EXPERIENCIAH is a public limited company with a share capital of 173,300,000.00 dirhams, headquartered at the corner of Avenue Annakhil and Bd Addolb, Suncity Project, Building B, 4th floor, Rabat.
The elements on the hotel reservation site of EXPERIENCIAH, including the domain name, trademarks, logos, signs, drawings, illustrations, photographs, texts, graphics, and other files, are protected by intellectual property laws and belong to EXPERIENCIAH or have been authorized for use. Any copying, reproduction, modification, republication, uploading, distortion, transmission, or distribution, whether partial or full, of these elements on any medium without the prior written authorization of EXPERIENCIAH is prohibited, except for strictly personal, private, and non-commercial use without modifying the elements on the site. Any authorized copy must include the following mention: "© Copyright EXPERIENCIAH. Photographs on the site www.myrelaxhotels.com are not contractual."
Any unauthorized use constitutes an infringement of EXPERIENCIAH’s rights and is subject to sanctions for counterfeiting.
Clients, prospects, and partners have the right to consult the information on the site www.myrelaxhotels.com for their own hotel booking needs. They may extract or reuse part of the content for personal use, provided it does not concern a substantial part of the content either qualitatively or quantitatively. However, repeated extraction and/or reuse of the content, even if not substantial, is prohibited. Total or partial reproduction of the site for other purposes is strictly forbidden. Public communication of all or part of the site content is also prohibited, regardless of form or purpose. Commercial use of the site content is expressly prohibited.
The information accessible on the site www.myrelaxhotels.com is provided "as is," without any explicit or implicit warranty from EXPERIENCIAH, which cannot be held responsible for its use by the user. These terms of use may be modified at any time by EXPERIENCIAH, which reserves this right. The user agrees not to disclose illegal, defamatory, or public order-contrary information via this site, under penalty of civil or criminal liability. Although EXPERIENCIAH makes every effort to provide reliable information and tools, it cannot guarantee the absence of errors, constant availability of information, or absence of viruses on its site. External sites linked to this site are not under EXPERIENCIAH’s control, which cannot be held responsible for their content or their use by the user.
IMPORTANT
Please note that messages you send to us via the Internet may be intercepted on the network, meaning their confidentiality cannot be guaranteed before they reach us.
These General Conditions (hereinafter the "General Conditions") aim to define the terms and conditions under which EXPERIENCIAH allows its clients (hereinafter the "Client(s)") to benefit from all services, especially booking services, available on this Site and described below (hereinafter collectively the "Services").
Before making any Service reservation on the Site, the Client declares (i) acting for personal purposes not related to their commercial, industrial, artisanal, liberal, or agricultural activity, and (ii) having full legal capacity to commit under these General Conditions.
It is strongly recommended that the Client carefully reads and saves a copy of these General Conditions as well as the Specific Conditions applicable to each establishment.
EXPERIENCIAH reserves the right to modify or supplement the General Conditions at any time. The new version will be available on the Site with its effective date. Clients are advised to regularly check the General Conditions for any updates. However, the Client will only be bound by the version in effect at the time of booking the Service.
SERVICES
The services offered by EXPERIENCIAH on the Site www.myrelaxhotels.com include two types of services: Accommodation Services for booking hotel rooms or other types of accommodations and Complementary Services. Accommodation Services and Complementary Services are jointly referred to as "Relax Hotels Services."
ACCOMMODATION SERVICES
The Site allows clients to book rooms in Relax Hotels. The main characteristics of the Establishments, their availability, price, options offered, payment conditions, and specific sale conditions applicable to the selected rate (such as guarantee policies, cancellation conditions, check-in times, member rates, etc.) are presented during the booking process described in the BOOKING PROCESS section below.
Note that each Establishment has its own Specific Conditions applicable to the selected rate, also available on the Site. These Specific Conditions are presented to the Client before any booking and may include details such as check-in/out times, guarantee policies, cancellation deadlines, Wifi access, and specific conditions for children.
