Riad Jibril

I am writing to formally raise a complaint regarding my recent holiday booking to Marrakech through **Superescape Travel Agency (London)**, and to share my extremely disappointing experience. Myself and a couple of friends booked a **3 nights / 4 days Marrakech trip** on a **Bed and Breakfast package** through Superescape. The hotel confirmed on our booking was **Riad Gibril**, with one single room and one double room for the couple. Arrival and Hotel Transfer Issue Upon arrival at Riad Gibril, a man who introduced himself as the hotel manager was speaking at length to another couple, explaining local culture and directions. Initially, he appeared helpful and professional. However, when our turn came, he informed us that the hotel had *“technical issues”* and that we would need to be transferred to a different hotel nearby. Later, I discovered through **TripAdvisor reviews** that this same excuse of “technical issues” has been used repeatedly, with similar complaints dating back to **2025**. This strongly suggests a recurring and deliberate practice rather than a genuine technical problem. If Riad Gibril is genuinely facing ongoing technical issues, I fail to understand **why a UK-based travel agency such as Superescape continues to promote and sell this hotel**, presumably for commission. Alternative Hotel Conditions The alternative hotel we were moved to (approximately 3–4 minutes away from Riad Gibril but the manager told us it is the same company, it was in **very poor condition** I would say Riad Jibril and this one has difference of 1, otherwise similar. Poor condition. For all the People Reading this feed back Please do not go with the Picture they have published here in tripadvisor. I have been and seen Riad Jibril, nothing like what you see here in the picture. * Dirty rooms with peeling paint * Strong smell of damp * Broken shower hose and shower head * Overall lack of hygiene and maintenance This accommodation was **well below acceptable standards** and did not reflect what was advertised or paid for. Breakfast Quality The Bed and Breakfast provided was extremely basic, below the standard. * Moroccan round bread (Khebz), cut into several pieces for 3 person * Small portions of strawberry jam, apricot jam, and honey * Three small triangular cheese pieces * One croissant * Orange juice and tea/coffee There were **no fruits, eggs, cereal, or variety**, which again did not meet reasonable expectations. About Superescape Customer Service Concerns Once payment is completed, Superescape becomes almost impossible to contact. During this Marrakech trip, I called from Morocco to request assistance or a hotel change, but **no one contacted me back**. This is not my first negative experience with Superescape. During my **2025 Italy holiday**, breakfast was refused by the hotel. Superescape promised: * £30 refund to my bank- They never refunded * £40 voucher for a future booking, which they send it but has to be used with them Despite repeated follow-ups since **October 2025**, I was only told that *“the Accounts Department is looking into it”*. No cash £30 refund was given until jan 2026, and I eventually gave up.I have written an email from them for the cash Refund. Misleading Advertising Superescape heavily advertises holiday deals in the **Metro newspaper**, such as *£159 per person for 3-night packages*. These advertisements are misleading and do not reflect the true quality of accommodation provided. I also found it concerning that staff introduce themselves using English or Western names (e.g. Betty, Mike, Thomas, Janet, Oscar, Benjamin), yet once a booking is completed, support becomes unavailable. I was even told by one staff member that they could not disclose their real name, suggesting this may be company policy to appear more “British”. ### Conclusion and Advice I am not blaming Morocco or local hotels—tourists understand that standards vary. However, **Superescape has a responsibility to accurately represent the accommodation they sell**. Selling substandard hotels purely for commission is unacceptable. I have attached photographs of the room where I stayed, so others can clearly see the conditions we endured for 3 nights and 4 days. **My advice to the public:** Please be cautious when booking holidays advertised by Superescape. It is safer to book flights separately and accommodation through platforms such as Booking.com, which offer accountability and refunds when standards are not met. **Advice to Superescape:** Do not mislead British customers for the sake of a 10–15% commission. Everyone looks for good deals, but that does not justify deceiving customers by selling accommodation that falls far below acceptable standards.

We were looked after amazingly well by all at Riad Jibril who helped us relax into the rhythm of our stay here, gave us tips on navigating the city and making the most of our visit and genuinely made us feel right at home after less than 24hours in a place we'd never been before! This location felt safe and friendly and was walkable to everything we wanted to see and do in the old city and a short trip to and from the airport with taxis about 20 paces from the door :) Recommend getting takeout from the (wonderfully friendly, fresh and tasty) cafes on the street and taking it up to the roof terrace and definitely take Hamza/Dawoud up on organising the complete hammam and massage out for you on your last day to revive your walking muscles after all the exploring!