faq
FAQ's
View all answers
Reservation/Arrival
Q. What is the standard of your properties?
A. All of our properties are furnished and equipped to a high standard. Our experience from managing hotels helps us understand the total requirements of our guests. There is no official international rating system for these private apartments and villas, however we ensure that the quality of the furniture and equipment that goes into our properties is similar to what you would expect from a five star hotel. The pictures and virtual tours displayed for each property are exactly as you will find when you arrive.
 Q. How do I confirm a reservation?
A. It’s easy to make your reservation instantly online. Select a property and check the availability on our live calendar. If your dates are available click your arrival and departure dates, enter the number of persons in your group, and then click continue for a quotation. Add any extra services that you require from this page and then proceed to enter your personal details and submit your request. If you do not raise any questions you will receive an immediate confirmation email with your booking reference.
 Q. When do I have to pay for my reservation?
A. The payment amount and dates will be advised on your confirmation email. You must pay a minimum deposit of 30% of the full balance IMMEDIATELY. Your reservation will NOT be confirmed unless payment is made. Full payment is required if your arrival is in less than 28 days, otherwise any final balance is also due 28 days prior to your arrival. If you have not paid by the dates set out in your confirmation email we will treat your booking as cancelled by you and our standard cancellation terms will apply. We accept payment online, via our banks secure server site, by Visa or MasterCard.
 Q. What if the calendar for the property I want shows that it is booked for the dates I require?
A. We can sometimes still accommodate you so please complete and submit our Enquiry form and we will get back to you within 24 hours with a quotation.
 Q. Why is the rate for 2 nights and 3 nights the same?
A. There is a minimum stay of 2 nights and each property has a minimum charge which is not the same as the weekly rate. Our prices are fixed at the time you confirm your reservation and offer great value compared to similar standard hotels.
 Q. Do you rent apartments on a long term basis?
A. We rent fully serviced and equipped accommodation for however long you require. Discounts are available for stays from 1 month to 1 year. Submit an enquiry indicating the period you wish to stay and we will get back to you immediately with our quotation.
 Q. How do I pay the refundable breakage deposit?
A. We DO NOT require advance payment of a breakage deposit before you arrive. We will take a manual swipe of your credit card when you check in and will hold a signed voucher with an open authorisation for up to 7 days after you leave. We will only use this authorisation to claim for charges representing any damage or loss suffered to our property during your stay. An invoice will be presented to you if we need to make any charges to your credit card.
 Q. What are your terms and conditions if I have to amend or cancel my reservation?
A. We cannot amend the dates of your reservation once you have made payment to confirm. We advise all customers to be absolutely sure of their arrival and departure dates before making payment to us to confirm a reservation. Once payment has been made your reservation is confirmed our standard cancellation terms apply. We cannot refund customers outside of our published cancellation policy, please read our terms and conditions for detailed information. If you have not paid to confirm your reservation then there is no penalty to cancel. Once you have paid your deposit to confirm our cancellation terms are as follows:
PeriodCANCELLATION PENALTY
MORE THAN 14 NIGHTS BEFORE ARRIVAL
14 NIGHTS OR LESS BEFORE ARRIVAL
7 NIGHTS OR LESS BEFORE ARRIVAL

We advise all our customers to only make a reservation once you are sure of the dates you will be visiting. If you do need to cancel once you have made a reservation please send us an email immediately and log in to your renters panel to cancel your reservation. The cancellation penalty will be calculated from the time that you make your cancellation online.
Q. How many people are allowed in each property?
A. We only allow the persons, up to the maximum permitted for the property, that you have named in your booking confirmation to stay in the property. No extra persons are allowed under any circumstances.
 Q. Are your prices per person or for the property?
A. Our price is fixed for the property and you can invite as many people as you like up to the maximum occupancy figure displayed. Only those persons listed on your reservation will be allowed to stay when you arrive.
