Sofitel Marrakech Palais Imperial

Hotel has a used feel. Light in our bedroom did not work - it was dark. This is a hotel that needs to be updated!

Very disappointing stay on a few accounts, but mainly it was an argumentative and truly inhospitable front of house staff that I do not think are very customer oriented at all. Room I booked an 'executive suite'. There are a few room categories to choose from at varying prices including deluxe, junior suite and executive suite. The hotel staff put me in a normal room and said it was a suite. I am pretty sure a suite is supposed to include at least two rooms. But my 'room' was nothing more than that. I complained and was told that an executive suite is the same as a junior suite. Still, I argued this but they would not budge and change my room. Likewise the room was a smoking room and I am a non-smoker so it smelled for the whole week and it was demoralizing every time I had to return to this stinky room that I was paying to be in an executive suite. My friends who booked a junior suite and paid less than me had a room with separate living area and it was non-smoking so did not smell bad at all. Overall the front of house staff was not very friendly. When checking out, they did not ask how was the stay, only gave me a bill for 'incidentals'. Water was not free, but had to be ordered via room service. It was about $20 per time I needed water as housekeeping did not supply drinking water daily. I also ordered a grapefruit one day and it was $25 USD. This is just a sign of the 'service' of a Sofitel. When they can, they will charge the absolute maximum and give the absolute minimum. I now moved to Four Seasons and it is much better, water is free and the staff seems genuinely nice. The Sofitel is older, more like a 3-star hotel and the facilities need to be better maintained. The bellhops at Sofitel were very nice though, and the staff at the breakfast were nice as well.