Booking Conditions

Your booking with us is subject to these conditions, which are deemed to have been accepted in full by the hirer(s) when a part or full payment in advance is completed.

All bookings require you to pay a non-refundable deposit at the time of booking.

1. Confirmed Bookings
Reservations are subject to availability at the time of booking. Your reservation will only become when we acknowledge receipt of payment for the full rental fee. When we acknowledge receipt of your payment we will confirm your booking. Please be aware that your booking may not be secured if you fail to pay the required amounts when they are due.

In most cases we will charge an initial non-refundable deposit. The owner reserves the right to refund any deposit in full or part thereof at their discretion if you fail to meet the terms of our Cancellation Policy (clause 2). These deposits are charged in sterling. If the deposits are quoted in another currency, they will be charged at the equivalent sterling amount using the current daily market conversion rate as showing on XE.com. If you are making payment from a non-sterling bank account, you may be subject to additional charges from your bank.

2. Changes and Cancellations
Any changes or cancellations to your booking must be made in writing and notified to and received by the owner no later than 12 weeks prior to departure. Changes to the rental hire period will be subject to the property’s availability. Changes or cancellations made no later than 12 weeks prior to departure are eligible for a 50% refund if outside peak holiday periods. Changes and cancellations less than twelve weeks before departure will forfeit any deposit paid. We do not accept any changes or cancellations to bookings made for any stay in peak holiday periods (Easter, Summer and Christmas holidays and half term weeks). Premature departures waive rights to any refund. We strongly advise that you take out comprehensive travel insurance to cover cancellations. If you choose not to, then you accept responsibility for any loss that you may incur due to your cancellation.

3. Cash Payments
We may accept payment in cash. If you wish to pay for your holiday in cash, you will be provided with instructions via email so that you can make payment. Cash payments are subject to the same terms as stated in Clauses 1 and 2. You must make your cash payment as instructed by the owner in prior written correspondence. Any cash payment is treated as a payment made to Castles in the Sand.

4. Failure to Make Payment
Should we be unable to collect all outstanding instalments from you before the date on which you are due to fly or upon arrival, we reserve the right to cancel the booking made on your behalf and you will forfeit all monies paid by you for such booking.

5. Prices
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. Changes and errors sometimes occur, please check prices at the time of booking.

6. Your Behaviour
6.1 Accommodation
You are responsible for ensuring that your booking is appropriate for you and any other members of your booking. If you are in any doubt as to the suitability of our accommodation, we recommend that you make your own further enquiries to verify suitability.

6.2 Your Responsibilities:
The hirer is responsible for ensuring nothing happens to the property which would endanger the policy of the holiday home owner’s insurers in respect of the holiday home and its contents or which might make the same void.

The hirer agrees to be considerate and to take good care of the property and its contents and to leave it in a clean and tidy condition at the end of the rental period. The owner reserves the right to make a retention from the security deposit or, charge an extra fee if no security deposit is taken/paid, to cover additional cleaning costs if the hirer leaves the property in an unacceptable condition.

The hirer also agrees not to act in any way which would cause disturbance to residents in the neighbouring properties.

The owner reserves the right to take any appropriate action, including immediate termination of the tenancy (when no refunds will be made and the owner will have no further liability to you) if the property, its grounds and/or contents are abused or misused or if the number of persons staying at the property exceeds the number stated on your booking form without prior arrangement with the owner.

The hirer is responsible for taking all reasonable care of the property and its contents. The property and all equipment, utensils, furniture etc. must be left clean and tidy at the end of the hire period. Please switch off lights, heating or any electrical appliances when you are not using them or when you go out.

6.3 Commercial Activity
The hirer is prohibited from engaging in any form of commercial activity at the holiday home except by prior written agreement from the owner. The house is available for commercial photoshoots, extra charges and terms apply.

6.4 Damages
Except in the case of normal wear and tear, the hirer will be responsible for making good any damage to the holiday home or its contents which has occurred due to negligence, willful damage or irresponsible behaviour on the part of those occupying the holiday home or their guests. Such damage must be reported, without delay, to our local representatives. The cost of the repair or replacement must be agreed with and paid directly to the owner.

6.5 Occupation
Only persons listed on the booking form may occupy the holiday house. Under no circumstances may more than the maximum number of persons (Dar Beida, 8 people / Dar Emma, 4 people) specified in the holiday home description occupy the holiday home except by prior written agreement with the owner. The owner or their local representatives reserve the right to take any appropriate action, including immediate termination of the tenancy (when no refunds will be made and the owner will have no further liability to you) or refuse admittance to the holiday home to the hirer and their party if they are in breach of this condition.

6.6 Rights of Access
The representatives or their subcontractors have the right of access to the property at any time with due regard to the convenience of the hirer for the purpose of inspection of the property and to carry out any essential repair or maintenance work.

6.7 Children
Parents are responsible for the safety and security of their children and supervising them at all times. Parents are advised not to book any excursion or activity that could pose a risk to their children and have appropriate insurance in place to cover all eventualities.

6.8 Pets
Well behaved pets are allowed with the owner’s prior written consent. Pets are not allowed on guest beds. Guests are responsible for cleaning up after their pets.

