Novotel Marrakech Hivernage 4 stars

We went here on 19/01/23 for drinks. We specifically ordered the second wine on the menu. At the end they claimed we ordered the most expensive one on the menu. We clarified this several time with the waiter we ordered from and he kept speaking over us. Then two other staff members approached us shouting that we ordered the other one. We explained that we never mentioned a wine we said the second one. They kept shouting and we had to pay the whole bill even though we were right!!! Never go here!!! Out to rip off tourists - worst experience of all hotels we have been to. We have never been treated this way before.

Arrived a bit late at the hotel after a long exhausting day from Sahara desert trip. While processing our check-in, the reception decided it was a good time to process a payment from Turkish Airlines pilot as well. Never happened to me before, because everybody should be in a queue, no? I also requested to have late check out in the following day, because we arrived at 8 pm anyway, so we wanted to sleep in a bit. But the receptionist said, I need to call again in the morning, because she can not check it at that time. I booked a room with swimming pool, but the receptionist gave us a room with building view. We were too tired to change the room so we just use whatever room she gave us. The bathtub also was broken, the drainage was not working. We ordered food using room service, again because we were too tired to go to the restaurant. But funnily, we can not pay in our room because the guy who delivered our food said the machine was not working. Why this was not informed to us when I made the order? Wonder why. Then I had to go down to pay to the restaurant because I had no cash in hand. The next day in the morning, I called the reception to ask whether we can have a late check out. The reception said it was not possible, because the rooms were fully booked. I checked online and found that the rooms were not fully booked. I asked the receptionist about this, and she said she would connect me to reservation or whoever she said in 15 minutes to talk about this. I called again in 15 minutes, then she said whoever she said is not available. So I just gave up. My boyfriend posted bad review in google, then in around 30 minutes, the reception called back and said we can have late check out.

Showers in rooms 420 and 424 dis not work properly. Bathroom lamp in room 420 never replaced. Safe in room 420 never had battery changed…technician thought it was to open. Front desk Ms. Aiaha Fassous and Imame Elkhambous, in special Imame, are the best and most professional staff I have seen over the years in Novotel/Sofitel. Kudos ro them.

Stayed here a few months ago. Incredibly helpful and friendly staff. Aicha at reception constantly went out of her way to help us, with taxis locally - as well as advice on the correct fare range, dinner reservations, and a driver to take myself and my colleagues out to the desert then even sourced on to pick us and our bikes up in the Atlas mountains, after a breakdown.

Good location as most areas are walkable within about 20 minutes or less. The staff are very friendly and helpful. Rooms are a good size. Breakfast offered a good choice.