Frequently Asked Questions
Getting in Touch
How do i get in touch?
Our opening times are:
Monday to Friday: 8am to 6pm
If you are calling on a weekend, please leave a message on our answerphone and we will get back to you as soon as possible.
You can write to us at Indulgent Dubai, Suite 10, Thamesgate House, 33-41 Victoria Avenue, Southend-on-Sea, Essex, SS2 6DF.
What if there’s an emergency while I’m away?
If you have a problem while you are on holiday and you need us to assist, you can contact us in two ways.
If the problem isn’t urgent, or if you are calling within our call centre opening times (Monday - Friday, 8am - 6pm), please contact us on the above details.
Please note you should also contact the local emergency services in this situation.
Booking your holiday
Can I make a booking over the phone?
Yes, just call us on 0845 222 5000. Please remember we do have to speak to the cardholder when taking payment over the phone.
Can I make a booking for someone else?
Yes you can, though we must speak to the cardholder when taking payment.
Do you charge any booking fees?
No we don't.
What payment methods can i use?
You can use Visa, MasterCard and Maestro debit and credit cards on our site.
How soon can I travel when making my booking?
We only allow you to make a booking where the travel takes place more than 48 hours later, however we can sometimes make hotel-only bookings for sooner than that. If you would like to do this, please call us and we will do our best to arrange.
What should I do if I've made a mistake on my booking?
Please contact us as soon as you spot the mistake. Bear in mind we will need to speak to the lead passenger to make changes, and to the cardholder (if different) if there’s any changes in cost.
My booking won’t go through. What’s going on?
Please check that you have entered your details correctly. The address on your booking should match that registered for your credit card. If the card still won’t work, please call us and we will try to process the payment for you. Alternatively, try another card.
I haven’t received my booking confirmation or I have lost it. What should I do?
Once you have clicked ‘make payment’ on our site, you should see a confirmation screen with all your booking details. At the same time you should receive a confirmation email with the same details. If you haven’t received anything within 48 hours, please call us and we will check your booking and, if necessary, re-send the confirmation.
Please be sure to check your email ‘junk’ folder. If you have lost your booking confirmation you can use our Recover Booking.
What documents can I expect to receive?
If your booking is just for a hotel, we’ll send you a booking confirmation - that’s all you need. If your booking includes a flight we will also send you an ATOL certificate. Then you will receive your e-tickets on a separate email. If you have booked transfers the details will be on your booking confirmation.
You should have received everything within 48 hours of booking. If you don’t, please Contact Us. If you have chosen to pay by deposit, you’ll receive your documents 48 hours after final payment has been received.
What's an e-ticket?
An e-ticket is your flight ticket - but sent electronically by email, instead of a paper copy sent in the post.
One of our party has special requirements on the flight. What should I do?
It’s always a good idea to contact us for advice, before you make a booking that might be difficult to change later. If you have requirements such as wheelchair accessibility, you can contact us for advice on the most suitable hotels. If your concern is for the flight rather than the hotel, you can either contact us or contact the airline directly to make arrangements.
We are celebrating an occasion, can I make special arrangements at the hotel?
Please contact us to arrange this. Hotels will make a note of special requests, but bear in mind they may not always be able to honour them. If something is very important (for example a sea view), then to avoid disappointment we suggest you pay for it. That way it’s a part of your booking.
Do you accept group bookings?
The maximum number of people allowed on a booking is 6 people including children and infants (for a holiday), or 4 rooms (for a hotel-only booking). If your group is larger than this please Contact Us for assistance.
Price Match - Guaranteed
What is the Price Match?
We work hard to bring you the best prices but in the unlikely event that you find a lower price than you have paid within 48 hours of booking, we will adjust the price of your booking and give you a credit or refund for any difference in price. Terms and conditions apply but we have tried to make the process as simple as possible.
How do I make a claim?
You must let us know within 48 hours of booking, and the lower price that you find must be available for booking. Our Customer Service team will check this based on the information that you provide to us.
Please email us on firstname.lastname@example.org with the following information:
- Full name on your booking
- Your booking confirmation reference number
- Your email address
- A daytime telephone number (can be a mobile number)
- Details of where you found the cheaper price. This should be a website address, a mobile wesbite address or a mobile app
- If you are able to, then please also submit a screenshot of the lower price
Our team will then check your claim. If we have any questions we will be in touch, and we will send you an email confirming the outcome of our checks. Where a credit or refund is due to you this will be processed within 7 days of our confirmation.
Please note we can only accept claims if we are able to independently confirm the lower price.
What information do I need to give you about the price match I’ve found?
The Price Match guarantee can only be applied if every detail of your booking matches.
