This place/property is rated 5-star on Hotels.com and is far from it. The property is comparable to a 2 star motel with it's amenities, cleanliness and service. The one great thing about the property is the property manager / host, Mohammed, who's helpful, friendly and always smiling. Supposedly we got upgraded to Room #1. Which was spacious to EU standards, but lacked proper amenities and cleanliness. Shower stall is small, shower-heads not clean. One of the bathroom windows could not be closed.
Booked a fully refundable rate, but 3 days before arrival the property converted our booking to non-refundable. Hotels.com customer service when called confirmed that we had until midnight to change or cancel but when they contacted the property, the property would not allow cancellation. Property indicated that this was a Hotels.com issue and Hotels.com stated they cannot cancel the booking as the property would not allow. In summary, based on the property manager, Hotels.com collects 20% fee. They did not want to give up this fee, and therefore the property will not allow cancellation. Serving the customer and honoring the cancellation policy was not important to either the property or Hotels.com. We visited a Riad close-by where one of our other friends was staying, which is rated 3star, and realized that this other property had much better amenities, was clean and had great service including restaurant, hammam. Won't recommend. Let's be honest on ratings, please!