at Sofitel Marrakech Lounge and Spa, responded to this reviewResponded 7 September 2012

Dear Guest,

Thank you for your feedback and taking time to post your comments.

We reviewed your comments regarding your stay with us at Sofitel Marrakech Lounge and Spa. We do take all comments seriously and really appreciate in details all the feedback we can get. We really apologise for the misunderstanding with problems you had encountered.
Your comment is very important to us and we will make sure to share it with our teams.

Again, thank you for the comments which will help us in our ongoing efforts to improve our service.

Sincerely

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 August 2012

I've stayed 4 nights in 2012 at sofitel Marrakech, 2 nights in "palais royal" and 2 nights in "lounge & Spa".

Sofitel standards mixed with moroccan design, pretty nice.

50DRH for entering the spa. Which is very relaxing don't miss having a tea in there.

Breakfast is gigantic. Don't missed the opportunity to go on the terrace.

Only one bad point. Time to be served at the Lawrence restaurant....which was impressively long.

  • Stayed: May 2012, travelled with friends
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Thank Hugo W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 9 August 2012

We stayed there for seven nights and we had really a great time in this hotel.Decorated in a very beautiful design, service was excellent, reach and tasty breakfast. Swimming pool area a very quite and nice one. You may find in this hotel all what you have ever asked to find a real luxury hotel.

  • Stayed: July 2012, travelled with friends
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1  Thank AlbanaTirana_Albania
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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