For Flight Bookings:
- The airline must be the same
- The cabin class (economy, premium economy, business class) must be the same
- The date and time of travel must be an exact match with what you have booked
For Hotel Bookings:
- The hotel must be exactly the same property
- The dates of travel must be the same
- The room type must be identical
- The board basis (for example: room only, with breakfast, with half board or all inclusive) must be the same
- The booking conditions for the hotel must be the same – this means you must be sure that the hotel room is booked with the same cancellation terms, either on a refundable or non-refundable rate
For Package Bookings:
- The above conditions will apply to flights and hotels booked as part of a package for the Price Match
- If your package includes transfers or attraction tickets/ sightseeting tours, then these inclusions must be on a like-for-like basis
We are unable to price match against any booking where the airline or hotel details are withheld until after full payment has been received.
We can only price match where you and your travelling companions meet all the terms that are required of the lower price arrangements that you have found. The terms are typically related to your country of residency, and the age of you and your travelling companions. If there are other terms that we believe will affect your Price Match request, we will make you aware of them and discuss them with you.
Who will you Price Match with?
We will price match against any UK based travel company that is offering the identical travel arrangements payable in £ online to the general public.
This means that generally we can’t price match against:
- Any rates that are secured through a membership
- Any rates that are available through a company discount scheme
- Corporate rates or special rates available to you because you are travelling as part of a group
- Prices that are only available with a promotional code to which the general public would not have access
- Any rate that can only be obtained over the phone
Cancellations and refunds
Can I change or cancel my booking?
Yes, if your booking allows it. Please call us and we will give you all the available options, and what extra charges might be involved. Please note we have to speak to the lead passenger, and we do charge fees for changing a booking. Please see our Booking Conditions for details. We will also have to speak to the cardholder (if different) when taking payment. If you want to cancel your booking, then charges will apply - please see our Booking Conditions for more details, or Contact Us. If you do cancel your trip, we will send you a cancellation confirmation straight away.
If I am entitled to a refund, when will I receive it?
If your hotel rate is refundable, we will return the money to your bank account within 7 days in most situations. If your hotel rate is non-refundable then unfortunately we cannot issue you a refund. Flight are usually non-refundable, but if there is money due it can take up to 12 weeks to be returned to you from the airline.
What happens if you change or cancel my booking for me?
This is unlikely, but if we do have to change your booking then we will contact you as soon as possible to make alternative arrangements. If it’s a major change then you will also have the option to cancel the trip and receive a refund.
Do your prices include taxes?
Yes, wherever possible. The price you see on our site includes the 10% city tax charged by Dubai Municipality, and the standard 10% service charge. You might not see this on other travel booking sites. What we can’t include are locally payable charges, which in the UAE is a new ‘Tourism Dirham’. This will vary depending on the star rating of your hotel, but it doesn’t exceed 20 AED per room, per night (around £3). You will need to pay this when you check out of your hotel at the end of your stay.
What do I do if I’m arriving before my check-in time?
This is a common problem, so it’s very important you check your flight times before travel. Your flight may arrive at 6am, but most hotels in Dubai won’t let you check in until 2 or 3pm. You can put a request for early check in to the hotel, but the only way to guarantee getting your room early is to book an extra night. If you would like to do either of these, please call us on 0845 222 5000 before you travel.
How can I arrange to have extra beds or cots?
You can contact us beforehand, or request when you arrive at the hotel. Be sure to check our hotel information before you make a booking, as we have written the room capacity on all of our hotel descriptions. Some room types don’t have space for a rollaway bed or cot at all, though most rooms will allow one rollaway or cot (subject to an extra charge).
How can I get late check-out?
Check out is normally between 10 am - midday. If you want your room for longer, you can put a request in when you arrive at the hotel, though availability will depend on how busy the hotel is on the day in question. There may be an option to pay for a few extra hours also.
What do I need to take to the airport?
When you make your booking with us, you will receive a booking confirmation with all your flight information on it. Within 48 hours you’ll then receive your e-ticket(s). You need to print out your e-ticket and take with you to the airport, or if you have checked-in online then you need your printed boarding pass. We do advise checking-in online to save you time at the airport - full details below. And don’t forget your passport!
When should I arrive at the airport?
This depends on the airline and whether you have checked-in online or not. Travelling from the UK to Dubai counts as a longhaul flight (between 6.5 - 7.5 hours) so we recommend arriving three hours ahead of departure. If you have checked-in online this is usually reduced to 90 minutes or even one hour. Your airline will advise you of the exact timings. Read on for more details on checking-in online.
How do I check in online?
This can be done via the airline’s website and usually opens 24 hours before departure. You will need the airline booking reference written on your e-ticket. Simply follow the steps on the hotel site, print your boarding pass then drop off your luggage when you arrive at the airport. Sometimes you can’t check in online, in which case you’ll need to allow extra time to check in at the airport instead.
What is my baggage allowance?
