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“Worst hotel experience!” 1 of 5 stars
Review of Imperial Holiday Hotel

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Imperial Holiday Hotel
4.0 of 5 Hotel   |   30 avenue Moulay R'chid | Gueliz, Marrakech 40000, Morocco (Formerly Swiss International Imperial Holiday)   |  
Hotel amenities
Ranked #405 of 480 Hotels in Marrakech
Amsterdam, The Netherlands
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
“Worst hotel experience!”
1 of 5 stars Reviewed May 30, 2013

When we were leaving the hotel, the chubby receptionist told us we had to pay local taxes. As our flight was leaving in 1,5 hour we were kind of in a hurry. Firstly he commented that it was not much and it was only 165 MAD. We didn't know about the taxes, so we were arguing with the receptionist about the taxes, because this wasn't communicated to us through the Groupon deal we made. To save time I tried to withdraw some cash at the atm at the hotel, but it didn't respond to my debit card, whilst I had enough money on the card, even showing it through my app to the receptionist, but he said that I was out of money, and the same goes for my girlfriends debit card. Then the receptionist told us that he could show us that we had to pay tax if he could see the Groupon-voucher, so we printed it out for that rude guy. Our voucher stated that we had to pay all our expenses to Holidaybooked, which was the initiator of our deal with Groupon and not to the hotel. To prove himself right he showed us a French Groupon deal which stated that the tax should be payed at the hotel. This didn't made sense to us, because we didn't buy a French Groupon deal, but a Dutch one and ours didn't state the tax paying part. When we tried to leave the hotel, the receptionist tried to stop us, by pulling my girlfriend's (!!) suitcase and blocked the door and started pushing us. He even called security. This went on for a couple of minutes, but as time was passing by, the only thing I wanted to do was catch our flight, of which they didn't bother anyhow. So I tried to pay it with my credit card and that succeeded. In the end the 165 MAD was suddenly 132 MAD. After this we went straight to the airport and we were almost to late for our flight, when sitting in our cab we noticed that my girlfriend had a scratch on her hand. See picture...

  • Stayed May 2013, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mohammed S, General Manager at Imperial Holiday Hotel, responded to this review, June 8, 2013
It is petty really that you been a little rude in front our receptionist who wanted to explain to you that the local taxes are paid by all the customers coming through Groupon, we have the contract signed by our hands. you should pay it against a bill and complain it to your Groupon of Germany.
you have provoked him and it is normal to defend himself. It is normal to stop the luggage for a client who doesn't want to pay his bill, It is international way Also, if he has let you going for exemple he must pay it himself . it is simply a misunderstanding you commit . From now, we given our instruction to the reception to inform the clients on the arrival in that way we will have time to resolve the problem between the client and the travel agency or online organism.during his stay. sorry about that and promise to up grading you next time.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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324 reviews from our community

Traveler rating
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Rating summary
  • Location
    3.5 of 5 stars
  • Sleep Quality
    3 of 5 stars
  • Rooms
    3 of 5 stars
  • Service
    3 of 5 stars
  • Value
    3 of 5 stars
  • Cleanliness
    3 of 5 stars
Traveler tips help you choose the right room.   Room tips (25)
Date | Rating
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English first
London, United Kingdom
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
2 of 5 stars Reviewed April 30, 2013

My friends and I stayed at this hotel for 7 nights, on a half board basis. We were all sadly disappointed with the hotel and the staffs. I travel 3 times a year and this is the first time I have put negative reviews.
The lobby was fine. The Receptionist was oblivious and bored of working. She tried to charge us £90 (GBP) for City tax, until my friend complained and refused to pay. Her colleague then intervened and informed us that the receptionist had quoted incorrectly. It was actually £28 in total for 7 nights.
The food was terrible. The dinner was limited to four dishes and the same or similar food was served every day. There were 2-3 types of salads served.
There is a catch if you book half board; namely that you have to pay for each time you buy a beverage, even though you’ve booked half board. The cost of a glass of coke was £2.
The dining area looked tired and the table clothes were tired too. The chairs near the pool were broken or tacky.
The breakfast was ok. But if you want hot food then there is a separate charge. We were not informed of hot food, however upon querying, we were informed of this. So there are no omelettes unless you wish to pay.
We wanted a map, they had none!
The Staff were ok, except for the receptionist. She was moody and unhelpful, but this did not bother us. it seemed she was tired of doing her job. They do not fully understand English, so this was a bit of a pain!
The hotel charges you for everything that is extra. I.e., if you ask them to make a call to the transfer company, they will charge you; Even if this is as little as 10 Dirham. If you ask for the keys to the safe, it costs 25 Dirham per night.
The lift is dangerous. We were stuck between the second and third floor for a short while. When we raised this with the receptionist, she behaved as if it was normal!
The walls in the rooms are so thin that even if you are speaking in a normal tone, the guests next door could hear clearly. All the noise from outside could be heard!
The bathroom looked terribly tired. The shower just about worked. The bath was old and the shower curtains were dying! The room was far too basic. The balcony...well if you even call that a balcony, was tiny! The balcony door did not lock at all.
The only two good things about this hotel were the swimming pool area and the fact that it was not far from the Jamaa el Fena!
Only book this hotel if you do not intend to stay at the hotel a lot!

