Elizabeth Amah
Dear Hotel Manager and Senior Management Team,
I had to address this matter here on the reviews website as NONE of the email address given to me by the female manager and online were valid or correct.
I am writing to formally express my disappointment regarding my stay at The Royal Mirage Hotel, Agadir, from 20th December 2025 to 2nd January 2026. While your staff provided professional service, the condition of room 2012 and the overall hotel facilities fell significantly below acceptable standards.
Despite multiple reports to reception, the following issues in my room remained unresolved:
- Structural and Safety Concerns: Peeling paint on the main door, cracked walls with mould inside the wardrobe, a faulty smoke alarm, broken plug sockets, and a hazardous bathroom door.
- Malfunctioning Equipment: Faulty air conditioning, rusty heating units, a non-functional room telephone, broken light switches, and an outdated hair dryer.
- Hygiene and Maintenance: Lack of bathroom ventilation, a blocked and rusty shower, dirty lampshades, and faeces on the walls (reported immediately upon discovery). Furthermore, towels were torn or dirty, and the room was only cleaned twice a week despite daily requests.
- General Amenities: There was no refrigerator provided in the room.
The hotel’s public areas and services were also unsatisfactory:
- The front entrance fountain and security arch detector were non-functional.
- The foyer felt dark and uninviting, and the red carpeting at the entrance was severely dated.
- The swimming pool was too cold for guest use, and there was a complete lack of organised entertainment or DJ services during the Christmas season and the AFCON tournament.
- Bar staff lacked the training and ingredients to prepare standard cocktails, and the breakfast buffet appeared unappetising and reused.
This experience was a significant disappointment for my family’s first visit to Morocco. I urge the senior management and the CEO to consider a full redecoration of the property and a comprehensive staff retraining programme to modernise the guest experience.
I have attached photographs documenting these concerns.
I look forward to your prompt response regarding these matters.
gh
Overcharged and Poor Service
The worst part of our stay was the unfair extra charge. Due to an agency booking error, only my husband's name was registered for our double room reservation. We emailed the hotel multiple times to fix this beforehand, but they ignored our messages for two weeks. When we arrived at 11:00 PM, they claimed they knew nothing about it and forced us to pay an extortionate £220 extra just to add my name to an already booked double room. Any reasonable hotel would only charge a nominal fee, like breakfast, for this kind of situation. This felt like an unfair penalty caused by their own communication neglect.
The room itself was dated and lacked basic 4-star amenities like a fridge, kettle, and complimentary water. We even found a large cockroach in the shower, which went ignored after being reported. Housekeeping was highly inconsistent; while beds were made, the toilet was literally never cleaned once during our entire one-week stay. Reception staff frequently ignored waiting guests to chat among themselves. To make matters worse, the room had terrible soundproofing, making corridor and street noise clearly audible day and night. Breakfast was also disappointing, offering the exact same unvaried selection every day with poorly cleaned tableware. If any issue arises at this hotel, they will never help you solve it. The best choice is simply NOT to book this hotel at all.
Shahin Ahmed
The location is brilliant right by the beach and some of the staff are really friendly. However, our entire stay was let down by serious issues.
It is naturally very hot here, so air conditioning is absolutely essential, yet we went the whole week without it. We reported it to reception; someone came to inspect it, confirmed it wasn’t working, and promised it would be fixed the next morning. When we followed up, we were told the AC was broken throughout the entire building and nothing could be done — but we later spoke to other guests and discovered this was completely untrue. To make matters worse, they never answered the phone whenever we tried calling reception to follow up or ask for help.
The cleaning service was also extremely poor. When my wife politely asked for fresh towels and bed linen, and for the old ones to be removed, the staff member refused her request outright and slammed the door in our face. There was also no fridge provided in the room at all.
No to the restaurant breakfast same every single day, we had to wait for plates, glasses at times, good option very limited, especially dinner time we ate only 3 days out of 6 due to lack of options. First night we got robbed 50 MAD for bottle of water. You don’t get no drinks with your meal even though you pay for it.
sara al
We booked four rooms and were very disappointed with our stay.
The air conditioning did not work despite multiple complaints. In one room, it worked for only one night before stopping again. In a city as hot as Agadir, this is unacceptable.
The staff experience was mixed. Some employees were very helpful, especially Mr. AARAB at the entrance, but others were rude. One waiter at breakfast even yelled that he got only 2 hands and many guests. when I asked a simple question!!
Housekeeping was also disappointing. We were only given two towels per room, and after used towels were collected, we often had to wait hours for replacements.
I was also locked out of my room because the key card system had apparently run out of battery. Despite repeated complaints, I waited over an hour to regain access to my room and belongings. After several trips to reception, I was finally given a manual key.
The location is the hotel's main advantage. Unfortunately, the pillows were extremely uncomfortable.
Jon Burton
Hotel & Rooms are dated, but ours didn't need aircon as it just happened to be very comfortable.
All the staff here were exceptional, after the 2nd day they all recognised us immediately and couldn't do enough to help us, the staff made up for the hotel been dated.
Would definitely return.
