General Terms and Conditions of Sale

1. Scope

These General Terms and Conditions of Sale apply to reservations and paid services supplied by Hotel Kasbah Azalay.

Services may include:

Rooms and suites
Accommodation-only stays
Half-board stays
Full-board stays
Restaurant services
Swimming pool and spa facilities
Massage services
Hammam access
Desert bivouacs
Dromedary rides
4×4 excursions
Vehicle rental
Professional guide services
Desert logistics assistance
Additional hotel services

The hotel’s official website confirms that it offers rooms and suites, a restaurant and snack bar, a 600 m² spa building with a climatized pool, massage rooms, women’s and men’s hammams, changing rooms, showers, and desert activities.

2. Hotel information

Hotel Kasbah Azalay
M’Hamid El Ghezlane
45400 Zagora
Morocco

Telephone: +212 5248-48096
Email: info@azalay.com

3. Description of services

The main characteristics of rooms, services, and activities are presented on the website or communicated before booking.

Photographs are illustrative.

Variations in:

Decoration
Furniture
Room orientation
Views
Menus
Vehicles
Desert tents
Excursion routes
Activity programmes

do not constitute non-performance where the essential nature of the confirmed service is preserved.

Guests should contact the hotel before booking when a specific feature is essential to their stay.

4. Prices

Prices displayed on the website apply to the service and booking conditions shown at the time of reservation.

Depending on the selected offer, a price may include:

Accommodation only
Half board
Full board
A specified activity
Other services expressly listed in the booking confirmation

Services that are not expressly included are charged separately.

Hotel Kasbah Azalay’s official website displays different room rates and meal-plan options depending on room category.

The final price and included services are those shown in the booking confirmation.

5. Reservation

A reservation becomes confirmed when Hotel Kasbah Azalay sends written confirmation to the customer.

Before confirmation, an availability request does not guarantee:

A room
A rate
An activity
A transfer
A vehicle
A guide
A spa service

The customer must check the booking confirmation and report any error as soon as possible.

6. Guest information

The person making the reservation confirms that:

The information supplied is accurate
They are authorised to book for all listed guests
They will communicate the conditions to accompanying guests
They are responsible for the reservation and payment obligations

7. Payment

Hotel Kasbah Azalay accepts Visa.

The hotel reserves the right to pre-authorise a credit card before arrival.

Any deposit, balance, payment deadline, or specific rate condition communicated during booking forms part of the reservation.

Additional services used during the stay may be paid separately.

8. Arrival and departure

Check-in: from 12:00 until 00:00
Check-out: from 05:00 until 12:00

Early check-in and late check-out depend on availability and may be subject to additional charges.

Guests may be required to present valid identification at arrival.

9. Children, cots, and extra beds

Children under two years of age stay free of charge when using existing beds.

Children under two years of age also stay free of charge when using an available cot or crib.

Older children and adults are charged €38 per person per night for an extra bed.

A maximum of one extra bed or cot is permitted per room.

Extra beds and cots are available on request and require confirmation from hotel management.

Supplements are not automatically included in the reservation total and must be paid separately during the stay.

10. Pets

Pets are allowed free of charge.

Owners remain responsible for:

Supervising their animals
Preventing disturbance
Maintaining cleanliness
Repairing damage caused by their animals
Following hotel safety instructions

11. Booking modifications

Requests to change:

Stay dates
Room category
Number of guests
Meal plan
Activities
Transfers
Additional services

are subject to availability.

A modification is valid only after written confirmation from Hotel Kasbah Azalay.

A different rate or booking condition may apply to the modified reservation.

12. Cancellations

Cancellation conditions depend on the rate, room, service, booking channel, and conditions presented when the reservation is made.

Customers must review the cancellation conditions displayed before confirming the booking.

Bookings made through an external platform should normally be modified or cancelled through that platform.

Where a booking is described as non-refundable, amounts paid may not be refunded.

13. Failure to arrive

Where a guest does not arrive and has not cancelled according to the applicable reservation conditions, the hotel may apply the no-show conditions stated in the booking confirmation.

