Booking Terms and Conditions

1.1These Terms govern every hotel accommodation booking and service package made through diarmanasik.cloud, our official WhatsApp line, email, or any other channel we authorize (each a "Booking").

1.2Bookings are contracted with Diar Al Manasik International (Diyar Al Manasek International Travel and Tourism Company, LLC), Commercial Registration No. 4031290230, Ministry of Tourism licence Nos. 73104860 (Makkah) and 73105130 (Madinah), registered address 8501 Al Masjid Al Haram Road, Al Aziziyah District, Makkah 24243, additional number 2921 (Saudi National Address), email rsv@diarmanasik.com, WhatsApp +966 57 100 2200 ("we", "us", "our").

1.3We hold contracted room allotments with hotels in Makkah and Madinah and sell those rooms to you. Our obligation is to secure the room you booked, or an alternative under Clause 8. The hotel (the "Property") alone operates the accommodation and is solely responsible for its condition, cleanliness, facilities, services, staff and any incident on its premises. We do not control the Property and are not liable for its acts or omissions, but we will pass on and follow up any complaint you raise about it.

1.4By completing payment you accept these Terms, the conditions stated in your payment email (the "Booking Conditions"), and our Privacy Notice. If the Booking Conditions conflict with these Terms, the Booking Conditions prevail for that Booking.

1.5The person making the Booking (the "Lead Guest") must be at least 18 years old and accepts these Terms on behalf of every guest named in the Booking.

1.6Travel agents and other business partners book under a separate Agent Agreement. Where it conflicts with these Terms, the Agent Agreement prevails.

2.1Prices are quoted in Saudi Riyals (SAR) and include Value Added Tax at 15%. Any other mandatory tax or fee is shown separately before you pay.

2.2Card payments are processed by Tap Payments. We do not see or store your full card details.

2.3A Booking is confirmed only when both of the following have happened: (a) payment has been captured in full, and (b) we have sent you a written confirmation with a booking reference.

2.4If a displayed price is clearly wrong because of a technical or typing error, we will tell you as soon as we notice. You may then pay the correct price or cancel for a full refund.

2.5Fees charged by your bank or card issuer, including currency conversion, are your responsibility.

3.1A Booking marked "tentative", "pending" or "on option" is a courtesy hold, not a confirmed Booking. Its expiry date and time (the "Option Date") is set by Diar Al Manasik International at its sole discretion and is stated in your booking record. All times are Saudi Arabia time (UTC+3).

3.2We may bring the Option Date forward, or release the hold early, if the Property recalls or reduces our allotment. We will tell you where reasonably possible.

3.3Full payment must reach us before the Option Date. If it does not, the hold expires automatically and the room is released, without further notice and without any liability on our part.

3.4Rates and availability are not guaranteed until payment is received and the Booking is confirmed under Clause 2.3. Any reminder we send before expiry is a courtesy; not receiving one does not extend the Option Date.

4.1Unless your confirmation states otherwise, check-in is from 4:00 PM and check-out is by 12:00 PM (noon), local time.

4.2The Property will require a passport or national ID and a valid visa, residency or entry permit for every guest at check-in. Guest names on the Booking must match their travel documents.

4.3Early check-in and late check-out depend on availability and are subject to charges set and collected by the Property.

4.4If you will arrive after midnight on your arrival date, tell us at least 24 hours in advance. Otherwise the room may be released and the Booking treated as a no-show under Clause 5.4.

5.1You may cancel a Booking free of charge up to 12:00 PM (noon) Saudi Arabia time, 7 days before the arrival date. The refund is made under Clause 6.

5.2A cancellation made after that time, within the 7 days before arrival, is not refunded. The same applies to reducing the number of nights, rooms or guests.

5.3Your cancellation rights are those set out in this Clause 5.

5.4No-show: if no guest checks in on the arrival date and you have not told us in advance, the full Booking is charged and the remaining nights may be released.

5.5Early departure: nights not used after check-in are not refunded.

6.1Approved refunds are made to the original payment method within 14 days of approval. Your bank may take additional time to show the credit.

6.2Refunds are limited to the amount we actually received from you, less any payment processing fees that are not returned to us. Charges imposed by your own bank or card issuer, including currency conversion, are your responsibility.

6.3If we cancel a Booking for any reason other than your breach of these Terms, you receive a full refund or, if you prefer, alternative accommodation under Clause 8.

6.4If you dispute or charge back a payment that was due under these Terms, we will contest it, and you remain liable for the amount owed plus any chargeback fees and reasonable recovery costs we incur.

7.1Requests to change dates, room type, guest names or number of guests must be sent in writing by email or WhatsApp to the contacts in Clause 1.2, quoting your booking reference.

7.2A change takes effect only when we confirm it in writing. Changes depend on availability and Property approval, and any price difference must be paid before confirmation.

