Booking & Stay Conditions

These general conditions govern bookings made directly with Riad MELQA, in particular through its website, by email or by any other means of direct communication accepted by the establishment.

They apply to accommodation services as well as to the additional services offered directly by Riad MELQA.

Any booking implies that the guest has read and accepts these conditions, subject to the mandatory provisions of the applicable law.

Where specific conditions appear on a quotation, an offer or a booking confirmation, they supplement these conditions and prevail in the event of any contradiction in respect of the service concerned.

The person making the booking declares that they are of legal age and have the capacity required to enter into a contract.

They make the booking in their own name and, where applicable, on behalf of the other guests included in the booking.

They are responsible for passing on to the other guests the necessary information about the stay and about these conditions.

Any availability enquiry, commercial proposal or exchange with Riad MELQA does not, on its own, constitute a firm booking.

Unless otherwise agreed in writing, the booking becomes firm only after:

1. confirmation by Riad MELQA of availability and price;
2. communication of these conditions to the guest;
3. actual receipt of the requested deposit;
4. the sending by Riad MELQA of a written booking confirmation.

Until the deposit has actually been received, Riad MELQA is not obliged to hold the requested dates.

The applicable prices are those expressly communicated to the guest in their offer or booking confirmation.

The price states which services are included in the stay.

Additional services, in particular meals, transfers, activities, excursions, treatments or other experiences, are included only where expressly mentioned.

Any taxes or mandatory contributions not included in the communicated price must be clearly indicated to the guest where they apply.

Where payment is made in a currency other than the invoicing currency, any bank charges or conversion fees applied by the bank, the card issuer or the payment provider remain payable by the guest.

Unless specific conditions are expressly agreed: 50% of the total amount of the stay is required to confirm the booking.

The balance must be paid no later than 15 days before the scheduled arrival date.

For any booking made less than 15 days before arrival, Riad MELQA may request payment of the stay in full at the time of booking.

The booking is considered confirmed only once the requested payment has actually been received.

Should the balance remain unpaid on the agreed date, Riad MELQA may, after a reminder has gone unanswered within a reasonable period, treat the booking as cancelled by the guest and apply the corresponding cancellation conditions, subject to the applicable law.

Where payment is made through an external payment provider, the banking data is processed directly by that provider in accordance with its own security conditions.

Riad MELQA does not retain the guest's full payment card details.

Payment is deemed to have been made only once the transaction has actually been confirmed.

If a payment is declined, cancelled or invalidated, the booking cannot be regarded as definitively confirmed.

Any cancellation request must be sent to Riad MELQA in writing.

The date on which that request is received determines the applicable conditions.

Unless specific conditions were indicated at the time of booking:

Where a refund is due, it will be made within a reasonable period using a means compatible with that used for the original payment, subject to the processing times of the bank or payment provider.

If the guest does not arrive on the scheduled date without a prior cancellation made in accordance with these conditions, the total amount of the booked stay remains due.

Arrival later than the date or time initially planned does not give rise to any reduction in the price of the stay.

In the event of an early departure decided by the guest, the nights and services originally booked remain due, unless otherwise agreed in writing by Riad MELQA or required by a mandatory legal provision.

Any request to change the dates, the number of guests or the services is subject to the prior agreement of Riad MELQA and to the availability of the establishment.

Riad MELQA will endeavour, where reasonably possible, to offer a postponement.

A postponement is not, however, an automatic right.

Any change likely to result in a price difference will give rise to a tariff adjustment.

The change takes effect only once confirmed in writing by Riad MELQA.

The number of people accommodated may not exceed the number stated in the booking confirmation or the authorised capacity of the establishment.

Any additional person must be declared and accepted in advance by Riad MELQA.

Riad MELQA reserves the right to refuse access to any undeclared person where capacity, regulations, safety or the booking conditions do not allow them to be accommodated.

Riad MELQA is a private house intended to ensure the comfort and tranquillity of its guests as well as respect for the neighbourhood.

Guests undertake to use the premises and equipment in accordance with their intended purpose and to respect the safety and quiet-enjoyment rules of the establishment.

