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“Lovely Hotel...good location”

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Sofitel Marrakech Lounge and Spa
Ranked #111 of 502 Hotels in Marrakech
Certificate of Excellence
Reviewed May 28, 2014

Great hotel, nice pool and location was perfect. Just minutes walk from the medina Walls and with loads of very nice resturants around and about.
We felt very safe walking around the area and the staff in the hotel were great. Room was lovely, so would tetally recomend !!!

  • Stayed: April 2014, traveled as a couple
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Thank 15Roc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ahmed B, Directeur général at Sofitel Marrakech Lounge and Spa, responded to this reviewResponded May 29, 2014

Dear Sir,

We very much appreciate your comments regarding your stay at Sofitel Marrakech Imperial Hotel & Spa. It is always a pleasure to receive positive feedback.

I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.

Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

Sincerely,

Continue to follow all news of Sofitel Marrakech by clicking "Like" our Facebook pages :
Hôtel Lounge & Spa:
SofitelMarrakechLoungeSPA

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393 - 399 of 2,850 reviews

Reviewed May 27, 2014

For such an expensive hotel we expected perfection.
Upon entering, the place does look great. The rooms are large and comfortable, all the amenities are in place, could be a great place.But...
Checkin- We were greeted by the reception and seated at the lounge, a very nice lady took our passports and went to register us, we were offered tea and biscuits , and then went on waiting for almost half an hour to get our room.
Service- Lovely poolside with nice cabanas , asked for the towels ... the guy said "yes right away" and we never saw him or the towels . waited for someone to take an order for the bar... no one came for 1 hour until I went to the bar myself only to be told they can't serve me and I have to wait for a waiter to come to me...
Wi-fi- saw many comments before about how poor it was. The previous posters were generous!!
AC did not work in one of the rooms.First night we sweated it out and in the morning asked for the AC to be fixed. Front desk said "sure ,no problem" returned in the afternoon and saw nothing was done. Went down and asked again... "sure , no problem" returned at night and sure enough... nothing was done. second night sweating.. on the third day in the elevator, the cleaning girl greeted me and asked if all was fine. I said "yes, but the AC does not work" It took her 10 minutes to get the repair man and fix it!!!
The kettle did not work, I asked to replace it... won't bore you.. just like getting the AC fixed.
Front desk are useless!!!
Saved the best for last.... Checked out at 5:55 AM, came back 5:59 to retrieve a jacket I forgot.
The front desk clerk was in the room saying he was there to prepare the room for the next guest.....
After such an inefficient front desk experience I should have guessed something is wrong, and since when do the front desk prepare rooms, and since when do hotels prepare rooms at 6:00 AM???
When we arrived at the Casablanca airport we realized we left a wallet in the room as well.
We sent our guid to the hotel and they told him no wallet was found....
I just hope the cleaning girl that came in later still found the tip waiting for her....

Room Tip: Try another hotel
  • Stayed: May 2014, traveled with family
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2  Thank YoavZanav
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 23, 2014

I have never felt the need to review a hotel before -as long as the good points out-way the bad points then I figure 'lets move on'
On arrival we had to wait 4 hours for our room -we were told they had a large group arriving and they had to take priority.
Allocated a 'quiet' room overlooking a noisy construction site within the hotel -next day I invited the manager to visit our room to share our experience -he was unavailable so we had a visit by the room allocations manager.(see photo) When asked why rooms overlooking a construction site were not closed down to paying customers and the time used to clean the carpets and curtains and repair the broken items in the bathroom he replied (with some embarrassment) that it was not Sofitel policy to close rooms during construction.
He re-allocated us another 'quiet 'room overlooking a main road into the city!!(see photo)
Pool area was very nice and staff very pleasant and helpful -again pool furniture was very badly stained and dirty.
Breakfast was adequate and service OK as long as there was not a large delegation in the hotel --then service was poor.
Overall the week we spent there was not a good experience and the manager could not be bothered to find us to offer an explanation or apology.
This hotel charges for 5*goods and services and offers some customers 3* experience
Beware ---you have been warned!

