"I stayed at the Savoy Le Grand Hotel in Marrakech, including in their jacuzzi suite, and the experience was unacceptable for a hotel of this category.
First, even basic room setup was poorly thought out. The coffee/tea table was arranged in a way that made it almost impossible to use the kettle without moving it to the very edge of the table and then moving the table itself closer to the wall socket. There was also only one electrical socket, meaning you could not use the kettle and espresso machine at the same time.
There were also basic housekeeping failures. In one bedroom of the jacuzzi suite, there were no large towels at all. For three guests, only two large towels were provided.
Communication with the hotel was extremely frustrating. Calling reception was often useless, as nobody answered on either of the two lines. This was around 4 PM, so not even during Iftar time. Housekeeping also did not answer. In some cases, my call to housekeeping seemed to be automatically forwarded to reception, but reception did not know this and simply forwarded me back to housekeeping, where nobody picked up. This went back and forth. On one occasion, I was forwarded four times and had to repeat the same question each time before someone finally answered.
The worst issue was cleanliness. I arrived one day earlier than planned and booked a cheaper room before moving to my suite the next day. In the morning, reception initially refused to let me move to the suite, saying it was still occupied. Later, when I finally entered suite 1419, I found it dirty. The jacuzzi had hair in it, and a hand towel had yellow stains. I immediately called reception and asked to speak with the general manager or housekeeping manager. Instead, I was forwarded to housekeeping services. After I explained the situation, the housekeeping manager and someone from guest relations came to the room. I showed them the dirty bathtub and stained towel.
After I asked to change suites, they showed me two other suites, one on the same floor and one on the 5th floor. Both were also dirty, and I found hair in both of them in front of the housekeeping manager and guest relations staff. They were visibly embarrassed. They then showed me another suite on the 1st floor, where I found what looked like a 30 cm long hair in one of the sinks. That means I personally saw four suites, and all four were dirty.
This also made it clear that the suites had actually been available earlier, despite reception claiming otherwise. The issue was not availability, but poor service and unwillingness to accommodate the guest properly.
I eventually chose suite 1507 on the 5th floor only because the view was slightly better, and I asked them to clean it again before I moved in. Even after this second cleaning, the hydromassage bathtub was still dirty. I still found hair, and when I started filling the bathtub with water, someone’s earplug came out. Later, after using the bathtub, there was something floating in the water that looked like bodily residue, possibly coming from the pipes. There were also more hairs, which appeared to come from the bathtub pipes rather than from me.
The bathtub itself was also poorly maintained. The silicone around the edges was damaged or missing across most of the bathtub, meaning water can easily go under the bathtub structure, where old dirty water may remain. This is extremely unhygienic, especially for a jacuzzi/hydromassage bathtub.
Overall, I should have left immediately and changed hotels. This hotel is not properly maintained, the service is poor, housekeeping standards are unacceptable, and the jacuzzi suites were disgusting. For a hotel presenting itself as a luxury property, this was a completely unacceptable experience."
