FAQs

Frequently Asked Questions

Searching Questions - Hotels

1. Can I make a booking for tonight on your website?
Yes, same day bookings are possible on our website.

2. Can I search for hotels by price?
Once you have entered in your search criteria and have been provided a list of available properties, you can sort the list by ‘lowest to highest’ or ‘highest to lowest price’ by clicking on ‘sort by price’ at the top of the list.

3. How can I search for hotels that have rooms large enough for families?

When entering your search criteria you will be requested to advise us how many rooms you require and how many people are to be accommodated in each room.
By entering this information, the website will provide you a list of available properties which would accommodate the number of people you have requested.

4.  Can I refine the search to show hotels in a specific suburb/neighborhood?
Once you have entered in your search criteria and have been provided a list of available properties, you can refine your results by suburb/neighborhood filter from the left hand side of the search results page.
 

Booking Questions – Hotels

1.  How do I book a room?
That’s easy! Just select your destination and enter your dates of travel, plus the number of guests (including children and infants) and the number of rooms required. You also need to enter your nationality.  You can also be more specific by selecting the currency, your preferred star rating and a specific hotel name.

Click SEARCH to get the list of hotels matching your request.

Once you’ve found a hotel you want to book, you will need to provide the guest details and your credit card details.

At the time of reservation you will be instructed on the amount required to be paid immediately (in case of available hotels).

Once the reservation has been confirmed, we will send you an email confirmation and voucher to your email address. Please present the voucher on arrival at the hotel as proof of your reservation.

2. When will my booking be confirmed?
The majority of our hotels are booked with instant confirmation (marked with a green tag as Available). Instant Confirmation bookings are rooms that are immediately available to you via dubaihotels.co.ae advanced XML technology. Your room is confirmed immediately after you have submitted your booking and payment is made.

Some of our hotel rooms are booked on request (marked with a Yellow Tag as On Request). On Request bookings are rooms that are most likely available but yet can only be confirmed after one of our customer service agents contacts the hotel directly. Your room can usually be confirmed within 24 hours after you have submitted your booking. However, in some cases this may take up to 48 hours depending upon a timely response from the hotel.

Once the reservation has been confirmed, we will send you an email confirmation and voucher to your email address. Please present the voucher on arrival at the hotel as proof of your reservation.

3. I have booked a hotel but I did not receive a confirmation by email. What do I have to do?

If you do not receive an email we first advise that you check your junk mail box. If no email has been received please contact our Customer Care team who will re-send the confirmation.

4.  Do you require my credit card details to make a booking?
Yes. For any booking processed by DubaiHotels.co.ae, credit card details are required to complete a booking and full payment by credit card will be charged as soon as the booking has been confirmed. DubaiHotels.co.ae accepts payment by Visa and MasterCard credit cards.

5.  Can I book directly with the hotel?
The special rates listed on our website are only available through us. If you make a booking directly with the hotel they may charge you a higher room rate.

6.  Can I book for someone else?
Yes. When completing our booking form, the guest information field should be the person staying at the hotel. The contact information should be your name and email address. Please also see related payment FAQ: Can I still book if the credit card holder is not a guest?

7.  What name is the booking made under?

The booking is made under the lead guest name.

8.  How can I amend my booking?
To amend a booking, please complete and submit our amendment form. Please also note our amendment policy

9. How can I cancel my booking?
To cancel a booking, please complete and submit our cancellation form. Please also note our cancellation policy

10. What if I wish to extend my stay?
Just complete our Hotel Search box on DubaiHotels.co.ae and then press the "Search" button. All hotels that are available during your selected period will be displayed.

11. Do I need to re-confirm my reservation?
No. You do not need to re-confirm your booking either with us or with the hotel. If you have any questions about your booking before you depart, please contact our Customer Care Team, who will be happy to help you.

12. The hotel has no record of my booking?
If you contact a hotel directly regarding your booking they may not have any record of your booking. This is because the rooms are often allocated by hotels. The room booking details including guest names are summarized and sent to hotels normally 72 hours before check in.

