ZEPHYR Ifrane — Hotel in Ifrane

Earlier this week, I booked a reservation at Hotel Zephyr Ifrane, as I regularly do when traveling with my family. The reservation was confirmed for Wednesday, September 10th. However, due to an unexpected medical situation involving my father on Tuesday evening, I promptly emailed the hotel to request a postponement to Friday, September 12th.

Unfortunately, I did not receive any official response to my email. Aware that the reception line is rarely answered, I sought alternative means of contact and eventually obtained the mobile number for the reception desk. The staff member I spoke with was unable to confirm the date change and advised me to reach out to the reservations department via WhatsApp. After multiple attempts, I finally reached the person in charge, who requested a doctor’s note within 30 minutes. I complied and subsequently received an email acknowledging receipt of the document and asking me to confirm the new dates.

Despite confirming the revised dates, I received no further communication. After waiting 24 hours, I followed up via email and WhatsApp, but received no reply. I attempted to call all available numbers, yet no one could confirm whether the change had been processed or provide a new reservation number.

Given the lack of clarity, we decided to arrive at the hotel on Friday as originally requested, either to check in or to request a refund. Upon arrival, we were asked to wait several hours while the receptionist attempted to contact the reservations manager. However, we were informed that she was unavailable due to lunch and a subsequent meeting. By 4:00 PM—an hour past the official check-in time—I requested an immediate refund. This was denied on the grounds that only the reservations manager could authorize it.

When she eventually appeared, she informed me that I should not have arrived without confirmation, that the hotel was fully booked, and that no refund would be issued per their terms and conditions. I calmly explained that I had made multiple attempts to confirm the change and that a simple response via email or WhatsApp would have sufficed. Her reply was dismissive and sarcastic, stating that it was her prerogative to respond or not, and that I was free to file a complaint.

I reiterated that retaining payment without providing accommodation was unacceptable. She then offered an alternative apartment for two people, despite my original booking being for an F3 unit accommodating five. I declined this offer and insisted on a refund or adding another night without extra costs. As the situation escalated and it became clear that staying was no longer feasible—especially given the time (7:00 PM)—I requested a refund and compensation for the inconvenience.

Instead, I was accused of manipulation and attempting to scam the hotel. I calmly responded that I was simply requesting either suitable accommodation or a refund, along with compensation for the time lost. After a prolonged discussion, she contacted her superior, who authorized a refund. I was asked to submit an email request, to which I received an automated reply stating that the refund process could take up to six months.

Tensions rose among my family members due to the prolonged wait and lack of resolution. The hotel staff then called the police, alleging aggressive behavior and property damage—claims that were unfounded and unsupported. I explained the situation to the authorities and requested that they review security footage to verify our conduct. The hotel staff later confirmed that no material damage had occurred.

Given the exhaustion and stress experienced by my parents, I again requested an immediate refund which I received. As for compensation, I intend to follow up via email to address the lack of professionalism, the mishandling of a straightforward request, and the six-hour delay before any resolution was offered.

Bottom line, I TOTALLY...

While the hotel’s design is decent, the overall experience was disappointing due to numerous issues:

Crowded and Disorganized:

The hotel seems unprepared for peak seasons, leading to inefficiency and chaos.

Service Shortcomings:

No extra beds for children. Mini bar in the room was empty. The included breakfast was very minimalist and served in a chaotic, overcrowded setting.

Room Issues:

-No kettle in the room, only an espresso machine—but no pods were provided, and there were no instructions on where to get them. No vending machines in the hotel, making it difficult to buy water or snacks at night. Very cheap toilet paper. The balcony door was tricky to close properly; closing one side would cause the other to open. It required precise synchronization to secure both sides.

Lack of security:

Ground-floor room balconies had direct access to the pool but could not be locked, leaving you worried about potential intruders.

Parking Issues:

not a lot of parking lots , I had to park outside of the hotel premises and carry my luggage back and forth. Although staff helped once, this process was inconvenient and tiring.

Check-In and Check-Out Problems:

The check-in process was extremely slow. For check-out, a security guard approached me and demanded an outdated paper slip called bon de sortie—a prehistoric requirement that the reception is supposed to provide. The security guards wouldn’t let me leave without it, making the experience unnecessarily awkward and uneasy.

Other Missing Features:

No brochure in the room with essential information (e.g., reception phone number, Wi-Fi details, breakfast and restaurant schedules).

Key Card Problems:

The room’s key card was non-functional. Staff had to use a general card to open the door.

TV Issues:

The TV was not working because the hotel lacks a satellite dish that functions during snowy weather.

Although the staff was friendly, the lack of organization and preparation, combined with the inconveniences and outdated policies, made the stay stressful and far...

ABSOLUTELY TERRIBLE!! If I can give this hotel negative stars, I would!

Pros - Ifran is small in of itself, so the location is naturally convenient. From the outside, the hotel looks nice; it has a car park with a security guard.

Cons - whilst checking in, the 2 front desk receptionist were constantly talking to each other and laughing. It was very unprofessional. The room… it was absolutely disgusting. The room stunk of cigarettes, the duvet had smudges of dirt, the bathroom structurally looked like it was going to fall apart. The floors weren’t swept/mopped as there was hair everywhere! Even on the toilet, there was a long strand of black hair which could not have been missed if housekeeping actually did their job. The towels were worn and stained. Did not provide tissues.

The bed was uncomfortable. By the looks of how filthy the room was, we did not trust the bedding. We used our jackets to cover the pillow and use as blankets too.

We didn’t get any sleep and checked out at 5am just to get out.

The hotel basically looked like it was opened 20 years ago and they’ve done absolutely nothing to upkeep it.

We were fooled by the photos - other than the photo of the outdoor pool, everything else was severely misrepresented! This is NOT a 4 star hotel. AVOID...