FAQ – Answers to Your Frequently Asked Questions
What is the time of Check-in and Check-out?
Check-in time is 15:00 hrs., and check-out time is 12:00 hrs. Guests are welcome to use our Day Lounge facility, complete with changing & shower room and a comfortable living room when waiting for the rooms to be ready or to use our recreational facilities. In the event that late check-outs can’t be extended the day lounge remains at the disposal of the guests on a complimentary basis.
Is there any deposit required?
A damage deposit of AED 500 is required on arrival, which can be collected as cash or credit payments. You should be able to reimburse upon check-out, and your deposit will be refunded in full, subject to an inspection of the property. Refunds on a credit card may take up to 14 working days to reflect in your account. Deposits left in a foreign currency will be returned only in UAE dirhams (AED).
Can I use a drone in the resort?
Drone Photography is prohibited unless a license is obtained from the local authorities of the UAE.
Do kids stay and eat free?
Children up to 12 years old stay free (with existing bedding) when sharing a room with a paying adult on a room-only rate. Children 6 years and under eat free, while children aged 6 - 12 enjoy complimentary breakfast and a 50% discount on published meal prices.
Can my family use the gym?
Guests must be at least 16 years of age to use the facilities. Exercise clothes and shoes are mandatory.
Can I use VoIP and VPN in the UAE?
Please note that Voice Over Internal Protocol (VOIP) and VPN services are not supported within the country as per UAE regulations.
How can my kids use Kids' Clubs?
Our resort houses three age-specific Kids' Clubs. A maximum of 3 hours is entitled per kid daily, and a parent or an adult guardian must accompany children under 3.
Camp Safari (3-9 years) 10:00 - 20:00 hrs
E-zone (10-16 years) 09:00 - 21:00 hrs
Mirage Family Lounge (3-12 years) 07:00 - 21:00 hrs (Exclusive for Mirage Guests only)
How to enquire about any Lost & Found?
In line with government regulations, the hotel will only keep non-valuable items for three months. Any valuables not claimed after one month will be transferred to the local authorities and held indefinitely.
Can I access the resort's Mirage Family Lounge?
Our Mirage Family Lounge is open from 06:30 to 01:00 hrs., exclusively for Mirage guests, located on the Lobby Level. Dress code: casual. Swimsuits and sports attire are not allowed.
How can I have a complimentary Pool & Beach Towel?
Please present your Towel Card (collected upon check-in) at the Towel Counter in exchange for a complimentary clean towel.
Guests must return all towels at the Towel Counter upon leaving our beach & pool facilities to receive towel cards.
An AED150 per card may be chargeable in case of loss.
How can the children visit the Pool & Waterpark?
In line with government regulations, children under twelve must always be accompanied by an adult guardian around the waterpark, pool and beach facilities, and life jackets/flotation devices are provided. We require the use of appropriate swim diapers on infants and toddlers.
What type of swimwear is allowed?
Appropriate swimwear is required within the resort vicinity; Boardshorts, speedos, one-piece swimsuits, two-pieces swimsuit and Burkini and rash guards are permitted. Clothing shall not indecently expose parts of the body, be transparent, or display obscene or offensive pictures or slogans. Please observe and respect local cultural sensitivity.
How to cancel my Spa Appointment?
A 4-hour notice is required for all SPA Cenvaree and Candy Spa services. Rescheduling of appointments is subject to availability. Any cancellation with less than 4 hours notice will incur a 50% cancellation fee. A full charge will be imposed for a 'no-show.' Cancellation can be made by calling or visiting our Spa reception.
What type of identification is needed to check in or register a visitor?
All guests and visitors must register with the reception and present original, valid identification at check-in, such as the following:
• Valid Passport
• Emirates ID for UAE nationals and UAE residents
• Valid Driver's licence (accepted for UAE nationals only)