Frequently Asked Questions
Few FAQs to help our guests clear their questions
What time is check-in and check-out?
Our check-in time is 2 PM for apartments and 3 pm for Villas and Townhouses. The check-out time is set for 11 am for apartments and 12 pm for villas and townhouses. Early check-in or late check-out may be available upon request and subject to availability.
What are the accepted methods of payment?
We accept the following methods of payment:
- Debit or credit cards through our online payment portal or POS terminals. We also accept payments through our partner OTAs like Airbnb and Booking.com
- Bank transfers (payments must credit at least 1 day before the booking date)
- UAE cheques (to be cleared 48 hours prior to check-in)
- Cash
- Cryptocurrency (USDT)
Is there parking available?
Yes, all of our accommodations have car parking. The number of parking spaces typically corresponds to the unit size, as detailed in our listings. If you require additional parking space, our guest support team can assist you, with possible additional charges applicable.
Do you offer Wi-Fi?
Yes, complimentary Wi-Fi is available throughout the stay premises for all guests.
Are pets allowed?
We understand that pets are part of the family! Please note that only specific units in our inventory accept pets, and additional fees are determined on a case-by-case basis. If approved by the Operator for your chosen property, the Pet Addendum must be submitted before your stay, along with full payment of the applicable Pet Fee.
Can I request a crib or extra bed for my room?
Yes, cribs or extra beds may be available upon request. Please note that there is an additional charge for this service. You can let us know your requirements when making your reservation for timely assistance.
Are there any facilities or amenities available for guests to use?
Our properties are fully equipped and furnished, providing amenities such as complimentary WiFi, kitchen appliances, toiletries, central air conditioning, and more. The additional amenities and facilities available for guests are listed in the property details. Once your booking is confirmed, you’ll receive comprehensive information. For any further inquiries, feel free to reach out to our reservations team.
Is there a shuttle/cab service to nearby attractions or the airport?
While we don’t offer a dedicated shuttle/cab service, many of our properties are conveniently located near public transportation options. Guests can utilize popular ride-sharing services such as Careem, Uber, and Hala cab applications to easily access nearby attractions.
What are the dining options available on-site or nearby?
For dining options, you can explore dine-in or food delivery services available nearby. You can use the following options when staying at any of our properties in Dubai:
- InstaShop: Offers fast grocery delivery to your doorstep.
- Talabat: Provides a variety of food delivery and dine-in options from various restaurants.
- Deliveroo: Order food from a selection of restaurants with Deliveroo.
- Careem: Careem food delivery service is also available throughout the country.
If you’re staying in Fujairah, you can use Talabat for home delivery. Our team is also available to recommend nearby restaurants for dining in or ordering out. Just call our Fujairah support team at +97143920202
Can I store my luggage if I arrive before check-in or need to check out but want to explore the area?
Luggage storage availability varies depending on the building and unit. Please inquire upon arrival for assistance.
Is there a concierge service available to assist with booking tours or reservations?
We are currently in the process of implementing a concierge service for tour bookings and reservations. Updates will be provided once the service is launched.
What hygiene measures are in place at your units?
To prioritize the safety of our guests and staff, we’ve implemented enhanced cleaning protocols and hygienic measures aligned with local health guidelines. Our units undergo thorough cleaning before each guest’s arrival, and fresh linens are provided for every stay.
How do I contact the guest support for assistance during my stay?
To access guest support during your stay, you can reach out to us via our support number at +971 (4) 392-0202 or email us at [email protected]. Our team is available to assist you promptly. In case of emergencies, please contact the local emergency services immediately for assistance.
Are there any additional fees or charges I should be aware of?
No, there are no hidden charges or additional fees when booking. All charges are transparent and fully outlined on our website. Additional services like extra beds or cribs may incur supplementary charges which are also outlined in the property listing. Please feel free to inquire about any additional services you may require.
How do I make a booking?
You can make a booking through our website by selecting your desired dates, location, and property type. Alternatively, you can contact our customer service team for assistance with your booking.
What payment methods are accepted to secure a booking?
We accept the following methods of payment:
- Debit or credit cards through our online payment portal or POS terminals. We also accept payments through our partner OTAs like Airbnb and Booking.com
- Bank transfers (payments must credit at least 1 day before the booking date)
- UAE cheques (to be cleared 48 hours prior to check-in)
- Cash
- Cryptocurrency (USDT)
Is there a security deposit required?
Yes, a security deposit may be required upon booking to cover any potential damages or additional charges during your stay. The security deposit amount will vary depending on the property.
Are there any additional fees or charges?
