Terms and Conditions

Guest Terms and Conditions

Arrival and Departure

Regular check in time is 3 PM and check out time is 11 AM.

Early check in or late check out requests are subject to preapproval and property availability. Please email us in advance to request an early check in or late check out.

The property should be promptly vacated at the agreed check out time. Any delay in checking out that is not authorized will incur extra charge.

If we have not agreed a late checkout and our housekeeping service agent arrives after 11am and finds you are still in the property, they have the right to remove your baggage from the property to enable cleaning for the next guest.

If your arrival is delayed for whatsoever reason until after the check-in date, no refund or amendment is possible under any circumstances.

Payment Terms

Method of Payment, Card Types accepted and Currency:

We accept payments online using Visa and MasterCard credit/debit card in AED.


We reserve the right to change the price of accommodation at any time, although the price of your booking will be confirmed at the time of booking and will not change (subject to errors), unless your period of 72 hours has expired.

We reserve the right to correct our prices if errors occur, and we assure you that errors and changes are extremely rare.

Refundable security deposit

A refundable security deposit of AED 2,000 for Studio,1and 2 bedroom apartments, will be held by the Company as an insurance against any damage or misuse of the property or for covering any incidental utilization of facilities/phones/paid TV charges, replacement of broken items or additional cleaning in addition to the rent. The full amount of this deposit will be refunded after going through the final handover inspection. The Security deposit for monthly and yearly bookings is considered separately and will be advised by your fam agent. The security deposit for Monthly stays and above is charged at AED 5,000 – 8,000 depending on duration of stay and location of the holiday home.

If the guest is eligible for a refund then the refund transaction will be made within a week form the refund approval date.

Refunds will be made to the same payment method and could take up to 14 working days to process through the sending and receiving banks.

Code of conduct and behaviour

Guests are requested to follow civilized behaviours while staying at one of our properties and expected to be considerate to their neighbours and not cause any inconvenience such as extremely loud noise or music which are prohibited by law and by property community rules.

Parties with loud music and noise are not permitted and could result in the eviction of the guests from the properties and the withholding of the pre-paid sum of money as penalty of breaking community rules.

Guests have the right to receive outside guests in their properties for a few hours where these guests are expected to follow the code of conduct and civilized behavior as per the community rules. Certain communities do not allow un-registered guests to be admitted. Registration will be mandatory and subject to approval.

The maximum number of overnight guests for this property is limited and indicated on the first page of this Agreement. Maximum occupancy for this property shall not exceed the limit at any time. If Guest exceeds the maximum occupancy, Guest and any and all of their visitors are subject to immediate removal and forfeiture of their security deposit and rental payment.

Furniture, bedding, mattress pads, utensils or any other property supplied with the rental property must not be taken out or transferred from one property to another. Loss of these items, as well as damage to the property or furnishings in excess of normal wear will be charged to the guest(s).

Date Changes

If you wish to make any date changes, we must be notified by email as quickly as possible but in any case, we cannot guarantee that such changes will be accepted.

Property Changes

If you wish to make any property changes, we must be notified by email as quickly as possible but in any case, we cannot guarantee that such changes will be accepted. We will confer with our apartment owners and confirm with you accordingly within 3 working days if your requested property changes are approved.


For cancellations 7 days or more before arrival, 50% refund.

For cancellations less than 7 days before arrival, no refunds are available.

The Property and Services

All our properties are booked as fully furnished, equipped with the standard appliances, linen, bath and kitchen products and utilities.

The guest will be granted access to facilities within the property and in the building where applicable property such as swimming pools and fitness center gym if they fall within the common area facilities and not considered private facilities with a separate membership. For some properties, access to facilities is offered at an offsite building or club and not inside the building itself due to certain restrictions imposed by some buildings in Dubai that restrict the utilization of some facilities from short term tenants.

Water & electricity consumption is included in all our properties. Excessive consumption as defined by DEWA in the monthly water and electricity bills will be charged separately.

All our properties include free high-speed Internet, basic TV programs and telephone. Any extra charges on TV (on-demand programs) or telephone (local and international calls) will be charged and deducted from security deposit.

