Booking Terms & Conditions

Your contract is with Riad Africa (“we”, “us” and “our” in these Booking Conditions) for accommodation in the property known as Riad Africa (“the Property”). References to “you” or “your” are references to the person making the booking and all members of the holiday party.

These Booking Conditions form the basis of your contract with us so please read them carefully. Nothing in these Booking Conditions affects your normal statutory rights.

1. Making your booking

When you book the accommodation/property with us you should return the completed Booking Form to us by email (or post) together with your payment of 30% of the Invoice Total for the Initial Deposit. Please note that the Initial Deposit is only refundable if you cancel your booking within seven days of receiving our written confirmation of your booking.

Your booking is made as a consumer for the purpose of a holiday and you acknowledge that no liability can be accepted for any business losses howsoever suffered or incurred by you.

Once the completed Booking Form and the Initial Deposit have been received and accepted by us, we will issue you with a confirmation invoice. At this point a contract is formed between us.

We reserve the right to refuse any booking prior to the issue of a confirmation invoice. If we do this we will promptly refund any money you have paid to us.

You should carefully check the details of our written confirmation and inform us immediately of any errors or omissions.

2. Paying for your booking

You are required to send to us your payment for the balance of the Rental at least eight weeks (56 days) prior to the Arrival Date as set out in our written confirmation. If you fail to make a payment due to us in full and on time we may treat your booking as cancelled by you.

We accept payments by bank transfer, cheque, debit or credit card. Credit card payments are subject to a 1.3% charge added to cover merchant transaction fees.

3. If you cancel or amend your booking

If you need to cancel or amend your booking you must contact us as soon as possible.

You will also be required to confirm your cancellation in writing or by email to the address shown on our written confirmation. A cancellation will not take effect until we receive written confirmation from you.

If you cancel your booking within seven days of receiving our written confirmation, we will refund the balance of any money you have paid us.  After such period the following cancellation charges apply:

  • Up to 57 days before arrival date :  Loss of deposit.
  • From 56 days to 29 days inclusive before arrival date:  50%
  • From 28 days to 15 days inclusive before arrival date:  75%
  • From 14 days to 8 days inclusive before arrival date:  90%
  • Within 7 days of arrival date and no shows:  100%
If you decide to leave the property before your booked departure date no refund will be made for unused accommodation or other services.
4. If we cancel or amend your booking

We would not expect to have to make any changes to your booking, but sometimes problems occur and we do have to make alterations or, very occasionally cancel bookings.

In the event that an overbooking situation should occur due to the complexity of room allocation management on the hotel booking portals and websites through which we market rooms (in which a greater risk of a possible overbooking occurs) the provision of rooms for guests booking directly with Riad Africa will always take priority over bookings made through hotel booking portals and websites.

We will always seek to find alternative accommodation of an equivalent standard to Riad Africa, in the same or a similar Medina location, should your room become unavailable for any reason.

If an amendment to your booking is required we will contact you as soon as is reasonably practical and inform you of the change to your booking.  If you choose to cancel your booking we will refund the balance of any money you have paid us.

5. Your accommodation

You can arrive at your accommodation from 14:00 hours on the Arrival Date of your holiday and you must depart by 12:00 hours on the Departure Date. These times may be flexible depending on your flight times and the flight times of the previous or next guests. Guests are welcome to use the facilities of Riad Africa if arriving early or departing late. A luggage storage facility is available.

If your arrival is subject to delay, you must contact the manager whose details are given on your final joining instructions so that alternative arrangements can be made. If you fail to arrive by midday on the day after the Arrival Date and you do not advise the manager of your anticipated late arrival we will treat the booking as having been cancelled by you.

6. Your obligations

You agree to comply with the Regulations set out in the property and any other regulations reasonably made from time to time and ensure that they are observed by all members of your party.

You agree to keep and leave the property and the furnishings, kitchen equipment, crockery, glasses, bedding and towels clean and in good condition.

You agree not to cause any damage to the walls, doors or windows of the property nor to do anything that may be reasonably considered to cause a nuisance or annoyance to us or to any other occupier of adjoining or neighbouring properties.

You agree not to smoke inside any of the rooms of the property or in the corridors or courtyard. Smoking on the terrace is permitted.

You agree to take all necessary steps to safeguard your personal property. Safes are provided in each of the bedrooms. We accept no liability in respect of damage to or loss of such property, except where the damage or loss is caused by our negligence.

You agree to ensure that each member of your party is covered by comprehensive travel insurance (including cancellation, flight delays, loss and damage to baggage and other property) and health insurance (including evacuation and repatriation coverage).

Unauthorised guests are not allowed to enter the property or stay in your room(s).  If this rule is breached we reserve the right to ask you to leave with no refund due.

You agree to adhere to the local laws of Morocco and respect the local customs whilst residing in the property.

You agree to allow us or any representative of ours access to your room(s) at any reasonable time during your stay for the purpose of cleaning and making essential repairs.

7. Complaints

Every effort has been made to ensure that you have an enjoyable and memorable holiday. If however, you have any cause for complaint it is important that remedial action is taken as soon as possible.

It is essential that you contact us if any problem arises so that it can be speedily resolved. It is often extremely difficult (and sometimes impossible) to resolve difficulties properly unless we are promptly notified. Discussion of any problems with your accommodation whilst you are in residence will usually enable shortcomings to be rectified promptly. In particular, complaints of a transient nature (for example, regarding preparation or heating of the property or supply of hot water) cannot possibly be investigated unless registered whilst you are in residence.

If any complaint cannot be resolved during your stay you must write to us with full details within 14 days of  your departure date.

8. Our liability

Our maximum liability for losses you suffer as a result of us acting in breach of these terms and conditions is strictly limited to 10,000 MAD and any losses which are a foreseeable consequence of us breaking the agreement. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.

This does not include or limit in any way our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation; or for any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.

9. Law

The contract between you and us is governed by the laws of Morocco and we both agree that any dispute, matter or other issue which arises between us will be dealt with by the Courts of Morocco.

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