**Previous Booking Terms & Conditions**
For bookings made under our previous terms, please view the **2023 Booking Terms & Conditions (PDF)**.
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## Definitions
“Operator” means **DVH Holiday Homes LLC**, registration number **1149067**.
“Guest” or “Guests” means any individual or group of individuals who has a confirmed Booking from the Operator for the temporary use of the Property as a holiday home or short-term rental.
“Lead Guest” means the individual making the Booking and/or named as the principal Guest on the Booking Confirmation.
“Visitors” means any individual or group of individuals, other than registered Guests, who visit the Property but are not permitted to stay overnight unless approved and registered as required.
“Property” means the licensed holiday home property, also referred to as a vacation home or holiday home, provided for vacation or short-term rental.
“Booking” means the legally binding agreement for the Guest's temporary use of the Property for the dates stated in the Booking Confirmation.
“Booking Confirmation” means the written confirmation issued by the Operator confirming the Property, Booking dates, price and other applicable Booking details.
The Operator operates furnished and equipped holiday home Properties in accordance with applicable requirements of the Dubai Department of Economy and Tourism (“DET”) and other relevant authorities.
## 1. Booking General Conditions
A Booking is a legally binding contract for the temporary use of the Property as short-term accommodation for a specified start date and end date.
By making a Booking, whether directly with the Operator, through the Operator's website, by telephone, email, payment link or through a third-party booking channel, the Guest confirms that they have read, understood and accepted these Booking Terms & Conditions and agree to be bound by them.
The Lead Guest confirms that they have authority to make the Booking on behalf of all Guests included within the Booking and accepts responsibility for ensuring that all Guests and Visitors comply with these Booking Terms & Conditions.
Where a reservation is made through a third-party booking platform or agent, the Guest may also have a separate contractual relationship with that third party. The Operator shall not be responsible for the acts or omissions of a third party over which the Operator has no control.
A Booking is only confirmed when the Operator has issued a Booking Confirmation and received the payment required under these Terms & Conditions.
## 2. Booking Deposit and Payment
For Bookings made **30 days or less before Check-in**, the full Booking amount is payable immediately.
For Bookings made **31 days or more before Check-in**, a **30% Booking Deposit** is payable immediately, with the full outstanding balance payable no later than **30 days before Check-in**.
Unless otherwise confirmed by the Operator in writing, a Property may be provisionally held for up to 24 hours while payment is arranged.
If the required payment is not received within the specified payment period, the Operator may cancel the provisional reservation and release the Property for further Booking.
The Operator is not required to provide access to the Property unless all amounts due in relation to the Booking have been received as cleared funds.
Failure to pay the outstanding balance by the due date may be treated as cancellation by the Guest and the applicable cancellation provisions may apply.
## 3. Cancellation by the Guest
All cancellation or amendment requests must be provided to the Operator in writing.
Unless different cancellation terms have been expressly confirmed in writing for a particular Booking, the following cancellation policy applies:
* Cancellation **60 days or more before arrival:** 100% refund.
* Cancellation **30 to 59 days before arrival:** 50% refund.
* Cancellation **less than 30 days before arrival:** No refund.
Any refund entitlement is calculated in accordance with the cancellation terms applying to the Booking.
No refund will be due where a Guest voluntarily decides to stop using the Property or any services forming part of the Booking before the confirmed Check-out date.
Failure to arrive, inability to travel, early departure or non-use of the Property does not by itself constitute cancellation by the Operator.
## 4. Guest Travel Arrangements and Inability to Travel
The Guest is solely responsible for arranging and maintaining all travel arrangements and documentation necessary for the Guest and all members of their party to travel to Dubai, enter the United Arab Emirates and reach the Property.
This includes, where applicable, flights, passports, visas, entry permissions, health documentation, onward travel arrangements and appropriate travel insurance.
**Where the booked Property remains available for occupation by the Guest in accordance with the Booking, the Operator shall be considered ready and able to fulfil the accommodation Booking.**
The inability, failure or decision of the Guest or any member of the Guest's party to travel to Dubai or reach the Property does not constitute a failure by the Operator to provide the booked accommodation.
