Placing, amending and cancelling partner bookings

This article covers bookings you originate on behalf of your own client — a leisure guest, a corporate traveller or a relocating tenant — and send to us for confirmation. It applies to travel agencies, concierge services, travel and corporate partners, and real estate brokers working under a partner agreement with Deluxe Holiday Homes.

If your booking reaches us through an OTA or channel connection rather than direct, the OTA's own booking, amendment and cancellation rules govern the reservation, not this article.

Before you request a booking

Every partner booking is confirmed against live availability and a rate we quote to you at the time of request. Nothing is held until we issue a written confirmation.

• An active partner agreement with us and your partner reference on file
• Exact property or a clear brief (bedrooms, area, budget, guest profile) if you want us to propose options
• Arrival and departure dates, and the number of adults and children
• The commercial basis of the booking — gross (the guest pays us directly, we issue the client invoice and pay you commission after the stay) or net (you invoice your client and settle our invoice by the due date on the confirmation)
• Your commission basis for this booking type — 10% of net accommodation revenue on commissionable (gross) bookings, excluding VAT and the Tourism Dirham, with the commission itself stated exclusive of VAT; none on net-rate bookings, where your margin is your mark-up

Guest data we require

We are a licensed holiday homes operator and must register every stay with DET (formerly DTCM) and comply with UAE guest registration requirements. We cannot confirm a booking without the lead guest's details, and we cannot check anyone in without valid ID for each occupant.

• Lead guest full name exactly as it appears on their passport or Emirates ID
• Nationality and passport or Emirates ID number
• Mobile number and email address for the lead guest — we contact the guest directly for arrival coordination
• Full names of all occupants and the number of adults and children
• Estimated arrival time and flight number where known

How to place a booking

1. Send your request to partners@deluxehomes.com or by WhatsApp to +971 (4) 392-0202, quoting your partner reference, the property or brief, the dates and the guest count.
2. Receive our availability and rate confirmation. Treat the quoted rate as valid only for the period stated in our reply — 48 hours unless the reply says otherwise.
3. Return the full guest data set listed above, plus any special requirements (accessibility, cot, additional parking, extra-early arrival).
4. Confirm the payment route — guest pays us directly, or the booking is invoiced to you.
5. Wait for our written booking confirmation. The reservation exists only once you hold that confirmation with a booking reference.
6. Pass the booking reference to your guest and tell them our team will contact them before arrival to coordinate check-in.
7. Check that any deposit or prepayment required has been settled by the due date stated on the confirmation — a 30% prepayment confirms the booking and the balance is due 14 days before arrival.

What your guest should expect on arrival

So you can brief your client accurately, the standard arrival experience is as follows.

• Check-in is handled in person by a Guest Relations Officer who meets the guest at the property. Self check-in is available only in a limited number of properties and cases, and only where the guest has completed online self-identification (ID upload plus liveness check).
• Every occupant presents original photo ID at check-in.
• A refundable security deposit is taken from the guest on arrival, normally as a card hold, and released 7 to 14 banking days after the check-out inspection; the amount is set per booking from the property type and length of stay.
• Wi-Fi is included and complimentary. New properties may temporarily run a 5G router until the permanent line is installed; we do not guarantee a specific speed.
• A parking space is included at effectively all properties, usually in the building's underground car park. A very small number of properties have no space or an off-site space — we will flag this before you confirm.
• Early check-in and late check-out are subject to availability, must be confirmed in writing by our operations team, and may attract a charge of up to a full night. Each request is assessed case by case.
• We do not offer luggage storage and there is no storage in the buildings. We can refer third-party storage providers. After check-out we are not responsible for guest luggage.

Amending a confirmed booking

An amendment is any change to dates, property, occupancy, lead guest identity or rate. Send all amendment requests in writing to partners@deluxehomes.com quoting the booking reference — a verbal or in-passing request is not an amendment.

1. Email the change request with the booking reference, the current details and the requested details.
2. We check availability and re-price. Date changes are re-quoted at the rate applicable to the new dates, which may be higher or lower than the original.
3. We reply with the revised rate. There is no administrative fee — a date change is simply re-priced at the rate for the new dates, which may be higher or lower than the original.
4. You confirm acceptance in writing on behalf of your client.
5. We reissue the booking confirmation. The reissued confirmation supersedes the original in full.

Cancellations

Cancellations must be submitted in writing with the booking reference. The effective cancellation time is the time we receive your written notice, not the time you were instructed by your client.

Which cancellation terms apply depends on how the booking reached us:

1. Email partners@deluxehomes.com with the booking reference and the words "cancellation request", or send it by WhatsApp to +971 (4) 392-0202 and follow up in writing.
2. We acknowledge receipt and confirm the cancellation timestamp.
3. We apply the cancellation terms shown on the booking confirmation and calculate any charge or refund due.
4. We issue a cancellation confirmation setting out the amount retained and the amount refundable.
5. Any refund is processed to the original payment method within 14 banking days of the cancellation confirmation; on partner-invoiced bookings the refund is issued as a credit note against your invoice and settled or offset on your next statement.

Refunds

Refunds follow the Refund Policy published on our website, which is the authoritative version and may be updated from time to time. Where a booking was made through a partner or OTA, that partner's own refund policy governs it.

• The security deposit is separate from the room charge and is released to the guest after check-out, subject to inspection.
• No commission is payable on cancelled or no-show bookings, or on cancellation charges we retain. Commission already paid on a booking that is later reversed is deducted from your next statement.
• No-shows are not refundable unless your booking confirmation states otherwise.

Escalation and contact

For all booking, amendment and cancellation traffic, use partners@deluxehomes.com and copy your usual account contact. For time-critical issues during a stay — arrival problems, access failures, a guest unable to check in — call or WhatsApp +971 (4) 392-0202.