Check-In Policy
Written by Artyom Meltonyan
Updated at September 2nd, 2025
- Policy & Procedures
- Check-In / Check-Out
- Booking Related
- Payment Related
- Property Related
- Privacy, Safety & Awareness
- Complaints & Requests
- Procedures, Policies & Guides
- Fujairah Branch
- Business Development
- Vacation and Leave Policies
- POLICIES
- POLICIES
- POLICIES
- Reservation Policies
- Guest Relation Policies
- POLICIES
- POLICIES
- POLICIES
- PROCEDURES
PURPOSE
The purpose of this policy is to outline the procedures and guidelines for the check-in process at Deluxe Holiday Homes to ensure a smooth and efficient experience for guests.
SCOPE
The scope of this policy applies to Guest Support & Guest Relations team involved in the check-in process.
ROLES AND RESPONSIBILITIES
| Department | Description |
| Guest Support Team | The Guest Support Team plays a central role in the seamless management of guest concerns, demonstrating a commitment to prompt resolution through the implementation of clear and effective escalation protocols, empathetic communication strategies, and timely responses. Tasked with ensuring the highest level of guest satisfaction, |
| Guest Relations Officers | Guest Relations Officers (GROs), serving as the primary point of contact, assume the responsibility of personally addressing guest concerns. In instances requiring the involvement of other departments, it is imperative to ensure clear communication with the Customer Support team. This ensures a seamless coordination process, allowing for the timely and effective resolution of guest concerns. |
POLICY
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Check-In Hours:
- Check-in time is set at 2:00PM (for Apartments) & 3:00PM (for Villas), and guests are expected to arrive within this timeframe.
- Early check-in requests: may be accommodated based on availability, subject to additional charges.
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Reservation Confirmation:
- Upon arrival, guests are required to present a valid government-issued photo ID and the booking details to verify the guest identity.
- Guest Relation Officer verifies the reservation details and confirms the guest's identity before proceeding with the check-in process.
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Payment and Security Deposit:
- Guests are required to settle any outstanding payments, including booking payment, additional services and security deposit (if any), before Check-In.
- A security deposit may be authorized on the guest's credit card or via Cash to cover any potential damages or additional charges incurred during their stay.
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Inspection & Handover:
- Guest Relation Officer inspects the house and takes the visuals of the condition of the property at Check-In time for damages or future references.
- Guests are provided with key cards or access codes to their assigned property along with directions and information about amenities.
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Special Requests and Accommodations:
- Guest Relation Office addresses any special requests or accommodations requested by guests (e.g., room upgrades, extra amenities) to the best of their ability and informs the Guest Support team.
- Requests beyond the standard offerings may be subject to additional charges or availability constraints.
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Follow-Up and Feedback:
- Guest Relation Office ensures that guests are satisfied with their check-in experience and addresses any concerns or issues promptly.
- Feedback from guests regarding the check-in process is documented and shared with management for continuous improvement.
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Documentation and Record-Keeping:
- All check-in transactions and guest interactions are accurately recorded in the property management system (PMS) for reference and accountability purposes.
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Emergency Procedures:
- Guest Relation Officers/ Guest Support Team must handle emergency situations during check-in, such as fire alarms, medical emergencies, or security incidents, following established protocols.
Policy Review:
This policy is subject to periodic review and revision to ensure it remains current and effective in managing damages and protecting the integrity of Deluxe Holiday Homes properties.