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“Terrible experience”

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Sofitel Marrakech Lounge and Spa
Ranked #109 of 501 Hotels in Marrakech
Certificate of Excellence
Reviewed 23 September 2013

Stayed at this beautiful property but management sucks.
Got to the hotel on our honeymoon and everything went sour.
We were told that our room was still occupied and that the people are staying 2 more nights longer. They gave us a different room 6 hours later.
Talked to Mr Amine ( I guess the assistant Manager) and told us that he is sorry for any inconvenience and he sent us 2 free Drinks ( didn't t get our point at all).
It s a shame that in Morocco there is no customer service at all.

  • Stayed: October 2012, travelled as a couple
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Thank M T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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521 - 527 of 2,869 reviews

Reviewed 20 September 2013

Hotel has a "wow" factor as a first impression....but after just a couple a hours you can notice sub standard service in ALL respects. After 2 days I am ready to leave and never come back. Nothing positive to say regarding this hotel, except maybe that they try hard. Comunicating with the reception will require patience, 20 tries over the phone which no one answers and finally a personal trip there! Otherwise forget it! Other examples of the poor service include no towels in the room after "cleaning service", no cups for tea or coffee in the room, no pillows for the extra bed (which took ages to be delivered to the room)....and so one. Bottom line, avoid this hotel!

Stayed: September 2013, travelled with family
Thank Evelyn A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 September 2013

We only stayed 2 nights in the Sofitel Marrakech and it was not enough time. The hotel was great & our guide explained the Moroccans don't rush so a 15 minute check-in, drinks service etc are not unusual! So it's a case of sitting back & waiting. Your bags are taken from you as you walk in & delivered to your room ( there's no option on this so have your tip ready). The rooms are great - with nice balconies, nice bathrooms, mini bar, free water & coffee machine. Wifi is available throughout the hotel. The food in this hotel was good - nice pool food & also the fare by night was excellent. You could happily sit & relax by the pool and then wonder the medina during the day or night. As with most places be careful of the taxi drivers outside. 20 dirham will get you a good few miles - we had a taxi driver as for 150 for what should have been 20!

  • Stayed: September 2013, travelled as a couple
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Thank mullenbeg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 17 September 2013

A 5* luxury hotel, located centrally for convenience. The rooms are modern with all amenities and full room service; allowing you to relax and enjoy the experience.

There are several pools with bar service and on site restaurants and bars.

Highly recommended!

  • Stayed: September 2013
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Thank Sophie R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 September 2013

I stayed here with my sister in June 2013 after a disastrous stay at Sofitel in Agadir. Pleased to say that this Sofitel was much better than the one in Agadir.

The staff were very friendly and helpful. The pool area isn't that big but we managed to get sun loungers or cabannas to sit in for the day. There was free wifi throughout the hotel which was great.

We went to So Bar which was good fun. Lots of good cocktails and a good atmosphere too.

The location is good and you can walk to most places or get a taxi which is very cheap in Marrakech.

  • Stayed: June 2013, travelled with family
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1  Thank GR27
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 September 2013

By contrast to the Maison Arabe (see separate review) the Sofitel is everything I dislike in hotels. Stayed just one night in transit and that was enough. The large public areas are quite pleasant with well-chosen soft furnishings but like everything else it was superficial. Check-in took 30 minutes with a less than happy receptionist. The bags took a further 1 hour to arrive at the room. Calls to reception and and the porter's desk went unanswered (four calls in all).

The hotel was full of footballers (or that what's is said on their shirts - although not all of them could have been Rooney or Messi) and their WAGS. The price of food and drinks outrageous.

On the plus side the room was functional, clean and the beds very comfortable; the buffet breakfast extensive, so I was going to be generous and award an average score if it wasn't for the snack meal we had by the pool. Chicken kebabs were undercooked. When pointed out they were taken away for 10 minutes and returned in the same state - but now with the accompanying chips cold! A hotel that cares so little for potential health issues and disregard for customer service is one to avoid.

The tone for the Sofitel was set by the red Ferrari and yellow McClaren sports cars parked ostentatiously outside the main entrance. Bling but no substance.

In retrospect, hotels like this do actually serve a purpose - as long as their multiple rooms are fully occupied there's a chance that really good hotels have some space for me!

  • Stayed: September 2013, travelled as a couple
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1  Thank travelinhope
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 9 September 2013

The Sofitel Marrakech is in a great location, just outside of the old Medina (10-15 min walk into the market and souks) The Hotel itself is beautiful, and is pretty clean and well kept with really nice room and a great swimming pool.
The food and drinks inside of the hotel and at the pool bar are so expensive that it basically means you cannot enjoy a day of sitting around the pool with a few drinks. A small bottle of Heineken was £5, a cocktail was about £12, single JD, Baileys etc was £10 and a can of coke was £4! these prices are far too high - the hotel isn't nice enough to charge those kind of prices!
The staff were all friendly and polite, but completely useless! I found you had to ask on average 2 members of staff each time you wanted something as the first one would inevitably forget, or take an age to come back to you.
Staff never acknowledge the customers, this may be a cultural thing, but just comes across as very rude. They will chat amongst themselves, or just walk off, even with customers clearly waiting and wanting to talk to them. If you say "excuse me" then they will be courteous and friendly, but they should acknowledge the customers - and don't!
The buffet Breakfast is the best I've had at any hotel!
Reduce the bar/resturant prices a bit so they're realistic, train the stuff in some customer service, and this place would be amazing!

  • Stayed: September 2013, travelled as a couple
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1  Thank steve s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Sofitel Marrakech Lounge and Spa

Address: Rue Harroun Errachid | Quartier de l'hivernage, Marrakech 40000, Morocco
Region: Morocco > Marrakech-Tensift-El Haouz Region > Marrakech
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#17 Business Hotel in Marrakech
#63 Spa Hotel in Marrakech
#81 Luxury Hotel in Marrakech
#151 Family Hotel in Marrakech
#170 Romantic Hotel in Marrakech
Price Range: £126 - £255 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Sofitel Marrakech Lounge and Spa 5*
Number of rooms: 139
Official Description (provided by the hotel):
Surrounded by a splendid garden and fountains, Sofitel Marrakech is a premier Marrakech Morocco hotel. Its 346 Marrakech hotel rooms offer terraces or balconies with views of the mountains, swimming pool, or gardens. Guests at this luxury hotel in Marrakech, Morocco, will enjoy restaurants serving local and international cuisine, 3 bars, a nearby nightclub, a poolside snack bar, 3 bars, an indoor swimming pool, a fitness centre with a Jacuzzi, and a Turkish steam bath and gym. ... more   less 
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Also Known As:
Sofitel Marrakech Lounge Hotel Marrakech
Marrakech Sofitel

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