Hotel ibis Marrakech Centre Gare

The first evening, we decided we couldn’t stay in those conditions, especially after paying 120 euros a night. We had trusted the Accor standards and expected the usual ibis quality we’ve found elsewhere, but the room was filthy and worn down. There were toothpaste and soap marks on the bathroom walls, doors, and mirror, black hairs around the bathroom and room, and sand across a floor that hadn’t been cleaned. The bathroom doors looked as if they hadn’t been cleaned in ages. We asked staff to clean it or move us. They came, agreed it was in poor shape, then never came back with an offer. I went to reception that evening to cancel the remaining three nights and get a refund. They said it would be handled in the morning. Since we’d booked an earlier flight because we were so disappointed, I told them I’d be there around 6 or 7 am, and they confirmed it would be fine. At 7:20, a different receptionist was there, couldn’t speak English, and communication was very difficult. He said he couldn’t refund us without permission and that we’d have to wait for the manager, who was due at 9. We couldn’t stay that long because of our flight, and the night before we’d been told the problem would be resolved in the morning. When we asked them to call the manager, they said they couldn’t because it was night and he was asleep, even though it was already 7:30. They said it could be handled remotely and gave us a business card with two numbers supposedly for the manager of Ibis Centre Gare. I tried both. The first didn’t answer after several calls. A woman answered the second, but she didn’t speak English and could barely follow the conversation in French. It apparently wasn’t even a number for this hotel. Then, while we were eating breakfast, a cleaner threw a bucket of water across the floor right under our feet, though we were eating half a meter away. Disgusting. We now plan to contact the hotel by email and file a complaint with all Accor. The whole experience was surrealistically bad and extremely disappointing. If you go to Marrakesh, avoid this hotel.

Hamza made a real difference during our stay. He was professional, helpful, and always greeted us with a warm smile. His directions were clear, and his outstanding service deserves special thanks. Staff like him are a real asset and show what hospitality should be.

The staff were polite and well behaved, but that couldn’t make up for the poor condition of the room or missing basics. The TV didn’t work, the bathroom door was broken, and there was no iron or toothpaste, which is unexpected even for a budget hotel. The pool was always closed, so guests couldn’t use it, and the locker rooms were locked too. Advertising a pool under those conditions is misleading. The hotel needs to improve its room maintenance and be clearer about which amenities are actually available. It was a very bad stay.

The location is perfect and the stay itself was okay, but the service was inconsistent. Siham was a star and made us feel welcome. Another guy at the desk had such a bad attitude that he ruined the vibe. A shame, since the rest of the stay was good.