terms & conditions
The following Booking Conditions together with the General Information contained on our website form the basis of your contract with us, mydubaistay.com and our Service Agent - MSG Homecare Services, PO Box 211944, Dubai, United Arab Emirates. Please read them carefully as they set out our respective rights and obligations. All bookings are made subject to these booking conditions.
A binding contract between us comes into existence when we receive payment from you as set out in clause 5 below. If you decide to cancel after making your payment our cancellation charges as set out in clause 8 will apply. This contract and all matters arising out of it are governed by United Arab Emirates law. We both agree that any dispute arising out of or in connection with your stay will be dealt with by the courts of the United Arab Emirates.
Definitions
"You" and "Your" and "Customer" means the person making this booking and all persons named on the booking (including anyone who is added or substituted at a later date).
"We" and "us" means mydubaistay.com
"Service Agent" means MSG Homecare Services, a company based in Dubai instructed by us to handle your booking.
"Property" refers to the property that you have reserved on your booking form and the property in which you stay on arrival.
1. You Party
Only those persons whose names appear on the Service Agents Arrival Form may use the property and facilities available, no additional persons will be permitted to stay.. The number of persons (adults and children) must not exceed the number of sleeping places in the property indicated on this website. The substitution of persons during the rental period is forbidden unless previously agreed by us in writing. We reserve the right to refuse you entry to your accommodation if we are not satisfied that this condition has being followed by you.
You can change the names in your party up to 7 (seven) days prior to your check in. Any changes will be subject to an AED 50.00 (fifty) administration fee added to your total booking cost.
2. Pets
Pets of any kind are not allowed on any of our properties without any exception.
3. Making your booking
Bookings can be made by completing the online booking form at www.mydubaistay.com and following the on-screen instructions or by contacting us direct by telephone. Once we have received your booking form and booking deposit we will, subject to availability, confirm your stay by issuing a confirmation by email. This confirmation will be sent to the party leader. Please check this confirmation email carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation email or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies in any document within 3 (three) working days of our sending it to the party leaders email address.
4. The cost of your stay
We reserve the right to increase or decrease the prices of accommodation at any time. The price of your stay will be confirmed at the time of booking subject to the correction of errors. We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error. Please note, changes and errors occasionally occur. You must check the price of your stay at the time of booking.
5. Payment and Confirmation
In order to confirm your stay a deposit of 30% of the full payment amount, or full payment of 100% if your booking starts within 28 days must be paid at the time of booking.
The full balance of the cost of your stay must be received by us not less than 28 days prior to your arrival. If you have not paid in full and on time we reserve the right to treat your booking as cancelled by you. In such case, the cancellation charges set out in clause 8 below will be payable by you.
All online credit card payments by Visa and MasterCard are subject to an additional 2.5% surcharge. If you choose to pay by Bank Transfer you are responsible to pay for all charges levied by your bank to ensure we receive the exact amount due for your booking.
We reserve the right to refuse your booking. If we do this we will refund any money already paid to us.
6. Breakage Deposit
You must pay a refundable breakage deposit of AED 5,000 (five thousand) on your arrival and check in and you are responsible for taking all reasonable care of the apartment and its contents.. Except in the case of normal wear and tear you are responsible for any damage to the apartment or its contents during your stay which has occurred due to the negligence, wilful default or irresponsible behaviour on the part of yourself or those occupying the apartment or their guests. Any damage must be reported to the manager/owner, without delay.
Our Service Agent will take a manual signed imprint of your credit card on your arrival to be held for up to 7 (seven) days after your check out date. The cost of any damage to the property or to any items in and/or at the property caused by you or any service charges incurred by you or any member of your party will be deducted by our Service Agent from this breakage deposit at the end of your stay. Please note that wilful neglect and damage is not covered by this nominal deposit and will result in the intervention of the local police and further proceedings.
If no deductions are necessary any pre-authorisation will be cancelled and manual vouchers discarded 7 days after your departure. If the breakage deposit is not sufficient to cover any damage caused by you or service charges incurred by you, you will be responsible for paying us any additional monies required to pay such shortfall amount immediately upon request from us. We will send you an invoice detailing any charges and will automatically take the payment from your credit card without any further confirmation from you. All charges will also be subject to a 2.5% credit card handling surcharge.
7. Date Changes by you after Confirmation
Should you wish to make any changes to the dates of your confirmed booking, you must notify us by email as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. Where we can make a requested date change, an amendment fee of AED 200.00 will be payable by you together with any costs incurred by us. Changes to the dates of your confirmed booking cannot be made if your arrival is in less than 29 days and will be treated as a cancellation request and our cancellation charges as set out in clause 8. will apply.
