Tour Booking FAQs
Booking Process
How do I book a tour with Serenity Morocco Tours?
Browse our tour packages, select your preferred tour, click "Book Now," fill in the booking form with travel dates and passenger details, choose payment method, and submit. You'll receive confirmation via email within 24 hours. For custom tours, use our inquiry form to discuss your requirements.
How far in advance should I book?
We recommend booking 2-3 months in advance for peak season (March-May, September-November), 4-6 weeks for shoulder season, and 2-3 weeks for winter. Desert tours and popular dates during holidays fill quickly. Last-minute bookings (1-2 weeks) may be available but with limited options. Book early for group tours and special events.
Can I make a booking request without paying immediately?
Yes, submit an inquiry through our contact form to check availability and receive a detailed quote without payment obligation. We'll hold tentative reservations for 48-72 hours while you finalize travel plans. Payment is required to confirm and guarantee your booking.
What information do I need to provide when booking?
Required information includes: full names as on passports, nationalities, passport numbers and expiration dates, travel dates, contact information (email, phone), accommodation preferences, dietary restrictions or allergies, special requests, and emergency contact details. Accurate information ensures smooth tour operations.
Can I book a tour for someone else as a gift?
Absolutely! Gift tours are wonderful presents. Provide the traveler's details during booking and indicate it's a gift. We can coordinate with recipients regarding travel dates and preferences. Gift certificates for specific tours or monetary values are available. Contact us to arrange gift bookings.
Do you offer phone bookings?
Yes, call us at [phone number] or via WhatsApp for personalized booking assistance. Phone bookings are helpful for complex itineraries, group bookings, or if you have many questions. Email and online bookings are processed faster but phone support is available during business hours (9am-6pm GMT).
Can I modify my booking after confirmation?
Modifications are possible depending on timing and nature of changes. Contact us immediately with requested changes. Modifications more than 30 days before departure are usually accommodated without fees. Changes within 30 days may incur fees. Significant changes (dates, hotels, tour type) may be treated as cancellations and rebookings.
What happens after I submit my booking?
Within 24 hours, you'll receive: booking confirmation email with reference number, detailed itinerary, payment instructions (if deposit required), pre-departure information, and your dedicated tour coordinator's contact. We'll confirm accommodation reservations, transportation, and activities. Contact your coordinator with any questions before departure.
Is my booking confirmed immediately?
Online bookings receive automated acknowledgment immediately, but confirmations are issued within 24 hours after we verify availability and process payment. During peak season or holidays, confirmation may take up to 48 hours. Check your spam folder if you don't receive confirmation. Contact us if you haven't heard back within this timeframe.
Payment Methods
What payment methods do you accept?
We accept: bank transfers (wire transfers), credit/debit cards (Visa, Mastercard), PayPal, Western Union, and cash upon arrival (with advance notice). Payment method availability may vary by tour price and booking timeframe. We don't accept American Express or cryptocurrency. Choose the most convenient method during booking.
Do I need to pay in full when booking?
Most tours require 25-30% deposit upon booking with the balance due 30-45 days before departure. Some tours, especially budget options or bookings within 60 days of departure, require full payment upfront. Private luxury tours may have different payment schedules. Specific terms are provided during booking.
When is the final payment due?
Final payments are typically due 30-45 days before tour departure. You'll receive payment reminders via email 60 days and 30 days before due date. Failure to pay by deadline may result in booking cancellation and forfeiture of deposit. Contact us immediately if you anticipate payment difficulties.
Are there any booking or payment fees?
We don't charge booking fees. Bank transfer fees and currency conversion charges are your responsibility. Credit card payments may incur 3-4% processing fees. PayPal transactions have approximately 4-5% fees. Wire transfer fees vary by bank (typically $15-50). Choose the most economical payment method for your situation.
What currency are tours priced in?
Tours are priced in USD, EUR, and GBP. Prices are fixed at booking in your chosen currency regardless of exchange rate fluctuations. We also quote in MAD (Moroccan Dirham) for local bookings. Prices are guaranteed once you receive written confirmation and pay deposit.