Accordingly, subject to applicable law, no additional right to a refund, cancellation, credit, compensation or reduction in the Booking price arises solely because a Guest cannot or chooses not to travel for reasons including, but not limited to:
* flight cancellation;
* flight delay, diversion or rescheduling;
* airline disruption or airline failure;
* airport closure or airport disruption;
* volcanic ash or volcanic activity;
* dust, smoke or other atmospheric conditions;
* adverse weather conditions;
* strikes or industrial action;
* war or threat of war;
* civil unrest;
* terrorism or threat of terrorism;
* government travel warnings or travel advice;
* changes to airline schedules;
* border restrictions;
* immigration restrictions;
* inability to obtain or maintain a passport;
* inability to obtain a visa or permission to enter the UAE;
* refusal of entry by immigration authorities;
* illness or injury;
* personal or family emergencies;
* quarantine or health-related travel restrictions;
* disruption to connecting transport;
* missed flights or connections;
* loss of travel documents; or
* any other circumstance affecting the Guest's ability or decision to travel which does not prevent the Operator from providing the booked Property.
In any such circumstances, the normal cancellation and refund provisions applicable to the Booking remain in force.
Guests are strongly advised to obtain comprehensive travel insurance sufficient to cover cancellation, illness, travel interruption, flight cancellation, missed departure and other circumstances which could prevent or disrupt their travel.
## 5. Changes or Cancellation by the Operator
If, for reasons outside the reasonable control of the Operator, the booked Property cannot be occupied or provided to the Guest, the Operator may offer an alternative Property of the same or a superior standard, where reasonably available.
Where the Operator is unable to provide the booked Property and no reasonable alternative can be provided, the Operator will deal with the affected Booking in accordance with these Terms & Conditions and applicable law.
A matter affecting the Guest's journey to Dubai does not constitute unavailability of the Property where the Property itself remains available for occupation.
## 6. Payment Methods
Payment may be made using payment methods approved by the Operator, which may include:
* Bank Transfer;
* Visa or Mastercard;
* Debit Card; or
* another payment method expressly approved by the Operator.
All payments are processed in AED unless otherwise expressly agreed.
The Guest is responsible for any bank transfer charges, intermediary bank charges, foreign exchange charges or currency conversion costs incurred when making payment.
The Operator shall only recognise the amount actually received by the Operator as cleared funds.
Any applicable card or payment processing charge will be disclosed where required and where applicable to the payment method used.
## 7. Cardholder Authority, Payment Disputes and Chargebacks
By making or authorising payment for a Booking, the person making the payment confirms that they are authorised to use the relevant payment method and that the payment relates to the Booking identified in the Booking Confirmation.
The Guest acknowledges that the Booking is subject to these Booking Terms & Conditions, including the cancellation and refund provisions.
Where the Property remains available in accordance with the Booking, a Guest's inability or decision not to travel does not mean that the accommodation service was unavailable.
The initiation of a credit card dispute, debit card dispute, payment reversal or chargeback does not itself create a contractual right to a refund where no refund is otherwise due under these Booking Terms & Conditions.
Where a payment dispute or chargeback is raised, the Operator may provide relevant information and documentation to its payment service provider, acquiring bank, issuing bank, card scheme or other party involved in determining the dispute.
Such documentation may include, where relevant:
* Booking Confirmation;
* payment records;
* evidence of payment authorisation;
* acceptance of these Booking Terms & Conditions;
* the cancellation policy applicable to the Booking;
* correspondence with the Guest;
* Guest identification details;
* records showing Property availability;
* check-in information;
* registration records;
* messages, emails or other communications relating to the Booking;
* evidence of any amendment or extension;
* evidence that the Property was available for the contracted stay; and
* any other information reasonably necessary to respond to the payment dispute.
Guests should contact the Operator promptly where there is a genuine concern regarding a Booking or payment so that the matter can be investigated and, where appropriate, resolved.
Nothing within these Booking Terms & Conditions removes any rights which cannot lawfully be excluded.
## 8. Refunds
Where a refund is due under these Booking Terms & Conditions, it will normally be made using the original payment method where reasonably possible.
Any applicable cancellation charges, sums due to the Operator, damage charges or other properly payable amounts may be deducted where permitted.
Processing times may depend upon banks, payment service providers and card issuers and are outside the Operator's direct control once a refund has been processed by the Operator.
## 9. Guest Verification, Damage Protection and Guest Responsibility
The Operator may require Guests to complete identity verification, guest screening and/or damage protection procedures before Check-in.
Where applicable, the Guest must complete any required verification or damage protection process before access to the Property is provided.
Guests are responsible for any damage, breakage, loss, misuse or excessive soiling caused to the Property or its contents by Guests or Visitors, other than normal wear and tear.