8. Cancellation by you
Should you need to cancel your stay once it has been confirmed, the party leader must immediately advise us in writing. Your notice of cancellation will only be effective from the date we receive it in writing. As we incur costs from the time we confirm your booking and may be unable to re-sell your period of stay, the following cancellation charges will be payable:
| Period Before Arrival | Cancellation Charge |
| 29 nights and more | Full Refund less AED 300.00 administration fee |
| 15 - 28 nights | 30% of Accommodation Charge |
| 8 - 14 nights | 65% of Accommodation Charge |
| 7 nights or less | 100% of Accommodation Charge |
Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total accommodation cost of the booking.
If you have already received the service for any extras specified in your booking these will also not be refundable under any circumstances whatsoever. Amendment charges and credit card processing fees are also not refundable in the event of cancellation.
Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of any insurance policy you may have. Claims must be made directly to the insurance company concerned.
9. Changes and cancellation by us
Occasionally, we have to make changes to, and correct errors on, our website descriptions and other details both before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so.
If we have to make a significant change to, or cancel, your booking we will tell you as soon as possible. We will endeavour to offer you an alternative should a significant change or need for cancellation occur.
You can either accept our change or request alternative accommodation.
If an alternative is of a lower price you will receive a credit. If the price is higher we may not charge you at our sole discretion, or you may be requested to pay an additional amount. If you choose not to accept any of our alternative offers then you can request a full refund less any administration and credit card processing charges.
We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation by us.
We may be required as a result of the occurrence of a "force majeure" event (see clause 19 below) be required to change or terminate your stay after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds, pay you any compensation or meet any costs or expenses you incur as a result.
10. Arrival and Departure
On arrival the Party Leader must present your confirmation details as well as your passport or official identity card and the credit card used to pay and confirm your booking to our Service Agent. Unless previously agreed in writing, check in will be permitted from 15:00 hours and check out must be before 11:00 hours. Arrival instructions will be sent to you by email by our Service Agent seven days prior to your check in date.
If your arrival is delayed after the check in date or you depart earlier than the check out date, as specified on your original booking confirmation, no refund or amendment can be made to your original booking confirmation under any circumstances whatsoever. Please refer to your own Insurance Policy for cover related to compensation for any unforeseen delay to your arrival.
Late departure is not permissible unless you have prior written agreement with our Service Agent. If you leave the property after the agreed check out time of 11:00am your Security Deposit will be charged 70% of the same day rate charged in your booking for your stay.
11. Your personal property
We accept no liability for the loss or damage to your personal possessions in any of our properties during your stay. You are expected to take out adequate travel insurance to cover any valuables that you bring along with you during your stay in any of our properties. Whilst a complimentary digital safe is available in all our properties, this is only supplied for your convenience and by no means do we accept liability if your possessions are claimed to be in the safe at your property and later claimed to be missing.
12. Behaviour
You accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct to us at the time. If you fail to do so, you will be responsible for meeting any legal costs we incur in full in recovering full payment from you.
13. Drugs
If we discover any evidence of drug use at our properties it will be immediately reported to the police. Drugs are strictly forbidden in the UAE with a zero tolerance policy. Strict custodial sentences are handed out to those found in possession of any banned substances in the UAE.
14. Telephone Calls from your apartment
The telephone provided in your apartment is locked to allow ALL incoming calls and only local and toll free outgoing calls. Sometimes the lock is released by a signal from the service provider rendering it open for all calls. If a bill is received for any chargeable outgoing calls during the time of your stay you hereby agree to pay for all itemised calls during these dates together with an additional AED 100.00 administration charge.
15. Access
All authorised personnel of our Service Agent may at any time access the apartment for the purpose of inspection of the apartment, housekeeping, and to carry out repair or maintenance work.
16. Unforeseen Events
Due to the very nature of self-catering accommodation we cannot accept liability for unforeseen events that may take place in your accommodation or at the building during your stay. Any events that may occur that are out of the direct control of our company will NOT be considered as negligence on our part. (i.e. Swimming pool closed for maintenance / power cuts / air-conditioning failure / lifts out of order) We will however accept responsibility for any shortcomings in our service to you.
17. Facilities and Services
All apartments are fully furnished to a high standard and include a kitchen fully equipped with appliances, cutlery, crockery, and kitchen utensils. A welcome pack is provided on arrival. This consists of tea, coffee, sugar and sufficient washing up liquid. No items may be removed from the apartment.
