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Frequently Asked Questions
Good Questions Make
Good Journeys.
Before you book, you might have a few questions in mind, and we have thought about them carefully so you do not have to worry. Please take a moment to read through this page before reaching out to us on WhatsApp. Chances are, the answer you are looking for is already here. If you still cannot find what you need, we would be more than happy to help. Simply message us on WhatsApp or send us an email, and we will get back to you promptly.
Payment and Security
Is it safe to pay on our website?
Yes, completely. All payments made through MarrakechSouks.com are processed through a secure, encrypted payment gateway that protects your card details from start to finish. We never see or store your full card information, and every transaction is handled through trusted, industry standard payment infrastructure. Whether you are paying a deposit or the full amount of your tour, you can book with complete peace of mind.
Does paying the deposit mean my booking is confirmed?
Paying the deposit is the first step. As soon as we receive it, we begin confirming availability with our network of licensed guides and match you with one based on your preferred date, tour, and language. Once everything is finalized, we will send you the name of your guide along with all the details you need. From there, we stay in touch with you by WhatsApp and email for anything else you might need as your tour date approaches. Booking with us is never a one and done transaction. We are with you the whole way.
Can I pay the full amount instead of just a deposit?
Yes. While most guests choose to pay a small deposit online and settle the remaining balance with their guide in cash, you are welcome to pay the full amount securely online at the time of booking if you would rather not carry cash on the day of your tour. If you choose this option, no further payment will be needed when you meet your guide.
What currencies do you accept for the remaining balance?
You can pay your guide in Moroccan dirhams, US dollars, or euros. These are the only currencies accepted for in person payment, so we kindly ask that you have your balance ready in one of these currencies before meeting your guide.
Why do you ask for a deposit instead of the full amount?
We ask for a small deposit at the time of booking to confirm that you are genuinely committed to your tour. Once a booking is made, we reserve a time slot with one of our licensed guides, and that guide plans their day around meeting you. A deposit helps us avoid no shows, which would mean a wasted slot that could have gone to another traveler, and it spares our guides the disappointment of arriving at the meeting point to find no one there.
What happens if no guide is available for my requested date or time?
If, for any reason, we are unable to confirm a guide for your chosen date or time, you will receive a full and immediate refund of your deposit. We will also be glad to suggest an alternative date or time if you would like to try again. If those options do not suit you, we will simply process your refund with no further steps required on your end.
How and when do I pay the remaining balance?
If you have paid a deposit only, the remaining balance is paid directly to your guide in cash at the start of your tour, before the experience begins. Your guide will already know the exact amount due, so all you need to do is have it ready and hand it over so you can both start the day without any interruptions later on.
Cancellations and Changes
Can I cancel my booking?
Yes, you can cancel your booking, and we understand that plans sometimes change. If you cancel more than 48 hours before your scheduled tour, your deposit will be refunded in full. Cancellations made within 48 hours of the tour are unfortunately not eligible for a refund, since your guide has already reserved that time exclusively for you and is no longer available to take another booking for that slot.
What if the number of people in my group changes after booking?
Please let us know as soon as possible if your group size changes, whether someone is joining or unable to attend. We will guide you through any adjustment needed, which typically means settling the difference directly with your guide on the day of the tour.
Can I change my tour date after booking?
We will always do our best to accommodate a date change, but we cannot guarantee it, since our guides are often booked weeks in advance. If a change is possible, we will happily coordinate it with your guide. If it is not possible and the original date no longer works for you, our standard cancellation policy will apply, meaning a full refund if the request is made more than 48 hours before your tour.
What if my group is larger than ten people?
For groups larger than ten, we ask that you contact us directly by WhatsApp or email rather than booking online. Larger groups require additional planning on our end, including arranging a second licensed guide, which is required by local regulations for groups of this size. Reaching out directly allows us to put together the best possible experience and offer for your group.
Meeting Your Guide
Where will I meet my guide?
Almost all of our tours take place in and around the Medina, close to Jemaa el Fna Square, where the most iconic souks, palaces, and monuments are located. Jemaa el Fna Square serves as our general meeting reference point. Once your guide has been confirmed, we will send you the exact meeting spot by email and WhatsApp, along with any other details you need ahead of time.
How will my guide recognize me, and how do we actually meet up?
It is simpler than it might sound. Once your guide has been assigned, we will connect you directly on WhatsApp ahead of your tour date, so you already have a way to reach one another. On the day itself, just message your guide when you arrive at the meeting point to let them know you are there, and they will do the same. There is no need to bring a sign or worry about being recognized. A quick message on WhatsApp is all it takes to find each other.