The Guest agrees to reimburse the Operator for the reasonable cost of repairing or replacing Property, furnishings, fixtures, equipment, keys, access cards, passes or other items damaged, lost or misused during the Booking.
Where the Operator incurs costs exceeding any damage protection or security amount available, the Guest remains responsible for the balance properly due.
## 10. No Show
Where the Guest does not arrive and has not agreed alternative arrangements with the Operator, the Booking remains subject to the original Booking dates and cancellation terms.
A No Show does not entitle the Guest to a refund.
After 24 hours from the Guest's expected arrival, the Operator may treat the Guest as a No Show.
The Operator is not required to extend the Booking or provide replacement dates because the Guest arrived late or failed to arrive.
## 11. Amendments to a Booking
A Guest may request an amendment to a Booking, but all amendments are subject to availability and written confirmation by the Operator.
The Operator is not obliged to approve a requested change of dates, Property or Booking details.
Where an amendment results in an increased Booking price, the Guest must pay the difference before the amendment is confirmed.
Any agreed amendment may be subject to additional charges where applicable.
A requested amendment does not cancel or suspend the original Booking unless and until the Operator confirms the amendment in writing.
Where a requested amendment cannot be accommodated, the original Booking and its cancellation terms remain in effect.
No refund is automatically due because a Guest's travel plans change.
## 12. Extensions and Additional Stay Periods
Any extension of a Booking, additional nights or additional period of occupation beyond the original confirmed Check-out date shall remain subject to these Booking Terms & Conditions.
A request by the Guest to extend their stay does not constitute a confirmed extension and does not oblige the Operator to hold or provide the Property beyond the original Booking period.
All extensions are subject to Property availability and written confirmation by the Operator.
**Any extension or additional stay period is only confirmed when the Operator has received full cleared payment for the entire extension or additional period**, together with all applicable charges, taxes, Tourism Dirham, services or other amounts due.
Until full cleared payment has been received and written confirmation issued by the Operator, the Guest must vacate the Property by the Check-out time stated in the existing Booking Confirmation.
Payment for an extension confirms the Guest's continuing acceptance of these Booking Terms & Conditions.
The Guest's occupation of the Property throughout any extension remains subject to these Terms & Conditions and all applicable Property, building, community and regulatory requirements.
An extension does not create a tenancy, lease or right to remain in the Property beyond the period expressly confirmed and paid for.
Any cancellation or early departure during an extension or additional stay period remains subject to the cancellation and refund provisions applicable to that confirmed extension.
## 13. Final Cleaning and Additional Cleaning
A final Check-out cleaning fee may be charged as specified in the Booking Confirmation.
The Guest must leave the Property in a reasonable condition.
Where exceptional cleaning, removal of excessive rubbish, stain removal, odour treatment or other cleaning beyond normal Check-out cleaning is required as a consequence of the Guest's occupation, the Guest may be charged the reasonable additional cost.
## 14. Tourism Dirham, Taxes and Government Charges
Tourism Dirham and any other taxes, levies or government charges applicable to the Booking will be charged in accordance with the requirements applying to the Property and Booking.
Where Tourism Dirham or another government charge becomes payable or changes as a result of an extension, amendment or regulatory requirement, the Guest remains responsible for the applicable amount.
VAT will be applied where required.
## 15. Check-in and Check-out
Standard Check-in time is **15:00 hrs (3:00 PM)**.
Standard Check-out time is **11:00 hrs (11:00 AM)**.
Early Check-in and late Check-out are strictly subject to availability and are not guaranteed unless expressly confirmed by the Operator.
Guests requiring guaranteed access before the standard Check-in time are advised to reserve the preceding night where available.
Guests requiring guaranteed occupation after the standard Check-out time are advised to reserve the following night where available.
Any applicable early Check-in or late Check-out charge will be communicated by the Operator.
The Guest must vacate the Property and return all required keys, access cards, passes and parking devices by the confirmed Check-out time.
## 16. Guest Registration and Identification
The Guest must provide all information and identification required by the Operator to register the Guests and comply with applicable government, DET, building and community requirements.
This may include passport copies, Emirates ID or other identification for every person occupying the Property.
Required documentation must be supplied sufficiently in advance of arrival to enable registration and building approval procedures to be completed.
Failure by the Guest to supply required documentation may prevent or delay access to the Property.
Where the Operator is ready and able to provide the Property but Check-in cannot proceed because the Guest has failed to supply required documents or information, this does not automatically entitle the Guest to a refund.