Unless otherwise specified, the prices quoted include a twice weekly housekeeping service, electricity, gas, water, internet and television/cable license. The price also includes linen and towels, which are changed twice a week at the time of housekeeping.
Please ensure that all appliances, lighting, air-conditioning, hot water etc are turned off unless required.
18. Inventory
A full inventory inspection will be carried out by a member of our team prior to your arrival. A copy will be provided to you on check in and you will be required to report any missing items within 24 hours of your arrival. Failure to report any items missing or damaged will result in a charge being levied against your Breakage Deposit in accordance with clause 6 above after your departure.
19. Housekeeping Service
We will provide a complimentary Housekeeping Service twice weekly during your stay. The property is prepared by our Housekeeping Team on the day of your arrival and after that they will visit every third day to clean the property and replace any bed linen and towels as required. Our Housekeeping Team cannot offer this complimentary service outside of our fixed schedule or supply any additional bed linen or towels than the minimum required according to the number of persons confirmed on your booking. If additional services are required there will be a nominal charge quoted on request.
20. Towels
To continue to provide quality accommodation at affordable prices, we have to charge you if there is a discrepancy between the number of towels provided to you at the start of your stay and the number left behind after your departure. You will be invoiced and the relevant amount will be deducted from your breakage deposit if any items are found to be missing once you have departed. The charges for each individual item is as follows:
| FACE TOWELS | AED 20.00 |
| HAND TOWELS | AED 40.00 |
| BATH TOWELS | AED 75.00 |
| BATH MAT | AED 55.00 |
| BATH ROBE | AED 200.00 |
| BEACH TOWEL | AED 150.00 |
21. Vehicle Parking Spaces
If the property you have booked has an allocated vehicle parking space we accept no liability for any loss or damage suffered to your vehicle whilst you are using this complimentary facility. If any problem arises from your use of the parking space allocated you are required to immediately report the problem to the building management company as we have no authority for the maintenance or security of this area. Your use of this facility is entirely at your own risk.
22. Force Majeure
We regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by, or you otherwise suffer any damage or loss as a result of, "force majeure". In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
The provision of short-let property rentals is a "grey area" in the UAE and there is some risk that the authorities may close down, or otherwise prevent access to properties that are listed on this site. All property rentals on this site are subject to the local laws and legal conventions of the UAE. Such laws may change without notice. In the event that new or existing laws governing the short-term rental of properties, which may have an adverse effect on such rentals (including, but not limited to prohibition of such rentals), come into effect, we will endeavour to relocate any pending arriving parties in alternative accommodation (to a similar standard). In the event that relocation is not possible, or undesired, we will refund any monies paid for affected accommodation booked through us. We will not accept responsibility for the enforcement, amendment or introduction of such laws, and no compensation (beyond refunding of deposits) will be entertained.
23. Our Liability to you
We promise to provide your accommodation with reasonable skill and care. We do not accept responsibility if any death, personal injury, failure or deficiency of your accommodation arrangements is not caused by any fault of ours. When we talk about “fault” above, this means failure by ourselves to use reasonable skill and care in performing or providing the service in question. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim.
We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:
(a) the fault of the person(s) affected or any member(s) of their party or
(b) the fault of a third party not connected with the provision of your accommodation by us which we could not have predicted or avoided or
(c) an event or circumstance which could not have predicted or avoided even after taking all reasonable care (see clause 9)
In addition, we will not be responsible where you do not enjoy your stay or suffer any problems because of a reason you did not tell us about when you booked your stay or where any problems you suffer did not result from any breach of our contract or other fault of ourselves or any losses, expenses, costs or other sum you have suffered relate to any business.
Please note, we cannot accept responsibility for any services that do not form part of our contract. This includes, for example, any additional services or facilities any other supplier agrees to provide for you.
The promises we make to you about the accommodation we have agreed to provide or arrange as part of our contract and the laws and regulations of the country in which your claim or complaint occurred will be used as the basis for deciding whether the accommodation in question had been properly provided. If the particular accommodation which gave rise to the claim or complaint complied with local laws and regulations applicable to those accommodation at the time, the accommodation will be treated as having been properly provided. This will be the case even if the accommodation did not comply with the laws and regulations of the UAE which would have applied had that accommodation been provided in the UAE.
