FAQ

1. Website

What is this site all about?

This site is a comprehensive online portal for DTCM licensed operators that own or manage residential properties in Dubai, catering to tourists and corporate clients worldwide. The platform provides a complete booking management and marketing system for these operators while offering guests an efficient and user-friendly method to book their desired accommodations online.
Who is a “Host”?

A "Host" refers to the DTCM licensed holiday rental operators who have listed their properties on our website. The Host could be a holiday home company, an individual property owner, or a hotel apartment. They are responsible for managing the property, ensuring a comfortable stay for guests, and addressing any issues or concerns that may arise during the booking process or throughout the guest's stay.
Who is a Guest?

A guest is an individual or group of individuals who make a booking on our website for a short-term rental or holiday home managed by a "Host." Our guests are typically travelers, vacationers, or people seeking temporary accommodation for various reasons. They book a stay with one of our registered Hosts, who could be a licensed holiday rental operator, property owner, or hotel apartment. Guests are expected to follow the rules and guidelines set by the Host, our website, and the applicable government regulations to ensure a pleasant and compliant experience for all parties involved.
Who controls the prices and duration policies on the website?

While we, as the website operator, provide recommendations and outline general guidelines, the responsibility of setting specific pricing and availability for each property lies with the Host, whether it be a licensed holiday home rentals company or an individual owner. This strategy enables operators to customize their listings according to their distinct requirements and preferences, ensuring compliance with the platform's overarching standards and best practices while adhering to their unique needs.
Who controls the Booking Policy for each property?

The Host controls the Booking Policy for each property. They may have unique booking policies for each property they list. To view the Booking Policy for a specific property, please visit its Property detail page.
Who controls the Refund Policy for each property?

The website maintains a universal Refund Policy that applies to all properties, rather than individual refund policies set by the Hosts.
How can I ensure the Host won't charge me more than the amount stated on the website?

Hosts do not have the ability to increase the price quoted once you have sent them a booking request.
Can I negotiate a discount with the Hosts?

Yes, you can negotiate a price with the Host. They have the option to decrease your price after receiving your booking request. Please note that your request will be submitted at the original calculated price. Hosts can only offer discounts once they have received your request. If an Host has promised a discount, kindly remind them through our messaging board after submitting your booking request.
How can I contact the Host directly?

To directly communicate with the Host, you can take advantage of our messaging board feature. This user-friendly tool enables you to engage in discussions with the Host regarding any inquiries, price negotiations, or particular requests you might have prior to finalizing your booking.
To use this feature, you will need to register yourself on our website by either sending in a booking request or sending a message through our Contact Host section. Once you do that, you will be automatically prompted to sign in or sign up as a new user.
Once you're registered, you can send messages directly to the Host through the messaging board. This allows you to have a direct line of communication with the Host to ensure that you have all the information you need before making a booking.
What types of properties can I find on this website?

You can find a diverse range of properties on this website, including apartments, villas, beach houses, and penthouses. Our goal is to provide accommodations to suit various preferences and budgets, ensuring an enjoyable stay in Dubai for all our clients.

2. Properties

What is the standard of the properties listed?

The properties listed fall into two categories: Standard Rated and Deluxe Rated. These ratings are assigned by the DTCM (Department of Tourism and Commerce Marketing), which is the regulatory authority for tourism in Dubai.
What is the difference between Standard and Deluxe Properties?

The distinction between Standard and Deluxe Properties primarily lies in the degree of amenities, services, and overall quality of accommodations offered.
Standard Properties generally provide essential amenities and services, ensuring a comfortable stay for guests. These properties may feature a modest design and fewer amenities, making them an economical choice for guests who prioritize affordability without compromising on comfort.
Deluxe Properties, conversely, offer an elevated experience with enhanced amenities, services, and a superior level of comfort. These properties often showcase luxurious furnishings, sophisticated features, and occasionally additional on-site facilities or services, catering to guests who seek a more refined and indulgent stay.
It is crucial to acknowledge that the specific differences between Standard and Deluxe Properties may vary depending on the Host, the selected location, and individual property descriptions. Deluxe properties are not inherently superior to standard ones in all cases. Therefore, it is essential to thoroughly review the property listing and amenities to ensure that the chosen accommodation aligns with your expectations and requirements.
How many people are allowed in each property?

The number of guests allowed in a property can vary depending on various factors, including the size of the property, building management allowances, and the preferences of the Host. When making a booking request, it is important to include the total number of guests, including children and infants.
Hosts will only permit the number of people listed in the booking request, up to their maximum occupancy limit. It is important to note that no extra guests are allowed, and violating this policy may result in additional charges or removal from the property.
How can I check the availability of a property?