14. Hotel modifications

Hotel Kasbah Azalay may modify or cancel a service where necessary because of:

Safety concerns
Severe weather
Desert access conditions
Technical problems
Vehicle breakdown
Government restrictions
Force majeure
Circumstances outside the hotel’s reasonable control

Where possible, the hotel may propose:

An alternative service
A different date
A comparable room
A credit
A refund for the unavailable service

The appropriate solution depends on the circumstances and applicable law.

15. Restaurant and meal plans

The hotel restaurant serves selected regional Moroccan and European cuisine.

The restaurant building includes a dining room and two Moroccan lounges. The hotel also has a snack bar with interior lounges, satellite television, and an outdoor terrace overlooking the hotel complex and gardens.

Meal plans include only the meals specified in the reservation.

Drinks, special menus, private dining, and additional items are charged separately unless expressly included.

Menus and service arrangements may vary according to:

Season
Occupancy
Availability
Events
Operational requirements

Guests should inform the hotel in advance about allergies or dietary requirements.

16. Swimming pool and spa

The spa building includes:

A climatized pool
Massage rooms
A women’s hammam
A men’s hammam
Changing rooms
Showers and toilets

Access may depend on:

Availability
Opening arrangements
Advance reservation
Age restrictions
Hygiene rules
Safety requirements
Additional charges

Guests should inform staff of any relevant medical condition before using wellness services.

17. Desert bivouacs

Hotel Kasbah Azalay offers standard, luxury, and VIP bivouac categories.

The official hotel description states that bivouac experiences may include traditional Berber tents, gastronomy, nomadic music, food, accommodation, professional organisation, and optional technical vehicle assistance.

The exact programme and services included depend on the selected package and booking confirmation.

18. Activities and excursions

Activities may include:

Dromedary rides
Desert bivouacs
4×4 excursions
Vehicle rental
Professional guides
Logistics support

The hotel’s official activities page presents these services as part of its Sahara experience offering.

Routes, duration, departure times, and programmes may change for safety or operational reasons.

Participants must:

Follow staff and guide instructions
Wear suitable clothing
Carry recommended supplies
Respect local communities and the environment
Disclose relevant health or mobility limitations
Avoid dangerous behaviour

19. Vehicle rental

Vehicle-rental services may involve separate conditions relating to:

Driving licences
Driver eligibility
Insurance
Deposits
Fuel
Damage
Route limitations
Traffic offences
Guide or driver services

Customers must accept the applicable rental conditions before receiving a vehicle.

20. Guest conduct

Guests must respect:

Other guests
Hotel staff
Hotel property
Safety instructions
Local customs
Environmental rules

Guests must not:

Damage hotel property
Disturb other guests
Exceed confirmed room occupancy
Use rooms for unlawful purposes
Bring dangerous materials
Ignore staff safety instructions

Serious or repeated misconduct may result in termination of the stay, subject to applicable law.

21. Damage

Guests are responsible for damage caused intentionally or negligently by:

Themselves
Accompanying guests
Children
Visitors
Animals under their responsibility

The hotel may charge reasonable repair, replacement, or additional-cleaning costs.

22. Personal belongings

Guests are responsible for taking reasonable care of personal belongings.

Hotel liability for loss, theft, or damage is governed by applicable law.

Nothing in these conditions excludes liability that cannot legally be excluded.

23. Complaints

Guests should report problems during the stay so that the hotel has an opportunity to resolve them.

Complaints after departure should be sent to:

Email: info@azalay.com

The message should include:

Guest name
Booking reference
Stay dates
Description of the issue
Supporting documents where relevant

24. Personal data

Personal information used for reservations and hotel services is processed according to the Privacy Policy and applicable Moroccan law.

25. Force majeure

Neither party is responsible for failure caused by an unforeseeable and unavoidable event beyond reasonable control, including:

Severe weather
Natural disaster
Road closure
Government restriction
Conflict
Epidemic
Strike
Interruption of essential services

The parties will seek a reasonable solution according to the affected service and applicable law.

26. Applicable law and disputes

These General Terms and Conditions of Sale are governed by Moroccan law.

The customer and Hotel Kasbah Azalay should first attempt to resolve any dispute amicably.

Where no amicable settlement is reached, the matter may be submitted to the competent Moroccan courts, subject to mandatory consumer-protection provisions.

27. Contact