Terms of Service

Bookings may be initiated through the Website via your registered account, or through an OTA/Platform Booking. A booking is not confirmed until you have received a Booking Confirmation from us. The submission of a booking request does not guarantee availability. We reserve the right to decline any booking request at our sole discretion.

All Guests and Occupants are required to provide valid identification documentation prior to Check-in, including but not limited to a valid passport, UAE visa (where applicable), and Emirates ID (for UAE residents). Identification documents are collected exclusively through direct, secure communication channels and are not submitted through the Website. Failure to provide valid identification for all Occupants may result in the cancellation of your booking without refund.

Rates displayed on the Website are indicative and subject to change. The final rate for your booking will be confirmed in your Booking Confirmation. All rates are quoted in United Arab Emirates Dirhams (AED) unless otherwise specified. All applicable Fees, including Tourism Dirham fees, municipality fees, cleaning fees, and any other charges, will be itemized in the Booking Confirmation.

We reserve the right to refuse service, decline a booking, or cancel a confirmed reservation in any of the following circumstances: where the Guest or any Occupant fails to provide valid identification as required under Section 6.2; where we reasonably suspect fraud, identity misrepresentation, or stolen payment credentials; where the Guest has previously violated these Terms or been evicted from any Property managed by us; where the Guest’s behavior during the booking process suggests a risk to the Property, other residents, or our staff; or where compliance with the booking would violate any applicable law, regulation, or DTCM requirement. No refund will be issued where the refusal is based on the Guest’s non-compliance or misconduct.

Standard Check-in time is 3:00 PM. Standard Check-out time is 12:00 PM (noon). These times apply unless otherwise agreed in writing in the Booking Confirmation.

Access to the Property will not be granted until all of the following preconditions have been satisfied: (a) full payment of all Fees has been received and cleared; (b) valid identification documents for the Guest and all Occupants have been provided and verified; and (c) the Security Deposit has been collected or a pre-authorization hold has been successfully placed in accordance with Section 9.1. No exceptions will be made to these preconditions.

Early Check-in (prior to 3:00 PM) and late Check-out (after 12:00 PM) may be available subject to Property availability and prior arrangement with our team. Fees for early Check-in or late Check-out will be communicated at the time of request. Approval is not guaranteed and is granted at our sole discretion.

Where self Check-in is offered, access credentials (key cards, smart lock codes, or similar) will be provided to the Guest via secure communication after all preconditions in Section 7.2 have been met. The Guest is responsible for following the Check-in instructions provided. Self Check-in does not waive any precondition or House Rule.

Failure to vacate the Property by the agreed Check-out time without prior written approval for late Check-out will result in additional charges at the prevailing nightly rate, calculated on a pro-rata or full-night basis at our discretion. We reserve the right to involve building security and, where necessary, the relevant authorities to effect vacation of the Property. All costs arising from such action, including legal fees and security costs, will be charged to the Guest.

Your booking constitutes a short-term holiday home stay only. It does not create, and shall not be construed as creating, a landlord-tenant relationship, a lease, a tenancy, or any possessory interest in the Property under the laws of the United Arab Emirates or the Emirate of Dubai, including but not limited to RERA (Real Estate Regulatory Authority) regulations. The Guest is granted a temporary, revocable license to occupy the Property for the duration of the Stay only. The Guest must vacate the Property at Check-out without exception. Any attempt to claim tenancy rights, refuse to vacate, or remain in the Property beyond the agreed Stay period constitutes a material breach of these Terms and will be addressed through all available legal and regulatory channels.

We accept payments through online payment processing via Stripe (credit and debit cards) and offline payment processing via Network International (bank transfers and card payments). All payment processing is handled by these authorized payment service providers in accordance with Payment Card Industry Data Security Standards (PCI DSS). We do not store your full payment card details (card number, CVV, or expiration date) on our servers or systems. However, our payment processors may retain a secure, tokenized reference to your payment method, which enables authorized post-checkout charges as described in Section 9.5 of these Terms, without requiring you to re-enter your card details.

Full payment of all Fees is required at the time of Booking Confirmation unless otherwise agreed in writing. In certain cases, we may offer a split payment arrangement, the terms of which will be communicated to you directly. Failure to complete payment within the specified timeframe will result in the automatic cancellation of your booking.