Can I pay in Moroccan Dirhams?
Yes, for bookings made while already in Morocco or for Moroccan residents. We'll provide dirham equivalent at the current exchange rate. Cash payments in dirhams can be made at our office in [location]. Bank transfers in dirhams are also accepted. Most international bookings are processed in USD, EUR, or GBP.
Is it safe to pay online?
Yes, we use secure payment gateways with SSL encryption and PCI compliance. Your financial information is never stored on our servers. Look for the padlock icon in your browser. We never request payment information via email. If concerned about online payments, use bank transfers or pay upon arrival for eligible tours.
What if I paid but didn't receive confirmation?
First, check spam/junk folders for our confirmation email. If not found, contact us immediately with payment proof (transaction reference, screenshot). Technical issues or email problems occasionally delay confirmations. We'll manually verify your payment and send confirmation. Keep payment receipts until you receive official confirmation.
Do you offer payment plans or installments?
For tours booked 4+ months in advance and exceeding $2,000, we may offer payment plans: deposit at booking, second installment at 90 days before departure, and final payment 30 days before departure. Payment plans must be requested during booking and are subject to approval. Missed installments may result in cancellation.
Cancellations & Refunds
What is your cancellation policy?
Standard policy: cancellations 60+ days before departure incur 25% fee; 30-59 days: 50% fee; 15-29 days: 75% fee; less than 15 days or no-shows: 100% fee (no refund). Private tours and peak season bookings may have stricter policies. Purchase travel insurance to protect against cancellation fees. Specific terms are in your booking confirmation.
Can I get a full refund if I cancel?
Full refunds (minus payment processing fees) are possible if you cancel within 48 hours of booking and departure is 60+ days away. After 48 hours, cancellation fees apply per our policy. Exceptional circumstances (documented serious illness, family emergencies) may be considered individually but aren't guaranteed. Travel insurance is the best protection for refunds.
What if I need to cancel due to illness or emergency?
Contact us immediately with documentation (medical certificates, death certificates, etc.). We'll work with you compassionately but cannot guarantee refunds without travel insurance. We may offer rescheduling options or partial refunds depending on circumstances and how far in advance you cancel. Comprehensive travel insurance covering trip cancellation is strongly recommended.
How long do refunds take to process?
Approved refunds are processed within 7-10 business days from approval. Actual receipt depends on your bank/payment provider: credit card refunds appear in 5-14 business days, bank transfers in 5-10 business days, PayPal in 3-5 business days. Refunds are issued to the original payment method. Contact us if refunds don't appear within expected timeframes.
Can I transfer my booking to someone else?
Yes, booking transfers to another person are permitted up to 30 days before departure with no fees. Provide new traveler's complete information (name as on passport, nationality, passport details, contact information). Transfers within 30 days of departure may incur administrative fees. Both parties must sign transfer agreement.
Can I reschedule my tour to different dates?
Rescheduling is possible depending on availability and timing. Requested 60+ days before original departure: usually no fees if new dates are within same year. Requested 30-59 days out: may incur 10-25% fees. Less than 30 days: treated as cancellation and rebooking with applicable fees. New dates must be confirmed before original tour cancellation.
What happens if you cancel my tour?
If we must cancel due to insufficient participants, safety concerns, or operational issues, you receive full refund or can reschedule without penalties. We're not responsible for your consequential costs (flights, accommodation booked independently). We notify you ASAP, typically 30+ days in advance. Tour cancellations by us are extremely rare.
Are deposits refundable?
Deposits are non-refundable if you cancel after the 48-hour grace period, though they may be credited toward rescheduled tours within the same year. Deposits protect our costs for reservations made on your behalf. This policy is industry standard. Travel insurance can cover deposit losses if you must cancel for covered reasons.
What if weather affects my tour?
