Emaar’s New Holiday Home Check-In Policy: Better Service, More Security
Emaar Community Management (ECM) has introduced a new rule requiring holiday homes operators to be physically present at guests’ check-ins. This move aims to enhance service standards and distinguish the Emaar stay experience. While some operators may see it as an extra step, the benefits far outweigh the inconvenience.
With this requirement issued on January 29, 2025, ECM is further aligning holiday homes practices with established hospitality standards. A personal check-in ensures a smooth arrival experience, allows hosts to provide important property details, and ultimately elevating the overall guest experience.
It is most likely that security and guest experience have been key considerations behind ECM’s decision to require holiday home operators to be present at check-in. Self-check-ins, while convenient, can sometimes lead to gaps in guest verification and property oversight, potentially raising security concerns and causing avoidable confusion and delays. By ensuring operators are physically present, ECM helps maintain community integrity and offers homeowners greater peace of mind. At the same time, this rule could also address common guest frustrations—such as struggling with key boxes, searching for Wi-Fi passwords, or figuring out appliances by providing direct assistance from the start.
This added requirement inevitably comes with additional challenges for holiday homes operators. Having staff available on demand means increased operational costs, logistical adjustments, and a shift from the convenience of more remote management. However, compliance is crucial, as non-adherence could result in potential penalties from the Dubai Department of Economy and Tourism (DET). While the rule may require more effort from operators, it ultimately aligns short-term rentals with professional hospitality standards, ensuring a safer and more seamless experience for both guests and communities.
Written by: Samah ElBashir