Booking Terms & Conditions

Booking Terms and Conditions for Dar Alexander, Fez

In these terms and conditions the following terms have the following meanings:

Agreement” means the agreement between Fez Concierge and the Guest for the holiday rental of Accommodation on these Terms and Conditions;

Dar Alexander” means the house known as Dar Alexander located at 22 Derb El Hammam, 30110 Guerniz, Fez Medina, Morocco;

Fez Concierge” means Fez Concierge SARL whose registered office is at 22 Derb El Hammam, 30110 Guerniz, Fez Medina, Morocco, which manages but does not own Dar Alexander; and

Guest” means the person named as the person making the booking in the confirmation email sent on behalf of Fez Concierge.

Period of Stay” means the period of stay booked by the Guest (which shall be a minimum of 2 nights) confirmed in the confirmation email sent on behalf of Fez Concierge.

Rental” means the amount paid by the Guest for the rental of Dar Alexander for the Period of Stay. This includes bed and breakfast but does not include any other extras such as dinner or drinks which are charged separately at the end of your stay.

1. Agreement

1.1. The making of a booking will form an agreement on these Terms and Conditions between the Guest and Fez Concierge for the holiday rental of the Accommodation.

1.2. Fez Concierge shall permit the Guest to occupy the Accommodation for the period shown in the confirmation email, together with the use of its contents.

1.3. The Guest will be responsible for all payments and for any damage whether caused by the Guest or his or her party and shall make his or her party fully aware of these terms and conditions.

2. Booking and Payment Terms

2.1 No booking will be effective until payment is received in full for the entire Period of Stay.

2.2 The holiday price includes Moroccan Value Added Tax (“TVA”). If rates of VAT change from that included in the holiday price Fez Concierge may amend prices accordingly.

2.3 All payments can only be accepted in Pounds Sterling and made either in cash or via Paypal.

3 Cancellation

3.1 If a Guest wishes to cancel a booking it must give Fez Concierge notice in writing as soon as possible. A 100% cancellation charge will be payable. On receipt of the written cancellation, Fez Concierge will, if possible, re-book the Accommodation for the Period of Stay and, if successful for the whole or part of the period, will refund the relevant proportion of the money paid less Euro 100 (One Hundred Euros) to cover administration costs.

4 Fez Concierge Right to Refuse or Alter Bookings

4.1 Fez Concierge may, at its discretion, refuse any booking, even after payment has been received.

4.2 Further, Fez Concierge may cancel or alter arrangements made for the Guest whether before or during the Period of Stay provided that such cancellation or alteration is necessary: (a) due to circumstances beyond the reasonable control of Fez Concierge; or (b) to perform or complete essential remedial or refurbishment works.

4.3 If a booking is altered or cancelled by Fez Concierge due to any of the circumstances in 4.1 or 4.2, it will take reasonable steps to offer a suitable alternative booking. If Fez Concierge is not able to offer such an alternative or the Guest does not accept the alternative offered, Fez Concierge will return to the Guest the full amount paid by the Guest to Fez Concierge in respect of the Accommodation and will not otherwise be liable for any loss caused by such alteration or cancellation.

5 Change of Booking

5.1 Transferred bookings from one date to another are not normally permitted. Bookings to increase the number of guests will be processed free of charge.

5.2 Fez Concierge may, at its discretion, accept transferred bookings subject to payment of a fee of 50 Euros (Fifty Euros). However, Fez Concierge will not normally accept such transfers within one month of the start of the period of Stay, or more than 6 months forward.

6 Maximum Numbers of Guests

Occupation is limited to the maximum number of persons for the Accommodation booked and confirmed in the confirmation email sent by or on behalf of Fez Concierge at the time of booking. The occupation limits are set in line with the level of services available in Dar Alexander. Such over-occupancy is considered to be a serious infringement of these Terms and Conditions and can result in an immediate requirement to vacate the premises, with no refund of monies due, and possible further charges in the event of damage to the facilities caused by excess usage.