COMPLEMENTARY SERVICES
The Site also allows booking Complementary Services, such as breakfast upon the Client’s arrival, upgrades to Accommodation Services, or spa treatments (subject to the Specific Conditions defined by the Establishment).
Complementary Services also include travel services that may form, together with Accommodation Services, either a "travel package" or a "tourist package." These details are communicated to the Client prior to booking in the Specific Conditions for each offer.
Booking a combination of travel services such as accommodation, transport, car rental, and other tourist services (tours, excursions, experiences, etc.) may constitute a linked travel package or tourist package.
Examples:
Booking a car rental offered within 24 hours following a booking of an Accommodation Service.
A massage or facial treatment.
PARTNER SERVICES
EXPERIENCIAH forms partnerships and distribution contracts with third-party websites ("Partners") to allow Clients to search, select, and book rooms in EXPERIENCIAH Establishments on the partner’s website (hereinafter "Partner Services").
The sales conditions applicable to these Partner Services are available on the Partner's website.
The process on the Site allows the client to choose any service presented.
BOOKING SERVICES
EXPERIENCIAH clients can make reservations for Relax Hotels Services via the website. The booking process may vary based on navigation and client request and includes the following steps:
Entering search criteria for destination, establishment, and complementary services if necessary.
Reviewing results and selecting the establishment and complementary services if applicable.
Reviewing details and characteristics of selected services, notably accommodation. This includes room size, offered amenities, stay duration, breakfast and Wifi options, total reservation price, applicable taxes, and all specific conditions such as cancellation policies and check-in times.
Booking summary with main features and entry of client contact details for creating a member account or loyalty program offered by EXPERIENCIAH.
Finalizing the booking by entering payment information and accepting general and specific booking conditions.
Sending a confirmation email to the client summarizing booking details and accepted conditions.
Prices for booking Services are displayed during the booking process. For Accommodation Services, prices are shown per room for the selected date and number of persons. Once confirmed, the total all taxes included (TTC) price is indicated in the Establishment's commercial currency, which may differ from the local currency. This price is valid only for the specified period on the Site. If payment is made in a currency other than that confirmed at booking, currency exchange fees are the Client’s responsibility. Any currency conversion displayed on the Site is indicative only.
The tourist tax is to be paid directly at the Establishment, except in cases of online prepayment where it may be included in the total amount.
Prices include VAT in effect at the time of booking, but any change in VAT rates will automatically be passed on to the billed price. Any new tax imposed by authorities will also be added automatically.
Some promotional offers are only available on the Site and cannot be purchased at the Establishment's reception.
GENERAL PROVISIONS
The client must provide payment information during booking, either to prepay before the stay or to guarantee the reservation. Payment card information must be entered directly in the secure SSL-encrypted area, without spaces between digits. The cardholder's name, card number, and expiration date must be provided for prepayment via the payment platforms chosen by EXPERIENCIAH. Payment partners will validate the card, which can be declined for various reasons such as theft, blocking, credit limit, or entry errors. In such cases, the client must contact their bank and the Establishment or other entities to confirm the booking and payment method.
If payment is made at the establishment or other entities, accepted payment methods may differ. The establishment may also require ID to prevent credit card fraud.
PREPAYMENT
Prepayment means any amount paid by the client at booking. This amount corresponds to the total shown at booking (including all applicable taxes except tourist tax) and, if applicable, the cost of selected options as described under COMPLEMENTARY SERVICES above.
CREDIT CARD GUARANTEE
Booking guarantee by credit card means payment details are taken at booking, but the card is not charged. Payment is made directly at the establishment on arrival or departure according to its conditions, unless the client does not show up and has not canceled according to applicable cancellation policies.
NO-SHOW
If the Client does not show up on the first day of the Accommodation Service, the Establishment will fully cancel the reservation and resell the reserved rooms. If the reservation was non-cancellable, non-exchangeable, and/or non-refundable, the Establishment keeps all amounts paid by the Client. If cancellable, exchangeable, and/or refundable and guaranteed by credit card, the Establishment will charge the card for the first night and cancel additional nights without charge. In this case, no refund or compensation is due, and the rooms are resold. For prepaid non-cancellable reservations, the charged amount corresponds to the total indicated at booking plus option prices selected by the Client.
