Longue Vie Hotel — Hotel in Marrakesh Prefecture

Me and 2 of my friends arrived at the hotel at 11am and we were aware that the check in time was at 2pm so we waited in the waiting area till our room became available. The guests on arrival are greeted with welcome drinks however we never got that but everyone else on arrival received a welcome. As we entered our room it was a very small room and it had only 2 beds when we specifically told the hotel that there’s 3 of us and we require 3 single beds and they confirmed that there will be 3 beds. I then spoke to the receptionist known as Zainab who was very unhelpful and rude to me by saying that’s what you booked and thats what you’re going to get. We will send a single bed for you right now which never came to the room. We were waiting hours for the bed to be delivered to the room and it still hadn’t arrived. I went back to the receptionist saying that we are all really tired and that we would like to rest but the third bed still hasn’t arrived. I also mentioned that we booked a supreme bedroom and the bedroom that we have is very small and we can’t move around. The receptionist then made us wait another 2 hours for the room although it would’ve been longer if I hadn’t said could I speak to the manager as we have been waiting a very long time. The second I mentioned the manager the receptionist said the room is ready. We had to take our suitcases to the room ourselves. We were treated really badly by 3 reception staff, they were shouting at us in their language, laughing at us, making faces and rolling their eyes at us. I haven’t ever experienced such unprofessional behaviour in my entire life. For 2 days I was asking to speak to the manager and they would make us wait for ages by saying the manager is coming and the manager never came. Every time we would ask for the manager the reception staff would start talking in their language to each other and making faces at us. They also said the manager is on holiday in Europe. I then approached a senior in the restaurant and other member of staff on the floor asking to speak to the manager however they would try to help us by telling reception to call the manager but the reception staff would shout at them and told them not to get involved. The staff member confirmed with me that the reception staff was shouting at them to not get involved. Finally one of the staff members got hold of the manager and asked us to wait in the waiting area. In the time we were waiting I was trying to look at one of the receptionist name badge but there was no name on it and she realised that I was looking for her name so she picked up a badge with just the hotel name and put it in my face while rolling her eyes.

The manager finally arrived and we explained everything in detail as to what’s happened with us since arriving at the hotel. As we were talking to the manager, all 3 receptionists were trying to look over the desk and listen to our conversation and then they started talking to other staff and made them look at us too. The manager was very apologetic and said that this shouldn’t have happened to you and that we would like to offer you a free spa treatment which was nice of her however I asked for an apology from the staff that were disrespectful towards me and my friends which never happened. Every day we would go out and come back to the hotel, the reception staff would stare at us and make us feel very uncomfortable. The would talk really loud amongst themselves and laugh as soon as they would see us. I think they have an issue with South Asians as they were being kind to their own people and other races. I have visited Morocco twice previously and this experience with the hotel staff was shocking and unacceptable. I have never felt this uncomfortable and disrespected at any of the hotels I have stayed at and I would never like to go back to that hotel again. Unfortunately, I would not recommend this hotel to anyone purely because of the experience with the reception staff. I would highly recommend that the reception staff should undergo professional customer...

Reception: The Customer service is exceptional. All staff within the property are very, very helpful extremely friendly and nothing is too much of a problem to assist their guests.. Many staff speak French Arabic and full or broken English.

Room / facilities: Room number 201 is on floor 2 and is clean and has an adjoining door to the next room. We stayed 4 nights.

Full-self control air conditioning with a door that opens to the balcony.

The room has a king bed, workbench area with ottoman, storage area for luggage, a small bar fridge, 2 daily water bottles, tea and coffee facilities, (the coffee cups were not cleaned correctly by the cleaner and still had coffee stains in the cup- which were placed back in the drawer), hanging area, safe bathroom with walk-in shower, large comfortable king bed with two pillows for each person, bedside tables and a sitting chair, flat screen TV. The bathroom towels are very thick and very thirsty and luxurious to use. The toilet hose also leaked causing water puddles on the floor.

The flat screen TV on the wall is not straight and leans to the right when looking at it, the carpets need a very good deep clean as there is stains throughout the whole carpet area.

