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The following General Terms and Conditions of Sale govern all transactions made on the Riad des Lys website. Any order/reservation placed on this site implies the customer’s unconditional and irrevocable acceptance of these conditions.
Failure to comply with the provisions below will result in immediate termination of the contract and financial penalties will be applied. In the event of non-compliance with the rules and regulations of the Riad des Lys, the customer will be asked to leave the establishment without being able to demand any refund.
Please read these terms and conditions carefully as they apply to all bookings made at Riad des Lys. We reserve the right to change these terms and conditions at any time without prior notice.
All stays sold on www.riaddeslys.com are subject to availability.
The Riad des Lys company reserves the right to withdraw from its site a stay, or availability of rooms, without prior notice. It can in no way be held to compensate or cancel an order following the impossibility of booking for a reason of incompatibility with the dates of availability of the buyer.
BOOKING CONDITIONS
We do not accept bookings from minors. The main guest must be at least 18 years old and have legal capacity.
To make a reservation, please check availability by completing the online reservation form, indicating the number of people in your party and the dates you wish to travel.
The maximum number of guests per room is indicated in the room occupancy details on the website. If the person making the booking is different from the main guest occupying the room, the person making the booking may be liable for cancellation, non-arrival and damages as set out in this document. Only the main guest and the person making the booking are permitted to use the Riad and its facilities, any third party visitors are only permitted access with our express permission.
To secure all bookings, we require a deposit to be paid in advance at the time of booking, the amount of this deposit is 50% (fifty percent) of the total amount of the booking including taxes. Tourist tax is charged in addition.
For bookings during the period between Christmas and New Year (20 December to 4 January), a non-refundable deposit of 50% (fifty per cent) of the total amount of the stay, including taxes, will be paid at the time of booking. Tourist tax will be added. The balance of the stay must be paid 90 days before the date of arrival.
Deposits must be cleared before the reservation is confirmed. Deposits are only refundable under the conditions stated here.
Payments can be made online/by telephone using a debit/credit card, as well as by digital bank transfer, or cash deposit. Any fees charged by our banks for processing dishonoured cheques, bank transfers or any other payments must be refunded by the principal customer within 7 (seven) days of the request.
The contract is subject to these general booking conditions and to Moroccan law.
Once the contract has been concluded, we are responsible for providing you with what you have booked and you are responsible for paying for the accommodation. If you do not comply with this obligation, your booking may be cancelled and you will be charged a cancellation fee.
The relevant documentation will be sent to you by e-mail. It is essential that you check all the details of your booking carefully when you receive it, and contact us immediately if you have any questions. We cannot be held responsible for the non-receipt of information if you have not provided a valid email address.
If you wish to cancel or change your booking at a later date, you may be required to pay a cancellation or change fee which may be equal to the total price of the accommodation.
All guests agree to respect the privacy and peace of all other guests, neighbours and owners at all times. We reserve the right to cancel a booking with immediate effect if guests fail to honour this agreement or cause a disturbance or nuisance to other guests, neighbours or owners.
OUR PRICE GUARANTEE
The prices mentioned on our website are indicated in euros, including all taxes, and are valid at the time of consultation by the customer and are those in force at the time of the order. The VAT is calculated in the order form according to the rate applicable on the day of the order. The order form is made in Euros.
Transactions are made in Moroccan DH, according to the exchange rate in force on the day of the order. Any change in the rate will be automatically reflected in the price of the reservations.
Prices may increase or decrease and you will be able to determine the updated price for the rooms you have chosen before confirming your booking. Please note that once you have agreed a price and made your booking, this is the price you will pay. If the price decreases, you will not be entitled to the accommodation at the new rate.
CHECK IN & CHECK OUT
Guests must check in and out at the times indicated below:
Check-in : from 2 pm – Check-out : before 10 am
CANCELLATION AND NO-SHOW POLICY
Clients who need to cancel a booking should contact us as soon as possible. Deposits already paid will only be refunded under the following conditions:
Customers who do not show up, or who do not notify us for any reason, forfeit their deposit and the full amount of the reservation is due.
In the rare event that we have to cancel your booking, please note that we cannot be held responsible for circumstances beyond our control and our liability to you is limited to the refund of any payment already made.
INSURANCE
It is highly recommended that you and all members of your party take out adequate travel insurance to cover the cost of cancellation, interruption, medical and repatriation expenses, loss of luggage, personal effects, damage, personal injury and cash/valuables. We will not be responsible for loss or damage to guests’ property left in their room and/or hotel at any time.
CHANGES TO YOUR ACCOMMODATION
We make every effort to provide you with the services as confirmed. However, some changes to accommodation and services may be made, for example in the event of maintenance to the property, weather conditions, local religious holidays etc.
Where necessary we reserve the right to replace your room with one of the same or higher standard in Marrakech. If it is not possible to confirm a suitable alternative, we reserve the right to cancel the booking. In this case, an email notification will be sent to you with the details. In this case your deposit will be refunded.
DAMAGE AND LOST PROPERTY
When you make a booking, you accept responsibility for any damage to the property or the riad that may be caused by you or a member of your party.
We reserve the right to charge the primary guest for any damage caused during the booking by a member of the booking party. This includes breakages, spills, stains, damage to furniture or facilities and equipment. Any accidental damage should be reported as soon as possible to minimise the damage and associated costs. In the event of loss of keys, key fobs or access cards, a replacement charge will be made for each lost key, key fob or card.
We reserve the right to terminate your stay or that of any member of your party if, in the reasonable opinion of the manager of Riad des Lys, the guest’s behaviour is likely to cause damage to the establishment or to prejudice the welfare of other guests. In such circumstances, the full amount of the booking is due and no refund will be made.
