My wife and I booked our honeymoon at this hotel. Unfortunately due to health reasons we were forced to cancel our booking. I called the hotel two weeks before our proposed stay and explained our situation. They told me that the booking would be cancelled and we would not be charged. I also asked for an email confirming this which they promised to send immediately. After a week of waiting and chasing them up I received the email stating that the booking had been cancelled and confirmation that no charge would be made.

A couple of weeks later, and to my amazement, they debited the entire amount from my bank account for the now cancelled stay.

I have called them a dozen times. The staff's English language skills are dismal. My calls were put on hold or passed from one person to another, and promises of calls to be returned to me were not kept. And most frustratingly, they would not let me speak to the hotel manager directly. This is appalling practice.

We have tried everything to try to get back our money including contacting their head office in Paris, but to no avail. Their reply is that this booking was apparently an 'RA1' booking (whatever that is!) which they say is not refundable. We were NOT told of this before booking and there was no mention of this in any paperwork, despite their claims that it was.

We feel betrayed and desperately disappointed by Sofitel Marrakech and the Sofitel hotel chain. It took four months, six phone calls to Morocco, Paris and London and numerous emails simply to get an invoice for the money they took from us. Completely unacceptable and unprofessional.

My advice is avoid Sofitel hotels and in particular the Sofitel Marrakech. Terrible experience. Avoid like the plague.

First of all, book only some rooms with pool views (from the superior room), because the other have terrible views. The hotel is perfectly located in the Hivernage, and this is its main advantage. The staff is not helpful, the rooms are noisy, and you should take your own bath amenities because the Hotel provides terrible products...

We have just returned from a week in Marrakech. The whole experience was disappointing to say the least. We arrived at the Sofitel at 11.30am and were eventually, after finding our luggage, settled in our room at 4.10pm. The room with balcony and pool view that had been booked was not available (hotel was full) and we were given a small, dark and depressing room with no outlook. This was refused and eventually another was found and we were charged 30E per night extra. The concierge and reception staff were less than helpful. This attitude continued throughout our stay. The hotel was not in a convenient location and we were advised not to walk too far and to take taxis (inexpensive - but don't tell them that you are English because they double the fare). Breakfast was adequate; poolside snacks expensive - £10 for a meat baguette, £3.50 bottle of water/beer. Entertainment was non-existent. The hotel was overrun by 'corporate hospitality' involving large groups of suited persons talking loudly into mobile phones. The room was not serviced until late afternoon which could be inconvenient. There was no tourist information available and we were faced with a look of distain when requested some.

Would we recommend this hotel? No

Just back from 3 night stay at the Sofitel. We loved it !
Staff were helpful. Rooms were clean and spacious with all the extras you'd expect from a luxury hotel. We had a room overlooking the pool area.
Breakfast buffet had an extensive choice of food and public areas of the hotel are beautiful.
High recommended.