“Extremely disappointing — double charging, false refund claims, unprofessional behavior, and suspicious conduct
I stayed at this riad with two friends (three people in total).
Two of us arrived first to leave our luggage.
However, even though the reservation was clearly for three guests, when we returned to the room we found only 2 bath towels and 1 hand towel prepared.
When we asked for enough towels for three people, the staff handed us a half-wet bath towel and a half-wet bath mat instead of clean towels.
When we asked why, we were told:
• “You arrived as two people so I thought it was for two.”
• “I had just finished my shift and didn’t know.”
• “We don’t have any more dry towels.”
This was extremely unprofessional, especially since we paid for three guests.
Breakfast was also disappointing — nothing seemed freshly cooked.
✳︎About the property itself
The riad is quite old, and after staying at other accommodations in Marrakech, I can say this one is very standard.
I did not find it “outstanding” in any way, contrary to what some reviews claim.
⸻
✳︎Double charging, false refund claims, and suspicious behavior
• I paid the room fee in advance via Booking.com
• At checkout, the riad charged us again (including city tax), resulting in a double payment
• When I requested a refund through Booking.com, the riad sent a “refund certificate”
— but the card number and amount did NOT match mine or my friend’s card
• When I asked for clarification, the riad insisted only that they “sent a refund proof,” without being able to explain which card was refunded
• In reality, no refund from the riad has ever been received, neither by me nor by my friend
• When I pointed this out, the riad accused me of “fraud” and threatened to “contact a lawyer”
• They also repeatedly contacted me via WhatsApp, which felt like harassment
✳︎Highly concerning behavior
The riad contacted me privately through WhatsApp (not Booking.com) and asked:
• for my bank account number
• and to cancel my refund request with Booking.com
This is extremely unsafe and completely unprofessional.
In reality, the only refund I received was from Booking.com, not the riad.
They have never shown any valid proof of refund to my card.
⸻
I am writing this review honestly, based on my actual experience.
I also noticed that the riad often responds to other reviews by accusing guests of “lying.”
They will probably say the same about my review, but everything written here is factual.
I have already reported this entire case to Booking.com, and they will confirm the facts and handle it appropriately.
This was truly the worst experience in all my travels.
It was my first time in Morocco, and I am very sad that such an unpleasant incident became part of my memories.
Absolutely not worth the money.
I would never stay here again
