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Novotel Marrakech Hivernage
Morocco, Africa
Marrakech
Discover the Novotel Marrakech Hivernage hotel in the middle of the trendiest part of Marrakech, where you can unwind and have fun in the many restaurants, casinos and Jet set clubs. You will love our cozy yet refined rooms. Take a stroll and discover the Koutoubia Mosque and the famous Jemaa el-Fna square. After a walk through the souks, relax in our outdoor swimming pool, and savor local delicacies in our casual, one-of-a-kind restaurant, Bazz'art.
The Local Area
Tripadvisor Reviews
3.5 Very Good2,178 reviews
Excellent
33%
Very Good
30%
Average
19%
Poor
10%
Terrible
8%
Location
Cleanliness
Service
Value
DO NOT STAY HERE!!!!
I am extremely disappointed with my experience at Novotel Marrakech Hivernage.
From the moment I arrived, things were already wrong. I had a reservation for three guests, but the room was not prepared accordingly. I had to call reception and ask them to set up the room properly, which should have been done before my arrival.
The biggest issue, however, was the air conditioning. It simply does not work. The system only provides heating, making the room unbearably uncomfortable.
I reported this multiple times, and each time I was told it would be fixed. Nothing was done.
At around 00:30, I went down to reception again, only to be told that nothing could be done that night. The staff member assisting me (Mr. Mimol, or similar) was extremely rude and dismissive, which made the situation even worse.
I asked to speak with a manager, requested a room change, and even asked to be relocated to another hotel. All requests were denied, with no solution offered.
Even my travel agency contacted the hotel on my behalf, and still nothing was resolved.
This is absolutely not the level of service expected from a Novotel or the Accor group.
I have also sent a formal complaint to the hotel management and to Accor Guest Experience, including a video of my interaction with the staff.
I strongly do not recommend this hotel.
Review by Naldo T Rio de Janeiro, RJ
Needs urgent staff training!
The facilities are good, the hotel is well located with a 15 minute walk to the medina and a 5 minute walk to modern bars and clubs. However, I found the service horrible. I was kept waiting in the lobby for an hour and a half before I could check in, despite arriving later than the designated 2pm check in. The staff told me check in was 3pm but the booking clearly said 2pm. When I was given my key to a room overlooking the pool I found it wasn't ready so was then reallocated to a room at the front of the hotel overlooking a busy road. The noise from the nearby bars was very loud, and the air conditioning was ineffective. The room was large and clean and by that point I didn't have the mental strength to complain and wait to unpack! During my stay I left my purse on a table, and it disappeared so had obviously been taken. I asked for the CCTV to be reviewed, which took them several hours and my asking continually. When it came to check out, they kept my luggage for a few hours and I'd booked an airport transfer the night before for 6pm, confirming three times it was for 6pm. Reception told me to wait in the lobby and at 6:10 I asked if it would be much longer and they told me that it was booked for 7pm I asked for them to request it straight away as I needed to check in luggage but they said no, 7pm would be fine as the airport isn't far! It wasn't until I started to complain that they grudgingly arrange a pick up. Horrendous service and experience, which is a real shame because it could be a very good hotel.
Review by Simone O Cardiff, United Kingdom
Avoid at all costs
Awful and racist staff. Mediocre service! We had to cancel on the day after waiting hours before room was ready to check in as it wasn’t even at 3pm! Despicable would NOT RECOMMEND
Accor management empower your staff
Well I ignored the reviews, as I wanted to form my own opinion. Feel complete empathy for the majority of staff. It's obvious senior management will not spend the money needed to upgrade parts of this hotel, and this shows on the faces of the staff. Mainly bathroom, toilet and general decor of bedrooms. Pool area and restaurant are fine. In the restaurant, you almost feel like staff have a small budget for the choices. To the point, that when they were replenishing the paper napkins, they'd put the minimum quantity out. Now there was one member of the team who let everyone else down. I don't like to normally call people out, but........ I wanted to wash my hair and therefore needed a hairdryer. I spoke to the receptionist Aicha and told her there wasn't one in my room. She insisted each bathroom had one fitted and she did not hold back in her rude tone. I checked and found mines did not have one. So phoned her from my room, she was still insisting I was mistaken. She said she would send someone up. Two hours later no one arrived. Luckily my friends were in the room next door, so I ended up borrowing theirs . So if you need a hairdryer, avoid room number 105. Accor management, you can't empower staff to provide a truly effective customer service without giving them the tools. And in this case you need to invest in the property.
Review by Jyoti Q Barton-le-Clay, United Kingdom
Do not stay here!
Terrible hotel. Rooms are very worn-down and old. Staff were also extremely slow, useless, and unnecessarily rude to customers. Room key stopped working after a day and we had to get a new one every day. It was extremely hard to get new towels to showe and staff wouldn’t bring new toiletries. Even with ‘do not disturb’ signs, the cleaning staff would knock your door in the morning to ask about cleaning your room. Staff said breakfast was included but on the last day they decided it wasn’t included and they would chatge extra. Do not recommend staying in this hotel if you want a pleasant and seamless experience in Marrakech because it was everything but that.
