Contact Us
Get in touch with our chalet specialists
Weโre here to help you choose the perfect chalet and confirm your booking with ease
Contact Methods
Multiple ways to reach our team
Phone & WhatsApp
+971549950771
info@royalfarms.ae
Location
UAE โ Dubai / Abu Dhabi
Send us a message
Frequently Asked Questions
How do I leave a review for a chalet after my stay?
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After your booking is completed, log in โ Dashboard โ My Bookings โ select the completed booking โ click "Add a Review". You can give a rating from 1 to 5 stars and write your comment. Reviews are moderated and displayed on the chalet page after approval.
How long does a refund take after cancellation?
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Refunds are processed through the original payment method within 5 to 14 business days for credit and debit cards. Tabby and Tamara refunds follow each provider individual policy. Cash refunds are coordinated directly with the owner under platform supervision.
What happens if the owner cancels my confirmed booking?
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If an owner cancels a confirmed booking, you receive a full 100% refund including service fees. The platform sends you an official apology and the owner is subject to a financial penalty deducted from their platform wallet. In repeated cases, the platform reserves the right to suspend the owner account or remove their listing.
In which emirates are the chalets available?
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Chalets are available across all seven UAE emirates: Dubai, Abu Dhabi, Sharjah, Ras Al Khaimah, Fujairah, Ajman, and Umm Al Quwain. Use the emirate filter on the search page to find properties in your preferred location.
Are the displayed prices per night or per booking?
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Prices shown on chalet cards are per night for overnight bookings and per day for day-use bookings. The total amount is calculated and clearly displayed in the booking summary before payment is finalised.
How do I search for a chalet with specific features?
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Use the search filters on the chalets page: emirate, number of rooms, number of guests, price range, check-in date, amenities (pool, playground, BBQ...), rating, and offers-only toggle. You can also search by name or location.
What does "featured" or "sponsored" chalet mean?
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Featured or sponsored chalets are listings whose owners have chosen to boost their visibility in search results through advertising packages. These properties are subject to the same quality standards and verification requirements applied to all listings.
Can I save a chalet to my favourites?
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Yes. You can tap the heart icon on any chalet card to save it to your favourites list. You can find your saved properties in your account dashboard for easy future reference.
What are the check-in and check-out times?
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Check-in and check-out times vary by chalet and are listed on each property details page. Contact the owner in advance if you need early check-in or late check-out, as this may be possible with owner approval.
Do I need to present an ID upon arrival at the chalet?
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The property owner has the right to request an ID to verify the guest identity. It is recommended to bring your Emirates ID or passport upon arrival.
What is the loyalty points system and how does it work?
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The loyalty system rewards you with points when you complete bookings. Points accumulate in your wallet and can be redeemed for discounts on future bookings. Each completed booking earns points based on its value. You can find your points balance in your dashboard.
Do loyalty points expire?
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Yes. Loyalty points expire after a period of inactivity. Make sure to use your points before they expire. You can track your points expiry date on the Loyalty Points page in your dashboard.
How do I cancel my booking?
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Log in โ Dashboard โ My Bookings โ select the booking โ click "Cancel Booking" โ read the displayed cancellation terms and confirm. A cancellation confirmation will be sent to your email and phone number.
Are the reviews genuine and reliable?
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Yes. Only guests who have completed an actual booking at the property can submit a review. All reviews go through platform moderation before publication to ensure objectivity and freedom from offensive content.
What is the AI assistant on the website and how can it help me?
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The AI assistant is an artificial intelligence chatbot that can help you search for chalets, answer your questions about bookings, prices, and amenities, and provide personalised recommendations. It is available on every page of the website and supports both Arabic and English.
How do I contact customer support?
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You can contact the Royal Farms support team via: (1) The AI assistant available on every page, (2) The "Contact Us" page to send a direct message, (3) WhatsApp for instant communication. Our team is ready to assist you at any time.
How do I list my chalet on Royal Farms as an owner?
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Register or log in โ go to "Add Your Property" in the menu โ enter the property details (name, description, location, photos, amenities, prices, cancellation policy) โ submit for review. Our team will contact you to verify and approve the listing.
How do I receive booking payments as an owner?
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Your earnings are transferred to your electronic wallet within the platform after the stay is completed and the platform commission is deducted. You can request a payout to your bank account through the owner dashboard in the Wallet section.
Can I sync my chalet calendar with Google Calendar or iCal?
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Yes. The platform supports calendar synchronisation with Google Calendar and external iCal links. You can add iCal links from other platforms (Airbnb, Booking.com, etc.) and booked days will sync automatically to prevent double bookings. Go to Owner Dashboard โ Manage Property to set this up.
What is the platform commission per booking?
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Royal Farms charges a commission rate that is determined when your property is listed and clearly shown in the listing settings. The commission is automatically deducted from the booking value, and full details can be found in the owner dashboard.
Is my personal data safe on Royal Farms?
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Yes. We apply the highest information security standards. Payment data is encrypted via SSL/TLS, and passwords are stored with full encryption. We never sell your data to third parties. Read our full Privacy Policy to learn how your data is collected, used, and protected.
How do I request deletion of my account and personal data?
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Contact our support team via the Contact Us page and submit an account deletion request. Your personal data will be deleted within 30 days, while financial transaction records are retained for 5 years in accordance with UAE legal requirements.
