ONOMO Hotel Rabat Terminus

I did a duplication booking and i was not reimbursed even if the room was cancelled on my arrival and the hotel was full. I have tried to contact the reservation manager and called her 3 times on the phone and wrote 4 mails and no answer. I have used this hotel chain in the past but i do not think i will choose it again (nor TRIP.com as they were not able to solve this issue either).

Dear General Manager of Onomo Terminus, I am writing to convey my profound disappointment with my recent experience at your hotel. Regrettably, the service and conditions fell drastically short of what I had anticipated, casting serious doubt on the standards of hospitality at your establishment. Before our arrival, we called to inquire about the availability of the superior room we previously stayed in and enjoyed. Although we had already reserved through your website, the person on the line responded dismissively, stating, "You should have called in the morning; why are you calling now?" This tone was shockingly unprofessional and disrespectful, especially coming from hotel staff. Upon arrival, already weary from a long journey, they were asking for more money , white the confirmation e-mail mentioned 5000 dhs inclu ding taxes they were as king for 5400 dhs and insisted on getting 400 dhs extra. we checked into the room, only to find that the hot water was not working. I was left with no choice but to shower in lukewarm water, a dismal start to my stay. Furthermore, the air conditioning failed to provide warmth. Despite multiple visits from your technical team, the issue persisted. When I called the reception to explain that the room was unbearable, the receptionist coldly suggested we "wait until morning." Can you imagine being told to endure a freezing room overnight after paying a substantial amount for the stay? This response was as disappointing as it was unacceptable. Eventually, we were moved to another room, which involved repacking and relocating with my young child—a needless hassle that further tarnished the experience. This new room was at least clean, and initially, we thought things might improve. Today, however, after requesting the "Make My Bed" service, we returned to find the windows open, the room teeming with mosquitoes, and reeking of cigarette smoke. To make matters worse, my child suffers from allergies and asthma, making this situation particularly distressing and unacceptable. I am thoroughly appalled by the lack of basic service standards, courtesy, and care exhibited by your hotel. The experience was more reminiscent of a run-down, two-star hostel than a reputable hotel. This is not just a complaint about minor inconveniences; it’s a reflection of how poorly your establishment regards its guests. Now 3 days later each time they give me a key Card its functioning only 1 days, each time and day I have to come back to the reception for a new key. It’s 1 o clock morning and I am standing already 20 minutes with my child at the reception nobody is there and the key is not functioning. Do we have to sleep at the reception sofa ??? It a disaster this hotel such a bad service !!!!! I hope you take this feedback to heart and make immediate improvements. No future guest should be subjected to such a subpar experience. Sincerely, Mis Gharbaoui - room 321

The Hotel is in a confortable location next to the main train station. At the reception staff is polite and educated. Wifi works well. The best was the rooftop terasse with a magnifinat view. I had a Buffet with a good assortment. What realy makes me give a medium rating was the room which on the single positive side was that it was clean, on the negative side - no pressure on the shower and was hard to finish - poor batchroom - poor room without any carpet and old decor Breakfast Butet was normal: No cutlery and napkins on the table and week service. At all I felt sad in the Hotel.