All payments are processed in AED. If you are paying from a foreign currency account, your financial institution may apply currency conversion fees at their prevailing exchange rate. All applicable taxes, including Tourism Dirham fees and municipality fees as mandated by the Government of Dubai, are included in your Booking Confirmation amount.

We may place a pre-authorization hold on your credit or debit card at the time of booking or Check-in to secure the Security Deposit or verify payment capacity. Pre-authorization holds are temporary and will be released in accordance with your card issuer’s processing timelines. The pre-authorization does not constitute a charge unless subsequently converted to a deduction in accordance with these Terms.

If you have a concern regarding any charge, you must contact us directly at marketing@danielsholidayhomes.com before initiating a chargeback or dispute with your card issuer or bank. We will work with you to resolve legitimate concerns promptly.

If a chargeback or payment dispute is initiated without first contacting us, or if a chargeback is filed for a charge that is valid under these Terms, we reserve the right to submit all relevant evidence to the payment processor, including Booking Confirmation records, identification logs, communications, photographs, and other documentation. The Guest acknowledges that disputed chargebacks incur administrative and processing costs. Where a chargeback is resolved in our favor, an administrative fee of AED 250 may be recovered from the Guest to cover the cost of processing the dispute, in addition to any fees imposed by the payment processor. All bank and processor fees incurred by us in connection with chargebacks that are resolved in our favor are non-refundable and may be invoiced to the Guest.

You acknowledge that filing a fraudulent or bad-faith chargeback may constitute a violation of UAE law and that we reserve the right to pursue all available legal remedies in such circumstances.

A refundable Security Deposit is required for all bookings. The Security Deposit amount will be communicated in the Booking Confirmation. The Security Deposit is collected prior to or at the time of Check-in through one of the following methods: (a) for in-person Check-in, via cash or card payment collected physically at the Property; or (b) for self Check-in, via a digital pre-authorization hold or secure payment link processed through Stripe prior to the release of access credentials. Collection of the Security Deposit, by either method, constitutes a precondition for access to the Property.

The Security Deposit may be applied toward any costs arising from: Damage to the Property or its contents; missing, stolen, or broken items; Excess Cleaning charges; smoke or shisha odor remediation; linen or towel replacement; key card replacement or lock rekeying; violation of House Rules; fines imposed by building management attributable to the Guest, Occupants, or Visitors; late Check-out charges; and any other charges attributable to the Guest’s Stay as described in these Terms.

Following Check-out, we will conduct an inspection of the Property within forty-eight (48) hours. The inspection may include photographic and video documentation of the Property’s condition. Any Damage, Excess Cleaning requirements, or missing items identified during the inspection will be documented with supporting evidence, including photographs, videos, invoices, and/or repair quotes from qualified contractors.

The Security Deposit, less any permitted deductions, will be returned to you within fourteen (14) business days of Check-out. If deductions are made, you will receive a written breakdown of all charges with supporting evidence. If no deductions are required, the deposit will be returned in full.

If the cost of Damage, Excess Cleaning, missing items, fines, or other charges exceeds the Security Deposit amount, the Guest authorizes us to charge the tokenized payment method held by our payment processor for the outstanding balance. By making a booking and providing your payment details, you expressly consent to such post-checkout charges. Where the tokenized payment method cannot be charged (due to card expiry, insufficient funds, or processor limitations), an invoice for the remaining amount will be issued and the Guest agrees to settle the invoice within fourteen (14) days of receipt. Failure to settle outstanding charges may result in the matter being referred to a debt collection agency or pursued through legal proceedings, with all associated costs borne by the Guest.

Smoking of any kind, including but not limited to cigarettes, electronic cigarettes, vaporizers, shisha, hookah, cigars, and any tobacco or nicotine product, is strictly prohibited inside all Properties. Smoking in indoor common areas of the building is similarly prohibited. Guests found to have smoked inside the Property will be subject to a deep-cleaning surcharge (minimum AED 500) deducted from the Security Deposit, in addition to any additional Excess Cleaning costs required for smoke odor remediation.

