luxury hotel in Casablanca

This luxury hotel in Casablanca knows what good service means

We all have to admit it. A luxury hotel can have high-tech amenities, state of the art facilities and rooms that won’t make you go out but when it comes to good service, unfortunately, not all of them can deliver. All these luxurious things are rated zero (or even negative) because good service tops it all.

When booking hotels, good service is hard to quantify because you only get to know it on the spot. Most of the comments on TripAdvisor must be from friends or friends of friends so that platform is becoming shady. Some hotels also allot a budget for reviews in websites like this because ratings can make or break their business.

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Guests will always remember good service, not the fancy jacuzzi

luxury hotel in Casablanca

The Kenzi Hotels has over 10 different branches all over Morocco. I’ve stayed in 4 of them and I have to be honest that Kenzi Sidi Maarouf offered the best hotel service possible. Below are some on how this luxury hotel in Casablanca is pulling off an impressive service and luxury hotel experience to their customers:

[us_iconbox icon=”fa-handshake-o” iconpos=”left” title=”A designated Guest Relations Manager” title_tag=”h6″]This is the first time I saw a Guest Relations Manager desk in a hotel. I think the job description is damage control manager. When things get out of hand at the reception, this Guest Relations Manager comes to the rescue in the hopes that he/she will solve everything. Anything. I stayed in all the Kenzi Hotels chain in Morocco and my main observation: all the Guest Relations Managers are women. I am not saying that it’s a gender-specific position. Of course, it can be for anyone. I just observed that women have can deal with things in a certain level of diplomacy that will save the day.[/us_iconbox]
[us_iconbox icon=”fa-file-zip-o” iconpos=”left” title=”Personalised at every point” title_tag=”h6″]I am not talking about the welcome letters in the rooms addressed to you but the personalised experience by addressing clients with their names. Restaurant, gym, spa, front desk, concierge, housekeeping – within the premises of the hotel, everyone greeted me with “Good morning, Miss Trisha.” Something that some luxury hotels forget to teach their staff. With this, I felt like I was home during my stay. Guest names, their children’s names, their nanny’s name, their driver’s name, their dog’s name, what car are they driving – everything is equally important. This will put a strongly positive weight on the overall guest experience.[/us_iconbox]
[us_iconbox icon=”fa-percent” iconpos=”left” title=”100% efficiency without trying hard” title_tag=”h6″]Aida, the Guest Relations Manager called me a few times to do the hotel tour. They make sure that guests know their facilities but I don’t have energy to do it so I kept telling her, “tomorrow.” I realised she is also a busy woman (damage control manager, remember) so I finally called her and said, “I’m sorry! Let’s do the tour.” She knows that I am a digital nomad and I have to maximise my hours working on the computer so she told me, “don’t worry, madam. We’ll do it quickly.” The tour took 10 minutes but Aida was able to explain everything clearly. In that short span of time, we went around the whole hotel (it’s big, I tell you) and I understood everything perfectly.[/us_iconbox]
[us_iconbox icon=”fa-language” iconpos=”left” title=”English-speaking staff” title_tag=”h6″]Morocco’s second language is French so upon landing, you will observe the struggle in communicating in English. Due to language barrier, things are not done the way we want it because it is what it is. We can’t do anything about it. Kenzi Sidi Maarouf perfectly hired staff who can communicate in English well. I mean, they’re not in native levels but when I ask for something (even a non-hotel-related question), they will answer it in complete sentences and not point their fingers or give me the what the f look. If they didn’t understand what I said, they will say, “I’m sorry madam. Can you please repeat that?” I hate it when you’re talking to hotel staff and they won’t even say they don’t get you. It only leads to more hassle and discomfort if they are pretending.[/us_iconbox]
[us_iconbox icon=”fa-car” iconpos=”left” title=”They went the extra mile” title_tag=”h6″]One good hotel service examples I’ve encountered with them is when I had troubles with the car that I rented and it drove me nuts. I called the car rental company several times, explained my case and still, they didn’t understand what I wanted to happen. When I was directed to another phone number (who, by the way, declared himself as a native English speaker but he’s really not), I called Miss Damage Control’s office and told her, “Aida, I am in trouble. They don’t understand anything!” I explained her my case, she called them and within an hour, I got my refund! I didn’t have to do anything but check my online banking if the refund came through. In some hotels, I observed that no one has the power to help guests anymore. As simple as asking for a good coffee shop with great Wifi connection seems to be a hard question to answer. Receptionists seem to be lazy because they are “busy.”[/us_iconbox][us_separator style=”dashed”]

Let's talk about the hotel

Kenzi Sidi Maarouf is rated a 4-star hotel. One of Casablanca’s hotels near airport, the main clientele is business people who are on short trips and wants to enjoy a little luxury in Casablanca.

  • 20-minute drive from the airport
  • 15-minute drive to the city center
  • Close to the main highways of Casablanca
  • Very quiet because they have their own compound

luxury hotel in Casablanca

The Kenzi SidiMaarouf Hotel offers 130 rooms (04 rooms for disabled people) combining comfort and modern décor, including 8 junior suites, 2 senior suites and 7 duplexes with direct dial telephone, satellite TV, air conditioning, individual safe , mini bar and a WIFI coverage in the rooms and in public areas.