Any seriously dangerous, unlawful or violent behaviour, or behaviour seriously endangering the safety of people, the establishment or the neighbourhood, may justify the measures necessary to protect people and property, in compliance with the applicable law.

The person who made the booking is responsible, within the limits provided by the applicable law, for damage directly caused to the establishment, its furniture or its equipment by themselves or by the people for whom they are answerable during the stay.

Any damage observed may give rise to a request for reimbursement corresponding to the reasonable and justified cost of repair or replacement.

Riad MELQA will provide, where relevant, the corresponding supporting documents.

Guests remain responsible for their personal belongings during their stay.

Riad MELQA recommends that valuables are not left unattended.

The liability of the establishment in the event of loss, theft or damage is governed by the applicable law and cannot be excluded where the law prohibits such exclusion.

Certain activities, excursions, transport services, treatments or experiences offered to the guest may be delivered by independent providers selected by Riad MELQA.

Where Riad MELQA acts solely as an intermediary for booking a service delivered by a third party, that provider's specific conditions may apply.

They will be communicated to the guest, where necessary, before the service is confirmed.

This provision does not limit any liability that would legally fall to Riad MELQA.

Neither party may be held liable for a failure to perform directly caused by an event reasonably beyond its control and making performance of the service impossible, within the limits provided by the applicable law.

Depending on the circumstances, this may include: natural disaster, a decision of a public authority, conflict, civil unrest, epidemic, major fire, administrative closure or major disruption to transport.

The party concerned must inform the other party as soon as possible.

Riad MELQA will favour, where possible, a reasonable solution such as postponing the stay, issuing a credit note or making a refund where one is legally or contractually due.

If, for a reason attributable to Riad MELQA, the establishment is unable to honour a confirmed booking, the guest will be informed as soon as possible.

Depending on the circumstances and the options available, Riad MELQA will offer:

• a change of dates accepted by the guest;
• suitable alternative accommodation where this is reasonably possible;
• or a refund of the sums received for the services Riad MELQA cannot provide.

The mandatory rights the guest enjoys under the applicable law remain fully preserved.

Riad MELQA is responsible for the proper performance of the services it provides directly, within the limits provided by the applicable law.

It cannot be held liable for consequences arising exclusively from:

• fault or negligence on the part of the guest;
• incorrect information provided by the guest;
• an event of force majeure;
• or the act of a third party where the legal conditions for exemption are met.

Nothing in these conditions is intended to exclude or limit any liability that cannot lawfully be excluded or limited.

Any difficulty encountered during the stay should, as far as possible, be reported immediately to Riad MELQA so that the establishment can seek a solution.

Any complaint made after the stay must be sent in writing to contact@riadmelqamarrakech.com, stating the guest's name, the dates of the stay and the subject of the request.

The information collected in connection with a booking is used to manage the enquiry, the booking, the stay, payments and the relationship with the guest.

Data is collected and retained only to the extent necessary for those purposes and in accordance with the applicable personal data protection regulations.

Full details of the processing are set out in the website's privacy policy.

These conditions are governed by the law applicable to the establishment operated in Morocco, subject to any mandatory provisions that may apply to consumers.

In the event of a difficulty, the guest and Riad MELQA will first endeavour to reach an amicable solution.

Failing an amicable agreement, the dispute will be submitted to the competent courts determined in accordance with the applicable legal rules.

If any provision of these conditions is declared void or unenforceable, the remaining provisions continue to apply to the extent permitted by law.

The fact that Riad MELQA does not exercise a right provided for in these conditions on a given occasion does not constitute a definitive waiver of that right.

The applicable version is the one communicated to the guest and in force on the date their booking is confirmed.

Before paying the deposit, the guest must be able to consult these conditions.

Confirmation of the booking and payment of the deposit constitute acceptance of the conditions communicated to the guest, subject to the applicable mandatory legal rules.

When an online payment system is added to the website, an unticked confirmation box stating "I have read and accept the Booking & Stay Conditions" will have to be ticked before any payment.