Sofitel Marrakech Palais Imperial And Spa 5 stars

Customer review rating (ALL Rating) 4.6/5 1,917 reviews

Sofitel Marrakech Palais Imperial And Spa - Image 1
Sofitel Marrakech Palais Imperial And Spa - Image 2
Sofitel Marrakech Palais Imperial And Spa - Image 3
Sofitel Marrakech Palais Imperial And Spa - Image 4

Description

ALLSAFE approved hotel

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  1,917 reviews

TripAdvisor Rating  4.5/5  5,333 reviews

Customer review rating 1.5/5

Wassim M. Solo - Confirmed reviews ALL

Won’t stay there again and possibly delete my All Accor app. Bad service, guys from pool knocked on door with “do not disturb” sign on door cause he couldn’t find I had credit on from desk for meal I had pool side, got stopped by front door man because I had water with me…complained in person and emailed hotel…no response.

Wonderful Stay. Wonderful Staff.

Customer review rating 5.0/5

Ahmed S. A. Friends - Confirmed reviews ALL

The whole great experience started with Mr. Yasser from the reservation department who was very courteous and helpful. The check-in was so smooth. The staff members were so friendly and loyal to their work. I must not forget the wonderful personality of Hayat from the housekeeping who cleaned my room with special caring and attention along with her colleague, Khawla. Mariam was so professional at the SPA. Last but not least, Soukayna and Ahmed were very professional too. The location was excellent, The Food was so delicious and originally fresh. The cleanliness was excellent. The SPA was excellent. I recommend that you heat the pool with a little higher temperature.

Excellent location.

Customer review rating 3.5/5

Anthony D. H. Couples - Confirmed reviews ALL

Our only issue was the suite we had smelt musty, obviously dated and was well overdue a new carpet and furnishings.

They stole our jewellery! Spent almost 4000£ in a hotel and we had the worst experience on a holiday ever!

TripAdvisor rating 1.0/5

engliman Families - TripAdvisor review

They stole our jewellerys !! We went to this hotel for 1 week as a family spent almost 4000£ just for the hotel which btw has only breakfaat included nothing else! Also be careful when going to this hotel as they may steal your jewellerys! But we saw the photos and the reviews and since we are also content creators we decided to go here .when we went there the umbrellas of the swiming pool as shown on the advertisment were completley different colour and not vibrant at all! most of the images as shown on the website were not in reality ... the hotel said “we are under construction “ and we have removed lots of things.. ! But they still charging a lot for that hotel! there was dirt all over the pool since the constructions were continued during the day with loud noises as all the guests were relaxing on the kids swimming pool instead of the main swimming pool as that one was super cold and the kids one was heated and was overloaded with people! Anyway service at the swimming pool was so slow and no one paid attention at all! Every time we ordered something would come 2h later! the staff everywhere were careless..! The only people who were doing a good job were the ones holding the entrace doors.. It felt like 3 star hotel not 5* at all!! No entertainments like on other resorts or holidays where hotels keep their gusts entertained this hotel had nothing! Not even music played on the background on swimming pool or anywhere only silence and we were hearing construction all the time! We also travel around the world all the time and visited the best hotels and always was really good. None of our stuff were ever stolen! Anyway besides all this bad experience we also got stolen on our room lots of gold jewellerys!! we were so sad and we told the manager about it! Most of those things were engagement gifts! She suggested to go to the police station and report it as we did! I spent the day reporting at the police station and they came to investigate at the hotel.. But none of the staff were actually doing much about it… we let that go although the amount of the jewellery they stole was 3000£ and we were trying to enjoy our last days from our holiday and leave that to the police to investigate..! The jewellery was not found and we came back home very disappointed from this holiday! Definitely never going back there or would not recommend this hotel!

Dear Engliman, We sincerely apologize for the distressing experience you encountered during your stay at our hotel. It deeply saddens us to hear about the theft of your jewelry, and we understand the emotional value attached to those items. We take such incidents extremely seriously and are cooperating fully with the authorities in their investigation. Regarding the issues you raised about the pool area and the discrepancies between the advertised images and the actual state of the hotel, we sincerely apologize for any inconvenience caused. We are currently undergoing renovations to enhance our facilities, but it seems there was a lapse in communication regarding the changes. We are actively working to address these issues and ensure a more transparent representation of our services. In terms of the slow service and lack of entertainment, we appreciate your feedback. Rest assured, we are taking steps to improve our service efficiency and introduce more activities to enhance the overall guest experience. Your comments have been shared with our management team, and we are committed to making the necessary changes to prevent similar issues from occurring in the future. We understand your decision not to return, but we hope you might reconsider in the future, as we are dedicated to delivering a higher standard of service. Once again, we apologize for the inconveniences you faced, and we appreciate your understanding as we work towards improvements. If you have any further concerns or would like to discuss your experience in more detail, please feel free to contact our customer service team. Sincerely,

Once a nice hotel

Customer review rating 1.5/5

Michael A. A. W. Couples - Confirmed reviews ALL

No welcome for our diamond membership, no real pleasant people on the desk , my wife had to ask for the welcome drink of tea as they gave it other people but not her . I think the staff have been the worst from a sofitel that we have experienced. We always enjoy the attention we receive and the very high standards from every sofitel around the world, but not this one I'm sorry to say.

Dear Mrs & Mr w., Thank you for taking the time to share your feedback with us. We sincerely apologize for the disappointing experience you encountered during your recent stay. It is disheartening to learn that we fell short of meeting the high standards that you expect from Sofitel, and we genuinely regret any inconvenience caused. Your comments regarding the lack of a warm welcome for your Diamond membership, the service at the front desk, and the oversight with the welcome drink are of great concern to us. Please be assured that we take your feedback seriously, and we will investigate these matters thoroughly to ensure that such lapses do not recur. We understand how important it is for our guests to feel valued and appreciated, especially as loyal members. We appreciate your loyalty to Sofitel and are committed to addressing these issues promptly to regain your trust. In the meantime, if there is anything specific you would like us to address or if you have any additional details to share, please feel free to reach out to me at H3… Your satisfaction is our priority, and we look forward to the opportunity to make amends. Once again, we apologize for the inconvenience you experienced and appreciate your understanding. Sincerely,

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