Terms and Conditions

Last updated: 13 October 2026

These terms explain how booking travel with X Holidays works. Please read them carefully, along with your quotation and the supplier terms that apply to your booking. If anything is unclear, contact us before you pay.

1. About us and these terms

X Holidays is the trading name of E X Holidays Travel and Tourism L.L.C., a travel agency based in Dubai, United Arab Emirates. In these terms, "we", "us" and "our" mean E X Holidays Travel and Tourism L.L.C. "You" and "your" mean the person making the booking and, where relevant, every traveller named on it.

Office: Office No. 219, Al Qusais Industrial First, Deira, Dubai, United Arab Emirates
VAT TRN: 104915523500003
Website: www.xholidays.com
Email: [email protected]
Phone and WhatsApp: +971 600 5 00003

These terms apply to every service we arrange for you, however you contact us: through our website, WhatsApp, email, phone or in person. You accept them when you accept a quotation or make a payment, so please read them before you do. You can read them at any time at www.xholidays.com/terms, and you can ask us any question about them before you pay.

If you book and pay for a hotel yourself on our online booking site, travel.xholidays.com, the online hotel booking conditions in Appendix A also apply. If you create an X Holidays account, Appendix B applies to your membership.

The person who makes the booking is the "lead traveller". The lead traveller confirms that they are legally able to enter into this agreement and that every traveller on the booking has authorised them to accept these terms. They also agree to share these terms and all booking information with the other travellers. The lead traveller is responsible for paying for the whole booking.

2. Our role as a booking agent

We arrange travel services on your behalf. These include flights, hotel stays, car rentals, holiday packages and custom itineraries, Umrah packages, sightseeing tours, cruises, airport transfers, visa assistance and help with buying travel insurance. Independent third-party suppliers provide these services. They include airlines, hotels, transport and car-rental companies, cruise lines, insurers and local tour operators.

We act as a booking agent for these suppliers. When we put several services together into a holiday package or custom itinerary for you, we are responsible for arranging each service as described in your confirmation, and each supplier remains responsible for providing its own service. This means:

your contract for each travel service is with the supplier that provides it;
the supplier's own terms and conditions also apply. These include airline fare rules, hotel rate conditions, cruise line terms, car-rental agreements and insurance policy wording. They set cancellation charges, decide whether a booking can be changed or refunded, and may limit the supplier's liability;
we will tell you the main supplier conditions that affect your booking, such as whether it is refundable. We will also send you the full supplier terms if you ask.

If these terms and a supplier's terms conflict about how a travel service is provided, the supplier's terms apply to that service. Our own obligations to you under these terms still apply.

3. Quotations

Our quotations are in UAE dirhams (AED) and show an expiry date. After that date, the quotation can no longer be accepted. Until your booking is confirmed, prices and availability can still change, as explained below.
All quotations depend on availability. Prices are not guaranteed until the supplier confirms the booking. For flights, they are not guaranteed until the ticket is issued. Airline fares can change or disappear at any time before ticketing.
If the price or availability changes before your booking is confirmed, we will tell you the new price or the alternatives available, and you decide whether to go ahead. We will not charge you a higher price without your agreement.
Your quotation shows what the price includes. Anything not listed is not included. Examples are meals, excursions, extra baggage, seat selection, visas and local taxes payable at the hotel.
We take care to quote correctly. If a quotation or confirmation contains an obvious error in price or description, we will tell you as soon as we notice it. You can then accept the corrected booking, or cancel it and get back everything you paid for it.

Hotels booked online at travel.xholidays.com are booked and paid in one step. They are confirmed as described in Appendix A.>4. Making and confirming a booking

Your booking is confirmed only when two things have happened. First, we have received the payment your quotation requires, either full payment or the stated prepayment. Second, the supplier has confirmed the service. We then send you a booking confirmation, e-ticket or voucher.
Some quotations must be paid online before the booking can be confirmed. If this applies, the quotation says so.
The names on the booking must match each traveller's passport exactly, including spelling and the order of names. Please check every name, date of birth and passport detail you give us. Airlines and other suppliers may refuse travel or charge for corrections, and many tickets cannot be renamed at all. You are responsible for costs caused by incorrect details you give us.
Please check your confirmation, e-tickets and vouchers as soon as you receive them. Tell us straight away if anything is wrong, because errors are easier and usually cheaper to fix early.
If you have paid but we cannot confirm a booking, we will tell you straight away and offer you any alternative available. If you do not accept it, we will refund in full what you paid for that booking, including any card convenience fee.