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The Kenzi Sidi Maarouf has a wide variety of food options inside the hotel:

Le Market. An international buffet Restaurant with 150 seats for an around the world food experience.

Kitchen Restaurant. A bistronomique experience, where the plates are well thought of and well presented, for you to enjoy affordable luxury.

The Mezzanine. A bar good for hanging out and drinking.

Kenzi Sidi Maarouf has 30 rooms including 8 junior suites, 7 duplexes, 2 senior suites, and 4 rooms for disabled people.

All rooms are equipped with a telephone, central heating and air conditioning, a mini bar, an in-room safe, a satellite TV, WIFI, a bathroom with shower, a separate toilet, a hairdryer, a terrace and an office desk.

Others:

  • Reception 24/7
  • A lobby with comfortable sofas
  • Free WIFI
  • A business center
  • An upper balcony bar
  • Room service
  • An international buffet restaurant with 150 seats
  • An “À la carte” restaurant with 50 seats
  • A spa with hammam, sauna, jacuzzi and 4 private
    treatment rooms
  • A fitness complex
  • 5 Conference rooms with daylight for 10 to 150 people
  • A rooftop pool
  • Free parking
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Overall Rating

[us_progbar title=”Service” count=”100″ style=”5″][us_progbar title=”Value for money” count=”100″ style=”5″][us_progbar title=”Facilities” count=”100″ style=”5″][us_progbar title=”Rooms” count=”100″ style=”5″][us_progbar title=”Cleanliness” count=”100″ style=”5″][us_progbar title=”Wifi Connection” count=”92″ style=”5″][us_progbar title=”Location” count=”90″ style=”5″][us_progbar title=”Food” count=”82″ style=”5″][us_separator style=”dashed”]
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In the Hospitality Industry, how important is excellent service?

What does great service mean to you? What are your experiences with good and bad service? Can you recommend another luxury hotel in Casablanca that has the same level of expertise? Share your thoughts and ideas in the comment box below!

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Trisha is one of those people who left their comfortable life to travel the world and learn about life. Her style is to stay in one place she likes for 3 months (or more) to know what it feels like to eat, cook, speak, and sleep in another culture that isn’t hers. She'd like to believe she's not traditionally traveling but she just chooses to be somewhere else all the time. In no particular order, her favorite cities in the world are Barcelona, Buenos Aires, Hong Kong, Mexico City, and Tel Aviv.

Comments

  • July 8, 2017

    This looks like a beautiful hotel. HAnging in the jacuzzi must have been a real treat. Hospitality in Morocco is usually exceptional. I m glad you got to experience that too!

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  • July 8, 2017

    I feel like all I can say to this is “wow”. What an amazing place – love the service here, the personalisation and going the extra mile. Sounds absolutely wonderful.

    reply
  • July 9, 2017

    I really enjoyed reading this post. You’ve presented this hotel in such an interesting way, that it was really apleasure to read about your experience there. I couldn’t agree more that the good service is the one thing that guest will absolutely remember after their stay. That’s also what I value the most when staying someplace.

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  • July 9, 2017

    Now that is my kind of hotel. Nothing like top notch service, agree it’s not about the jacuzzi – it’s how people treat you like a guest in their own home. I have to go to Morocco!

    reply
  • July 9, 2017

    I love this hotel review. In fact, I think this is the first time I have actually believed someone’s review! Pinning for future travels

    reply
  • July 9, 2017

    Good service is always appreciated. I can see how well they have treated you here. Addressing by name by hotel staff is indeed commendable. Very thoughtful of the team to have trained their staff for this.

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  • July 9, 2017

    I think more than the ambiance of the hotel, it is the service that is really important and Morroco does good with that. I love that Jacuzzi.

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  • Megan Jerrard
    July 10, 2017

    Sounds like they really do go the extra mile – you’re right, I find many luxury hotels use their luxury status as an excuse to be stiff and rude, so it’s really incredible when they deliver on outstanding service too. I love how personalized your experience was and that all staff remembered your name. Really makes you feel like part of the hotel family!

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  • July 10, 2017

    Wow! This hotel seems to be awesome! I’m really surprised by their good service, even helping you with your rental car problems! I’d certainly consider staying at this 4 stars hotel when we travel to Casablanca! Thanks for sharing your review.

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  • July 11, 2017

    Being a digital nomad has its points of view!! Aida was nice !! But totally understand your point!!! Anyway I felt in love with the jacuzzi and i guess Morocco will be one of the next step!! Good review and honestly not expensive being a 4 stare hotel!!!

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  • July 11, 2017

    I am really thrilled with happiness in reading this post. This seems a great hotel. Thank You for sharing this post.

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  • July 18, 2017

    Great review! I have to say that that service must have been INCREDIBLE to not remember the jacuzzi first because it’s amazing! Also, I love your rating system at the bottom. Very efficient + easy to view, as a reader. It looks like it would’ve been a 5 star hotel instead of 4 star!

    reply

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