We monitor weather and adjust itineraries for safety when necessary. Winter snow may close mountain passes; extreme heat may modify desert schedules; heavy rain may affect activities. Reasonable weather modifications don't qualify for refunds. Tour cancellation due to dangerous weather (rare) results in rescheduling or refunds. Minor weather variations are expected and don't justify cancellations.
Can I get a refund for unused tour components?
No, refunds aren't provided for voluntarily unused services (missed activities, skipped meals, shortened stays). Tours are packaged experiences with negotiated group rates. Unused components can't be refunded individually. If you want flexibility to opt out of activities, consider private custom tours where you control inclusions.
Group Tours vs. Private Tours
What is the difference between group and private tours?
Group tours have scheduled departures with other travelers (typically 4-16 people), fixed itineraries, and lower per-person costs. Private tours are exclusively for your party, offer flexible itineraries and dates, personalized experiences, and higher costs but more control. Group tours are social; private tours offer privacy and customization. See group tours and private tours.
What is the maximum group size?
Standard group tours: 12-16 people. Small group tours: 6-8 people. Actual sizes vary by tour and departure date. We limit groups for quality experiences and access to authentic venues. Minimum group sizes (typically 4-6) are required for departures to proceed. We notify you if minimum isn't met.
Can I book a private tour for just one person?
Yes, solo travelers can book private tours, though costs are higher since you're not sharing expenses. Single person private tours typically cost 30-50% more than per-person rates for two people. Solo travelers might also consider joining scheduled group tours for better value while still enjoying quality experiences.
Do you offer tours for large groups?
Yes, we specialize in custom group tours for families, friends, corporate teams, and special interest groups of 10-40+ people. Large groups receive customized itineraries, dedicated guides, private transportation, and potential discounts for 15+ people. Contact us directly for group quotes and planning assistance.
Can I join a group tour if traveling solo?
Absolutely! Many solo travelers join our group tours. You'll share experiences with like-minded travelers from around the world. Solo travelers pay per-person rates and may request shared accommodation to avoid single supplements, though sharing isn't guaranteed. Group tours are excellent ways to meet people.
What is a single supplement and do I have to pay it?
Single supplements are fees for solo travelers wanting private accommodation on group tours. Shared rooms are included in base prices; private rooms cost 20-40% more. If you're willing to share with another same-gender traveler, we'll try to match you, but if no match exists, single supplement may apply. Private tours don't have single supplements as they're entirely private.
How do you match roommates for shared accommodation?
For solo travelers requesting shared accommodation, we match by gender and similar age when possible. We share contact information so roommates can introduce themselves before the tour. Matching isn't guaranteed; if we can't find a match, single supplement applies unless you're willing to wait for potential matches up to departure date.
Can I customize a group tour itinerary?
Group tours follow fixed itineraries to maintain schedule and costs. Minor personal preferences (dietary needs, skipping optional activities) are accommodated. Significant changes aren't possible on group tours. If you want customization, book a private tour where the entire itinerary is tailored to your preferences.
What if I don't get along with other group members?
Our guides are experienced at managing group dynamics and ensuring everyone has positive experiences. Most groups bond well through shared experiences. If serious conflicts arise, guides intervene. You can always enjoy activities independently during free time. Reviews help us maintain quality travelers. Extreme incompatibilities are very rare.
Tour Inclusions & Exclusions
What is typically included in tour prices?
Standard inclusions: accommodation (hotels/riads specified in itinerary), meals as specified (usually breakfast daily plus some lunches/dinners), private transportation in air-conditioned vehicles, English-speaking driver/guide, entrance fees to monuments/activities listed, and airport/hotel transfers on tour dates. Specific inclusions are detailed in each tour description.
What is usually NOT included?
Common exclusions: international flights, travel insurance, meals not specified in itinerary, drinks with meals, tips/gratuities, personal expenses, optional activities not listed, visa fees (if applicable), and travel to/from Morocco. Budget additional funds for excluded items. See our budgeting guide.
Are entrance fees to attractions included?
