Do
- Pull content fresh each time you build a proposal, rather than reusing a deck from last season.
- Check the amenity record before you answer a client question about parking, Wi-Fi, kitchen equipment or building facilities.
- Tell us when you spot content that is wrong, missing or contradicts what a guest found on arrival.
- Ask your account manager for a written confirmation whenever a client requires something outside the standard inclusions.
- Use the supplied images unaltered, other than cropping to your template format.
- Credit or attribute where your platform requires it.
- Remove images from your channels when a property leaves our inventory or when we ask you to.
Don’t
- Do not advertise self check-in as a general feature of our inventory.
- Do not tell a guest they will receive a lockbox or door code unless the booking has been confirmed as self check-in and the identification step is complete.
- Do not publish the unit number in any public listing, social post or open proposal.
- Do not give the unit number to a client before the booking is confirmed and paid, even if they say they want to walk past the building.
- Do not pass building access details, fob or code information to anyone who is not a named guest on the booking.
- Do not attempt to contact the property owner or the building management directly on a guest matter — route it through us.
- Do not edit, filter, composite or add graphics that change what the property looks like.
- Do not re-shoot the interior on a guest stay or a viewing and use those images commercially.
- Do not use our photography for a property you are marketing outside your arrangement with us.
- Do not use our name, logo or the property content in a way that implies you operate the property.
This article covers how you obtain property content from us, how often it changes, and what you are and are not permitted to disclose to your clients. It applies to all partner types: travel agencies, concierge services, travel and corporate partners, and real estate brokers.
The short version
- Use only content we have supplied to you. Do not build your own descriptions from a site visit, a previous booking or a third-party listing.
- Photography, floor plans and amenity data are licensed to you for the purpose of marketing our inventory, not assigned to you.
- Exact building name and unit number are released to the guest at confirmation stage, not at enquiry stage.
- Rates you quote must come from the rate we have given you for that specific stay, dates and occupancy.
- If a client asks something the content does not answer, ask us rather than infer.
Where to get current inventory and content
There is a single authoritative source per content type. Anything circulating outside these channels — an old PDF, a screenshot in a chat thread, a listing on a third-party site — should be treated as out of date.
| Content type | Source | Typical refresh |
| Unit descriptions and layouts | From your account contact at partners@deluxehomes.com | Refreshed quarterly |
| Professional photography | Media pack of high-resolution JPEGs, sent as a download link by your account contact | Updated after each refurbishment or restyling |
| Amenity and inclusion data | Same record as the unit description | Updated when the building or unit changes |
| Availability and rates | Your account manager or the rate request channel | Live — always re-confirm before quoting |
| Building addresses and access notes | Released with the booking confirmation | Per booking |
What the amenity data does and does not promise
Some facts are stable across the portfolio and you can state them confidently. Others are unit-specific and must be checked against the individual record before you put them in writing to a client.
Stable across the portfolio:
- Wi-Fi is installed in all properties and is complimentary for the guest. Recently onboarded properties may temporarily run on a 5G SIM router until the permanent line is installed. Speed is generally high but is not guaranteed — do not quote a speed figure to a client.
- A parking spot is provided with the property, in almost all cases underground and allocated by the building.
- The minimum age to stay without an accompanying adult is 18. Minors accompanied by an adult are welcome.
Unit-specific and must be checked every time:
- Bed configuration, sofa beds and maximum occupancy
- Building facilities (pool, gym, access hours, seasonal closures)
- View, floor band and balcony
- Whether the property is on self check-in or Guest Relations Officer (GRO) meet-and-greet
- Kitchen and laundry equipment
- Pet policy and any building-imposed restriction
Check-in method — how to describe it
Meet-and-greet by a Guest Relations Officer is the norm across the portfolio. Self check-in is offered only in a limited set of properties and cases, and only where the guest has completed online self-identification (ID upload plus liveness check).
Disclosing the building name and unit number
Building identity is released in stages. This protects the owner, keeps our inventory from being cross-shopped, and prevents guests arriving at a unit that has been reallocated.
| Stage | What you may disclose |
| Enquiry / proposal | Area or community, building tier or type, view description, distances to landmarks, unit layout and photography |
| Held / provisional | As above, plus the building name if we have released it to you in writing for that specific booking |
| Confirmed booking | Full building name, address and unit number, as issued on the confirmation |
| Pre-arrival | Access instructions and GRO contact, as issued by us |
Pricing and what you may quote
Rates are dynamic and vary by season, event calendar, length of stay and occupancy. A rate is valid for the exact stay it was issued against.
- Request the rate for the specific unit, dates and occupancy.
- Quote your client within the validity window we state on the rate.
- Re-request if the client changes dates, occupancy or unit — do not scale the old figure.
- Confirm in writing before you take money from the client.
- A refundable security deposit is taken from guests on arrival, normally as a card hold, and released 7 to 14 banking days after the check-out inspection. Airbnb and Homes & Villas by Marriott International bookings are exempt; Booking.com, Vrbo, direct and partner bookings all carry it.
- Cancellation and refund treatment follows the Refund Policy published on our website, which may change over time. Where the booking is made through your own platform or an OTA, that partner's own policy governs the guest.
- We accept USDT as a payment method alongside standard methods.
- Commercial terms between us and you — margin, net rates, commission — are confidential and must never appear in client-facing material.
Services you should not present as included
These are the items partners most often over-promise. Describe them exactly as set out here.
| Item | Correct description to the client |
| Early check-in | Subject to availability, requires written confirmation from our operations team, and a charge of up to a full night may apply. Assessed case by case. |
| Late check-out | Same rule: subject to availability, written confirmation required, charge of up to a full night may apply, case by case. |
| Luggage storage | Not offered. We do not store luggage 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. |
| Wi-Fi speed | Complimentary and generally high speed; no speed is guaranteed. |
| Parking | One spot provided with the property, usually underground, allocated by the building. Confirm against the unit record. |
Using our photography and brand assets
The partner agreement grants a non-exclusive, revocable image licence for the duration of the partnership, worldwide, in the channels named in your brand-pack request. Nothing carrying our brand, photography or listings may be published without our prior written approval, per asset and per campaign.
Regulatory and listing statements
All properties are operated as licensed holiday homes under DET (formerly DTCM). Where a platform or your own listing requires a permit or licence reference, request it from us for the specific unit — do not reuse a number from another property.
- Always write DET (formerly DTCM) on first mention in client-facing material.
- Do not describe our units as long-term rentals, sublets or residential leases.
- Partners may not list our inventory on OTAs under their own account; OTA distribution is handled by us alone.
Reporting a content error
- Note the unit reference, the field that is wrong and what the client was told.
- Send it to your account manager, copying partners@deluxehomes.com.
- Pause use of the affected content until we confirm the correction.
- Update your own decks, listings and proposals once we issue the revised record.
- Content pulled fresh from the current source
- Amenity claims checked against the unit record, not memory
- Building name and unit number withheld until the correct stage
- Rate requested for these exact dates and occupancy, and still within validity
- Early check-in, late check-out and luggage described as conditional or unavailable
- No commercial terms visible in the client-facing document
- DET (formerly DTCM) written correctly on first mention
Contact
Phone or WhatsApp +971 (4) 392-0202, or email partners@deluxehomes.com. In an emergency, contact local emergency services first.