Do
- Respond to quotes promptly — every day a habitability fault stays unrepaired is a day the unit cannot be sold, or is sold at a discount.
- Reply in writing. A verbal 'go ahead' on a call is not an approval and we will ask you to confirm it by email or WhatsApp.
- Tell us in advance if you have your own preferred contractor, a warranty on an appliance, or a developer snagging period still running — we will use them instead of ours.
- Tell us if a defect is pre-existing or known, so we do not pay to diagnose something you already know about.
- Keep your contact details and a backup contact current with us, so approval requests reach you.
Don’t
- Do not send contractors to the property directly while a guest is in residence. Access is arranged through us — an unannounced visitor to an occupied unit is a security incident and a guaranteed bad review.
- Do not instruct our maintenance team to defer a safety, fire or compliance-related repair. We cannot let the property be occupied in an unsafe condition.
- Do not assume silence is approval. If you do not reply, works above the threshold do not start.
- Do not expect us to fund works above the threshold from our own funds pending your decision.
Your property earns only while it is functional and compliant. A broken air conditioner in July, a leaking water heater or a failed door lock will end a stay, trigger a refund, and damage the review score that drives your future occupancy. This policy sets out how faults are detected, who fixes them, and where the boundary sits between work we carry out on your behalf and work you must approve first.
How a fault reaches our maintenance team
Faults reach us through four routes. All of them land in the same place, so nothing depends on a guest remembering to tell the right person.
- Guest report — by phone, WhatsApp or message to our guest line, at any hour.
- Guest Relations Officer (GRO) — noted at check-in or during the stay.
- Housekeeping — reported at every turnover clean, when the unit is empty and easy to inspect.
- Scheduled inspection and preventive maintenance visits — routine checks of AC, plumbing, appliances and safety equipment.
Every report is logged as a job with the property, the reported fault, the date and the guest impact. That log is the record we and you both work from, and it is what supports any later claim against a guest deposit, a contractor or the building.
Priority levels
We triage by impact on habitability and safety, not by the order reports arrive.
| Priority | Examples | Our response |
| Emergency | Water ingress, electrical fault, gas smell, fire or security risk, total power or water loss, lock failure with a guest outside | Immediate attendance and immediate make-safe, regardless of cost. Building security and Owners Association are engaged where the source is outside your unit. |
| Urgent | AC failure, no hot water, blocked drain, fridge or washing machine failure, internet down | Attended within 24 hours |
| Routine | Cosmetic damage, minor fittings, slow drainage, worn items | Attended within 5 working days, usually scheduled into a vacant gap |
The approval threshold
To keep a property lettable we need to fix small faults on the spot. Waiting for a signature on a AED 150 tap washer while a guest is in the unit costs you more than the repair. So a value threshold applies.
Work with a total cost at or below the spend limit in your signed management agreement is carried out without asking you, and charged to your monthly statement with the invoice attached. Work above that figure is quoted to you and not started until you approve it in writing. The limit depends on the version of your agreement: AED 1,000 for an apartment and AED 2,000 for a villa or townhouse, or AED 500 under some agreements. These limits exclude VAT.
| Cost of works | What happens |
| At or below the threshold | We proceed immediately. Itemised on your next statement with supporting invoice. |
| Above the threshold | We send you the quotation with our recommendation through the owner portal, tell you by email, SMS or WhatsApp, and wait for your written approval. Approved costs are charged in the month the work is done, shown on your statement and offset against your payout — or you can pay directly if you say so when you approve. |
| Emergency make-safe | We proceed regardless of value, to stop damage and protect safety, then report to you afterwards. |
How larger works are quoted and approved
- We diagnose the fault and confirm the scope of work needed.
- We obtain quotes from our contractors, or from a building-approved contractor where the Owners Association requires one.
- We send you the quote(s) by email with a short note on cause, urgency, guest impact and our recommendation.
- You reply in writing — email to info@deluxehomes.com or WhatsApp to +971 (4) 392-0202 — approving, rejecting, or asking for an alternative.
- On your written approval we schedule the work, ideally into a vacant window, and confirm completion with photographs and the final invoice.
- The cost appears on your next monthly statement, net of your rental income.
If we cannot reach you
Occupied properties do not wait well. If a fault makes the unit uninhabitable or unsafe, and we cannot reach you, Operations may go ahead with the necessary works, depending on how serious it is. There is no fixed waiting period: an approval request in the owner portal gives you 12, 24, 48 or 72 hours depending on urgency, and for anything urgent Owner Support will call you directly. Whether a guest is moved or refunded is decided separately, case by case. The alternative is a guest relocation, a refund and a cancelled booking, all of which are charged against your income.
Who pays
Maintenance of the property and its contents is an owner cost. Damage caused by a guest is a different matter and is pursued separately.
- Wear and tear, ageing appliances, plumbing, electrical, AC servicing and general upkeep — your cost, charged to your statement.
- Guest-caused damage — assessed against the guest's security deposit and recovered where possible. Note that a security deposit is not held for every channel, so recovery is not guaranteed in all cases.
- Faults originating outside your unit — chilled water, common risers, building services — raised with the Owners Association or developer. Recovery from them depends on the building, and we cannot commit to their timescales.
- Guest consumables used at turnover — toiletries, soap, shampoo, paper towels, drinking water, garbage bags and welcome packs — are provided by us as part of our management services and are not charged to you.
Compliance-related works
Some maintenance is not optional. Smoke detectors, fire safety equipment, electrical safety and the general condition standards attached to holiday home permits are inspected, and a failure can put the permit at risk. Where a repair is required to keep the property compliant with DET (formerly DTCM) requirements or building regulations, we will treat it as urgent and carry it out.
Your records
- Every job logged with date, fault, action taken and cost.
- Photographs before and after for works above the threshold.
- Contractor invoices attached to your monthly statement.
- Maintenance history retained per property, so recurring faults are visible and can be dealt with at the root rather than repeatedly patched.
Your statements, invoices and job history are available in the owner portal. If anything on a statement is unclear, or you want to change your approval preferences or nominate a backup approver, contact us on +971 (4) 392-0202 or at info@deluxehomes.com.