Morocco Raises the Bar in Hospitality with Surprise Hotel Inspections

Morocco World

2 days ago

Rabat – Morocco has taken a step to tighten oversight in its tourism industry with the launch of a new system of unannounced inspections to ensure hotels meet higher quality standards.
Known as 'mystery visits,' these periodic inspections are now part of an official government strategy to improve service, enforce safety measures, and improve the country's appeal to international travelers.
The reform became official on May 27, following the publication of Decree No. 985-24 in the government's Official Bulletin.
Jointly crafted by the Ministry of the Interior and the Ministry of Tourism, the new regulation introduces a fresh framework for ranking tourist accommodations. It outlines clear and measurable standards for equipment, service, and overall guest experience, tailored to each lodging category.
For the first time, Morocco links hotel classification to regular assessments by anonymous inspectors. These mystery guests check in like ordinary visitors, observe the hotel environment, test the staff's professionalism, and evaluate everything from booking systems to cleanliness and multilingual assistance.
A two-tiered system
The reform distinguishes between two types of standards. Mandatory ones cover essential areas such as security infrastructure, guest comfort, and digital accessibility. Hotels must meet all of these to stay in compliance.
Complementary standards are for creativity and allow hotels to shine through thoughtful touches, such as personalized service, eco-friendly solutions, or advanced digital systems.
A hotel must score perfectly on mandatory criteria and reach at least 70% of the complementary category points. This dual approach encourages consistency while leaving space for innovation and identity.
In practical terms, this means guests should expect more reliable Wi-Fi, simpler online reservations, multilingual reception, secure parking, and clean, well-maintained rooms. For hotels that aim higher, the push for excellence could involve 24/7 concierge service, contactless check-ins, or even smart room automation.
A wider net for oversight
The government's plan does not stop at traditional hotels. Authorities now prepare to extend the same standards to short-term rentals, particularly those listed on platforms like Airbnb.
These rentals have multiplied in recent years but often operate outside formal regulation.
Officials seek to create a level playing field, where every lodging option, whether a five-star resort or a city apartment, meets basic expectations for quality and safety. The move responds to concerns from travelers and hotel professionals who see the current gap as unfair and unsustainable.
The idea of sending undercover guests to evaluate hospitality isn't new. It emerged in 1940s America, mostly in high-end retail. But in today's tourism market, it has become a trusted method for holding service providers accountable.
For Morocco, the appeal is crystal clear. Mystery guests provide real-time feedback on how hotels treat guests, manage operations, and keep promises made in glossy brochures or online listings. A glowing star rating means little if the front desk fails to greet guests or if rooms fall short of cleanliness.
Morocco wants more than tourist arrivals. It wants return visits, and return visits depend on trust. By raising the bar for hotel quality, the country sharpens its image and builds a more sustainable, guest-centered tourism sector at home. Tags: hospitality sectorMorocco hotelsMorocco TourismTourism