 Q. Do you offer an Airport transfer service?
A. We offer an Airport Transfer service from all the major airports in this region, the costs are as follows:
AIRPORT TRANSFER SERVICE
AIRPORTONE-WAY RETURN
DUBAIUSD $ 40USD $ 70
SHARJAHUSD $ 50USD $ 90
ABU-DHABIUSD $ 90USD $ 170
 This service is for a maximum of 6 passengers and is charged per trip not per person. If your group is bigger then please contact us to see what we can do to help you.
Q. I will be making my own way to the apartment, how will I get the keys?
A. Our customer support team operates 24 hours a day to accommodate all of our customers. If you are making your own way to the property we will arrange either to meet you at the property at a designated time or leave the keys at the security desk for you to collect. We will send you detailed arrival instructions once you have paid to confirm your reservation.
 Q. My flight arrives early, when is the earliest I can check in to my chosen accommodation?
A. If your arrival falls before our standard check in time of 3pm we always recommend that you make your reservation for one day earlier to absolutely guarantee access to your chosen accommodation at the time you would like. We will accommodate early check in at no cost after 10am on your day of arrival, providing there is not already someone staying in the property that is departing on the same day. If you do not wish to pay for an extra night you must confirm your check in status with us at least 24 hours prior to your arrival. If the property is occupied we can accept your luggage at our office and will drop it at your chosen accommodation as soon as it is available.
 Q. My flight departs late, when is the latest I can check out of my chosen accommodation?
A. If your departure falls outside of our standard check out time of 12pm we always recommend that you make your reservation for one day over to absolutely guarantee access to your chosen accommodation up to the time that you wish to leave. We will accommodate late check out at no cost up to 4pm on your day of departure providing there is not someone arriving to stay in the property on the same day. If you do not wish to pay for an extra night you must confirm your check out status with us at least 24 hours prior to your departure. If we have a guest following you we can accept your luggage at our office where it can be collected later or we will bring it with us if we are taking you to the airport.
 Q. The rate advertised on your site does not match the rate shown on my confirmation?
A. We advertise our lowest rate on our site but rates vary according to season. Please refer to the online reservation price once you have entered your dates or our quotation email for confirmation. Prices may vary and will only be fixed upon your confirmation.
 Q. What do I do if I need a Visa for entry to Dubai?
A. Unfortunately we do not provide visa services at present; we recommend that you buy your flight tickets from Emirates airline and ask them to issue your visa, either direct or via your travel agent. There will be a charge for this, we can provide you with a receipt for your reservation with us if it is required as proof of where you will be staying.
 Q. Do you allow pets in your properties?
A. Pets of any kind are NOT ALLOWED in any of our properties.
 During my stay
Q. I have paid for our compulsory Welcome Pack what do I receive?
A. We have put together a very basic welcome grocery pack to get you started when you arrive at your property. Your reservation confirmation gives an itemised list of what you will receive. Our representative will advise you on the location of the nearest supermarket so you can stock up with exactly what you require during your stay.
 Q. How often is the property serviced during my stay?
A. The property is cleaned and ready prior to your arrival and is then serviced every 3rd day during your stay. Our housekeeping team will visit to clean the property, replace the bed linen and towels, and offer you assistance if you have any questions. Daily servicing can be arranged for an extra charge, please request a quote when you make your reservation.
 Q. What if I have any problems, will there be someone to contact?
A. Our customer support team is available 24 hours a day / 7 days a week. We provide you with our 24 hour telephone contact numbers when you arrive should you need to contact us during your stay. You can use the telephone in your property to call us at any time without charge.
 Q. Will I be affected by the construction in Dubai Marina?
A. Dubai Marina is a huge project, construction started in 2004 and will continue until 2009. Finished buildings offer high quality accommodation and excellent facilities, great value when compared to similar standard hotels. The fast pace of construction means that what you see today will not be the same tomorrow. We ask all concerned customers to check the status of construction around the property they wish to book, we'll give you our honest opinion as to how it will be for the time that you wish to make a reservation.
 Q. I am in Dubai on business, can you provide me with basic office facilities in my accommodation?
A. Every property has a PC with complimentary high speed internet connection. Our Platinum Properties also have a desk to work from. We can also provide an all in one Printer Scanner Copier on request, there is a once only charge of USD $ 30.00 ,including 30 sheets A4 paper and all inks for the duration of your stay.
