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“THE WORST SERVICE EVER - DO NOT STAY HERE!” 1 of 5 stars
Review of Suite Novotel Marrakech

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Suite Novotel Marrakech
4.0 of 5 Hotel   |   Rue Haroun Errachid | Quartier de l'hivernage, Marrakech 40020, Morocco   |  
Hotel amenities
Ranked #290 of 461 hotels in Marrakech
London
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
“THE WORST SERVICE EVER - DO NOT STAY HERE!”
1 of 5 stars Reviewed May 31, 2013

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

Room Tip: Stay somewhere else not worth the stress
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  • Stayed May 2013, traveled with friends
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (57)
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English first
London, United Kingdom
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed May 21, 2013

Was a bit apprehensive before going due to having read reviews of lots of Marrakech hotels being lovely but staff being rude or ignorant and service poor, but I am happy to say staff at Suite novotel were great, very friendly, great service, patient and very helpful. buffet breakfast was good, nice eating round the pool in the morning, Gym was free but a bit sparse, 3 or 4 cardio machines, no good for a good hard gym session,so didnt use it much. Ineternet wifi great and tv ok. Overall good stay in clean good value hotel.

  • Stayed May 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service

Review collected in partnership with Accorhotels.com

Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Antwerp, Belgium
Contributor
13 reviews 13 reviews
10 hotel reviews
Reviews in 7 cities Reviews in 7 cities
5 helpful votes 5 helpful votes
2 of 5 stars Reviewed May 11, 2013

I had been to other Suite Novotels before.
My experience was good.
Here it's quite the contrary.
Let's state the pro's: Location, room sizes and prices
Negatives made me give this place a lousy quote as the personnel was clearly overwhelmed by the amount of customers or simply had no experience running a hotel.
No linen in the rooms , bad Wi-Fi, long waiting queus at the reception, questions were not answered , etc..

Room Tip: all rooms are the same Ask a front view; the back side view is on other buildings
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  • Stayed May 2013, traveled with friends
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Marrakech
1 review
1 of 5 stars Reviewed May 6, 2013

no food in the hotel
no change in the hotel
the cards to enter your room work didn't work
the cleaning was done very late in the afternoon
the elevators were used by the staff at the same time as the tourists!

  • Stayed April 2013, traveled solo
    • 1 of 5 stars Value
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service

Review collected in partnership with Easytobook.com

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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
Senior Contributor
40 reviews 40 reviews
7 hotel reviews
Reviews in 19 cities Reviews in 19 cities
20 helpful votes 20 helpful votes
5 of 5 stars Reviewed April 22, 2013

Booked online. Excellent designed, spacious,clean, well equipped room with fridge, overlooking the pool with a view of the Katoubia. Reception staff were always helpful and friendly, no problems with extra taxes. Only downside the wifi was a bit iffy in the room but was fine in the bar and reception area. The best thing about this hotel is it's location in a quiet area of Marrakech, yet within walking distance of all the main attractions. Great value for the price, will go again.

  • Stayed April 2013, traveled with friends
    • 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
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed April 16, 2013

Teh hotel is maybe one of the best hotel at this price for Marrakech (and trust me I go to Marrakech every year and have slep in many hotels..) It is 10 mn walk from Place Jemaa el Fna and 10 mn walk from El gueliz, so very well located. I have been to the hotel three times and it has always clean rooms, good service and the swimming pool is great! This hotel is suitable for everyone, specially familys! a tip: Wake up early to have a transat by the pool :)

Room Tip: Ask for a swimming pool view
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  • Stayed August 2012, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dudley, United Kingdom
Contributor
17 reviews 17 reviews
13 hotel reviews
Reviews in 11 cities Reviews in 11 cities
12 helpful votes 12 helpful votes
4 of 5 stars Reviewed April 5, 2013

Good value, booked on line, although reception tried to charge us a higher rate, until I showed my e-mail internet confirmation. Only 1 person at reception usually. Fantastic location, very close to Medina, yet feels away from all the hustle and bustle of the old town. Rooms good size, ours was very clean, excellent bathroom/shower. Fridge and microwave (as suite hotel) but no crockery or cutlery provided-we took some from breakfast. Great as you can eat/prepare snacks/light meals in your room. A small selection of ready meals available in lobby (we didnt use)
Breakfast very disappointing-not enough seats, only 1 person sorting it out, reasonable selection of breads/pastries, but only fruit was a bowl of oranges, and only juice was weak orange(tasted like squash) coffee ok from machine, when busy kept running out of crockery. Nice pool, could do with more sun bedsApart from breakfast generally happy with overall experience. Would probably stay here again if came back to Marrakech

Room Tip: Our room faced the street-plenty going on, but still very quiet at night, good double glazing.
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  • Stayed April 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 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 Suite Novotel Marrakech

Address: Rue Haroun Errachid | Quartier de l'hivernage, Marrakech 40020, Morocco
Location: Morocco > Marrakech-Tensift-El Haouz Region > Marrakech
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Suites Swimming Pool Wheelchair access
Hotel Style:
#113 Luxury Hotel in Marrakech
Price Range (Based on Average Rates): $
Hotel Class:4 star — Suite Novotel Marrakech 4*
Reservation Options:
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Also Known As:
Suite Novotel Marrakech Hotel Marrakech

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