Relax Casablanca Voyageurs

Yaya was very helpful. I loved our stay in Relax Casablanca.

despite checking in with no towels and flush not working, i'll recommend the hotel due to near distance to train station and next to mall. only with 2 reminders was the towel and flush issue settled but alls good after that.

When I checked in, I was asked for payment, so I paid by card. I thought I had already paid, so when getting to the room, I checked my online banking, and sure enough, Agoda had taken payment in full back in July. I returned to the reception to have them refund the charge. Unfortunately, they refused to do this and claimed that they hadn't been paid by Agoda. They said that Agoda should refund me , which hasn't happened yet. The reviews for this place are generally good, but there if you look for bad reviews on *** and ***, you'll see that I'm not the first person they've done this to

Staff didn't know how to process Agoda payment. Had to pay in cash again, more than I payed before and more than if I booked somewhere else in advance. got back money from Agoda but due to conversation rate lost about 5% on initial booking money as well. We had to stay at the hotel for one night and chose this one because of its location near the train station. We got to the hotel after a long flight and when we came there, the receptionist (his name was Mehdi) said that he could not receive the payment for our booking (because we booked with a booking service and paid to them) and so he would not check us in. He wouldn’t admit that it was the hotel’s problem and not ours, and he refused to check us in even though it was late at night and we already had little time to sleep after the flight. The only option he could offer was to pay again and then maybe he would resolve the issue with the payment in the morning when his manager would come to work. That was super unprofessional from the receptionist, he refused to contact the booking service by himself, and we had to contact them by ourselves and asked them to email or call the hotel. The booking service specialist sent an email to the hotel and confirmed our booking, but the receptionist didn’t care, he was saying that he would not give us the room because he didn’t receive the payment. Then the booking service specialist called the hotel and tried to offer to pay for our booking with their own account but the receptionist declined this option! When we texted the booking service support later , they told us that the receptionist simply hung up the phone and then they tried to call him again to explain their option but the receptionist didn’t answer the calls. All this time he was just sitting at the desk and watched us sitting in the lobby. We also asked him to contact his manager and he said no. It was very difficult to communicate with the receptionist due to his poor knowledge of English and I am sure that because of that he didn’t understand what the booking service specialist was telling him. The booking service didn’t manage to agree on anything with him so we just had to pay twice (!) for our booking. From the moment we arrived at the hotel and the time we got to our room, two hours had passed! This is ridiculous and I have never experienced such bad service. The receptionist didn’t even offer us water while we were waiting there. As for the room - it was quite spacious but there were no slippers and no complimentary water. We tried to call the reception but apparently the receptionist decided to ignore us completely. The towels seemed quite dirty and the smell of sewage was coming from the bathroom. The windows didn’t close all the way and it got cold in the morning. So, the hotel left a bad impression - lack of professionalism and no customer focus at all.