A late-night check-in, a delayed room service order, a simple greeting at reception. These everyday moments are now at the centre of Morocco’s new plan to improve its hotels. The Ministry of Tourism, Handicrafts, and Social and Solidarity Economy has launched a “Mystery Visit” programme to inspect 2,500 tourist establishments across the country.
The checks began this month and focus on hotels rated three stars and above, including resorts, Riads and Kasbahs.
In the past, hotels earned their star ratings mostly through buildings and facilities such as room size, swimming pools or lifts. Under Law No. 80-14, the focus has shifted to service and the guest experience. Undercover auditors now stay in hotels and judge real-life service, including late-night arrivals, staff behaviour and how quickly requests are handled.
The aim is to make sure a five-star hotel in Morocco offers the same level of service guests expect in other major destinations such as Paris or Dubai.
The inspections are compulsory for new ratings and renewals. Hotels that fail risk losing stars, which can damage income and reputation.
The programme is part of Morocco’s tourism plan to attract 26 million visitors a year by 2030. The country is preparing to co-host the 2030 FIFA World Cup, increasing pressure to offer reliable service across the sector.
The checks come alongside the Cap Hospitality fund, which offers subsidised loans for hotel upgrades. Authorities want hotels to modernise and introduce digital services such as mobile check-in and faster internet.
Interest in authentic stays is also rising. Tourism data shows demand for Riads and boutique Kasbahs has increased by 15% compared with 2024. Officials want these traditional properties to offer dependable service while keeping their local character.
A shortage of trained staff remains a key challenge. Hotel groups are working with international training institutes to improve skills, with staff performance now directly affecting hotel ratings.
Morocco faces strong competition from Spain and fast-growing destinations such as Saudi Arabia. Officials hope stricter service rules will strengthen the country’s reputation and encourage visitors to return.
