FAQ
Most frequent questions and answers
OUR RIDES
Our custom-made adventures are strictly private, adjusted to your preferences and your pace. We never combine guests into larger groups.
Where is your starting and ending point located?
We have a dedicated meeting point in downtown Marrakech at the Grand Café de la Poste. If you wish, we can also come pick you up at your hotel at an additional cost if 200MAD per sidecar. We can drop you off wherever you like in downtown Marrakech at the end of your ride.
From 2 to 99 years old, fun on three-wheels is for all. Kid helmets are available, and a special itinerary can be tailor-made for our small guests. Kids below 12 need to be accompanied by one adult.
Our custom-made adventures are strictly private, adjusted to your preferences and your pace. We never combine guests into larger groups.
Sun is very bright and rain is scarce in Morocco. Wear comfortable shoes and long-sleeve shirt all year round, pack sun screen and your fully charged camera. Helmets will be provided by your insider. For winter rides (December – March), don’t get fooled by the blue sky and shinning sun, it can get cold on the bikes, so please bring a windproof jacket.
We do offer a few options to spice your ride up. º An instant camera is a fun, retro little gadget to instantly print your pictures while enjoying your ride. 20 sheets included. º Take the camera on your mobile device to the next level with this selfie stick and lens set including Fish-eye, wide-angle and macro lens. For rent only. For all devices. º An astonishing view with a glass of French champagne will definitely make the difference. Our bottle of 375mL are recommended for two full pours. º A lightweight, durable travel canvas tote bag designed by Marrakech Insiders. It’s the perfect travel partner for your sidecar rides. None of them works for you? Just drop us a line and we will do our best to fit your request.
Challenge us with a specific request is what we enjoy the most. All our rides are tailor-made according to your desires, just ask upstream so we can craft a memorable journey just for you. Please let us know your requirements in the “Special Requests” box at the end of your online booking process. A set of options is also available to spice up your ride.
Our rates are per vehicle which can accommodate up to two passengers on a sidecar whatever their age.
Tipping is always optional. But if you had a great time and want to thank your insider, gratuities are very much appreciated.
What is Slow Travel?
Slow Travel is an alternative way of travelling based on the idea of taking time to discover a new destination. Slow Travel leaves a great place to serendipity and is also a great opportunity to become part of local life and to connect to a place and its people.
To write a review about your ride, go on our TripAdvisor page. and sign in/log in. Fill in the Write a Review form and Certify that your review is based on a genuine travel experience by selecting the check box, then press the Submit your review button. You can also leave a review on our Facebook page and post colorful pictures of your ride on Instagram with @insidersexperience .
OUR VEHICULES
Traffic in Morocco can be hectic and require some driving experience. Thus, we don’t offer a self-driving option on our city rides. You’ll be in better hands with an Insider driving for you. For a self-driving experience, enquire about our expeditions by visiting www.insidersexpeditions.com or by contacting us.
Our sidecar are insured for up to 2 passengers per vehicle no matter their age. One passenger behind the driver and one in the basket. If you are more than 2 passengers, just book extra sidecars to accommodate everyone. Please note that there is no weight or length limitations.
Yes, we can, as long as they are able to sit for the booked amount of time in a sidecar.
PAYMENT & GIFT VOUCHERS
How can I pay for my booking?
At Insiders, we use Stripe to process credit card payments on our website. Stripe is certified as PCI Service Provider Level 1 — the most stringent level of certification possible. Here’s a list of other companies that use Stripe. Moreover, when you opt into saving your credit card with us, all storage of sensitive information (i.e., your credit card number) is kept in Stripe’s secure environment. At no point can we see or store your credit card number on our systems.
Our prices are in Moroccan Dirhams (MAD) but we do accept payment in more than 130 currencies from almost any credit card and debit card, no matter where you live. There are two types of fees that you might see when making payment with an unsupported currency or from a different country than Morocco. º Bank Conversion Fees : If Stripe doesn’t support your currency, then your payment will be converted into Moroccan Dirhams by your bank. Your bank will add an additional fee for you to pay. º Foreign Transaction Fees : If your bank account is based in a different country than Morocco you may receive additional fees. This is up to your bank, so the exact behavior might vary.
