"We stayed at Hotel Sungo in Marrakesh from 31st August 2026 to 14th September 2026, and overall we had a fantastic two-week holiday.
There is a lot to love about this hotel. The hotel itself is beautiful, the atmosphere is great, the facilities are lovely, and most importantly, there are some genuinely amazing members of staff who went above and beyond to make our holiday enjoyable and memorable.
For us, the main reason this is a 4-star rather than a 5-star review is our experience with the reception team and the way our concerns were handled.
Our concern with reception
During our stay, we became aware that different guests appeared to be paying different amounts of hotel tax. We spoke to several different families staying at the hotel and discovered that they had been charged different amounts.
Naturally, we wanted to understand why there was such a difference, so we approached reception to ask for clarification.
Unfortunately, we felt that our concerns were dismissed rather than properly addressed.
We requested to speak to a manager on numerous occasions throughout our two-week stay, but unfortunately, our request was never acknowledged. Despite repeatedly asking to speak with someone from management, nobody came to discuss our complaint or address our concerns.
We also requested a receipt clearly showing the amount we had paid in hotel tax, as we felt this was a reasonable request given the discrepancies we had noticed between different guests. Unfortunately, reception refused to provide us with a receipt and once again dismissed our request without offering a satisfactory explanation.
We found this particularly disappointing. As paying guests, we believe we should have been provided with clear documentation of any charges we were asked to pay, as well as the opportunity to have our concerns properly heard and addressed by management.
This was extremely frustrating.
We had paid a considerable amount of money for our holiday and, as paying customers, we simply expected to be treated with respect, courtesy and transparency. We weren't looking for an argument or confrontation — we just wanted an explanation regarding the different tax amounts and the opportunity to speak to somebody in management.
Our constructive feedback to the hotel would be to ensure that taxes and additional charges are applied fairly and transparently to all guests, with a clear explanation whenever there is a difference.
We also feel that the reception team would benefit significantly from customer service training. Unfortunately, during our stay, we found the reception staff to be unhelpful when we tried to raise our concerns, and we felt that our questions were not taken seriously.
We hope the management will take this feedback constructively, because a beautiful hotel can be let down when guests feel that their concerns are not being listened to.
The positives — there were many!
Having said all of that, I want to make it very clear that the reception experience did not represent the majority of our interactions with the staff.
In fact, some of the staff at Hotel Sungo were absolutely fantastic.
The cleaning staff were excellent, the restaurant and poolside waiters were friendly and hardworking, and the animation team were genuinely one of the biggest highlights of our entire holiday.
We would particularly like to give a huge and heartfelt thank you to the following people.
❤️ Badr — Restaurant Waiter
A special thank you to Badr, our waiter in the restaurant.
Badr was absolutely fantastic throughout our stay. He was always friendly, polite and attentive and made us feel genuinely welcomed whenever we visited the restaurant.
Nothing ever seemed like too much trouble for him, and he always greeted us with a smile. His friendly personality and excellent service really stood out to us.
These little interactions make a huge difference when you're on holiday, and Badr consistently made us feel well looked after.
Thank you, Badr, for your kindness and fantastic service.
❤️ Hassan — Lobby Waiter
A big thank you also to Hassan, who worked in the lobby.
Hassan was always welcoming, friendly and attentive. He had such a pleasant attitude and was one of those staff members who made you feel comfortable and looked after.
We always appreciated seeing him and the friendly service he provided.
Thank you, Hassan, for always greeting us with a smile.
❤️ Abderrahman — Poolside Waiter
Another special mention has to go to Abderrahman, who looked after us around the pool.
He was always friendly, approachable and served us with a genuine smile. His positive attitude made our time around the pool even more enjoyable.
It may seem like a small thing, but being greeted warmly and served by someone who is clearly happy to help makes such a difference to the holiday experience.
Thank you, Abderrahman, for your excellent service and your constant smile.
⭐ The Animation Team — The Real Stars of Our Holiday
And then we come to the animation team, who deserve an enormous amount of praise.
