Sofitel Marrakech Palais Imperial and Spa 5 stars

Customer review rating (ALL Rating) 4.6/5 1,995 reviews

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Sofitel Marrakech Palais Imperial and Spa - Image 1
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Sofitel Marrakech Palais Imperial and Spa - Image 4
Rue Harroun Errachid, Quartier de l hivernage, 40000 MARRAKECH, Morocco

Description

Hotel extras

  • Bedrooms and suites w/ views of Atlas Mountains, swimming pools or gardens

  • Free access So Lounge for hotel residents excl. weekends/special evenings

  • Outdoor area: Gardens, riads and beds around swimming pools, pool butler

  • Kids suite and kids pool to entertain children aged 4 to 12.

  • 15 mins from airport, 10 mins from Jemaa El Fna Square and modern city

Our accommodation(s)

Hotel location

Sofitel Marrakech Palais Imperial and Spa

Rue Harroun Errachid, Quartier de l hivernage
40000 MARRAKECH
Morocco

GPS:31.62175, -8.002805

Telephone
Fax +212 5244-20505

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets welcome
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.6/5  1,995 reviews

TripAdvisor Rating  4.5/5  5,386 reviews

Wonderful

TripAdvisor rating 5.0/5

Ann P TripAdvisor review

Wonderful service! Kaoutar, Ilham, Farah and Haitam were fantastic! They helped me with my French and provided great service! I would highly recommend the Sofitel Hotel. They have the best breakfast buffet I have ever had…and the hotel is in a great location.

Very relaxed

TripAdvisor rating 5.0/5

Thomas v TripAdvisor review

The hotel was beautiful. Rooms where very good, and the beds where amazing. Food was oké. Taoufiq and Khalid where the best!

Poor value - poor experience

TripAdvisor rating 1.0/5

bosscolbert TripAdvisor review

Somehow, this property does not live up to expectations. Let's make it short - The only bright spot is the breakfast. Excellent and plentiful, that is if you show up before 9am, at which point it becomes a zoo. If you are an Accor All member, you might as well go elsewhere, as there is zero recognition, zero upgrades and zero perks. Being Doamond I was very surprised. The pool restaurant has the worst service of all. Food is overpriced and not good. You have to beg foe someone to take you order. Room service is quite quick. Warning, they charge for coffee pods. Housekeeping is a joke and I had to call five times for a couple of towels until I stepped out and found some on a cart. Our room was not a suite despite being called one. It was a long room ending in a small balcony. Every evening there was a lot of noise from a band playing by the pool or some conference event. Summary - not good at all. Poor value. Crappy "suites". Good breakfast.

Terrible experience

Customer review rating 1.5/5

Camfargo Couples - Confirmed reviews ALL

Firstly, the booking was under my name but you have addressed the email requesting to complete this review was addressed to my husband. This is not acceptable. Here is my experience - On the exterior, the hotel looks quite grand and luxurious, and even the decor of the reception/lobby and pool area is quite nice. HOWEVER, service and quality of the hotel is below standard. My husband and I are lucky enough to be able to stay in 5 star luxury hotels when we travel and being a member of 3 different hotel chains, we feel that we know what to expect. Especially when it comes to price. Almost everything in the hotel was overpriced. To coffee (where a double expresso was charged at 180 MAD, which equates to approx EUR €16.65) to the food and other beverages available. Which may be acceptable if the price of coffee and food outside of the hotel was on par, but when even the price of a Starbucks coffee (which is normally quite expensive around the world) is a QUARTER of the price, it’s a bit ridiculous. The location of the hotel, although a nice area (Hivernage), is quite limited in restaurant choices. You’re surrounded by chained hotels and not much else. Which became quite a problem for our stay as we did not want to pay the exuberant prices for the food and beverage from the hotel, but we were forbidden to purchase any food of beverage from anywhere else. To the point that we were stopped by security when returning to the hotel one day, who proceeded to search our bags and made to feel like criminals while we waited for a concierge to become available and then tell us we were not allowed to bring the local pastries we purchased from a nearby bakery (which the hotel did not offer and also none of the restaurants in the hotel was open or serving food) Be prepared when visiting during Ramadan as there’s a shift with restaurant trading hours. Most restaurants either close early or open late (after 8pm), and with regard to the hotel, there was a different set up with their dinner service (a la carte became a buffet). All in all, we will not be returning to this hotel nor do we recommend anyone to stay here.