5. Prices, currency and VAT

Our prices are in UAE dirhams (AED). If you pay with a card issued in another currency, your bank may apply its own exchange rate and fees. We do not control these.
The total price on your quotation includes any UAE VAT that applies. Your tax invoice shows the VAT amount separately and carries our TRN 104915523500003.
Some charges are collected locally by the supplier and are not part of our price. Examples are hotel city or tourism taxes, hotel security deposits, resort fees, fuel and toll charges for car rentals, and optional extras. We will tell you about these charges where we know of them.
Once your booking is confirmed, we will not increase its price, even if you have paid only the prepayment and a balance is still due. The only exception is a new or higher tax or charge that a government or public authority applies to your booking by law. If that happens, we will tell you the reason before we ask you to pay it. If you do not want to pay it, you can cancel the affected service, and we will refund what you paid for it, less only any amount the supplier does not refund.

6. Payments

Payment methods. You can pay by card through a secure online payment link that we send you, or by bank transfer. Our payment service providers, Network International (N-Genius) and Stripe, process card payments on their own secure payment pages. We do not see or store your full card number. Hotels booked online at travel.xholidays.com are paid in full by card when you book, on the secure payment page of our accommodation partner, as explained in Appendix A.
Split payments. Card payment gateways limit the amount of each transaction. For larger amounts, we may send you several payment links so that you can pay the total in more than one transaction. Each link shows the amount it covers. Your booking is confirmed only when all the links needed for the required payment have been paid. If a card convenience fee applies, it is charged on each card payment.
Card convenience fee. Some quotations include a card convenience fee of 2.5% of the amount paid by card. If it applies, it is shown on your quotation before you pay. It applies only to card payments, so you can avoid it by paying by bank transfer.
Prepayments and balances. Your quotation says whether you must pay in full or pay a prepayment (a percentage of the total) to confirm the booking. It also says when any balance is due. Please pay the balance by that date. Some suppliers, including many airlines, require full payment straight away. In that case, full payment is needed when you book.
Late payment. If we have not received the balance by the due date, we will remind you in writing and give you a final deadline. If it is still unpaid after that deadline, we may cancel the booking. We will then refund what you paid, less the supplier's cancellation charges and any card convenience fee you paid.
Bank transfers. Please use only the bank details we give you in writing from our official email address or WhatsApp numbers, and include your quotation or booking reference. The account is in the name of E X Holidays Travel and Tourism L.L.C. If you receive different bank details, or details for an account in another name, contact us on +971 600 5 00003 before you pay. Your own bank's charges for sending the transfer are your responsibility. We treat a payment as received when the money reaches our account.
Overpayments. If you pay more than the amount due, for example by paying the same link twice, we will refund the extra amount or keep it as credit for a future booking. You choose which.

7. Changes and cancellations by you

To change or cancel a booking, contact us in writing by email or WhatsApp and include your booking reference. We will handle your request as quickly as we can. Supplier charges usually rise as the travel date gets closer, so please contact us as early as possible.
Supplier rules decide whether a change or cancellation is possible. Suppliers may charge a change or cancellation fee, a fare or rate difference, or the full price. Many fares and rates cannot be changed or refunded at all, especially promotional airfares and non-refundable hotel rates. Your quotation or confirmation shows whether a service is refundable.
Where a change is possible, we will tell you the full cost before making it, including any supplier charges and any fare or rate difference. We make the change only after you agree.
If you change or cancel a booking, we refund what the supplier refunds for it, as described in section 8. Before you confirm a change or cancellation, we will tell you in writing how much you will get back and whether any part of what you paid, such as a card convenience fee, will not be refunded. This does not affect the refunds described in sections 3, 4 and 9, or any refund that UAE law requires.
If you do not turn up for a service, or do not use part of it, the supplier usually treats it as a "no-show" and the amount paid is normally not refundable. If you miss one flight, the airline may cancel the remaining flights on the same ticket. Please tell us before departure if you will not use a flight.
Even when a ticket is non-refundable, the airline's rules may allow some airport and government taxes to be refunded. We can request these for you.