In addition, we will not be liable to compensate you for any costs or expenses that you may incur as a result of your early termination of your stay. You must also reimburse us for any damage caused.
Any lost items, if discovered and found, left by guests during a stay will be retained for a period of one month. Although we will do our best to return lost items to their owners, we do not accept responsibility for replacing lost items and encourage guests to ensure that they have all their items before leaving Riad des Lys. We can offer to send lost items by registered post at the owner’s expense, otherwise we can arrange collection.
ACCESS FOR THE DISABLED
Unfortunately, the old town of Marrakech, with its very narrow streets and old buildings, is not suitable for disabled access. Once you have passed the front door step, the double room on the ground floor of the Riad des Lys, as well as the patio and lounges, are accessible to disabled persons. As Riad des Lys does not have a lift, access to the upper floors, including the roof terrace, is by stairs only.
NON-SMOKING POLICY
All our rooms are non-smoking. Riad des Lys reserves the right to charge a one-night cleaning fee to guests who smoke in their rooms. Smoking is permitted in certain outdoor areas such as the Riad des Lys patio or the roof terrace. If the guest wishes to continue smoking inside or outside the designated areas, they will be asked to leave the Riad.
PETS
We do not allow pets in any of the accommodation, with the exception of assistance dogs for the blind.
COMPLAINTS
Any complaint about the quality of the services provided must be presented to the manager of Riad des Lys immediately.
SAFE DEPOSIT BOX
Riad des Lys declines all responsibility for lost or stolen items. Guests must ensure that they have locked their room(s) and window(s) on leaving. Identity papers and precious objects (watch, jewellery, means of payment, etc.) must be placed in the safe provided for this purpose.
WIFI
WiFi internet access is free of charge for Riad des Lys guests.
Where WiFi internet access is provided, guests agree to use this internet access fairly and appropriately. We may monitor network performance and user usage to maintain a fair and high level of service for all our guests.
The Internet access provided is for general use, such as accessing the web, email, messaging, social media, light video, music and multimedia streaming. It is not intended or ideally suited for heavy media streaming, online gaming, or heavy downloading/downloading. Accessing illegal activities or using our network for illegal activities is prohibited and will be reported to the local authorities.
ACCESS CONDITIONS TO THE RIAD DES LYS
Any person wishing to stay at the Riad des Lys is required to identify themselves and any accompanying persons.
We reserve the right of entry at any time as well as the right to refuse access to the rooms of the Riad des Lys or to any other area of the Riad. The protection of guests, visitors, the Riad des Lys and its property and the reputation of the establishment are of paramount importance.
You are responsible at all times for the proper conduct of your guests and visitors whilst in the Riad, including, without limitation, their behaviour in the Riad and the absence of noise or nuisance. You and your guests or visitors must co-operate and comply with all reasonable requirements of the management of Riad des Lys. Persons suspected of soliciting or annoying any person, whether a guest or visitor, will be refused access to Riad des Lys.
You undertake, on behalf of yourself and your guests or visitors, not to use the Riad des Lys or its services for illegal purposes or in violation of Moroccan law or any other legislation relating to the use of the Riad’s services. Examples of prohibited uses include, but are not limited to ;
EVENTS BEYOND OUR CONTROL (FORCE MAJEURE)
This includes, but is not limited to, war, threat of war, riot, civil disturbance or disobedience, government action, terrorist activity, natural or industrial disaster, fire, adverse weather conditions, floods, airport closures, third party disputes, technical or maintenance problems, or unforeseen operational decisions by air carriers such as changes in schedules or failures in computer infrastructure or internet connections. Unless otherwise expressly stated in these booking conditions, we shall not be liable and shall not be able to compensate you where the performance of our contractual obligations is prevented or affected by the occurrence of such events beyond our control.
SAFETY AND SECURITY ABROAD
Morocco is a Muslim country which applies the laws and customs of Islam. You should adapt your behaviour so as not to offend, particularly during the month of Ramadan or if you intend to visit religious buildings. You should always respect local traditions, customs, laws and religions.
Unfortunately, crimes against people and their property are an everyday occurrence throughout the world, and while in Marrakech it is very important to be vigilant and avoid attracting attention by wearing expensive jewellery, carrying expensive photographic equipment etc. Travellers have the same responsibility for their personal safety and that of their belongings as they do at home. We urge you to take reasonable precautions to protect yourself and your family during your holiday.
To make the most of your trip abroad, please consult the website of the Ministry of Foreign Affairs.
CCTV
Establishment under CCTV in the common areas. For the security of goods and persons, the establishment is placed under video surveillance. Only the cases provided for by the law authorise the provision of images.
SWIMMING POOL ACCESS
The Riad des Lys declines all responsibility for accidents occurring in or around the pool. It goes without saying that children must be under the supervision of their parents.
It is compulsory to wear a swimming costume in the pool area. Showering is compulsory.
RESTAURANT
Breakfast is served from 7 am to 10 am.
Lunch is served from noon to 2.30 pm and dinner is served from 7 pm to 10.30 pm
For reasons of hygiene, it is forbidden to store food in the rooms. Alcoholic beverages may not be brought in. For reasons of hygiene, it is also forbidden to picnic in the common areas of the Riad. All meals must be served on the tables provided for this purpose.
HEALTH AND VACCINATIONS
Health care facilities, hygiene and diseases vary from country to country. If you have any special needs you should seek advice before departure and ensure that you are up to date with your vaccinations or take the necessary preventive measures in good time to be effective on the date of travel.
CAR PARK
As Riad des Lys does not have a car park available to guests, guests agree to park their vehicles at their own risk.
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