The maximum occupancy for each Property is specified in the Booking Confirmation. Maximum occupancy includes all Occupants, including adults, children, and infants. No person may stay overnight at the Property who is not counted within the declared occupancy. Exceeding the maximum occupancy is a material breach of these Terms and may result in immediate eviction without refund.

Visitors are permitted at the Property during reasonable hours only, defined as between 10:00 AM and 10:00 PM, unless otherwise specified in the property-specific rules. A maximum of four (4) Visitors are permitted at any one time unless prior written approval is obtained. All Visitors must comply with building access procedures, including identification requirements where mandated by the building management. No unregistered or unauthorized individuals are permitted to stay overnight. The Guest is fully responsible for the conduct and actions of all Visitors.

Quiet hours are in effect from 10:00 PM to 8:00 AM daily. During quiet hours, Guests and Occupants must keep noise to a level that does not disturb neighboring residents. Noise complaints from building management or neighboring residents may result in a warning, and repeated complaints may result in eviction without refund.

Parties, gatherings, events, and any form of social gathering that exceeds the maximum occupancy or generates noise above normal conversational levels are strictly prohibited. This includes but is not limited to birthday parties, celebrations, corporate events, and social media events. Violation of this rule will result in immediate eviction without refund, deductions from the Security Deposit for any Damage or Excess Cleaning, and potential involvement of building security and authorities.

Pets and animals of any kind are not permitted in any of our Properties unless explicitly agreed in writing prior to Booking Confirmation. Unauthorized pets on the premises will result in Excess Cleaning charges (minimum AED 500), additional charges for any Damage, and potential eviction without refund.

Commercial photography, videography, filming, content creation for commercial purposes, and any other commercial activities are strictly prohibited in all Properties unless explicitly authorized in writing by Daniels Holiday Homes prior to the activity. This includes but is not limited to professional photoshoots, video productions, influencer content creation for commercial gain, product shoots, and any filming intended for broadcast or commercial distribution. Unauthorized commercial activities may result in immediate eviction without refund and legal action for unauthorized use of the Property.

Guests are provided with key cards or access credentials at Check-in. You are responsible for the safekeeping of all access credentials issued. Lost, damaged, or unreturned key cards will incur a replacement fee (communicated at Check-in), deducted from the Security Deposit. Duplication of key cards, sharing of smart lock codes with unauthorized individuals, and propping open secured doors are prohibited.

The following items and activities are prohibited inside all Properties: candles, incense, open flames of any kind, and charcoal or portable grills used indoors. Tampering with, disabling, covering, or removing smoke detectors, fire alarms, fire extinguishers, carbon monoxide detectors, or any other safety equipment is strictly prohibited and may constitute a criminal offense under UAE law. Tampering with CCTV cameras (where present in common areas), smart locks, routers, Wi-Fi equipment, IoT devices, or any other technological equipment installed in or around the Property is prohibited and will result in immediate eviction without refund, charges for repair or replacement, and potential legal action.

Guests are welcome to use kitchen facilities provided in the Property. However, cooking that produces excessive smoke, persistent strong odors, or grease accumulation must be conducted with adequate ventilation (extractor fans, open windows). Damage to kitchen equipment, persistent odor requiring professional remediation, or grease damage to surfaces will be charged as Damage or Excess Cleaning as applicable.

All Properties are located within residential communities and buildings that have their own rules and regulations. Guests are required to comply with all applicable community and building rules, including noise restrictions, pool and gym usage guidelines, parking regulations, waste disposal procedures, and common area etiquette. Violation of community or building rules may result in fines imposed by the building management, which will be passed on to the Guest via deduction from the Security Deposit or direct invoice.

No illegal activities of any kind are permitted on the premises. This includes but is not limited to the possession, use, or distribution of illegal substances, illegal gambling, prostitution, and any activity that contravenes the laws of the United Arab Emirates. Any Guest found to be engaging in illegal activities will be immediately reported to the relevant UAE authorities, evicted from the Property without refund, and held liable for all resulting Damage, fines, and costs.

Guests are expected to treat the Property and all its contents with reasonable care and to leave the Property in a condition consistent with normal use. At a minimum, Guests must: dispose of all trash in designated bins and building waste areas; place used dishes in the dishwasher or wash them; avoid leaving food waste that may attract pests; not leave stains on furniture, carpets, or linens; and ensure all windows and doors are closed and locked at Check-out. Failure to meet these baseline expectations will result in Excess Cleaning charges.

