Frequently asked questions
Reservations & payment
How do reservations work? +
Search available properties, review complete pricing and policies, and complete secure online payment. You'll receive a booking confirmation with a reference by email.
What guest information is required? +
The lead guest's full name, email, telephone, country of residence and the number of adults and children. Additional identification may be requested pre-arrival in line with UAE guest registration requirements.
Which payment methods are accepted? +
Major credit and debit cards processed through our authorised payment provider. Card details are handled by the payment provider and are not stored on this website.
Do you provide payment receipts? +
Yes. A payment receipt is available on the booking confirmation page and by email.
Do you take a security deposit? +
Some properties require a refundable security deposit. Any deposit and its terms are disclosed before payment on the property page.
Are there additional charges? +
Cleaning, service and applicable taxes or statutory charges are shown in the total before payment. Optional extras are charged separately if confirmed.
Check-in & the stay
What are the check-in and check-out times? +
Standard check-in is from 15:00 and check-out is by 11:00. Property-specific times are shown on each listing and repeated in the confirmation.
Can I request early check-in or late check-out? +
You may request these at booking or during the stay. Requests are subject to availability and are not automatically guaranteed.
Can I bring children or additional guests? +
Most properties welcome children. All guests must be declared at booking. The maximum occupancy shown on the property page must not be exceeded.
Are pets allowed? +
Only at properties explicitly marked pet-friendly. Additional cleaning terms may apply.
Is smoking permitted? +
Smoking indoors is not permitted at any Harbour & Palm managed property.
Are events or parties allowed? +
No. Events, parties and gatherings beyond the declared guest number are not permitted.
Cancellation, refunds & changes
How does cancellation work? +
Each rate plan (Flexible, Moderate, Non-refundable) has specific terms displayed before payment and repeated in the confirmation.
How is a refund processed? +
Approved refunds are returned to the original payment method. Banking processing times vary by card issuer and are outside our control.
Can I change my booking? +
Requests to amend dates or guest details are considered subject to availability, the rate plan and any resulting rate differences.
During the stay
Who do I contact if there's a property issue? +
Reservations and local support are available before, during and after the stay. Contact details are in the confirmation email.
What if I leave something behind? +
Contact reservations. Where recovery is possible, delivery costs are the guest's responsibility.
Monthly stays & support
Do you offer monthly accommodation? +
Yes — many properties accept stays of 28 nights or longer with tailored pricing on enquiry.
How do I reach customer support? +
By email, phone or WhatsApp — details are on the Contact page and in every booking confirmation.