Riad Catalina

Staying in the Medina was great fun, and the location was fantastic. My wife, son and I had a lovely holiday here. The staff, especially Nadia, were helpful and made sure we had what we needed; they were also scrupulously honest. The rooms aren't like those in a five-star hotel, but choosing a riad is about having a more authentic Moroccan experience, and we certainly got that. I'd recommend it to anyone considering a stay.

This ordeal turned what should have been a special family holiday into one of the most stressful experiences of our lives. Our booking was paid in full and confirmed months ahead, but we were accused of owing money and threatened with being stopped from leaving Morocco. I would never stay here again, even for a million pounds. My grandmother booked the package for my cousins and me, ages 18-27, through a reputable local travel agent, with EasyJet as the supplier and ATOL protection. The £5,000 package covered flights, Riad Catalina accommodation, and an excursion. We arrived around midday Thursday and were told the rooms would be ready in ten minutes. After waiting 90 minutes, we got two acceptable rooms, one for the men and one for the women, and were ready to enjoy the trip. On Friday, manager Nadia offered us “the best room” as a free upgrade. We said no because we wanted separate rooms and more privacy, but staff kept pushing, which felt strange and uncomfortable. The real trouble came on Saturday, our last night. At about 8 p.m., Nadia suddenly said there was an unpaid balance and demanded money. I showed her several confirmations showing we had paid in full, and asked why this was only coming up now instead of at check-in or the day after. We had dinner reservations, so we suggested sorting it the next morning. We contacted our agent straight away. They confirmed the full amount had gone to EasyJet more than eight weeks earlier, told us not to pay anything else, and said they would contact EasyJet in the morning. The next day, Nadia again said payment was missing. She became aggressive and said Moroccan law allowed her to contact the airport and keep us from leaving the country. It was our departure day, our transfer was due at 4 p.m., and the threat terrified us. My mother in the UK was panicking, while staff at the hotel were laughing about what was happening. We used the manager's desk phone to put Nadia in touch with both the agent and EasyJet. Even after they confirmed payment, she kept arguing and changing her story. Then she said she would have to pay the “missing” balance herself and her family would suffer. That felt like emotional blackmail. She stayed aggressive and erratic while both companies were on the phone. By then we no longer felt safe or comfortable there. The whole episode ruined our final night and day in Marrakech and left us afraid we might be detained over a false claim. If there really was a payment issue, it should have been handled through EasyJet. Bringing it up at 8 p.m. on the last night, over a weekend when the agents were closed, seemed either grossly incompetent or like a deliberate attempt to extort us. The stay itself was poor too. The beds were hard, the shower swung between freezing and scalding, and breakfast was just pancakes and jam. We asked several times for milk for tea or coffee and never got any. Service was slow and unhelpful. Nadia's behaviour felt deceitful, rude, and threatening. We did nothing wrong, but were treated with hostility and falsely accused.

The food was delicious, and we especially loved the adorable cats who live at the riad, particularly Daniel. Our spacious suite and large bed were very comfortable and made for a great night's sleep. The pool was lovely and kept perfectly clean, and the staff were friendly and helpful the whole time. We had a wonderful stay and really hope to return one day.

I stayed with my mother, sister, and wife, and we had a really good experience. Atef and Mustafa were such lovely people, and their good vibes made the stay even better. The cats were a nice extra too. We especially loved little Daniel :D