Unfortunately on arrival at the hotel the member of staff on the desk when we arrived advised that we had not paid for our room - we had a confirmation from the hotel saying we had paid for both the room and the local taxes prior to arrival which I showed him, he dismissed this and said we still owed the money, he agreed to check 'the system' and come back to us.
In the meantime I checked my card which had been charged fully.
On the day we checked out we presumed this had been checked and that our check out would be no problem, the same member of staff advised that we still owed money for the room and local taxes, after much debate I asked to see the Manager to which he said I could not.
In the end he said okay you can just pay the tax, I explained around 3 times that it was already clearly stated on my confirmation that we had paid this in full.
The member of staff was extremely rude and refused to even speak to me directly or let me see the Manager - even though we had an email confirmation from Novotel saying there was zero to pay and that we had paid the room charge and the local tax we still had to pay again.
This is disgraceful and not what I would expect from a chain hotel, I have never been spoken to and lied to by any reception staff and it ruined a very nice holiday. Not only that but we left feeling conned and out of pocket - having to pay for a hotel twice is totally unacceptable!
I would never recommend this hotel or Novotel to anyone after this incident.
On top of this we had to ask reception every time we wanted to access our room as the key cards never work and had to be re-programmed every time we wanted to go in our room which was really inconvenient, some times it took 2 or 3 attempts at going up and down in the lift and back to reception just to get them to work.
A really disappointing stay, never ever again.
Feel totally conned and stolen from, if it had been England I would of reported this to the police
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- Also Known As:
- Suite Novotel Marrakech Hotel Marrakech