The receptionists were not very helpful or welcoming.
When asked about hammams, they just showed us a flyer, without any explanation or anything about the prices.
When asked about the price of a taxi to go to the mall, she just said "taxi meter". I am not sure why she expects a tourist to be able to pay taxi meter in Casablanca when she works in the tourism industry! Casablanca (Morocco in general) taxis are known to charge their own "negotiated" rate -- this is the type of experienced knowledge we'd expect from the hotel receptionist such that we don't get unknowingly ripped off!
Also, another hotel guest in front of us had trouble activating her SIM card. The receptionist told them to go back to the convenience store to do it -- utterly unhelpful especially since any local could help listen to the phone instructions and a convenience store worker is unlikely to have a good enough command of English to help the poor tourist.
Overall, a lot of improvement in customer service is necessary to achieve a truly 4-5 star rating. On the other hand, the hotel is pretty good.