We limit the maximum amount we may have to pay you for any and all claims or parts of claims which do not involve personal injury, illness or death. Except where loss of and/or damage to luggage or personal possessions is concerned or a lower limitation of liability applies to your claim, the maximum amount we will have to pay you for such non personal injury claims if we are found liable to you on any basis is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your stay.
Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is US$60.00 per person affected as you are assumed to have taken out adequate insurance at the time of booking.
24. Your Obligations to Us
We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to the property, or in any way damage the reputation and/or goodwill of the owner of the property we are entitled, without prior notice, to terminate the occupation of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation. We will have no further responsibility toward such person(s). No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
The property will solely be used for the purposes of short term holiday stay, your hiring is intended only for short term holiday purposes and you accept you will have no legal right to security of tenure as tenants or otherwise is intended or conferred regardless of any applicable local law.
To maintain and leave the property and equipment, utensils and furniture in a clean and tidy condition commensurate with the standard of Housekeeping on your arrival.
To act and behave in a respectable manner so as not to cause any nuisance or discomfort to local inhabitants, visitors and occupiers of neighbouring properties.
25. Insurance
It is strongly recommended that you take out adequate travel insurance. Please read your policy details carefully. It is your responsibility to ensure that the insurance cover you purchase is adequate for your particular needs. Travel insurance can be purchased separately through www.mystaygroup.com
26. Special requests
If you have any special request, you must advise us at the time of booking and clearly note it in the extra information section of the booking form. Although we will endeavour to meet any reasonable requests we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part.
We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.
27. Medical problems
If you or any member of your party has any medical problem or disability that may affect your stay, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.
28. Passports, visas and health requirements
It is your responsibility to ensure that you are in possession of all necessary travel and health documents (including passports and visas (where applicable) before departure. Whilst we may offer advice we are not obligated to make visa arrangements on your behalf, you must pay all costs incurred in obtaining such documentation. If you or any member of your party is not a British citizen or holds a non-British passport, you must check passport and visa requirements with the Embassy or Consulate of the UAE before you intend to travel. We reserve the right to cancel your booking if you do not have the necessary valid visa for entry into the UAE, our standar cancellation terms as set out in clause 8 will apply.
29. Prices and Website Accuracy
Please note, the information and prices shown on our website may have changed by the time you come to book your stay. Whilst every effort is made to ensure the accuracy of the website and prices at the time of requesting the booking, regrettably errors do occasionally occur. You must therefore ensure you check all details of your stay (including the price) on your booking acceptance.
30. Your Safety
You are required to act in a responsible manner during your stay and are entirely responsible for the safety of your party at all times. You are expected to take out adequate Travel Insurance to cover your party for personal injury, loss of life, accidents or medical emergencies, expenses, delays, cancellation etc.as appropriate. You hereby indemnify the Owner, us and our Service Agent against any and all consequences arising from inadequate insurance cover on your part.
Operating instructions may be provided for various appliances available within the property, but in case of any doubt, or where there is any concern regarding the safety of any appliance, the property and any facilities available, you should seek immediate assistance from us or our Service Agent.
Where facilities or amenities such as swimming pools, garden equipment, boats etc then use is entirely at your own risk. We and our Service Agent do not accept any liability for any loss, damage or personal injury including loss of life.
31. Complaints and problems
In the unlikely event that you have any reason to complain or experience any problems with your stay, you must immediately inform our Service Agent. Any verbal notification must then be put in writing and given to our Service Agent within 48 hours. Any complaints received after your booking has expired will not be accepted. If you leave the property before the end of your booking without authorisation by us, you will lose the right for any refund or discount unless we have breached the terms and conditions of this contract, Until we are informed about a problem or complaint, we cannot begin to resolve it and most problems can be dealt with quickly. For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim during your stay as afterwards it may prove difficult for us to fairly investigate your complaint thoroughly.
32. Your Safety
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we need to use the information you provide such as name, address, any special needs etc. We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your arrangements such as airlines, villa management companies/villa owners, transport companies etc. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by UAE law. We will not, however, pass any information onto any person not responsible for any part of your travel arrangements. This applies to any sensitive information that you give to us such as details of disabilities, or dietary/ religious requirements.
33. Promotional Offers
From time to time we may promote special offers. Any offer cannot be used in conjunction with any other offer running at the same time.
34. Amendments to our Booking Terms and Conditions
Our Terms and Conditions may be subject to change at any time and without notice. Prior to your check-in, please consult this page (http://www.mystaygroup.com/terms.aspx) for the most up-to-date terms and conditions and a shortlist of amendments.