8. Refunds

We pay refunds to the original payment method. Card payments go back to the same card, and bank transfers go back to the account they came from. We can use another method only if we both agree in writing.
If a refund depends on a supplier, we pay it after the supplier pays us. Supplier processing times vary and we do not control them; some suppliers take several weeks or longer. We will chase the supplier for you and keep you informed.
If a refund does not depend on a supplier, for example an overpayment or a booking we could not confirm, we will process it as soon as you tell us how you want to receive it.
After we send a card refund, your bank may take some extra time to show it on your statement.
Refunds are made in AED. If your card or account is in another currency, your bank's exchange rate may make the amount credited different from the amount you paid.
Instead of a refund, you can choose to keep the amount as credit with us for a future booking.

9. Changes and cancellations by suppliers or by us

Suppliers sometimes change or cancel services, for example when an airline changes its schedule or a hotel cannot honour a reservation. When we hear of a change, we will tell you as soon as reasonably possible, using the contact details you gave us.
If a supplier cancels a service or makes a significant change to it for reasons you did not cause, you can accept an alternative that we or the supplier offer, or cancel that service. If you cancel it, we will refund in full what you paid for that service, including any card convenience fee, as described in section 8. Any extra compensation from the supplier follows the supplier's terms and the law that applies to it, and we will help you claim it.
We may also cancel a service for reasons you did not cause. If we do, you can accept any alternative we offer or receive the same full refund.
Flight times can change. Please check your flight times with us or the airline before you travel. Make sure we have a mobile number and an email address where we can reach you during your trip.
We may cancel a booking if payment is not made as set out in section 6, or if we reasonably believe the payment was fraudulent. We may also decline to accept a booking.

10. Events beyond anyone's control

Some events are beyond reasonable control and cannot be avoided with reasonable care. Examples are war, terrorism, civil unrest, natural disasters, severe weather, epidemics, airport or airspace closures, strikes, government action and travel restrictions. We are not responsible for failures or delays these events cause. Whether a supplier owes you a refund, compensation or assistance in these situations depends on its own terms and the law that applies to it.

If such an event affects your booking, we will help you change or cancel it. We will pass on in full any refund, credit or alternative the supplier provides. Travel insurance may cover costs that suppliers do not refund. This section does not remove any right you have under UAE law.

11. Passports, visas, health and entry requirements

Each traveller must hold the correct travel documents for every country they visit or pass through. These include a valid passport, visas, transit visas and residence permits. Children travelling alone or with one parent may need additional documents.
Many countries and airlines require a passport to be valid for at least six months. Please make sure every passport is valid for at least six months after your return date and has enough blank pages.
Governments set health and entry requirements, such as vaccinations, health certificates, insurance and registration forms, and can change them at short notice. You must check and meet them before you travel. We are happy to share general information, but the relevant embassy, consulate or official government source has the final word.
A traveller may be refused boarding or entry because of missing or incorrect documents, or because of their conduct, health or immigration history. In that case, the supplier's rules apply, and we cannot refund costs the supplier does not refund.
Visa assistance. We can help you prepare and submit tourist and business visa applications using the information and documents you give us. You must make sure that information is true and complete. Only the relevant government authority decides whether to grant a visa. We cannot guarantee that a visa will be granted or how long processing will take. Government and processing fees are usually not refunded if a visa is refused or an application is withdrawn.
We recommend that you do not make non-refundable bookings until your visa is issued, unless you accept that risk.

12. Travel insurance

We strongly recommend that every traveller buys suitable travel insurance at the time of booking. It should cover cancellation, medical expenses, repatriation, baggage and personal liability. Some countries require travel or medical insurance as a condition of entry.

We can help you buy travel insurance from an insurer. If you buy a policy, it is a contract between you and the insurer. The insurer's policy wording sets out what is covered, and the insurer handles claims. Please read the policy carefully and tell the insurer about any medical conditions.

13. Umrah and religious travel

Umrah packages are subject to the laws, rules and procedures of the authorities of the Kingdom of Saudi Arabia and to UAE rules on Umrah travel. These cover visas, permits, eligibility, age, health and vaccination requirements, conduct and permitted dates.
These rules can change at short notice. The Saudi authorities may limit numbers, restrict access to holy sites or change permit arrangements. We will tell you about any change that affects your booking as soon as we learn of it.
Only the Saudi authorities decide on visas and permits. If they refuse or cancel a visa or permit, or change the rules, any refund depends on the supplier's terms and on what the authorities and suppliers refund.
Please follow the instructions of the Saudi authorities and of your local operator during your journey.

