1. Booking & Payment Terms
A. Deposit Requirements
Accommodations over $1,000/night: 30% deposit required, non-refundable if canceled within 7 days of arrival.
Private Experiences (tours, excursions): 30% deposit required, non-refundable if canceled within 3 days of service.
Transportation Rental: 30% deposit required, non-refundable if canceled within 48 hours of service.
Private Van Transportation: Full payment required upfront, non-refundable if canceled within 24 hours of service.
B. Final Payment Deadlines
Standard Bookings: Full payment must be completed 96 hours (4 days) before service.
Last-Minute Bookings (less than 72h): Full payment due immediately at booking + 15% urgency fee.
C. Accepted Payment Methods
Bank Transfer (Preferred): MAD, USD, or EUR only. Must be processed and cleared 48 hours before service.
Cash Payments: Limited to $2,000 maximum, must be delivered in person to our Marrakech concierge office prior to service.
2. Cancellation Policy
A. Experiences & Accommodations
More than 14 days notice: Full refund (excluding deposit).
7-14 days notice: 50% refund OR 75% credit toward future bookings.
Less than 7 days notice: No refund, 50% credit issued.
B. Transportation Services
Airport Transfers: 100% forfeiture if canceled within 24 hours.
Chauffeur Services: $20 no-show fee + full hourly rate charged.
3. Add-Ons & Customizations
Multilingual Guide: Additional $20/hour (must be requested at least 48 hours in advance).
Same-Day Requests: Subject to availability with a 30% surcharge (must be booked within 12 hours of service).
4. Service Guarantees & Liabilities
A. Property Damage Fees
Vehicle Stains (wine, spills, etc.): $250–500 cleaning fee.
Riad/Villa Damage (broken tiles, furniture, etc.): Repair costs + 25% administrative fee.
B. Force Majeure Policy
Weather-Related Cancellations: 100% credit voucher (valid for 12 months).
Political Unrest/Travel Disruptions: Refund minus 10% administrative fee.
5. Dispute Resolution
How to Submit a Complaint
Email concierge@celestialmedina.com within 7 days of service with:
Booking ID
Photo/video evidence (for damage claims)
Witness contact details (if applicable)
Resolution Timeline
Refund Requests: Processed within 10 business days.
Service Failures: Compensation offer within 48 hours.
Need help?
Contact us at contact@celestialmedina.com for questions related to refunds and returns.