Hyatt Regency Casablanca

An extremely disappointing experience and unworthy of a hotel that claims to be 5 stars. Upon our arrival, one of us checked in and we discovered an outdated room, with an old style, insufficiently clean, and a strong unpleasant odor. The hallways were also poorly maintained, with dirty carpets and rugs. As for the buffet, it was far from the expected level of a 5-star establishment: poorly presented dishes lacking finesse, with a quality that seemed inferior to that of some fast-food restaurants. However, the most shocking aspect remains the reception and management of our situation. After explaining my problem to the first receptionist regarding the refusal to provide a copy of our marriage certificate, another receptionist, to whom she was recounting our situation, made a grimace of discontent before coming to speak to us with a smile, unaware that we had seen her reaction. He then refused to check in the second person on the grounds that a married couple could only be accepted by providing a copy of the marriage certificate. We had, however, presented our identification cards as well as our marriage certificate so that they could consult it and verify our situation. On the other hand, we refused to provide a copy of a document containing numerous personal and confidential information. At no time did we refuse to cooperate. To our knowledge, no legal provision requires clients to provide a copy of their marriage certificate to a hotel. Moroccan authorities have also repeatedly reminded that citizens cannot be required to produce or submit a copy of this document in such situations. Despite this, the manager adopted an attitude suggesting that the hotel's internal rules took precedence over everything else and even went so far as to tell us, in substance: "If you have a problem with that, call the authorities." The most absurd thing is that their only "solution" was to suggest we take two separate individual rooms. A completely senseless proposal since we are a married couple. As if booking two rooms would prevent us from meeting afterward. This suggestion mainly gave the impression that they were not genuinely seeking a solution, but rather looking for an excuse to deny us accommodation and push us to leave the establishment. Instead of seeking a reasonable solution, demonstrating professionalism, or simply showing empathy when it was already 8 PM and we wanted to settle in and rest after our trip, the management remained categorically opposed. We were therefore forced to leave the establishment and, ironically, we found a better hotel just four minutes away. We were welcomed there with professionalism and courtesy, without even being asked to present our marriage certificate. This demonstrates that it is entirely possible to manage customer reception with common sense, respect, and professionalism. A particularly frustrating experience and a level of service that is far, very far, from the standards expected of a 5-star hotel.

I recently stayed at Hyatt Regency Casablanca and, unfortunately, my experience did not meet the standards I would expect from such a well-known international brand. My first disappointment was upon arrival. There was no concierge or staff member outside the hotel to assist with luggage. We had several heavy bags and had to carry them ourselves into the hotel in very hot weather. Even after entering the lobby, there was nobody available to welcome or assist us immediately. Eventually, a staff member approached us, but the first impression had already been disappointing. At check-in, the receptionist greeted us primarily in French. We responded in Arabic, making it clear that we were local guests, but she continued speaking mostly in French. I then explained that I do not speak French and preferred English, yet communication remained difficult. In hospitality, staff should adapt to the guest's preferred language whenever possible. This created an uncomfortable experience and did not feel welcoming. When we arrived in our room, we discovered that the air-conditioning unit was damaged and partially detached from the ceiling. More concerning was the fact that part of the air-conditioning cover had already fallen down. This presented a potential safety hazard, as it could easily have fallen on a guest and caused an injury. We immediately contacted engineering to resolve the issue, but such a problem should have been identified and repaired before the room was assigned to guests. Another frustrating experience occurred during our stay. There was a Moroccan football match taking place, and for more than an hour nobody answered our calls to Reception or Housekeeping when we requested bottled water. It felt as though the staff were more focused on the match than on assisting guests. Only after the match ended did we finally receive a response. Later, during check-out, I requested water. The request was acknowledged, but after waiting approximately 35 to 40 minutes, nothing arrived. This level of delay for such a simple request is unacceptable in a hotel of this category. Finally, during check-out, there was no effort to ask about our stay, no interest in guest feedback, and no warm farewell. The interaction felt rushed and impersonal, with little regard for the guest experience. While the hotel's location is excellent and the property itself is well-known, the service quality was far below expectations. Hyatt Regency Casablanca has great potential, but significant improvements in guest service, responsiveness, maintenance standards, and staff training are needed. This was my first stay here, and unfortunately, it left a very disappointing impression.

We checked in at the Hyatt but our rooms were not ready which was ok. The room are a bit dated and the smell on the floors is overwhelming, almost as though they are trying to hide a smell. We wanted to give our kids a bath but the water pressure was insane, to a point where you cannot use it without getting the entire bathroom wet. Not too mention that our AC didn’t work and our TV kept turning off. We had purchased lounge access with our room but they surprised us saying we had to pay another 350 dhs which we argued was insane since it was included with our room purchase. After arguing, the manager agreed to give it to us but at that point we were so angry that we decided to not use the lounge at all wasting 10000 points. Overall, I would stay at the many other hotels that Casablanca offers, this one is passed its prime.