Reservation terms, privacy and staying safe from scams

Do

Verify any unexpected payment request by calling or WhatsApping us yourself on +971 (4) 392-0202, using that number, not one supplied in the message.
Check that emails come from a deluxehomes.com address — our contact address is info@deluxehomes.com.
Keep your booking confirmation; a genuine reservation is confirmed by an email or notice from us containing your booking details.
Tell us immediately if you have already paid a suspicious request, so we can help you act quickly.
Bring valid ID (Emirates ID or passport) and the payment card used for the booking to check-in.
Allow our staff or appointed contractors access to the property for inspections, repairs or maintenance.
Keep noise down, especially between 10:00 PM and 8:00 AM.
Pay for any damage, loss, missing items, lost keys or cards caused by you, your visitors or your authorised pets — this applies even where no security deposit was taken.

Don’t

Never read your credit card, debit card or gift card number aloud to anyone who phones you claiming to be from Deluxe Holiday Homes — we do not take card numbers over the phone.
Never pay for a stay, an extension or a security deposit with a gift card, gift card code, or voucher of any kind.
Never send money to a personal account or a payment link that arrives from an address or number you cannot verify.
Never assume a listing is ours because it uses our photos or logo — copied listings are the most common fraud.
Do not smoke indoors.
Do not host parties or unauthorised gatherings.
Do not sublet, assign or transfer the property to anyone not named on the reservation without our written approval.
Do not let visitors stay past 10:00 PM without prior approval — they may be treated as unauthorised occupants.

Two quick answers before the detail. We will never call you and ask for your credit card number or ask you to pay with a gift card — that is always a scam. And your card details are never stored on our systems; payments run through an encrypted gateway.

If you think you have been targeted, call or WhatsApp us on +971 (4) 392-0202. We answer 24/7. If you are in immediate danger, contact local emergency services first.

How to spot a scam

Fraudsters copy real listings, real photos and even our name. Here is what a genuine Deluxe Holiday Homes interaction never looks like.

If someone pressures you to pay right now or lose the property, stop. Urgency is the standard scam tactic. A real reservation with us does not evaporate in five minutes.

Who you are booking with

Your stay is operated by Deluxe Holiday Homes™ Rental LLC, licensed under DET (formerly DTCM) licence no. 734743. When you confirm a reservation — directly or through a platform — and when you click "I Agree" or proceed with payment, you accept our Reservation Terms & Conditions.

If you booked through a third party such as Airbnb or Booking.com, your agreement with that platform stays between you and them. Where the two conflict, our Terms prevail. Cancellation and refund eligibility for a partner booking is governed by that partner's own policy; for direct bookings, see the Refund Policy page on our website, which may be updated over time.

Terms of your stay

The property is rented for short-term holiday accommodation only. This does not create a tenancy under Dubai's residential tenancy laws.

Guests aged under 18 must be accompanied by an adult; 18 is the minimum age to stay without one. Parents and legal guardians are responsible for the supervision, safety and behaviour of minors at the property.

Excessive noise, indoor smoking, unauthorised parties, trespassing, illegal activity, insulting our team or community management staff, or any breach resulting in a community or authority fine can lead to forfeiture of the entire security deposit and immediate eviction of you and your visitors.

If a late check-out forces us to reschedule housekeeping or disrupts a back-to-back reservation, we reserve the right to forfeit the entire security deposit. Late check-out is subject to availability and must be confirmed in writing by us in advance; a charge of up to one full night may apply, decided case by case. The same applies to early check-in.

Money: rates, taxes and extensions

A reservation is confirmed only once all required fees are received — rent, security deposit where applicable, taxes and any other charges.
VAT of 5% applies to rent, fees and services under UAE law.
Tourism Dirham Fee (TDF) is levied for the first 30 consecutive nights from check-in, per DET (formerly DTCM) regulations. Renewing or extending a stay may reset the TDF charge.
The default currency is UAE Dirhams (AED). If you pay in another currency, our chosen exchange rate applies; refunds follow the prevailing rate and may differ from your original transaction.
Bank, remittance and conversion costs on foreign payments are yours to cover.
Extensions are at our discretion, subject to availability, and may be charged at the prevailing rate.
We accept USDT as a payment method.