CANCELLATION OR MODIFICATION OF SERVICE BOOKING
Cancellation and/or modification terms are specified in the Specific Conditions for each service booking. Prepaid bookings are non-modifiable and/or non-cancellable, and deposits are non-refundable. However, cancellation or modification may be made via our customer relations center or directly with the establishment. If the client interrupts the service, the agreed price will be fully collected without refund for prepaid bookings. Unless otherwise stated in the Specific Conditions, the client must vacate the room before the departure time specified by the establishment; otherwise, an extra night will be charged.
CLIENT'S COMMITMENTS AND RESPONSIBILITY
The Client is responsible for choosing the Services offered on the Site according to their needs; thus, EXPERIENCIAH is not responsible for this choice. The Client is also responsible for providing accurate information and must not provide misleading or fraudulent details when creating an account or booking a Service.
Furthermore, the Client is responsible for account use, even if used by a third party, and must immediately report any fraudulent use of their email to EXPERIENCIAH. Failure to comply with these Conditions makes the Client liable for damages caused to EXPERIENCIAH or third parties and must indemnify EXPERIENCIAH for any costs incurred. By booking a Service, the Client agrees to pay the price and respect the Specific Conditions. Any irregular, invalid, incomplete, or fraudulent booking or payment will lead to cancellation at the Client's expense, and EXPERIENCIAH may take legal action. The Client must follow Establishment rules and must not disrupt or compromise safety. Minors may only stay if accompanied by an adult and with personal ID. The Client must not use the Establishment’s IT resources illegally or unauthorizedly and must respect the security rules of the internet provider.
EXPERIENCIAH’S COMMITMENTS AND RESPONSIBILITY
EXPERIENCIAH commits to providing access to the site and services under these conditions and to diligently fix reported malfunctions within reasonable limits.
However, EXPERIENCIAH may temporarily suspend the site for maintenance without notice.
The client acknowledges EXPERIENCIAH cannot be held responsible for inconveniences or damages related to internet use, including data transmission or network malfunctions.
EXPERIENCIAH is not responsible for the content of third-party websites accessible through hyperlinks on the site.
FORCE MAJEURE AND RELOCATION
Neither party is liable for non-fulfillment of obligations due to force majeure. Force majeure suspends mutual obligations, and each party bears related costs. If force majeure lasts more than thirty (30) days, these General Conditions may be terminated by either party without damages.
In case of force majeure, exceptional events, or impossibility to provide the Service, including making the reserved room available, the Establishment may accommodate the Client in an equivalent category Establishment or provide a similar Service, subject to the Client's prior agreement.
CONTACT, CUSTOMER SERVICE AND COMPLAINTS
To book a Service on the Site or for any questions related to a booking (e.g., information requests, modification, or cancellation), the Client can contact the reservation center at +212 529 080 100 or by email at [email protected].
For remarks or complaints about a booking, contact customer service by phone at 0529080808 or email at [email protected] or via the contact form on the Site.
In dealings with customer service, the Client agrees to remain courteous and avoid derogatory remarks towards EXPERIENCIAH, Establishments, group entities, employees, or collaborators. EXPERIENCIAH reserves the right to take appropriate measures against harmful or reprehensible behavior (e.g., offensive, malicious, or insulting) toward EXPERIENCIAH, its entities, employees, or collaborators.
MISCELLANEOUS
By accepting these General and Specific Conditions electronically and entering required bank information, parties conclude an electronic contract constituting proof of Service booking and payment obligation.
The General and Specific Conditions constitute all obligations, and no other conditions communicated by the Client will be integrated.
In case of conflict between Specific and General Conditions, the Specific Conditions prevail for the relevant obligation.
In case of conflict between a partner’s general conditions and these, these provisions apply for the obligation concerned.
By accepting these General Conditions and using our online services, you consent to the processing of your personal data and, if applicable, their transfer abroad, for service execution. For details on how EXPERIENCIAH protects users’ personal data and your rights, please refer to the Personal Data Protection Charter of Clients.