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booking@keyonehomes.com

Faqs

Operating since 2005 we have handled over 30,000 holiday rentals in Dubai so there are not many questions that we 
have not already encountered. Visit our HELP CENTRE and contact us if you do not find an answer to your question.
What are the house rules?

The apartments we offer are apartments in residential buildings and have communities’ rules. We request our guest not play loud music or call in groups more than the people in the booking. Whilst we assist our guest in all their needs and are always ready to help we will not take a stand if any complaints arise from neighbors, building management, local security, or the local police. You will have to leave the property immediately and there will be no refund of the booking or the security deposit.

Where to buy alcoholic drinks in Dubai?

You can buy alcoholic drinks from the Duty free shop at the airports however note that carrying alcoholic drinks in Bus or metro is not allowed. You can also have alcoholic drinks at some of the Restaurants, pubs and night clubs we suggest you contact your assigned Guest relation officer for further details. Please note Dubai (UAE) is an Islamic county and has zero tolerance to people drinking and driving or behaving in a disorderly manner in Public.

Is smoking allowed in the apartment?

Due to safety reasons all our apartments are with smoke detectors hence we advise not to smoke in the apartment. We suggest you smoke in the designated areas assigned at the reception of the building.

Do you arrange Tour Package and Taxi Hire?

We have partnered with a local company to provide you this service at a very reasonable cost you can contact your assigned guest relation officer for further details.

Who do I contact if I need assistance during my stay?

Your assigned Guest relation Officer who did your check in process will give you all his/her contact details you can call them any time of the day and they will be happy to help as soon as possible.

Do I have a landline in the apartment?

Yes you will have landline in the apartment/ villa for local calls with FREE income coming and local calls.

Why should I pay security deposit?

You will have to make a refundable breakage deposit of AED 2,000 on arrival. This deposit can be made in any currency. This deposit is fully refundable upon check-out and subject to a damage inspection of the accommodation.

How Can I inform you of my arrival time?

You can phone us or email us your arrival time or use the special instructions box when confirming the booking to update us the arrival time.

How can I get the keys of the apartment?

Once the booking is confirmed we will send you the arrival instruction with the location map and the Google co-ordinates to the apartment .We will also provide you the contact details of the Guest Relation Officer assigned to you. Kindly contact your assigned office after you reach Dubai for the further instructions or for guidance to the apartment.

Can someone assist me in confirming the booking?

You can call or sales team any time if you wish to confirm the booking. You can find the contact number in our contact us section.

How can I be sure if the booking is confirmed?

You can email us at bookings@keyonehomes.com with your question with a URGENT mentioned in the subject line. We suggest you phone us in such case you can find our contact details in our CONTACT US page on our website.

Can I do a bank transfer?

You can contact us requesting the bank transfer details. The transfer will be done to account KEYONE HOLIDAY HOMES RENTAL LLC. Once the transfer is done you will have to send us a scanned copy or a screen shot of the bank transfer for our reference. Bank transfer is not encouraged if the check in is less than 14 days.

Can I use card to make my payments

Once the booking is confirmed you will receive an online payment link to our secure gateway. Our secure gateway processes the transaction by forwarding the transaction details via SSL (Secure Socket Layer) encryption to the payment processor (acquiring bank) and redirects you to our website. We do not get any of your card details. We always suggest our guest to make the payment via online as it is safe and is covered by your credit card provider. It is mandatory for the credit card holder to be a part of the group at check in or the party leader should carry an authorization letter from the credit card holder, else we have all the rights to deny check in without any refund. You can even visit our office to make the payments via card.

Can I make a payment in different currency?

As we are a UAE based operation we only receive payments in AED all other currencies shown are only for reference. When you enter the card details the currency conversation raters will apply along with 2.70% of credit card processing fee.

Is there a minimum payment required to secure the booking

Once booking request is received “subject to availability” We will confirm your booking by sending a confirmation email, on confirmation you would be required to pay the deposit 30% of the total booking value within 24 hrs to secure your booking. Rest 70% can be paid 14 days prior to your arrival. If the arrival is less than 14 days full payment is required to guarantee your booking.

