Terms and Conditions
Terms & Conditions, Cancellation, and Guest Policy
Welcome to Riad Serendip! Your Boutique hotel in the Ancient Medina!
As a small boutique riad with limited rooms, each reservation is significant to us. Last-minute cancellations can be challenging, as we often turn away other potential guests once a booking is confirmed.
To maintain a fair balance between flexibility for our guests and sustainability for our operations, we have outlined the following policies. We strongly recommend obtaining comprehensive travel insurance to cover unforeseen changes or emergencies.
Cancellation Policy
Refundable reservations
Cancellations made more than 14 days in advance will be refunded in full, no questions asked. Bookings cancelled within 14 days of arrival are fully non-refundable, and no credit can be issued, due to the difficulty of rebooking at short notice.
Non – Refundable reservations
Cancellations made at any time of the booking, are not refundable, and no credit can be issued, due to the difficulty of rebooking at short notice.
Third-Party Bookings
If your reservation was made via Booking.com, Airbnb, or Expedia, their individual cancellation policies also apply and must be followed accordingly.
Why It Matters
Unlike large hotel chains, Riad Serendip is an independent, locally operated property with a small number of rooms and a commitment to personalized service. Cancellations directly impact our ability to plan and serve our guests well.
Requests for exceptions will be considered based on season and occupancy levels. Final decisions are at management’s discretion.
COVID-19 Flexibility
Should government-imposed travel restrictions or lockdowns prevent travel, we are happy to offer a date change or a booking credit. Our standard cancellation policy still applies for personal illness or isolation requirements; however, please contact us early so we can explore alternative solutions.
Booking Terms
Confirmation & Payment
Reservations are confirmed only upon receipt of full payment.
Bookings made directly on our website guarantee the best available rate. Third-party platforms include service fees that do not support our local team or community.
Accepted payment methods: Credit card, bank transfer, or cash. Payment details are shared upon reservation.
Check-In / Check-Out
Check-in: From 3:00 PM (early check-in subject to availability)
Check-out: By 11:00 AM
Late check-out may be available upon request; a 50% of the rack rate applies.
Occupancy & Guest Conduct
Each room has a set occupancy limit—please refer to your booking details.
Events, parties, or unregistered visitors are not permitted without prior approval.
If more guests are accommodated than agreed, the reservation may be terminated without refund, and charges will apply.
Housekeeping & Room Care
Daily cleaning is provided.
Bed linens are refreshed every second day to support sustainable practices.
Please treat our restored historic riad with care—additional cleaning or repair charges may apply for any damage or excessive mess.
Cash & Tipping in Morocco
Tipping is part of Moroccan hospitality culture and is greatly appreciated. Suggested amounts:
Housekeeping: 10–20 MAD/day
Porters: 10–20 MAD/bag
Guides: 50–100 MAD per half day
Feel free to ask us for local etiquette advice.
Parking
Private parking is available nearby (not affiliated with the riad). Guests park at their own risk; Riad Serendip assumes no responsibility for loss or damage.
Children & Safety
Children are welcome. However, please note that the plunge pool is not fenced. Guardians are responsible for children’s safety at all times.
Pets
We are a pet-friendly riad. We provide a small sleeping mat upon request.
Guests are responsible for ensuring pets do not disturb others or damage property. Additional charges may apply for excessive mess or repairs.
Damages & Liability
Guests are financially responsible for any damage, breakage, or loss caused during their stay. Please report incidents to staff immediately.
Smoking Policy
Smoking is not permitted inside the riad, including common areas and guest rooms. Designated smoking areas are available on the terrace.
Violations will incur a €1,000 cleaning and restoration fee.
Loss or Theft
Riad Serendip is not liable for the loss, damage, or theft of personal belongings during your stay. We advise all guests to secure personal travel insurance.