14. Points about specific services

Flights: the airline sets the rules for check-in, baggage allowance, seating and boarding. Please arrive at the airport in good time and check the airline's check-in deadline.
Hotels: the hotel sets check-in and check-out times. Hotels may ask for a security deposit or card guarantee at check-in and may charge local taxes or fees directly. We pass on special requests, such as connecting rooms, but cannot guarantee them.
Car rentals: the driver must meet the rental company's requirements. These include a minimum age, a valid driving licence (and an international driving permit where needed) and a card for the deposit. The rental agreement you sign at pick-up covers fuel, fines, tolls, damage and the insurance excess.
Cruises: the cruise line's terms apply, including its rules on documents, health, onboard charges and itinerary changes.
Airport transfers and tours: please be ready at the agreed time and place. The local operator sets waiting times and itinerary details. It may change or cancel tours for weather or safety reasons.
Special assistance: please tell us when you book if any traveller needs wheelchair assistance or has a medical condition, a disability, dietary needs or a pregnancy. We will pass this on to suppliers, but each supplier decides what help it can offer.

15. Communications, WhatsApp and our AI concierge

We communicate with you by WhatsApp, email, phone and the contact form on our website. Our WhatsApp numbers are +971 600 5 00003 and +971 600 577778. Our main email address is [email protected].
If you contact us on WhatsApp, we may reply there and send you information about your enquiry and bookings. Your mobile provider's normal messaging and data charges may apply.
AI-assisted WhatsApp concierge. Our WhatsApp service includes an AI-powered concierge. It can answer questions, suggest options and help you plan and request bookings by chat. Its answers are for information and planning only and may contain mistakes, and any prices or availability it mentions are not guaranteed. A request made through the concierge is not a confirmed booking.
A booking is confirmed only when we issue a booking confirmation, e-ticket or voucher, as explained in section 4. These documents and your quotation are the official record of your booking. If anything said in a chat, call or message differs from them, please tell us before you travel so we can put it right.
If you prefer to deal with a member of our team, call us or email us.
Protect yourself from fraud. We will never ask for your full card number, card security code or one-time passwords by WhatsApp, email or phone. You pay only through secure payment links sent from our official channels, or by bank transfer to an account in our company name. If a message that claims to be from us looks unusual, call us on +971 600 5 00003 before you act on it.

16. Complaints

During your trip: if something is wrong, tell the supplier straight away (for example the hotel reception, the airline or the tour operator) so that they have a chance to fix it. Please also message us on WhatsApp at +971 600 5 00003. Our travel support is available 24/7. WhatsApp works from anywhere with an internet connection, but phone calls to UAE 600 numbers may not connect from outside the UAE.
After your trip: email your complaint to [email protected] as soon as possible. Include your booking reference, a description of the problem and any supporting documents or photos. Raising an issue promptly helps us and the supplier investigate.
We will acknowledge your complaint, take it up with the supplier where needed and give you a written response.
Some suppliers set strict time limits for claims. For example, airlines usually require damaged or delayed baggage to be reported at the airport before you leave, followed by a written claim within a short period. Please follow these rules, because we cannot extend them.
If you are not satisfied with our response, you may contact the Consumer Protection department of Dubai's Department of Economy and Tourism (DET) or the UAE Ministry of Economy, or take the matter to the courts described in section 20.

17. Our responsibility to you

We will arrange your bookings with reasonable care and skill. We will pass on accurately the information suppliers give us about their services, handle your payments and instructions correctly, and help you if something goes wrong.
As a booking agent, we are not the provider of the travel service itself. We are not responsible for what suppliers do or fail to do in providing their services, unless we were at fault, for example by booking the wrong service. We will still help you make a claim against the supplier.
We are not responsible for loss or damage caused by your own actions, by wrong or incomplete information you gave us, by a third party not connected with the booking, or by the events described in section 10. We are also not responsible for losses that could not reasonably have been foreseen when you booked.
To the extent UAE law allows, if we are responsible for a loss (other than death or personal injury), our liability is limited to the total price of the booking concerned. This limit does not apply to loss caused by our fraud, gross negligence or wilful misconduct.
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, gross negligence or wilful misconduct, or for any other liability that cannot be excluded or limited under UAE law. Nothing in these terms affects your rights as a consumer under UAE law.
A supplier's liability to you may be limited by its own terms and by international conventions, such as the Montreal Convention for international air travel.