Surrounding Noise. Our room had a balcony facing the open air internal atrium, overlooking the open air dining area. As we sleep with the balcony door open, we heard the set up of breakfast in the morning, which made some noise into the room in the early morning prior to breakfast.

On our last night, as the atrium faces a separate block of apartments, there were three inconsiderate self-absorbed individuals (men) that did not care about anybody other than themselves and made vast amounts of noise from 11.30pm pm until 3.00am in the morning.

As their balcony opened up to the hotel atrium, the laughter and loud speaking noise echoed and echoed and carried even further at night.. every hotel room that faces the atrium heard this noise. During the day they have the apartment window shutters down to keep it quiet for them. It’s just a pity they didn’t have any respect and consideration for other residents or hotel guests around the area.

Parking: is available at no cost. Entry to the car park is around the corner of the hotel, off the main street, where there are hotel staff manning the entry gate. The car park has a steep thin, one lane ramp leading to the basement parking area.

Wifi: Complementary and very good speed, password required.

Breakfast is a buffet style with lots and lots of food variety, salads, breads, pastries, cheeses, hot dishes, but very little to suit my pallet. Fresh Eggs are cooked your taste and are available every morning however, the bread toaster is extremely slow.

The rooftop pool has brilliant city views and breathtaking sunset views.

Conclusion: Fantastic hotel, great location with brilliant staff.

Letdowns: Noise from general area and neighboring apartment buildings.

Location / Nearby: City Mall, Marrakech Gare (railway station), Mcdonalds, KFC, Starbucks, Grocery store.

Getting to hotel: If arriving by car, best use GPS, There is an airport bus available that stops nearby or...

I only stayed one night at this hotel, my last night in Marrakesh. When I checked out of the Grand Plaza Hotel, I thought I was checking into this hotel. The receptionist told me I had to wait a few hours until 3 o’clock for check-in and my room to be ready. She seemed condescending when I asked if I could check in early. I asked for the first aid box, but she didn’t know what a plaster or a first aid box was. She had to Google First Aid and Plaster. She claimed to speak American English, not English from England, where most of the hotel’s customers are from. If someone was having a cardiac arrest, clearly this receptionist wouldn't know what to do - she would probably Google cardiac arrest. shocking! Anyway, I left my bags with the concierge and went to the rooftop pool. I waited nearly 40 minutes for a waiter to serve me, but no one asked if I wanted anything. I decided to leave and went to a nice restaurant elsewhere. Whilst focusing on the negatives, I just want to add my room had one working phone despite having three, and there were no instructions on how to call reception. Pressing zero didn’t work.

On the other hand, when I returned from my nice restaurant, the reception staff was different. He was extremely friendly, helpful, and attentive. He made the experience much better.

The spacious suite I was in had a lovely 180-degree balcony view. The comfortable bed and nice shower were all a delight. Unfortunately, due to my experience at the rooftop pool/restaurant, I opted for another restaurant in Marrakesh for dinner. When I returned, the helpful night staff ensured my wake-up call was set.

The next morning, another staff member had my boarding pass ready and was eager to assist. I informed him that my driver from booking.com would arrive soon, but he didn’t show up, so I missed breakfast. The helpful reception staff called the local company that was supposed to pick me up. The member of staff went above and beyond to help me get to the airport and recommended taking a hotel car. I don’t know the staff member’s name, but I’m grateful for his assistance. I was worried about being stuck in Marrakesh or missing my flight.

Despite some issues, the service was remarkable. The hotel quality is high, it's definitely a four-star hotel. If I knew this hotel existed before arriving, I would’ve booked it for my entire stay. While I only stayed one night, the service wasn’t what I expected initially due to the condescending staff member I had to deal with.

Unfortunately, I won't be returning to Marrakesh, but I highly recommend this hotel. It’s worth staying here.

Some of the helpful staff deserve a special mention, especially the gentleman on reception on the morning of the 15th of May. He showed empathy, diplomacy, and exceptional customer service - maybe the two female members of staff who served me initially could learn from this member of staff on how to deliver exceptional customer service. If the senior management team are reading this, they should promote him.

Also a big thank you to the driver who took me to...