Yes, entrance fees to all monuments, museums, and sites listed in the itinerary are included. Fees for optional activities or sites not in the itinerary are your responsibility. Some special exhibitions or restricted areas may have additional fees not included. Camera fees at some sites may also be extra.
What meals are included in tours?
Typical meal inclusions: breakfast daily (in hotels/riads), some lunches (usually during full-day excursions), and selected dinners (welcome/farewell dinners, remote locations). Urban days often exclude lunches/dinners allowing you to explore restaurants independently. Exact meal inclusions are specified in itinerary. Dietary restrictions are accommodated with advance notice.
Are drinks included with meals?
Water during transportation is included. Drinks with meals (soft drinks, juice, alcohol) are usually not included except at welcome dinners or special occasions. Bottled water costs 5-10 MAD; restaurant drinks 15-40 MAD. Budget 50-100 MAD daily for drinks. Some luxury tours include select beverages.
Is travel insurance included?
No, travel insurance is never included but is STRONGLY RECOMMENDED. Purchase comprehensive insurance covering trip cancellation, medical emergencies, evacuation, baggage loss, and travel delays. Insurance costs approximately 4-8% of trip cost. We can recommend providers but cannot sell insurance directly. See our travel insurance guide.
What type of accommodation is provided?
Accommodation varies by tour level: Budget tours use clean, comfortable guesthouses/hostels (private bathrooms, basic amenities); Standard tours feature 3-star hotels and traditional riads (en-suite bathrooms, air conditioning, WiFi); Deluxe tours include 4-5-star hotels, luxury riads, and desert camps (superior comfort, pools, spas). Specific properties are listed in itineraries or provided upon booking.
Can I upgrade my accommodation?
Yes, accommodation upgrades are available on most tours for additional fees. Upgrade to higher-category hotels, riads with pools, suites, or luxury desert camps. Request upgrades during booking or at least 30 days before departure. Upgrade costs vary by destination and season. Some budget tours have limited upgrade options due to route logistics.
Are airport transfers included?
Airport transfers are included on first and last days of tours if you arrive/depart on tour start/end dates. If you arrive early or depart late, additional transfers can be arranged for 20-60 EUR depending on airport and destination. Provide flight details when booking to ensure smooth pickups.
What transportation is used during tours?
Tours use modern, air-conditioned vehicles appropriate for group size: 4x4 vehicles for desert/mountain tours, minivans for small groups (4-8 people), minibuses for larger groups (9-16 people). All drivers are experienced, licensed, and English-speaking. Vehicles are well-maintained and insured. Some tours include internal flights (specified in itinerary).
Customization & Special Requests
Can I fully customize my tour?
Yes! Private tours can be completely customized to your interests, pace, budget, and dates. We'll design unique itineraries based on your preferences. Start with one of our sample itineraries and request modifications, or describe your vision and we'll create bespoke experiences. Use our custom tour request to begin.
How much does customization cost?
Customization services are free. However, custom itineraries may cost more than standard tours depending on requests: remote destinations, luxury accommodations, specialized activities, or unusual routes increase costs. Private tours are inherently pricier than group tours. We provide detailed quotes showing all costs before you commit.
Can you arrange special activities not in standard tours?
Absolutely. We can arrange: cooking classes with local families, traditional music performances, photography workshops, hammam spa experiences, hot air balloon rides, quad biking, horseback riding, surfing lessons, Arabic/French lessons, artisan workshops, and much more. Describe your interests and we'll incorporate relevant activities.
Do you accommodate dietary restrictions?
Yes, we accommodate vegetarian, vegan, gluten-free, halal, kosher, and allergy-related dietary needs with advance notice. Moroccan cuisine offers excellent vegetarian options naturally. Vegan and gluten-free require more planning but are manageable. Indicate restrictions during booking. We inform restaurants and cooks throughout your tour.
Can you accommodate travelers with mobility issues?
