Imperial Plaza — Hotel in Marrakesh Prefecture

I left this hotel feeling so guilty and annoyed at the service. I was on the rooftop where the swimming pool and gym are, and I heard meowing sounds coming from the top of the roof. There was a cat on the roof of the gym that was visibly scared and couldn’t get down. I went down to the front desk and asked if something could be done so that the cat could be rescued, and they told me they would send someone. I waited around 20 minutes and tried along with some other people to lift up chairs so that the car could jump down, but had no luck. A man arrived who didn’t speak English as well so we couldn’t communicate well (not holding that against him) and I saw him go on top of the gym roof from the back. I was hopeful he would bring the cat down but he came empty handed and went back to the elevator area to go down. I was confused but he pointed up, so I assumed he was going to go get some supplies or something and go back on the roof to save the cat. After like 30 mins, I asked a different employee about whether someone was coming to help the cat, and they told me that it had already been saved. I was confused because I hadn’t seen anyone save the cat or take it down from the roof, and I had been there the whole time. I went down to the front desk and asked them and they said that they had sent someone but the cat had not been saved yet, so I’m assuming some of the employees were lying to get me to drop the issue. After 30 more minutes of waiting to see if an employee would go on top of the roof and save the cat, I went down to the front desk to ask again, and they basically make the excuse that they weren’t table to go onto the roof and that it was too difficult to save the cat, even though I had previously seen the other employee go on top of the roof with no issue. I’m confused why they would go to all this trouble to lie about the cat then straight up refuse to save it, simply because “it was too difficult to go on top” (it definitely wasn’t.) I’m hoping the poor cat finds a way to get down because there is nothing I can do at this point (I didn’t have access to that roof) this seems like a simple problem to fix that can have a good outcome, but the hotel doesn’t seem to care that this cat is stranded on the roof and could die. I would give this hotel a higher rating but because of this instance, I feel horrible not knowing where the cat is now and how things will end up because of the lack of effort from the hotel. Please improve the service and don’t leave scared cats...

Would we visit again? Yes but only for a few days.

Upon arrival we were greeted very nicely by the reception staff (who can speak broken but understandable English), we checked in (be aware that hotels also charge hotel tax) and made our way to our designated bedrooms.

Room - First impressions of the room - good! But we weren't provided with any towels and we had to ask a few times before finally receiving them. If your plan is not to stay in the hotel but to adventure, then the room is suitable for you to sleep in, however if you plan on relaxing, the only place worthy, is the roof. The room itself does not include a mini fridge (as four star hotels should) even though it is mentioned in the descriptions of many booking sites. The bedroom furniture is worn out but the TV has two or maybe three channels that view English/American movies/news, which makes sitting in the room bearable. Bring your own travel iron as they do not provide you with one.

Food - Our holiday package included breakfast and dinner. However, we were not very happy with breakfast at all! Considering it was a four star hotel the breakfast was very limited (including tea, cereals, pastries, boiled eggs and salad) and when we requested for english breakfast (scarmbled egg in particular), they charged extra. Not all is bad, dinner was okay, edible and some days excelllent, especially the deserts. Drinks are not provided with meals other than during breakfast but even then it is only orange juice. You are forbidden from buying drinks from shops and can only purchase from the bar, we still used to sneak drinks in because the prices compared to the shops were ridiculous! 5x more than the actual price of the drink.

The rooftop swimming pool - Loved it! Especially on a real sunny day. There is always a life guard present, who is very warming and good to talk to. We got on very well with him. The view from the rooftop is stunning, especially on a sunny day.

Spa - The hammam was good but the massage was adequate. The massage lasted for maybe 15-20 mins but they then left us in the room to "relax" for half n hour (or atleast it felt this long). I wouldn't pay 450dhs for that again. My partner and I wanted to use the hot tub however, other than the awful weather, the hot tub itself wasn't the cleanest tub I've seen.

They just might want to reconsider their 4...

After playing in the desert, I didn’t really mind that the carpets, or my room was dirty, I had crack full of sand myself. I didn’t really mind that the TV was on the wall facing away from the bed; it’s such bad interior design that it was funny to watch something with a crooked neck. I didn’t mind that a stray cat was clawing at my door in the middle of the night. It was adorable. Classic Miaowakesh. I don’t mind that the food tastes bad and the water isn’t included. Wait… I’m starting to think this hotel doesn’t actually care…

The only reason I came here is because I have to exercise a lot this upcoming week in preparation for work, and seeing as this is a “4 star hotel” with a gym, it seemed perfect… But not only do you have to pay for the gym (they don’t advertise that on their site), to get in the gym you have to speak with someone at the spa front desk, and I didn’t know she was busy doing a massage so I knock, and knock, and finally am met with anger that i disrupted something I didn’t know was happening.

This hotel… it’s so bad, that it tests your patience and sense of humour. Maybe that’s what you want? Maybe that’s what you need! If on the other hand, you expected 4 star service from a hotel that advertises itself as such, please, please don’t come here. For the love of God or whatever you believe, please don’t ever come here.

Shame you can’t give 0 Stars. Zero. A void. Nothingness. A vacuum… which is certainly what the carpets need.

PS: The staff I dealt with were all kind, and the spa concierge’s anger was (sort of) understandable. But my 1 star is a reflection of the hotel, which...