Savoy Le Grand Hotel

I have stayed at the Savoy Marrakech almost every year for the past 10 years. I celebrated my 30th birthday here and returned last year to celebrate my mum's 60th birthday, so writing this review is genuinely disappointing.

Unfortunately, this was by far the worst stay I have experienced.

The room I was given was not the room I have always booked and stayed in, and it looked nothing like the room advertised on the hotel’s website. There was also a persistent unpleasant smell coming from the bathroom throughout our stay, we repeatedly had to ask for towels and bottled water, and after extending our stay, we returned to find the room had not even been cleaned.

To make matters worse, we saw cockroaches in the hotel lobby, which was very surprising for a hotel of this standard.

The biggest issue, however, was the customer service.

After checking out, I realised I had accidentally left my keys in the room. I immediately called the hotel from the airport after being advised that, if the keys could be retrieved quickly, I might still make my flight.

On two separate occasions, members of the reception/back-office team ended the calls before I had finished explaining the situation or before offering any meaningful assistance. As a result, I missed my flight and had to remain in Morocco overnight before travelling home the following day.

As a woman travelling alone, this was an incredibly stressful situation that I believe could have been avoided had someone simply been willing to help.

When I eventually returned to the hotel, my keys were still exactly where I had left them. The only member of staff who showed any kindness, professionalism or willingness to help was the concierge, who was excellent throughout and is a credit to the hotel.

What has disappointed me most is not just the stay itself but the way my complaint has been handled. Despite acknowledging some of the issues, the hotel has completely failed to address the missed flight, the additional costs I incurred, or the lack of assistance that led to the situation.

After almost a decade of loyalty, I never expected to leave feeling this disappointed. Sadly, I can no longer recommend the Savoy Marrakech.

We had a family stay at the Savoy Hotel, and overall the stay itself was enjoyable. The breakfast was very nice, dinner was excellent, and the rest of the staff were friendly, helpful and provided excellent service.

There is some renovation work taking place, but this didn’t really affect our stay or cause any inconvenience.

The location is excellent, with Menara Mall right next door, making shopping very convenient. There are also shops on the second floor where you can pick up any last-minute souvenirs, which was a nice bonus.

Unfortunately, the main reason I have given the hotel only 2 stars is the experience we had with the reception staff. Their attitude was rude and unhelpful, which was disappointing and really put a negative impression on what was otherwise a pleasant family stay.

It’s a shame, as the hotel has a lot going for it excellent food, great location and some very good staff. Hopefully the reception team can improve their approach to guests, as this would make a big difference to the overall experience.