NADIA AHMED
As we were leaving the hotel and waiting outside for our taxi to the airport, a security staff member came to us and told us that reception was asking us to come back inside to pay for breakfast. This was shocking, as we never had breakfast on any of the days during our stay.
At reception, Khadija first tried to charge us city tax, which we had already paid on the day we arrived. After I told her this, she checked and confirmed that we were correct. She then continued insisting on verifying whether we had breakfast, calling her colleagues to “check,” despite me clearly explaining that our taxi was waiting and we were at risk of missing our flight.
Replying back to your comment.
We were made to wait unnecessarily, treated as if we were being dishonest, even though we repeatedly stated that we did not have breakfast. In the end, once she confirmed this, all we received was a simple “thank you” — no apology at all for the stress, delay, or accusation.
This is not the level of service I expect from a Sofitel. The way we were treated at the end of our stay completely ruined the experience. Why would guests eat breakfast and not pay for it?
I will never stay at this Sofitel again and would not recommend it based on how poorly this situation was handled.
We would like to clarify the situation, as there appears to be a misunderstanding.
We never agreed to any additional services, nor would we have done so on the day of departure, as we had an early flight. We are therefore not willing to pay for something we did not request.
We clearly informed your colleague that if we decided to proceed with the service, we would pay on the day. However, we explicitly stated that we did not want to make any booking at that time.
Additionally, no complimentary breakfast was ever offered or provided to us. It was incorrectly suggested that we had been receiving free breakfasts, which is not true. We were also incorrectly asked to pay the city tax again, despite it having already been settled.
We kindly ask that all communication and charges reflect the factual situation accurately.
Thank you for your attention to this matter.
Chynna Owen
We had a fantastic stay at Sofitel Royal Bay in September. The staff were so friendly and welcoming. Our room was nice and spacious, comfy bed and housekeeping were great. We were very impressed with the quality and the variety of the food and it was a highlight of our stay. We had the buffet for two dinners, both times were delicious with so much choice. As well as the buffet, one night there was a BBQ counter where you could pick from a range of meat, fish and seafood skewers, on another night there was a shwamara counter. Breakfast was also buffet style with a pancake station, with
different styles of freshly made pancake/ crepes and donuts.The pool is stunning and has lots of beds around it that are no additional cost. There is a private beach area within the hotel grounds (across a pathway from the beach) with more beds and sun canopies. It's about an hour walk to the marina area along the seafront, but taxis are everywhere and cheap. We had an evening flight back and the hotel allowed us to have a complimentary late checkout (2pm) to allow us a morning spent in the pool and beach with time to shower in our room before check out. The beach is lovely and the waves are brilliant for surfing. The hotel arranged a last minute private transfer to the airport (250 dirams) which was great. Would definitely recommend!
poppy hufton
So much nicer than the other Sofitel next door, larger rooms and much better pool and reception area. Access to beach but no bar on the actual beach. Can access other Sofitel next door who have a bar on the beach with sofa bed. Very easy to wave down a local taxi into downtown for only 30 dirham. Live music in reception area twice daily. Excellent breakfast with fresh juice bar. Strange that live egg station was outside.
Hashim Sirhindi
It is an amazing place to have a break and enjoy with the family!
The staff of the hotel is the real asset to the place. Everyone, was extremely polite and attentive.
The quality of breakfast and dinner is commendable and the willingness of the staff to make your breakfast and dinner a memorable experience was wonderful!
A couple of suggestions to make the experience even better
1) I understand that the customers were able to enjoy the Moroccan tea. It would be great if the customers can enjoy the Moroccan coffee experience as well! For example Nous Nous
2) The safe lockers in the room should not be placed above the refrigerator as the heat from the refrigerator was causing the contents of the safe locker to heat up
Nicky
We stayed for a week last week, half board with a young child. The weather is very unpredictable this time of year, we had many cloudy days but unfortunately apart from a rather sad kids club lacking toys, there was little she could do as the pools are not heated, no play areas, no entertainment for them.
The rooms are v average, many have no balcony, not 5 star. The staff are helpful esp in the dining, reception & chambermaids.
The food is poor quality, dry, no sauces, often over cooked & over salted. Reasonable choice. £6 for a sparking 75cl of water is really outrageous. The 5 star hotel I have reviewed in Marrakesh does not charge for any soft drink at half board. Almost no children’s food. The lunch by the pool was the best food we had, likely because they need to sell it. It was tasty.
The central Riad lounge area is excellent. Beautiful and relaxing at anytime of day. The opening roof is a great addition. Unfortunately the atmosphere can be spoilt across the hotel by the army of middle manager men strutting about through this large space with no regard for the atmosphere or other guests, all very odd.
Not one we would return to, but it could easily be improved.
My Booking
