KEYSERENITY

For your stay

Guest FAQ

The essentials before arrival, during your stay, at departure and if something goes wrong.

Before arrival

What are the arrival and departure times?

Times depend on your booking. For Villa Aisha, arrival is often from 4 pm and departure is at 11 am. For other properties, check your booking. Early check-in may be possible depending on housekeeping, so please ask in advance.

How do I access the property?

You will receive an access guide before arrival with the address, parking, keys and Wi-Fi details.

Where can I park?

Parking instructions are included in the property guide.

Can you arrange a transfer?

We can point you towards a local taxi partner. Contact details are shared on request.

How far is Essaouira’s medina?

Riad Miya is in the heart of Essaouira’s medina, a short walk from the souks, restaurants, ramparts, fishing port and beach. Villa Margaux is also in the medina, 700 metres from the beach. Villa Aisha is in a quiet setting, about a 20-minute drive from Essaouira’s medina and beach. A driver can take you there on request.

Is a security deposit required?

Yes, a €150 (or 1,500 MAD) security deposit is required only for direct bookings or via Booking.

How is the tourist tax paid?

The tourist tax is paid on arrival. Villa Margaux: 33 MAD, payable on site. Villa Nasser and the other properties: 30 MAD per person per night, payable on site.

During your stay

Is Wi-Fi available?

Yes. The login details are in the access guide.

Can I use the Villa Aisha pool?

Yes. The rules are in the property guide. Children must be supervised by an adult.

Heating at Villa Aisha?

Yes. Every bedroom has reversible air conditioning, which heats in winter and cools in summer.

Is a baby cot available?

One baby cot is available on request (only one, subject to availability).

Can I request extra housekeeping or linen?

Extra housekeeping or linen can be arranged on request.

What should I do if there is a problem or damage?

Tell us straight away so we can help as quickly as possible.

Departure

What time do I need to leave?

Check-out is at 11:00 at the latest. You are welcome to leave earlier, but never later.

What should I do with the keys?

Follow the instructions in the access guide.

Emergencies

What should I do in case of a leak, outage or access problem?

Use the on-site number shown in the access guide and message the host.

Have another question?

Write to us before or during your stay. We will reply with the information relevant to your booking.