If you leave before your agreed check-out date without our written approval, no prorated refund is issued and the full amount is charged.

Security deposit

A security deposit may be collected by card, bank transfer or cash. Where no claims arise, it is normally returned within 7 to 14 banking days after check-out, whatever the payment method. That window covers inspection of the property and assessment of any damage or missing items.

How you paid it	How it comes back
Credit card online	Refunded to the same credit card — usually the fastest route. Debit cards may not be eligible.
Bank transfer	We collect your banking details and refund the originating account.
Cash	We take your bank account details on departure and refund the account of the original payer or main guest.

We may deduct from the deposit for damage repair, missing items, lost keys or access cards, excessive cleaning, misconduct penalties, utility usage above AED 850 per bedroom per month, and any extra services or items you ordered during the stay. If valid claims exceed the deposit, you must pay the shortfall on request.

Exception. Guests booking through Airbnb and through Homes & Villas by Marriott International are not charged a security deposit. You are still fully liable for any damage, loss or penalties.

Left-behind belongings

We keep items left at the property for 14 days. After that, unclaimed items may be discarded or donated. Retrieval or shipping costs are yours.

We do not offer luggage storage, and there is no storage in the buildings. We can refer you to third-party storage companies. After check-out we are not responsible for your luggage.

What we are and are not responsible for

You are staying in a residential property, not a hotel, so service standards differ and response times can depend on third-party building management or security protocols.

We are not liable for lost or stolen items, injuries, or damage to your personal property during the stay.
Maintenance or housekeeping delays do not entitle you to a refund or discount.
If you deny our staff entry to resolve an issue, we are no longer responsible for that unresolved issue.
Neither side is liable for cancellations or changes caused by events beyond reasonable control, such as natural disasters or acts of war.
If we cancel your booking without just cause, you receive a full refund; no other claims are honoured.
You indemnify us against claims, losses or damages arising from your or your visitors' negligence, misconduct or breach of these Terms.

These Terms are governed by the laws of the Emirate of Dubai and applicable UAE federal law. Disputes are heard exclusively by Dubai's regular courts.

What data we collect about you

We collect what we need to run your booking, meet our legal obligations, and satisfy the building or community your property sits in. If you decline to provide it, we may not be able to host you.

Contact information — first and last name, phone, email, and details of other guests you name.
Payment information — card details and billing address, used to process payment.
Identity information — Emirates ID (GCC ID), passport or other proof of identity or age, for fraud prevention, legal compliance, and building or community association requirements.
Vehicle information — make, model and licence plate, where a property requires parking permits.
Ages of guests, where a property imposes a minimum age or needs it for check-in.
Anything you choose to tell us in calls, WhatsApp, email, reviews, forms or competition entries.
Information sent to us by a booking platform you used, and by service providers connected to your stay.
Site and device data — pages viewed, searches, booking activity including abandoned bookings, browser, operating system, IP address, device identifier and crash data.
Location data if you use our mobile site or applications.

We may obtain identity verification, background check, fraud alert or anti-money-laundering information from third-party providers, to the extent permitted by law. We do not deliberately collect sensitive data such as medical history, political views, union membership, religious beliefs, racial or ethnic origin or genetic data.

We use your data to deliver the stay you booked, answer your questions, provide customer service, process payments, detect and prevent fraud, improve our website and services, personalise what you see, and — where the law allows — send you marketing.