A basic supply of bed linen, bath towels, toiletries and toilet tissues are provided in each property upon arrival of the Guest and are not changed during the stay, unless ordered to do so at extra charge.


If your stay is more than 7 days, we provide a complimentary housekeeping service at the end of every week upon request. You will be provided with fresh linen and towels during every housekeeping visit.

If you require additional housekeeping, contact Unlock and the normal additional booking charges will apply. We do regularly run maintenance checks on the properties but do inform us if there are any maintenance issues encountered during your stay.

Your Personal Property

We accept no liability for the loss or damage to your possessions during your stay. It is your responsibility to take out adequate travel insurance to cover any valuables that you bring. We also accept no liability for personal property that you forget to pack or leave behind. We reserve the right to dispose of any items recovered that are not claimed within 30 days.

Building & Parking Access Cards

Building access cards and parking devices (if any) must be returned on your check-out. If unreturned, the following charges will apply:

Unreturned access cards for either the building or the parking are charged at AED 500

We accept no liability for any damage caused to your vehicle when parked in the allocated parking bays.

Our Responsibility

We are responsible for providing your accommodation with reasonable skill and care. We are not responsible for the following:

Where you do not enjoy your stay for reasons that were not made known to us either before or during your stay

Any services that do not form part of this contract

Where we are found liable for loss and / or damage to your personal possessions, the maximum amount we have to pay is AED 200 per person affected. You are assumed to have taken adequate insurance to cover this eventuality

Any death, personal injury, or deficiency of your accommodation arrangements that is not caused by any fault of ours

Any injury, illness, death, loss, damage, expense, cost or other claim of any description which results from any of the following:

The fault of the person involved

The fault of any third party unrelated to Unlock Holiday Homes.

An event which we could not have predicted

Any other event in which we have no control over

Your Responsibility

You are responsible to act and behave in a respectable manner so as not to cause any nuisance to neighbours. We reserve the right to terminate the occupation of the property without refund if, in our reasonable opinion, a member of your party has behaved in such a way to cause danger, upset or distress to any third party or damage to the property. Specifically, you are responsible for the following:

Using the property solely for its purpose as a short term holiday or business stay

You accept no legal right to security of tenure over the property

Maintaining and leaving the property and its contents in a clean and tidy condition commensurate with the standard of housekeeping on arrival

You accept responsibility for any damage or loss caused by any member of your party during your stay. Full payment will be made prior to your departure, and we reserve the right to deduct the amount from your credit card. Should you refuse to do so, you will be responsible for paying any legal costs we incur in recovering the payment

If we discover any drugs at any of our properties it will be immediately reported to the police, as drugs are strictly forbidden in the UAE and they carry a zero tolerance policy

It is strongly recommended that you take out adequate travel insurance to cover loss of personal possessions.

Our Access

Any authorized member of Unlock Holiday Homes may at any time with reasonable notice in advance enter the property for inspection, housekeeping and maintenance; or enter the apartment without notice in the event of any emergency or instructed by relevant government authorities. We will do our utmost to minimize disruption during your stay.

Force Majeure

We cannot accept liability for unforeseen events that take place in your accommodation during your stay. Any such events will be considered at Force Majeure and not as negligence on our part, and therefore no refunds will be available. Such events include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, swimming pool closure, power cuts, air-conditioning, failure, lifts out of order, TV telephone or internet service out of order, water shortages, construction noise, evacuation by the authorities and all similar events outside our control.


www.unlockdubai.com will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.

Website Accuracy

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. Please therefore ensure you check all details of your stay (including the price) on your booking acceptance.

Country of merchant domicile


Data Protection

We need to use the information you have provided us as part of the booking process. We will take full responsibility for ensuring that the information provided remains secure. We must pass your information on to certain parties who are involved in your stay, but they will not be passed onto any third party who is unrelated.

Governing Law and Jurisdiction

Any dispute or claim arising out of or in connection with this website shall be governed and construed in accordance with the laws of UAE.