The number and identity of persons occupying the Property must correspond with the registered Guest details.
## 17. Occupancy, Guests and Visitors
The Property may only be occupied by the number of registered Guests permitted for that Property.
Additional Guests must be approved and registered before staying overnight.
Guests are responsible for the conduct of their Visitors.
Visitors must comply with these Terms & Conditions and all applicable building and community rules.
The Operator may refuse or restrict Visitors where required by Property, building, community, security or regulatory requirements.
Sub-letting, transferring or reselling a Booking to any third party is strictly prohibited unless expressly authorised by the Operator.
## 18. Property Use and Conduct
The Property is provided solely for lawful residential holiday or short-term accommodation use.
The Guest and Visitors must comply with the laws of the United Arab Emirates and applicable Property, building and community regulations.
The following are prohibited unless expressly authorised:
* parties;
* wedding receptions;
* events;
* commercial activity;
* illegal activity;
* excessive noise or nuisance;
* unauthorised occupants;
* sub-letting; and
* any use inconsistent with the licensed use of the Property.
The Guest is responsible for the behaviour of all Guests and Visitors during the Booking.
Serious breach of these conditions may result in termination of the Booking and the Guest being required to leave the Property without refund where permitted.
## 19. Smoking
All Properties are strictly Non-Smoking unless expressly stated otherwise.
Where smoking has taken place in a Non-Smoking Property, the Guest may be liable for the reasonable cost of restoring the Property to a Non-Smoking condition, including specialist cleaning, deodorising, sanitising and cleaning of fabrics or furnishings.
## 20. Keys, Access Cards, Passes and Parking Devices
All keys, access cards, passes, remote controls and parking devices supplied to the Guest remain the responsibility of the Guest.
All such items must be returned at Check-out as instructed by the Operator.
The Guest is responsible for replacement, reprogramming, call-out or other reasonable costs resulting from loss or damage.
## 21. Operator Access to the Property
The Operator, Property Owner, building management or an authorised representative may require reasonable access to the Property for inspection, maintenance, repair, safety, housekeeping, regulatory compliance or emergency purposes.
Where reasonably practicable, the Operator will seek to minimise disruption to the Guest.
Emergency access may be undertaken without prior notice where reasonably necessary to protect persons, the Property or neighbouring properties.
## 22. Maintenance, Utilities and Third-Party Services
The Operator will use reasonable efforts to provide the Property in a functional condition.
From time to time, emergency, remedial or preventative maintenance may be required during a Booking.
The Operator shall not be responsible for disruption caused by services, infrastructure or third parties outside the Operator's reasonable control, including interruptions involving:
* electricity;
* water;
* internet;
* telecommunications;
* television services;
* air-conditioning systems;
* lifts;
* swimming pools;
* gyms;
* communal facilities;
* landscaping;
* building maintenance;
* community maintenance; or
* other external services.
The Operator will use reasonable efforts to report or assist with material issues brought to its attention but cannot guarantee the performance or repair times of third-party utility companies, contractors, building managers or community service providers.
## 23. Construction and External Works
Dubai is a developing city and construction, maintenance, roadworks, infrastructure works or other activities may occur near the Property.
Neither the Operator nor the Property Owner controls work carried out outside the boundary of the Property.
Subject to applicable law, the Operator shall not be liable for noise, dust, traffic changes, temporary access restrictions, views being affected, construction activity or temporary disruption to community facilities resulting from third-party works outside the Operator's reasonable control.
## 24. Personal Property
The Operator accepts no responsibility for loss, theft or damage to Guest possessions except where liability cannot lawfully be excluded.
Guests are responsible for securing their personal belongings and are strongly advised to maintain appropriate insurance for valuables.
Where items are left behind and recovered, the Operator may assist with their return at the Guest's expense.
Courier, shipping, handling and other applicable costs must be paid by the Guest.
Unclaimed items may be disposed of after a reasonable period.
## 25. Pools, Gyms, Beaches and Other Facilities
Where a Property includes access to a swimming pool, gym, beach, children's facilities or other communal amenities, use is subject to the rules imposed by the relevant Property or building management.
Guests use such facilities responsibly and must supervise children and other persons in their care.
Availability of communal amenities may from time to time be affected by maintenance, repairs, health and safety requirements or decisions of building or community management outside the Operator's reasonable control.
## 26. Force Majeure
The Operator shall not be liable for failure or delay in performing an obligation where that failure or delay results from circumstances beyond the Operator's reasonable control.
