Do
- Raise anything financial or contractual as a portal request, so there is a dated record on both sides.
- Check the statement in the portal before querying a payout figure — most queries are answered by the expense lines already itemised there.
- Quote your request reference number when you call or WhatsApp about an open item.
- Keep your registered email and mobile current, so portal notifications and access resets reach you.
Don’t
- Don't send maintenance instructions to individual staff members privately — they will not appear in your request history and cannot be tracked.
- Don't assume Owner Stay dates are held until the request shows as confirmed in the portal.
- Don't share your portal credentials with tenants, brokers or third parties; the portal exposes your financial data.
The owner portal is your direct line into how your property is performing and how it is being managed. It replaces email chains and message threads with a single record: every request you raise, every statement we issue and every charge applied to your unit sits in one place, timestamped and attributable. That matters when you need to reconcile a payout, evidence a cost, or show a figure to your accountant.
Use the portal for anything that needs a paper trail. Use the phone only when speed matters more than the record.
What the portal gives you
- Live occupancy and booking figures for your unit
- Monthly owner statements showing rent, income and deducted expenses
- Management fees and any pass-through costs charged during the period
- Owner Stay bookings and the associated cleaning fee, kept current in the portal
- Documents relating to your property, including DET (formerly DTCM) permit and compliance records
- The full history of your owner requests and their current status
How to log in and raise a request
- Open the owner portal using the link and credentials issued to you when your property was onboarded. If you do not have them, email info@deluxehomes.com from the address registered on your management agreement and ask for access to be reissued.
- Log in and confirm the property shown matches the unit you want to act on. If you own more than one unit, select the correct one before doing anything else — requests are logged against a specific property.
- Open the dashboard to see live figures for the selected unit: current and upcoming bookings, occupancy and income to date for the period.
- To raise a request, open the owner request section and select the request type that matches what you need — for example a maintenance instruction, a document copy, a statement query, or an Owner Stay booking.
- Describe the request in specific terms: what you want done, at which unit, and by when. For a maintenance item, state the room and the fault. Vague requests take longer because we have to come back to you before we can dispatch anyone.
- Attach any supporting files — invoices, photographs, correspondence — directly to the request rather than sending them separately. Anything attached to the request stays with the record.
- Submit. The portal assigns a reference number. Quote that reference in any follow-up, including on the phone.
- Track progress in the request list. The status updates as we action it, and our replies are recorded against the same reference.
Owner Stays and the cleaning fee
When you stay in your own property, the booking must be requested through the portal so the dates are blocked in the calendar before they can be sold. A cleaning fee applies to each Owner Stay, because the unit still has to be turned over to letting standard afterwards by our operations team.
The current Owner Stay cleaning fee is shown in the portal and kept up to date there. We publish it in the portal rather than in this article so that you are always looking at the rate in force, not a figure that has since changed.
Statements and payouts
Your monthly statement is published to the portal and covers the previous month's rent, income and expenses. Payouts are made on the 15th of each month, or the next working day where the 15th falls on a non-working day.
| What you are looking for | Where it lives |
| Monthly owner statement | Portal — statements section, by period |
| Management fees and deductions | Itemised on the monthly statement |
| Owner Stay cleaning fee rate | Portal — kept current |
| Booking and occupancy figures | Portal dashboard, live |
| DET (formerly DTCM) permit and property documents | Portal — documents section |
| Status of something you asked us to do | Portal — owner requests, by reference number |
If you cannot get in
- Confirm you are using the email address registered on your management agreement
- Reset your password through the portal before requesting help
- If the reset does not arrive, email info@deluxehomes.com or WhatsApp +971 (4) 392-0202 and state the property and the registered email
- For a new co-owner or a change of authorised contact, send the request in writing — we will not add portal access on a verbal instruction
The owner portal is at https://owners.deluxehomes.com/login. You sign in with the username and password we give you. There is no mobile app; the portal works in the web browser on a computer or a phone.
Each request you submit shows one of these statuses: Open, Pending, In Process, Completed or Cancelled.
As an owner you can book other Deluxe Holiday Homes properties and ask for a discounted rate. Tell your account manager; we pass the request to our Sales team, who agree any discount with you directly.