7.3Within the 7 days before arrival, reducing nights, rooms or guests counts as a partial cancellation and is not refunded.

7.4Name changes may carry an administrative fee, which we tell you before the change is made.

8.1If the booked Property cannot accommodate you because of overbooking, closure or an instruction from the authorities, we will provide a room of the same or higher category, at a comparable distance from the Haram, at no extra cost to you.

8.2If the alternative is materially inferior, or you reject it before arrival, you may cancel and receive a refund for the affected nights. That refund, or the alternative accommodation, is your sole remedy for a relocation.

8.3We will tell you about any relocation as soon as we know of it.

9.1Each guest is responsible for holding, for the whole stay: a valid passport or national ID; a visa or residency that permits the stay; any Umrah or other permit required through the Nusuk platform; and any vaccinations required by the Saudi authorities.

9.2Hajj season in Makkah. During the Hajj season the authorities restrict entry to Makkah and prohibit hotels there from accommodating guests who do not hold a Hajj permit or an official Makkah entry permit. Issuance of Umrah permits is also normally suspended for several weeks before and during Hajj. If you book a Makkah stay that falls in this period, every guest must hold the required permit. A guest refused entry to Makkah or refused check-in for lacking a permit that was required when the Booking was made is treated as a no-show under Clause 5.4.

9.3Unless Clause 12 applies, we do not refund Bookings affected by visa refusal, flight cancellation or delay, denied boarding, or refusal of entry at the border.

9.4We do not arrange visas or permits unless this is expressly included in your Booking.

9.5We strongly recommend travel insurance that covers cancellation, medical costs and travel disruption.

10.1Guests must comply with Saudi law, the Property's house rules, and the room's maximum occupancy.

10.2Children, extra beds and extra guests are subject to the Property's policy and charges, stated before you pay where known.

10.3The Property may charge for damage caused by guests and may refuse or end accommodation for serious breach of its rules or the law. In that case no refund is due.

10.4The Lead Guest must give accurate booking and guest information. We are not responsible for problems caused by incorrect information.

11.1We are responsible for providing the accommodation you booked, or an alternative under Clause 8.

11.2To the extent permitted by law, our total liability for any Booking is limited to the total price you paid for that Booking.

11.3We are not liable for indirect or consequential losses, including missed flights, onward travel, lost earnings or lost enjoyment.

11.4Nothing in these Terms limits liability that cannot be limited under Saudi law, including liability for fraud or gross negligence.

11.5We are not liable for the acts, omissions or failures of the Property, airlines, transport operators, visa or permit authorities, or any other third party, or for loss of, theft of or damage to guests' belongings.

11.6To the extent permitted by law, any claim against us must be made in writing within 30 days of the scheduled check-out date. Claims raised after that are not accepted.

12.1Neither you nor we are liable for failure to perform caused by events beyond reasonable control. These include natural disasters, extreme weather, epidemics, war or civil unrest, airspace closures, structural closure of the Property, and decrees or regulatory changes by the government, the Ministry of Hajj and Umrah or the Ministry of Interior, including access restrictions announced after the Booking was made.

12.2If such an event prevents the stay, we may, at our choice: (a) move the Booking to new dates or comparable accommodation; or (b) issue a credit for the amount paid, valid for 12 months. If neither is possible, or you decline both, we will refund only the amount we actually recover from the Property and our suppliers, less our documented non-recoverable costs, within 14 days of receiving it.

12.3A guest's personal inability to travel, such as illness or visa refusal, is not a force majeure event. It is governed by the cancellation rules in Clause 5.

13.1We process guest personal data in line with the Saudi Personal Data Protection Law and our Privacy Notice at /en/privacy.

13.2We share guest data only as needed to deliver the Booking, as described in our Privacy Notice: with the Property, with Tap Payments, with the service providers named there, and with government systems where the law requires guest registration.

13.3We keep personal data only as long as needed for the Booking and our legal obligations.

14.1If something is wrong during your stay, tell the Property's front desk and contact us on WhatsApp at once, so it can be fixed while you are there. Problems not reported during the stay cannot be verified, and we may decline complaints about them.

14.2Any other complaint should be sent in writing within 14 days of check-out to rsv@diarmanasik.com, quoting your booking reference. We will acknowledge it within 2 business days and respond in full within 10 business days.

14.3If you are not satisfied with our response, you may refer the matter to the competent Saudi authorities, including the Ministry of Commerce and the Ministry of Tourism.

15.1These Terms and every Booking are governed by the laws of the Kingdom of Saudi Arabia.

15.2The competent courts of Makkah have jurisdiction over any dispute.

16.1These Terms are published in Arabic and English. If the two versions differ, the Arabic version prevails.

16.2We may update these Terms. The version published at the time you made your Booking applies to that Booking.

16.3If any provision is found invalid, the rest of these Terms remain in force.