Hotel Club Sungo by Pickalbatros

Hotel service good - the spa staff at reception made me walk all they way back to get my wallet which I had forgotten not a good start The massage was excellent

Our family, including a toddler and an infant, stayed at the Pickalbatros Sungo and our experience was exceptional from start to finish. The hotel not only exceeded our expectations in terms of amenities, but what truly sets it apart is the outstanding quality of service. The guest relations team contacted us even before our arrival to ensure all our preferences were taken care of. Throughout our stay, every staff member we interacted with, from reception to the restaurants and pool areas was warm, attentive, and always ready to assist, which made a huge difference as we were traveling with a baby. Our large family room was quiet, spacious, and equipped with everything a family might need. It made our stay incredibly comfortable. This hotel is absolutely worth visiting. If you’re heading to Marrakech, don’t hesitate to stay here. We will definitely be returning.

We had a lovely week here with 9 family members. Kids loved the water park and pools. Hotel beautiful and spotless , staff very attentive and polite. My gripe isn't with the hotel but the people who think it's ok to walk round eating in the dining room whilst leaning over the food . They have a lovely cafe lounge where you can get lovely coffees and a really good supply of pastries my issue again all the pastries are displayed on stands and you help yourself, we saw so many people picking them up deciding they didn't want them and putting them back down. There needs to be a system so people can't man handle the products . My other gripe there's a bar you go down to inside the hotel where the entertainment is for adults and children , every time you go down have to walk through a load of smokers, surely this shouldn't be allowed.

Had a lovely holiday at SUNGO, staff are what make this hotel….the smiliest, chattiest people ever in a hotel 😍 Exceptionally clean hotel & the surrounding areas. Food was good, always plenty to choose from. I’ve given it 4 out of 5 due to the lack of lifts & handrails on the stairs. There are no lifts to any of the bedrooms. One of our party has balance issues & there’s only one small lift from reception to Lobby Bar (which only serves coffees etc). I feel they’re missing a trick here by not serving alcohol in it as it’s a lovely place to sit. There’s no lift to Sports Bar or Mauve Bar but there is a handrail on the stairs. I’m hoping it’s a work in progress & they will install handrails soon as we would love to go back. Also worth noting on our last morning we went for breakfast at 9 am (pick up was 10.50) but when we closed bedroom door the card would not work again to let us back in to the room, so we had to go to reception and obtain another card…..which I thought was bad as checkout isn’t until 12 😳 Although hotel was full there was still plenty of sun beds with lots of room between them, and no need to get up early to reserve them!

Unfortunately, the rating system on TripAdvisor only allows for whole-star selections (3, 4, or 5 stars). However, in my view, the experience more accurately reflects a rating of approximately 3.5 out of 5. Upon arrival at the hotel, we were warmly greeted by the porters and offered traditional mint tea, which was a nice touch. However, the check-in process lacked clarity and communication. We were asked to visit the cashier without explanation, only to discover this was for the local tax and a refundable towel deposit, something we had not encountered on previous visits to Marrakech. Clearer communication at this stage would have improved the experience. The room allocation was disappointing. Despite requesting a specific room location in advance with Kenza, this was not acknowledged and no alternative solution (such as offering a room move the following day) was proactively suggested. This felt like a missed opportunity to manage expectations and demonstrate good customer service. There were several operational inconsistencies throughout the hotel: Bars & Beverage Service: The main lounge bar did not serve alcoholic drinks, which was unexpected. The sports bar experience was inconsistent, with limited cocktail options and varying quality. Staffing levels appeared insufficient, resulting in slow service and uncleared tables. Glassware shortages meant drinks were often served inconsistently. Food & Dining: While food quality was generally acceptable, variety was limited and repetitive. Basic service standards were occasionally lacking, for example, milk was unavailable at breakfast for an extended period despite multiple requests. Additionally, a significant proportion of crockery (approximately 30%) was chipped, which is unacceptable from both a hygiene and presentation perspective. Preparation & Readiness: Both bars frequently opened without being fully stocked (e.g., no beer, ice, or key ingredients). Similarly, during sporting events, screens were not set up in advance, which detracted from the sports bar experience. These issues suggest a broader lack of operational preparation. Management Presence: There appeared to be a visible management presence; however, engagement with guests and support for staff was limited. Greater leadership involvement on the floor would likely improve both service delivery and team morale. That said, there are several notable positives: • The hotel maintains an exceptionally high standard of cleanliness, extending to both guest rooms and public areas, including restrooms. • The grounds and gardens are immaculately kept, contributing to an attractive and relaxing environment. • The pool areas and sun loungers are well maintained, providing an inviting and comfortable space for guests to unwind. Both indoor and outdoor pools are available and are heated, enhancing their usability and appeal. Summary: While the hotel has strong foundations and several excellent features, the overall experience was impacted by inconsistent service, lack of preparation and missed opportunities in guest communication. Addressing these fundamental operational issues would significantly enhance the guest experience. A key consideration for us is whether we would return. At present, we would consider doing so for a short stay (up to one week), provided the hotel can demonstrate that guest feedback is acknowledged and that meaningful improvements have been implemented.