TO THE ATTENTION OF OUR CLIENTS

You will find hereafter our general sales conditions (part A) as well as our recommendations (part B) in order for your holiday in Marrakech to proceed perfectly.

A. GENERAL SALES CONDITIONS

Une Histoire Particulière is a brand of the company Urban Lifestyle Hotels & Properties Management SA with the registered office at Cheneau-de-Bourg 11, 1003 Lausanne, Switzerland. The provider operating one or more hotels of the brand Une Histoire Particulière is Urban Lifestyle Hotels & Properties Management (Morocco) S.A. situated at Rue Bahia N° 6 &7, Quartier Hôtel Zitoune Jdid, Marrakech Medina and registered at the Marrakech Chamber of Commerce under the n° 76673. The provider reserves the right to modify the general sales conditions at any time.
The applicable conditions are those that were in effect at the date of the reservation.The present general sales conditions are applicable to your reservation at the hotel “La Brillante” in Marrakech.

THE CONTRACT 
The general sales conditions apply to the entirety of the services provided by the hotels of the brand Une Histoire Particulière and by reserving the client directly and completely accepts our general sales conditions, recognizes he understand them entirely and renounces any right to their own or any other sales conditions.
These general sales conditions take precedence over all other general or specific conditions not expressly agreed to by the provider.

Guarantee policy:  a pre-payment of 50 per cent of the total price of the stay, without taxes, must be paid upon reservation. All the taxes (VAT, tourist tax) are billed separately. 
The contract is deemed to be formed from the moment a reservation number is attributed by the provider to the purchaser and transmitted with the reservation confirmation by the provider’s reservation centre, no matter the transmission method (telephone, e-mail, postal service, etc.).If you wish to cancel or change your reservation to a later date, you maybe subject to cancellation or amendment fees, which may be equal to the total price of the accommodation (see “if you wish to cancel your reservation”below). Any litigation that may result from the application or the interpretation of these specific sales conditions will be subject to Moroccan law and will fall under the exclusive competences of Moroccan jurisdictions.

RATES
Prices are indicated in Moroccan dirhams and are listed with VAT included,unless mentioned otherwise in brochures or other commercial documents (website,etc.). Extras and tourist taxes are not included in the sales price and must be  paid on-site in addition to the accommodation at the end of the stay. The provider reserves the right to change rates appearing on brochures and other sales materials, as well as the prices displayed in any and all establishments at any moment and without notice. These changes cannot be applied to reservations previously agreed to by the provider.

CAPABILITY
The user must be legally capable of entering into a contract. The provider does not accept reservations made by minors.

SPECIAL REQUESTS
If you have special requests that are not covered by the standard accommodation services described on this website (for example, specific dietary requirements) please make us aware of them before making your reservation. We will do our utmost to satisfy all special requests, but unfortunately we cannot guarantee it will always be possible.

TABACCO
 Please note that it is forbidden to smoke in the hotel rooms and suites.Smoking is allowed in specific outdoor areas that will be indicated upon your arrival at the hotel.

ANIMALS
Please note that the provider does not allow animals. This rule is strictly enforced.

IF YOU WISH TO CANCEL YOUR RESERVATION
All cancellations must be addressed by e-mail and include the reservation number. The date the e-mail is received will be recorded as the cancellation date. In order to calculate the cancellation period, it is agreed that the day ofthe “scheduled arrival date” at noon (12 pm) local time will be used.

• Cancellation by the user (room-s and suite-s)

D-14 to no show*: the entire amount of the stay as recorded in the original reservation including VAT will be due and charged(excluding tourist taxes);
D-28 to D-15: 50% of the entire amount of the stay as recorded in the original reservation including VAT will be due and charged(excluding tourist taxes);
From the confirmation date of the original reservation to D-29: the cancellation will be accepted free of charge.

• Cancellation by the user (privatisation)

D-28 to no-show: the entire amount of the stay as recorded in the original reservation including VAT will be due and charged(excluding tourist taxes);
Confirmation date to D-29: 50% of the entire amount of the stay as recorded in the original reservation including VAT will be due and charged (excluding tourist taxes).

• Cancellation by the provider 

In case of cancellation by the provider, no charges will be billed to the user.

Please note that some of our offers and prices are non-refundable. In case of cancellation 100% of the total cost of the reservation VAT included will be due and charged (tourist taxes excepted) no matter the cancellation date.

*Any client that has not arrived by 7 am the day following the reservation date is considered as no-show.
  
IF WE CHANGE YOUR ACCOMMODATION
In the case that the room(s) reserved are not available because of an unforeseeable event, the provider is committed to finding accommodation for the user(s)without any supplemental charges in a hotel of an equivalent or better quality and whenever possible and in priority in hotel by Une Histoire Particulière.
The provider will pay for any transfer costs due to the change of accommodation.

NUMBER OF NIGHTS (room availability)
On the day of your arrival your room will be available from 2 pm and must be vacated before 12 pm (noon) on the day of your departure. In case check-in and checkout times do not correspond with your travel schedule a baggage service is available.The number of nights indicated in the reservation confirmation refers to the number of nights that the accommodation has been reserved for you. Some flights are overnight flights. When you arrive in Marrakech your accommodation will only be available if you have reserved for the night of your arrival.

CLAIMS AND COMPLAINTS
All claims and complaints concerning your reservation must be sent to the registered office of the provider by registered letter with proof of delivery or to the following e-mail address: contact@h-labrillante.com no later that 15 days after the last night of the stay.

