Do
- Tell us in advance if you intend to transfer, close or restructure any utility account for the property.
- Keep the DEWA security deposit in place for the duration of the management agreement.
- Forward any letter, SMS or email you receive directly from DEWA, the chiller provider or the building management the same day.
- Settle any arrears that pre-date our management before the first guest arrives.
Don’t
- Do not close or transfer the DEWA account mid-season without written notice to us.
- Do not cancel the internet line or a TV subscription on the assumption the property is empty — we may have a confirmed booking on the dates.
- Do not send a photograph of a screen or a cropped image where the account number or holder name is cut off.
Utility accounts for your property stay in your name. We operate them on your behalf — we monitor consumption, keep services connected for guests and deal with providers — but the registered account holder remains you, the owner. That is deliberate: the DEWA premise number, the district cooling account and the fixed internet line are all tied to the property and its title deed, and moving them into an operator's name would complicate any future sale, tenancy or permit renewal.
How each account is handled
| Service | Registered in | Who operates it day to day | How the cost reaches you |
| DEWA (electricity and water) | Your name | Deluxe Holiday Homes | Charged against your account and shown on your monthly statement |
| District cooling / chiller (where the building uses it) | Your name | Deluxe Holiday Homes | Charged against your account and shown on your monthly statement |
| Internet (fixed line or 5G router) | Your name | Deluxe Holiday Homes | Your cost, as with the other utilities |
| TV / streaming subscriptions in the unit | Your name; if there is none, we set one up in your name | Deluxe Holiday Homes | Charged against your account and shown on your monthly statement |
Anything charged to you appears in the monthly owner statement. Payouts are made on the 15th of each month, or the next working day if the 15th is a non-working day, covering the previous month's income and expenses. Your owner portal shows the same figures and is kept up to date.
Internet and Wi-Fi
Every property we manage is equipped with Wi-Fi, and it is complimentary for the guest — it is not an add-on we sell and not a line item you can opt out of, because holiday home guests treat it as standard and its absence drives cancellations and poor reviews.
- Newly onboarded properties may run on a 5G SIM router until the permanent fixed line is installed and activated.
- We do not guarantee a specific speed, although connections are high speed in general.
- Faults are logged and chased by our team with the provider; you do not need to call them yourself.
When a DEWA account has recently changed
If the DEWA account has just been transferred — you have bought the property, moved the account into your name, or replaced a previous account holder — we need documentary proof of the current account holder and number before we can operate the account and keep the property's DET (formerly DTCM) records straight.
- Complete the DEWA transfer or move-in so the account is active in your name.
- Produce one of two acceptable documents: a statement of account issued by DEWA, or a screenshot taken from inside your DEWA account showing the account profile.
- Check the document is legible and clearly shows both the account owner's name and the DEWA account number. A document missing either detail will be returned to you.
- Send it to info@deluxehomes.com, or by WhatsApp to +971 (4) 392-0202, quoting the building and unit number.
- Wait for our written confirmation that the account has been updated on our side.
What we need from you
Contact
Phone or WhatsApp +971 (4) 392-0202, or email info@deluxehomes.com. In an emergency — fire, flood, gas or an electrical hazard — contact the local emergency services first, then call us.