Casablanca Grand Hotel

The buffet looked nice and was well provisioned, but the customer service was a disappointment and needs a lot of improvement. Our reservation included iftar and sahor, yet we had to argue at the restaurant entrance to get iftar. They eventually admitted their mistake, then confronted us again when my mum asked for coffee and said it had to be paid for upfront. That’s a shame, and not the kind of customer experience I expect from a five-star hotel.

The building itself was generally in satisfactory condition, but several service and communication problems made the stay disappointing. Before booking, I called to check that the pool was heated and open 24 hours. Instead, the water was cold and access was only from 8:00 AM to 4:00 PM, contrary to what I’d been told. I’d also prepaid for breakfast but was asked to pay again. The breakfast area manager handled it unprofessionally and confrontationally, letting a simple issue escalate unnecessarily. I’ve stayed at many hotels around the world and didn’t expect this sort of mismanagement at a place advertised as five star. The service and management didn’t match that rating.

The shower handle didn’t work, and it cost me important time getting ready, so I was late for a meeting. They seem to expect me to use the sink to bathe. Little failures like this can ruin a hotel stay. Now I’ll have to check everything in my room on future check-ins so I don’t get caught off guard like this again.

I saw employees getting off the employee bus and tossing food takeout trash outside, with the bags left right beside the bus. That’s trashy behavior for a fancy hotel. The workers need to be punished.