Kenzi Basma

Disappointing experience due to the fact that once I arrived in the room and used the shower, I noticed that the shower gel dispenser was empty (also noted by others), and for the refill, I had to wait almost 1/2 hour and make repeated calls to the lobby; the buffet restaurant is quite poor in the variety of dishes.

I enjoyed my stay at the hotel Kenzi in Casablanca. I did really appreciate the professionalism and customer care of Mr. Adil (chef rang).

I am writing to formally lodge a complaint regarding the events that occurred during my stay at the Hotel Kenzi Basma in Casablanca on 04/15/2026, events that I consider unacceptable and totally inappropriate for a hotel establishment. Upon arriving at the front desk to check in, the staff informed me that there was no reservation under my name, supposedly due to a commercial issue. In response, I provided the paper reservation with confirmation number 24032026, which was initially ignored. The front desk staff insisted that no reservation was registered and informed me that I would have to look for accommodation at another hotel, since the hotel was supposedly completely full. Faced with this situation, I reiterated that my reservation was valid and requested the presence of a supervisor to clarify the matter. After waiting for more than 40 minutes at the front desk, and only after the intervention of a manager, I was finally assigned room number 410. The situation worsened upon entering the room, as it had glass doors that opened onto a small terrace that did not close properly. The doors were visibly smaller than the opening, leaving a gap of approximately 30 cm, which allowed cold air to enter the room directly. As a result, I spent the whole night unable to sleep due to the low temperature in the room, and I am currently under medical treatment for a cold, directly attributable to the extremely poor accommodation conditions I experienced. In my opinion, and from an objective point of view, this room should not be operational or assigned to any guest, as it does not meet the minimum standards of habitability, comfort, and safety that should be expected from your establishment. Given the seriousness of the facts described—the initial non-existence of my reservation, the poor management by the front desk staff, the unjustified waiting time, and, above all, the accommodation provided in a room that did not meet the minimum standards of habitability—I formally request a full refund of the amount paid for the stay, as the contracted service was not provided in acceptable conditions nor in accordance with the quality standards that your hotel should guarantee. For all the reasons above, I consider the full refund of the stay to be completely justified, as the service received was clearly deficient and caused both personal and health damages, directly as a result of the inappropriate conditions of the assigned room. To date, you have not responded to my request.