Reservation Policy

Check-In Time 12:00 PM | Check-Out Time 02:00 PM

Check-In Time: 15:00hrs - 22:00hrs     Check-Out Time: 11:00hrs 

Early check-in or late check-out is subject to bed/room availability on a relevant day, to be reconfirmed with the Front Office staff. 

For Premium Business privilege guests, a flexible (24:00 hrs) check-in and check-out policy, subject to availability, applies. 

Rooms not occupied by 22:00 hours will be seen as No-Show unless prior arrangement has been made. 

For Peak Season, all reservation payments are non-refundable. The definition of the Peak Season period will be determined by a unilateral decision of the Hotel Management. 

A full room rate will be chargeable for check-in at 07:00 hours or check-out after 15:00 hours. 

It is mandatory for all guests to produce a valid identity document upon check-in; for foreign guests a valid passport and for domestic guests, a valid identity card shall be accepted as proof of identity. 

Guests checking into the hotel must be at least 18 years of age. 

Upon check-in, all guests must register through a guest registration form.  

Please note that any change in the guest’s reservation may change the rate and/or require payment of cancellation fees. 

Group Guests and Corporate Guests may have some special arrangements based on their contract with Oz Palace or based on a unilateral decision of the Hotel Management. 

For reservations guaranteed with a form of payment at the time of booking, rooms are held until hotel check-out time (11:00 hours) the day following arrival.  

For reservations not guaranteed with a form of payment at time of booking, rooms are held until the set cancellation time per the rules of the reservation.  In the event, that more guests arrive than can be accommodated due to hotel overbooking or an unforeseen circumstance, and the hotel is unable to hold rooms consistent with this room hold policy, Oz Palace will attempt to accommodate guests, at its expense, at a comparable hotel in the area for the oversold night(s), as well as pay for transportation to that hotel. As a comparable accommodation, a hotel or rooms with a 3* or 4* rating in the city of Ouarzazate, is considered. In the event that there is no available comparable accommodation in the city of Ouarzazate, the full paid amount for accommodation shall be refunded to the guest.

Cancellation Policy

Guarantee by credit card: The guest is allowed to modify/cancel the reservation by email or fax  

• At least 10 days prior to the arrival date - no cancellation fees apply and a refund of the total amount shall be granted. 

• At least 5 days prior to the arrival date - 70% refund of the total amount shall be granted. 

• At least 48 hours prior to the arrival date - 30% refund of the total amount shall be granted. 

• If the time for cancelling without penalty has passed, the forfeiture amount will be 100%. There may be additional applicable charges and taxes. 

• The refund policy is based on the total amount of the stay, not on the prepaid 40% to confirm reservation. 

• In case of proved deaths or accidents, a refund may be granted at the General Manager’s and/or Front Office Manager’s discretion. 

• In case the guest arrives the day following arrival before check-out time (11:00 hours), the fee for No-Show for one night’s stay based on the room category booked, shall apply, and the booking for the remaining time shall remain valid. In case the guest arrives the day following arrival after check-out time (11:00 hours), he shall lose the booking

Group Bookings: 

Guarantee by credit card: The Group is allowed to modify/cancel the reservation by email or fax  

• At least 45 days prior to the arrival date - no cancellation fees apply and a refund of the total amount shall be granted. 

• At least 30 days prior to the arrival date - 70% refund of the total amount shall be granted. 

• At least 15 days prior to the arrival date - 30% refund of the total amount shall be granted. 

• If the time for canceling without penalty has passed, the forfeiture amount will be 100%. There may be additional applicable charges and taxes. 

• The refund policy is based on the total amount of the stay, not on the prepaid 40% to confirm reservation. 

• In case of proved death or accidents, a refund may be granted at the General Manager’s and/or Front Office Manager’s discretion. 

• In case the Group arrives the day following arrival before check-out time (11:00 hours), the fee for No-Show for one night’s stay based on the room category booked, shall apply, and the booking for the remaining time shall remain valid, unless otherwise defined in the applicable Group Contract. In case the Group arrives the day following arrival after check-out time (11:00 hours), they shall lose the booking, unless otherwise defined in the Group Contract. 

Group Bookings: 

Guarantee by credit card: The Group is allowed to modify/cancel the reservation by email or fax  

• At least 45 days prior to the arrival date - no cancellation fees apply and a refund of the total amount shall be granted. 

• At least 30 days prior to the arrival date - 70% refund of the total amount shall be granted. 

• At least 15 days prior to the arrival date - 30% refund of the total amount shall be granted. 

• If the time for canceling without penalty has passed, the forfeiture amount will be 100%. There may be additional applicable charges and taxes. 

• The refund policy is based on the total amount of the stay, not on the prepaid 40% to confirm reservation.  In case of proved death or accidents, a refund may be granted at the General Manager’s and/or Front Office Manager’s discretion. 

• In case the Group arrives the day following arrival before check-out time (11:00 hours), the fee for No-Show for one night’s stay based on the room category booked, shall apply, and the booking for the remaining time shall remain valid, unless otherwise defined in the applicable Group Contract. In case the Group arrives the day following arrival after check-out time (11:00 hours), they shall lose the booking, unless otherwise defined in the Group Contract. 

Corporate Bookings:  

Guarantee by credit card: The guest is allowed to modify/cancel the reservation by email or fax  

• At least 10 days prior to the arrival date - no cancellation fees apply and a refund of the total amount shall be granted. 

• At least 5 days prior to the arrival date - 70% refund of the total amount shall be granted. 

• At least 48 hours prior to the arrival date - 30% refund of the total amount shall be granted. 

• If the time for canceling without penalty has passed, the forfeiture amount will be 100%. There may be additional applicable charges and taxes. 

• The refund policy is based on the total amount of the stay, not on the prepaid 40% to confirm the reservation. 

• In case of proven deaths or accidents, a refund -may be granted at the General Manager’s and/or Front Office Manager’s discretion. 

• In case the guest arrives the day following arrival before check-out time (11:00 hours), the fee for No-Show for one night’s stay based on the room category booked shall apply, and the booking for the remaining time shall remain valid. In case the guest arrives the day following arrival after check-out time (11:00 hours), he shall lose the booking.