Due to the intimate nature of riads, we kindly ask that you follow our house rules so as to respect other guests:

• Quiet hours from 11.00 p.m. until 08.00 a.m.

• We offer a smoke-free environment in all our rooms. Smoking is only permitted on the rooftop. Please be mindful of other guests when enjoying this space.

• For the safety of all guests and with respect to local laws, no external guests are allowed into the Riad after 6 p.m.

Damaged Items, Stained Towels and Bedding

• In order to minimize our environmental impact, a change of towels and bed linens is included for stays of more than 3 days.

• Any broken or damaged items will be charged to the guest. These include broken lamps, furniture, etc. Please remember that most of the tableware, decor and furniture we use are not inexpensive IKEA-type items.

• Any henna stains will be charged to guests accordingly. If you get henna, please make sure it is completely dry before using any sheets/towels.

• We kindly request that you refrain from using face and bath towels for anything other than drying your body. This includes cleaning shoes (shoe wax), and removing make-up, henna tattoos, hair dyes, ink, blood, or other staining substances. Unfortunately, such stains are permanent, and the linens have to be discarded. We will charge an extra fee for each item that is permanently stained or damaged. Please understand that we are certainly not asking you for a cleaning fee for dirty towels. We will ask for a fee only if you damage the towels by staining them with the above-mentioned items. We appreciate your understanding and cooperation in keeping our linens in pristine condition.

Breakfast

Breakfast is served in the courtyard of the Main Riad (37 derb Fhal Zefriti) between 8.30 and 10.30 a.m.

If you have an early excursion or an early flight, please let us know before 3 p.m. the day before and we’ll provide you with a box of pastries and bottled water.

Facilities

• Please review the listed services on the booking platform and email us for clarifications before your stay. There are other riads that offer 24-hour service, pools, and hammams, restaurants etc. We don’t. We are totally transparent. We never wrote anywhere that we offer these services.

Safety and Personal Items

• All rooms are locked. However, please be mindful of your cash or valuable items. We have never encountered any incidents, and we would like to keep it that way. We will not be held responsible for any loss during your stay at the Riad.

Street Noise

Thie riad is located in the heart of Marrakech, where the city buzzes with life. You'll be close to the lively Jemaa el-Fnaa square, and in the historic Medina, where buildings stand close together. This means there might be some ambient noise from the surrounding area, which is unfortunately outside our control. However, we've taken all measures to ensure your space within the property is tranquil and peaceful.

Local Laws

• Due to Moroccan law, Moroccan couples must present a marriage certificate upon check-in.

Payments

• All extras (city tax, airport transfers, excursions, dinners, etc.) must be paid in cash upon departure. Payment for the room directly booked at the Riad will be calculated at an 11 dirham to 1 EUR rate.

Communications

We have established an open door communications with all our guests. If there are any issues in any shape or form, please contact our Riad manager and we will do everything possible to resolve your concerns in real time - during night time hours, please understand that we sleep and we may not respond right away.

If you feel uncomfortable “confronting” the riad manager in real time, please consider sending us a message via booking detailing your concerns and if possible your recommendations for improvements.

The whole team at Riad di Siena will do everything to make your stay comfortable and happy. However, we cannot anticipate problems if you do not communicate them to us during the stay. And we cannot offer you facilities and services that we never said we offer.

Online Reviews and Fair Evaluations

Read our past reviews and you will notice that responsiveness is mentioned many times. We are extremely responsive in resolving any issues. However if you don’t say anything, how can we fix it? That said, If you have contacted our Riad Manager and we have not responded to your concerns - that will never happen - then you may decide to leave us a negative review. You will understand that writing a bad review and giving us low rartings on online platforms without giving us the chance to make things right is inherently not fair. Reviews certainly help businesses improve their processes and services but we believe that this can be done in a more fair and kinder way. At the end of the day, we are all humans. When you decide to write a review, please ask yourself if the business made every effort to make your stay comfortable. Have we been good to you? Remember we are not perfect and intentions and the heart should also be included in your evaluation of how we treated you during your stay. As we mentioned in the disclaimer, if you are looking for perfect, pristine accommodation, a riad in the Old Medina is probably not your best choice. Your ratings do impact our business and the living opportunities of our staff and suppliers. When you understand this, please ask yourself if our service was so bad that you need to rate us negatively. Why not provide us with a list of things that we can do to improve our services in the future? This shift in perspective will just make all the difference. We are not in a TV show where critics (i.e,. you as the hotel critic) have to rate us for entertainment purposes. Remember how the Gladiators make sure they stay alive ? This is real life. And Riad di Siena as well as any hospitality establishment in the world deserve a kinder way to be evaluated. We are all humans.

So again, if you have concerns during your stay, if we are doing something wrong, please let us know and we’ll make everything possible to help and make you happy in real time.

Overbookings and Human Error

We strive to offer all guests a seamless and comfortable experience and take pride in our genuine hospitality. While we prioritize accurate bookings, it's important to be transparent: extremely rare instances of overbooking can occur due to human error, as we don't utilize automated booking systems.

Our commitment to you:

• No overbooking strategy: Unlike some hotels, we never intentionally overbook for profit. Our focus is on providing a personalized experience for each guest.

• Immediate action: If an overbooking does occur, we'll immediately find you a similar alternative close by. Your comfort and satisfaction are our top priorities. If we cannot find an alternative solution, we’ll let you know as soon as possible. If you have booked your room on Booking.com or airbnb, they will help you find an alternative accommodation as well - as long as you respond to their emails when they contact you.

• Continuous improvement: We're actively implementing measures to eliminate overbooking entirely, ensuring peace of mind for every reservation.

Rest assured: Overbooking is incredibly uncommon, and we're committed to doing everything possible to prevent it. Book your stay with confidence and experience the true essence of Moroccan hospitality.