Terms and conditions of rental
Last updated: 3 November 2026.
These terms and conditions of rental (the "Terms") govern every booking request and every stay arranged through reservationmarrakech.com. By sending a booking request or paying a deposit, the Guest confirms having read and accepted them.
1. Purpose and definitions
The House means [company name], a company incorporated under Moroccan law, registered with the Marrakech Trade Register under number [RC], ICE [ICE], with its registered office at [address], which operates reservationmarrakech.com and the collection of villas, riads and apartments presented on it.
The Guest means any adult natural person who sends a booking request and enters into a rental contract for themselves and the persons accompanying them. The Guest vouches for compliance with the Terms by all occupants.
The Property means the villa, riad or apartment described on the Site and in the Quote.
The Quote means the written, priced and dated offer sent by the House to the Guest.
The Stay means the short-term rental of the Property for the dates, capacity and services stated in the Quote.
The Site is a showcase and an enquiry tool. It offers neither instant booking nor online payment.
2. Booking request and quote
The Guest sends a request through the Site form, by e-mail, by telephone or by WhatsApp, stating the dates, the number and ages of travellers and any special wishes.
The House replies within 24 hours (working days, Marrakech time), confirming availability and sending a Quote. The Quote states the Property, the dates, the maximum number of occupants, the price of the Stay, included and optional services, the deposit amount, the payment schedule, the security deposit, the applicable tourist tax and its period of validity.
Unless otherwise stated, a Quote is valid for 48 hours. After that time, or if another request is received for the same dates, the House may withdraw or update it.
Descriptions, photographs and plans published on the Site are provided in good faith and for guidance only; only the Quote binds the House.
3. Formation of the contract
The booking becomes firm and final when the House receives the deposit stated in the Quote (usually 30% of the price of the Stay) within the Quote's period of validity. The House then sends a written booking confirmation.
Until the deposit is received, no option is held and the dates remain open to other requests, unless otherwise agreed in writing.
A rental contract reflecting the Quote and these Terms is signed on arrival, when the keys are handed over. In the event of conflict, the order of precedence is: the contract signed on arrival, the Quote and confirmation, these Terms.
In accordance with article 42 of Moroccan Law No. 31-08 on consumer protection, accommodation services supplied on a specific date are not subject to the right of withdrawal provided for distance contracts. The applicable cancellation conditions are those of article 8.
4. Prices and currencies
Prices are set and invoiced in Moroccan dirhams (MAD). Amounts shown on the Site or in the Quote in euros (EUR) or US dollars (USD) are indicative equivalents calculated at the exchange rate on the day the Quote is issued.
Where a payment is made in a currency other than the dirham, the amount taken into account is the amount actually credited to the House's account, converted at the receiving bank's rate on the day of credit. Bank, exchange and transfer charges are borne by the Guest; the amount received must be net of charges.
Unless otherwise stated in the Quote, the price of the Stay includes the use of the Property for the agreed dates and capacity, household linen, ordinary water and electricity consumption and the services described as included. It does not include the tourist tax, the security deposit, optional services and extraordinary consumption (for example pool heating where not included), which are listed separately.
5. Deposit, balance and payment methods
The deposit is payable by bank transfer to the account stated in the Quote. The balance is payable according to the schedule in the Quote and no later than 30 days before arrival or, for a booking made less than 30 days before arrival, in full at the time of booking. With the House's written agreement, the balance may be paid on arrival, in cash or by any other agreed method.
The House takes no online payment on the Site and never asks for card numbers by e-mail, telephone or messaging. Bank details appear only in the Quote; if in doubt, the Guest should verify them through a second channel (telephone call) before any transfer.
If the balance is not paid when due, and a reminder remains unanswered for 5 days, the House may treat the booking as cancelled by the Guest and apply article 8.
6. Security deposit
A security deposit, in the amount stated in the Quote, may be required. It is paid no later than on arrival, by prior bank transfer or in cash against receipt, as stated in the Quote.
The security deposit covers damage to the Property, its furniture and equipment, lost keys or items, exceptional cleaning costs and unpaid consumption or services. It is returned within 7 working days after departure, less any amounts substantiated by an estimate or invoice. If the damage exceeds the security deposit, the Guest remains liable for the difference.
7. Tourist tax and tourism promotion tax
Stays are subject to the tourist tax (taxe de séjour) and, depending on the classification of the Property, the tourism promotion tax provided for by Moroccan local taxation law. These taxes are calculated per person and per night according to the scale applicable to the Property; children under 10 are exempt under the conditions set by law.
Where not included in the price, their amount is stated in the Quote and paid as indicated there.
8. Cancellation and changes
Cancellation by the Guest. Any cancellation must be notified in writing (e-mail); the date of receipt is decisive. Unless the Quote provides otherwise, cancellation charges are as follows:
- More than 60 days before arrival: 50% of the deposit is refunded; the remainder of the deposit is retained by the House as a file fee and for having held the Property.
- From 60 to 30 days before arrival: the deposit is retained in full by the House.
- Less than 30 days before arrival, no-show or early departure: the full price of the Stay is due.
Bank charges relating to a refund are deducted from the amount returned.
Changes by the Guest. Any request to change dates, Property or capacity is examined subject to availability and may give rise to a new Quote. An accepted change is not a cancellation. A reduction in the number of nights or travellers after confirmation does not entitle the Guest to a refund, unless agreed in writing.
