Sofitel Marrakech Palais Imperial & Spa 5 stars

Customer review rating (ALL Rating) 4.5/5 1,828 reviews

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Sofitel Marrakech Palais Imperial & Spa - Image 1
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Sofitel Marrakech Palais Imperial & Spa - Image 3
Sofitel Marrakech Palais Imperial & Spa - Image 4
Rue Harroun Errachid, Quartier de l hivernage, 40000 MARRAKECH, Morocco

Description

Hotel extras

  • Rooms and suites with views of the Atlas Mountains, pools or gardens

  • Free So Lounge access for hotel residents excluding weekends/special events

  • 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 the airport, 10 mins from Jemaa El-Fnaa and the modern city

Our accommodation(s)

Hotel location

Sofitel Marrakech Palais Imperial & 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  4.5/5  1,828 reviews

TripAdvisor Rating  4.4/5  9,451 reviews

Great room service and kids club

TripAdvisor rating 5.0/5

lava759 TripAdvisor review

The room service was excellent, Malek was really friendly caring and helpful. The service is prompt and quick so the food arrives in a timely manner. My young daughter wanted a banana and Malek kindly went out of her way to find one and deliver it to us! Kids club is amazing - my daughter had such a fun time it’s very clean, has lots of activities to keeps them busy, staff are also really nice and friendly. Nice experience at the spa too

Not Five-Star Service for Non-French Speakers

TripAdvisor rating 1.0/5

H6074EAmattr Couples - TripAdvisor review

Upon arrival, the front desk was not busy. Our passports were requested, and we were asked to take a seat to the side. Approximately 15 minutes later, I was called to the desk and we were finally checked in. I was offered a complimentary tea, but my wife was largely ignored during this time, despite sitting near several members of staff who failed to acknowledge her presence. This was particularly disappointing, given that I had just informed the staff member that it was my wife’s birthday and had requested champagne and cake to be delivered to our room later that day. The second issue arose when we were handed our room key but not told where our room was located. The third came when we had to call reception to ask about the whereabouts of our luggage, having waited over an hour for it to arrive. The pool staff were excellent. However, if you do not speak French, be prepared to feel like a second-class guest when dealing with the front-of-house team or concierge. We had booked this holiday to celebrate two birthdays, yet our requests for decorations, champagne, and cake (which we were happy to pay for) were repeatedly ignored. Despite several follow-ups, the matter was not handled properly. When we called guest services, the staff were abrupt and unhelpful. Ultimately, there were no decorations, no champagne — just a cake and a few scattered rose petals. This was unfortunate, as the hotel itself is very attractive and the facilities are generally good. Breakfast offered a wide and enjoyable selection, and the food at L'Orangerie was lovely with attentive service. By contrast, service at the SO Bar was substandard — inattentive and far below the standard we experienced elsewhere in the hotel. Frankly, if it weren’t for the fantastic pool staff, our stay would have been quite disappointing. In summary, if you speak fluent French, you may have a smoother experience. If not, be prepared for a rather curt and inconsistent level of service. The concierge appeared uninterested in assisting unless tipped in advance. We requested dinner reservations multiple times in a single day, only to be told to return later — those reservations never materialised. We ended up contacting restaurants directly to make our own arrangements. Having to request replenishment of complimentary bottled water, coffee pods, and sachets daily is not what one expects from a five-star hotel. Marrakech is a stunning city with much to offer. Sadly, the Sofitel has some way to go before it can match the quality and warmth of its surroundings.

Very good holiday

TripAdvisor rating 5.0/5

Colin P TripAdvisor review

Abdelatif The young concierge was very helpful and I am very grateful to How he Hoped me. The stay in this hotel was excellent. The hotel staff have been so friendly and I will not hesitate in Recommendind this hotel. Very nice holiday I will come back.

Dear Mr. Colin, Thank you for your kind review. We are so pleased to hear that Abdelatif and the rest of our team made your stay memorable. Your appreciation means a great deal to us, and we are grateful for your recommendation. We look forward to welcoming you back for another wonderful holiday at Sofitel Marrakech Palais Impérial & Spa. Warm regards, Ikram Jarid Director of Operations

Great stay

TripAdvisor rating 5.0/5

Cruiser15432810999 TripAdvisor review

Super hotel, fab service all round especially the guys at Palais Darkum: Abdellah, Ossam and Ilham looked after us very well. Would like to return soon - great rooms, pool and welcome. Choice of bars, food, came for business left feeling very relaxed.

