Do
- Save +971 (4) 392-0202 to your phone before you travel — it works for calls and WhatsApp.
- Tell us in advance if you are arriving very late or very early, so we can plan the meeting.
- Test the access card on the building door and the lift before your GRO leaves.
Don’t
- Don't leave keys or access cards with a neighbour, a concierge or a delivery driver unless we have agreed it with you.
- Don't lend your building access card to anyone outside your booking.
- Don't attempt to have a key copied yourself — building access items are issued by the building and must come through us.
- Don't leave keys or cards inside the apartment when you head out for the last time; hand everything back as agreed at check-out.
In most of our properties you are met in person. A Guest Relations Officer (GRO) meets you at the property, walks you through the home and hands over the keys, access cards and any fobs you need. You do not need to collect anything from an office beforehand.
The night before your check-in, we send you detailed arrival instructions. They include the property details and the direct contact for the GRO who will meet you, so you always have a name and a number before you travel.
How arrival works
- Check your messages the night before check-in for the arrival instructions we send you, and save the GRO's contact details to your phone.
- Message or call your GRO when you know your arrival time, or if your flight shifts, so they can meet you at the right moment.
- Meet the GRO at the property. They will complete the check-in procedure with you.
- Take the handover: apartment key or smart lock access, building access card, parking fob and any other items for the home. Count them as they are handed to you.
- Ask the GRO to show you which card opens which door — lobby, lift, gym, pool and parking are often on the same card or on separate ones.
- Keep everything together in one place in the apartment so nothing is left behind on check-out.
If you arrive and no one is there
Call or WhatsApp +971 (4) 392-0202. The line is the fastest way to reach someone who can locate your GRO or arrange access. Do not wait it out at the door — call us straight away, at any hour.
Requesting an additional key, fob or access card
You can ask for an extra at any point during your stay — for example if your group is splitting up during the day, or if a card stops working.
- Call or WhatsApp +971 (4) 392-0202, or email info@deluxehomes.com.
- Tell us the property you are staying in, your check-in date, and exactly what you need — apartment key, building access card, lift or gym card, or parking fob.
- Our team raises the request with the building at the earliest opportunity.
- We confirm back to you when and how the extra item will reach you.
Lost or damaged access items
Let us know as soon as you realise something is missing, using the same number or email. The sooner we know, the sooner a replacement can be arranged with the building and the safer your home stays.
Contact us
| Channel | Detail |
| Phone / WhatsApp | +971 (4) 392-0202 |
| info@deluxehomes.com | |
| Emergency | Local emergency services first, then call us |
All of our holiday homes are operated in line with the requirements of DET (formerly DTCM), which is why your check-in is completed properly and your details are verified at handover.