Do
- Read review-driven maintenance recommendations as commercial decisions, not cosmetic ones — an unresolved recurring complaint compounds into a lower score and a lower achievable rate.
- Approve remedial works promptly where we flag that a review theme is repeating.
- Tell your account manager if you want a specific review escalated for a platform response or removal request.
Don’t
- Do not contact a guest directly about a review. Guest communication runs through us so that the platform record stays consistent and any removal request remains credible.
- Do not post a public reply yourself on a channel we manage on your behalf.
Your account manager is your single point of contact for everything commercial and operational on your property: occupancy and rate decisions, guest reviews, maintenance approvals, and the monthly statement. This article sets out how performance is reported back to you, how to give feedback on the service you receive, and how to escalate when the day-to-day channel has not resolved something.
Your channels at a glance
| Purpose | Channel | Response |
| Day-to-day operational questions | Your account manager | Same working day where possible |
| Feedback on service quality | info@deluxehomes.com | Acknowledged, then routed to the relevant head of department |
| Formal complaint to management | info@deluxehomes.com | Reviewed and answered within 3 working days |
| Anything urgent by phone or WhatsApp | +971 (4) 392-0202 | Live |
Guest reviews and how they reach you
Guest reviews are the clearest external indicator of how your unit is performing: they drive ranking on the booking platforms, which drives visibility, occupancy and the rate you can hold. We therefore treat review scores as an operational metric on your property, not as a courtesy update.
- Reviews are published by the guest on the platform the booking came through, so a single property can carry separate scores across several channels.
- Scores that flag a physical fault — appliance, air conditioning, water pressure, noise — are converted into a maintenance job on your property.
- Scores that flag service — check-in, cleanliness, responsiveness — are handled internally with the team concerned.
- Guest reviews and scores are not part of the standard owner reporting and are not shown in the owner portal. Ask your account manager and we will share them with you.
Giving feedback on our service
We want to hear from you on the quality of the service, whether the comment is positive or critical. Feedback is read by management and used to correct process, not simply filed with your account manager.
- Email your feedback to info@deluxehomes.com.
- State the property or unit number so it can be tied to the correct file.
- Give dates and, where relevant, the booking or job reference.
- Say what outcome you expect — a correction, an explanation, or simply a record.
Feedback sent this way is separate from a formal complaint. If you want it treated as a complaint with a fixed response deadline, say so in the subject line.
Raising a complaint with management
Use this route when a matter has not been resolved through your account manager, or when the subject of the complaint is the account manager or the service itself. It goes to management for review rather than back to the team that handled the original issue.
- Send an email to info@deluxehomes.com with "Complaint" in the subject line.
- Identify the property and, if applicable, the booking, invoice or maintenance reference.
- Set out the sequence of events with dates.
- Attach supporting evidence — photographs, statements, correspondence.
- State the resolution you are seeking.
- We review the file and come back to you within 3 working days.
- Property address or unit reference
- Dates and times of the events complained of
- Booking, invoice or job reference numbers
- Names of anyone you have already dealt with
- Photographs, documents or message screenshots
- The outcome you want
A complaint submitted with references and evidence attached is normally closed inside the three working days. One submitted without them is not — the clock effectively restarts once we have obtained the missing detail, so it is in your interest to send the full file first time.
What escalation does not cover
- Emergencies. Call the local emergency services first, then +971 (4) 392-0202.
- Anything requiring an immediate operational decision while a guest is in the property — call or WhatsApp +971 (4) 392-0202 rather than emailing.
- Matters governed by your management agreement, such as termination or fee terms. Raise these with your account manager, who will route them to the contracting team.