No, there are no hidden charges or additional fees when booking. All charges are transparent and fully outlined on our website. Additional services like extra beds or cribs may incur supplementary charges which are also outlined in the property listing. Please feel free to inquire about any additional services you may require.
Can I make changes to my booking after it has been confirmed?
Changes to bookings, such as modifying dates or adding extra guests, may be possible depending on availability and the property’s policies. Please contact our reservation team as soon as possible to discuss any changes.
What is your cancellation policy?
Our cancellation policy varies depending on the property and the time of booking. For a more generic policy, please refer to the terms and conditions outlined during the booking process or contact our reservations team for more information. For info on refunds, refer to the following link:
Refund Policy
Other reservations booked through an international portal will be subject to the cancellation and refund policies listed on that portal.
How do I access the property upon arrival?
Before your arrival, you’ll receive detailed instructions on accessing the property. Our customer service team is also on hand to assist you if required.
Our reservations team is also on hand to assist you if required.
Is there a minimum stay requirement?
Some properties may have a minimum stay requirement depending on the time of year and availability. This information varies for each property and will be provided during the booking process.
How do I check in to the property upon arrival?
Before your arrival, you’ll receive detailed instructions on accessing the property. Our customer service team is also on hand to assist you if required.
What are the check-in rules and guidelines?
To ensure a hassle-free check-in, please follow the provided instructions before your arrival. We will also provide you with a set of house rules and guidelines to ensure a comfortable and enjoyable stay.
House Rules
Is there a minimum age requirement for guests staying at the property?
As per DET regulations, all our properties have a minimum age requirement of 18 years for primary guests booking and checking in the property.
Can I request additional amenities or services before checking in?
Yes, you can request additional amenities or services at the time of booking or before your arrival. Simply let us know your specific needs, such as a crib, high chair, additional bed, or linens, and we’ll do our best to accommodate. Please note that charges may apply.
Can I have guests visit me during my stay?
Some properties may have restrictions on the number of guests allowed or require prior approval for visitors. Please refer to the house rules and guidelines provided before your arrival for more information.
Where can I find the information about grocery stores or restaurants before checking in?
For dining options, you can explore dine-in or food delivery services available nearby. You can use the following options when staying at any of our properties in Dubai:
- InstaShop: Offers fast grocery delivery to your doorstep.
- Talabat: Provides a variety of food delivery and dine-in options from various restaurants.
- Deliveroo: Order food from a selection of restaurants with Deliveroo.
- Careem: Careem food delivery service is also available throughout the country.
If you’re staying in Fujairah, you can use Talabat for home delivery. Our team is also available to recommend nearby restaurants for dining in or ordering out. Just call our Fujairah support team at +97143920202
What should I do if I encounter any issues about my stay before checking in?
If you encounter any issues or need assistance before checking in, please contact our reservations team immediately on 043920202. We are available 24/7 to address any concerns and ensure you have a pleasant experience.
What time is my check in?
Our check-in time is 2 PM for apartments and 3 pm for Villas and Townhouses. The check-out time is set for 11 am for apartments and 12 pm for villas and townhouses. Early check-in or late check-out may be available upon request and subject to availability.
What should I do if I arrive outside of check-in hours?
Check-in outside standard hours might be available upon request and subject to availability. Please contact our reservations team in advance to arrange alternative check-in arrangements. We will do our best to accommodate your arrival time.
Is there a check-in process or registration required upon arrival?
You’ll be asked to provide some verification documents during booking. Additionally, specific properties may have additional requirements upon arrival. This information will be provided in your pre-arrival instructions.
What do I do if I encounter any issues with the property upon check-in?
If you encounter any issues with the property upon check-in, such as cleanliness concerns or maintenance issues, please contact our customer service team immediately. We will work to resolve the issue as quickly as possible.
Can I request additional amenities or services at check-in?
Yes, you can request additional amenities or services at check-in. Simply let us know your specific needs, such as a crib, high chair, additional bed, or linens, and we’ll do our best to accommodate. Please note that charges may apply for some services.
How do I operate the appliances and amenities on the property?
Detailed instructions for operating appliances and amenities, such as the heating/cooling system, TV, dishwasher, etc., will be provided in the guest manual located within the property. If you need further assistance, please contact our team.
What should I do if I encounter any maintenance issues during my stay?
If you encounter any maintenance issues during your stay, such as a plumbing problem, malfunctioning appliance, or a cleaning issue, please contact our customer service team immediately. We will arrange assistance as soon as possible.
Are there specific garbage disposal instructions I should follow?
Trash / Waste (please put all trash into recycling bags and throw it into the garbage box (located on the same floor of your property, labeled as GARBAGE or WASTE room). Guests must not leave rubbish in public or common areas.