Such circumstances may include, without limitation:
* war or threat of war;
* terrorism or threat of terrorism;
* civil disturbance;
* government action;
* natural disaster;
* extreme weather;
* fire;
* flood;
* epidemic or pandemic restrictions;
* utility failure;
* evacuation orders;
* interruption of building or community services;
* industrial disputes;
* infrastructure failure; or
* other comparable events beyond the Operator's reasonable control.
Where such an event affects the **Guest's travel but the Property remains available**, Section 4, Guest Travel Arrangements and Inability to Travel, applies.
Where such an event makes the **Property itself unavailable**, the Operator will determine whether an alternative Property can reasonably be offered and will deal with the affected Booking in accordance with these Terms & Conditions and applicable law.
## 27. Early Departure
A Guest who voluntarily leaves the Property before the confirmed Check-out date remains liable for the Booking.
Unused nights resulting from voluntary early departure are not refundable unless expressly agreed otherwise by the Operator or required by applicable law.
This includes early departure resulting from changes to the Guest's personal circumstances or onward travel arrangements where the Property remains available for occupation.
## 28. Website and Listing Accuracy
The Operator uses reasonable efforts to ensure that Property descriptions, photographs, prices and other information are accurate.
Changes may occasionally occur to furnishings, décor, facilities, building services or surrounding areas.
The Guest must check the final Booking Confirmation for the Property, dates, price and principal Booking details.
Minor differences which do not materially affect the accommodation do not automatically give rise to a right of cancellation or refund.
## 29. Booking Data and Privacy
Information supplied by Guests may be processed where reasonably necessary to administer the Booking, verify Guests, collect payment, arrange access, provide services, comply with legal and regulatory obligations and protect the Property.
Guest information may, where necessary, be provided to relevant parties including building or community management, government or regulatory authorities, guest verification providers, payment providers and other service providers involved in fulfilling or administering the Booking.
The Operator may retain Booking records for the period reasonably or legally required for operational, accounting, regulatory, payment dispute and legal purposes.
## 30. Communications and Booking Records
The Guest is responsible for providing accurate contact information.
Booking confirmations, payment confirmations, amendment confirmations, extension confirmations and other Booking communications may be issued electronically.
The Operator may retain Booking-related communications, confirmations and transaction information as evidence of the Booking and its administration.
Where there is a discrepancy between an informal discussion and a subsequently issued written Booking Confirmation or amendment confirmation, the written confirmation issued by the Operator shall record the confirmed Booking arrangements, subject to applicable law.
## 31. Complaints and Problems During the Stay
Guests must notify the Operator promptly of any material problem affecting the Property during the stay and provide the Operator with a reasonable opportunity to investigate and, where appropriate, remedy the matter.
Where a Guest does not notify the Operator of an issue during the stay and the Operator is consequently deprived of a reasonable opportunity to investigate or rectify it, this may be taken into account when considering any subsequent complaint or claim.
## 32. Governing Law
These Booking Terms & Conditions and any Booking made with the Operator shall be governed by the applicable laws of Dubai and the United Arab Emirates.
Any dispute arising from a Booking shall be dealt with by the competent authorities or courts having jurisdiction, subject to any mandatory legal or regulatory rights which apply.
## 33. Entire Booking Agreement
The Booking Confirmation, these Booking Terms & Conditions and any specific written conditions expressly incorporated into the Booking constitute the agreement between the Operator and the Guest concerning the Booking.
Any waiver, amendment or variation must be confirmed by the Operator in writing.
A failure by the Operator to enforce a particular provision on one occasion does not constitute a permanent waiver of that provision.
If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions shall continue to apply to the extent permitted by law.
## 34. Acceptance of Terms
By confirming a Booking, making payment, completing the Operator's online acceptance process or otherwise expressly accepting the Booking, the Guest confirms that they have had the opportunity to read and understand these Booking Terms & Conditions before entering into the Booking.
The Guest confirms acceptance of:
* the Booking price;
* the payment schedule;
* the cancellation policy;
* the no-show provisions;
* the Guest Travel Arrangements and Inability to Travel provisions;
* the extension and additional stay provisions;
* the Property rules;
* the payment dispute provisions; and
* these Booking Terms & Conditions as a whole.
The version of the Booking Terms & Conditions applying to a Booking is the version accepted by the Guest when that Booking was entered into, unless a subsequent amendment is expressly agreed by the Guest and the Operator in writing.