We strive to accommodate guests with limited mobility, though Morocco's ancient medinas and desert terrain present challenges. Modern Morocco is increasingly accessible. We can: arrange ground-floor rooms, modify itineraries to reduce walking, provide accessible transportation, and plan activities suited to mobility levels. Contact us to discuss specific needs so we can design appropriate experiences.
Are your tours family-friendly?
Many tours are excellent for families with children. We can: adjust pacing for young travelers, arrange interconnecting rooms, include child-friendly activities (camel rides, beach time, interactive cooking), provide child seats in vehicles, and arrange babysitting in larger cities. Recommended minimum age varies by tour. See our family tours or request custom family itineraries.
Can you arrange celebration events (birthdays, anniversaries, proposals)?
Yes! We love helping create memorable celebrations. We can arrange: romantic dinners in special settings, birthday cakes and decorations, private musicians, surprise activities, proposal setups in magical locations (desert dunes, mountain peaks, rooftop terraces), and champagne toasts. Share your plans during booking and we'll orchestrate unforgettable moments.
Do you offer tours in languages other than English?
Yes, we provide guides fluent in French, Spanish, German, Italian, Portuguese, and Arabic. Some languages may have limited availability or additional costs in remote areas. Request specific languages during booking. We'll confirm language availability when confirming your tour.
Can I extend my tour or add extra days?
Absolutely. Add pre-tour or post-tour extensions in any city. Popular extensions: extra days in Marrakech, beach time in Essaouira, exploring Chefchaouen, or Casablanca visits. We'll arrange accommodation, transportation, and activities for extension days. Request extensions during booking or at least 30 days before departure.
What if I have specific interests (photography, history, food, etc.)?
We specialize in themed tours matching your passions: Photography tours with expert guides and ideal timing for light; Culinary tours with cooking classes, market visits, and fine dining; Historical tours with archaeologist guides; Adventure tours with trekking and outdoor activities; Wellness tours with yoga and spa experiences. Tell us your interests for tailored experiences.
Travel Logistics
Do I need to book flights before confirming my tour?
No, wait until your tour is confirmed before booking flights. We verify availability before confirming. Once confirmed, book flights to arrive on Day 1 start date and depart on final day end date. Provide flight details once booked so we can arrange airport transfers. We can recommend flight options but don't book flights for you.
What if my flight is delayed or I miss my connection?
Contact your tour coordinator immediately if flights are delayed. We'll adjust pickup times when possible. If you miss Day 1 activities due to delays, we typically cannot provide refunds as costs are already incurred. Travel insurance covering flight delays is valuable. Give yourself buffer time for international connections.
Should I arrive a day early or stay extra days?
Arriving a day early is wise for long-haul international flights (jet lag, delay buffer). We can arrange pre-tour accommodation and transfers. Similarly, staying extra days post-tour allows relaxation before homeward flights. Many travelers extend in Marrakech, Essaouira, or Casablanca. Pre/post tour planning ensures stress-free experiences.
Can I store luggage if I arrive early or depart late?
Hotels and riads usually allow luggage storage for guests arriving early or departing late on the same day. For overnight storage (if you're taking a desert tour from Marrakech and returning), most hotels accommodate this for small fees or free if you're staying with them before/after. We can arrange secure storage if needed.
What luggage should I bring?
For tours with multiple destinations, bring wheeled luggage (medium-sized, not oversized) or large backpacks. For desert and mountain tours, soft-sided bags work better than hard cases in 4x4s. Small daypack is essential for excursions. Airlines typically allow 23kg checked bag plus carry-on. Pack light - laundry services are available. See our packing guide.
How much cash should I bring?
Bring 50-100 EUR/USD for arrival expenses (snacks, tips, first night if you arrive early). ATMs in cities dispense dirhams. Budget 30-50 EUR daily for meals not included, drinks, souvenirs, and tips. Some remote areas have no ATMs, so carry sufficient cash during multi-day desert tours. Credit cards work in cities but cash is essential elsewhere.
Will I have internet access during tours?
