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“Marrakech disappointment” 2 of 5 stars
Review of Sofitel Marrakech Palais Imperial

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Sofitel Marrakech Palais Imperial
5.0 of 5 Hotel   |   Rue Harroun Errachid | Hivernage, Marrakech 40000, Morocco   |  
Hotel amenities
Ranked #225 of 465 Hotels in Marrakech
London, United Kingdom
1 review
1 helpful vote 1 helpful vote
“Marrakech disappointment”
2 of 5 stars Reviewed April 28, 2013

The Hotel is a lovely building but it has problems . Our room faced the city and we were woken every night with terrible street noise and also at 4 am a blast of wailing from the Mosque. On the first day we were given a small free juice by the pool. Many of the small glasses were still by the pool and on the edge of the flowerbeds when we left . The pool area was not regularly cleaned. Also the 2 steps into the pool were broken and very dangerous. The restaurant food and service was average and we expected better. On the third day I had to ask 3 times for our room to be made up , it was finally done at 4 in the afternoon!. We had an early flight on our last day so I paid the bill the night before . Then as we left the hotel at 6am I was accosted by the front door porter who demanded my room number . I asked why and he said he needed to check we had paid . I refused to give him my number and explained to him that what he was suggesting was not a good thing. I told him I had paid my bill . I virtually had to push him out of the way to leave the building . He then rushed to the front desk and the duty manager came out , recognised me and did not pursue the matter !!! I do not expect this treatment in a luxury hotel. A very unpleasant end to not a particularly pleasant stay.

  • Stayed April 2013, traveled with family
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 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.
AhmedBenkirane, hotel manager at Sofitel Marrakech Palais Imperial, responded to this review, May 3, 2013
Dear Guest,

Thank you for your feedback and taking time to post your comments.
We reviewed your comments regarding your stay with us at Sofitel Marrakech Palais Impérial . We do take all comments seriously and appreciate all the feedback we can get. We apologise for the, misunderstanding.
Again, thank you for the comments which will help us in our ongoing efforts to improve our service.

Sincerely.

M.Ahmed BENKIRANE
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,069 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (84)
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2 reviews
Reviews in 2 cities Reviews in 2 cities
3 of 5 stars Reviewed April 21, 2013 via mobile

I recently stayed at the Sofitel in Marrakech to escape the long winter in London having previously stayed at the property for a conference. Overall the stay was enjoyable and relaxing however the service levels are a bit schizophrenic with staff often more concerned about earning a tip than providing excellent customer service. The one exception to this was the staff at breakfast mainly a young lady by the name of Fatima who took the time to get to know us remembering our likes and dislikes from days previous and always providing excellent service with a smile.

  • Stayed April 2013
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AhmedBenkirane, Directeur d'hôtel at Sofitel Marrakech Palais Imperial, responded to this review, April 24, 2013
Dear guest,

Thank you for choosing Sofitel Marrakech Palais Impérial on your visit to Marrakech. We are happy to know that you enjoyed your time during your stay. We also thank you for the positive review of our hotel. We share all the feedback with the management and staff and such feedbacks help in staff motivation and recognition.
We hope to see you again on your next visit to Marrakech.

Sincerely,

M.Ahmed BENKIRANE
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Ottawa, Canada
Top Contributor
73 reviews 73 reviews
73 hotel reviews
Reviews in 65 cities Reviews in 65 cities
42 helpful votes 42 helpful votes
3 of 5 stars Reviewed April 15, 2013

Positives: Location is good, just outside city walls and room had balcony overlooking main mosque. Rooms are spacious and have Moroccan touches. Appreciated welcoming Moroccan pastries and strawberries provided. Service was friendly. Breakfast is good with Moroccan and european food. Pools are nice with attentive towel service.

Negatives: Street outside hotel is NOISY with conversations and cars on Saturday night (no such problem on Sunday and Monday night). The noise continued until 6 AM and made it impossible to sleep. The room windows badly need double if not triple glazing. As well it was a loonnng walk from lobby to my room. And I didn't like that the toilet was in one room and the sink in a separate room around the corner - this seems a French or Accor thing, a Novatel room in Paris had the unergonomic design.

  • Stayed March 2013, traveled solo
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AhmedBenkirane, Hotel Manager at Sofitel Marrakech Palais Imperial, responded to this review, April 24, 2013
Dear Guest,

Thank you for your feedback and taking time to post your comments. We are pleased to hear that you enjoyed Rooms and Moroccan touches.
We reviewed your comments regarding your stay with us at Sofitel Marrakech Palais Impérial. We do take all comments seriously and appreciate all the feedback we can get. We apologise for the noise.
Again, thank you for the comments which will help us in our ongoing efforts to improve our service.
Sincerely.