  • Stayed: May 2014, traveled as a couple
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2  Thank Rhys_602
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ahmed B, Directeur général at Sofitel Marrakech Lounge and Spa, responded to this reviewResponded May 29, 2014

Dear Mister,

Thank you for taking the time to tell us about your experience at Sofitel Marrakech Imperial Hotel & Spa. I am sorry that your experience did not meet your expectations especially in term of the long time wating to have a room uppon arrival and also the noisy room near the construction wich you did not apreciated; please allow me to express my sincerest apologies.

At Sofitel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.

We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

Sincerely,

Ahmed Benkirane
Hotel Manager

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Reviewed May 22, 2014

For a bit of luxury, this is a top hotel compared with the chaos and bustle in the Medina - it's nice to get away to at the end of a busy sightseeing day.
The check-in was unusually long and overly done - you are asked to sit down and wait in reception and then someone goes through paperwork and familiarises you with the hotel. I guess they think it's a personal touch but is actually a bit laboured and annoying! A quick and easy check-in is all that's needed.
The rooms are are OK although could do with more lighting - was always pretty dark! Beds are very large and comfortable. There are no tea / coffee making facilities or iron / ironing boards in the rooms. You can get one from housekeeping but the irons have seen their day and don't work very well!
Wifi at the entire hotel is totally useless - worst I have ever experienced and is so bad they may as well not have it - not sure if it is just a Moroccan problem or the service is inadequate for the number of guests they have - at least it's free.
The pool is amazing and service pretty good from the staff there. The breakfast service was not particularly good - a lot of staff milling around ignoring customers. You had to almost beg to get coffee / juice and the same for refills.
Meals at the restaurant are good but are around twice the price of going into the Medina. Drinks are prohibitively expensive and DO NOT go for the waiter's recommendation of a glass of champagne or mojito before your meal - unbelievably expensive!!
All in all, would recommend but would be great if the hotel could sort out its breakfast time staff and the awful wifi!

Room Tip: Try not to get a room facing towards the airport (think this is the West side of the hotel) - there...
  • Stayed: May 2014, traveled as a couple
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1  Thank bazandbabs24
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ahmed B, Directeur général at Sofitel Marrakech Lounge and Spa, responded to this reviewResponded May 23, 2014

Dear Mr BAZANDHAB,

We very much appreciate your comments regarding your stay at Sofitel Marrakech Imperial Hotel & Spa. It is always a pleasure to receive positive feedback.

I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.

However, I am sorry that such services did not meet your expectations; please allow me to express my sincerest apologies.

At Sofitel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.

Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

Sincerely,

Ahmed Benkirane,
Hotel Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 12, 2014

First off, it should be noted that the pool area of the hotel is great. I would actually go back just to enjoy lounging there, all the sun beds are modern and the gardens are very well kept. There is sufficient pool staff to assist you.

However, despite the good facilities of this hotel we still had a disappointing stay. There were numerous issues:
- the bed: was surprisingly uncomfortable. My husband and I both lay down and then sat back up and looked at each other thinking something must be wrong with our bed. We look it over entirely and couldn't understand the sheets and mattresses layout (very odd) and didn't have a comfortable sleep.
- the check-in: the check-in process was quite long
- the housekeeping staff: it took three phone calls to housekeeping to get an ironing board
- the room service: our order came and was incorrect
So these issues and several other small ones led to a disappointing stay.

  • Stayed: May 2014, traveled with family
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1  Thank LauraParis_France
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ahmed B, Directeur général at Sofitel Marrakech Lounge and Spa, responded to this reviewResponded May 22, 2014

Dear Mr LAURA,

Thank you for taking the time to tell us about your experience at Sofitel Marrakech Imperial Hotel & Spa. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.

At Sofitel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence.

We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

Sincerely,

Ahmed Benkirane
Hotel Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 10, 2014

I was there for two nights for an important business event. The hotel is very upscale, well kept and has all the "ingredients" of old Morrocan charm in addition to the modern infrastructure for a relaxing stay: pool, gardens, entertainment etc....

