Terms & Conditions of Sales

1. Check-in and check-out conditions

For security and fraud prevention purposes, upon check-in, guests may be required to confirm their identity by providing their booking reference, as well as their passport or identity card.
We are also legally required to ask customers for their passport or identity card number and place of issue, as well as details of their next destination. This information will be kept for at least 12 months and may be disclosed or made available to law enforcement or other relevant authorities for the prevention or investigation of crime.
This information may be requested for each member of your party aged over 16 and we reserve the right to refuse entry to anyone who cannot provide the requested information.
The primary customer must be at least 18 years old and present at the time of check-in.

Unless otherwise stated on the booking confirmation, guests can check in from 3:00 PM on the scheduled arrival day.
All rooms secured by a deposit or advance payment will be held until 11:59 p.m. on the scheduled day of arrival, unless otherwise agreed with the hotel.

On the day of departure, we ask all guests to vacate their rooms by 12:00 PM Monday to Saturday, and by 1:00 PM on Sunday (unless otherwise stated in your reservation).
Late check-out may be requested subject to availability and will be charged at an hourly rate at the hotel's discretion.
Rooms are subject to maximum occupancy rules set by the hotel. For more details, please contact the Reservations team.

2. Children's Policy

Riad El Borj considers children to be 12 years old or younger. Please note that guests over 12 years old will be considered adults and charged accordingly upon arrival.

3. Payment

We accept the following payment methods: cash at the hotel reception, online payments and card payments at the hotel.
At check-in, we will issue an authorization covering the room rate, VAT, and any services. We can also accept a cash deposit in lieu of payment.
During your stay, the hotel system will calculate incidental charges to your room daily. If these charges exceed the authorization made at check-in, a new authorization will be automatically requested. If declined, an alternative payment method or deposit may be required. If payment is not received, we reserve the right to restrict access to your room.

All fees due must be paid in full upon check-out. If the final amount does not exceed the initial authorization, the unused amount will be released.
In the event of an extended stay, we may require more frequent payment of current charges.
Please note that the release (or refund) of pre-authorized amounts typically takes 24 to 48 hours, but can take up to 7 business days or more depending on the cardholder's bank.

The customer provides their bank details by credit or private bank card (Visa, Mastercard, American Express, Diners Club, etc., depending on the options offered by the establishment's booking platform) by directly indicating, in the area provided for this purpose (secure entry by SSL encryption), the card number, without spaces between the numbers, as well as its expiry date (it is specified that the bank card used must be valid at the time of consumption of the service) and the visual cryptogram. They must present themselves at the establishment with the bank card used to guarantee the reservation. The total payment or deposit will be taken at the time of booking depending on the payment method chosen by the establishment. All price conditions are visible to the customer before confirming the reservation. The establishment has chosen Payzone to secure online payments by bank card. The validity of the customer's payment card is verified by payzone.ma. There are several reasons why a payment card may be refused: stolen card, blocked card, limit reached, data entry error, etc. In the event of a problem, the customer must contact their bank on the one hand, and the establishment on the other to confirm their reservation and payment method.

4. Cancellation and refund

The customer is reminded, in accordance with Article L. 221-28 of the Consumer Code, that he does not have the right of withdrawal provided for in Article L221-18 of the Consumer Code. The conditions of sale of the reserved rate specify the terms of cancellation and/or modification of the reservation. Reservations with prepayment may not be subject to any modification and/or cancellation. The amounts paid in advance, which are the deposits, will not be refunded if the cancellation is due to the customer.
In this case, it is mentioned in the conditions of sale of the tariff. When the terms of sale of the reserved rate allow it, cancellation of the reservation can be made directly with the establishment, whose telephone contact details are specified on the reservation confirmation sent by email. All reservations are nominative and cannot under any circumstances be transferred to a third party, whether free of charge or for a fee.

All reservations are non-refundable. Changes or cancellations do not entitle you to a refund. The total amount of the stay will be charged at the time of booking. There are no refunds possible in the event of cancellation. However, the establishment may agree to change the dates of your stay.

5. Pricing

We offer a wide range of packages and rates that vary based on availability and demand.
All prices are subject to change without notice. Prices are subject to availability and include VAT at the current rate. The rate is guaranteed once you receive a confirmation number.

6. Availability

During major sporting, social, conference, or exhibition events, some rates may not be available. Certain dates may have a minimum stay requirement. All rates are subject to availability.

7. Group Reservations

Any booking of eight or more rooms is considered a group booking and is subject to our Group Terms and Conditions, which differ from standard rates. Please contact the Reservations team for further details.

8. Best Rate Guarantee

By booking directly with us, you are guaranteed to receive the best available rate.
In the unlikely event that you find a lower rate for the same room type, dates, and conditions on a website other than Riad El Borj, please send us a screenshot of the final booking page (where payment is required) to: riadelborj@outlook.com . After validation, we will match the rate.

This guarantee does not apply to the following types of rates:

Preferential rates reserved for members of certain programs (AAA, seniors, government, employees, loyalty, etc.)
Non-public rates, such as those negotiated for groups or businesses
Packages including other items (e.g., parking, entertainment, meals other than breakfast)
Rates from auction sites where the hotel name or price is only revealed after the booking is confirmed
Private rates or rates requiring a connection

The claim must be made within 24 hours of booking on the Riad El Borj website or with the Reservations team.

9. Liability

Customers remain responsible for settling their bill, even if a third party (individual, group, company, association) has initially agreed to pay it.

10. Damage caused to the establishment

We reserve the right to charge guests for the cost of repairing any damage caused willfully, negligently, or recklessly to hotel property.
If damage is discovered after the guest's departure, an invoice may be sent to their address. However, we will endeavor to repair the damage internally before calling on external service providers to limit costs.

11. Theft of hotel items

We reserve the right to charge guests the cost of replacing any item removed from the property without authorization.
The invoice will include replacement and shipping costs. If the theft is discovered after the customer's departure, an invoice may be sent to their address.

12. Handling of fire safety equipment

We reserve the right to take action against any customer found to have tampered with smoke detectors or fire-fighting equipment (e.g., detection heads, alarm points, fire extinguishers).
Fees will be charged for any damage or intervention. Depending on the severity, the customer may be evicted or the police may be alerted.
If this is noticed after the customer has left, an invoice may be sent.

13. Inappropriate behavior

It is our duty to guarantee each customer a stay with respect and dignity.
If behavior is deemed inappropriate by the duty manager or reported by others, the hotel reserves the right to take action after investigation.
Depending on the severity, the client may be evicted or the police may be called.

14. Vehicles

Vehicles are parked at the owners' own risk.
In the event of a problem with a vehicle, the hotel declines all responsibility.
A vehicle left more than 8 hours after the customer's departure without written authorization may be removed at the owner's expense.
Nothing in this clause restricts the legal rights of customers as consumers.

15. Applicable law in the event of a dispute

These General Conditions of Sale are governed by the law of the country of establishment without prejudice to any mandatory protective provisions that may be applicable in the country of residence of consumers.

16. The right of return

These general terms and conditions of online sales may be modified and/or supplemented at any time by the establishment. In this case, the new version of the general terms and conditions of online sales will be posted online by the establishment.