Terms & Conditions
The following terms and conditions apply to all bookings at Le Riad Hotel de Charme.
CHECK-IN & CHECK-OUT
The check-in time for all suites is between 3.00pm and midnight.
Check out time is 12.00 midday on the day of departure. Late check-outs may be requested and booked through the hotel reception desk (US$75 for midday to 7pm) strictly subject to there being empty rooms available the following evening.
If keys are lost or not returned a charge will be made of US$50.
Free airport arrival transfers are included with some room rates. Please check your booking confirmation for details.
Airport arrival and departure transfers may be added to other bookings for an additional fee of US$40 per transfer (covers up to 3 travellers).
If an airport arrival transfer is required, you must provide your arrival flight number, airline and arrival time to [email protected] at least 4 days before arrival. Failure to provide this information on time may result in the transfer not being available.
Timings for departure airport transfers will be provided by the hotel reception at the time of booking but are generally 4 hrs before your flight departure time.
Le Riad Hotel de Charme provides a buffet cooked and continental breakfast between the hours of 06.30am and 10.00am each morning.
If breakfast is not included in your room rate and you wish to have breakfast, we request that you advise reception at the time of check in. There will be a charge of US$15 per person.
DEPOSITS & CANCELLATIONS
At confirmation, full payment is required for the room.
In the event of cancellation your first night's stay is non-refundable but the balance of your stay will be repaid. Cancellations made within 7 days of arrival are non-refundable for your entire stay. Cancellations must be made in writing to [email protected] Telephone cancellations are not binding.
Please note that reservations are legally binding contracts. We therefore strongly recommend that you take out travel insurance which includes cancellation cover as soon as possible after you book.
At Le Riad Hotel de Charme we try to take a positive approach to solving any complaints or issues that you may have during your stay. We therefore ask that if you feel something is not right with your stay that you raise it with the hotel staff straight away. A member of our fully trained reception team will be happy to deal with and attempt to resolve any issues you may have as quickly as possible so that as little disruption as possible to your stay is caused. However, please understand that some issues may not be resolvable during nighttime hours between 9.00pm and 8.00am.
Any issues or concerns you may have regarding your stay MUST be reported while you are checked in at the hotel. This allows us the opportunity to resolve any issues during your stay.
If you do not give us the opportunity to resolve your issues during your stay we may not be able to deal with your complaint after you have checked out.
Le Riad Hotel de Charme has a strict no refunds policy.
Telephone calls may be recorded for training and monitoring purposes and may be used as evidence if required.
All complaints made after you have checked out must be made by email within 7 days of your stay. After that period complaints will not be responded to. Complaints made via social media platforms including Facebook and Tripadvisor will not be responded to.
If you wish to raise a complaint this must be done by email only within 7 days of your stay. After this period, a complaint will not be responded to.
Please email [email protected]
Le Riad Hotel de Charme strictly prohibits pets of any kind from being brought into the hotel.
Children under the age of 6 are not permitted in the hotel unless specific permission has been given in writing before your arrival at the hotel.
Twin suites, King suites, and King suites with balconies accommodate a maximum of 2 people.
King suites with a sofa bed accommodate a maximum of 3 adults or 2 adults and 1 child.
We ask that your suite is only occupied by the number of guests confirmed on the booking.
CCTV is in operation for your security and security of the property.
CLEANING, DAMAGE & MISSING ITEMS
We aim to provide a comfortable and relaxing environment with luxurious facilities for our guests. These include many antiques, objets d'art, and paintings.
We respectfully ask that all guests respect the accommodation and environment in which they are staying, including its furnishings and fittings. Unfortunately this has not always been the case and we do therefore need to implement some policies to protect the hotel.
Up to 3 hours are allowed to clean the suites between guests. However, if suites are left in a state which requires more time than this, an additional housekeeping charge of US$25 per hour will be made to your card.
Guests are fully responsible for any breakages, damage or items that go missing during their occupation of the suite. If any of these situations occurs, the full costs of repair or replacement will be charged to the card used to secure the booking.
DAMAGE, BREAKAGE & MISSING ITEMS
Guests are fully responsible for any damages or missing items during their occupation of any of the suites. This includes accidental damage. If either situation occurs, the full costs of replacement or repair will be charged to the card that was used to secure the booking.
Should damage or misuse be serious enough that we are unable to offer the suite to future guests, the guests who caused the damage will be liable for the total loss of revenue incurred by the hotel up to a maximum of US$300 per suite per night.
Le Riad Hotel de Charme operates a strict NON SMOKING policy in all suites, public areas and the El-Tekia tea lounge.
Charges for smoking in the suites are a minimum of US$150 and will be made to the card used to secure the booking and used towards the extra cleaning required for fabrics and furnishings.
DIETARY REQUIREMENTS, ACCESSIBILITY & SPECIAL REQUESTS
Please inform us of any dietary requirements you may have before your stay and we will endeavour to accommodate them.
Please also inform us of any mobility restrictions or other special requests at the time of booking. The hotel has a lift but several steps must still be climbed between the lift and suite entrances. The hotel is therefore unfortunately not suitable for wheelchair users. We will endeavour to accommodate guests with other mobility restrictions where possible.
Please note that if we are not able to accommodate your dietary requirements, mobility restrictions or other special requests, this does not constitute a breach of contract.
In the unlikely event that due to unforeseen circumstances your reserved suite is not able to be occupied, we will make every effort to provide alternative accommodation for you. If we are not able to do this you will receive a full refund. Please note that this does not constitute a breach of contract.
Le Riad Hotel de Charme and its management company accepts no liability and will not pay any compensation should the performance of its obligations to you be prevented or affected directly or indirectly by or as a result of a Force Majeure event or circumstance beyond its reasonable control. This includes (but is not limited to): extreme weather conditions, flooding, earthquake, other natural disasters, acts of terrorism, civil disturbance, fire, collapse of building structures, and the failure of electric power, gas, water (or any other utility service), plant machinery or computers.