Go to the Payment page, Type in or copy paste your code in the Promo code box, exactly as you received it and without space. Click the “Update” button to apply it to your order. Do not forget to check that the code has been correctly applied before confirming your purchase, after it will be too late! For this, take a look at the total amount of your order. Your Promo code does not work? Follow these tips: º Use only one Promo Code per order º Codes all have an expiration date Do you still have problems with your Promo Code and would like to contact us? Click here.
Safer than it’s ever been. We use one of the most secure online ordering systems on the market. We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features: º Authentication : this assures your browser that your data is being sent to the correct computer server, and that the server is secure. º Encryption : this encodes the data, so that it cannot be read by anyone other than the secure server. º Data Integrity : this checks the data being transferred to ensure it has not been altered. In the unlikely incidence of unauthorized use of your card you must report the incident immediately to your credit card provider.
If your payment has been declined, then you’ll need to place your booking again. º Check your card details to make sure the information is correct, e.g. the expiry date or your billing address. Make sure you enter the security code correctly – that’s the three digit number on the back of your card. º Your card issuer may have declined your payment. Please check here here to understand what happened. If you’ve checked all of the above, try paying with another card. If you’ve tried all these and are still having problems, click here to contact our team.
CANCELLATION & REFUND
To receive a booking confirmation, it may take up to 24 hours in high season. If you shall need to cancel your booking before receiving the booking confirmation, we refund you with 100% of the fee. º If you cancel by writing at least 5 weeks prior to the ride, you will get a 90% refund. º If you cancel by writing 48 hours prior to the ride, you will get a 50% refund. º In case of no-show or if you cancel less 48 hours before meeting time, no refund will be granted. In case of heavy rain we accept a cancellation 2 hours before the ride.
To receive a booking confirmation, it may take up to 24 hours in high season. If you shall need to cancel your booking before receiving the booking confirmation, we refund you with 100% of the fee. º If you cancel by writing at least 5 weeks prior to the ride, you will get a 90% refund. º If you cancel by writing 48 hours prior to the ride, you will get a 50% refund. º In case of no-show or if you cancel less 48 hours before meeting time, no refund will be granted. In case of heavy rain we accept a cancellation 2 hours before the ride.
It happens rarely in Marrakech, but heavy rain still falls. Usually, we just wait a few minutes and the sun comes back even brighter. If you decide not to start the ride, Insiders shall refund you with 100% of the service fee (minus bankfees) if you cancel before 2 hours in advance. However, if your ride has already begun, you’ll be charged 100% of the service fee (minus bankfees).
TECHNICAL ISSUES
I’m having trouble accessing your website. What should I do?
If you’re having trouble with the website we’d suggest you try the following: º Firstly, you may need to delete your cookies – a cookie is a small file we store on your computer to let us know who you are next time you visit us. On most internet browsers you can delete your cookies using ‘Tools’ or ‘History’. Once you’ve cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems. º We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc. If after this you’re still having problems, please contact us.
Our desktop site should automatically load up on desktops and tablet devices when visiting Insiders. If you’re seeing our desktop site on your mobile device, then clearing your browser’s cache and cookies should help. To clear your cache and cookies on a mobile browser please see the below steps: iOS – Safari Press the Home button and go to Settings. You’ll see Safari listed with some other apps. Simply select Safari and then select ‘Clear History’ and ‘Clear Cookies and Data’. Once you’ve done this, simply open up Safari again and go to our website. You should now see our mobile site instead of desktop. iOS – Chrome If you’re using Chrome on an iOS device, open up the Chrome app and press the menu button in the top right hand corner (its three lines one under the other). Select ‘Settings’ and then ‘Privacy’ on the next screen. You’ll then see the options to clear your cache and cookies. Once you’ve done this, simply close and reopen Chrome again and go to our website. Android – Chrome If you’re using an Android device, then with your browser open, press the Menu button. Select ‘Clear Browsing Data’ and then ‘Privacy’ on the next screen. You’ll see a pop up where you can select the data you want to clear. Tick the relevant boxes and press the clear button.
After you sign up and place a booking, you should receive a variety of emails from us, which include Booking or Refund Confirmation emails and any responses from our team. There may be a number of reasons why you’re not getting these from us. º Your email software may be marking our emails as junk mail. To stop this from happening, please add info@insidersexperience.com to your email address book. º Make sure you typed in the correct email address when you signed up with us. Just sign in to your account (if you can remember which email address you used) to check this. If after this you’re still having trouble, contact our team giving as much detail as you can about the issue and we will try our best to help.
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