Booking Policy Hot Air Balloon
We act in the following capacities: as a booking agent for hotel, restaurant and activity bookings. Our obligations to you may vary depending upon which arrangements you book with us and we have tried to set them out below as clearly as possible.
Moroccan Musthaves acts as a booking agent for the hotels, restaurants and activities it books on your behalf. When you make a booking, you are entering into a contract with the hotel via Moroccan Musthaves, not with Moroccan Musthaves itself. As an agent we accept no responsibility for the acts or omissions of the parties or for the services provided by the parties. The parties terms & conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking.
Must-eat & Must-do’s:
Payments are made on the spot.
For your security, payments online are made through secure servers. For all hotel-bookings, Moroccan Musthaves will take a credit card number that is forwarded securely to the hotel to guarantee your booking. Any advance deposits, additional fees or charges will always be clearly marked before you make your booking. Once paid, these deposit payments, additional charges and fees are non-refundable in the event of cancellation. a deposit of 100% of the full stay (reservation 20% and booking 80%) including tax is required at the time of booking. Credit card security is mandatory.
Your booking is confirmed and a contract between you and the parties will exist when we send you confirmation on their behalf. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us.
Where an offer of availability is made by the parties, your booking is not confirmed until you receive a booking confirmation. We therefore advise you to accept the offer as soon as possible after receipt in order to make a firm booking. You will be notified by email within 24 hours whether your booking has been confirmed. It is your responsibility to contact Moroccan Musthaves if a confirmation email has not been received.
All currency conversions are based on data from .. and are only valid on the date of booking as a guideline. Payments are taken by parties in the parties’ local currency and may be subject to exchange-rate fluctuations (depending on the date charged) and charges from your bank or credit card issuer for which we have no liability. If you wish to avoid this by fully prepaying your booking to us in your preferred currency please ask at the time of booking.
Please note: any applicable VAT/taxes may be subject to change at any time.
Amendment & Cancellation Policy If you wish to amend or cancel a confirmed booking, you must contact us. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the parties. In all cases, once the booking is confirmed, you are subject to the terms and conditions of the policies cancellation policies. In the event of cancellation by the Agency of the booking of the Services, we will refund
the related Service Fee actually paid in the amount of:
- 90% of the Service Fee if we receive the cancellation in writing at least 5 weeks prior
to the date of the Service.
- 50% of the Service Fee if we receivee the cancellation in writing to us at least 48 hours
prior to the date of the Service.
- The Agency will not be entitled to any refund if we receive the cancellation less than
48 hours before meeting time. In case of “no show” of the Client after 1 hour from
agreed meeting time, the Agency shall be deemed as having canceled the Services.
- If the Service is cancelled from the Agency due to heavy rain, even without any notice,
we shall refund 80% of the Service Fee to the Agency unless otherwise agreed in
writing between the Parties.
If we do not provide the Service for any reason whatsoever due to us, the Agency will
exclusively be entitled to claim for the refund of the Service Fee which has already been
paid to us by such Agency .
- 200 MAD per sidecar if the pickup point is located in the medina, Gueliz or la palmeraie..
- 400 MAD per sidecar if the pickup point is located beyond those areas.
Changes and Cancellations by the parties
We will inform you as soon as reasonably possible if the parties need to make a significant change to your confirmed booking or to cancel. We will also liaise between you and the parties in relation to any alternative arrangements offered by the parties but we will have no further liability to you.
Accuracy of prices & descriptions
Moroccan Musthaves cannot be held liable for errors or omissions in bookings or pricing, either made by the parties, or as a result of system failure of any kind. We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur. You must check the price of your chosen arrangements at the time of booking.
Our responsibility for your booking
Your contract is with the parties and its terms and conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
Because the contract for your arrangements is between you and the parties, any queries or concerns should be addressed to them. If you have a problem, this must be reported to the parties immediately. If you fail to follow this procedure there will be less opportunity for the parties to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.
If you still wish to complain when you return home, you can contact us and we will liaise between you and the parties in order to try to resolve your complaint. Please note that we do this as part of our customer service to you and as a gesture of goodwill only. We do not accept responsibility for dealing with complaints, nor do we have any liability for refunds or compensation.
If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking by email. We will pass on all such requests to the supplier, but we can’t guarantee that they will be met and we will have no liability to you if they are not.
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the supplier(s) concern’s control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.
All guests staying with us are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of other guests. If in our opinion or in the opinion of any of the parties’ managers or any other person in authority, your behavior or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any of our other guests or any third party or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking arrangements with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other service immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other service will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the parties’ manager or other supplier prior to departure from the parties. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behavior of other guests or individuals who have no connection with your booking arrangements or with us.
Conditions of Suppliers
Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.
Changes by You & Transfer of Booking
If you wish to change any part of your booking arrangements after our confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of an administration fee of €50 per person per change as well as any applicable rate changes or extra costs incurred as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable.
If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the arrangements) providing we are notified not less than 28 days before departure and you pay an amendment fee of €50 per person transferring, meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers and the transferee agrees to these booking conditions and all other terms of the contract between us. If you are unable to find a replacement, cancellation charges as set out will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.
Note: Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
If you cancel your booking (FLEXIBLE RATES ONLY)
If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below. The cancellation charge detailed is calculated on the basis of the total cost. In case of no show, the total amount is charged.
|Period before departure within which notice of cancellation is receive by us in writing||Cancellation charge as a % of total booking price*|
|60 days or more||Loss of deposit|
|Less than 7 days||100%|
*In some cases the deposit may be a higher amount to secure your arrangements, this will be non-refundable and the charges will be added to the cancellation charges above. We will deduct the cancellation charge(s) from the amount you have already paid to us.
Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges at your insurance company.
For all bookings, by making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:
- He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
- He/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all manners of the party are of the appropriate age to purchase those services;
- He/she accepts responsibility for payment of the arrangements on behalf of all persons detailed on the booking.