If you wish to place any special requests directly with the hotel (e.g. book car parking, request flowers, etc.) we can arrange the release of your name(s) to the hotel immediately. Please contact our Customer Care Team, who will be happy to arrange this for you.

13. My flight is delayed, what happens to my hotel booking?
All hotel rooms will be held until 8.00AM the following morning.

14. I have a problem with my booking, who do I contact?
Please contact our reservations department (open 24 hours 7 days a week):
Instant Chat: Live Chat
Email: via our enquiry from
Telephone: +971 4 294 6060
Mobile: +971 50 540 2520 or 050 540 2580 
Fax: +971 4 294 6069

15. Are special requests guaranteed?
All special requests e.g. early check-in, late check-out, room views, non-smoking room, connecting room, etc. are subject to availability upon check in and cannot be guaranteed.

16. How do I check-in at the hotel?
You can check-in with our hotel voucher & your passport.

17. What do I do if I am not satisfied with the hotel?
If this happens, the first thing you should do is report any problem to the hotel staff and/or management, so they have the chance to resolve the issue with you. If this doesn’t work out the way you’d like, please feel free to contact our Customer Care Team immediately, so that we can help.

Please don’t wait until after you return home to contact us, as by then it may be too late to fix the problem. We want you to enjoy your stay while you’re there!

18. What is your hotel room cancellation policy?
Please refer to our Cancellation Policy

19. What time can I check-in and check-out?
Check-in time: is normally from 14.00 hours
Check-out time: is normally before 12.00 hours
Early Check In and Late Check Out requests are subject to room availability of individual hotels and cannot be guaranteed. The hotel's reception staff will advise you upon check in.

20. What does an "Instant Confirmation" booking mean?
On our hotel search result, the hotels that display "Available" are our instant confirmation hotel booking. We can offer immediate booking confirmation after you have completed our booking and payment forms.

21. What is the definition of room types?
Single room: may contain 1 single bed or 2 single beds.
Double room: has 1 large bed, big enough for 2 people.
Twin room: has 2 single beds for 2 people.
Triple room: accommodates 3 people. A triple room is composed of either a large bed or 2 single beds, plus also has an extra rollaway bed.

22. What does "Room Only" mean?
"Room Only" means no meals is included in the displayed room rates.

23. What does "Bed and Breakfast" mean?
"Bed and Breakfast" means breakfast is included in the displayed room rates.

24. What does "Half Board" mean?
"Half Board" means breakfast and one main meal are included in the displayed room rates.

25. What does "Full Board" mean?
"Full Board" means breakfast and two main meals are included in the displayed room rates.


Rates Questions - Hotels

1.  Are taxes and service charges included in the room rates?
Yes. Our room rates include all taxes and service charges. There is no booking fees or any other hidden or extra costs for booking through Dubaihotels.co.ae

2. Do I pay a reservation fee?
No, DubaiHotels.co.ae does not charge any reservation or credit/debit card fee. The price that you see before you click book will be the total price that you pay. We have no hidden fees.

3.  Are the hotel rates on your website per person or per room?
All the hotel rates listed on our website are per room.

5.  Do your room rates include transfers?

No, authorized public taxi stands at all major airports provide an economic method of transport to your hotel. Please ensure that you agree a price before commencing your journey or that the driver has set the meter.

6.  Do children receive discount rate?
Usually but not always children under 12 years of age can stay for free in twin or double rooms using existing bedding. Children are often charged for breakfast or meals at the hotel. Policies regarding children vary from hotel to hotel.
Any child 12 years old and above is considered an adult by the hotel industry and normal adult charges will apply.
Free baby cots for babies are on request and are only suitable for children under 2 years old.

7. Why is the price different from when I last checked?

DubaiHotels.co.ae uses various hotel suppliers in order to give you the best choice and value for money. Prices can change based hotel availability, time of year and currency fluctuations.

In order to guarantee the price you see, we advise you to place your reservation immediately. Once a booking has been made and payment received, the price paid will not change.

