Jaal Riad Resort

The hotel is in a great location and close to amenities. The food can be a little hit and miss , same menu rotated. The pool is lovely but a slight rush for a bed everyday so get up nice and early.

I recieved exceptional service from Bilal in the main restaurant. This guy works above and beyond, he's the most smiliest and kindest people in the whole hotel. I have to commend the cleaning team who leave the room immaculate everyday.

The hotel itself is really nice and has so much potential but to be totally honest the staff, food and service really do let the building down. We have been to Marrakesh on many occasions and will return again but not to this particular hotel unless things drastically improve. Instead of writing a complete review of this hotel I will just post a copy of the complaint email that I sent to Jet2. We are not people that usually complain but on this occasion we felt so strongly about it and let down that we felt the need to. Apologies that it is so long but so was the list of faults!!! We are still awaiting a response from Jet2 but they have acknowledged receipt of our email and stated they would reply within 28 days???

I am writing to formally complain about our recent holiday to the Jaal Riad Resort in Marrakesh, which we booked with Jet2 as a 7-night All Inclusive Plus holiday commencing on 3 July 2026. Whilst our outbound flight was delayed by approximately one hour, this was only a minor inconvenience. Unfortunately, what followed at the hotel was a series of issues which significantly affected our holiday and fell well below the standard we expected from a hotel marketed by Jet2 as a 4-star plus resort. Our first major disappointment came upon arriving at the hotel at approximately 9:45 pm. We were informed that the restaurant had closed at 9:30 pm, leaving us with no food available after a day of travelling. The only thing offered was a bowl of peanuts in the bar. Having travelled extensively and stayed in many hotels, we have always been provided with some form of late-arrival catering, even if only soup, sandwiches or light snacks, often accompanied by a welcome drink. We found the complete lack of food for late-arriving guests unacceptable. During check-in we were then asked to provide the hotel’s accommodation voucher, which we were told was required as a form of payment before we could check in. This was something we have never previously encountered when booking through a major tour operator. We eventually located the voucher within an email, but after several unsuccessful attempts to email it to the hotel due to problems with their email system, reception staff ultimately had to take a screenshot from my phone. If our booking had already been confirmed through Jet2, it is difficult to understand why this additional process was necessary. We were also required to pay approximately £36 as a deposit for pool towels. This could only be paid using a physical bank card, meaning we had to search through our luggage after a long journey, as contactless payment was not accepted. Whilst we understand some hotels charge refundable deposits, this had not been made clear beforehand and is something we have never previously experienced at an all-inclusive resort. Another significant concern was the availability of drinking water. Once the breakfast service ended and the restaurant closed, bottled water was unavailable until the pool bar opened at 11:00 am. Even then, the restaurant would provide only one small bottle of water per person. Given that temperatures during our stay exceeded 40°C, we found this completely unacceptable. We were forced to purchase additional bottled water from a local shop despite having paid for an All Inclusive Plus package. There were also maintenance issues within our room. The room door was extremely difficult to open and close due to a loose bottom hinge. This fault had to be reported to reception on two separate occasions before it was finally repaired. In addition, we requested extra pillows several times throughout the week, but these were never provided. The restaurant experience was perhaps the biggest disappointment of the holiday. Food was consistently only lukewarm and, on some occasions, completely cold. We never once observed chefs or staff checking food temperatures with a probe, and on two occasions the chicken served was still pink in the middle, raising serious concerns regarding food safety. The food itself was also extremely repetitive, with very little variation between lunch and dinner throughout the week. After several days we felt we had little choice but to eat outside the hotel simply to have something different, despite having paid for an All Inclusive Plus holiday. We were also surprised to discover that the hotel’s Italian à la carte restaurant, which was advertised as one complimentary visit per week, still imposed supplement charges for many dishes, including something as basic as lasagne. We have stayed at many all-inclusive hotels and have never before encountered additional charges of this nature. The cleanliness and organisation of the restaurant were equally disappointing. Tables were frequently left uncleared after guests had finished eating and were rarely reset for incoming diners. On one occasion, when we arrived for our evening meal at approximately 8:30 pm, we had to clear and prepare a table ourselves before we could sit down to eat, despite the restaurant remaining open for another hour. This level of service is entirely unacceptable. The bar service was equally inconsistent. During the day, drinks served around the pool were provided in proper glassware, yet in the evening the hotel bar served drinks in flimsy disposable plastic cups. This seemed particularly contradictory given the hotel’s repeated emphasis on environmental initiatives such as towel reuse and water conservation. There was also a “cocktail night” during our stay, yet many of the advertised cocktails incurred an additional charge. Again, we found this difficult to reconcile with the All Inclusive Plus package we had purchased. Housekeeping standards around the bar area were also poor. On several mornings, including one at approximately 9:45 am, glasses and bottles from the previous evening remained on outside tables. We have photographic evidence of this should it be required. Every one of these issues was raised with hotel staff during our stay. Unfortunately, the response was invariably limited to an apology or a shrug of the shoulders, with little or no attempt made to resolve the problems. It was this complete lack of action that made an already disappointing experience considerably worse. The greatest frustration is that the hotel itself is attractive, and the rooms are comfortable. However, the staff, service and food quality fell so far below expectations that they completely overshadowed what should have been an enjoyable holiday. We have visited Marrakesh and the surrounding area on six occasions over the past ten years and have always had excellent experiences. This is the first time we have ever felt it necessary to make a formal complaint following a holiday. We rarely complain because we appreciate that problems can arise; however, what matters is how those problems are handled. Sadly, throughout this holiday, none of our concerns were dealt with satisfactorily. Jet2 promotes the Jaal Riad Resort as a 4-star plus property. Based on our experience, we do not believe the service, food or overall standards remotely reflect that rating. Whilst the hotel has the potential to be an excellent resort, significant improvements are required in customer service, food quality and overall management before it can genuinely justify its advertised standard. In light of the numerous failings outlined above, I ask that Jet2 investigate our complaint thoroughly and consider appropriate compensation for the considerable impact these issues had on what should have been an enjoyable holiday. I look forward to receiving your response.