Can I be picked up from my hotel or riad?
Yes. While arranging transportation is not our core focus, we are glad to help set it up whenever it is needed. This applies whether your accommodation is a short distance from the Medina or considerably farther away, and it also applies if your tour includes a stop somewhere outside the Medina, such as the Majorelle Garden or a shopping destination beyond the usual souk area. Just let us know in advance, as pickup and additional transportation come with an extra fee that we arrange separately.
Can the meeting point be somewhere other than Jemaa el Fna Square?
Yes, this can be arranged. If you would prefer to be met at your hotel or riad, please let us know in advance, as this involves organizing transportation for your guide, which comes with an additional fee. We are not able to accommodate last minute changes to the meeting point, so we ask that you confirm this with us ahead of your tour date. If something unexpected comes up on the day and you are unable to reach Jemaa el Fna Square, simply contact us and we will do our best to find a solution together.
Do I need transportation for my tour?
For most of our tours, transportation is not necessary, since the souks, palaces, and main historical sites are all within walking distance of one another in the Medina. That said, Marrakech is easy to get around if you do need it. Small city taxis are widely available and affordable, and we recommend asking the driver to use the meter. If you would prefer a private transportation option arranged specifically for you, we are happy to organize that as well.
Planning Your Tour
Is everything included in the price?
The souks themselves are public streets and squares, so simply walking through them with your guide never carries any entrance cost. However, if you have booked one of our mixed tours that includes visits to monuments, palaces, gardens, or other paid sites in Marrakech, entrance tickets to those specific places are not included in your tour price and are paid separately on site. Your guide will let you know ahead of time which stops on your itinerary involve an entrance fee, so there are no surprises along the way.
Can I book a half day tour in the evening?
Our half day tours are scheduled to begin in the morning, with start times available at 9:00, 9:30, and 10:00. Mornings tend to offer the liveliest atmosphere in the souks, which is why we recommend this time slot. That said, if an afternoon or evening start would suit you better, simply select any available morning time when booking and let us know your preference in the request message. We will do our best to accommodate you.
Is the tour suitable for people with reduced mobility?
In most cases, yes, but we recommend reaching out to us beforehand so we can advise you honestly on whether a particular tour is a good fit. You can contact us by WhatsApp or email with any details about mobility needs, and we will help you choose the best option or make any necessary adjustments.
How far in advance should I book?
We recommend booking at least two weeks ahead whenever possible. Our guides tend to fill up quickly, especially during Marrakech's busier travel periods in spring (March to May) and fall (September to November), as well as around the Christmas and New Year holidays. Booking early gives us the best chance of securing your preferred date, time, and guide, particularly if you also have a specific language preference.
Can children join the tour?
Absolutely, children are more than welcome. When booking, please let us know how many people, including children, will be joining, so we can inform your guide in advance. Children under 12 are not charged, while infants and toddlers do not count toward your group size at all. Just be sure to mention their ages when you book so we can plan accordingly.
What language will my guide speak?
By default, our tours are conducted in English. If you would prefer a different language, simply mention it when you book. Based on availability, we will do our best to match you with a guide who specializes in that language. Marrakech is home to guides fluent in a wide range of languages, including French, Spanish, Italian, and German, among others, so do let us know your preference and we will try our best to accommodate it.
During Your Tour
What happens if I am running late to meet my guide?
We recommend contacting your guide as soon as you realize you may be delayed. We understand that delays happen, and your guide will always try to be understanding and wait for you. Out of respect for your guide's schedule, please reach out as early as possible so we can keep everyone informed. If we are unable to reach you and enough time has passed without any response, your guide may need to conclude the wait, so staying in touch with us is the best way to avoid any misunderstanding.
Can I end the tour earlier than planned?
Yes, of course. We would never expect you to continue a tour longer than you are comfortable with, and you are always free to wrap things up early if you feel ready to head back. Please note that the amount already paid or due to your guide remains the same regardless of when the tour ends, since your guide has reserved that full time slot exclusively for you.
Tipping
Are guides allowed to receive tips?
Yes, and while tipping is never mandatory, it is always deeply appreciated. Our guides are passionate ambassadors of Moroccan culture, history, and craftsmanship, and a tip is a wonderful way to thank them for a memorable experience. How much you choose to tip is entirely up to you and should reflect your own satisfaction with the tour. Not tipping does not reflect poorly on you in any way. It is simply a personal gesture that many guests choose to offer when they have had a great time.
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