  • Stayed April 2013, traveled with friends
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 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.
Bath, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 stars Reviewed April 29, 2013

We had a lovely stay here. Staff were really friendly, the food was fantastic and we were very impressed. Good selection of dishes at dinner, plenty of choice and all well cooked and well presented. I am a foodie, trained in Hotel and Catering and I would rate this place. Some of the comments we read put us off a bit but we can only say the comments were not in line with what we found. Staff all very polite and helpful, no problems with security. Rooms were clean and well appointed. would recommend to others and would go back. Liked the fact it was away from the noise, easy to walk into main Marrakech.

  • Stayed May 2012, traveled as a couple
    • 4 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
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, England, United Kingdom
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 stars Reviewed April 26, 2013

Just come back from 7 nights stay at the imperial. We enjoyed our stay the staff are very friendly and helpful especially Tahah the pool guy and Bouazza the head waiter they constantly helped us out whenever we needed there help. The food was average but we really enjoyed breakfast. The hotel is lovely and we loved the swimming pool, it was also always clean and tidy and the location is perfect!!! We always felt quiet comfortable. Thank you for making our stay lovely and welcoming. The director general was also a very nice person he always checked up on us. We LOVED the roof top!!!!! Thank you to all the staff.
Ahmed and Cristina.

Room Tip: Try get the pool view or top floor
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  • Stayed April 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 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.
Brighton, United Kingdom
1 review
3 of 5 stars Reviewed April 26, 2013

Spent 4 days at the Imperial with Carol, Jo and Helen. It's dated and a bit tired, but comfortable, clean enough and provided what we needed - a base to explore from. The Guest Liaison Manager, Jad, was lovely and helpful, not pushy, and had lots of suggestions for sight-seeing, getting about, shopping and transport. Some other staff wanted to be helpful and were friendly, but things seemed to take a long while to get done. I stood at the bar one evening and watched 3 bar staff discussing the finer workings of the till for at least 10 minutes without even a nod in my direction. Oh, and I asked for the music being played around the pool during the day to be turned down (as I'm getting on and couldn't hear our conversation!) and the smiling pool man did as i asked - 30 minutes later!

Breakfast for us consisted of croissants and boiled eggs, which was fine for 4 days. Dinners were a good mix of spicy and simple food - lots of chicken and lamb, some fish, great vegetables, and a range of salads and little cakes.

Our aircon worked, the view of the pool from our room was lovely, we could walk to the Medina from the Imperial (although we got cabs in and horse and carriage back - about 50 dirhams for 4 people); Jad recommended a great excursion to the Ouzoud region at the foothills of the Atlas Mountains (although we only got to see the first, fairly mediocre, of apparently seven waterfalls, so check details before booking).

Overall, we felt welcome and respected.

Room Tip: poolside room - cooler and quieter
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  • Stayed April 2013, traveled with friends
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 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.
Edinburgh
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 stars Reviewed April 25, 2013

Just come back from 4 nights' stay.
Situated outside of the centre of Marrakech but near enough to walk.
Restaurant and pool bar staff were very friendly but found reception and indoor bar staff a bit grumpy! Rooms were comfortable and clean - ours overlooked the pool so was lovely and quiet. My friends had to ask several times for replacement towels and toilet paper!
Food was nice, good choices for breakfast and evening meal.
Yes, we had to pay a daily fee for the safe in our room but don't you everywhere? And it was only minimal.
The best thing about the hotel is the 'man who can' in reception, Jed. He spoke excellent English and helped with all aspects of our holiday.
Thanks Jed, from one of the 4 english 'girls' who left on Monday!!!!!!!

Room Tip: Rooms overlooking the pool (at the back of the hotel) are comfortable, have a balcony and are nice a...
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  • Stayed April 2013, traveled with friends
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 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.
Chester, United Kingdom
Level Contributor
18 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
3 of 5 stars Reviewed April 20, 2013

Stayed at this hotel over Easter break it was rather dated breakfasts were good providing a range from pastries, eggs, pancakes, however you had to pay extra for good coffee. The evening meals where disappointing not very good quite bland in flavour. Staff were not very friendly and seemd to have a promlem with Brits, prefered the French. Rooms where clean though and there where no noises throught the night. Over all happy as hotel was far enough away from hustle and bustle of the city but not too far.

  • Stayed March 2013, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 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
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Imperial Holiday Hotel

Address: 30 avenue Moulay R'chid | Gueliz, Marrakech 40000, Morocco (Formerly Swiss International Imperial Holiday)
Location: Morocco > Marrakech-Tensift-El Haouz Region > Marrakech
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities ( Kid / Family Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#154 Spa Hotel in Marrakech
#198 Luxury Hotel in Marrakech
Price Range (Based on Average Rates): $
Hotel Class:4 star — Imperial Holiday Hotel 4*
Number of rooms: 114
Official Description (provided by the hotel):
Located in central Marrakech, this hotel is a 10-minute drive from the famous Jamaa El Fna. It features an outdoor pool and a heated, indoor one, a sauna, a fitness room and hammam. An airport shuttle is available upon request. Most of air-conditioned rooms and suites have a balcony features in each one. Some of the rooms offer a hot tub, a four-poster bed and a marble bathroom. All of the rooms have satellite TV. Le Mont-Royal restaurant serves international and Moroccan cuisine. Sample cocktails on the Imperial Holiday's rooftop terrace with panoramic views over Marrakech. Relax in The Niagara Falls pool-side bar or enjoy the on-site entertainment. The 24-hour reception hotel is a 2-minute walk from Marrakech Plaza shopping centre. Menara Airport is a 15-minute drive away and an shuttle is available upon reservation. ... more   less 
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Also Known As:
Imperial Holiday Marrakech

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