You can easily check the availability of a property by visiting its detail page on the website. The availability calendar will display the dates that are currently open for booking, allowing you to plan your stay accordingly.
How often is the property serviced during my stay?

The frequency of cleaning varies by Host, but most typically offer one cleaning per week. For bookings longer than four weeks, cleaning services might not be included, and you'll need to discuss this with the Host. Extra charges may also apply for cleaning.
We recommend confirming the cleaning schedule with the Host before booking. To communicate with the Host, use our message board by clicking the "Contact Host" button on the property listing.
Are the listed properties pet-friendly?

Pet policies vary among properties, as some may welcome pets, while others may have restrictions. To find a pet-friendly property, you can use the search filters on the website or check the property's detail page for information on their pet policy.
How can I trust the authenticity and quality of the listed properties?

To ensure the authenticity and quality of the properties listed on our website, we have implemented several measures. All properties are required to be managed by a DTCM licensed holiday rental operator, which ensures that they comply with local regulations.

However, please note that we do not physically examine or check the properties ourselves. Therefore, we encourage clients to take advantage of the customer reviews and property ratings available on our website. These resources can help you make an informed decision before booking a property. We take the authenticity and quality of our listings very seriously, and we are committed to providing our clients with the best possible experience.

3. The Booking Process

How do I book a property through your online booking system?

To book a property, visit the property detail page or search result page and click on the "BOOK NOW" button. Follow the instructions provided. Upon completing your booking request, you'll receive an email with your chosen username and password. You can use these credentials to log in to your personal control panel, where you can view the status of your booking, correspond with the Host, and make payments.
What payment methods are accepted for booking a property?

We accept a variety of payment methods to accommodate our clients' preferences. These include credit cards, debit cards, and secure online payment gateways. Specific payment options will be available during the checkout process when making a booking.
Are there any additional fees or charges associated with the bookings?

While the majority of fees and charges are included in the displayed prices, certain properties may have additional costs, such as cleaning fees and/or security deposits. These fees, if applicable, will be clearly mentioned on the property's detail page. It is important to review this information before making a booking.
What is the minimum period for which I can book a property?

The minimum booking period depends on the Host and the time of year. This information is available on each property's detail page. Our system will not accept bookings for fewer days than the minimum period. However, if the property has some days available that are shorter than the minimum stay, our system may accept a booking request for that period.
Can I book a property for a long-term stay?

Yes, many of our listed properties accommodate long-term stays for corporate clients or extended vacations. You can communicate your specific requirements to the Host through the messaging board or refer to the property details page for more information on long-term rental options. Alternatively you may also contact us for your requirements.
How far in advance can I book a property?

Our system accepts bookings up to three months from today's date. If you wish to book a property for a period beyond that, please contact us, and we may be able to assist you with the booking.
Are the prices per person or per property?

The prices listed on the site are per property and are based on the number of guests the property can comfortably accommodate. Additional charges may apply for extra guests, up to the maximum occupancy allowed by the Host.
Do you charge any commission on Bookings?

Yes, we do have a small commission on each booking. The specific charge depends on factors such as the type of property, length of stay, and time of year. You will be made aware of any charges at the time of booking, and we strive to be transparent about all fees and charges associated with your stay. Our commission allows us to continue providing our services and maintaining the quality of our listings. If you have any questions about our commission or fees, please don't hesitate to contact us.
Can I change my booking dates after payment and confirmation?

If you need to change your booking dates, you should contact the Host directly to confirm the availability of the new dates and notify us. Please be aware that any additional charges due to seasonal changes or other factors will apply to the new booking.
What is your refund policy?

Each property has a specific refund policy listed on its detail page. Please review the policy for the property you are interested in for more information.
How do I contact the Host before making a booking request?

You can contact the Host by clicking the "Contact Host" button located on the property detail page or search result page. Please note that all messages are manually reviewed by our Message Approval Team, and you are not allowed to include any contact information in the message.
How will I know if my booking request is Accepted or Declined by the Host?

Our system will automatically send you an email if the Host accepts or declines your booking request. If your request is accepted, you'll receive payment instructions along with other necessary instructions and/or details for your stay.
If your booking is declined, our system will notify you as well. In this case, you can opt to choose another property that better suits your preferences. If you encounter difficulties finding an alternative option, please don't hesitate to contact us for assistance. Our team will make every effort to help you find a suitable property for your stay.
What payment methods do you accept?

We accept Visa and MasterCard, Manager's Check/Pay Order, Draft, Cash, and Telegraphic Transfers. Personal or company checks are not accepted.
What happens after I make a full payment?

Once you've made a full payment, the status of your booking will change to ”Fully Paid" inside your control panel. You will then have access to a document called the “Information Sheet”, which includes all important information such as the Host's contact information, property address, security deposit and check-in details.
Make sure to print the sheet and follow all instructions provided.