Linens, towels, and bedding are provided for the duration of the Stay. Stained, burned, torn, or missing linens and towels will be charged at replacement cost, deducted from the Security Deposit. Guests should not use white towels or linens for makeup removal, hair dye, or other staining substances.

Individual Properties may have additional rules specific to the building, community, or Property layout. Property-specific rules will be communicated at the time of booking or at Check-in and form part of these Terms. In the event of a conflict between these general House Rules and property-specific rules, the stricter rule shall prevail. It is the Guest’s responsibility to read and comply with all property-specific rules provided.

Guests with children must ensure that minors are supervised at all times on balconies, near windows, and in or around pool areas. We are not liable for any injury resulting from unsupervised use of balconies, pools, or any building amenity. Where Properties include private pools or direct pool access, the Guest assumes full responsibility for the safety of all Occupants and Visitors.

We are not liable for any loss, theft, or damage to personal belongings during the Stay, including items left in safes, common areas, or vehicles. Guests are solely responsible for securing their personal property throughout the Stay and upon Check-out.

Emergency contact information and building evacuation procedures are provided at Check-in or within the Property. In case of emergency, Guests should call UAE emergency services (999 for police, 998 for ambulance, 997 for fire) and contact our team as soon as practically possible. Guests must familiarize themselves with emergency exits and fire assembly points in the building.

While we make every reasonable effort to ensure the accuracy of property descriptions, photographs, and amenity listings on the Website, minor discrepancies may occur. Properties may have undergone changes, renovations, or updates not yet reflected online. Minor discrepancies between the Website listing and the actual Property do not constitute grounds for cancellation or refund.

Building amenities such as swimming pools, gyms, saunas, steam rooms, and recreational facilities are managed by the building management and are not under our control. The Guest acknowledges that building amenities may be temporarily or permanently closed, restricted, or subject to scheduled maintenance at the building management’s discretion. Temporary unavailability of building amenities does not constitute grounds for cancellation, refund, or rate reduction.

We reserve the right to enter the Property for maintenance, repairs, inspections, or emergency purposes. For non-emergency access, we will provide reasonable advance notice (minimum four hours). In the event of an emergency (water leak, fire risk, gas leak, security concern, or similar), we may enter the Property immediately without prior notice. Guests must not unreasonably withhold access for maintenance or inspection purposes.

We are not liable for interruptions to utilities (water, electricity, internet, air conditioning) caused by building management decisions, utility providers, or Force Majeure. In the event of a significant service interruption materially affecting habitability, we will make reasonable efforts to resolve the issue. If the issue constitutes a Material Deficiency (defined as a condition that renders the Property substantially uninhabitable), we may, at our sole discretion, offer one of the following remedies: repair within a reasonable timeframe, relocation to a comparable alternative Property as described in Section 16, or a partial credit proportionate to the period of material impact. The Guest is not entitled to a refund for minor issues, intermittent service disruptions, or issues reported after Check-out.

All direct bookings (bookings made through the Website or through direct communication with our team) are subject to a strict, non-refundable cancellation policy. Once a booking is confirmed and payment has been received, no refunds will be issued for cancellations, early departures, no-shows, or any reduction in the length of Stay, regardless of the reason, including but not limited to personal circumstances, travel disruptions, illness, or visa denial. For OTA/Platform Bookings, the cancellation and refund terms of the respective platform shall apply as set out in Section 19; however, all operational terms remain governed by these Terms.

In limited circumstances, requests for date changes may be considered at our sole discretion, subject to the following conditions: the request must be submitted at least fourteen (14) days prior to the original Check-in date; the rescheduled dates must fall within ninety (90) days of the original booking dates; availability at the requested Property or a comparable Property must exist; any rate difference between the original and rescheduled dates (including seasonal pricing adjustments) must be paid in full by the Guest; and an administrative rescheduling fee may apply. Date changes are not guaranteed and approval is at our sole discretion.