We share it only where we need to:

With local service providers such as maintenance technicians, contractors and housekeepers — typically your name, other guests' names and your phone or email.
With payment processors, access providers, and identity verification, risk and anti-money-laundering services, limited to what each needs and contractually bound to that purpose only.
With community associations, facility management, building security and government entities where they require guest details as a condition of the rental — this can include names and ages, phone number, address, government ID number and vehicle details.
With business partners offering additional services connected to your booking, such as concierge services.
With our sister companies, branches and subsidiaries providing technical, business, administrative and customer support.
With courts, law enforcement or authorised bodies in response to legal process, or to prevent harm and protect rights.
With vendors and platforms that provide us with software and services, and with our auditors.
In connection with a sale, merger, reorganisation or change of control of our business.
In aggregated, anonymised form that does not identify you.

Where permitted by law, we may hash your email address and share it with advertising publishers such as Facebook or Google for marketing. To stop this, email marketing@deluxehomes.com.

We do not sell your personal information to non-agent third parties, and we do not allow third-party behavioural tracking on our site.

How your data is protected

Card, debit card and bank details are not stored, sold, shared, rented or leased. Transactions run through a gateway provider and are not stored or processed on our servers.
Booking data, including payment details and address, is transmitted over an encrypted SSL connection.
Personal data sits behind secured networks, accessible only to a limited number of people with special access rights, who are required to keep it confidential.
We use industry-standard measures and monitor for security breaches, but no system can guarantee absolute security.

If a data breach occurs, we will notify affected users by email and by in-site notification within 7 business days, and comply with applicable notification laws. You retain the right to pursue legally enforceable remedies against data collectors and processors who fail to meet their obligations.

Your choices and rights

Email info@deluxehomes.com to exercise any of the following. We will ask you to verify your identity first.

Correct inaccurate or incomplete personal information.
Request a copy of the personal information we hold about you, in some jurisdictions.
Request deletion of some or all of your personal information, in some jurisdictions.
Object to, withdraw consent for, or limit how we use your information, in some jurisdictions.
Opt out of marketing — use the "unsubscribe" link in any marketing message, or email info@deluxehomes.com. Allow time for the change to process.
Opt out of us disclosing your information to third-party marketing partners, by emailing info@deluxehomes.com.

Exception. You cannot opt out of transaction-related messages — reservation confirmations, check-in details, review requests and similar — from us or from a third party such as a resort, because they are needed to deliver the service you booked.

We retain your data for as long as needed to perform our contract with you and to meet legal requirements. Even after deletion, portions may persist in aggregated, anonymised or tokenised form, and backup copies may remain in our systems for a period. If you delete an app account, we keep certain reservation and transaction records where the law or our legitimate interests require it.

Cookies

A cookie is a small text file placed in your browser so a website can recognise your browser or device. It is not spyware or a virus and gives us no access to your computer beyond what you choose to share. Session cookies disappear when you close your browser; persistent cookies stay until they expire or you delete them.

Essential cookies — needed to move around the site and use features such as saving and viewing favourites.
Analytics cookies — how visitors use the site, where they came from, number of visits, search terms and time on site, so we can improve.
Functionality cookies — remember your username, language, region and marketing preferences.
Targeting cookies — deliver advertising, track ad performance and enable relevant ads.

Most browsers accept cookies automatically. You can change your browser settings to delete existing cookies and refuse new ones — check your browser's Help menu, as each is slightly different, and note that mobile browsers manage this differently. If you disable cookies, parts of the site may not work correctly or at all, though you can still place orders. We may also use pixel tags, web beacons and similar standard internet technologies. We do not currently respond to Do Not Track browser signals; see www.allaboutdnt.org for background.

Children

Our sites and apps are not intended for children and we do not knowingly collect information from children under 18, nor do we market to children under 13.

If something looks wrong

Stop and do not pay anything further.
Call or WhatsApp us on +971 (4) 392-0202 — we are available 24/7 — or email info@deluxehomes.com.
Keep the message, email address, phone number or listing link so we can see exactly what you received.
If money has already left your account, contact your bank or card issuer straight away as well.
If you feel unsafe or are in immediate danger, contact local emergency services first, then tell us.

Our Privacy Policy and Terms & Conditions may change from time to time; updates take effect on the day they are posted. The Privacy Policy was last updated on 18 December 2023.

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