What notifications will I receive throughout the booking journey?
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You will receive email and SMS notifications at the following stages: booking receipt (pending), booking confirmation by the owner, reminder before check-in, stay completion, and an invitation to write a review after your stay. You will also receive instant notifications for any changes to your booking.
Can I see the chalet availability calendar before booking?
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Yes. The details page of each chalet includes a calendar showing available, booked, and closed dates. Available days appear in green, while booked or closed dates appear in different colours.
Why is phone number verification required?
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Phone verification is a core security measure to protect your account and ensure user data integrity. No booking can be completed without a verified phone number. You receive an SMS with a temporary code valid for 5 minutes.
I did not receive the OTP code. What should I do?
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Wait 60 seconds then tap "Resend". Make sure your phone number is correct and your network can receive SMS. If the issue persists, contact our support team via the Contact Us page.
I forgot my password. How do I reset it?
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Click "Forgot Password" on the login page and enter your registered email to receive a reset link. You can also log in via OTP with your phone number without needing a password at all.
Can I have more than one account?
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No. Creating more than one account per person is prohibited. Duplicate accounts may be suspended in accordance with platform policy.
How do I update my personal information or phone number?
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Log in and go to Dashboard โ Account Settings. You can update your name, email, profile photo, and language preferences. To change your phone number, please contact our support team.
How do I book a chalet on Royal Farms?
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Browse available chalets and select your preferred property. Choose your check-in date, stay type (overnight or day use), and number of guests. Click "Book Now" and follow the payment steps. You will receive a confirmation notification once the owner approves the booking, typically within one hour.
What is the difference between overnight and day-use booking?
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Overnight bookings allow you to stay from the chalet check-in time until the following day check-out time. Day-use bookings are for a single day without overnight stay, typically from morning until evening. Prices, availability, and capacity may differ between the two types.
How long does booking confirmation take?
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Bookings are typically confirmed within one hour of completing payment. Some properties offer instant approval while others require manual owner review. You will receive an email and SMS notification upon confirmation.
Can I modify my booking after confirmation?
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Booking modifications are subject to the property availability and the owner approval. Contact our support team as early as possible to request a change. Date changes may be treated as a cancellation and a new booking.
How many guests can I bring to the chalet?
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Each chalet has a maximum guest capacity for both overnight and day-use bookings, displayed on the chalet details page. Exceeding the stated capacity is not permitted and may result in cancellation without a refund.
How do I create a new account on Royal Farms?
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You can register in three ways: (1) Via your phone number โ enter your number and you will receive an OTP verification SMS, (2) Sign in with Google, (3) Sign in with Facebook. You must be at least 18 years old and provide accurate information.
How do I track the status of my booking?
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Log in and go to Dashboard โ My Bookings. You will find all your bookings with their current status: Pending, Confirmed, Completed, or Cancelled. You can also view payment details and the cancellation policy for each booking.
How do I apply a promo or discount code?
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In the payment step you will find a "Promo Code" field. Enter your code and click "Apply". The discount will immediately appear in your cost summary before finalising payment. Each code has its own validity conditions (expiry date, specific chalets, minimum booking value).
What payment methods are available on Royal Farms?
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We accept: (1) Visa & Mastercard โ secure online payment via Stripe, (2) Tabby โ split into 4 interest-free instalments, (3) Tamara โ buy now, pay later with flexible options, (4) Cash / Bank Transfer โ pay on arrival or via advance bank transfer where available.
Is online payment secure?
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Yes. All card payments are processed through Stripe, a globally certified payment gateway compliant with PCI-DSS standards. Your card details are never stored on our servers, and all financial communications are encrypted via SSL/TLS.
Can I pay in instalments via Tabby or Tamara?
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Yes. Tabby lets you split your total into 4 equal interest-free payments. Tamara offers flexible buy-now-pay-later options. Both services have their own eligibility and approval criteria and do not require a credit card.
What happens if my payment fails?
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If payment fails, the booking is not considered confirmed and the date remains available for others. You can retry with the same or a different payment method. Ensure your card details are correct and you have sufficient balance.
What are the service fees and are they refundable upon cancellation?
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Service fees are the platform commission for providing the secure booking service and are clearly displayed in the cost summary before payment. Service fees are non-refundable in all cases, except when an owner cancels a confirmed booking, in which case they are fully refunded.
Do prices include VAT?
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All prices are displayed in UAE Dirhams (AED) and include VAT where applicable in accordance with UAE regulations.
What is the cancellation policy on Royal Farms?
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Each chalet has its own cancellation policy set by the owner, falling into one of three types: (1) Flexible โ full refund if cancelled 3 or more days before check-in, (2) Moderate โ full refund before 7 days, 50% refund between 3โ7 days, no refund under 3 days, (3) Strict โ 50% refund if cancelled 14 or more days before check-in, no refund under 14 days. Visit our Cancellation Policy page for full details.
Can I cancel a booking that is still pending?
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Yes. If your booking is still pending (not yet confirmed by the owner), you can cancel it at any time and receive a full 100% refund with no fees.
Why choose us?
Reasons why Rebook is your best choice
24/7 Support
Customer support available anytime
Fast Confirmation
Booking confirmed within minutes
Multiple Payment Options
Secure and convenient payment methods
Ready to find your perfect chalet?
Weโre here to guide you every step of the way
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