This can be checked direct with your airline, either online or by phone. We recommend checking before travel so you can purchase any extra allowance needed. If you are taking outsize luggage such as golf clubs, you should only have to pay for anything over and above your total weight allowance. If you have children with you, it’s down to individual airlines whether they charge for extra baggage or items such as pushchairs, though many airlines don’t. Please contact us if you need any help or advice on 0845 222 5000.
Can I travel if I’m pregnant?
If you are planning to travel and are pregnant, you should check with the individual airline and with your GP before making a booking. Below is a rough guide for travelling when pregnant - bear in mind individual airlines may vary, so if you are in any doubt please contact us.
- Up to 28 weeks is OK for single pregnancies
- 28 - 36 weeks: Airlines may require a Pregnancy Information Form from your doctor
- 36 weeks and over: not permitted to travel
Do I have to buy a seat for my child on the flight?
This will depend on whether your child counts as an infant, child or adult, with the airline concerned. We have compiled the below as a guideline, though individual airlines may vary. Please contact us on 0845 222 5000 if you are unsure. Remember all travellers require a passport for international flights, whatever the age.
We won’t accept bookings where an infant is aged less than 14 days.
An ‘infant’ is aged 23 months or younger (for the whole period of your travel). An infant will need a ticket, but doesn’t need their own seat if travelling on the lap of an adult. If you would like your infant to have their own seat, you will need to pay a child’s fare. There’s a maximum of one infant for every adult travelling. However, if you book a seat for your infant, that increases to two infants allowed for every adult travelling. An ‘adult’ in this capacity has to be aged over 18 years.
A ‘child’ is aged 11 years or younger (for the whole period of your travel). A child will need their own seat, though reduced fares usually apply. Your child will receive their own baggage allowance as well.
Any child aged 12 years or over has to pay an adult fare. Sometimes the child age can go up to 16 years on some airlines.
Visas and travel documents
Do I need a visa to travel?
Any UK citizen will automatically receive a 30 day tourist visit visa on arrival in Dubai. Your passport will be stamped with entry and exit stamps, when you enter and when you leave. There’s no charge. Just make sure your passport has a minimum of 6 months expiry left on it.
Other nationalities may require a visa in advance. The UAE Embassy in London can tell you what’s required: UAE Embassy
If you are a UK citizen and need a new passport, make sure you allow enough time for processing and delivery. You can start the process here: https://www.gov.uk/browse/abroad/passports
We have tried to give as much information as we can about Dubai elsewhere on our site. Below is a summary of the most commonly asked questions about Dubai.
Can I take my medication?
The answer is probably yes, though certain types or medication are restricted or banned in the UAE. You can check a list of medications here or ask your GP. It’s worth carrying a photocopy of any prescriptions in your hand luggage as well.
Do I need any vaccinations?
As long as you are up to date with the vaccinations you would normally have in the UK, nothing else is required.
Do I need travel insurance?
Yes. We always recommend having travel insurance to cover emergencies such as lost luggage and illness.
Is the water in Dubai safe?
Yes, although we advise drinking bottled water rather than the stuff out of a tap. This is only because Dubai uses desalinated sea water, and it’s more salty than the tapwater in the UK. It’s still perfectly safe and some people in Dubai do drink it regularly. However bottled water is readily available everywhere, and it’s much cheaper than in the UK. In restaurants if you ask for ‘local’ water, you will still get bottled water but it has been produced in the region, so you avoid the overpriced imported options from Europe and Australia.
How do I make a complaint?
If you have a problem and you are still on holiday, please Contact Us so we can try and resolve it for you as soon as possible.
If you have returned from holiday, then you need to Contact Us in writing - either on email or through the post. You will need to quote your booking reference and any supporting evidence you have. We promise to acknowledge your complaint within 24 hours of receipt, and we aim to resolve all complaints within 14 days.
What are ABTA and ATOL, and why are they important?
ABTA is the Association of British Travel Agents. We are a member and this means we have to abide by their Code of Conduct. Amongst other things, we can offer you advice before you travel, and if there’s a problem while you’re on holiday then we will help fix it or offer you recompense (if appropriate). Our ABTA number is .
ATOL stands for Air Travel Organiser’s Licence. It means that your money is protected, both before you travel and when you’re on holiday too. You will receive an ATOL certificate from us when you book your package holiday, so make sure you keep it in a safe place. Our ATOL number is .
Both trusted schemes together mean you can focus on enjoying your holiday, safe in the knowledge you have chosen a reputable travel company.
How can I get a VAT receipt?
We can provide receipts for bookings – just Contact Us
Who are Indulgent Dubai?
Indulgent Dubai is owned and operated by Travel Junction UK Ltd. You can read all about us here About Us
How do I sign up for emails?
You can sign up here.