M.Ahmed BENKIRANE
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Oslo, Norway
Senior Reviewer
10 reviews 10 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
4 helpful votes 4 helpful votes
2 of 5 stars Reviewed April 14, 2013

The hotel is OK - no more no less - given a 5* rating. Service were in general slow and poor. Slow check-in: The receptionist asked for our passports, left us for 10-15 minutes (no welcome-drink provided), came back then asked us to fill in forms (including name, passport number etc - nothing filled in beforehand). Then gave us the key and left - without telling us where or how to get to our room!
Cleaning of room were variable throughout the stay. First day we left at 9am only to return at 5pm to an uncleaned room. Housekeeping then came at 5.30 as we were showering and getting ready to go out for dinner. They asked 3 times the next 30minutes ,only to the same message from me: Come back after 6.30. I assume the cleaning lady did not understand english, so I called housekeeping and asked them to come back after 6.30. Provided drinking water were not resupplied this first day. Minibar not refilled. Shampoo was not resupplied. No price list of minibar. Later 3 bottles of water were suppled, only to no supply again. The room was OK, stained furniture in the room (bed linen were clean).
Stained chairs in the L'Orangerie restaurant.
Had breakfast at the hotel breakfast restaurant one of the mornings ($25/person) - were seated by the head waiter who then quickly left. We were seated at a conference room of some sort next to the restaurant and with very bright lighting. No ambiance for breakfast for us. Table with stained tablecloth. No cutlery provided by the staff (had to pick it our self from a nearby table), no staff came to take order for coffee - had to look for staff and ask twice to get regular black coffee! And the breakfast buffet is cleared on-time: Make sure not to be late! Food was just okey - no value for money !
Then some pro: The staff are friendly and always greets you with a 'bonjour' or 'bonsoir' when you pass them. The concierge were helpful and friendly (though a mistake made us to arrive at a restaurant booked by the concierge 90minutes before it open - however, the concierge swiftly called a nearby restaurant as a replacement). Also pro: Nice garden and pool area.
All in all: Not the service you could expect, rooms so-so.

  • Stayed April 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 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.
AhmedBenkirane, Hotel Manager at Sofitel Marrakech Palais Imperial, responded to this review, April 24, 2013
Dear Guest,

Thank you for your feedback and taking time to post your comments.
We reviewed your comments regarding your stay with us at Sofitel Marrakech Palais Impérial. We do take all comments seriously and really appreciate in details all the feedback we can get. We really apologise for the misunderstanding with problems you had encountered.
Your comment is very important to us and we will make sure to share it with our teams.
Again, thank you for the comments which will help us in our ongoing efforts to improve our service.
Sincerely.

M.Ahmed BENKIRANE
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York City, New York
Senior Reviewer
7 reviews 7 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed April 10, 2013

our stay was very pleasant - right from check in the staff was excellent and courteous. we were traveling with family and had requested two connecting rooms - they were not available so they upgraded us to a suite. very well appointed - like a small apartment overlooking the pool. only drawback was that we lost one bathroom and the plumbing in this suite needs to be urgently updated as every time we showered the water came out of the tub and shower area into the foyer.
the lobby is very well laid out but very busy, staff very attentive and helpfull. breakfast average and very expensive but just outside the hotel an excellent place for a good, cheap and hearty breakfast. very kid friendly and the pool area highly recommended.

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

Review collected in partnership with Accorhotels.com

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AhmedBenkirane, Hotel Manager at Sofitel Marrakech Palais Imperial, responded to this review, April 15, 2013
Dear guest,

We are delighted to hear you had a wonderful stay with us at Sofitel Marrakech Palais Impérial. It was nice to hear that my staff exceeded your expectations. They work exceptionally hard to make sure that every gust feels special. Thank you so much for staying with us.
We hope to see you in near future.

Sincerely,

M.Ahmed BENKIRANE
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Pinecrest, Florida
Senior Contributor
23 reviews 23 reviews
5 hotel reviews
Reviews in 8 cities Reviews in 8 cities
9 helpful votes 9 helpful votes
4 of 5 stars Reviewed April 4, 2013

Perfect location! Our room (429) had a perfect view of the pool and the Atlas mountain.
The bed was very comfortable.
The heated pool was great considering the cool temperature we experienced during our stay in Marrakech.
Kudos to the staff - from the Reception to the Concierge recommending some good restaurants, the folks at the Restaurant (Jardin des Senteurs - Rachida, Sihom) and even the housekeeping lady. Everybody was so nice to us. They made us feel at home.

A few minor glitches:
The lighting of the room was really poor.
Internet access was terrible and sometimes it didn't work at all
A water leak at the wall of the WC - although we never reported it - was annoying
Expensive food & beverages e.g. A bottle of water at the restaurant at $12 was a total rip-off - same thing for a beer at $12. Breakfast at $30 is expensive if you only have an omelet, some juice and a cup of coffee. Sunday brunch at 500 DH (>$60)was ok for me for expensive for many.
I wish the hotel would have an Excursion desk. They concierge quoted 200 Euros for a day excursion to Essaouira for 2 while we did the same excursion for 50 Euros via Sahara Tours with a guide. A city tour at 700 DH (almost $90) was a scam since the objective of the guide was to take you to expensive places to buy carpets and other stuffs. He didn't even take us to the places we were supposed to visit.
Our Junior Suite was just a mere Superior room not a junior suite per se. That was a disappointment.