18. Information on our website

The information on our website is a general guide. Photos are for illustration and may not show the exact room, vehicle or service you receive. Your quotation and confirmation documents set out the details of your booking. Links to other websites are provided for convenience, and the operators of those websites are responsible for their content.

19. Your personal information

To make your bookings, we need personal information about you and each traveller, such as names, contact details, passport details and any special requirements. We share it with the suppliers and authorities involved in your booking as needed to provide the services. The lead traveller confirms that each traveller has agreed to their information being given to us. Our Privacy Policy explains how we collect, use and protect personal information.

20. Governing law and disputes

These terms, and any booking made under them, are governed by the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai. The courts of Dubai have jurisdiction over any dispute. Please contact us first through the complaints procedure in section 16, because most issues can be resolved quickly and informally.

21. Changes to these terms

We may update these terms from time to time, for example to reflect changes in the law or in our services. We will publish the updated version on this page with a new "Last updated" date. Your booking is governed by the terms in force on the date it was confirmed, unless the law requires a change.

22. Contact us

E X Holidays Travel and Tourism L.L.C.
Office No. 219, Al Qusais Industrial First, Deira, Dubai, United Arab Emirates
Email: [email protected]
Phone and WhatsApp: +971 600 5 00003

Appendix A. Online hotel booking conditions (travel.xholidays.com)

This appendix applies when you search for, book and pay for a hotel stay yourself on our online booking site, travel.xholidays.com (the "booking site"). Sections 1 to 22 of these terms also apply to these bookings. If this appendix and sections 1 to 22 say different things about an online hotel booking, this appendix applies.

A1. How online bookings work

Our role. We act as a booking agent, as described in section 2. The hotel provides your stay, and your contract for the stay is with the hotel. We source hotel rooms and live prices through our accommodation partner, Nuitée (LiteAPI), which also collects your payment for us.
Live availability. Hotels, rooms and prices on the booking site come from hotels and their distribution partners in real time. Availability is not reserved for you while you browse, and a room can sell out at any moment until your booking is confirmed.
Price check before you pay. Before you pay, we check the live price, availability and cancellation policy with the hotel. If anything has changed, we show you the new details and you decide whether to go ahead. We never charge you more than the amount shown on the payment step.
Confirmation. Your booking is confirmed only when your payment has gone through and we have shown you a booking confirmation with an X Holidays reference (for example XHT-261012-ABC123) and sent it to the e-mail address you gave us. The hotel's own confirmation number may follow later. If you have not received a confirmation, do not assume your room is booked: contact us.
If we cannot confirm. In rare cases a booking cannot be completed after payment, for example because the hotel rejects it. If this happens, we will tell you straight away and refund you in full.
Size of bookings. You can book up to 4 rooms online in one booking. For more rooms, or for groups and events, please contact us, because hotels usually apply group conditions.

A2. Prices

Total price. Prices are in UAE dirhams (AED) and are for the whole stay and all rooms booked, unless they are marked "per night". They include the taxes the hotel's rate includes.
Charges payable at the hotel. Some charges are collected by the hotel at check-in or check-out and are not part of the price you pay us. Examples are the Dubai Tourism Dirham fee and other city or tourism taxes, resort fees, security deposits, and charges for extra beds, cots, parking or meals not included in your rate. We show the charges the hotel tells us about before you pay. The hotel may collect them in its local currency, and the amount can change with exchange rates or local rules.
Nationality and residence. Hotel rates can depend on the guest's nationality or country of residence. Rates are shown for the nationality you select when you search. If the lead guest's nationality or residence is different, the hotel may charge the difference at check-in or refuse the rate.
Member credit, private prices and promo codes. X Holidays Rewards credit is explained in Appendix B. A private price link is personal to the person we sent it to: it may be used only by that person, only until the date shown, and only the number of times we allow. A promo code applies only under the conditions we publish with it, cannot be exchanged for cash, cannot be combined with other offers unless we say so, and may be withdrawn at any time before you pay.
Price differences. Prices change with demand and availability. The same room can cost more or less on another day, on another website or for different search details. We do not refund price differences after a booking is confirmed.
Errors. If a price on the booking site is obviously wrong because of a technical or human error, for example a room shown at a small fraction of its real price, we may cancel the booking. We will then refund you in full, or offer you the room at the correct price if you prefer.