How can I confirm the online booking?
  • Select the property you wish to book.
  • Click on Check Availability
  • You will now be directed to your secure booking page that is a HTTPS Secure page.
  • Click on the arrival date you will not get a pop up select the number of nights
  • Select the number of Adults, children and infants and reconfirm your check in and check out dates you can also view the tariff in 23 different currencies.
  • When you have verified the dates and the tariff click on Book Now
  • You will now be directed to select the extras. Once you have done selecting the extras you wish to book click on the Place Booking
  • Now you need to fill in your personal details all the blocks with * mark are important and you cannot proceed without filing the details you requested.
  • Now click on place the booking. You will receive a booking confirmation email you can now select the mode of payment.
I need daily housekeeping

Your apartment will be cleaned and ready for check in on the day you arrive if you need any extra clean or towels the below charges will apply.

Services Description Price
STUDIO / 1 BEDROOM Cleaning Full cleaning service includes fresh towels for your complete party, bed linen change and cleaning. 320 AED
2 BEDROOM Cleaning 350 AED
3 BEDROOM Cleaning 380AED
3 BEDROOM VILLA Cleaning 500 AED
4 BEDROOM Cleaning 620 AED
ADDTIONAL Towel Packs 2 Bath Towels and 1 Hand Towel 20 AED

 

Please contact our guest relation office to book this service any time during your stay.

Where can I see the full booking terms and conditions?

Please click on the booking terms and conditions under the useful links in the footer of the web home page.

Do you provide breakfast?

We provide self-catering apartments. All our apartments are fully furnished to cook food of your own choice if not you can order food from the nearby restaurants from the land line in your apartment.

How can I believe KEY ONE HOMES is not a fraud business?

We hold a registered license from the Department of Tourism and Commerce Marketing Dubai this can be verified by contacting them on +971 600 555559. We suggest all our guest to make the payment online by credit card. Credit card are protected by the issuer and you could do a claim back if do not get the property you booked or if you have not received the service you paid for. Our website is secured by SSL so all your confidential information remain confidential. We have an online payment gateway which is been provided by the banks only after proper verifications. We discourage bank transfers to any holiday home rentals and always use a management company to book a holiday home.

Can you help me book a tour?

We can arrange the tours for you all you need to do is just select the type of tour you want to book and the number of people, from the extras page when you confirm the booking online. One of our guest relation executive will contact you once you once we get your confirmation.

How far is the beach?

All our properties are located near the beach we suggest you refer the google map on each property page when you confirm the booking else you can contact us for further advice.

Please help me with a baby kit

You can rent a baby facility pack which has baby cot, high chair and stroller from us at a cost of AED 200 for the full stay. You can select this option form the extras page when you confirm the booking online.

Does my booking include Wifi, Gym and pool?

Wifi are included in your apartment/ villa tariff for all of our properties. Pool and Gym are offered complementary where the same id offered by the building management.

Do you allow pets?

To avoid any health issue due to allergies etc we don’t allow any pest of any kind to stay in our properties what so ever.

Can you help me in arranging the visa?

National citizens of the following countries: UK (with the right of abode in UK), France, Italy, Germany, the Netherlands, Belgium, Luxembourg, Switzerland, Austria, Sweden, Norway, Denmark, Portugal, Ireland, Greece, Finland, Spain, Monaco, Vatican, Iceland, Andorra, San Marino, Liechtenstein, United States, Canada, Australia, New Zealand, Japan, Brunei, Singapore, Malaysia, South Korea and holders of Hong Kong SAR passports will be granted a free of charge visa for a single visit upon arrival in the UAE. It should be noted that this list may vary slightly from time to time and it is therefore best to check with your local UAE embassy or the airline that you are using to fly to the UAE. We can arrange the visa for you however you will need to contact us 14 Days prior to your arrival date.We will not be able to help if your arrival date is less than 14 Days however you could contact us to reconfirm in such case.

Can I have a late check-out?