Can I have packages or mail delivered to the property during my stay?
Some properties may allow for package delivery, but it’s best to check with our customer service team beforehand to ensure proper arrangements can be made. Please note that the property owner or manager will not be responsible for lost or stolen packages.
Can I use the amenities on the property, such as the pool or barbecue grill?
Yes, guests are typically welcome to use the amenities provided in the building. Please review any usage guidelines or restrictions outlined in the guest manual.
Are there any rules or guidelines I should be aware of regarding noise levels or behavior?
Yes, please adhere to the house rules and guidelines provided in the guest manual. This may include rules regarding noise levels, quiet hours, and respectful behavior toward neighbors.
Can I extend my stay if I decide to prolong my vacation?
Extending your stay depends on the availability of the unit. We recommend informing our reservation team as soon as possible. If the property is available, we’ll do our best to accommodate your request. If not, we’ll assist you in finding the best alternative.
What time is check-out?
The check-out time is set for 11 am for apartments and 12 pm for villas and townhouses.
How do I check-out of the property?
Before departing, please ensure that all windows and doors are securely closed and locked and that all lights and appliances are turned off. Return any keys or access cards to the designated drop-off location as instructed in your pre-arrival information. Make sure you inform us about your checkout.
Can I request a late check-out?
Late check-out may be available upon request and subject to availability. Please contact our reservations team as soon as possible if you require a late check-out, and we will do our best to accommodate your request.
What should I do with used linens and towels?
Used linens and towels can be secured in one place for us to make sure that there are no missing/damaged items. Our guests are not required to wash used linens and towels as our dedicated laundry team. Guests will be liable to incur costs for any missing/damaged items.
Can I leave my luggage at the property after check-out if my flight or travel arrangements are later in the day?
Depending on availability, luggage storage may be possible after check-out. Please contact our customer service team in advance to inquire about luggage storage options.
How do I return any rented equipment or accessories (e.g., beach chairs, bicycles) before check-out?
Rented equipment or accessories should be left on the property. Our team will collect it after the guest checks out. Guest will be liable to incur costs for any missing/damaged items.
What should I do if I accidentally damage something during my stay?
If you accidentally damage something during your stay, please report it to our customer service team immediately. We understand that accidents happen, and we will work with you to resolve the issue.
Can I request a copy of my invoice or receipt for my stay?
Yes, you can request a copy of your invoice or receipt for your stay by contacting our customer service team. We will be happy to provide you with the necessary documentation.
How can I leave a review of my stay?
You can leave a review of your stay by completing a guest satisfaction survey, which will be emailed to you after check-out. Additionally, you can leave a review on our website or on third-party review platforms such as TripAdvisor or Google. You can also contact our customer service for any feedback.
Is my feedback important to you?
Absolutely! We value your feedback as it helps us improve our services and ensures that future guests have a great experience. Please feel free to share any comments or suggestions with us.
How do I request a return trip or book another stay with your company?
You can book another stay with our company by visiting our website and searching for available properties for your desired dates. Alternatively, you can contact our customer service team for assistance with booking your return trip.
Are there any discounts or promotions available for returning guests?
We appreciate your loyalty as a returning guest! Please check our website or contact our reservation department for any special discounts or promotions available for returning guests.
Can I request the same property for my return trip?
If you would like to book the same property for your return trip, please check availability on our website or contact our reservation department. We will do our best to accommodate your request, subject to availability.
How can I stay updated on new properties or special offers?
To stay updated on new properties, special offers, and promotions, please subscribe to our newsletter or follow us on social media. You can also check our website regularly for updates.
Can I refer friends or family to your company?
Yes, we appreciate referrals! If you have friends or family who are interested in booking a holiday home, please refer them to our company. You can also inquire about any referral programs or incentives we may offer.
What should I do if I encounter any issues with my return trip booking?
If you encounter any issues with your return trip booking, such as availability concerns or booking errors, please contact our customer service team immediately. We will work to resolve the issue as quickly as possible.
How can I provide feedback about my return trip experience?
You can provide feedback about your return trip experience by completing a guest satisfaction survey, leaving a review on our website, or contacting our customer service team directly. We welcome your feedback and strive to continually improve our services.
Gua Gua holiday home LLC is a DTCM licensed Operator managing vacation rental apartments for short term stay in Dubai. With a handpicked collection of properties, our guests will enjoy boutique and authentic experience and live in real homes like locals, while enjoying housekeeping and concierge services like in luxurious hotel. All our holiday homes offer a stylish living experience and excellent value.
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