COMPENSATION
When you reserve an accommodation you accept responsibility for any damage to the hotel property or furnishings that may be caused by you or a member of your group. The provider reserves the right to terminate your stay or that of a member of your group if the hotel director deems it reasonably possible that a client’s action or behaviour may cause damage to the establishment or affect the comfort and enjoyment of other clients. Under these circumstances, the entirety of the cancellation fees will apply and no refund will be given.
In addition, the provider will be under no obligation to pay any compensation or to cover any expenses you may incur following the early termination of your stay. You must reimburse the provider for any damage caused before the end of your stay.

PROTECTION OF PERSONAL DATA
In application of the existing laws concerning data protection, users are informed that personal information regarding reservations will undergo data processing. Users have a right to access and to rectify any and all store ddata, which may be exercised by contacting the registered office of the company. It is expressly stated that the data will not be transferred to third parties. More details concerning our data protection policy are available on our website.
Concerning use of the Internet site as well as the Wi-Fi supplied by the provider within the limits of the hotel, the provider is only responsible for providing access to these services. The provider may not be held responsible for any damages, such as loss of data, hacking, viruses, service stoppage, Trojan horses, etc. resulting from use of the aforementioned Internet services.

ADMISSION TO THE HOTEL 
We reserve the right of admission at all times and we reserve the right to refuse to rent rooms and provide access to different areas of the hotel. The protection of clients, other hotel visitors, as well as the reputation of the hotel are of utmost importance. If we have a reasonable doubt about any potential guest or visitor, the hotel may deny access to that person.You are responsible for the conduct or your guests and visitors for the entire time they are on the premises, including and without limitation their orderly conduct in common areas, respect for noise levels and not creating disturbances that may affect the hotel, other visitors or clients. You and your guests or visitors must cooperate with and conform to all reasonable hotel requirements. Any person suspected of solicitation or other annoyances, whether they are clients or visitors, will be refused access to the hotel. 

PROHIBITED USE OF HOTEL SERVICES
You agree, for yourself, your guests or visitors, to not use the hotel or its services for any illegal or other purposes in violation of Moroccan law or any other law that applies to the use of services of the Hotel. Examples of prohibited uses include, but are not limited to:
 ·        Perpetration of any criminal infraction of Moroccan law, including possession and use of controlled substances, the possession and storage of firearms and hunting rifles;
 ·        Discriminatory or other acts carried out by you,your guests/visitors that may harm or be detrimental to the dignity of a person or persons on the hotel premises, including but not limited to other guests/visitors or hotel personnel, be       they verbal or not, of a sexual or racial nature, or based on a handicap, age or sexual orientation;
 ·        All forms of verbal or non-verbal conduct that could be considered to be intimidating behaviour such as unsolicited bodily contact with guests/visitors or hotel personnel;
 ·        Conduct by guests/visitors that invades the privacy of another person or persons including other guests/visitors and hotel personnel;
 ·        Entertaining courtesans, prostitutes or other people employed for the purpose of sexual gratification at the hotel;
 ·        Pretending to be or presenting yourself as an employee, agent or other representative of the hotel;
 ·        Any undertaking or act that may cause harm to the good character, damage the reputation and/or discredit the name of the hotel;
 ·        Operating or attempting to operate a business on the hotel premises without the express written permission of the provider;
 ·         Soliciting goods and services from clients/visitors or hotel personnel without their express permission;installing recording or surveillance devices anywhere on the hotel premises;(for the protection of the privacy of our clients/visitors) filming and/or taking pictures for public use in any part of the hotel without our express written permission beforehand; and the use of our intellectual property,including but not limited to trademarks or registered commercial names without our express written permission beforehand.

EVENTS OUT OF THE CONTROL OF THE PROVIDER
Events may include but are not limited to: war, threat of war, riots, civil disobedience or civil disorder,governmental action, terrorist activity, natural or industrial catastrophes,fire, adverse weather conditions, floods or flooding, airport closures; other events may also consist of labour disputes involving third parties, unforeseen technical, maintenance or operational decisions affecting airline companies such as changes to flight schedules, computer system breakdowns or Internet failures. Unless specifically mentioned in the present conditions of sale, the provider regrets to inform the user that it cannot accept responsibility or pay compensation when it cannot fulfil contractual obligations due to the aforementioned or other events out of its control. 

 B.  RECOMMENDATIONS & ADVICE 

HEALTH, SAFETY ET SECURITY ABROAD
Morocco is a Muslim country that follows Muslim laws and customs. Be aware of your actions so as not to offend others, especially during the sacred month of Ramadan or if you choose to visit any religious sites or places of worship. We highly recommend you respect local traditions, customs and religions at all times.Unfortunately, offences and incivilities committed against people and their belongings are a part of daily life worldwide. While staying in Marrakech, it is very important to remain vigilant and avoid drawing attention to yourself by wearing expensive jewellery,carrying expensive camera equipment, etc. Travellers are just as responsible for their safety and that of their belongings as they are at home. We urge you to take all necessary precautions to protect your family and yourself while on holiday.

HEALTH AND VACCINATIONS
Health care facilities, hygiene and illnesses vary worldwide. You must solicit health advice related to your specific needs as early as possible and be sure to have had all vaccinations and taken all necessary preventative measures in advance to insure their efficacy on or before your travel date. If you do experience a health problem during your stay, our team will be able to recommend the best health care facilities and to have a doctor come directly to the hotel as quickly as possible.

INSURANCE
As for any trip abroad, we recommend that you buy adequate travel insurance to cover: the cost or expenses incurred due to trip cancellation or interruption, illness or injury, or repatriation;loss, theft or damage to luggage or other personal belongings including cash and/or valuable objects. The provider makes a safe available in each accommodation and cannot be held responsible for loss or damage to client’s belongings left in their room and/or in the hotel at any time.