Your reservation and the accommodation agreement made with the Operator involving the Property (whether made by you directly with the Operator or via a third party such as a travel agent) will be subject to these Reservation Terms and Conditions and the House Rules as set out herein.
When you make your reservation, whether online or by telephone, you will be deemed to have read, understood, and accepted these Reservation Terms and Conditions and the House Rules.
When you make your reservation, you will be also deemed to have read, understood and accepted the terms and conditions for using the Operator’s website (which shall mean foxriver.ae and the related web pages accessible from it) and any relevant terms and conditions shall be deemed to be incorporated into your reservation and the accommodation agreement with the Operator.
Reservations can take place by directly getting in touch with one of our sales managers or through our website by completing the online booking form and following the instructions given. A booking confirmation e-mail will be sent. It is your responsibility to provide the correct information, kindly let us know if any inaccurate information in the booking confirmation e-mail. We cannot be liable for the inaccurate information.
We reserve the right to change the price of accommodation at any time. However, your booking price will be confirmed at the time of booking. We reserve the right to correct our prices if errors occur. All our prices vary on a season, and it is not fixed.
You are responsible for the upkeep of the property during your stay and shall be primarily liable for any damage to the Property or the Property’s furniture or equipment or to other Guest or their personal property caused intentionally or negligently by them or their Visitors or pets (if any). Liability for damage is determined in accordance with general damage liability principles.
In order to secure property assets, your credit card details will be taken when you book the apartment. Moreover, a refundable security deposit will also be taken which will be specified at the time of booking.
The Security Deposit may be deducted automatically without notice by Operator at its sole discretion in order to:
The security deposit is refundable within 7-14 working days after check-out via bank transfer unless there are any disputes or security deposit claims. Intentional neglect and damage are not covered by this deposit provision.
We accept the following payment methods: cash collection, cash deposit into our account through ATM machine, bank transfer and card payment (all card payments are subject to card machine surcharges). There is no surcharge with the bank transfer payment option, however you must pay the relevant bank fees so that we receive the correct amount for your booking. Please note that we do not guarantee availability unless payment and booking has been made. Also, all payments must be received fully at least 3 days before your arrival otherwise we will not be able grant access to the property.
Passport copies of all Guests including children must be provided upon making reservation. This is to ensure coordination with the building security and to register the booking with the local government. Only the people included in the booking may use the property and its facilities. No additional people are allowed to stay. The maximum number of people must not exceed the number of sleeping spaces shown on the website. Name changes are permitted, and the Bookings Manager must be notified in writing up to 7 days prior to your check in. If you have any pets, it is your responsibility to notify us about having pets (please see clause 17)
If you wish to make any date changes, we must be notified by email as quickly as possible, subject to availability and it is not guaranteed. Date change fee AED 750 + VAT applicable. However, if you require date changes less than 14 days prior to your check-in, this will be treated as a cancellation and will be subject to the cancellation fees.
If you wish to make any property changes, we must be notified by email as quickly as possible, subject to availability and it is not guaranteed. Property changes fee AED 750 + VAT applicable. However, if you require property changes less than 14 days prior to your check-in, this will be treated as a cancellation and will be subject to the cancellation fees. (Refer to clause 11)
Prior to your check-in, a full inventory will be undertaken by our inventory manager. You will be required to report any items missing from the inventory within 24 hours of arriving. Failure to report any items which are missing or damaged will result in a charge being levied against you, as per clause 5. This also applies to towels and linen provided.
If you wish to cancel your stay, or depart early, after you have confirmed your booking, you must immediately advise us in writing. Your notice of cancellation is only valid from when we receive it in writing. Because we incur costs from the moment of your booking confirmation and the process of the property calendar being blocked prevents other bookings from taking place, the following cancellation charges are applicable:
i.e if the booking value is AED 10,000.00, in case of cancellation 14 days or more prior to your check in date then only AED 8,000.00 will be refunded.
i.e if the booking value is AED 10,000.00 in case of cancellation 7-13 days prior to your check in date then only AED 5,000.00 will be refunded.
i.e if the booking value is AED 10,000.00 in case of cancellation 0-6 days prior to your check in date or early depart, there will not be any refund.
