1. Making Your Booking
Reservations can be made directly or indirectly. Direct reservation can take place by completing the online booking form on our website and following the instructions provided. We will take your information, including your credit card details, but no charge will be made at that point (see Clause 2). Secondly, you can contact us directly by telephone where we will take your booking details. In both cases you will immediately be sent a booking confirmation email, which you should review carefully. If there are any inaccuracies, please let us know as early as possible as we cannot be liable if we are notified of any inaccuracies within 2 working days of sending the email. Indirect reservations take place through Travel Portals (such as AirBNB) and Kennedy Towers’s Strategic Partners. In this case the payment is made directly through the portal and the payment terms and conditions can be downloaded directly from the website itself. These reservations will also be followed with a booking confirmation from Kennedy Towers directly.
2. Payment Terms
We take your credit card details as part of the booking process (and to form your deposit). Kennedy Towers accept the following payment methods: Bank transfer, Credit card (Visa and MasterCard), PayPal, Cash or Cheque. All credit card payments are subject to card machine surcharges. There is no surcharge with the bank transfer payment option, although you must pay the relevant bank fees so that we receive the correct amount for your booking.
We reserve the right to change the price of accommodation at any time, although the price of your booking will be confirmed at the time of booking and will not change (subject to errors) unless your period of 48 hours has expired. We reserve the right to correct our prices if errors occur, and we assure you that errors and changes are extremely rare.
4. Security Deposit
You are responsible for the upkeep of the property during your stay. In order to protect our owners’ assets, we take your credit card details when you book the apartment in addition to a refundable cash deposit which will be specified at the time of booking. We reserve the right to charge your credit card in your absence, to cover the cost of any missing or broken items that are not on the inventory list, or damage (such as smoking, stains, scratches, etc.) to the property aside from normal wear and tear. We reserve the right to charge the security deposit for additional cleaning charges (time above the regular checkout clean time) to the value of AED 500 per additional hour, if there are severe cleanliness issue upon checkout. Our authority to do so is valid for up to 10 working days after your checkout date. Intentional neglect and damage is not covered by this deposit provision, and we reserve the right to involve the local police. The agent agrees to pay the deposit back to the guest within 10 working days after check out unless there are any disputes or security deposit claims.
5. Your Party
Only the people included in the booking in the Guest Lounge 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. The passport copies of all guests must be provided to Kennedy Towers at least 48 hours before the scheduled arrival time. This is to ensure coordination with the building security and to register the booking with the local government.
6. Date Changes
If you wish to make any date changes, we must be notified by email as quickly as possible. Even if we are, we cannot guarantee we can make such changes and any date change will be subject to a date change fee of AED 525. 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.
7. Property Changes
If you wish to make any property changes, we must be notified by email as quickly as possible. Even if we are, we cannot guarantee we can make such changes and any date change will be subject to a date change fee of AED 200. 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.
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 4. This also applies to towels and linen provided.
9. Cancellation Policy
If you wish to cancel your stay 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:
10. Arrival and Departure
Upon check-in you must present your booking reference number and your passport or identity card and the credit card you used to make your stay. You will have received instructions on key collection and handover prior to your arrival. Check-in is permitted from 3pm. You must check out before 11am. If the property is left in a very poor state we reserve the right to apply an excess cleaning charge of AED 150. Early check-ins are permitted, although we recommend you make your reservation for one day earlier if your arrival is significantly before 3pm. We can accommodate an early check-in, subject to availability. There will be an additional charge of the hourly rate for every hour before 3pm. Late check-outs are permitted, although we recommend you make your reservation for one day later if your departure is significantly after 11am. We can accommodate a late check-out, subject to availability. There will be an additional charge of the hourly rate for every hour after 11am. If you have not agreed a late check-out and our housekeepers arrives after 11am and to find luggage in the property, they have the right to remove your baggage from the property to enable cleaning for the next guest. If your arrival is delayed until after the check-in date, no refund or amendment is possible under any circumstances.
11. The Property and Services
All properties are furnished to Kennedy Towers standards and include a fully functioning kitchen with appliances and cutlery. A welcome pack will be provided on arrival to ensure the ease of the beginning of your stay. The prices include gas, water, electricity, wireless internet and television. Your price includes linen and towels, which are changed with every clean. 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).
Prior to your stay, our housekeeping team will visit the property to ensure it is clean for your arrival. After your stay there will be a compulsory check out clean; 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 our customer service team to request availability. Charges for the housekeeping are AED 100 per bedroom per clean, with a minimum charge of AED 150 for studio and one-bedroom apartments. 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. We cannot offer a refund if there are issues during your stay, but we will endeavour to fix any issues as quickly as possible.
13. Your Personal Property
We accept no liability for the loss or damage to your possessions during your stay. We expect you to take out adequate travel insurance to cover any valuables that you bring. 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 100 for the courier service. We reserve the right to dispose of any items recovered that are not claimed within 30 days.
14. Keys and Parking
Keys, access cards and parking devices must be returned on your check-out. If unreturned, keys are charged at AED 500 and access cards for either the building or the parking are charged at AED 500. We keep a spare key. In the event that you are locked out, you can contact us. A service fee of AED 100 is charged for any call-outs in this event. 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. 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.
16. Our Responsibility:
We are responsible for providing your accommodation with skill and care. We are not responsible for the following:
17. Your Responsibility
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.
18. Our Access
Any authorized member of Kennedy Towers may at any time enter the property for inspection, housekeeping and maintenance. We will do our utmost to minimize disruption during your stay.
19. Force Majeure
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.
20. Complaints Handling
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 are submitted to the property owner after checkin 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.
21. Website Accuracy
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.
22. Data Protection
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.