A3. Payment

Full payment by card. Online hotel bookings are paid in full by card when you book. Payment is processed on a secure payment page provided by our accommodation partner and its card processor. We do not see or store your full card number, and your bank may ask you to approve the payment (3-D Secure).
Card statement. The charge on your card statement includes the name XHOLIDAYS.COM and may also show the name of our payment partner.
No card convenience fee. The card convenience fee in section 6 does not apply to online hotel bookings. If your card is in another currency, your bank's exchange rate and fees apply.
Fraud checks. We and our partners may check payments to prevent fraud. We may cancel and refund a booking if we reasonably believe the payment is fraudulent or the card is not being used by its holder or with their permission.
Disputes with your bank. If you are unhappy with a charge, please contact us first so we can help. If a card dispute (chargeback) is raised for a stay that was provided, or for a cancellation charge that applied under the rate's conditions, we will give your bank our booking records, including the conditions you accepted.

A4. Cancellations, changes and no-shows

Each rate has its own policy. Before you pay, every room rate shows its cancellation policy: either "Free cancellation until" a date and time, or "Non-refundable". All dates and times are in UAE time (Gulf Standard Time) unless stated otherwise.
Non-refundable rates. Non-refundable rates are cheaper because they cannot be cancelled, changed or refunded. If you cancel, change dates, do not arrive or leave early, the full price is charged and nothing is refunded, unless the hotel agrees otherwise in writing.
Free cancellation rates. You can cancel free of charge until the deadline shown. After the deadline, the charge shown in the policy applies. This can be one night, a percentage of the price or the full price.
How to cancel. While a free cancellation is still available, you can cancel yourself from your booking confirmation, the link in your confirmation e-mail or My Trips. Online self-cancellation closes 1 hour before the first charge applies. After that, or for any other request, contact us by WhatsApp on +971 600 5 00003 or by e-mail, quoting your booking reference. A cancellation takes effect when you receive our cancellation confirmation, not when you send a request.
Changes. Changes to dates, room type, number of guests or names cannot be guaranteed. Where a change is possible, it is usually treated as a cancellation under the rate's policy and a new booking at the price that applies at that time.
No-show and late arrival. If you do not arrive on the check-in date, the hotel may treat the booking as a no-show, charge the full price and release the room for the rest of the stay. If you will arrive late (especially after midnight), tell us or the hotel in advance.
Early departure. If you leave before your check-out date, the hotel may charge for the whole stay. Any refund for unused nights is at the hotel's discretion.

A5. Refunds

Refunds for online hotel bookings go back to the card used for the booking, through our payment partner. Once the refund is processed, your bank usually shows it within 5 to 15 working days, sometimes longer.
We refund the amount you actually paid. If a promo code or a discount reduced your price, the discount itself is not paid out in cash.
Refunds are calculated in AED. If your card is in another currency, the amount credited may differ from the amount charged because of your bank's exchange rate. We are not responsible for this difference.

A6. Overbooking and relocation by the hotel

Why it can happen. Like airlines, hotels sometimes accept more reservations than they have rooms ("overbooking"). A hotel may also be unable to provide the room you booked because of maintenance, renovation, damage, a technical failure, an event or a decision of the authorities.
What the hotel must do. In these cases it is the hotel's responsibility to find you comparable or better accommodation nearby at no extra cost to you, usually with transport to the other hotel (this is called "relocation" or "walking" a guest).
What we do. If this happens, contact us straight away on WhatsApp +971 600 5 00003, available 24/7, while you are still at the hotel. We will contact the hotel and our accommodation partner to make sure a suitable alternative is provided. If no acceptable alternative is offered, we will arrange a refund for the nights you could not use, or help you book another hotel with that money.
Limits. Our responsibility in these cases is limited to arranging the relocation or refunding what you paid for the nights you could not use, and passing on to you any compensation the hotel or our partner provides. We are not responsible for additional costs, such as a more expensive hotel you choose yourself, unless we were at fault. Please contact us before you leave the hotel or book somewhere else, because we cannot help with a problem we were not told about during your stay.
Room and facility changes. The hotel decides which room of the booked room type you receive. Bed type, view, floor, smoking or non-smoking, connecting rooms and similar preferences are requests, not guarantees, unless they are part of the room type you booked. Hotel facilities such as pools, spas, gyms and restaurants can be closed or limited for maintenance, cleaning, season or weather, sometimes without notice.