Really Poor Service

TripAdvisor rating 1.0/5

John K TripAdvisor review

Public areas well designed and laid out - very photogenic! Staff throughout hotel are unhelpful and lack any interest, charm or in some instances any politeness. This is especially true around the pool or as we call it the 'the ask 3 times area'. On first arrival it is unclear how the pool area works. There are no staff explaining where or how to secure towels or how the poolbar restaurant works. It actually uses a QR code which links you to an unhelpful app which does not always load on the patchy hotel wifi. Most of the pool staff are gathered around in groups of 3 talking to each other and studiously avoiding any eye contact with customers presumably for fear they may have to do something. They are herded by men in blue suits who throw their arms around and achieve nothing other than confusing the already reluctant staff. One day we ate at the pool restaurant. Walked up to table area and stood for several minutes as staff worked around us but did not acknowledge our presence or ask if we wanted a table. Eventually we sat - another 25 mins before anyone came to the table - another 35 mins before our food arrived. You really just have to keep asking if you want any service. On another occasion we ordered some tapas - after an hour we tracked down a waiter and asked when the order might turn up. He checked. That menu not available during the day (not that the QR/website says that) his colleague was new and should not have taken the order - even though no one had bothered to come and tell us the order was not being progressed. The standard of food at the pool bar was average and the menu not that exciting (if only they did tapas at lunch!) Breakfast food choice more impressive and a shout out to the omelette chef - the only smiling staff member we met in a whole week (not joking!). We didn't eat dinner in the hotel firstly as we were not at all sure where this was but we think there was only a buffet option and secondly the lack of service made us look elsewhere - so glad we did. Had super food and service across the road in the Nobu restaurant and sky bar as well as other places. Used the Sofitel spa for a Hamman which was ok but again the service with a smile was lacking and a towel might have been nice. Our room was comfortable and the bed very comfortable. Housekeeping could have consistently topped up tea/coffee etc - some days they did some days not - mystery. All reviews are personal and based on expectation vs delivery. That is the power of a brand - you supposedly know what to expect. We have stayed in several other Sofitel's both in Morocco and in other countries. All are far better than this one. We will not risk another Sofitel. A head office emergency team should be sent to Marrakech to fix the service in this hotel before too many customers realise the issues. It is leaking potential revenue by its terrible service - guests are eating and drinking elsewhere. We spoke to other guests who felt the same as us.

Dear John, I'm sorry to hear about your disappointing experience at the hotel. It sounds like the service fell far short of what you expected, especially given your previous positive experiences with other Sofitel properties. Your feedback about the lack of attention and efficiency from the staff, particularly around the pool area and in the restaurant, is concerning. It's understandable that such experiences can greatly impact your overall satisfaction with your stay. It's unfortunate that the service didn't meet the high standards you anticipated, particularly in a hotel of this caliber. Your detailed account provides valuable insights for both potential guests and the hotel management. Hopefully, your feedback will prompt the necessary improvements to enhance the guest experience for future visitors. It's great to hear that you found alternatives outside the hotel for dining and enjoyed better service there. It's a testament to the quality of options available in Marrakech. Thank you for sharing your experience, and I hope your future travels bring you more enjoyable stays.

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Price from: 1 night for 1 person in the room category identified within the same price range, excluding additional services and breakfast. This refers to the lowest public price, including all taxes (VAT and tourist tax included) for the accommodation concerned, found on https://all.accor.com/ site today, for a one-night stay in the next 20 days. Varies according to period and availability. The price is only guaranteed at the time of booking. All bookings (foreign) are payable in the local currency where the hotel is situated. Only the amount confirmed during the booking in the hotels local currency is guaranteed. An estimated conversion in your local currency may be given for reference but is not part of the contract. Your bank may charge you bank fees and/or exchange fees at the time of payment.