Where we elect, at our sole discretion, to offer a credit in lieu of a refund, the following terms apply: the credit is valid for twelve (12) months from the date of issue; the credit is non-transferable and may only be used by the original Guest; the credit may be applied to a single future booking only and any unused balance will be forfeited; the credit has no cash value and cannot be redeemed for cash; and the credit is subject to availability and any applicable rate differences.

Visa denial does not entitle the Guest to a refund under our strict cancellation policy. In cases of documented visa denial (supported by an official denial letter from the relevant embassy or consulate), we may, at our sole discretion, offer a booking credit in accordance with Section 15.3. Guests are responsible for ensuring their visa and travel documentation is in order before confirming a booking.

We reserve the right to cancel a booking if the Guest has provided false or misleading information, has violated these Terms, fails to complete payment by the required date, or meets any of the refusal criteria in Section 6.4. No refund will be issued in such cases. In the event of a cancellation initiated by us due to Force Majeure that renders the Stay impossible, we will offer a booking credit or a full refund at our sole discretion. This Force Majeure exception is the only circumstance under which a refund may be issued and does not create a general entitlement to refunds.

We value constructive feedback and encourage Guests to share their honest experiences. However, all reviews and feedback, whether posted on our Website, third-party review platforms, social media, or any other public forum, must comply with the laws of the United Arab Emirates, including but not limited to the UAE Penal Code (Federal Decree-Law No. 31 of 2021), the UAE Cybercrime Law (Federal Decree-Law No. 34 of 2021), and all applicable DTCM regulations.

By using our services, you acknowledge and agree that the following types of content are prohibited in any review, rating, social media post, or public statement related to Daniels Holiday Homes, its Properties, its staff, or its services:

1. Content that is defamatory, libelous, or contains false statements of fact.
2. Content that constitutes harassment, threats, or personal attacks against our staff, property owners, or other guests.
3. Content that is intended to damage the reputation of Daniels Holiday Homes through knowingly false, misleading, or exaggerated claims.
4. Content that discloses confidential information about the Property, including its exact address (beyond the general area), security arrangements, access codes, or any proprietary operational details.
5. Content that includes photographs or recordings of the Property’s interior where such imagery could compromise the security or privacy of the Property or its owners.
6. Content that violates any provision of the UAE Cybercrime Law, including online defamation, spreading false information, and invasion of privacy.

Under UAE law, defamation and the publication of false statements — including through online reviews and social media — are actionable offenses that may result in both civil liability and criminal prosecution. The UAE Cybercrime Law provides for penalties including fines and imprisonment for individuals who use electronic means to defame, insult, or damage the reputation of others.

We reserve the right to pursue all available legal remedies, including filing criminal complaints with UAE authorities and initiating civil proceedings for damages, against any individual who publishes defamatory, false, or malicious content about Daniels Holiday Homes, its Properties, staff, or services. This right extends to reviews and content posted on third-party platforms including but not limited to Google, TripAdvisor, Booking.com, Airbnb, social media platforms, and personal blogs.

We strongly encourage all Guests to contact us directly at marketing@danielsholidayhomes.com to resolve any concerns or complaints before posting public reviews. We are committed to addressing legitimate concerns promptly and fairly. Many issues can be resolved through direct communication, and we appreciate the opportunity to make things right before matters are aired publicly.

We reserve the right to publicly respond to any review or statement made about our services, including correcting factual inaccuracies, providing our perspective on disputed events, and, where appropriate, sharing relevant details of the Guest’s booking and conduct to provide fair context, subject to applicable privacy laws.

By creating an account, submitting a booking inquiry, or confirming a reservation, you consent to receive communications from us via email, SMS, WhatsApp, and other electronic messaging services. Communications may include booking confirmations, pre-arrival information, Check-in instructions, during-stay support, post-stay follow-up, marketing communications (subject to your right to unsubscribe), and any notices required under these Terms.

You acknowledge and agree that your acceptance of these Terms may be evidenced by any of the following: checking a consent box during account registration or booking; completing a payment; receiving and not objecting to a Booking Confirmation; or occupying the Property. Each of these acts constitutes valid electronic acceptance of these Terms and is legally binding.

These Terms are drafted in the English language. In the event that these Terms are translated into any other language, the English version shall prevail in the event of any inconsistency or dispute.