Hotel Jadali & Spa

We arrived around 1:00 AM at Hotel Jadili in Marrakech, exhausted from travelling, with a Booking.com reservation. Najib didn't open the door or offer any help while we struggled to push it ourselves. There was no greeting or basic welcome. At check-in, I gave my name, but he spent over 10 minutes acting as if he couldn't find the booking. Once he did, he became rude, dismissive, and hostile. We asked politely about paying for an upgrade if another room was available, and he ignored us. The reservation was in my name for my husband and me, and I showed my ID. My husband had temporarily left his passport with the car rental company, but we had clear scanned copies of all the documents. No other hotel has ever had an issue with that. Najib wouldn't cooperate or look for a solution, and tried to kick us out in the middle of the night. He kept ignoring us, walking away, interrupting me, and then shouting at us to leave. It was shocking, humiliating, and completely unprofessional. We were tired travellers looking for a place to rest and were treated with aggression and disrespect. It was one of the worst hotel experiences we've ever had, and Najib's behaviour ruined our stay. I'll file a formal complaint and take this further. That level of hostility isn't acceptable in hospitality. Avoid this place if you value basic respect. We returned today and spoke with the manager, Youssef. He was kind, professional, and understanding. He listened, acknowledged what happened, tried to calm things down, and offered his help. He deserves thanks. Honestly, the one star is for him.

We had a gorgeous, relaxing afternoon in the spa after our treatment and spent time in the indoor pool. Another day we sunbathed by the rooftop pool and enjoyed the views. The food was delicious and the portions generous. As first-time visitors to Marrakech, we appreciated the advice and directions. Hotel-organized transfers were efficient, making both the start and end of our break smooth. The location was a good base for exploring, and we felt safe in the area. Thanks for a great stay at Jadali Hotel. Everyone we dealt with was friendly, polite, and attentive.

The rooftop was a big reason we booked, as we wanted somewhere to relax on days away from the busy Medina. But there are only 8 sunbeds, and in five days we never got one at any time. For a hotel of this size and number of rooms, promoting the pool area while having loungers for just 4 rooms is unacceptable. We ended up tanning on bar chairs, and service on the rooftop was lacking too. The hotel looks nice and has an upscale feel. Our junior suite was spacious, and housekeeping was friendly and very good. The problem was the service, which fell short of what I'd expect from a five-star place. Most receptionists and doormen spoke only very basic English, so requests were often misunderstood or ignored. They'd say yes, then do something else. I asked three different people and called twice over two days to arrange a small birthday surprise in the room for my husband. Everyone said they'd noted it, but the cake still arrived on the wrong day, as we were going to bed. At breakfast, they also struggled with basic order changes. It's à la carte from a set menu, which wasn't great for me while pregnant and needing options, and the service was slow. The spa staff were rude and seemed annoyed when I said I was pregnant and would rather have a massage than a hammam because of the heat. They felt very transactional. I booked my husband's hammam by email with all the details, but they added a massage afterwards, doubling the price without explaining it clearly beforehand. The hotel is nicely decorated, but the staff felt untrained and rude.

The service was amazing, and there's parking right out front. We had a nice room with a balcony and really enjoyed the breakfast. The WiFi sometimes cuts out. We went a whole evening without it, LOL.