Our check in time is 14:00 hrs. if your arrival is earlier than 14:00 hrs. we advise to pre book the property. If you do not wish to pre book the property please contact us 48 Hrs before arrival and we will try to accommodate your booking however there will be a early check in fee of 50% of the per night value and the check in can be accommodate after 10AM if the special need fee is not been paid.

Can I have a late check out?

Our check out is 11:00 if you wish to stay later than the standard check out time please contact us 24 hrs prior to the departure. We will try to accommodate your booking however there will be a late check out fee of 30% of the per night value and the check out can be accommodate till 6PM if the special need fee is not been paid.

Airport transfer

We can book airport transfer for you the car we will arrange for you will be for a max of 4 people with luggage. Please find the below tariff table.

Airport One-Way Two-Way
DWC AED 250 AED 500
Abu Dhabi AED 330 AED 660
Sharjah AED 250 AED 500
Dubai AED 180 AED 360

 

Is you tariff for per person or per apartment?

Our tariff are per apartment and differ as per the number of bedrooms and not as per the number of people. Only those persons listed on your reservation will be allowed to stay when you arrive.

How many people are allowed in the villa?

Only the numbers of people upto the maximum occupancy are allowed in the property. If we find that more people are staying in the apartment more than the number mentioned in the booking than the booking will be cancelled without any refund and the group will have to leave immediately.

What is your cancellation policy?
To cancel a confirmed booking (fully paid or 30% deposit paid) below cancellation policy applies. Party leader must inform us by e-mail or written confirmation at earliest.
More than 30 days before the arrival - AED 300 processing fee will be charged.
More Than 20 days and less than 30 days before the arrival - 50% of the total booking will be charged.
Less than 20 days before the arrival - 100 % booking value will be charged.
No Shows - 100% booking value will be charged.
What is the process to change the unit I booked?

If you wish to change any the property you booked you can do so subjected to the availability of the property for your dates. A fee for AED 100 will be charged as amendment fee. You be required to pay any difference in tariff. If you’re downgrading the booking we will process the refund of the difference amount within 7 working days.

What is the process to change the dates of my confirmed reservation?

If you wish to amend the dates after the booking is confirmed you will have to contact us by an email if the dates are available we can amend the dates for you however every amendment will be AED 100. Amendment cannot be made to check in booking on the same day. We can amend the check-out dates on the same date subjected to availability.

Can I book an apartment with you for one month or more?

We offer furnished accommodation for short stay however we do consider the offers for stays from 1 month or more. We suggest you select the property you wish to stay and contact us later so we can work a deal for you. If you wish we can help you in selecting an apartment for you and getting you the best deal please contact us by email or send us an on online enquiry form and one of our reservations officer will contact you with in 24HRS.

How are seasons classified in Dubai?

Dubai is the most preferred destination from October to May as the temperatures ranging from around mid 20°C’s to the high 30°C’s. June to September the average daily temperatures reaching 40+°C however the end of May to the mid-September you can get some of the cheapest deals in Dubai and an excellent value for money for flights, accommodations and over all shopping’s. Whichever season you visit Dubai you can be sure you will never be disappointed.

Is the tariff seasonal or depends on occupancy?

Our per night tariff do not differ as per the occupancy or the number of nights it differs as per season.

What do I do if all the properties show booked and unavailable online?

Our booking system is a live booking system and will always give a correct updated status however we suggest you contact us by phone, email or online booking form and we will try to accommodate you may be by splitting your booking in 2 different properties if you wish. At time there are possibilities that a user may have booked the apartment and not made the payment as per the terms and conditions in such case we can cancel the booking and accommodate your booking.

What is your property rating?

The Department of Tourism and Commerce Marketing Dubai has given as a Deluxe rating. We furnish all our apartments to a standard that best suites all your needs to serve you for your vacation or business trip in Dubai. We ensure that the pictures of each property displayed is the exact pictures of the property and you will see the same property when you arrive.

Are the pictures same as the apartment?

Yes the pictures on the website is the same as the apartment is and there will not be any difference.