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Frequently Asked Questions

What you need to know

What information do I need to submit a claim?

The information related to the stay (arrival date, departure date, property name, number of guests, currency types), the competing room provider and rate, the Jumeirah branded site rate and your personal information (name and contact information).

Do I need to confirm a reservation directly with Jumeirah in order to submit a claim?

Yes. A reservation is required.  Reservations can be made via Jumeirah.com, Jumeirah Central Reservations, or directly with the Jumeirah hotel.

Do I need to submit a screen shot of the external website?

No. Just submit the required information as listed within the claim form.

How do I submit a claim?

A claim submittal form is available online. To submit this claim form, fill out all the required fields and click the submit button.

How long until I hear back from Jumeirah regarding my claim?

You will hear back from Jumeirah within 48 hours.

How will I know when my claim is validated?

A Jumeirah Customer Care Advisor will contact you confirming whether your claim has been approved or not. If approved an updated confirmation letter will be sent to you.

Will I receive SIRIUS points for my stay if my claim has been approved?

Yes, the number of SIRIUS points to be awarded to SIRIUS members will be based on the rate actually paid by you at checkout.

If my reservation is pre-paid and I make a valid claim against it, when will I receive a credit for the Best Price Guarantee difference?

Jumeirah will credit the difference to your guest account, which can then be used against incidental charges during your stay (food, beverages, spa etc.). Any remaining balance will then be refunded to your credit card within 30 business days after checkout.

How will Jumeirah determine if I have a valid claim if rates are quoted in difference currencies?

Jumeirah will convert the competing rate into the same rate as Jumeirah.com. Due to different currency conversion ratios used by different rate providers, it is possible that after converting the competing rate, it appears lower than the Jumeirah rate. Jumeirah reserves the right to deny a claim if it feels that the discrepancy in rates is due to the different currency conversions used.

What if I can book a particular room type through a competing travel provider, but not through Jumeirah?

This may be a valid claim. Please submit a claim using the claim form and a Jumeirah Customer Care Associate will evaluate it.