Do
- Cancel in writing by email, every time.
- Use the email address registered on your booking.
- Keep our acknowledgement email — it fixes the effective cancellation date.
- Cancel through the partner platform if you booked through one.
- Send your waiver request in writing before your check-in date if you need to cancel a non-refundable rate.
- If a waiver is granted, rebook for the dates you now want as a new reservation.
Don’t
- Don't assume a phone call, WhatsApp message or a word to the team at check-in cancels your booking — only a written request does.
- Don't email us to cancel a Booking.com, Airbnb, VRBO or Marriott reservation; we cannot cancel it for you.
- Don't simply not turn up. A no-show is charged at the full value of the stay.
- Don't expect to change the dates of a non-refundable reservation — dates on these bookings cannot be modified.
- Don't rely on a waiver being approved when planning travel.
The cancellation policy that applies to you is the one attached to the booking you actually made. If you booked directly with us — website, phone, walk-in, or through our Sales team — our Refund Policy applies: https://www.deluxehomes.ae/refund-policy/. If you booked through a partner platform such as Booking.com, Airbnb, VRBO or Homes & Villas by Marriott International, that platform's policy governs your booking and you must cancel through them.
Your confirmation email and your booking page on the platform you used show the exact policy and any free-cancellation deadline for your reservation. Free cancellation deadlines are given in the property's time zone.
How to cancel a direct booking
- Send a written cancellation request by email to bookings@deluxehomes.com.
- Send it from the email address registered on the booking, so we can verify it is you.
- State clearly that you want to cancel, and include your booking reference, property name and check-in date.
- Wait for our written acknowledgement — the cancellation takes effect on the date we receive and acknowledge your request, not the date you decided to cancel.
For anything else, call or WhatsApp us on +971 (4) 392-0202 or email info@deluxehomes.com. In an emergency, contact local emergency services first.
General refund rules for direct bookings
| When we receive your written cancellation | Refund |
| 30 nights or more before check-in | Full refund |
| Less than 30 nights before check-in | Non-refundable — no refund |
| No-show | No refund; the full value of the stay is charged |
Flexible Refund Policy (limited window)
A more generous policy overrides the general rules above if your booking meets every one of these conditions:
- Booked on or after 14 April 2026 and before 6 May 2026
- Booked via our website or with our Sales team
- Check-in between 14 April 2026 and 30 June 2026
- Check-out on or before 30 September 2026
- Stay of 15 nights or more
If all of those apply, you may shorten your stay at any time with 24 hours' written notice and receive a full refund for all unused nights.
Non-refundable rates
A non-refundable rate means the full price of the stay is charged if you cancel, at any time. When managing your reservation you may have the option to request a free cancellation — this is a request to waive the cancellation cost, and it is not automatic.
Changes, amendments and rescheduling
Bookings are generally non-transferable to another person and non-amendable. We may allow a change at our discretion, subject to availability, and an administrative fee may apply. Ask us in writing before your check-in date.
If we cancel your booking
If we cancel for a reason that is not your fault — for example a double booking or a technical error — you are entitled to a full refund, or, if you agree, an alternative property of equal or higher value, subject to availability. There are no other liabilities on either side.
Force majeure
Neither you nor we are liable for a change or cancellation caused by events beyond our control — acts of God, terrorist activity, weather, strikes, lockouts, riots, acts of war, earthquake, volcanic activity, ash clouds, tsunamis, fire and explosions. We do our best to help guests affected by natural disasters, pandemics or government-imposed restrictions, but standard cancellation fees may still apply unless we waive them in writing.
Policies for partner bookings
If you booked through a platform, cancel there and follow that platform's process. These are the policies we run on each channel.
| Channel | Policy |
| Booking.com — Flexible 30 days | Free cancellation until 30 days before arrival. Cancel within the 30 days before arrival and 50% of the total price is charged. No-show is charged at the total price. Full amount is prepaid before arrival. |
| Booking.com — Non-refundable | The total price of the reservation is charged if you cancel at any time. Full amount is prepaid before arrival. |
| Airbnb — Strict Long Term (stays of 28 nights or more) | For a full refund, cancel within 48 hours of booking and at least 28 days before check-in. Cancel after that and you pay for all nights spent plus 30 additional nights. If fewer than 30 nights remain on the reservation when you cancel, you pay for all of those remaining nights. |
| Airbnb — invitation-only policy (selected listings) | Cancel at least 30 days before check-in for a 50% refund of all nights. Cancel after that and 100% of all nights is charged. |
| Homes & Villas by Marriott International | Grace period: free cancellation if you cancel within 48 hours of the reservation request AND the request was made at least 10 days before arrival. Otherwise: more than 30 days before arrival, 100% refund; 30 days or less before arrival, no refund. |
| VRBO | 100% refund if you cancel at least 30 days before check-in; 50% refund (minus the service fee) if you cancel at least 14 days before check-in; no refund under 14 days. |
Marriott payment schedule, for reference: if you book 30 days or less before arrival you pay 100% at the time of reservation; if you book more than 30 days before arrival you pay 50% at reservation and the remaining 50% is charged 30 days before arrival. If you pay with points, 100% is deducted at the time of reservation once the booking is verified within 48 hours.
How refunds are processed
- Once a refund is approved, we typically initiate payment within 10–14 banking days.
- How quickly it appears in your account then depends on your bank or payment provider.
- Refunds are returned to the original payment method.
- Any transaction or currency exchange fees are yours to bear.
Security deposit
Your security deposit is separate from the room rate and is fully refundable, subject to the standard process in the Reservation Terms & Conditions — meaning it can be reduced by deductions for damage, missing items or penalties. If cancellation charges are owed, we may hold the deposit against them.
What you agreed to when you booked
By making a reservation you confirmed that you have read and agreed to our Reservation Terms & Conditions, our Refund Policy and our House Rules, and that refunds — where they apply — are subject to the timeframes, deductions and conditions set out above. Our homes are operated as licensed holiday homes under DET (formerly DTCM) regulations, and the Refund Policy published on our website is the governing version and may be updated over time.