Needing to escape the hustle & bustle of Marrakech, we normally go to the Sofitel in essaoura, which we love.
My first experience with this Sofitel done by the same architect, was already not a very pleasant one; around 3 weeks ago I was meeting there for a business lunch; after waiting for about 20 minutes at a dirty table, and asked several waiters for a menu and taking our drink order, it took another 20 minutes until a bottle of water appeared and 2 different glasses. We finally gave up on trying to get a food order across and left. (After waiting for another 15 minutes for the bill) The good thing was, all guests 'bonded' because of the similar experience.
As these things happen, we decided to give it another try and go there for the weekend.
We arrived around 3 o'clock on a Saturday afternoon and after notifying the reception and giving them our passports, were kindly asked to take a seat. 20 minutes later without seeing anyone, my partner went to the reception and asked what was going on. One of the approximate 6 receptionists assured us, they were with us shortly, as 'they were looking for our booking'
After another 10 minutes I went up and asked again. They were still not able to find the booking and if I could email them the confirmation of booking.com (??)and they would sort things out.
We decided to go and have lunch; a déjà vu: 15 minutes again without seeing a waiter, I went inside to pick up a menu. Again no waiter in sight to take our order so asked a pool boy, after finally our order was taken.
A friendly lady of the reception arrived, to ask what kind of room we had booked, which rate etc etc. showed her again my booking.com confirmation and of she went, 'taking care of things'
Let's not go into the quality of the food, what is there to mess up about a Caesar salad, well they can.
After needing to walk in again to ask for a second round of drinks, we gave up and decided after being there for 1 1/2 hours, we would not let it ruin our weekend. Collected our stuff and left.
Beautiful surroundings & design but service.... Plenty of staff but no structure nor content. Such a shame
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 13, 2013
Thank you for posting your review here and giving us your thoughts and feedback on the service and facilities at the hotel.
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We are truly concerned by your comments with regards to your experience both at check in and in the restaurants, and apologise for not having met your expectations on this occasion.
Being new to the property myself, I hope that you will consider giving us the opportunity to prove ourselves as better hosts in the near future.
Thank you once agian for your feedback,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.