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“Grey, Empty and Disappointing” 1 of 5 stars
Review of Crystal Hotel

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Crystal Hotel
5.0 of 5 Hotel   |   Le Pacha Marrakech, Boulevard Mohammed VI , Zone Hotelliere de l'Aguedal, Marrakech 40 000, Morocco   |  
Hotel amenities
Ranked #324 of 465 Hotels in Marrakech
London, United Kingdom
Senior Reviewer
6 reviews 6 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
10 helpful votes 10 helpful votes
“Grey, Empty and Disappointing”
1 of 5 stars Reviewed September 5, 2011

If you get here by taxi, you're doing well. Hotel Crystal isn't commonly known in Marrakech -even to locals- perhaps this is because there is no sign for it, even on the side of the hotel. After a couple of blank faces from taxi drivers we tried 'Hotel Pacha' (Note that this is in fact another hotel on the other side of Marrakech. We discovered this after being dumped outside of it.) After arguing that there WAS a hotel associated and on the Pacha complex he dropped us at the door of the nightclub.

First Impressions- let me set the scene. A long very westernised road lined with hotels- the medina and infamous tower in the distance. In between each hotel is wasteland and a dumping ground for these new builds. A large terracotta building with the odd tiny window- and a huge 'PACHA' sign above an open double doorway. Either side you've got your black suited bouncers even at 1pm. I asked where the hotel was- he pointed us on down the road in the direction of the next hotel But after some Arabic babelling amongst one and other we were ushered inside the lobby. A large reception desk- unmanned, and a sparse yet beautifully modern interior. A few moments of awkwardly waiting prompted the bouncer to point us to the lift and he sent us to the first floor. His english? Non-existent.

The first floor, again- beautiful and modern. If you've stayed at one of Standard hotels- the interior isnt dissimilar- with projectors etc, but on cold grey walls. Reception seemed to be up here despite what appeared to be reception downstairs. The Check in wasn't particularly problematic. Communication was minimal, no information was given about the hotel or area & in awkward silence the receptionist showed us up to our room. The hotel lift serves 3 floors- You could probably walk to the medina in the time it takes to come to the required floor.
The room and the hallways are large and very American. Think Vegas. There are great amenities from internet access on the flat-screen T.V's through to Grey Goose in the fridge. The initial concept and design of this hotel is flawless. If modern luxury is your thing this is the right place and Pacha do it well. They just dont do it well in Morocco.

The attention to detail is diabolical. Cracks down the walls, polystyrene to fill the gaps in the floor, dried cement-drips from the ceiling in the bathroom. Stained sofas and cushions- a cracked glass front to the mini-bar. Non functioning T.V internet. Broken wireless. An airport transfer which we were told was unable to take us because it was busy- yet we were one of two rooms and an in-room phone which doesn't permit international calls.

This hotel and the Pacha complex has unquestionable potential. It's beautiful and has been designed to an incredible standard. The attention to detail, upkeep, management and marketing of the hotel let it down to the point that it is a complete shambles and shouldn't be associated with the Pacha brand.

The complimentary breakfast only covers continental breakfast. The waiter doesn't inform you of this when he recommends the traditional Moroccan breakfast- which doesn't even come in its full described entirety. When we questioned the excess £34 on our bill for two breakfasts and explained the situation- the hotel manager wasn't willing to accommodate, rectify or appologise for the situation.

I could continue with further things which truly disappointed me, but I hope this paints a suitable picture. I can only further resonate points made by people below. The young un-uniformed staff are still there and their English or service hasn't improved.

SAVE yourself some money- stay in town and experience the culture of Morocco- opposed to ten minutes outside in a substandard Westernised hotel.

  • Stayed September 2011, traveled as a couple
    • 1 of 5 stars Value
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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30 reviews from our community

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Spanish first
  • Any
English first
chicago
1 review
3 of 5 stars Reviewed February 14, 2011

i liked the hotel , the service and the good amabiance at the restaurants especially at THE CRYSTAL !!! that was for a week end only , c'ause i've had a very short stay :( for sure i'll come back with friends !!!!

Stefy.

