General booking conditions

Supplier, villa and scope

ASSIRENA SARL, a limited-liability company with capital of 10 000 MAD, registered office at Boulevard Moulay Hassan 1er, SIBAM Building, Block A, 3rd floor, No. 10, 40000 Marrakech, Morocco, Trade Register Marrakech 184123, ICE 003994544000060, Tax ID 73183940, Business Tax 45117900, contact contact@palaisassi.com and +212 669 585 972, operates Palais Assi Collection and offers Villa Assi Prestige only as an exclusive-use villa for one party of one to six registered guests. Mandatory rules of a channel or agency also apply when used.

Enquiry, courtesy hold and contract

Selecting dates or sending a message is a non-binding enquiry. A written courtesy hold may normally last twenty-four hours. Before confirming, the client can review and correct dates, occupants, services, the total price and payment schedule. A booking becomes binding once the proposal and applicable version of these conditions are verifiably accepted, the required advance payment is received and ASSIRENA issues a durable confirmation.

Valid payment methods are those stated in the proposal: secure payment link, card terminal, Moroccan or foreign card, professional bank transfer, payment managed by a booking platform, Moroccan cheque and, exceptionally, cash.

If the villa becomes unavailable or overbooked, including because of a synchronisation failure, ASSIRENA informs the client immediately and offers the client’s choice of a genuinely equivalent or superior solution at no extra cost, or a full refund within seven days. Acceptance of a replacement must be express and does not remove the client’s rights where ASSIRENA is responsible for the unavailability.

Rates and minimum stays

• the rate is established for the entire villa, never per room;
• stays are available from one night, every day and all year round, including weekends and festive periods, subject to availability;
• the total amount for the requested dates is communicated in the personalised proposal before any commitment;
• rates are stated in Moroccan dirhams. Before confirmation, the summary specifies the total price, legally applicable taxes, optional services and every mandatory charge; these items are then detailed on the invoice;
• pricing covers the entire villa for one to six registered guests and the services expressly included.

Bookings through Airbnb or another platform

A booking made through Airbnb or another platform is concluded and paid within that platform’s journey. The prices, fees, due dates, cancellation and refund terms shown before confirmation govern that booking together with applicable mandatory rules.

These conditions apply to a platform booking only to the extent that they were clearly displayed or incorporated before confirmation. ASSIRENA adds no hidden fee, restriction or condition after booking. For a direct enquiry received through palaisassi.com, email or WhatsApp, only the accepted written proposal and these direct conditions apply.

Advance payment, balance and invoices

Standard plan: 30% advance payment on booking and balance 14 days before arrival. Very high season from 20 December 2026 to 4 January 2027: 50% advance payment and balance 45 days before arrival. A non-refundable rate may be offered only as a distinct, genuinely discounted option expressly selected by the client; a late booking may also require 100% as stated in the proposal. The first payment is an advance applied to the total price, not an option to cancel.

An advance invoice is issued for every collection and a final invoice itemises the total transaction and deducts advances already invoiced. Charges or exchange differences imposed by the guest’s bank remain the guest’s responsibility.

Cancellation, changes and withdrawal

Standard plan: cancellation received at least 14 calendar days before arrival is refunded in full; 7 to 13 days, a charge of 50% of the total price; less than 7 days, a charge of 100%. Festive period: full refund at least 45 days before arrival; 30 to 44 days, a 50% charge; less than 30 days, a 100% charge. These charges are reduced by resale revenue as stated below, cannot exceed the loss actually incurred and remain subject to the court’s reduction power under Article 264 of the Moroccan Code of Obligations and Contracts. No additional penalty is cumulative.

Cancellation takes effect when written notice is received. If the same nights are resold, the net revenue actually recovered reduces the cancellation charge to prevent double recovery; any balance due to the client is refunded within seven working days.

For a distinct, discounted non-refundable rate expressly selected by the client, the contractual cancellation or no-show charge is 100%, subject to the same resale and proportionality rules. It never applies to ASSIRENA’s own non-performance, a contrary mandatory rule or definitive impossibility caused by force majeure.

A no-show means that the client has not arrived by noon on the day after scheduled arrival and has given no prior written notice. An accepted late arrival is not a no-show. Early departure is treated as cancellation of the unused nights without an additional penalty.

