Sofitel Marrakech Lounge & Spa Hotel 5 stars

Arrived at mid-night with my wife and my 18 months baby, The balcony's table and couch were inside the room ( a total disaster ) Their was no water in the room at our arrival ( Only one used bottle in the dirty mini bar and another used bottle of sparkling water on the table). I asked for a cot for my baby, they could not provide it after an hour and a half ( being tired and with all what happened i asked them just to ignore it because the baby was already asleep). Last but not least, as i'am an accord frequent client i've used points to pay for my stay which they don't know how to handle. The points were deducted from my account at the time of booking. I was surprised at the check out with a totally different amount to pay, they did not take into consideration my points. At the end they rededucted the points from my account ( i ended up having the points deducted twice). They really need to reconsider that hotel being a 5 stars. It is a shame

Great host and perfect service in an ideal place, close from the heart of the city. I recommend this hotel for your stay in Marrakech, the lounge being much recent than the Palais Royal, but both Will welcome you with great staff

Rooms are spacious with good view -but team is not professional in dealing with guest expectation -restaurant staff horrible in service each time we went there -breakfast was chaotic and breads are kept in restaurant's one corner -check out was horrible -one desk pushed to other desk because of their cashier available in old part of hotel only -reception team /cashier were rude -concierge was more helpful to taxi driver than our welfare !hair dryer in room was missing it took few hours after visit to room by HOUSEKEEPING staff that we are telling truth that no hair dryer in there in room !!constant noise in night from unloading of material in hotel

We arrived on a Friday night in the hotel. Very friendly greeting by the doorman. Then our first surprise. We did the Accor express check in from our computer at home and we got the reply that our room-key was waiting for us with the concierge. No way, we had to queue for 15 minutes and had to go through the whole check-in procedure (showing passports, signing forms etc.). Why proposing an express check-in when it is not considered at all! We got to our Junior-Suite which was nice and also the views were as expected. The bellman arrived promptly with our luggage. The next morning, we asked the concierge if he had a sightseeing program for the Medina. He proposed a guided tour (4-5 hours) with a hotel guide for €150 for 2 persons. After having confirmed with him that the guide would not escort us in ‚tourist traps‘ in the Souk, we booked the tour for Sunday at noon which the concierge, after a phone call, confirmed. When we arrived at the concierge desk Sunday morning, another concierge was not aware of our reservation. He started to make some phone calls and after 5 minutes he confirmed that the driver would come, and the guide was waiting for us elsewhere. I assumed that the fee would be charged to our room (as it was supposed to be a hotel guide) but the concierge insisted on a cash payment which struck us as rather strange. The friendly driver took us to Jardin Majorelle where the female guide was waiting for us. Next surprise, we had to purchase entrance tickets which we assumed were included in the €150 fee. No big deal but you get the feeling of being exploited. At the Palais Bahia the same scenario. Until here we more or less liked the tour. When in the Souk she did exactly what we did not want, she took us into shops of her friends that wanted to sell us stuff. She did not appreciate at all that we did not like this kind of ‚sightseeing‘and started to become less friendly. After 2 more attempts to make us do some shopping, she quickly guided us through the Souk to arrive on the Place Jemaa el Fna, which we crossed rapidly to meet our driver again on the main road, who took us back to the hotel. The whole tour lasted less than 3 hours. The whole event, organized by the hotel’s concierge, who pocketed the €150 instantly, was very disappointing for the quality you expect from a 5-star Sofitel. It is very sad that such an experience troubles the good general impression of the hotel.

We had a great 4 days at this hotel. The room was large with a nice view looking across the gardens. Bathroom was good with a bath and separate shower (not all rooms have that so check if you want one). The pool area was large with enough quality sun loungers to go round (although the hotel didn't seem full). Nice boule court too. Breakfast was good with a large selection of food at the buffet plus some other food stations for eggs etc. Spa was good too. Location was fine, just outside the city walls and an easy 10 minute walk to the main centre and tourist sites with minimal hassle from anyone. Only real downside was the smoking round the pool which most people seemed to do even with young children nearby. Ideally there would be a smoking area (or preferably no smoking at all round the pool). The only other point worthy of comment is that the Sofitel for some strange reason seems to operate two hotels with two different Sofitel names out of the one large building. They have separate check-ins but share everything else. None of the staff could explain why there were two Sofitel brands there and it just seemed that there were different rooms types. Unnecessarily confusing.