  • Stayed December 2010, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
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London, United Kingdom
1 review
5 of 5 stars Reviewed February 10, 2011

really enjoyed this place, great rooms , great restaurant and club on the complex.
partied all night , and then breakfast on the terrace, view of palm trees and snow capped mountains, really wild. Would recommend it to anyone....later

  • Stayed January 2011, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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London, United Kingdom
1 review
5 of 5 stars Reviewed October 2, 2010

This hotel has only eleven suites and is part of the Pacha night club complex. Everything about this hotel was fantastic, from the suites, free films, the pool, excellent service and a complimentary valet service to take you wherever you need to be. (The center of Marrakech is only a ten minute drive.)
The only negatives were the two restaurants which were part of the the same group. At the Crystal restaurant we were kept waiting for forty minutes after our reservation time, without apology. Although once inside we found the atmosphere,decoration and service to be fabulous, we found the food to be average and not what you would expect from a restaurant associated with the Pacha brand.
The second associated restaurant was the Janna, again the ambiance was first class and the food is of a much better standard but found the service dreadful and felt neglected throughout the entire meal. This never happened anywhere else on the rest of our stay and i have to say was the only place where excellent service was an issue.
There is some noise from the Rose bar which runs parallel to some of the suites which if you are a light sleeper would keep you awake until about 3am, saying that, the fact it is a Pacha hotel we thought some noise only to be expected.
On the whole i would really rate this as a great place to stay if you want a relaxed break out of the center of Marrakech. four days would be perfect to unwind although we didn't want to leave after seven.

  • Stayed September 2010, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Los Angeles
Contributor
12 reviews 12 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
8 helpful votes 8 helpful votes
3 of 5 stars Reviewed August 16, 2010

Though, this hotel makes an excellent first impression, (it is sexy, modern and chic), staying here is an exercise in exasperation.

The service is worse than any high-end hotel we’ve ever encountered and an inordinate number of things don’t work properly. Management is responsible for virtually all of the problems. I discussed the following problems with both the Manager and the Director of Operations. Both of them said they were aware of all the problems I have listed below, but they offered little more than silence as solutions. The Manager said this was the first hotel he had ever managed.

A List of Some Problems:
1) Noise. Though the staff will tell you that you won’t hear Pascha, they fail to mention that the lounge, Rose Bar, is only a few meters away with a DJ volume that rivals Pascha. I don’t know if you can hear Pascha, but you most certainly will hear Rose Bar.
2) Poor service. We asked for help getting a dinner reservation at a fine Moroccan restaurant. The process took 1 ½ hours (they sent us to the La Mamounia Hotel). This may be hard to comprehend until you realize there is no concierge and that the only person who can help is the desk receptionist (I asked to speak to the Director of Operations who said he had no suggestions for a Moroccan restaurant, since he had only been there three weeks). We felt as if we were the first person to ask about dinner recommendations or reservations.
3) Staff inexperience. The staff is mostly under 21 and none appear to have had hotel experience. The impression is that they are trying to save money by hiring staff they can pay low wages to.
4) Trying to communicate in English is extremely difficult. My French is poor, but their English is equally poor. Communication was a chore. (The night desk person spoke English well). It is incomprehensible why you would staff a high end hotel with people who aren’t comfortable speaking English.
5) Operation problems:
a) The pool’s heater had been broken for weeks when we were there and the manager had no idea when it would be fixed.
b) The internet only worked intermittently. The manager said that was a problem for the IT contractor.
c) Paying for the room with a credit card was an ordeal since their system didn’t work. I asked when someone had last paid with a credit card and was told three weeks before.

We suggest you stay at La Mamounia, a truly first rate hotel now that the renovation is complete. Focus on reader comments made AFTER the renovation completed in 11/09.

  • Stayed January 2009, traveled as a couple
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Crystal Hotel

Address: Le Pacha Marrakech, Boulevard Mohammed VI , Zone Hotelliere de l'Aguedal, Marrakech 40 000, Morocco
Location: Morocco > Marrakech-Tensift-El Haouz Region > Marrakech
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Airport Transportation
Hotel Style:
Ranked #324 of 465 Hotels in Marrakech
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Crystal Hotel 5*
Number of rooms: 11
Reservation Options:
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