6.9 Personal Belongings
If you, or any members of your party, leave any personal belongings behind at the property after departure, you will be charged the cost of postage and packaging and an admin fee to have them returned. Any items found at the property will be disposed of within 30 days if not claimed within that timeframe. All perishable foods will automatically be disposed of at the time of the changeover.

6.10 Concierge Goods or Services
If you utilise our concierge service for any other third party services (including but not limited to: welcome grocery baskets; homemade meals; restaurant bookings; pool days; hammam or spa treatments; surf lessons or board hire; donkey, horse or camel rides; beach retreat usage and catering), you are responsible for paying the third party directly. These services are payable at the rate and times we or the third party specify to you and local customs and laws apply. The owner takes no liability for any of these services and you are wholly responsible for judging the suitability for your party and all associated costs.

If you need to cancel, or are unable to attend, you are responsible for providing us written notification immediately. In some instances, typically with less than 48 hours notice, you may be required to pay either a cancellation fee or payment in full. We will advise you any fees that will be incurred upon notice of cancellation. For health purposes, all consumable and/or perishable goods (food and drink) must be paid for in full, whether used or left untouched.

6.11 Key Return
At the end of the hire period, please return keys to the owner (or their nominated representative) as instructed. If you vacate the property early for any reason, it is your responsibility to ensure the immediate return of the key(s) upon vacation. The owner reserves the right to collect any key(s) in person, or send a nominated representative on their behalf, and you may be charged a recovery fee. Failure to return the key(s) may result in you being charged for the cost of replacement or fitting of new locks.

7. Our Responsibilities
All information supplied by the owners and their representatives is given in good faith and is based on information available at the time. All reasonable measures have been taken to ensure the accuracy of any statement made, but the owners and their representatives are not liable for any variation however caused.

Neither the owners nor their local representatives can be held responsible for any circumstances beyond their control including, but not limited to, mechanical breakdown, illness or failure of any public service supply.

7.1 Keys
Detailed instructions for key collection and return along with directions to the holiday home (typically one of our local representatives will meet you in person) will be arranged after final payment and prior to your arrival.

7.2 Inclusions
The holiday home rental includes normal usage of water, electricity and gas and exclusive use of the property. Linen, bath and beach towels for use during your stay are inclusive. During winter months, one load of firewood is also included. Please note: No items may be removed from the holiday home other than beach towels for use during your stay, these must be returned to the property.

7.3 Injury and Damage
Neither the owners nor their local representatives take any liability for personal injury, loss or damage to personal effects howsoever arising during the booking period.

8. Medical Conditions
Please note that our accommodation and or service providers may not have facilities for the disabled that are of an equivalent standard to those found in the UK. Anyone suffering a disability should confirm with the owner the suitability of the accommodation or service prior to making a booking.

9. Complaints
Any complaints about the holiday home, our services or its contents must be made known immediately to the owner. Neither the owner nor their representatives shall have any liability for any complaint submitted after the completion of the hire period. If you have a problem during your trip, this must be reported to the owner or local representative immediately. If you fail to follow this procedure there will be less opportunity for us to investigate and rectify your complaint. If you wish to complain when you return home, email your complaint to emma@castlesinthesand.com within 28 days of your return whereby we will endeavour to assist you.

10. Claims or Complaints about Injuries or Illness
In the unfortunate event that you suffer an injury or an illness while you are on holiday, and you believe it to be our fault, it is very important that you notify the owner while you are on holiday. We will not accept any claims for illness or injury unless the issue is reported to the owner at the time whilst in the property. You may be asked to sign a document agreeing to a specific claims process. If we believe any claim to be fraudulent then action may be taken in the hope of protecting those with genuine claims. If you remain unsatisfied, you can inform us, in writing by emailing emma@castlesinthesand.com immediately on return to the UK and, in any event, within 28 days of your return whereby we will endeavour to assist you.

11. Travel Insurance
The holiday home rental cost does not include any personal insurance cover of any kind. You are strongly recommended to take out personal travel insurance, at the time of booking, for all members of your party. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. It is recommended that insurance is taken out against cancellation and it is strongly recommended that personal accident and medical insurance is taken out. If you choose to travel without adequate insurance cover, we will not be liable to you for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

12. Force Majeure
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 “Force Majeure”. For the purposes of these Booking Conditions, Force Majeure means any event beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport, air traffic control strikes, flight cancellations and all similar events outside our or the supplier(s) concerned control.

13. Visa, Passport and Health Requirements
It is your responsibility to check and fulfill the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure. Most countries now require passports to be valid for at least 6 months after your return date. If you are refused entry into Morocco for any reason, we will not be liable to you for any losses howsoever arising where the appropriate insurance would provide cover.

14. Law and Jurisdiction
These Booking Conditions are governed by English law and we both agree that the courts of England and Wales have exclusive jurisdiction over any dispute, claim or other matter which may arise between us (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).

15. Foreign Office Advice
You are responsible for making yourself aware of Foreign Office advice in regard to the safety of the Morocco and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure (see Clause 12).

16. Information
All descriptions and content on our website or otherwise issued by us is intended to present a general idea of the services provided by Castles in the Sand. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any travel arrangements or any other services please contact us.

17. Contact Details
If you have any query related to your booking, or during your stay, please contact Emma Wilson by email, phone or WhatsApp message:

Email: emma@castlesinthesand.com
Mobile: +212 667 965 386