I would like to raise a complaint for a wrongful charge on my account from a cancelled travel industry stay that I would like rectified immediately. I had made a booking for personal reasons, but was then unable to travel, so I cancelled the reservation within the time period. The reservation was cancelled online and then I called the hotel to follow-up, who confirmed this had been cancelled and no charge. I have been charged over £320 for no reason and I have also alerted this to Accor. As a loyal customer – professionally and personally – of Accor, I would like this rectified asap, particularly as my friends still stayed at the hotel despite not accessing a preferential rate. I have contacted the hotel repeatedly and my request is being ignored.

A great stay. We arrived without luggage but there is a mall just 5 minutes away where we bought night clothes. It also had a great rooftop restaurant with excellent food. The concierges booked us wonderful guides, to the Atlas and the Medina. The pool was heated and we enjoyed a leg massage with Argan oil. The only downside for us, was that the Spanish restaurant wasn´t open for lunch. We prefer lunch to be our main meal. The night we arrived we went to the Moroccan restaurant and had the lamb. Absolutely first class.

Visit from UK. We enjoyed our 3 night stay but I believe the hotel is not 5*. More like 3 plus. Well, the hotel itself is 5* but our room was not. Arrival: absolutely beautiful and clean entrance/reception area. Grounds are beautiful. Check in was no problem and friendly staff. I took £500 in cash and exchanged this at reception upon check in without any issues. Please don't do what I do. I take credit card all over the world but on this occasion I did not. I preferred to use cash but the hotel placed a £300 hold/deposit on my debit card. I only took my spare savings debit card so had to quickly transfer money across . My fault but make sure your debit card is loaded with extra cash you won't be using for this if you are only bringing cash from the UK and don't want to take Credit card. Anyway, all fine and had assistance with luggage to the room. The room was nice and spacious but a few points: No do not disturb sign to use, no bin in the room except bathroom, separate toilet was very uninviting ( tiles looked dirty and toilet/area just looked old) it's nice to have a comfortable area to do your business in a 5* so this was definitely not, no iron in room even though stated there was, switch sockets were silver and looked dirty this could have been marks from cleaning but should be polished before new customer arrives and finally the shower was large with hot lovely water but again the tiles had splash marks that looked dirty, should be cleaned before new customer. So from experience room was 3*. Tiny balcony with nice view towards pool, used common sense and moved the table in between the two large chairs otherwise you could not move . No issues at all for us but just a point. Breakfast was lovely without complaint. Service: First impressions count! Our first afternoon we sat by the pool near the back for an hour. Lovely weather and like others we fancied a beer or cocktail. Two male waiting staff walked by more than 10 times without saying anything (considering it was service only!) we decided to be our British selves and walked along the pool trying not to look irritated and approached the bar area. We were stopped in our tracks so we simply said can we get a drink we are sitting bottom of pool, husband said no issues we are at bar now and we will just get own drinks. The bartender didn't want to assist and pointed us away to 'another bar' perhaps he thought we were sitting at the pool behind but had he listened he would know that we had simply been sitting 45 minutes without being able to get a drink. Anyway, senior staff came over took order and told us politely our drinks would follow to where we were sat. They did arrive about 15 minutes later but that first impression was not great. Just let us buy our drinks at the bar and apologise offering table service next time but seemed a fuss on. That was the only issue, seems minor but not 5* service. Location: 40 minute lovely walk to the square. M avenue, LE 6 restaurant 10 minutes walk. We never used taxi and walked everywhere( Our preference when travelling) . Check out: I wanted to give a good hour and half as that's just me, this allows time for queuing and a slow check out. No queue 11:45ish and lady receptionist very friendly and asked how trip was, what we had done. Paid tourist tax in cash using left over dirhams so all good. Card hold was cancelled and we did repeat this back and a receipt followed. No issues. As we left the file festival was on so front of hotel was jam packed with Police and taped off, no issues at all and felt completely safe throughout whole trip. The presence of security and Police is nice to see for us.

I booked the deluxe suite which is supposed to be the most luxurious suite. The hotel is beautiful. But the hotel decided to give me the last building in the hotel which my balcony view is a parking lot, a construction site and a street with loud cars and motorcycles passing by. I complained with management they said that, they don't have any other suite available, and MAYBE tomorrow will check if there's any availability for them to change my room with horrible view and loud car noises, Well after this from all the electrical outlets, 1 only works, and one of the outlets messed up my girlfriends Dyson hair blower. On the closet there's no hangers, so how are we supposed to hang the clothes? We tried to order room service, we called lobby 4 times till someone answered and they gave me a number to order room service (with the attitude we really don't care) After 6 attempts finally somebody answer, very hard to order because there is NO MENU believe it or not. In the check out, the receptionist ask us how was our stay I asked him terrible, he just smirked and not said another word. I would not recommend this hotel.

The Movenpick Hotel Mansour Eddahbi in Marrakech was probably the best hotel on our 16 day tour. From the lavish entrance to the two swimming pools to the spacious rooms, everything was excellent. The only complaint would be the long walk to some rooms as there are 3 or 4 buildings. Breakfast was excellent and location was very good.