Do
- Check your available balance and pending transactions before assuming you have been charged twice.
- Contact us on +971 (4) 392-0202 (call or WhatsApp) or info@deluxehomes.com if you cannot tell whether an amount is a hold or a charge.
- Ask your card provider how long they keep holds on their side — the duration varies by bank.
Don’t
- Do not dispute a pending amount with your bank before checking with us — a dispute can delay the release.
- Do not assume a hold has been charged just because your available balance has dropped.
- Do not send full card numbers, CVV codes or card photos by WhatsApp, email or chat — always use the secure link we send you.
Yes — a security deposit applies to your stay unless you booked through Airbnb or Homes & Villas by Marriott International. The amount is calculated from the type of property you chose and the length of your stay, and in most cases it is held on your card rather than charged. If nothing is owed after check-out, the hold is released back to you.
When a security deposit applies
All bookings require a security deposit, regardless of where you booked — our website, a travel agency, a corporate partner or another booking platform.
The deposit amount is not fixed. It is set per booking, based on the property type and how long you are staying, and it is shown to you before you pay.
Pre-authorisation vs a real charge
A pre-authorisation is a temporary hold. The money is set aside on your card so it cannot be spent elsewhere, but it has not left your account. A real charge is a completed transaction — the money is taken and debited from your available balance straight away, the way an in-store purchase works.
| Pre-authorisation (hold) | Real charge |
| Temporary — reserved, not taken | Completed — money leaves your account |
| Reduces your available balance | Reduces your available balance and your statement total |
| Usually shows as a "Pending Transaction" | Shows as a settled transaction |
| Released when no charges apply | Reversed only by a refund |
Pre-authorisations are completely normal for hotel and holiday home stays, and they are often mistaken for real costs. If in doubt, check the wording on your statement — pending is a hold, settled is a charge.
How you will know your card has been pre-authorised
- The amount is temporarily deducted from your available balance.
- Your credit card account summary may show it under "Pending Transactions".
- Both Deluxe Holiday Homes and your card provider can confirm whether a hold was placed, if you are unsure.
How and when holds are released
If there are no charges after check-out, the held amount is released back to you. Where a refund is due, we credit the same payment method you used to make the reservation as soon as the cancellation or release is processed on our side.
Why we ask for card details
- To guarantee your booking.
- To take payment for the stay, which is usually charged to the same card at the time of booking.
- To place the security deposit hold.
If no charges apply after check-out, the deposit is returned to you.
If your card is no longer valid
If the card you booked with has expired, been replaced or been cancelled, tell us before arrival so the deposit hold does not fail.
- Call or WhatsApp our Reservations team on +971 (4) 392-0202, or email info@deluxehomes.com.
- Tell them your booking reference and that the card on file is no longer valid.
- We resend the secure payment link to you.
- Complete the payment or authorisation using your new card through that link.
If damage or extra charges apply
Where charges do apply after check-out, they are taken from the security deposit and the remainder is released. 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, and the rest of the deposit is released at the same time. If a valid claim exceeds the deposit, you pay the balance.
Good to know
All our properties are licensed holiday homes under DET (formerly DTCM), and payment and deposit handling follows the terms shown to you at the time of booking. If you booked through another platform or a travel partner, that partner's own payment and cancellation terms may also apply to your reservation.
Need help
- Phone or WhatsApp: +971 (4) 392-0202
- Email: info@deluxehomes.com
- In an emergency, contact local emergency services first, then let us know.