Sofitel Marrakech Palais Imperial and Spa 5 stars

Customer review rating (ALL Rating) 4.6/5 2,001 reviews

Sofitel Marrakech Palais Imperial and Spa - Image 1
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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

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  2,001 reviews

TripAdvisor Rating  4.5/5  5,389 reviews

Great rooms & Service

TripAdvisor rating 5.0/5

Amy F TripAdvisor review

I had an absolutely fantastic stay at the Sofitel with my girlfriends for the weekend. The suite we stayed in was simply amazing. The service was top notch with staff going over and beyond to ensure we had everything we needed. Pool area was a great place to hang out with so much space. Breakfast had so much choice and I loved the haute croissantre area.

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 Service

Customer review rating 1.5/5

Jk Couples - Confirmed reviews ALL

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.

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Other web-users rate our hotel

  • 974 reviews 9.4/10 Location
  • 981 reviews 8/10 Room
  • 3,686 reviews 9.1/10 Service
  • 10 reviews 8.5/10 WiFi
  • 1,182 reviews 9/10 Food
  • 999 reviews 9.5/10 Vibe
  • 465 reviews 9.4/10 Breakfast
  • 400 reviews 7.6/10 Comfort

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