Do
- Report the issue as soon as you notice it, by call or WhatsApp on +971 (4) 392-0202.
- Send a photo or short video of the problem — it lets us send the right technician the first time.
- Tell your Guest Relations Officer directly if the problem is visible when they're still with you at the property.
- Say clearly whether the home is usable in the meantime, so we can prioritise correctly.
- Give our team access to the home at the agreed time so the repair can actually be completed.
- Raise the issue while you are still in the property, so it can be verified.
- Keep your photos and messages — they form the record the assessment is based on.
- Allow us a reasonable opportunity to fix the problem before compensation is considered.
Don’t
- Don't wait until check-out to mention something that went wrong on day one.
- Don't attempt your own repairs, or arrange your own contractor or cleaner — we won't reimburse costs you incur on your own.
- Don't hide accidental damage. Telling us is far better than us finding it later.
- Don't post the problem on social media or a review platform as your first step — give us the chance to fix it.
- Don't expect compensation for an issue we were never told about during the stay.
- Don't deduct amounts yourself from a payment or deposit — any adjustment is confirmed by us in writing.
Tell us straight away. Call or WhatsApp Guest Support on +971 (4) 392-0202, or email info@deluxehomes.com. The line is answered 24/7, so it doesn't matter if it's the middle of the night — a problem reported now is a problem we can fix now.
The rule
Every issue — a fault, a missing item, damage you caused, or belongings left behind — must be reported to Guest Support at the time you become aware of it. Reporting late limits what we can do about it, and unreported problems cannot be assessed for compensation afterwards.
Before you check in
If something comes up before arrival — a question about your booking, a change of plan, a concern about the property — contact our reservations team on +971 (4) 392-0202. They're available 24/7.
A problem when you walk in
- If a Guest Relations Officer is showing you the property, point it out to them there and then — they can arrange care of most issues on the spot.
- If you completed a self check-in, call or WhatsApp +971 (4) 392-0202.
- Send photos of anything you find so it's recorded from the start of your stay.
- Wait for our confirmation of what happens next before making any other arrangements.
Reporting on arrival also protects you: anything logged at that moment is on record as pre-existing and is not attributed to you.
Maintenance during your stay
Plumbing, air conditioning, appliances that won't switch on, electrics, or a cleaning issue — call or WhatsApp Guest Support and we'll arrange assistance as soon as possible.
| What you're reporting | What to send us |
| Maintenance fault | Photo or video, plus which room |
| Cleaning issue | Photo of the area concerned |
| Missing furniture or item shown in the listing | Photo or video of the space where it should be |
| Accidental damage | Photo of the damage and a short description of what happened |
| Items left by a previous guest | Photo, and where you found them |
Missing furniture or items
If something that was displayed or described on the property's listing page isn't there, send a photo or video to Guest Support on WhatsApp +971 (4) 392-0202. The team will assign a technician to resolve it at the earliest opportunity.
Accidental damage
Accidents happen. Report the damage to Guest Support immediately and we will work with you to resolve it. Being upfront keeps the conversation simple and lets us repair or replace quickly, often before it affects anyone else.
Where a security deposit was taken for your booking, the cost of any confirmed damage is assessed against it. Any deduction is itemised to you in writing — the item, the inspection photo and the amount — within the 7 to 14 banking days release window. Where no deposit was taken (Airbnb and Marriott bookings), you receive the same itemised quote to settle directly or through the platform's damage process. If a valid claim exceeds the deposit, you pay the balance.
Lost property and items left behind
Found something a previous guest left in the property? Call or WhatsApp +971 (4) 392-0202 and the team will check it and record a lost and found report.
Left something of your own behind? Contact Guest Support with a description of the item and the date you checked out, and we'll check.
Compensation for unexpected inconvenience
If you hit a problem during your stay that you can't resolve, notify Guest Support on +971 (4) 392-0202 (call or WhatsApp). The team will investigate your request and provide compensation if required. Compensation is assessed case by case, based on what happened, how much of your stay was affected, and how quickly it was reported to us.
Refunds, where they apply, follow the Refund Policy published on our website. If you booked through a partner or online travel platform, that partner's own policy governs your booking.
Problems with your return trip booking
If you run into an availability concern or a booking error with a return stay, contact us on +971 (4) 392-0202 or info@deluxehomes.com and we'll work to resolve it as quickly as possible.
Reach us
- Phone and WhatsApp: +971 (4) 392-0202 — 24/7
- Email: info@deluxehomes.com
- Emergency: contact local emergency services first, then call us
All our holiday homes are operated under DET (formerly DTCM) regulations, and every reported issue is logged against your booking.