Upon check-in you must present your booking reference number, passport or identity card of all Guests who will be staying in a property. We have self-check-in from 3 PM. You will have received instructions on key collection and handover prior to your arrival. Early check-in is possible, subject to availability and early check-in fee applicable (AED 100 + VAT per hour). Self-check-out is before 11am. Late check-out is possible, subject to availability and late check-out fee applicable (AED 200 + VAT per hour). If the property is left in a very poor state, we reserve the right to apply an excess cleaning charge of AED 500 + VAT. If you have not agreed a late check-out and our housekeepers arrives after 11am and find luggage in the property, they have the right to remove your baggage from the property to enable cleaning for the next guest. We are not liable for any of your belongings left or forgotten behind. If your arrival is delayed until after the check-in date, no refund or amendment is possible under any circumstances.
All properties are furnished to our standards and include a fully functioning kitchen with appliances and cutlery. The prices include gas, water, electricity, wireless internet, and television with basic local channels. Your price includes one set of linen and 2 towels per room on arrival. The common facilities are the responsibility of the building management company and we cannot be held liable if these facilities are in a poor state of repair (although this is extremely rare). Please note that you are renting a property in a residential building where you must follow building’s policy. We are not liable for any maintenance jobs decided to be done by the building management. All our properties strictly non-smoking if any breach, smoking fee AED 2,100 + VAT applicable with immediate payment.
Prior to your stay, the housekeeping team will visit the property to ensure it is clean for your arrival. After your stay there will be a compulsory check out cleaning; the cost of this will be deducted from your security deposit if not paid for previously. If you require additional housekeeping throughout your stay, please contact your operational manger to request availability and cost. The payment of requested cleaning must be done upfront. We regularly run maintenance checks on the properties. Please inform us if there are any maintenance issues during your stay and we will act on this as early as possible. Please note that these are residential properties and maintenance issues are sometimes hard to prevent. The maintenance team can enter the property and assist with the issue only during working hours. We cannot offer a refund if there are issues during your stay, but we will endeavour to fix any issues as quickly as possible.
We accept no liability for the loss or damage to your possessions during your stay. We also accept no liability for personal property that you forget to pack or leave behind. If we recover lost property, you will be required to pay all shipping costs and an additional charge of AED 250 + VAT for the courier service. We reserve the right to dispose of any items left or forgotten behind after check out.
Keys, access cards and parking devices must be returned on your check-out. If unreturned, keys are charged each at AED 750 + VAT and access cards for either the building or the parking are charged each at AED 1,000 + VAT. In case if you lock out yourself, we can send a lock changing company, additional cost applicable please contact your sales manager to check the availability and cost. We accept no liability for any damage caused to your vehicle when parked in one of the allocated parking bays.
Since we operate in different buildings with separate community management policies, there are different policies regarding pets. Please check with your sales manager at the time of booking to see if it is possible to accommodate pets in the property. If it is possible, the stay will be subject to a discretionary Pet Fee based on the size of the animal and the number of animals who will reside in the property along with the security deposit amount increase. This is to account for the extra cleaning which will be required upon checkout. We will require all pets to be house trained and for pet owners to be conscious of the local community and the policies for pets in the building.
We are responsible for providing your accommodation with skill and care. We are not responsible for the following:
You are responsible to act and behave in a respectable manner so as not to disrespect any neighbours or the local community. 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:
It is strongly recommended that you take out adequate travel insurance to cover loss of personal possessions.
Any authorized member of our Team may at any time enter the property for inspection, housekeeping, and maintenance. We will do our utmost to minimize disruption during your stay.
In addition to any appropriate remedies as provided by applicable laws or regulations, the Operator shall have the right to either forfeit the Security Deposit or to immediately evict the Guest from the Property (due to repetition) in case of commission by the Guest or his/her Visitors of any of the following:
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.
If you have any reason to complain, you must immediately inform us in writing. Any complaints received after your booking has expired will not be accepted. The guest understands that the rental income for the bookings is submitted to the property owner after making the booking and any decisions regarding compensation are at the sole discretion of the property owner. Your stay will be governed by the local laws in the city where the property resides.
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. You must therefore ensure you check all details of your stay (including the price) on your booking acceptance.
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.