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Terms and Conditions

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Terms & Conditions


1. General

The general terms and conditions herein together with the Fee Schedule, Apartment Schedule and Add-Ons (together these “Terms and Conditions“) and the booking confirmation issued by Your Keys confirming your booking (“Booking Confirmation“) constitute your contract with Your Keys and are further supplemented by the internal rules and regulations that apply specifically to the Your Keys where you have booked your stay.

  1. “You” and “Your” and “Customer” means the person making this booking and as specifically named the Guest, and all persons named on the booking (including anyone who added or submitted at a later date).
  2. “Operator” means the service company Your Keys Holiday Homes Rental L.L.C. a company being licensed and based in Dubai.
  3. “Marketing Agent” means he company from whom you confirmed your booking.
  4. “Us” means the Service Operator as defined above.
  5. “We” means both the Service Operator and the Marketing Operator as defined above.
  6. “Property” refers to the property that you have reserved and as shown on your booking confirmation and any other property in which you stay during the period of your booking.
  7. “Booking” means your booking confirmation sent by the Service Operator.
2. Bookings

Bookings can be made by completing the online booking form at the Marketing Agents website or by contacting Us direct by telephone. Once We have received Your booking form and booking deposit we will confirm Your stay by issuing a booking confirmation by email. This booking confirmation will be sent to the party leader. Please check this email carefully as soon as You receive it. Contact Us immediately if any information of the booking confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if We are not notified of any inaccuracies in any document later of our sending it to the party leaders email address, it’s Your sole responsibility to check Your spam/junk box.

3. License not a Tenancy

Guests are granted a limited permission to occupy the Property for temporary accommodation purposes; this is not a residential tenancy agreement under the Dubai residential tenancy legislation.

4. Guest

Only those persons whose names appear on the Booking may use the property and facilities available, no additional persons will be permitted to stay. The number of persons (adults and children) must not exceed the maximum number of sleeping places in the property as indicated on the Marketing Operator website as maybe changed from time to time. The substitution of persons during the rental period is forbidden unless previously agreed by the Service Operator in writing. The Service Operator reserves the right to refuse You entry to Your Property if we are not satisfied that this condition has being strictly followed. In the event that the Property is over occupied we reserve the right to immediately cancel Your reservation with No Refund. You can change the names in Your party by notifying the Service Operator in writing up to 7 (seven) days prior to Your check in date. Any acceptable changes will be subject to an AED 50.00 (fifty dirham’s) administration fee added to Your total booking cost.

5. Payment and Confirmation

In order to confirm Your stay a deposit of 30% of the full payment amount, or full payment of 100% if Your booking starts within 14 days must be paid at the time of booking. The full balance of the cost of Your stay must be received by Us not less than 14 days prior to Your arrival. If You have not paid in full and on time we reserve the right to treat Your booking as cancelled by You. In such case, the cancellation charges set out in clause12 will be payable by You. All online credit and debit card payments by Visa and MasterCard are subject to an additional 2.5% surcharge. There are no surcharges if You choose to pay by Bank Transfer however You are responsible to pay for all charges levied by Your bank to ensure we receive the exact amount due for Your booking. We reserve the right to refuse Your booking.

6. The Cost of Your Stay

We reserve the right to increase or decrease the prices of accommodation at any time. The price of Your stay will be confirmed at the time of booking subject to the correction of errors. We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error. Please note that changes and errors are very rare and only occasionally occur. You must check the price of Your stay before the time of departure from Your origin.

7. Breakage Fee/Security Deposit

When You check in and collect the keys to the Property where You are booked You are required to pay an amount of 3,000 AED as a Breakage Fee or Deposit to the Service Operator on behalf of the property owner, and You are responsible for taking all reasonable care of the Property and all its contents during Your stay. If there is any damage to the Property and/or its contents during Your stay which has occurred due to the negligence, willful default or irresponsible behavior on the part of Yourself or those occupying the apartment or their guests You will be responsible to rectify the matter immediately.

8. Inventory

A full inventory inspection will be carried out by a member of our team prior to Your arrival. As You will be staying in the unit, You will be required to report any missing items within 24 hours of Your arrival. Failure to report any items missing or damaged will result in a charge being levied against Your Breakage Deposit in accordance with clause 6 above after Your departure.

9. Date Changes by You after Confirmation

will be dealt as booking cancellation and provisions of clause 12 shall be applicable.

10. Property Changes by You after Confirmation

will be dealt as booking cancellation and provisions of clause 12 shall be applicable.

11. Special Request

If You have any special request, You must advise us at the time of booking and clearly note it in the extra information section of the booking form. Although we will endeavor to meet any reasonable requests we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part.

We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfillment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.

