Hotel Club SUNGO by Pickalbatros - Marrakech

"The stay was average , the hotel is new and requires improvement . Rooms are exceptionally big but not cleaned well daily . Some pools are not cleaned well . Most staff are genuinely hospitable but require improvement . The food is repetitive at times not much variety and seemed like the previous days food had been put out . Burgers are very dry . We ended up with very loose bowels from the chicken skewers served . The drinks are of poor quality and the bars are disorganised. The bars ran out of ice most days . The VR rooms had machines that did not work . Be prepared for the flies , cockroaches. The bakery foods are left uncovered . The coffee in the lounge is better than than the restaurant. The desserts seem to be the same most days not much variety , lovely fruit . Beans and breakfast sausage at breakfast is not to taste , no variety on pizza . Not much variety in the Asian restaurant day to day sushi , chicken , dall and rice was on offer daily . Would benefit from an Asian chef”s input .most staff work very hard while some lack customer service experience. Be prepared to explore as we don’t get much of a talk through on amenities . The entertainment from the animation team was great and the highlight of the stay , the water park was fun . Would be nice to have more shops as hotel is isolated and weather was too hot for excursions. Portering team are wonderful . The restaurant team clear dinner service well . The gym is well equipped . Be careful not to slip on the floors , not enough wet floor signs . The hotel has potential to improve ."

"Well we arrived as usual, from our very early flight from Manchester which was trouble free and had a straightforward transfer to the hotel and had the various forms to fill and procedures to go through to be told our room was not ready and check in time was 3pm, NB the normal check out is 10am. We had arrived shortly before midday this is not an uncommon in our experience but does seam rather rigid for something that is normally known well in advance. That said we had requested a specific room and whilst the hotel had said that they would try but couldn’t promise, to our delight we got exactly the room that we had requested. So things were off to a good start! The accommodation here at the Sungo is certainly sufficient for us the double room is quite spacious but for our needs, and I admit that we do not travel light, there could do with being more hanging space for clothes. There was even more room when the third bed which we had not requested was removed. We had selected a room close to not only the main dining area but also one of the smaller quieter pools as that suits our holiday routine to laze, read, eat, drink and swim. If you promise not to travel when we do, please contact me for the perfect room to request! This is a big site but rarely seems to be crowded though we were told the hotel was full we never with a few notable exceptions had to queue for food or drink. There are numerous small pools which surround the exterior of the hotel and there is also a large central pool with a section reserved for toddlers and then there is the huge waterpark filled with slides and a “Go Ape” style raised walk platform to keep everyone amused. There are also three restaurants the main Buffet restaurant which is open for every meal and then two others which open at night the Moroccan and the Asian. Everyone has their favourite and typically ours were different so we spent the holiday choosing a different place every night and all of the food was tasty and hot. We had our pre dinner drinks in the sports bar typically and here is the first miss for the hotel to look at. Access to it is only by staircase there is no disabled access or help for people with children and buggies. There are numerous TVs to watch live sport which can be requested but not always can they deliver the match you want. There is a gym which has all the usual equipment but seems to be suffering from a lack of keys for the numerous lockers they have. I think the trouble is that previous guests have just left with them as there is no deposit or ticketing system for them. All in all we had a great holiday here everything we asked for was delivered and in particular two guys in the main restaurant Bahr and Fouad went out of their way to greet us and make us feel welcome and attended to our every need. There were a couple of incidents which did cause a bit of angst though, one in particular was upsetting and involved a man dying in hospital. He was given CPR for a long period of time at the poolside before the ambulance arrived, while an AED (Defibrillator) lay unused on the top of a cupboard in the nurses’ room as no one working at the facility had the knowledge or permission to use it. This I believe the GM of the hotel is going to address in the next few months. I have also raised my concerns with Easy Jet who are yet to formally respond, though the Reps onsite are referring this to the safety team based in Luton. PS have uploaded a load of photos but sadly no vids due to size"

"I am extremely disappointed with our stay at Pickalbatros Sungo Club Marrakech. We checked in today into Room 3124 as a family traveling with a 2-year-old and an 8-month-old baby, and the conditions are completely unacceptable. Upon entering, we found active water leaking from the ceiling. The ceiling paint is completely bubbled, waterlogged, and staining right next to the overhead light fixture—a dangerous electrical and safety hazard. To make matters worse, there is no hot water, making it virtually impossible to wash two young infants safely.  When I immediately requested a room change, the manager himself refused and simply stated they would "just fix the leak" while we occupy the room. Expecting a family with two small infants to stay in a room with an active structural ceiling leak and ongoing maintenance work is completely unhygienic and unsafe. If this is how the management treats families on day one, imagine what they give to other guests. Because this poses serious safety concerns, we are formally reporting these conditions to the Marrakech Tourist Police (Brigade Touristique) and the Ministry of Tourism. Avoid this resort."