Mövenpick Hotel And Casino Malabata Tanger

I was looking to spend our anniversary at a 5 star hotel ,I chose a reputable brand such as mövenpick which has one of the highest standards. Today was our first day and We are here for 6 nights I opted to pay for a full sea view room, as you can see from the picture, it's not actually a full sea view due the wall ,rather a partial sea view. It was a waste of money to pay for the premium sea view room. We wanted to sit on the balcony and watch the sunset, which is quite difficult to do as it's so small, it's only suitable for 1 person. This was going to be one of the highlights of our stay. I have to say the staff are brilliant, the room was clean and due to my wife struggling to get in vand out of the bathtub they gave a room with a shower. I was happy they showed empathy towards her. Overall, i would say good but disappointed with the partial sea view when paid Extra. It's been 3 days. i have to say it's a clean and professional establishment, and I would recommend staying here. Thanks to the whole team. Hi just responding to your reply, thank you for taking the time to read my concerns , I would like to correct a few things, it was mentioned that i appreciated that you change our room which demonstrated understanding my wife's condition. Originally, while booking i paid additional for the sea view ,instead of the partial sea view. At the time I raised this concern regarding the balcony and view your colleague stated all sea view rooms are the same and i was never given the option to upgrade to ambassador room for additional cost which I would of happily paid for. I just wanted to clear this misconception. I am compelled to change my opinion about this hotel after spending a week even with the issues at the beginning i would say my stay has been good especially thanks to the receptionist , I believe her name is zinab. I would certainly come back , the grounds are well maintained, and the staff are even better always willing to help. Thank you

I am writing to express my serious disappointment with the overall experience during my recent 6-night, 7-day stay at Mövenpick Hotel Tanger. My expectations, based on Mövenpick’s international reputation and five-star classification, were entirely unmet. This trip was meant to be a relaxing break, yet it quickly turned into a frustrating and stressful ordeal. 1. Lack of Pricing Transparency & VAT Charges From the moment we arrived, the experience began on the wrong foot. At no point prior to or during booking the lack of transparency was highly unprofessional and left us feeling misled from the start. ⸻ 2. No Welcome Guidance or Assistance After check-in, we were simply handed a room number with no help, no directions, and no escort—despite the hotel’s large layout and it being our first time at this property. For a five-star hotel, this level of disinterest in welcoming new guests was astonishingly poor by reception. ⸻ 3. Unacceptable Room Conditions and Hygiene Issues We were allocated a “classic” room which turned out to be shockingly below acceptable standards, even for a budget hotel, let alone a luxury brand like Mövenpick. The following issues made our stay especially unpleasant: • No towels or bathrobes were available in the room upon arrival. • The bathroom had visible mold along the walls, especially near the shower area. • The headboard of the bed was dusty, and the floor under the furniture looked like it hadn’t been cleaned for weeks. • Worst of all, there was a persistent toilet pipe leak, which resulted in water pooling around the bathroom floor. On multiple occasions, this leak soaked my clothes and slippers, despite my efforts to avoid it. I had to repeatedly request extra towels to try and dry the area. Not only was this unsanitary, it was a daily inconvenience and completely unacceptable in any hotel, let alone a five-star one. When I raised these issues and requested a room change, I was told this would only be possible for an additional fee. I was effectively told that because I had booked a “classic” room, I should expect lower standards. Let me be very clear: a room’s classification should never mean compromising on basic hygiene, functioning plumbing, or safety. ⸻ 4. Severe Inconsistencies in Billing and Food Prices Another major concern was the inconsistent and confusing pricing system in your restaurant and bar services. Over the course of the week: • The same dish was charged at 200 dirhams one day, then over 300 dirhams another day—with no explanation or price list shown. • Shisha and mint tea, which we ordered multiple times, were charged anywhere between 150 to 250+ dirhams depending on the day, again with no consistent pricing or clarity. • We attended the buffet dinner one evening, which we later discovered cost £40 per person, despite eating very little and not being informed of the pricing beforehand. The entire billing process felt chaotic, random, and exploitative. We had to ask for receipts every single time just to double-check the charges because of how inconsistent the system was. ⸻ 5. Limited Dessert Options and Overly Strict Policies Multiple times we were told desserts on the menu were not available—basic items like chocolate fondant or cheesecake were “finished” for days on end. Eventually, we decided to eat dessert at a local restaurant and brought a small leftover portion back to the hotel. To our astonishment, we were denied entry and told outside food is prohibited. How is this acceptable when the hotel fails to offer its own menu options? A bit of flexibility would have shown understanding and hospitality—especially when it was the hotel’s own lack of stock that forced us to look elsewhere. ⸻ 6. General Facility Conditions Not Up to 5-Star Standards It is clear the hotel is in serious need of refurbishment, both in terms of decor and infrastructure. ⸻ 7. Staff Professionalism vs. Management Oversight While I want to sincerely commend the individual staff members—many of whom were kind, attentive, and clearly doing their best under pressure—the root problem lies in poor managerial oversight, lack of operational standards, and unacceptable quality control. Even the best staff cannot fix a leaking toilet, enforce consistent pricing, or compensate for structural neglect. ⸻ Conclusion & Request for Remediation To summarise, our stay was plagued by: • Unexplained hidden charges • Unclean and malfunctioning room with a leaking bathroom • Dishonest and inconsistent food pricing • Lack of flexibility or understanding from management • Subpar maintenance and hygiene • A complete failure to meet even basic five-star expectations This trip left us feeling deeply disappointed, overcharged, and stressed—the exact opposite of the relaxing experience we had hoped for. I am therefore requesting the following: 1. A full refund acknowledging the issues outlined above for the distress, inconvenience, and poor service received If I do not receive a satisfactory response within a reasonable timeframe, I will be left with no choice but to share this experience publicly across platforms such as, Google Reviews, Booking.com, and social media, to warn other potential guests. I look forward to your urgent attention to this matter.

I had a great stay with my wife, we were lucky to be upgraded to a beautiful view, the staff was very kind and attentive, I especially appreciated a blonde lady manager wearing a classy white jacket, she had a very positive attitude toward the staff and gave us great advices on what to visit in tangier, she also took the time to explain the hotel services… Thank you for this lovely experience !