12. Cancellation by You after Confirmation

Should You need to cancel Your stay once it has been confirmed, the guest must immediately advise Us in writing. Your notice of cancellation will only be effective from the date we receive it. As we incur costs from the time we confirm Your booking and may be unable to re-sell Your period of booking, the following cancellation charges will be payable:

Period Before Arrival                                                         Cancellation Charge
15 nights and more                                      Full Refund less AED 350.00 administration fee
8 –  14 nights                                      65% of Accommodation Charge
7 nights or less                                      100% of Accommodation Charge

Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total accommodation cost of the booking. If You have already received the service for any extras specified in Your booking these will also not be refundable under any circumstances whatsoever. Credit card processing fees are also not refundable in the event of cancellation. Depending on the reason for cancellation, You may be able to reclaim these cancellation charges (less any applicable excess) under the terms of any insurance policy You may have. Claims must be made directly to any such insurance company by You.

13. Changes and Cancellation by Us

If you choose not to accept any of our alternative offers then You can request a full refund less any administration and credit Card processing charges. We regret we cannot pay any expenses, costs or losses incurred by You as a result of any change or cancellation by us. We may be required a s a result of the occurrence of a “force majeure” event (see clause 29 below) be required to change or terminate Your stay after Your arrival but before the scheduled end of your stay. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds, pay You any compensation or meet any costs or expenses You incur as a result.

14. Facilities and Services

All apartments are fully furnished to a high standard and include a kitchen fully equipped with appliances, cutlery, crokery, glasses and kitchen utensils. No items may be removed from the apartment. Unless otherwise specified, the prices quoted include electricity, gas, water and internet service and television /cable license. The price also includes linen and towels sufficient for Your party for the first day of Your arrival. Please ensure that all appliances, lighting, air-conditioning, hot water etc. are turned off unless required and when You are not at the property.

15. Arrival and Departure

On arrival, the Guest must present Your booking confirmation details. Your passport or official identity car, and the credit card used to pay and confirm Your booking, to Us. Unless previously agreed in writing, check in will be permitted from 2:00pm. On departure You must leave the Property before 12:00pm. No refund or amendment can be made to Your booking confirmation under any circumstances whatsoever. Please ensure You have packed all your personal property and leave the property in the same general condition as You found it on arrival, leaving the Property clean, washing any used dishes, removing any rubbish and locking all doors and windows. An excess cleaning charge maximum of AED550 (Five Hundred and Fifty Dirhams) will be charged if we find the property is returned in a poor state compared to when You arrived.
Additional cleaning charges against your reservation will be assessed for abnormal or disrespectful occupancy conditions. Examples include, but are not limited to, the following:

  • Rearranging furniture where more than 1 person is needed to restore,
  • Unusually foul or excessive garbage left in or around cabin (oyster shells, fish guts, strewn litter, vomit, soiled diapers, food in hot tub, cigarette butts, etc).
16. Early Check-in

There will be an early check in fee of 50% (fifty percent) of the same daily rate as charged in Your original booking added to Your reservation.

17. Late Check-out

There will be a late check-out of 50% (fifty percent) of the same daily rate as charged in Your original booking added to Your reservation.

18. Deny to Check-out


19. Pets

Pets of any kind are not allowed on any of our properties without any exception, Pets include without any limitations snakes, mice, dogs, cats and birds.

20. No Party Policy

Your Keys Apartments are located in residential towers, therefore we enforce a strict “No Party Policy” and management reserves the right to evict at any time, any guest who disturbs the quiet enjoyment of others so kindly confirm before doing any such act.

21. Swimming Pool, Jacuzzi, Saunas, Steam Rooms, Gyms and Hot Tubs

If you are staying in an apartment where the above facilities are offered within the building, these facilitate are maintained by the building management company. We cannot be held liable if these facilities are in poor state of maintenance of hygiene, and in such event no refunds will be available. Instances like this are extremely rare and we advise You not to use such facility and to advise Us immediately so we can bring it to the attention of the building management company for their immediate rectification.

22. Maintenance Service

Our maintenance Team regularly inspects all our Properties to make sure everything is in good order prior to Your arrival. As customers spend much more time in any Property than Us, please inform us immediately if You spot anything that requires the attention of the Maintenance Team. Malfunctions can occur to any equipment at any time, even if it is new; we cannot offer any refunds in such event. Once you report any maintenance issue to us, We will endeavor to remedy any problem as quickly as possible and keep You informed. If the property You have booked has an allocated vehicle parking space we accept no liability for any loss or damage suffered to Your vehicle whilst You are using this complimentary facility. If any problem arises from Your use of the parking space allocated You are required to immediately report the problem to the building management company as we have no authority for the maintenance or security area. You use of facility is entirely at Your own risk.

