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“Beautiful Hotel, Horrendous Service”

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Sofitel Marrakech Palais Imperial
Ranked #116 of 501 Hotels in Marrakech
Certificate of Excellence
Level 5 Contributor
82 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
“Beautiful Hotel, Horrendous Service”
Reviewed 10 April 2012

I so wanted to love this hotel, it's beautiful and we were off to a rip-roaring start when we pulled up after our 2 1/2 hour drive from Essaouira with our three young boys and they had a bicycle go-kart course, which they loved. Sadly, the came up against experience after experience of tragically bad service while we were there. We spent only one night, as we were flying back to London the next morning. Our first issue arose from trying to get a crib for our room, which we requested at the time that we made the reservation.... and again on arrival.... and again when we brought our sleeping one-year old back to the room after dinner at L'Orangerie in the hotel.... and again an hour after that. During that saga, we dined at L'Orangerie, which we had booked on arrival, however when we arrived they did not seem to have any record of our booking. We had to ask for water for our children four times before we were able to have it served to the table. We attempted to gain internet access both from our rooms and the lobby of the hotel, but the connection was so dreadfully slow that we were unable to download a single e-mail. The next morning, when we arrived at breakfast at 7am, we were never offered coffee or tea and had to track someone down to get it after we had finished eating. We then proceeded to the hotel lobby to find that our airport car reservation, which we had also made through the hotel, could not be located. They finally obtained a car service for us, however, we nearly missed checking in to our flight due to the hour that it took for us to find a replacement car. And all of this for US$700, excluding our meal at L'Orangerie (which was very tasty, I might add). I would look elsewhere if I were you!

  • Stayed April 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank LeeGinLondon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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1,908 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (152)
Date | Rating
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English first
Lancaster, England, United Kingdom
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 31 March 2012

My wife and I stayed at this hotel on 27 March 2012 in a junior suite, room number 528. In the afternoon of 28 March after we check out, I found my wife's pearl necklace was left on the desk of that room. We called the hotel immediately, but were given the answer of nothing found. We are definitely sure that the very expensive golden pearl necklace with platinum was on the desk when we left. We are given the answer of no by the staff even we asked them to check and ask the cleaning staff again. The only thing we can do now is to tell this true story here. I hope the manager could see this and check this again. This is a behavior of stealing to some extent!

On the other hand, the junior suite is very nice and cleaning, with beautiful view to the swimming pool. The staff is friendly especially the luggage man. Anyway, the unfortunate experience ruined our experience in this hotel and destroy our holiday.

  • Stayed March 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Joe H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Monte-Carlo, Monaco
Level 5 Contributor
79 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed 29 March 2012

4 night in their best suite. Nice hotel in good location with generally nice staff. 350€ a night is pretty good value for money (all considered). We will come again.

  • Stayed March 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Egp_monaco
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Glasgow, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 28 March 2012

this is a very nice and comfortable hotel. we were staying there for 2 weeks. good size rooms and great breakfast and pool area. but why is there no air-conditioning. it says it has air-con on the website. they don't. we asked 5 times about this eventually the engineer admitted there is no air-con in the rooms. as it was about 33 degrees for most of our stay it made sleeping very uncomfortable and elusive.
i could not recommend the hotel if you need the room cool.

Room Tip: No rooms have air-con.....can't recommend a good room on this basis.
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  • Stayed March 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Steph5656
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, United Kingdom
Level 6 Contributor
185 reviews
80 hotel reviews
common_n_hotel_reviews_1bd8 167 helpful votes
Reviewed 19 March 2012

This property is truly fantastic, and no ammout of praise would do it justice. We booked a Junior suite via the Prestigia.com website, and we were upgraded to an Opera suite. Room 401to be precise. We had two bedrooms, dining room,living room, marble bathroom & two balconies. The sofitel bed was extremely comfortable and the cleanliness of the room second to none. The breakfast is good value for money, I suggest that you get to the restaurant early in order to avoid the mid-morning rush. The swimming pools are fantastic so is the service that is offered by the attendants. The reception & concierge staff will make you feel at home and anticipate most of your needs. The only minior disappointment, was the noise from the street below if you have a room on the east wing of the Hotel. Every morning at around 3 am local moroccan partygoers leaving a local club are very noisy, thus disturbing your sleep.

Room Tip: Ask for a room on the west side of the Hotel.
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  • Stayed March 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Adriano A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Sofitel Marrakech Palais Imperial

Property: Sofitel Marrakech Palais Imperial
Address: Rue Harroun Errachid | Hivernage, Marrakech 40000, Morocco
Region: Morocco > Marrakech-Tensift-El Haouz Region > Marrakech
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre 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:
#26 Business Hotel in Marrakech
#67 Spa Hotel in Marrakech
#88 Luxury Hotel in Marrakech
#141 Family Hotel in Marrakech
#188 Romantic Hotel in Marrakech
Price range (per night): ₹ 11,717 - ₹ 36,362
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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