When you book at a chain like Novotel, you really don’t have any apprehensions about the service. We were faced with quite a shock at our encounter with Novotel Marrakech. Disappointing is the word! We checked in around 2 PM after a pleasant stay at IBIS Casablanca, promoted by the same chain, ironically. I’ll first finish with all the good aspects of my stay and then move on to the incidents which were displeasing.
The rooms are spacious, the breakfast (which was included in our case, was fair and on time), the location is excellent. Walking distance to the main Koutoubia and a whole lot of restaurants and eateries. It’s a slightly posh location, so you far from the noise & hustle-bustle of a big city.
Now, for the list of disappointments. The room was nice and spacious but had certainly not been cleaned thoroughly. I found hair strands on the couch, on the bed, stuck on the hanger and in the shower area in the toilet. The bathroom and toilets had no hand towels or towels. We called up the housekeeping, they apologized and said, we’ll send some immediately. After about 10 mins, we made the call again and got the same reply. After another 20 mins, we made the call again, this time to the reception complaining about housekeeping and wanting to talk to the manager, they said they will send him up to our room immediately with towels. Still no sign. We made another call to the reception after about 20 more mins and got the reply that he is on his way. Still no sign of towels or the manager. This time, I personally went down to the reception and was told the manager is not in office and will be available only after 5.30 PM. Disappointed, I went back to my room. Another call for towels and the reply I got was the funniest ever, the reception told me that the hotel is out of towels. I didn’t know how to react to it and kept wondering if the reception actually wanted me to believe it. A hotel of this stature with a capacity of 100 plus rooms, including a pool is out of towels. As soon as I hung up the phone, towels came up at my door step. I am still confused about what actually happened and what am I supposed to believe.
Next on, we were there for 4 nights in a promotional package which gave us 4 nights at the cost of 3. Before going to the hotel, I had checked the hotel website which said the guests with this package were eligible for a car from the hotel for 4 hours each. When we went to the hotel to inquire about the availability the reception told us it was totally for 4 hours spread over 4 days and not like the website said. To which, we showed them the website and the reply was, please don’t go by what the website says.
One day we decided to explore what was there at the bar, if you happen to walk into the bar at the hotel, it may so happen that you may not find anybody behind the tables at all for a long time. So we waited 20 mins, before somebody arrived to serve us beer! Cheers ;)
So here, the issues with all the incidents were lack of professionalism and zeal to help out the guests. The staff was there for the sake of it. I have been fortunate to travel a lot to Europe, Asia, Oceania and Gulf – never have I encountered such gross lack of attentiveness and clarity.
To top it, my entire trip to Morocco was in any of the hotel chains by ACCOR Group – surprisingly, all other hotels were at par with my expectations of service. I was also pleasantly happy with the service at Sofitel.
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- Also Known As:
- Suite Novotel Marrakech Hotel Marrakech