Do
- Release a hold as soon as your client declines, so the unit can be resold.
- Re-request the rate if the hold has lapsed — the price may have moved.
- Keep all quote and hold correspondence in one thread per client, so the reference is traceable.
Don’t
- Do not advertise a held unit as "confirmed" or take non-refundable payment from the client before you have our booking confirmation.
- Do not hold multiple units for the same client and the same dates as a shortlist without telling us it is a shortlist.
- Do not publish our unit photography, addresses or building names on public listing sites without our written approval.
- Do not promise early check-in, late check-out, extra beds or unit-specific requests as part of the quote — those are handled separately and require written confirmation from our operations team.
This article covers the commercial sequence you follow when a client asks you for a Deluxe Holiday Homes unit: how to send an availability request, what you get back, how net and gross quotes differ, and how long we will hold a unit before it goes back on sale.
Before you send an enquiry
Availability and rates are only released to partners with an active partner agreement on file. If your agreement or partner reference number is not in place yet, we will treat your enquiry as a direct booking request and standard public rates will apply.
- Your partner reference number, quoted on every enquiry
- Exact check-in and check-out dates
- Number of adults and children, and the age of any child under 12
- Unit type or specific building/property code if the client has already chosen one
- Budget ceiling or rate band, if the client has given you one
- Whether you are quoting the client net (you mark up) or gross (we publish, you are commissioned)
How to request availability and a quote
- Send your request to partners@deluxehomes.com, or by WhatsApp to +971 (4) 392-0202, with the checklist items above. One enquiry per client stay — do not bundle several unrelated clients into one message.
- State clearly whether you need a NET rate (your commission is inside your own mark-up) or a GROSS rate (client-facing price, your commission is settled with us afterwards). If you do not state it, we will issue a net rate.
- Wait for our written response. We reply within 2 hours during business hours, and within 4 hours outside business hours and at weekends.
- Check the quote: it will confirm the exact unit or unit type, the dates, the total for the stay, what is included, the security deposit position, and the expiry time of the quote.
- Present the quote to your client. If you are quoting gross, present our figure unchanged — do not add or remove line items.
- If the client wants to proceed, reply to the same email or WhatsApp thread and ask us to place a hold on the unit (see below).
- Once the client has confirmed, send us the guest's full name as per passport, contact number, email, and arrival details so we can convert the hold into a confirmed booking and issue the booking confirmation.
Net versus gross quotes
| Net quote | Gross quote | |
| What we send you | Our net rate for the stay | The client-facing selling price |
| Who sets the client price | You do, by adding your mark-up | We do; you sell at that price |
| How you are paid | Your margin sits inside the price you charge the client | Commission settled with us after the stay — by bank transfer on the monthly payout cycle |
| Who invoices the client | You | We do — the guest pays us directly |
Commission rates, applicable taxes and any VAT treatment are set in your partner agreement: 10% of net accommodation revenue on commissionable (gross) bookings, excluding VAT and the Tourism Dirham, with the commission itself stated exclusive of VAT; partners who invoice their own client work on net rates instead, add their own mark-up and are paid no commission.
What a quote always includes
- Total accommodation charge for the exact dates quoted
- Tourism-related fees: the Tourism Dirham Fee (AED 10 per bedroom per night, for the first 30 nights of a stay) is shown as a separate line and collected from the guest at check-in — it is not inside the quoted total
- Cleaning and linen as per the standard stay inclusions
- Complimentary Wi-Fi in the unit (no speed guarantee; a new property may temporarily run a 5G router until the permanent line is installed)
- A parking spot — all our properties come with one, usually in the building's underground car park
- The security deposit amount and how it is taken
Holding a unit while your client decides
A hold takes the unit off sale on our side. It is a commercial commitment from us, so we ask you to treat it as one.
- Ask for the hold in writing, quoting the unit, the dates and your partner reference.
- We confirm the hold in writing with an expiry date and time. A hold is not in place until you have that confirmation.
- Standard hold duration is 48 hours from our written hold confirmation.
- If the client needs longer, request an extension before the hold expires. Extensions are at our discretion and are not automatic.
- When the hold expires without a confirmed booking, the unit returns to general sale immediately and the quoted rate lapses.
Points to flag to your client at quote stage
- A security deposit is charged on all bookings, and it is shown on the quote. Airbnb bookings are the exception.
- Check-in is met in person by our Guest Relations Officer as standard. Self check-in is only available in limited properties and cases, and only where the guest has completed online self-identification (ID and liveness check).
- Early check-in and late check-out are subject to availability, need written confirmation from our operator, and a charge of up to one full night may apply. They are decided case by case and cannot be pre-sold.
- The minimum age to stay without an accompanying adult is 18. Minors accompanied by an adult are welcome.
- We do not offer luggage storage, and there is no storage in the buildings. We can refer third-party storage companies. After check-out we are not responsible for guest luggage.
- Every unit is licensed with DET (formerly DTCM), and the lead guest's ID details must be provided before arrival.
Cancellation and refunds
Bookings made through you as a partner are governed by your own cancellation and refund policy towards your client, and by the terms of your partner agreement towards us. Bookings placed directly with us follow the Refund Policy published on our website, which may change over time. Make sure the policy you quote to the client is the one that will actually apply to their booking.
Payment
Accepted settlement methods, deadlines and any prepayment requirement are set in your partner agreement: bank transfer, card (Visa, Mastercard and American Express) or USDT, in AED with no card surcharge; a 30% prepayment confirms the booking and the balance is due 14 days before arrival, while corporate accounts on invoice follow their agreement. For guest-side direct payments we also accept USDT.
Contact
- Phone / WhatsApp: +971 (4) 392-0202
- Email: partners@deluxehomes.com
- In an emergency, contact local emergency services first, then notify us.