Cancellation by the House. If, other than through force majeure, the House cannot honour the booking (damage, unavailability of the Property, urgent works), it informs the Guest without delay and offers a Property of equivalent or higher category and price at no extra cost. If the Guest declines, the House refunds all sums paid within 14 days and pays the Guest compensation equal to the deposit received, as liquidated damages.
9. Arrival, departure and formalities
Unless otherwise stated in the Quote, the Property is available from 3:00 pm on the day of arrival and must be vacated by 11:00 am on the day of departure. Late arrival or departure outside these hours must be agreed in advance and may be charged.
On arrival, the Guest presents the passport or identity card of every occupant. In accordance with Moroccan regulations on tourist accommodation establishments and on the stay of foreign nationals, the identity details of all occupants are recorded and reported to the competent authorities. The Guest signs the rental contract and a check-in inventory; a check-out inventory is drawn up on departure.
The Guest may not occupy the Property before completing these formalities.
10. Capacity and use of the Property
The Property is rented for the maximum number of occupants stated in the Quote, children and infants included. Any additional person, even for one night, must be declared and accepted in writing before arrival; the House may refuse or charge for them. Unauthorised overcrowding entitles the House to terminate the Stay without refund.
The Property is intended for quiet, private holiday accommodation. The following are prohibited without prior written consent: parties, receptions, weddings, filming, professional events, sub-letting and any transfer of the booking.
11. House rules
The Guest and the occupants undertake to:
- respect the neighbourhood, especially in the Medina, and keep quiet between 10:00 pm and 8:00 am;
- follow the Property's safety instructions, particularly around pools, basins, terraces and stairs; children remain under the constant supervision of the adults accompanying them;
- refrain from smoking indoors;
- bring pets only with the House's prior written consent;
- respect the household staff and the agreed service hours;
- use equipment for its intended purpose and report any incident, breakdown or damage without delay;
- comply with the laws and regulations of the Kingdom of Morocco and local customs.
The Property's own house rules, handed over on arrival, supplement these Terms.
12. Guest's obligations and liability
The Guest is liable, for themselves and for the occupants, for any damage caused to the Property, its contents and third parties during the Stay. The Guest returns the Property in the condition in which it was found, ordinary cleaning excepted.
In the event of a serious breach of these Terms (overcrowding, unauthorised party, nuisance to neighbours, damage, behaviour endangering the safety or dignity of staff), the House may end the Stay after an unheeded warning or, in an emergency, immediately. Sums paid are retained and the Guest remains liable for damage.
The Guest is responsible for the validity of their travel documents, visas and insurance, and for personal belongings and valuables left in the Property.
13. Liability of the House
The House undertakes to provide a Property that conforms to the Quote, is clean and in working order, and to remedy any reported malfunction as quickly as possible.
The House cannot be held liable for inconveniences outside the Property and beyond its control: road or neighbouring works, city noise, water or power cuts attributable to public networks, internet outages, weather conditions, the call to prayer and religious or cultural events.
Optional services (transfers, chef, excursions, treatments) are arranged by the House on the Guest's behalf; their performance is the responsibility of the provider carrying them out, the House remaining the Guest's point of contact for any difficulty.
To the extent permitted by law, the House's liability in respect of a Stay is limited to direct and foreseeable loss and may not exceed the total price of the Stay actually paid. This limitation does not apply to personal injury or to gross negligence or wilful misconduct.
14. Insurance
The Guest is advised to take out, before departure, travel insurance covering cancellation, curtailment, repatriation, medical expenses and civil liability abroad. No such insurance is included in the price of the Stay.
The Guest declares that they hold civil liability insurance for damage they may cause during the Stay.
15. Force majeure
Neither party is liable for failure to perform its obligations as a result of force majeure within the meaning of articles 268 and 269 of the Moroccan Code of Obligations and Contracts: an unforeseeable, irresistible and external event such as a natural disaster, an epidemic subject to official measures, closure of borders or airspace, or an official decision prohibiting the stay.
Where force majeure prevents the Stay, the House first offers to move the dates within a 12-month period or to issue a credit note of the same duration; failing agreement, sums paid are refunded, less duly substantiated costs already incurred and not recoverable from third parties.
16. Complaints and mediation
Any incident during the Stay must be reported immediately to the House so that it can be remedied; a complaint made after departure, without prior notice, cannot relate to issues that could have been resolved on site.
Complaints are sent in writing, within 15 days of departure, to contact@reservationmarrakech.com or to the House's postal address. The House acknowledges receipt within 5 working days and gives a reasoned reply within 30 days.
If the disagreement persists, the parties undertake to seek an amicable solution before any legal action, including, by mutual agreement, through conventional mediation organised in accordance with Moroccan Law No. 95-17 on arbitration and conventional mediation. The Guest may also contact a recognised consumer protection association.
17. Governing law and jurisdiction
These Terms and every Stay are governed by Moroccan law, in particular the Code of Obligations and Contracts, Law No. 31-08 on consumer protection and Law No. 80-14 on tourist establishments and other forms of tourist accommodation.
Failing an amicable settlement, the courts of Marrakech have jurisdiction, subject to the mandatory jurisdiction and consumer protection rules from which the Guest benefits under the law of their country of habitual residence.
18. Language, entire agreement and changes
These Terms are written in French, English and Arabic. In the event of any difference of interpretation, the French version prevails.
If any provision of the Terms is held invalid or unenforceable, the others remain in full force.
The House may amend the Terms at any time; the version applicable to a Stay is the one in force on the date the Quote is issued, attached to or referenced in the Quote.
Questions? See our contact page.