It is a 20 minute walk from the old town, souks etc... I felt safe in the area walking late at night.

Speed of service and responsiveness of staff could be improved ... they could be faster and quicker to react, but overall no problems.

I stayed in a ground floor suite , which was very convenient for accessing the gardens and pool area.. so cannot comment on the regular rooms.

Marrakesh is a place to see ... some people fall in love or become addicted, others look at it as one of the places you ought to visit once in your life. I would personally not consider it a vacation destination.

  • Stayed: May 2014, traveled on business
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Thank Sherif
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ahmed B, Directeur général at Sofitel Marrakech Lounge and Spa, responded to this reviewResponded May 20, 2014
Google Translation

Monsieur Sherif,

Nous vous remercions pour vos commentaires suite à votre séjour à Sofitel Marrakech Palais Impérial.

C’est avec grand plaisir que nous recevons vos compliments. Aussi, nous ne manquerons pas de partager vos appréciations avec toute notre équipe. Votre satisfaction est la plus belle récompense pour notre personnel qui travaille jour après jour pour vous offrir un service irréprochable.

Dans l’attente de vous accueillir de nouveau, nous vous prions de croire, Monsieur, en l’expression de nos sentiments les meilleurs.

Continuez à suivre toutes les actualités du Sofitel Marrakech en cliquant sur « j’aime » de nos pages Facebook :

Hôtel Lounge & Spa:
SofitelMarrakechLoungeSPA






Hôtel Lounge & Spa:
SofitelMarrakechLoungeSPA

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 9, 2014

For our first visit to Morocco, we were recommended to go to the Sofitel in Marrakech. I found out that it was an excellent advice. The front desk staff and the concierge were very helpful and pleasant. We enjoyed the Spa treatments and the hammam very much. At the breakfast restaurant, we especialy enjoyed the great and friendly service by the waitresses and waiters, Fatima, Rachida, Chaffira, Mourad and Hicham. All of them provide outstanding service, allways available, and allways with a great smile.
Thank you , Sofitel Marrakech.

  • Stayed: May 2014, traveled as a couple
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Thank Uzi R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ahmed B, Directeur général at Sofitel Marrakech Lounge and Spa, responded to this reviewResponded May 20, 2014
Google Translation

Monsieur UZI,

Nous vous remercions pour vos commentaires suite à votre séjour à Sofitel Marrakech Palais Impérial.

C’est avec grand plaisir que nous recevons vos compliments. Aussi, nous ne manquerons pas de partager vos appréciations avec toute notre équipe. Votre satisfaction est la plus belle récompense pour notre personnel qui travaille jour après jour pour vous offrir un service irréprochable.

Dans l’attente de vous accueillir de nouveau, nous vous prions de croire, Monsieur, en l’expression de nos sentiments les meilleurs.

Continuez à suivre toutes les actualités du Sofitel Marrakech en cliquant sur « j’aime » de nos pages Facebook :
Hôtel Lounge & Spa:
SofitelMarrakechLoungeSPA

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 Lounge and Spa

Address: Rue Harroun Errachid | Quartier de l'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 ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#17 Business Hotel in Marrakech
#63 Spa Hotel in Marrakech
#83 Luxury Hotel in Marrakech
#152 Family Hotel in Marrakech
#171 Romantic Hotel in Marrakech
Price Range: $176 - $332 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Sofitel Marrakech Lounge and Spa 5*
Number of rooms: 139
Official Description (provided by the hotel):
Surrounded by a splendid garden and fountains, Sofitel Marrakech is a premier Marrakech Morocco hotel. Its 346 Marrakech hotel rooms offer terraces or balconies with views of the mountains, swimming pool, or gardens. Guests at this luxury hotel in Marrakech, Morocco, will enjoy restaurants serving local and international cuisine, 3 bars, a nearby nightclub, a poolside snack bar, 3 bars, an indoor swimming pool, a fitness centre with a Jacuzzi, and a Turkish steam bath and gym. ... more   less 
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Also Known As:
Sofitel Marrakech Lounge Hotel Marrakech
Marrakech Sofitel

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