Novotel Marrakech Hivernage

The hotel’s location is excellent as it is walking distance to most of the tourist attractions in Marrakech. Has a huge swimming pool where you can enjoy and relax. However, service is very very poor. On the night that I arrived I requested a slippers by calling the reception, as there were no slippers in the room, but none came. Again the next day I requested again at the front desk and the staff promised to send it to my room, but nothing came. Once again on the 3rd day, I requested the same, as usual nothing came. Three different personnel at the front desk promised to send the slippers to my room but never keep their promise. So much bad service. Another issue with the hotel is the aircon system, it was not functioning during my stay. Only fan is working and it was hot inside the room. And I complained at the front desk and the staff said that the airconditiong were disabled as it still winter or spring season. I tried to open the window and door to the balcony to let cold air inside but unfortunately the road noise was terrible, so I have to close it. Had a really bad experience with Novotel Marrakech.

Hair dryer was not provided even after asking at the reception. There is bit of problem with some staff to communicate in English. Location is in new city so may need to take taxi if you want to go to medina. Could have maintained the bathroom cleaner not saying it is really dirty just could have maintained better. Swimming pool is nice but could have heated water when it is cold. Staff are nice, breakfast is nice. Room view is nice.

I had a good stay here - the room was clean and comfy, and the location was good to get around easily

The hotel was in a quiet location, the pool was nice. Unfortunately our room was very disappointing. In our first room the AC was not working. Maintenance came to fix it, there was a slight improvement but still not great. Then whilst opening the shower door, the door fell off the wall. This looks like it was because the door had not been maintained. This is not what you would expect in any establishment - let alone a 4* hotel. It also had the potential to be very dangerous, luckily I was strong enough to hold the weight of the door before assistance came. The hotel moved us to a new room and gave us a nice selection of food in our new room which was nice gesture although we would have expected more. The AC in the new room worked well so the room change was welcome. Unfortunately, the fridge in the room was leaking internally so we had to throw away food that we were storing in there as it became damp from an internal leak. One of these occurrences we could probably accept but to have three issues with repairing is not what I expect from Accor. The hotel needs serious maintenance!

Very poor management of the hotel itself. Our room said swimming pool view when we booked it, only to find there is no swimming pool view for our room type (which is a shame because it says on the booking). Bathroom was not to standard as the sink was getting blocked often. Toiletries were inadequate. Not a good choice, please consider alternatives

We had a bad experience with Aicha at reception during our first visit to Morocco. Her rude behavior showed a lack of respect and made us feel we were not treated equally. It felt like ****** toward us as Asians. We are human beings like everyone else, and we came to support your hotel by choosing to stay here. Being ignored and treated unfairly was very upsetting. We hope the hotel takes this seriously and improves service for all guests, no matter where they come from.

My room was very big and spacious. Top location

All good but when first came, the receptionist self busy and i waited long for chek in. And then must self fill form. The breakfest is so good and the service too.

The location is perfect, quite close to all the attractions. The hotel is a little old, shower and bath are tired. Shower gel and shampoo are very basic, sometimes no shampoo were provided. Breakfast is ok, but quite unpredictable - everyday there was lacking something new. Overall - nice value for money, but not really meets expectations from Novotel.