Sofitel Essaouira Mogador Golf and Spa

I was particularly disappointed by the experience I had even before having the opportunity to stay at this establishment. Wishing to make a reservation by phone, I got through to the front desk. To my great surprise, I was simply told that I had to call back the next day, as the reservations department was closed from 5 p.m. It is hard to conceive that a hotel of this category is not able to take a reservation or, at the very least, to collect a guest's contact information and ensure follow-up. I then asked for availability for a specific date. Here again, no concrete answer was provided to me. I was informed that it was impossible to confirm the dates due to renovation work. This response, imprecise and unprofessional, leaves an impression of improvisation and an obvious lack of mastery of procedures. As a hotelier, I am particularly sensitive to the quality of the first contact with a client. The front desk is the showcase of the establishment and the first point of contact with the clientele. It must be capable of informing, reassuring, and proposing solutions, and not simply telling the client to call back later. The Moroccan clientele is today increasingly demanding and perfectly aware of the standards of luxury hospitality. An establishment of this standing should invest more in the training of its teams, particularly those who are in direct contact with clients. I was ultimately never able to make my reservation. A disappointing experience that absolutely does not reflect the level of service one is entitled to expect from a hotel of this category.

Every time I ask about the restaurant for food or a drink, the security tells me it is impossible before midnight Note (security) because there is no manager you can talk to

1 star — Lost items, never returned. Customer service is non-existent. Pleasant stay, but the post-departure experience was nightmarish. I forgot two shirts and a perfume in my room. Photo as proof, evidence in hand. First contact on 05/26: the housekeeper lies, claims to have found nothing. After a second check that same evening, my belongings are found. The finance department is supposed to call me back within 48 hours. Since then: silence. 8 messages sent over 7 days. Not a single call, not a single email, no package. Registered mail sent to management. Response from the hotel: "we have followed up with the concerned department." A 5-star hotel that lies to its client about a found item, then ignores them for a week, is a disgrace. To be avoided if you plan to leave anything there.