One of my favorite hotels in Casablanca, thanks to its central location, great views, and excellent service. My last stay was just a few days ago, and I truly enjoyed it, particularly thanks to the great support and attentiveness provided by Mr. Axel, the General Manager, as well as the warm and welcoming service of Mrs. Sahar from the reception team.
We stayed at a few Sofitels worldwide and this stay was unfortunately a huge disappointment. The rooms were so dirty, the carpets had a grimy feel to them. The bedsheets had fresh stains and did not seem laundered. The shower door handles were rusty. The floor had debris not vacuumed up and the WC as well. I was glad we were only staying one night. The hotel doesnt place any emphasis on cleanliness and hygiene. The only plus side - the breakfast was elaborate and there was a huge selection.
The hotel is very nice with comfy rooms. It is well located close to train station Casa Port. There's a Japanese restaurant and a bar open till late at night. Wellness facilities are a welcome plus with a gym, spa and swimming pool. Recommended when visiting Casablanca.
Reception is formal and unfriendly with staff more interested in chatting and laughing amongst themselves than guest experience. No effort made to accommodate requests or empathy for any difficulty. Rooms are of varying standard despite same categorisation. I stayed on arrival in Casablanca and room was fine - although the QR code for room service returned a “subscription expired” message. Staying as I left Casablanca was a totally different experience - room was smaller, in need of some TLC/repairs, had some unusual features and was grubby. Couch was stained, carpet in need of a vacuum and it didn’t appear that anyone had moved the sliding door to clean for months. Very disappointing and not worthy of the hotel’s star rating. Hot food at breakfast buffet is barely warm and not replenished frequently enough - three breakfasts all with the same experience. The brasserie is also used as a seating area for arriving guests waiting for a room which confuses the atmosphere. The saving grace is that the staff in the brasserie are friendly and welcoming.
Sofitel Casablanca is one of the worst hotels I have stayed in. It does not deserve its star rating. The management shows no understanding of basic hospitality standards, and housekeeping is a complete failure. I expected the property to feel dated and in need of refurbishment. What I did not expect was the shocking lack of cleanliness. At check-in, my room was dirty. The receptionist apologized and offered another room on a higher floor, presented as an upgrade. Unfortunately, it had the same issue. It was not clean. Housekeeping was sent again to “rectify” the situation. Without a vacuum cleaner, I am not sure how they intended to clean the carpet properly. To compensate, the hotel invited us to dinner on behalf of the General Manager. The following day, I returned from the city to freshen up before heading out again. My room had not been cleaned at all. After already raising a complaint, it is difficult to understand how this could happen. Once again, I waited for housekeeping to address the issue. During that time, I spoke to the Manager on Duty, who at least was apologetic. I showed him the bench near the elevator on my floor. I had left daily written notes there, yet it had clearly not been dusted for days. I never heard from senior management. There was no follow-up and no visible concern. I understand the hotel is planning a refurbishment. Let me be clear: old furniture is not the problem. Cleanliness and standards are. As a Platinum member, I expected my loyalty to matter. It made no difference. If you are planning a trip to Casablanca, choose your hotel carefully. Sofitel should not be one of your options.
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