Most hotels and riads offer WiFi, though speeds and reliability vary. Cities have good mobile data coverage. Remote areas (Sahara, mountains) often lack connectivity. Consider purchasing Moroccan SIM card for data (30-50 MAD for tourist packages). Inform family/friends you may be unreachable during desert portions. Digital detox can be refreshing!
Are tours wheelchair accessible?
Unfortunately, most of our tours are not wheelchair accessible due to Morocco's terrain: medina cobblestones, narrow souks, desert sand, mountain trails, and historic buildings without elevators. Some modern hotels and cities have better accessibility. We can design custom itineraries focusing on accessible sites and experiences. Contact us to discuss specific accessibility needs.
Do you provide travel insurance?
No, we don't provide or sell insurance, but STRONGLY RECOMMEND comprehensive coverage. Purchase insurance covering: trip cancellation/interruption, medical emergencies, evacuation, baggage loss, and travel delays. Buy insurance from reputable providers (World Nomads, Allianz, Travel Guard) shortly after booking tours to ensure maximum coverage. See our insurance guide.
What support is available during my tour?
You'll have: English-speaking driver/guide throughout tour, local coordinator's 24/7 emergency phone number, our office support during business hours, guide assistance with any issues, and coordination with hotels/service providers. We're available via WhatsApp, email, and phone. You're well-supported throughout your journey.
Safety & Health
Are your tours safe?
Yes, we prioritize guest safety. Morocco is generally safe for tourists with low violent crime. We use experienced drivers, well-maintained vehicles, licensed accommodations, and reputable service providers. Guides are trained in first aid. We monitor political and safety situations and adjust itineraries if concerns arise. Millions of tourists visit Morocco safely annually.
What health precautions should I take?
Recommended precautions: drink only bottled water, use hand sanitizer frequently, avoid street food initially (build tolerance), protect against sun exposure, stay hydrated, get travel insurance with medical coverage, bring personal medications, and consult doctors about recommended vaccinations 6-8 weeks before travel. See our health guide.
What if I get sick during the tour?
Guides assist with medical needs: recommending doctors, arranging pharmacy visits, or accompanying you to clinics if necessary. Major cities have modern hospitals; rural areas have basic clinics. Your travel insurance should cover medical care. Bring basic first aid supplies and personal medications. Contact your coordinator immediately if you're seriously ill.
Is food safe in Morocco?
Moroccan food is generally safe when following precautions: eat at established restaurants, ensure food is thoroughly cooked, avoid raw salads initially, peel fruits yourself, skip street food until you've acclimated, and drink only bottled water. Tour meals are carefully selected for safety and quality. Mild digestive upset initially is common; bring anti-diarrheal medication.
Do I need vaccinations for Morocco?
No vaccinations are legally required (except yellow fever if arriving from endemic areas). Recommended vaccinations: Hepatitis A and B, Typhoid, and routine boosters (tetanus, MMR, etc.). Rabies vaccination is optional but recommended for adventure travelers. Consult travel health clinics 6-8 weeks before departure for personalized advice. See our vaccination guide.
What about COVID-19 safety measures?
As of 2024, COVID-19 restrictions have largely been lifted. We maintain enhanced cleaning standards and can provide masks and sanitizer upon request. Specific measures depend on current health situations. We monitor developments and implement appropriate protocols. Check current requirements close to departure dates.
Is it safe for solo female travelers?
Solo women successfully travel Morocco, though challenges exist (harassment, unwanted attention). On our tours, you're with guides and groups, significantly improving experiences. We're sensitive to solo female concerns and provide support. Harassment is primarily verbal (annoying but not dangerous). Our guides intervene if issues arise. See our solo female travel guide.
What emergency procedures do you have?
Emergency protocols include: guides trained in first aid and emergency response, 24/7 emergency coordination contact, relationships with medical facilities, comprehensive vehicle insurance, evacuation procedures for serious incidents, and communication plans with guests' emergency contacts. Serious emergencies are rare, but we're prepared to handle them professionally.