23. Your Personal Property

We accept no liability for the loss or damage to Your personal possessions in any of our properties during Your stay. We reserve the right to dispose of any items recovered that are not claimed within 7 (seven) days after Your departure from Property.

24. Access

All authorized personnel of the Service Operator may at any time access the property for the purpose of inspection, housekeeping, or to carry out repair or maintenance work. We will inform You in advance whenever possible and make every effort to minimize any disruption to Your stay.

25. Storage

Areas for personal items are reserved for the use of the Owner. You understands that certain locked areas of the rental unit are private and not for use by You.

26. The Satellite

Unauthorized use of pay-per-view stations will result in charges towards your deposit. Please contact us and we may be able to arrange Pay-Per-View stations during your stay for additional fees.

27. Drugs

If we discover any evidence of drug use at our properties it will be immediately reported to the police. Drugs are strictly forbidden in the U.A.E.  with a zero tolerance policy. Strict custodial sentences are handed out to those found in possession of any banned substances in the U.A.E.

28. Smoking

All our properties are NON-SMOKING and if our team found any sign of smoking in the properties, there will be a penalty of AED 1000.

29. Force Majeure

Whilst we will make every reasonable effort to assure Your booking does not encounter any problems, due to the very nature of self-catering accommodation, we cannot accept liability or pay any compensation for any unforeseen events that may take place in Your accommodation or that the building where you are staying. Any such events which could not, even with all due care, foresee or avoid, or that are out of the direct control of our company will be considered as Force Majeure and NOT as negligence on our part and no refunds will be available.

30. Medical Problems

If you or any member of Your party has any medical problem or disability that may affect Your stay, please tell us in writing before You confirm Your booking.

31. Passports, Visas and Health requirements

It is Your responsibility to ensure that You are in possession of all necessary travel and health documents (including passports and visas (where applicable) before departure. We reserve the right to cancel your booking if You do not have necessary valid visa for entry into the U.A.E., our standard cancellation terms as set out in clause 12 will apply.

32. Tours and Excursions

If you book any tours or excursions with the Service Operator, they are not deemed to be part of your holiday accommodation.

33. Complaints and Problems

On the day of arrival and upon check-in, you accept that the property is in Good and Well-Maintained condition. In the unlikely event that You have reason to complain if any; the Service Operator will endeavor to put things right as quickly as possible once they have been informed within 24-48 hours. Please do write us your complaints to info@yourkeys. If you leave the property before end of Your booking without authorization by us, you will lose the right for any claim.

34. Prices and Website Accuracy

Please note the information and prices shown on the Marketing Agents website may have changed from time to time. You first inquire, make a booking and then come to stay. Whilst every effort is made to ensure the accuracy of the information and prices at the time of requesting the booking, regrettably errors and changes do occasionally occur. You must therefore ensure You check all details of Your stay (including price) on Your booking confirmation before making payment to proceed.

35. Data Protection

In order to process Your booking and to ensure that Your arrival arrangements run smoothly and meet Your requirements we need to use the information You provide such as name, address, any special needs etc, or as required by U.A.E. law.

36. Marketing

We will hold Your information, when collected by us, and may use it to inform You of any offers in the future. If You do not wish to receive such information please unsubscribe from automatic link we always provide in our electronic campaigns.

37. Amendments to our Booking Terms and Conditions

Our Term and Conditions may be subject to change at any time and without notice. Prior to Your check-in, please consult this page, for the most up to date Terms. A binding contract between us comes into existence when we receive payment from You as set out in clause 5 above. If you decide to cancel after making Your payment our cancellation charges as set out in clause 12 will apply.

38. Confidentiality

You agree that you shall not disclose any information continued within this Agreement to any third party or use the Confidential Information other than in the performance of its obligations under this Agreement, except as we may otherwise authorize and approve in writing prior to any such disclosure or as required in accordance with the law.

39. Notices

Any communication, notice or demand of any kind whatsoever which either Party may be required to serve upon the other under this Agreement shall be in writing in the English language, addressed to the other Party and shall be served by delivering it personally or sending it or emailing or faxing it to the contract details set out in this agreement.

40. Entire Agreement

This agreement and any document this Agreement expressly refers to constitute the entire agreement between the Parties relating to the subject matter of this Agreement and supersedes all prior negotiations, agreements and understandings whether oral or written, between the Parties with respect to the matters contained in this Agreement.

41. Governing Law

This contract and all matters arising out of it are governed by the laws of the United Arab Emirates. We both agree that any dispute arising out of or in connection with your sty will be listened and decided through an order on petition before the Dubai Court urgent matters judge.