Dear Guest, Thank you for your wonderful feedback. We are thrilled to hear that you had a great stay at Sofitel Marrakech Palais Impérial & Spa and that Abdellah, Ossam, and Ilham provided you with exceptional service. Your recognition means a lot to our team. We hope to welcome you back soon for another relaxing stay, whether for business or leisure. Warm regards, Ikram Jarid Director of Operations

Hotel let down by one member of reception staff

TripAdvisor rating 1.0/5

Jonny B Couples - TripAdvisor review

We stayed at the Sofitel in Marrakech after spending a few nights in a Riad in the Medina, and while the hotel itself is clean, well-maintained, and certainly has a more polished, resort-style feel, our overall experience was unfortunately let down at the very end. The stay itself was on the expensive side, but generally good—nice facilities, pleasant pool area, and most of the staff were friendly and helpful. However, our check-out experience ruined our impression of the hotel. Our flight was later in the evening and we enquired about a late check-out, only to be quoted a fairly eye-watering price of over £150 just to stay a few more hours. We were told, however, that this wouldn’t be a problem as they had a courtesy room with shower and changing facilities available for departing guests and that it didn’t require booking in advance. Unfortunately, when we went to reception to use this service, we were completely ignored by the staff, who seemed more interested in chatting amongst themselves. It took another staff member prompting them before anyone actually acknowledged us. Eventually, we were passed over to a staff member named Abdul, who was incredibly blunt and unhelpful. I noted that he wasn't wearing a name badge when other members of staff were - perhaps to avoid negative comments about his manner. He told us the courtesy room was occupied and made it clear we were an inconvenience for even asking. What really stood out whilst waiting at reception was the difference in tone he used with us compared to other (mainly older or French) guests—his whole demeanour with us felt quite dismissive. For a hotel with over 300 rooms, it’s surprising to learn there’s only one courtesy room for late-departing guests. When we commented that this was odd, he tried to gaslight us into thinking this was common for all hotels, when I know for a fact that many other hotels I have stayed at have been far more accommodating. The hotel wasn't full and when suggesting to using a spare room to quickly get ready he simply laughed and shook his head. We were left standing in our swimwear, bags packed, with a taxi due soon, and told to wait 30 minutes. When we returned, we were told to wait another 15. It was stressful and frustrating, and any queries we made about alternative options were shut down. To be fair, another staff member tried to suggest we could use the spa changing rooms, which did have showers, but Abdul quickly dismissed her before eventually relenting. In the end, we did manage to shower and change there, but it really shouldn’t have been this difficult. In summary, it’s a lovely hotel in many respects, but quite overpriced compared to other options in the area, and the poor treatment by one member of staff really spoiled what was otherwise a good stay. Some training around guest service wouldn’t go amiss, and frankly, they need more than one courtesy room for a hotel of this size.

Dear Mr. Brend, Thank you for taking the time to share such a detailed review of your recent stay at Sofitel Marrakech Palais Impérial. We are pleased to read that you appreciated the overall quality of the hotel, its cleanliness, facilities, and the friendliness of most of our team members. However, we deeply regret to learn that your departure experience did not meet your expectations and ultimately affected your impression of your stay. Please accept our sincerest apologies for the inconvenience and frustration caused by the handling of your request regarding the courtesy room and the attitude you experienced at reception. This is certainly not reflective of the high standards of service we strive to uphold. Your feedback has been shared with our management team and the individuals concerned, and appropriate measures will be taken to ensure better responsiveness and guest support, particularly during sensitive moments such as check-out. We truly hope to have the opportunity to welcome you again in the future, and provide you with the seamless and elevated service that you rightfully expected. Sincerely, Guest service Sofitel Marrakech Palais Impérial & Spa

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Other web-users rate our hotel

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  • 769 reviews 9.6/10 Breakfast
  • 522 reviews 8.4/10 Pool

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