The position of the Hotel is perfect as it is walking distance from the main square of Marrakech. Breakfast is super! Hotel suites can be more cleaned and it took sometime before getting the water boiler in the room. Bed not too comfortable

The hotel was perfect, the only little problem was maybe with the concierge service... i feel (at least each time we tried to reach him) was either not there or he was clueless. The location and the hotel as an all was beyond words.

from start to finish more then perfect incheck warm welcome personal touch ,because accormember nice upgrade room clean and a lot of space beds gave a perfect nightcheck out very personal too and proffesional because we have to get a early flight no breakfast ,too bad ,but when we come back we we have breakfast for surewe could mention names of staff members but we cant mention everybody but the were all great ! and did their best to give us a good time kees

Sofitel Spa Hotel in Hervernage is a nice place to stay to visit Marrakech with a lot of staff very concerned by your confort, especially Mrs Hyatt that had tacfull attention to transform our room in to a roses flowerbed suite.

Poorly managed staff. Would generally provide indifferent service, at best. Very slow, frequently ignored etc. Not as good as some 3 stars we've used. Had consistent experience with this chain throughout Morocco

My wife and I spent a few days in the hotel early January. While we were not impressed by the bedroom in itself (junior suite that needed some refurbishments and some cleaning). We however had a very nice view on the pool and mountains. We were very satisfied of the welcome we had from staff and in particular we were mostly happy of the availability and good advices of the Concierge, Hadil. Breakfast is more than enjoyable as well (lots of choices and quality of food). One particular mention as well is the quality of the massages performed at the SPA (and in particular we both appreciated the professionalism and kindness of Bouchra) and the set-up of the SPA in general. We understand that certain rooms and part of the hotel are currently refurbished, which is a token of an even better appreciation for the future. Christine and Gérald

The hotel is very well located. In january the common area are a little too cold. Reception desk are very good and the room service is perfect. I'm very glad to choice this place to spend two days in Marrakech.

I have been staying here for the last 4 years and have enjoyed the hotel. I recommend this place to friends. This last stay was not so good. The service is was terrible (in the restaurants, pool and even check out) The issue is not the lack of staff members but the lack of them taking care of the clients. I see alot of them running around or just talking to themselves while you wait. We waited over an hour after we ordered drinks for anyone to come back and ask if we needed anything else. No one came so we needed to flag someone down. When you ordered bottles of Wine, they would come back and continue to provide service - not just drop it off and never come back. At checkout - was not even asked how our staff was. I finally talked to the manager and she was very polite and I understand she would of taken care of it but it was our last day. I will update my review next time I go as I will give it one more chance - if not i will move my business to another hotel.

I was expecting a good standard of hotel from sofitel and got exactly that. I have have read some not so good reviews but, whilst i'm sure the reviews are honest, I can only say that I had a good 2 nights here. I must say that the other people I know staying here at the same time (more than 5) all shared the same view. I booked a suite and it was enormous with everything you need and plenty that you don't but is still nice to have. The two main pools are fantastic. You have a choice of temperatures depending on how you like it and a large spa pool as well. There is a very nice but pricey poolside restaurant and several bars. If I had one suggestion, it would be to get the waiters to ask people by the pool if they want drinks. You'll sell a shedload of them in 40 degree heat. Generally service was good and the only downside if there was one is that the Medina is still a mile away. Cheap taxi ride but not to walk in that heat. Close to the airport though so that was a bonus. Very nice restaurant around the corner with entertainment (Jad Mahal) I would stay here again if I'm in Marrakech.

The hotel was very beautiful and the grounds were well-kept, including the pool. However, the service from the front desk and housekeeping staff was less than stellar. First, we were assigned a room that was right next to an empty wing, which at first seemed nice since we were so exhausted from our flight and train ride from Casablanca. However, that feeling was short-lived because the next morning, we heard power drill noises starting at 8 AM in the room next to ours. It was a bit frustrating since we were hoping to sleep in a little bit after our long day of travel. When we asked the front desk staff about switching rooms, we were told that we could only upgrade to a more expensive room rather than a similar room to ours. They were very inflexible with our request and for the rest of our stay, we were woken up to loud noises at 8 AM. Second, our hotel room was situated right next to one of the indoor/outdoor restaurants, which played loud music until 1 AM in the morning every night. We asked the front desk staff whether they could ask the restaurant staff to turn down the music and they responded that they would take care of our request. However, after multiple phone calls, the restaurant never lowered down the volume of the music, which meant that the front desk staff never actually "took care" of our request. This was VERY disappointing since we couldn't get a full night's rest during our entire stay due to the loud music until 1 AM and loud construction noises starting at 8 AM. Third, the housekeeping staff never bothered to refill our complimentary tea/coffee selections in the room despite repeated requests. Finally, during check-out, the front desk charged us for additional mini-bar items that we did not use during our stay. The front desk staff had a hard time believing us and made a huge deal about removing the additional charges despite our repeated statements that we were being honest about not using the additional mini-bar items. I would not recommend staying at this Sofitel in Marrakech since the front desk and housekeeping staff do not make any attempt to resolve issues raised by their guests or care about improving the quality of guests' stay.