Help & answers
Frequently asked questions
Everything you need to know about booking, payment and staying with Kensington. Can't find your answer? Get in touch.
Booking
Can I cancel or change my booking?
Cancellation terms are shown at checkout and on each listing. Please see our Refund & Cancellation Policy for full details, or contact us if your plans change.
How do I book a stay?
Pick your dates on any home, review the live price breakdown, and book directly on our website. Payment is completed on Etisalat's secure 3-D Secure page, and you receive an instant confirmation email.
Payment & pricing
What payment methods do you accept?
We accept major credit and debit cards through Etisalat's secure payment gateway. Your card details are entered on Etisalat's hosted page and are never stored on our site.
What's included in the total price?
Your total shows the nightly rate, cleaning fee, a damage-protection insurance fee, the Dubai Tourism Dirham, a 3% card fee and 5% VAT. The full breakdown is displayed before you pay — no hidden charges.
Your stay
Is a security deposit required?
Every booking includes a damage-protection insurance fee, so a separate refundable deposit usually isn't needed. Any property-specific requirements are noted on the listing.
Is parking available?
Most of our homes include dedicated or building parking. Parking details are listed under each property's amenities.
What are the check-in and check-out times?
Check-in is from 3:00 PM and check-out is by 11:00 AM. Early check-in or late check-out can sometimes be arranged on request — just contact our concierge team.
General
How do I contact Kensington?
Email info@kensingtonhomes.ae or use our contact page — our Dubai team replies within one business day.