Payment and Billing Questions

1. Do you charge a credit card fee?
No, DubaiHotels.co.ae does not charge any reservation or credit card fee. The price that you see when clicking ‘proceed to checkout’ against a hotel will be the total price that you pay.

2.  What credit cards do you accept?

We accept payment by VISA and MasterCard credit cards.

3.  What name will appear on my credit card statement?
Your credit card statement will show your payment under the name of Arabia Horizons Tours, Dubai

4.  Is online booking secure?
Yes, when you submit your credit card information it is sent to our bank via https (hypertext transfer protocol secure) instead of being sent via http (hypertext transfer protocol). "Https" is the industry standard for secure Internet data transmission.

5.  What security measures do you use to ensure credit card security?

We take the issue of security seriously, you can submit your credit card details with confidence. Our secure server software (SSL) is the industry standard and is amongst the best software available today for secure e-commerce transactions. It encrypts all of your personal information, including credit card number, name, and address so that it cannot be read as the information travels over the Internet.

6.  When do I need to pay for my booking?

For Available bookings, full payment needs to be made at the time of booking. Whereas for On Request bookings, we only pre-authorize the credit card at the time of booking and your credit card is only charged once the booking has been confirmed.

7.  Can I pay directly to the hotel upon arrival?
No, you cannot pay the hotel upon arrival, we require that bookings must be paid in advance to us before check in.

8.  Can I still book if the credit card holder is not a guest?
Yes, you can book when the credit card holder is not a guest, but we may request additional information (photocopies of actual credit card and signed passport) for verification, as part of our credit card security procedures. The request for this will be sent to you via email. If this additional information is not provided we reserve the right to cancel the booking and release any credit card pre-authorization. We operate this procedure due to help protect credit card holders from fraud.

9. My credit card has been declined. What should I do?
There are several reasons why your credit card may have been declined. These include:

  • Your card type is not accepted.
  • You have reached your credit limit.
  • The amount is above the daily limit you have set on the card.
  • The address you entered is not the correct billing address of the card.
  • You entered an incorrect digit, expiry date and/or security Code. (Security Code is the last 3-digit number on the signature area of the card).
  • Your card has not been set up to allow internet purchases.
  • You card is not permitted to accept the currency of the reservation.
  • As an anti fraud measure, although you are within your card limit some credit card issuers will not authorize payments that are of a high value or outside your normal spending pattern. Please contact your credit card issuer.
  • You have provided us with your debit card details instead of credit card details (we only accept credit cards).
  • You have provided us with corporate credit card details. Regretfully, our bank will not accept this type of credit card. Please use alternative an alternative credit card.
  • There is a computer-generated error.

If you experience difficulties, may we suggest using an alternative credit card.

Our website allows up to 3 attempts to enter your payment details before asking you to contact us. Our Customer Care Team will then try to place the reservation for you. Our Customer Care Team cannot provide detailed information as to why your credit/debit card has been declined. Nor do they have access to the credit card details you have entered on the website.

10. Can I get an invoice (tax receipt) for my booking?
Yes, will be pleased to send you a printed company headed invoice (tax receipt). To request an invoice (tax receipt): Please state in the comments field of our payment form "invoice is required"  at the time of making a booking. We will then email an invoice under the name and address provided.

11. When will I receive my refund?
Refunds normally take between 7- 21 working days.
We will submit your refund details to our bank. Our bank will then instruct your credit card issuer to refund your account. Refund process time also depends on your credit card issuer's policy.

12. What is "Verified by Visa and the MasterCard Secure Code"?
Verified by Visa and MasterCard Secure Code adds an extra layer of security when you enter credit card information online. This helps prevent unauthorized online use by you confirming your identity with an additional password.
Password requirements are determined and vary by each Visa and MasterCard card issuer. Contact your credit card issuer to obtain your password.

13. What currency will my credit card be charged in?
Your credit card will be charged in the currency stated in our payment receipt (AED United Arab Dirhams).
 

Why book with DubaiHotels.co.ae