Room Tip: A suite with a pool/ Atlas view above the 1st floor is an excellent choice
See more room tips
  • Stayed March 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AhmedBenkirane, Hotel Manager at Sofitel Marrakech Palais Imperial, responded to this review, April 15, 2013
Dear guest,

Thank you for choosing Sofitel Marrakech Palais Impérial on your visit to Marrakech. We are happy to know that you enjoyed your time during your stay. We also thank you for the positive review of our hotel. We share all the feedback with the management and staff and such feedbacks help in staff motivation and recognition.

We hope to see you again on your next visit to Marrakech.

Sincerely,

M.Ahmed BENKIRANE
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Alexandria, Virginia
Top Contributor
67 reviews 67 reviews
54 hotel reviews
Reviews in 49 cities Reviews in 49 cities
78 helpful votes 78 helpful votes
5 of 5 stars Reviewed April 3, 2013

We stayed at the Sofitel at the beginning and the end of a bicycle trip around Morocco and had two very different experiences. While the Palais Imperials and Lounge & Spa share a facility and management by all appearances, our overall experience was far, far superior at the Imperial.

We found the reception cold and somewhat surly throughout our stay at the L&S. Check-in took an eternity (particularly painful for those arriving from overseas) and lacked warmth, which was pretty much true of every encounter we had or witnessed at the front desk. In fact, we had to make four calls -- finally seeking assistance from the Accord folks who had to patch us through -- just to get someone pick up the phone there to book transportation from the airport prior to our arrival. We had reserved a room with two beds for the kids and got a double, and they made no apparent effort to accomodate a request to change. We were sent off to find our rooms on are own upon arriving, and the service failed to improve after that.

We had just the opposite experience, however, at the Imperial, where the staff without exception welcoming, friendly and eager to make sure guests felt appreciated. We were escorted to our room by a guest service specialist, greeted by name every time we walked through the lobby and saw the same specialist who checked in with us a few times during our stay. Everything in the hotel smells fresh and floral - there are beautiful bouquets throughout and lovely furnishings.

The Spa is pretty and calm. Indoor dip pool there is for adults only and the small gym is just that - small and quite aromatic, not in a good way. Another area of the S&L has a foos-ball table and pool table, which is fun, but the noise from folks playing can be heard in the rooms above.

The pool area (shared by both hotels) is simply fabulous - vast and gorgeous with ample comfortable seating and pool beds (including the world's most comfortable hammocks), two bars, chair service (slow but friendly) and cute touches like a cotton candy/gelato stand and small swinging cribs for infants. The food was decent at the poolside restaurant and people watching marvelous. The entire area is covered with flowering vines and gorgeous landscaping, and feels very special.

Breakfast is great at the restaurant buffet, but the lunch less so. Service is very spotty. At no meal was the service particularly efficient or friendly, and pretty much the same can be said for the terrace off the main lobby where we were twice ignored entirely and once waited more than 20 minutes for a simple drink. We had one meal at the Orangerie which was good but for the sticker shock when it turned out that our two Kir Royales were charged at US$ each!

The rooms are lovely with comfortable beds, nice bathrooms, Hermes bath products and nice robes/towels. Our suite in the L&S was so poorly lit you couldn't see a book to read after the sun set, but the suites on the Imperial side are wonderful on every count. The views are fab of the Atlas mountains and pool area.

Westerners should not worry about what to pack for a stay here as it is anything goes at the pool, restaurants and lobby area. Most guests dressed quite fashionably and few felt to compelled toward the modesty in dress that would be more appropriate in a Riad within the medina or in areas frequented by locals.

There are several restaurants and clubs an easy stroll from the Sofitel if you aren't up for the chaos of the walled city and the souks, although that is a must-see at some point during your trip. It is more fun and less intimidating with a guide as it is truly chaotic and VERY easy to get lost. Taxi to the airport was a fixed rate of 150 dirhams.

  • Stayed March 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
AhmedBenkirane, Hotel Manager at Sofitel Marrakech Palais Imperial, responded to this review, April 15, 2013
Dear Guest,

Thank you for your feedback and taking time to post your comments. We are pleased to read that the misunderstanding was resolved and hope that it did not impact your stay and the possibility of returning back to Sofitel Marrakech. Thank you again for your comments.

Sincerely

M.Ahmed BENKIRANE
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sofitel Marrakech Palais Imperial

Address: Rue Harroun Errachid | Hivernage, Marrakech 40000, 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 ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#18 Business Hotel in Marrakech
#76 Family Hotel in Marrakech
#92 Luxury Hotel in Marrakech
#95 Spa Hotel in Marrakech
#137 Romantic Hotel in Marrakech
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Sofitel Marrakech Palais Imperial 5*
Number of rooms: 207
Official Description (provided by the hotel):
Sofitel Marrakech Palais Imperial stands out as a landmark in the heart of Marrakech with a striking architecture inspired by Arabian-Mauresque palace. It is close to historical monuments including the famous Jema El Fna square and less than 15 minutes far from Marrakech Menara airport. Let yourself be carried away by the palace atmosphere which makes Sofitel an ideal place for a romantic or family getaway. ... more   less 
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Also Known As:
Sofitel Marrakech Palais Imperial Hotel Marrakech

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