Good to know
Questions, answered.
Arrival times, transfers, children, dietary needs and how booking works. If your question is not here, our team is a call or a message away.
ArrivingWhat time are check-in and check-out?
Check-in is from 15:00 and check-out is until 12:00. We hold luggage, offer showers in the Hammam and can usually arrange an early arrival or late departure if you ask when you book.
ArrivingHow far is the airport?
Dubai International (DXB) is about 12 minutes by car outside the rush hour. We meet every guest who books a transfer at arrivals; the house car costs AED 250 each way and is included for Creek House Suites, the Residence and the Villa.
ArrivingIs there parking?
Yes. Valet parking is complimentary for hotel and restaurant guests, and there are charging points for electric cars.
RoomsCan you add a bed for a child?
Horizon Suites, Creek House Suites, the Residence and the Villa take children's beds and cots at no charge. Palm Court and Garden Terrace Rooms are best for two adults, with a cot available for babies.
RoomsDo you accept pets?
Small dogs up to 10 kg are welcome in the Garden Terrace Rooms and the Villa, which have their own outdoor space. Please tell us when you book.
RoomsAre any rooms accessible?
Two Palm Court Rooms are fully accessible, with step-free showers, grab rails and lower fixtures. The pool, Marsa and the Majlis have step-free routes and the Hammam has a hoist on request.
DiningDo I need to book Marsa or Samar?
Hotel guests always have a table at breakfast. For dinner at Marsa and evenings on Samar, booking a day ahead is wise from November to April, and the concierge can do it for you.
DiningDo you cater for dietary needs?
Yes. Every menu marks vegetarian, vegan and gluten-free dishes, and our chefs cook for allergies when we know in advance. Tell us in your booking notes.
BookingHow does the booking request work?
Send the form with your dates and room. A reservations manager checks availability and replies by email within one business day with a confirmed rate. Nothing is charged until you accept it.
BookingWhat is the cancellation policy?
Flexible rates can be cancelled free of charge up to 7 days before arrival; after that the first night is charged. Prepaid offers are non-refundable unless stated otherwise.
BookingDo rates include taxes?
Rates are shown in UAE dirhams per room per night and include breakfast. Dubai tourism fees, service charge and VAT are added to the final bill and listed clearly on your confirmation.
StayWhat happens during Ramadan?
The hotel stays fully open. Marsa serves breakfast and lunch in a screened room, and an iftar and suhoor menu is served on the terrace each evening. Samar opens after iftar.
Still wondering?
Ask a person, not a page.
Our reservations team answers every message within one business day, and usually much sooner.