Do
- Route anything a guest raises with you straight to us on +971 (4) 392-0202 or info@deluxehomes.com.
- Tell us in advance if a neighbour, building manager or your own contractor is likely to approach the unit during a stay.
- Use the owner portal and your monthly reporting to track occupancy and arrivals rather than contacting guests.
Don’t
- Do not contact a guest directly, before, during or after their stay.
- Do not attend the property or enter the unit while it is occupied without arranging access through us.
- Do not agree early check-in, late check-out or any fee waiver with a guest — only the operator can confirm these, and only in writing.
- Do not accept or hold guest luggage at any point.
Every arrival at your property is a regulated event, not just a key handover. Below is exactly who attends, what gets recorded, how long the turnaround takes and why guest communication is centralised with our team.
Who meets your guests
A Guest Relations Officer (GRO) meeting the guest in person is the norm across our portfolio. The GRO attends the unit, hands over the keys, confirms the property is clean and ready, and walks the guest through the terms of stay and the building's internal rules.
The in-person handover also covers the practical orientation that prevents avoidable call-outs to your property later in the stay:
- Intercom and door buzzer operation
- Air conditioning and heating controls
- Key appliances in the kitchen and laundry
- Location of the electrical distribution box
- Location of the garbage bins or chutes
- Where spare pillows and towels are kept
- Gym and shared facility access
- Parking spot location and access
Registration and ID verification
Your unit is licensed as a holiday home by DET (formerly DTCM), and every guest who stays in it must be registered. This is a licence condition, and non-compliance sits against the permit attached to your property.
| Requirement | How we handle it |
| All guests registered in the Holiday Home System | Every guest in the party is entered, not just the lead booker |
| Check-in and check-out recorded within 3 hours | Our team files the record in the Holiday Home System within a maximum of three hours of the guest entering the holiday home |
| Passport / ID inspection by building management | Building management may view or copy guest passport photos or identity documents, but only at the time guests are received and check-in has been completed |
| Terms and house rules communicated | Delivered by the GRO at handover, alongside the building's internal rules |
If building management raises an issue at the door
If a dispute arises between building management and the operator at the point of arrival, the guest must still be admitted to the unit without delay. The dispute is then resolved separately, directly with building management or by complaint to DET (formerly DTCM). Your guest is never left standing in the lobby while a building matter is argued out.
If the unit is not fit to occupy on arrival
If a guest arrives and finds major damage that prevents the stay — for example a failed air conditioning system, a water leak or comparable damage — we must provide an alternative unit of the same standard, size and guest occupancy at no additional charge to the guest.
This is the commercial reason we insist on preventative maintenance access and on our own pre-arrival checks. A unit that fails on arrival costs a relocation, not just a repair.
The turnaround between departure and arrival
Check-out is also attended in person. The team confirms the guest's stay went well, resolves any outstanding issue and inspects the unit for damage before the next booking is released. That inspection is what protects your security deposit claims and your inventory.
The window between one guest leaving and the next arriving is used for departure inspection, full cleaning and linen change, restocking, and any snagging identified at inspection.
| Item | Position |
| Standard check-in time | From 3:00 PM (owner stays follow the same times) |
| Standard check-out time | By 11:00 AM (owner stays follow the same times) |
| Early check-in | Subject to availability, case by case. Requires written confirmation from the operator. A charge of up to a full night may apply. |
| Late check-out | Subject to availability, case by case. Requires written confirmation from the operator. A charge of up to a full night may apply. |
| Luggage storage | Not offered. There is no storage in the buildings. We may refer a third-party storage company. |
Why owners do not contact guests directly
Our team is reachable to the guest for the entire duration of the stay and proactively checks in on their wellbeing. Every request, from a genuine fault to a trivial question, is logged and handled by us. That single channel exists for concrete reasons:
- Compliance: the operator named on the licence is the party required to receive the guest, register the stay and hold the guest record. Parallel contact undermines that chain.
- Liability: commitments made to a guest outside our system — a discount, an early entry, a repair promise — still bind the booking and may conflict with the platform or partner terms the reservation was made under.
- Consistency: guests who receive two different answers escalate, and escalations become review damage and refund claims against your revenue.
- Data protection: guest identity documents and contact details are held for licensing purposes and are not circulated outside the operating team.
- Commercial protection: direct contact invites off-platform rebooking attempts, which void platform protections and any deposit or damage cover attached to the stay.
Contact
- Phone / WhatsApp: +971 (4) 392-0202
- Email: info@deluxehomes.com