Staying in this hotel has been an experience.
My sister and I booked this hotel because it’s Sofitel and we wanted to enjoy it
Nothing happened as planned. We arrived at night around 10pm I believe, the concierge was outside, not a hello welcome… didn’t bother to get our suitcases neither show us the reception, which is hidden and in a dark place. Check-in went smoothly, were asked to give a 5000MAD deposit (which wasn’t mentioned at the moment we made the reservation through the App) and then we were sent to our room (by ourselves : definitely not 5 star hotel standards).
We reached the room and : it was really dirty, hair in the sinks, stains on the towels…
Went directly back to the reception because I refuse to stay in a dirty room. Reaction offered : I’m sorry. Do you want to keep the room or change it?
We changed room, was a tad cleaner but at that time it’s almost midnight we just wanted to sleep. By the way it’s a room for 2 people and there’s only one glass…, mirrors not fully clean…
In the morning we went for breakfast at 7.30am (they open at 6.30am) the hostess is busy with her mobile phone, not acknowledging us, waiters are busy talking between them, tables were not cleaned…. We had to ask twice for a coffee, and they also have a menu which we had to go get ourselves to order eggs or msemen…
The whole service is slow. The only good waiter was probably on training and he showed great abilities (I think his name was Hamoud). The managers (one wearing a brown suit without a tag and the other one named Camara were as useless as the spoon missing on the table). Buffet range is in the Sofitel standards with a lot of choices of food both local and western. A lot of choices of breads but once is empty, if you don’t show them, they don’t refill it…
Anyways, after that we went back to the reception to ask to talk with a manager, the receptionist asked us what was going on and told us she would let a manager know about it….
We had to complain directly through mails with Sofitel and LinkedIn in order to get an answer from a woman named Wissal Naim (shift leader) who really seems to understand the standards of a Sofitel and who offered us to be moved to a suit (kind gesture we weren’t looking for but again, lack of professionalism first thing I saw when entering was the missing spot light in the room as there was a hole…)
Anyways, the hotel could have good potential if staff were trained to fulfill the commitment of working in Sofitel.
Special mention to the cleaning staff who were more than efficient, polite … than most of people there.
To end up my stay, I’ve noticed the GM at breakfast and went on, to talk with him and share that experience needless to say, he didn’t look too concerned.
I don’t recommend you to stay in this hotel if you’re expecting a nice experience