 Q. I have my own PC, will I be able to use this in your properties?
A. We supply a PC in every property with complimentary high speed internet connection. You can also use your own PC or laptop via this same Ethernet/cable connection. Our Platinum Properties also offer Wi-Fi wireless internet access as standard. Our customer support team will be happy to assist you when you arrive.
 Q. I need to make telephone calls, can I use the telephone inside the apartment?
A. Every property has a telephone that can accept all incoming calls and make free local calls to numbers with the 04 and 800 prefix. Due to the billing process in Dubai we cannot extend full use of these telephones and recommend you hiring a mobile phone from us allowing you to make calls and control costs at your own leisure.
 Q. I want to hire a local mobile phone, what do you provide?
A. As an addition to the fixed phone in your property we can also provide you with a mobile handset with a local sim card connected to a Pay as you Use Tariff. Save money on calls whilst you are abroad, get your associates and friends to call the local mobile number we provide so that you don’t run up a huge bill with your regular service provider. There is a once only fee of USD $30.00 which includes a call credit of USD $7.00, you can keep the handset for the duration of your stay and can top-up the call credit by buying call vouchers at most stores. We will require a deposit of USD $100 added to your security deposit to the time the phone is returned to us.
 Q. I need a cot / high chair and baby stroller for my child, how can I get this?
A. We can provide you with a cot, high chair and baby stroller on loan for the duration of your stay. There is a once only charge of USD £50.00 for all of these facilities. Please inform us of your requirement when you make your reservation with us.
 Q. How far are the beaches from Dubai Marina?
A. There are numerous public beaches along the Jumeirah coast, the closest is next to the Oasis Beach Hotel in Dubai Marina. Jumeirah Beach Park is situated about 20 min driving distance from Dubai Marina, there is an entrance fee of Dhs 5 per person and Dhs 20 per car. You can hire a sun bed for Dhs 20, and we advise you to get there early, especially week-ends (Friday & Saturday). The park comprises a one-kilometre stretch of beach with plenty of palm trees for shade. At both ends of the park there is a café and an ice-cream shop. There are also showers and toilets, and lifeguards patrol up until sunset, after which swimming is not allowed.
 Q. Is there anywhere where we can buy or consume alcohol in Dubai?
A. It is only possible to drink alcohol in licensed premises, restaurants, pubs and night clubs, which generally tend to be located inside hotels. If you want to purchase alcohol for consumption during your stay we advise you to buy it at the airport duty free store found after you have passed through immigration. Although there are a limited number of stores in Dubai that sell alcohol, you must have a licence to be able to make a purchase. Drinking on the streets and behaving in a disorderly manner is strictly forbidden and will lead to imprisonment if you are arrested by the police.
 Q. I need to hire a car during my stay?
A. If our customers need to hire a car we advise you to take one from the airport on arrival and return it there on departure. All major car hire companies have a hire desk in the foyer before you exit if you have not made a reservation before you arrive. We have preferential rates with one of our local partner companies and can also offer a driver/chauffeur service if you would like.
 Q. Is it easy to get a taxi?
A. You can either hail a passing cab in the street or call the local freephone number to make a booking. Fares are based on distance travelled rather than time and are very economical if you don’t want the hassle of driving a car during your stay.
 Q. I would like to book tours and excursions?
A. We can offer you a selection of activities from our partners in Dubai, from a Desert Safari to a private boat charter for a cruise along the Creek. Our local knowledge will help you get the best of your time in Dubai so please contact either before or during your stay with us if you have any requests.
 Q. What do I have to do when I leave your property?
A. Our departure procedure will be explained to you on arrival. Please ensure you have packed ALL of your belongings before you leave and report any damages to our representative to ensure return of your breakage deposit.
Read our full TERMS & CONDITIONS here.
If you have not found the answer to your question please click here to submit your query and we will reply as quickly as we can. If you prefer, you can ask your question on our LIVE CHAT.