General Terms & Conditions

1. About us

KALTENERE (also known as Kal Tenere Agafay Luxury Camp) is a desert camp located at Bled Zouizi, Douar Loudi, Agafay, Ouadaya 40000, Morocco.

• Operating company: To be confirmed: company name, legal form and share capital
• Registered office: To be confirmed: registered address
• Trade register (RC), ICE and tax identifier (IF): To be confirmed: registration numbers
• Phone and WhatsApp: +212 672 834 428 · E-mail: contact@kaltenere.com

2. Scope and definitions

These terms govern the relationship between KALTENERE and any person who books accommodation or a service (restaurant, Day Pass, activity, event, photoshoot).

• “Camp”: the KALTENERE establishment and its facilities (tents, restaurant, pool, common areas).
• “Guest”: any person staying at, or using a service of, the Camp.
• “Booking”: the reservation confirmed in writing by KALTENERE or by its official booking engine.
• “Stay”: the period between check-in and check-out stated in the booking confirmation.

3. Booking

Accommodation

Tents are booked through KALTENERE’s official online booking engine (online booking (opens in a new tab)), operated by Cloudbeds. A booking is final once the booking engine has issued its confirmation e-mail, which states the dates, the tent category, the number of guests, the rate chosen and its conditions.

The person making the booking must be of legal age and legally capable of entering into a contract, and acts on behalf of all the guests listed in the booking.

Other services

Restaurant, Day Pass, activities, events and photoshoots are requested through the contact page, by phone, WhatsApp or e-mail. A request becomes a booking only once KALTENERE has confirmed it in writing.

Third-party platforms

When a stay is booked through a travel agency or another platform, that intermediary’s own terms govern the sale, and these terms govern the stay at the Camp.

4. Rates and payment

Accommodation rates are those displayed in the booking engine at the time of booking, in the currency shown there. The services included in each rate (for example breakfast, dinner or pool access) are specified in the booking engine and in the confirmation.

Prices of the restaurant, Day Pass and activities are those published on this website on the day of the request; children’s reductions are indicated next to each offer.

• Deposit or prepayment required at booking: To be confirmed: percentage or amount, and when it is charged
• Payment of the balance: To be confirmed: when, and accepted means of payment on site
• Security deposit: To be confirmed: whether one is requested, and its amount
• Tourist tax: payable on site per person and per night according to the regulations in force — To be confirmed: amount

Online payments are processed securely by the booking engine and its payment provider; KALTENERE does not receive your full card number.

5. Cancellation, changes and no-show

The cancellation conditions that apply to a booking are those of the rate chosen, as displayed in the booking engine before payment and repeated in the confirmation e-mail.

• Standard rate — free cancellation until: To be confirmed: deadline before arrival
• Late cancellation and no-show: To be confirmed: amount retained
• Non-refundable or special rates: To be confirmed: conditions, if offered
• Early departure: To be confirmed: nights charged or not

Changes of dates or tent category are possible subject to availability and to the rate in force on the day of the change.

Cancellations and changes must be sent in writing to contact@kaltenere.com, quoting the booking number, or made directly through the link in the confirmation e-mail.

If KALTENERE must cancel a booking (force majeure, safety or any event beyond its control), the amounts paid for that booking are refunded in full, without further compensation.

6. Check-in and check-out

• Check-in: from 3:00 pm.
• Check-out: by 11:00 am.
• Early check-in or late check-out: on request, subject to availability — To be confirmed: any supplement.

In accordance with Moroccan regulations on tourist accommodation, each adult guest must present a valid identity document or passport on arrival.

Directions to the Camp are available on request and on the contact page. To be confirmed: Transfers from Marrakech: offered or not, and their price

7. Guests and admission

The number of guests may not exceed the number stated in the booking. Any additional person must be declared in advance and is subject to availability.

• Children: To be confirmed: accommodation policy for children and minimum age, if any
• Pets: To be confirmed: accepted or not

8. Guest responsibilities and house rules

The desert is a place of silence. Guests are asked to respect the calm of the Camp, the other guests, the staff and the natural surroundings.

• Quiet hours: To be confirmed: hours
• Smoking: To be confirmed: smoking policy in tents and common areas
• Pool: children must be accompanied by a responsible adult at all times; the pool is used at the guests’ own risk, during the opening hours displayed on site.
• Weapons, dangerous items and illegal substances are prohibited, in accordance with Moroccan law.
• Furniture, linen and equipment of the tents must stay in the tents.

KALTENERE may refuse or end a stay, without refund, in the event of behaviour that seriously disturbs the Camp or endangers people or property.

9. Activities

Camel rides, quad and buggy excursions, yoga, stargazing, cooking classes and photoshoots take place with guides or professionals. Participants must follow their safety instructions and declare any health condition that could make an activity unsuitable.

• Quad and buggy: To be confirmed: minimum age, driving licence and insurance conditions
• Cancellation of an activity by the guest: To be confirmed: conditions

An activity may be postponed or cancelled by KALTENERE for weather or safety reasons; amounts paid for it are then refunded or the activity is rescheduled.

10. Liability

Guests are responsible for any damage they, or the people staying with them, cause to the tents, equipment or facilities of the Camp. Repair or replacement is charged at cost, on presentation of the corresponding invoice.

Guests are advised not to leave valuables unattended. To be confirmed: Safe available in the tents or at reception: yes/no

KALTENERE cannot be held liable for the non-performance of its obligations caused by force majeure or by the guest.

11. Personal data and image rights

Personal data collected for bookings and stays is processed in accordance with Moroccan Law No. 09-08 and, where applicable, the EU General Data Protection Regulation, as described in our Privacy & Cookies.

No photograph in which a guest can be identified is used for communication purposes without that guest’s prior consent.

12. Complaints, applicable law and disputes

Any issue during the stay should be reported on site, so that the team can resolve it immediately. Written complaints can be sent to contact@kaltenere.com To be confirmed: within how many days after departure.

These terms are governed by Moroccan law, without prejudice to the mandatory provisions of Law No. 31-08 on consumer protection. The parties will seek an amicable solution first; failing that, any dispute falls within the jurisdiction of the competent courts of Marrakech.

13. Changes to these terms

KALTENERE may update these terms at any time. The applicable version is the one in force on the date of the booking.