7 Services

The Rental includes all charges for water, gas and electricity. Guests must comply with the instructions House Guide regarding the use of open fires. Any damage caused by breaching these instructions will be charged to the Guest.

8 Liability and Loss of Guest Property

8.1 Any Guest’s property found at the Accommodation or on Fez Concierge property will be will normally be disposed of if it is not collected within 3 months. Fez Concierge may charge a reasonable administration fee to cover the costs of storage and handling of lost property.

8.2 Fez Concierge will not be liable for any loss of property or any other loss or damage caused by it or its agents or contractors:
a) unless it has breached a legal duty of care owed to, or contractual term for the benefit of, the claiming party;
b) where such loss or damage is not a reasonably foreseeable result of any such breach; or
c) where such loss or damage results from a breach by the claiming party of any duty of care owed to, or contractual term for the benefit of, Fez Concierge.

8.3 In any event, except in the case of death or personal injury where its liability is unlimited, Fez Concierge’s liability under or in connection with this agreement whether in contract, tort or otherwise is limited to the total Rental paid by or on behalf of the Guest.

9 Pets

9.1 Pets are not permitted in Dar Alexander.

10 Fez Concierge Right of Entry

10.1 As with any accommodation, there is a need for ongoing and occasionally unforeseen. Fez Concierge and its contractors may enter the Accommodation at any reasonable time for reasonable cause. This includes the need to undertake inspections and audits necessary to operate the business, the undertaking of unforeseen (internal and external) remedial repairs together with any annual external re-decoration for which access to the inside of the Accommodation may be required. External windows and doors may be opened during this process.

10.2 Fez Concierge will give the Guest reasonable notice of such requirements, and aims to restrict the working hours of our contractors to between the hours of 10.00 – 15.30. If this is not possible Fez Concierge will offer you reasonable compensation for any foreseeable inconvenience or loss of enjoyment caused on that day.

11 Guest Obligations

11.1 The Guest will be responsible for all payments and for any damage whether caused by the Guest or his or her party. The Guest agrees to make his or her party aware of these terms and conditions.

11.2 The Guest agrees to keep and leave the Accommodation and its contents in the same state of repair and condition, and in a clean and tidy state as at the commencement of the booking period (reasonable wear and tear excepted).

11.3 The Guest must allow Fez Concierge and/or its agents to enter the Accommodation to inspect the state of it, on reasonable notice, except in emergency when immediate access must be granted.

11.4 The Guest must not use the Accommodation or allow its use for any dangerous, offensive, noisy, illegal or immoral activities or carry on there any act that may be a nuisance or annoyance to Fez Concierge or to any neighbours.

11.5 The Guest and his or her party must comply with any reasonable regulations relating to the Accommodation of which the Guest has written notice.

11.6 Smoking is not permitted in any part of the Accommodation and the Guest and any member of his or her party agrees not to smoke inside the Accommodation.

11.7 The use of candles or fireworks by the Guest or his or her party at the Accommodation is not permitted unless expressly agreed in writing with Fez Concierge. Use of Barbeques is not permitted at any time.

12 Damages and Security Charge

12.1 Fez Concierge recommends that Guests hold personal insurance for accidental damage and personal liability.

12.2 If on arrival at the Accommodation you discover that anything is missing or damaged then this must be reported to Fez Concierge immediately otherwise it will be presumed that the damage/loss was caused by the Guest and a charge will be made.

13 Occupation

13.1 The Agreement is personal to the Guest. The Guest must not use the Accommodation except for the purpose of a holiday by the Guest and the Guest’s party during the Period of Stay, and not for any other purpose or longer period.

13.3 The maximum occupancy of the Accommodation shall not be exceeded. However Fez Concierge will always give reasonable consideration to specific requests for use of the Accommodation which may relate to occupancy (for example, a function or celebration). If the Guest wishes to hold any function or celebrations exceeding the occupancy limit it must first obtain the written permission of Fez Concierge. If permission is granted, an additional charge will be made.