Under Article 42 of Moroccan Law No. 31-08, the statutory withdrawal right in Articles 36 and 37 does not apply to accommodation supplied on specified dates. The cancellation and no-show terms shown before booking and included in the confirmation apply. This exclusion does not limit mandatory rights where ASSIRENA fails to perform. Any date change remains subject to availability, the new dates’ rate and ASSIRENA’s written agreement.

Security pre-authorisation and damage

A MAD 5,000 card pre-authorisation is required forty-eight hours before arrival or at check-in. It is not charged unless captured and is separate from the stay price.

Any capture is limited to an actual, evidenced and proportionate amount after the guest has been informed and may respond: direct damage, missing items, exceptional cleaning or authorised unpaid consumption. Fair wear and tear is excluded; evidence reflects age and depreciation. The instruction to release the uncontested portion is issued within seven working days; the time before it appears on the account then depends on the client’s bank.

Arrival, guests and house rules

• check-in from 3 pm; late arrivals are welcome at any hour, with your expected time shared with our team; check-out by 11 am;
• only registered guests may stay; visitors require prior written approval;
• parties, events, disturbances, commercial filming and unlawful activity are prohibited;
• no smoking indoors; tobacco only in designated outdoor spaces;
• pets are not accepted at launch except where legally required and agreed in writing;
• one exterior camera is installed at the entrance, active during stays and able to record images without audio; it covers no indoor or leisure area;
• the exact address and access credentials remain confidential.

Included and optional services

As stated in the proposal, included services comprise the entire three-bedroom villa, signature breakfast, daily housekeeping, linen and welcome, villa Wi-Fi, the rechargeable Orange WiFi D’jib hotspot for journeys, Netflix and Prime Video through Villa Assi Prestige’s dedicated subscriptions on equipped televisions, concierge assistance throughout the stay, Spa Lea with a private six-person hot tub, the Chjara-Stella rooftop hot tub and both private transfers — arrival and departure — between the villa and Marrakech-Menara, subject to conditions.

Additional driver, chef, meals, treatments, babysitting, laundry, groceries, guides, activities, hotels, restaurants and styling are quoted before order. The provider’s identity, availability, terms and price are verified before confirmation; written confirmation specifies the final public price and invoicing party. Depending on the offer, ASSIRENA may sell and invoice the service or coordinate a booking contracted and paid directly with the provider; no commitment is made without the client’s agreement. For a restaurant booking, the meal remains subject to the venue’s menu and terms; the optional transfer is priced separately while composing the stay.

Safety, liability and force majeure

Children remain under an adult’s direct supervision. The hot tubs, residence swimming pool, stairs, rooftop and wet floors present risks; posted rules are mandatory. Equipment may be closed for maintenance, weather or health and safety reasons.

ASSIRENA remains responsible for services it sells or invoices even when a supplier performs them. No limitation covers fraud, gross negligence, bodily injury or mandatory consumer rights.

Force majeure is an event impossible to prevent that makes performance objectively impossible under Articles 268 and 269 of that Code. A cost increase, transport delay, personal illness or ordinary synchronisation failure is not automatically force majeure. The affected party substantiates the impediment, limits its effects and refunds the service that has become definitively impossible.

Data, complaints and applicable law

Data is handled under the published privacy policy. Problems should be reported during the stay. Any written complaint may be sent by email to contact@palaisassi.com or by post to the following address: ASSIRENA SARL, Boulevard Moulay Hassan 1er, SIBAM Building, Block A, 3rd floor, No. 10, 40000 Marrakech, Morocco. It must state the booking reference and include any relevant supporting documents. Our service target is to acknowledge receipt within two working days and provide a reasoned response within ten working days.

Moroccan law applies without removing any more favourable mandatory consumer protection. The parties first seek an amicable solution. After a dispute arises, they may agree in writing to optional mediation; mediation is never imposed as a prerequisite to court access.

Consumer disputes fall within the courts having subject-matter and territorial jurisdiction under Article 202 of Moroccan Law No. 31-08. The version supplied before payment remains the version governing the booking.

Languages and records

These conditions are established in Arabic and accompanied by consistent French and English versions. Each version is accessible and retainable before booking. Where doubt remains, mandatory rules and the interpretation most favourable to the consumer prevail.

The durable confirmation records the stay, total price, deposit, balance, security pre-authorisation, selected policy and accepted conditions version. Later changes do not apply to bookings already confirmed.