Guest Policy

In order to make your stay as pleasant as possible, the management requests your co-operation in observing the following as an agreement between you (the “Guest”) and us (the 'Management') under which rooms are permitted to be used by the guest(s).

1. Tariff
2. Reservations
3. Amendments and Cancellations
4. Check-in / Arrival
5. Check-Out / Departure
6. Settlement of Bills
7. Guest Conduct
8. Guest's Belongings
9. Luggage Storage
10. Special Needs
11. Smoking
12. Pets
13. Hazardous Goods
14. Damage to Property
15. Events outside our reasonable control

1. Tariff

(a) The tariff is per room per night inclusive of breakfast, but exclusive of local government taxes.
(b) Any other service(s) are available at extra cost.

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2. Reservations

(a) All room reservations or amendments can be made online through our website or partner agency websites. Walk-in reservations are also acceptable.
(b) All advance bookings will be confirmed once credit/debit card details have been verified by the Bank.
(c) Once card details are verified, the guest shall receive a written confirmation from Management acknowledging the booking.
(d) All bookings are subject to availability and are subject to acceptance by Management. Our confirmation of your booking constitutes our acceptance of your booking.

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3. Amendments and Cancellations

(a) Cancellations are fully refundable if made at least fourteen (14) days prior to the arrival date.
(b) Cancellations or amendments made less than fourteen (14) days prior to the arrival date will incur a 100% charge (including card transaction fee).
(c) Any credit arising as a result of an amendment made less than 14 days prior to the arrival date shall not be refunded back to the guest.
(d) Management reserves the right to cancel a guest booking, without issuing a refund, should the guest not arrive (without prior notification) at the premises by 00:00 (Midnight) on the arrival date.
(e) Once the guest has checked-in, they cannot amend or cancel the related booking.
(f) There are no refunds for early check-out and “no shows”.

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4. Check-in / Arrival

(a) Check-in time is 13:00 (PM) to 00:00 (Midnight) on the day of arrival.
(b) All guests must present their passport upon check-in and registration forms must be signed by each guest. For guests under 16 years, a parent or guardian may sign on their behalf.

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5. Check-Out / Departure

(a) Check-out time is up to 11:00 (AM) on the day of departure.
(b) Guests must inform Management if they wish to retain their room beyond this time. Subject to availability, the extension request may be granted and additional charges may apply.
(c) Should the guest fail to vacate the room by the check-out time on the day of departure, Management reserves the right to charge the guest the applicable tariff or remove the guest and their belongings from the occupied room.

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6. Settlement of Bills

(a) All bills must be settled on presentation and no later than the check-out time.
(b) Personal cheques are not accepted.
(c) Visa and MasterCard payments will be subject to an additional 3.5% card transaction fee. American Express will be subject to a 5% card transaction fee.
(d) Payment for any additional service(s) must be made in cash (in Moroccan Dirhams, Euros or Pound Sterling).

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7. Guest Conduct

(a) All guests must conduct themselves in a respectable manner and not cause any nuisance or annoyance within the premises.
(b) For the security of the guest and other occupants, visitors are not permitted in the premises unless they have been authorised in advance by Management.
(c) Should any actions by a guest be deemed inappropriate by Management, or if any inappropriate behaviour is brought to the attention of Management, then we reserve the right, after any allegations have been investigated, to take action against the guest. Depending on the severity of the guest’s actions, the guest may be asked to vacate the premises and remove their belongings.
(d) Guests under the age of 16 years must be accompanied on their booking by a parent or guardian.

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8. Guest's Belongings

(a) Guests are requested to lock the door of their room when it is not occupied.
(b) For the convenience of the guest, a security safe is provided in the room to store any valuables.
(c) Management will not be held responsible for any loss (including theft) or damage to the guest's belongings or any other property from their room, security safe or any other part of the premises.
(d) In the event of any belongings left behind after the guest’s departure, Management reserves the right to discard the item(s) immediately without any further notice or compensation offer to the guest.

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9. Luggage Storage

(a) Subject to availability of storage space, the guest can store luggage in the premises, at the guest's sole risk as to loss or damage from any cause, for a maximum period of 7 days at no additional charge. Luggage stored in the premises for a period longer than 7 days shall be charged, to the discretion of Management, a rate of 50DH per day.

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10. Special Needs

(a) Management are unable to guarantee that the premises and/or guest rooms are suitable for persons with special needs. Refunds will only be granted in accordance to the cancellation policy.

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11. Smoking

(a) Smoking is not permitted in any of the guest rooms other than in the main courtyard or terrace.

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12. Pets

(a) Pets are not permitted in the premises.

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13. Hazardous Goods

(a) Goods/articles of a hazardous or of an objectionable nature are prohibited in the premises.
(b) Any guest found to be in possession of such goods/articles will be asked to vacate the premises and may be reported to the police.
(c) The guest shall be solely liable and responsible to Management and to its other guests for all loss (financial or otherwise) and damage that may be caused by such goods/articles.

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14. Damage to Property

(a) Guest’s must take all reasonable precautions to avoid damage or interference with any item inside the premises that does not belong to them. Guests are requested to bring to the immediate attention of Management, any damage to the premises or property.
(b) The guest will be held responsible for any loss or damage to property caused by themselves, or any person for whom they are responsible.
(c) Management reserves the right to charge the guest the cost of replacing any items that are lost, damaged or removed from the premises by them without consent. The charge will be the full replacement amount of the item, including any carriage charges.

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15. Events outside our reasonable control

(a) The Management is not liable or responsible for any failure to perform, or delay in performance of, any of our obligations if such failure or delay is caused by events outside our reasonable control and which are not due to our fault. Such events include, but are not limited to, strikes, terrorist attack, natural disaster and failure of any telecommunications services (including internet access).

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