Refund & Cancellation Policy

This Refund & Cancellation Policy explains how payments, cancellations, and refunds are handled for villa stays and concierge services arranged through Marrakech Luxury Retreats LLC (“Marrakech Luxury Retreats”, “we”, “us”, or “our”). It should be read together with our Terms of Service.

1. Inquiries are free and non-binding

Submitting a “Request a Stay”, contact, or concierge form on our website is free and does not create a booking or take any payment. A reservation exists only once we have issued a written confirmation and you have accepted the specific booking agreement for your stay. Nothing on this page overrides the terms of that individual agreement.

2. The booking agreement governs your stay

Because our villas are privately owned and each property has its own conditions, the exact deposit, payment schedule, cancellation deadlines, and refund terms that apply to you are set out in the booking agreement provided before your reservation is confirmed. Where that agreement and this page differ, the booking agreement prevails. We will always make these terms clear to you in writing before you commit.

3. Deposits and payment

Confirming a stay typically requires a deposit, with the balance due before arrival. Unless your booking agreement states otherwise, deposits secure the property for your dates and may be non-refundable if you cancel outside the applicable free-cancellation window. All amounts are payable in the currency and by the method stated in your confirmation.

4. Cancellation by you

To cancel, notify us in writing as early as possible using the contact details below. The refund you receive depends on how far in advance you cancel and on the terms of your booking agreement. As a general guide — and unless your agreement specifies otherwise:

• Well in advance of arrival — you may be eligible for a full or partial refund of amounts paid, less any non-refundable deposit or third-party costs already committed on your behalf.
• Close to arrival — later cancellations usually attract higher charges and may be non-refundable, because the property has been held exclusively for you.
• No-show or early departure — no refund is generally due for unused nights.

Any bespoke concierge arrangements (see section 6) are treated separately.

5. Cancellation or changes by us

In the rare event that a confirmed property becomes unavailable, we will use reasonable efforts to offer a comparable alternative for your dates. If no suitable alternative is accepted, you will receive a refund of the amounts you have paid for the affected stay, except for any non-recoverable third-party costs already incurred on your behalf, which we will explain transparently.

6. Concierge and bespoke services

Tailored services — such as private chefs, transfers, excursions, and event arrangements — often involve advance commitments to third-party partners. Once arranged and confirmed, these services may be partially or fully non-refundable. The applicable terms will be communicated to you before the service is booked.

7. Force majeure

Where a stay is prevented or materially disrupted by events beyond reasonable control — such as natural disasters, government measures, or travel restrictions — we will work with you and the property owner in good faith to reschedule or to determine a fair outcome. Any refund in these circumstances is subject to amounts that remain recoverable from the owner and third-party partners.

8. How refunds are issued

Approved refunds are made to the original payment method unless agreed otherwise. Once a refund is confirmed, we will process it promptly; the time for the funds to reach you depends on your bank or payment provider.

9. How to request a refund or cancellation

Please contact us in writing at hello@marrakechluxuryretreats.com or by phone and WhatsApp on +212 6 62 51 40 92, quoting your booking reference. Our concierge team will confirm the terms that apply to your reservation and guide you through the process.

10. Contact

For any question about this policy, contact us at hello@marrakechluxuryretreats.com or by phone and WhatsApp on +212 6 62 51 40 92.