Hivernage Marrakech

The hotel is clean, modern, and close to good restaurants and sightseeing. Aicha at reception was very helpful throughout our stay, handling check-in smoothly and recommending restaurants. We had a wonderful experience and I highly recommend it.

The location is the hotel's strongest point. The neighborhood is lively and convenient, with plenty nearby. But the hotel itself falls short of what I expect from a Novotel. It feels very old as soon as you enter, and the rooms are old too. Their condition makes them look dirty even after cleaning. The towels looked extremely worn, maybe 10 years old, and some had a yellowish tint. That's not acceptable for this category of hotel. Most reception staff seemed unprofessional, though one woman made a genuine effort to help guests and make them feel welcome. I stayed for two weeks and ordered room service several times. The food was very average, with the burger being the best option, though it was available only once. The menu is limited and the kitchen shuts at 23:00, which can be inconvenient. I also didn't feel fully safe by the entrance in the evening. The hotel needs renovation, cleaner rooms, and more professional staff to meet the Novotel brand's standards.

The evening manager was the best part of my stay: attentive, kind, and eager to help. The location is okay, with easy access to the old town, French quarter, and airport, but there's not much around the hotel and everything is at least a 15-minute walk. I was unimpressed overall. I've stayed at Ibis hotels with much better facilities and service. The rooms are spacious but basic, and the infrastructure is worn. The bar and restaurant were underwhelming, and breakfast choices were limited. It starts at 6.30, but hot food, even boiled eggs, and baked goods don't show up until well after 7. The hotel doesn't recognize Accor membership benefits unless you ask. Even then, they refused my early check-in, although it's part of my membership. Marrakech water isn't safe to drink, yet the hotel provides no drinking water and charges separately for it.

The hotel was relatively nice, but we left a pair of shorts in the room. When we called the next day to ask whether they'd been found and if we could pick them up, we were told there is no lost and found. They said housekeepers usually keep any items they find. That seemed extremely odd.