Le Casablanca Hotel

I expected much more care from the hotel. My mother had to leave Morocco urgently because of a serious, unexpected emergency and couldn't make it to our reservation. We canceled right after booking and notified both the hotel and Agoda. Despite several emails and calls, including contact with reservations and management, we got no meaningful help. This wasn't only about a cancellation policy. In an exceptional family situation, there was no flexibility or understanding, and that was deeply disappointing. I expected more consideration. After you wrote back, I said I'd update this review because I couldn't comment. Thank you for responding. I want to clarify that I have written correspondence from Agoda confirming they were willing to process a refund, but the hotel itself denied the request. Agoda contacted the hotel more than once about the emergency, including after further review requests and after we provided supporting documents, among them a flight ticket showing my mother's urgent departure from Morocco. Even with the request made immediately after booking and the exceptional family circumstances, the hotel refused any refund or flexibility. This was especially upsetting because my mother had stayed here several times before and always had positive experiences. I hope management will reconsider and show more compassion to loyal guests facing genuine emergencies.