14 Water Supply

Fez Concierge cannot accept responsibility for a shortage of water at the Accommodation where this is as a result of a drought, an act or omission of the relevant water services company or for any other reason outside of Fez Concierge’s reasonable control.

15 Weather

If the Accommodation becomes inaccessible due to bad weather Fez Concierge will take reasonable steps to inform the Guest. However, Fez Concierge’s liability does not extend to weather related conditions that affect public roads.

16 Comments/Complaints

16.1 Every reasonable care will be taken to ensure that the Accommodation is presented to Guests to a high standard. Should the Guest find on arrival that there is a problem, or cause for complaint, the Guest should immediately contact the local manager identified in the House Guide. Reasonable steps will then be taken to assist the Guest.

16.2 Fez Concierge is committed to ensuring that any problems or complaints the Guest may have whilst at the Accommodation are resolved efficiently and promptly, but as such must be given the opportunity to do so. Any refusal to notify Fez Concierge or refusal of reasonable rectification may affect the Guest’s right to compensation or repayment.

16.3 Guests must provide a contact telephone number and suitable time for Fez Concierge to communicate with them about problems or complaints. Guests must allow access to the Accommodation by any staff or contractors of Fez Concierge to resolve problems or complaints. If despite contacting Fez Concierge the problem or complaint remains unresolved, the Guest must contact Jan Mugerwa by email or on the mobile number specified in the House Guide. The Guest must not independently move to other accommodation without first allowing Fez Concierge the reasonable opportunity to assist in resolving the complaint or problem. If the Guest does so, or refuses reasonable rectification, the Guest may affect their rights to compensation or repayment.

16.4 Guests must formally confirm any unresolved complaint in writing to Fez Concierge within 28 days of return from holiday, addressed to: Jan Mugerwa at

17 Arrival and Departure Times

17.1 The Guest and his or her party must arrive after the arrival time (3:30pm on the first day of the Period of Stay) but before 7:00 pm and depart before the departure time (12 noon on the last day of the Period of Stay). Any stay that extends over this period may be subject to a charge being made for additional days.

17.2 The Guest will be issued with a set of keys to the Accommodation on the first day of the Period of Stay and the Guest must return them on the last day of the Period of Stay or the date of departure, if earlier. Failure to do so will incur the cost of a replacement set.

18 Local Customs and Way of Life

Dar Alexander is located in the heart of Fez Medina, which is an ancient city with very strong cultural and religious traditions. Guests and their party should take great care to ensure that offence is avoided and that their conduct does not bring the owners or operators of Dar Alexander into conflict or disrepute with their neighbours or the neighbourhood. Any breach of this obligation will constitute a serious breach of the Agreement by the Guest.

19 Right to Evict

Fez Concierge may terminate the Agreement on immediate notice, and in such case the Guest and his or her party must leave the Accommodation, (without compensation being payable to the Guest or any member of his or her party) if:

19.1 this is deemed necessary by Fez Concierge where there is a serious breach by the Guest of the Agreement or the Guest’s or his or her party’s behaviour endangers the safety of other Guests or members of staff; or

19.2 any complaints are made of anti-social behaviour or unreasonable breakages or damage occurs or smoking restrictions are not observed.

20 Data Protection

Fez Concierge writes to members and customers from time to time about its work. To comply with the Data Protection Act 1998 Fez Concierge will ask for permission to share names and addresses with its associated companies, with local member associations and with “corporate partners” (companies with which affinity products have been developed). The options are also set out on the Dar Alexander web site. If the Guest wishes to alter the preferences expressed at any time the Guest should write to the address given on the web site, send an e-mail to

21 Governing Law

The construction, validity and performance of the Agreement shall be governed by the law of England and Wales, and both parties submit to the non-exclusive jurisdiction of the High Court in London, England.