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Customer Services

General terms of sale

1. RESERVING A RIAD
Reservations may be made by telephone, mail, E-mail and fax. Reservations will be held to be firm after written confirmation by Marrakech-Medina and receipt, within a maximum of three working days, of the client’s reservation form completed with all the necessary details and accompanied by a copy of a document proving that a bank transfer has been made to the company account (see below for details).
Note that:
- for a reservation made more than 45 days before arrival, your reservation will be confirmed on receipt of an advance of 50% of the total fee payable for your stay;

Holiday rental of a property, governed by the present general conditions, takes effect on receipt of the advance payment.
Marrakech Medina reserves the right to cancel any reservation for which proof of payment of the advance or the total sum due has not been received within three days of the date of confirmation.

2. PAYMENT OF BALANCE DUE
Payment of the balance will be done in the arrival of the client.

3. CANCELLATION BY CLIENT
Cancellations made either at the client’s request, or arising through failure to complete payment as specified in points 1 and 2 of the present document will be subject to various fees varying according to the date on which written notification was received by Marrakech-Medina, as follows:

- More than 45 days to the start of rental period, 50 % of rental cost;
- Between 44 and 15 days prior to the start of rental period, 75 % of rental cost;
- Less than 15 days before start of rental period, 100 % of rental cost.

NB: A refunding will be not possible if the client does not present at the arrival day or he cannot present the police or others required documents for his stay in Morocco. Difficulties by check-in at the departure location or others caused by delays of Air Traffic, railway, maritime or terrestrial, don’t justify the exoneration of the cancellation fees.

4. MODIFICATIONS OF THE RENTAL MADE BY THE CLIENT
Any modification of the reservation will be considered as a new reservation, and hence Marrakech-Medina reserves the right to apply the cancellation fees as laid down in point 3 of the present document.

5. CANCELLATION OR MODIFICATION OF THE RENTAL MADE  BY MARRAKECH-MÉDINA
The client will be notified in writing of any cancellation or modification by Marrakech-Medina of an already confirmed reservation. The client will thus be entitled to full repayment of sums already paid without any other fees being due. In as far as is possible, by Marrakech-Medina will make every effort to offer an alternative property for rent in a similar or higher category without any changes in price.

 

6. RESPONSIBILITIES
In all circumstances, Marrakech-Medina acts as the agent of the owners of the properties made available for rental and can in no case be taken for the owners.

The responsibility of Marrakech-Medina can only be invoked within the limits of its mandate or the errors which the Company or its staff may commit within this mandate.

Marrakech-Medina and the owners of the properties available for rent decline all responsibility for any accident which may happen to customers in the property rented, other than such accidents as may arise from a serious error committed on purpose by the Company, the owners or their representatives.

Marrakech-Medina cannot be held responsible for cuts in public utilities (water, electricity, telephone), nor for the direct or indirect consequences of such cuts.

Client’s attention is drawn to the fact that you are personally responsible for the keeping all object of value in sure places (jewels, money, credit cards, photo or video equipment, etc... The responsibility for Marrakech-Medina cannot be invoked in case of loss, theft or damages, etc...

Clients’ attention is drawn to the dangers, especially for children, in certain houses, resulting from the need to respect their particular architectural character. Certain features, notably the lack of protective walls or railings on roof-terraces and the lack of hand-rails on outside staircases may not correspond to European standards.

 

 

7. COMPLAINTS
All complaints must be made in writing and presented to Marrakech-Medina by the client within 30 days of the end of the rental period. The Company undertakes to resolve all problems linked to the rental as soon as possible by them being pointed out by the client.

 

8. OCCUPATION OF RIADS
Our riad properties may be occupied only by persons who have requested a reservation and have received confirmation by Marrakech-Médina SARL. Should there be any changes; the client shall inform Marrakech-Médina in writing beforehand, specifying the number of extra persons and providing their names. Should this clause not be respected by the client, the rental contract will be cancelled immediately and without any indemnities being payable.

 

9. PHOTOGRAPHS
Photographs taken in rented properties cannot be reproduced for publication (commercial or otherwise) without the full agreement of Marrakech-Medina.

10. POLICE FORMALITIES
Marrakech-Medina is responsible for the standard Moroccan police formalities in order to satisfy the local authorities. A police form will be given to you to fill in upon arrival.

11. ATTRIBUTION OF JURISDICTION
Should there be dispute over the implementation of the present conditions, the courts of Marrakesh, Morocco, will be the sole competent authority to settle the matter These General Conditions, drawn up on mars the 1st, 2003, annul and replace all preceding general conditions and are applicable for all reservations made after this date