A7. At the hotel

Identification and age. Every adult guest must show a valid passport or Emirates ID at check-in, and the lead guest's name must match the booking. Hotels set a minimum check-in age, usually 18 or 21.
Deposits. Most hotels ask for a credit card or cash deposit at check-in to cover extras and damage. The hotel decides the amount and when it is released.
Hotel rules. You must follow the hotel's own rules, including check-in and check-out times, occupancy limits, rules on visitors, pets, smoking and noise, and the laws of the country you are in. The hotel may refuse check-in or end a stay if a guest does not meet its rules or the law. In that case the hotel's cancellation conditions apply and we cannot refund costs the hotel does not refund.
Guests and children. The number of adults and the ages of children you enter must be correct, because they decide which rooms and prices are available. The hotel may charge for, or refuse, guests who were not included in the booking.
Special requests. We pass on special requests, such as late arrival or connecting rooms, but they are not guaranteed and may be charged by the hotel.

A8. Hotel information, photos and reviews

Hotel descriptions, photos, facilities, star ratings and room details on the booking site come from the hotels and our partners. We present them in good faith but do not inspect every hotel. Photos are for illustration and may not show the exact room you receive. Star ratings follow the hotel's or a third party's classification and may differ from local official ratings. Guest ratings and review counts come from third-party sources and reflect other guests' opinions, not ours.

A9. Using the booking site

You may use the booking site only to make genuine bookings for yourself or for people who have authorised you. You may not resell bookings or prices, make speculative, false or fraudulent bookings, or use automated tools to search, copy or book.
We may refuse or cancel a booking, or block access, if we reasonably believe these rules have been broken. If we cancel a booking for this reason, we refund what you paid, less any charges the hotel does not refund to us.
We aim to keep the booking site available at all times, but we do not guarantee it will be free of interruptions or errors. If something goes wrong while you are booking, contact us before you try again, so that you are not charged twice.

A10. Our responsibility for online bookings

Section 17 applies to online hotel bookings. In particular, the hotel is responsible for providing your stay and its facilities, and our liability for an online hotel booking is limited to the total price you paid for that booking, to the extent UAE law allows. Nothing in this appendix affects your rights as a consumer under UAE law.

Appendix B. X Holidays membership

Free membership. Membership of X Holidays is free. You sign in with a one-time code sent to your e-mail address or with a passkey on your device. Keep your e-mail account and devices secure: anyone who can read your sign-in codes can use your account. We will never ask you for a sign-in code by phone, WhatsApp or e-mail.
Your details. One account per person. The details in your profile must be true and up to date, because we use them for your bookings.
X Holidays Rewards. Signed-in members earn credit equal to 3% of the amount paid for each completed hotel stay booked while signed in, added the day after check-out. Cancelled bookings earn no credit. New members receive a one-time welcome credit of AED 25, valid for 90 days. Credit can be used on hotel bookings at travel.xholidays.com for up to 10% of a booking's price; it has no cash value, cannot be transferred, exchanged or withdrawn, and expires 12 months after it was added. If a booking paid partly with credit is cancelled, the credit used is returned to your account. We may correct credit added by mistake and remove credit obtained by misuse (for example fake accounts or bookings). We may change or end the programme by updating this page; credit already earned stays valid until it expires.
My Trips. Bookings you make while signed in appear in My Trips, where you can view, print or resend them and, where allowed, cancel them.
Misuse. We may suspend or close an account, and withdraw member prices, if we reasonably believe it is being misused, for example for resale, fraud or by more than one person.
Offers. We send you offers and news only if you agreed to receive them. You can change your choice or unsubscribe at any time.
Closing your account. You can close your account at any time. Closing it does not cancel bookings already made. We keep booking and payment records for as long as the law requires, as explained in our Privacy Policy.