Pullman Mazagan Royal Golf and Spa

Our stay began with a booking error caused entirely by the hotel. Despite having reserved two family rooms, we were told that our booking had not been updated in their system and were instead placed in three standard rooms for the first night. The following day, we were moved into the two family rooms we had originally booked, yet the hotel still insisted that we pay for the additional standard room that we only occupied because of their mistake. The condition of the rooms was appalling. They were infested with cockroaches, the towels were grey, worn, and stained, there was a constant sewage smell coming from the drains, and the rooms were dirty, with hair and dust throughout. The walls were damp and showed obvious signs of water damage and poor maintenance. To make matters worse, the air conditioning did not work. We repeatedly contacted reception and maintenance. A technician eventually came and assured us it would start working within ten minutes, but it never did. Despite several more calls, nothing was done to resolve the issue, leaving us in an unbearably uncomfortable room. The customer service was even worse. The hotel manager repeatedly called us demanding payment for the additional room, breakfast, and various supplements. He spoke to us in an aggressive and disrespectful manner, even shouting at us while we were travelling with our children. We had to ask him to remain professional and treat us with respect. Rather than apologising for the hotel's own mistakes, he made us feel as though we were at fault. The facilities were equally disappointing. The swimming pool was unsafe because many of the tiles had come loose, meaning our children were unable to use it. There was only one restaurant on the property with a very limited menu, leaving guests with few dining options. We also experienced misleading pricing. When we asked the hotel to arrange a taxi, we were quoted a price for a return journey. When we later went to book it, we were told that the quoted price was actually for a one-way trip. We arranged our own taxi independently for significantly less, and even the driver was shocked by how much the hotel had attempted to charge us. The experience became so unpleasant that we decided to check out a day early and book another hotel at our own expense. We even had to pay additional fees just to leave early because we no longer felt welcome or comfortable staying there. From the poor hygiene and lack of maintenance to the misleading charges, broken facilities, and extremely unprofessional management, this hotel failed on every level. We travel frequently and have never experienced such poor hospitality.

The most ridiculous experience and the most humiliating ever I’m still A guest here and literally I can’t wait to check out and leave this property

I am currently staying at the Pullman Royal Golf El Jadida under a fully prepaid three-night reservation. I traveled from overseas to Morocco to spend a very limited amount of time with my mother, and we chose this hotel with the expectation of enjoying a relaxing and memorable stay together. Instead, what should have been a pleasant experience turned into one of the most humiliating and disappointing hotel experiences I have ever encountered. Our first day at the hotel was unremarkable but acceptable. However, on our second evening, after spending the day at the beach, my mother and I went to dine at Patcha Mama, one of the hotel’s restaurants. As I was assisting my mother, who has mobility limitations due to knee problems, with pulling out a chair and helping her sit down, we were abruptly approached by a staff member whom I later learned was part of the housekeeping team. Without greeting us, identifying herself, or making any attempt to determine whether we were registered guests or restaurant patrons, she stated, “This area is only for paying customers. If you want to take pictures, go over there.” I was stunned. We were not taking photographs. We were attempting to sit down for dinner. More importantly, we were paying guests of the hotel with a prepaid reservation. The employee made an immediate assumption that we did not belong there without asking a single question. Her conduct was not only unprofessional, but deeply disrespectful and humiliating. The interaction left me questioning whether we were judged based on our appearance because we did not fit the stereotype of international tourists. Whether or not discrimination was intended, that is unquestionably how the experience made us feel. No guest should ever be placed in a position where they are made to feel unwelcome or treated as though they must prove they have the right to be on the property they have paid to enjoy. I have traveled extensively and stayed in luxury and international hotels around the world. Never have I experienced a member of staff making such an unfounded assumption or addressing a guest in such an accusatory and dismissive manner. Security was contacted, and the manager eventually came to address the situation. Unfortunately, his response compounded our discomfort rather than resolving it. Instead of handling the matter discreetly and professionally, he brought the employee directly to us and asked her to apologize in our presence. This forced us to relive an already humiliating encounter and placed us in another uncomfortable position. It demonstrated a lack of understanding of how to appropriately manage a guest complaint involving potential discrimination and public embarrassment. While the manager did apologize, he failed to explain what actions would be taken to address the employee’s conduct, what measures would be implemented to prevent similar incidents, or how the hotel intended to restore our confidence as guests. There was no indication that the seriousness of the incident was fully understood. Instead, we were offered tea and cake—an inappropriate gesture given the nature of the complaint. Our concern was never about receiving complimentary food or beverages. It was about dignity, respect, accountability, and ensuring that no other guest experiences the same treatment. As a hospitality manager myself, I understand that service failures can occur. However, exceptional hospitality is measured not by the absence of mistakes, but by the professionalism, empathy, and accountability demonstrated when those mistakes happen. In this case, both the initial incident and the subsequent handling by management fell significantly below the standards expected of an international hotel operating under the Pullman brand. This experience has irreparably damaged my confidence in this property. Rather than creating positive memories during the limited time I have with my mother, the hotel left us feeling embarrassed, disrespected, and unwelcome. I urge senior management to conduct a thorough review of this incident, provide comprehensive customer service and diversity awareness training to all employees, and ensure that appropriate corrective action is taken. Every guest deserves to be treated with courtesy, dignity, and respect—regardless of appearance, nationality, or assumptions made by staff. Unfortunately, because of this experience, I cannot recommend this hotel and will not return in the future.