A huge thank you to Tito, Hiba, Dora, Doha, Momo, Sifu, Abdou and the entire animation team.
Honestly, you made our holiday so memorable.
From the morning onwards, the animation team were full of energy. They would come around and invite guests to participate in the different activities, encouraging everyone to get involved while never making anyone feel pressured.
There was always something happening, and the team created such a fun and welcoming atmosphere around the hotel.
Then, in the evening, they would put on amazing shows every single night.
You could see how much effort, preparation and teamwork went into the entertainment. They worked incredibly hard and gave their energy to the guests every day.
⭐ Tito — Animation Team Manager
A very special mention has to go to Tito, the manager of the animation team.
Tito is amazing.
His energy, enthusiasm and dedication were obvious throughout our entire stay. He clearly takes pride in what he does and works hard to ensure that guests are entertained and included.
He helped create such a fantastic atmosphere within the hotel, and you could see that the animation team worked very well together under his leadership.
Thank you, Tito, for all your hard work and for making the entertainment such a memorable part of our holiday.
⭐ Hiba, Dora, Doha, Momo, Sifu & Yousef
A massive thank you to Hiba, Dora, Doha, Momo, Sifu & Yousef
You all brought so much fun, personality and energy to the hotel.
From encouraging people to participate in daytime activities to performing in the evening shows, you always seemed to give 100%.
Your enthusiasm was infectious, and you helped create the kind of atmosphere that makes a holiday special.
And of course...
Momo — the Moroccan Will Smith! 😂
You definitely deserve your own mention! Your personality and sense of humour certainly made an impression and added even more fun to the animation team.
⭐ Abdou — An Absolute Asset to the Hotel
And finally, a very special mention to Abdou.
Abdou works through an agency, but honestly, we feel that the management team should seriously consider hiring him directly.
He was absolutely amazing.
His personality, friendliness, energy and interaction with guests were exceptional. He genuinely seemed to care about making sure people were enjoying themselves.
In our opinion, Abdou is a real asset, and we hope the hotel management recognises just how valuable he is to the guest experience.
If there is an opportunity for the hotel to bring him onto the team permanently, we would strongly encourage them to do so.
❤️ The Animation Team Made Our Holiday
Collectively, the animation team were one of the biggest highlights of our entire two-week stay.
From the morning activities through to the evening entertainment, they worked incredibly hard every single day.
They didn't simply turn up and perform a few activities. They constantly interacted with guests, encouraged people to get involved, created a fun atmosphere and then put on fantastic shows in the evening.
What impressed us most was their energy and consistency.
They gave so much of themselves throughout the day, and you could genuinely see the passion they have for their work.
The evening shows were particularly enjoyable. It was clear that a lot of preparation, effort and teamwork went into them, and we looked forward to seeing what they had planned each night.
To Tito, Hiba, Dora, Doha, Momo, Sifu, Abdou and the entire animation team — thank you.
Thank you for making us laugh, encouraging us to get involved, entertaining us and helping us create memories that we will take home with us.
You were a huge part of what made our holiday special, and we genuinely cannot praise you enough. ❤️
Final Thoughts
Overall, we had a lovely two-week holiday at Hotel Sungo.
The hotel is beautiful, the cleaning staff were excellent, the restaurant and poolside staff were wonderful, and the animation team were exceptional.
Our only significant disappointment was our experience with reception regarding the different tax charges and the repeated failure to have a manager acknowledge or discuss our concerns.
Hopefully, the hotel management will take this feedback constructively. With more consistent and transparent charging, better communication and improved customer service at reception, I believe Hotel Sungo could easily deliver a 5-star guest experience.
Despite the issue with reception, we have come away with many happy memories and would like to thank all the staff who contributed to making our holiday enjoyable.
A massive thank you once again to Badr, Hassan, Abderrahman, Tito, Hiba, Dora, Doha, Momo, Sifu, Abdou and the entire animation team.
You were fantastic, and you made our holiday one that we will remember for a long time.
4 stars from us — and hopefully, with a few improvements, Hotel Sungo can make that 5 stars for future guests. ⭐⭐⭐⭐❤️"