Additionally, it is a good idea to contact the Host as soon as possible to let them know about your trip, ask any questions about the booking, or discuss any specific requirements you may have. This helps to ensure a smooth and enjoyable stay at the property.
What is the process for checking in, checking out, and handling the security deposit of a property?

The check-in and check-out process, as well as the handling of the security deposit, may differ for each property. Hosts typically provide this information on the property's detail page or in the booking confirmation email. In most cases, the Host or their representative will meet you at the property to hand over the keys, provide a brief orientation, and address any questions you may have. At this time, they may also collect the security deposit (Usually in Cash in US$ or AED) and provide details about the terms and conditions associated with it.

At the end of your stay, you will follow a similar procedure for check-out. The Host or their representative will inspect the property for any damages or issues. If everything is in order, they will return the security deposit in full, following the agreed-upon method, such as cash, bank transfer, or credit card refund.
What are the standard check-in and check-out times?

Typically, the standard check-in time is around 3 pm, while the check-out time is at 11 am. However, please note that these times may differ depending on the property, so it is important to verify them before submitting a booking request. The property Host or management team will be able to confirm the exact check-in and check-out times for the specific property you are interested in.
What should I do if I need to check-in early or check-out late from a property?

In the case of early check-in or late check-out requests, it is best to communicate directly with the property Host or management team. While some Hosts may allow for early check-in or late check-out, it is important to confirm availability and any associated fees or charges directly with the Host. Alternatively, guests can book the property for an additional day to guarantee access outside of standard check-in or check-out times.
The specific policies and procedures for early check-in and late check-out requests may vary depending on the property, so we recommend reviewing the property detail page or contacting the Host for further information.
How do I pay the Refundable Security/Breakage deposit?

The security deposit is paid directly to the Host, usually in cash in US$ or AED. We do not collect security deposits.
What documents do I need to bring for check-in?

You will need a valid passport and, if required, a valid visa for everyone in your party. For check-in at the property, present the original passport of all guests and provide a copy of the passport of the party leader (typically the person who made the booking). To expedite the check-in process, prepare the necessary copies in advance.

Please note that most properties do not have photocopy machines or are not near photocopy machines, so it is best to print and bring all required copies of documents in advance. Additionally, in some cases, the Host may ask for your information, including a copy of your documents, in advance to obtain permission from the building management for your arrival. This is to ensure a smooth check-in process and to comply with any building-specific regulations. Make sure to provide the requested information promptly to avoid any delays or issues upon arrival.

4. Landlords

What types of properties are eligible for listing on your website?

We accept a diverse range of residential properties across Dubai, including those located in Free Zones. However, it is essential that your property is registered with the DTCM and possesses all the required permits to operate as a holiday rental home in Dubai.
If you are a Holiday Home Operator registered with DTCM, we welcome you to list your property(s) with us.

If you are a Individual Property Owner who is not yet registered and considering offering your property as a holiday home through a managing company, we can assist you with that as well. Upon receiving your information, one of our representatives will contact you to discuss further details and guide you through the process, providing you with the necessary guidance and management services.
How do I list my property on your website?

To list your property with us, you have two options:

Option 1: Registered Holiday Home Rental Companies or Owners:
If you are a registered holiday home rental company or an individual owner registered with DTCM, you can directly list your property on our platform. Our team will first inspect your property and provide you with information on our process.

Option 2: Owners/Landlords Seeking Property Management:
For owners or landlords who want us to manage their properties, we will take over the property management on your behalf. This service will be provided by our sister company, which is licensed by the DTCM to manage holiday rentals in Dubai. They will handle the registration with the DTCM, manage bookings and complete management of your property.
What are the charges for listing my property on your website?

We do not charge any fees for listing your property on our website. We do however work on small commission, which means we only charge a percentage of the booking fees when a booking is confirmed and paid through our platform. The specific commission rates will be discussed and agreed upon with all holiday rental companies during the initial approval process.
Can I list just a single room in my property?

Unfortunately, we cannot accept listings for single rooms within a property, as this is against Dubai law. We only accommodate listings for entire properties that meet the legal requirements for operating as holiday rental homes in Dubai.

General

Do I have pay any other charges other than the mentioned in my booking?

Yes, You will need to pay Tourism Dirham Fee on arrival directly to the Host at the time of check in. In addition, there might be a REFUNDABLE security deposit that you will need to pay at the time of check in. This deposit is refunded to you at the time of check out after inspection of your property for any breakage or missing items.

The amount of Tourism Dirham Fee and Refundable Security deposit depends from property to property so please see details of each property where these charges are mentioned.
Can i ask for a discount ?

Usually all prices are fixed but You can contact the Host and ask for a discount.